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Return Policy

If for any reason you are not completely satisfied with your Shu Uemura purchase, please contact our customer service at 1-866-836-8728 (Monday to Friday 9:00 am to 5:00 pm Eastern Time) and simply return the purchased products within thirty (30) days of the delivery. Please note that all promotional products, including free samples and gifts with purchase, must be returned. We will be happy to credit your account for the amount of the purchase.

Postal Box 1266
Montreal, Quebec
H4L 4X1

We recommend that you return all products unopened and in the same condition in which they were delivered via Canada Post and that you send your return via Canada Post for your protection and to insure prompt delivery. We're sorry, but return shipping fees are not refundable.

If your package was damaged in shipment by the carrier, and its content rendered unusable, save the box and the merchandise and notify us immediately at 1-866-836-8728 (Monday to Friday 9:00 am to 5:00 pm Eastern Time).

Returns or exchanges for purchases made online may not be accepted for return or exchange at a SHU UEMURA counter.

We're sorry, but returns or exchanges for purchases made in a SHU UEMURA retail store or partnered retail location may not be returned to If the item you wish to return was not purchased through, we recommend returning to the place of purchase for resolution. In the event you are unable to return to the place of purchase, please contact our customer service at 1-866-836-8728 (Monday to Friday 9:00 am to 5:00 pm Eastern Time) for assistance.

Unfortunately we are not able to cancel or modify orders once submitted. However, you may refuse the package at the door. As long as the package remains unopened, Canada Post should not charge to return the package to us. If your package was already delivered, you may request to return the unopened box to us at your local post office, free of charge. If the box has been opened and/or repackaged, you will need to pay return shipping. Please note we would not reimburse these shipping fees in that event.

To return an order, print and complete the return form found here, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to: L’Oréal Canada Return Department 3500 rue Douglas-B.-Floreani, Door 31-32 Saint-Laurent, QC, H4S 2B9

Refunds will be issued within 30 days in the form of credit to the credit card holder. You will receive an email when the credit is processed.

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.

Customer Service

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



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