frequently
asked questions

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.

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.

Service à la clientèle

 

veuillez noter qu'en raison de la grève de poste canada, les commandes risque de subir un léger retard d'expédition

pour toute question, veuillez communiquer avec nous du lundi au vendredi, 9h à 17h.

1-866-836-8728