frequently
asked questions

What is your response to COVID-19?

Shu Uemura, along with parent company L’Oréal Canada, is a manufacturer and distributor of hygiene and personal care products, as well as hand sanitizing (hydroalcoholic) gel. As such, we have been classified by government officials under the category of essential sanitary products. As a complement to this authorization, the government is allowing online commerce to continue as it is the safest way for consumers to buy in the current context. As such, we continue to sell and distribute our products to consumers through this channel, via our own website, as well as retailer partners. We have also put in place strict security and health protocols in all our facilities, including our manufacturing plant and warehouse, to ensure the safety of all. Our warehouse team currently processing online orders work in alternate shifts to practice social distancing guidelines, which may slightly affect shipping time. Our number one priority remains the wellbeing of our employees and their families, our customers and our communities. We appreciate your understanding and support during these difficult times.

As the effects of COVID-19 continue to disrupt communities around the world, we are proud to contribute to the fight against coronavirus in our hometown. We have shifted the production of our Montreal plant to include the manufacturing of hand sanitizing (hydroalcoholic) gel, which will be donated to hospitals such as the Centre Hospitalier de l’Université de Montréal (CHUM) and McGill University Health Center (MUHC) as well as other health and charitable organizations in need. This program aims to support healthcare professionals, who are on the front-line in the fight to curb the spread of COVID-19. It’s our way of thanking them for their hard work. For more information on our solidary plan: http://www.newswire.ca/en/releases/archive/March2020/25/c2541.html

Does your company test on animals?

No. shu uemura does not use animals to test its products, and does not have animal testing conducted by anyone else to support our product safety review. Instead, shu uemura ensures product safety through L'Oréal’s research and development of state-of-the-art alternative methods to animal testing, including the use of reconstructed skin models. Others, completely independent of L'Oréal and outside the direction or control of L'Oréal, might do animal testing pursuant to their local requirements.

Why has my favorite product been discontinued?

We apologize for discontinuing your favorite shu uemura product. Please keep in mind that when a product or shade is discontinued, it is not done impulsively, but by taking into account many factors. Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. Please e-mail us with the name/shade of your favorite product that has been discontinued and we will forward the information to all appropriate executives.

Where are products sold?

To purchase any shu uemura product, you can shop right here at shuuemura.ca. If you prefer to visit a shu uemura Counter, Click Here for our Store Locator. shu uemura products are also available at select Hudson's Bay, Sephora and Nordstrom locations.

Is it safe to use my credit card?

At shuuemura.ca, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software.

II submitted the wrong address at checkout, what can i do?

We are not held responsible for packages delivered to a wrong address which was provided by a customer during the checkout process. It is the customer's responsibility to provide the correct shipping details. Once an order is processed, we are unable to modify any details such as shipping information. Assuming that the item(s) returns to us, a refund will be processed.

Why didn’t I receive my sample or bonus gift with my order or why did I receive a different item than advertised?

Samples and bonus items are considered exclusive items and are limited in quantity. If the advertised items are not available by the time you place your order, we will try to substitute it with another exclusive item or a product of similar value.

Can I combine more than one coupon code or offer?

Our offers cannot be combined unless stated otherwise on our special offers page.

Why is my coupon code not being applied on all the products in my cart?

Most of our special offers are not applicable to novelty products or special edition items at checkout. Product exclusions will be indicated on our special offers page.

Why is my discount coupon code not working?

Most of our discount coupon codes won't apply on products that are already discounted or on novelty items such as the newest product launches. Please check the disclaimer of every promotion or email if you have an issue with a coupon code.

Customer Service
 

Contact us from Monday to Friday from 9am - 5pm (est)

1-866-836-8728