shu uemura FREQUENTLY ASKED QUESTIONS (FAQ)
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| How do I track my order? |
| What is my shu uemura password? |
| How do I edit personal information on my shu uemura
client registry? |
| How do I search for a product? |
| How do I shop for a product? |
| How do I order a product? |
| What is the shipping policy? |
How do I return a product?
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shu uemura's commitment to product safety
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Didn't find what you were looking for?
Click here to send a specific question to customer service.
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How do I track my order? back
to top
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Order Status
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We process orders Monday through Friday in the order in which they are received. Orders placed after 12:00PM ET (Noon) Mon - Fri will not be processed until the next business day.
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| Please expect approximately the following amount of time for the
processing and shipping of an order: |
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East Coast - 7 to 10 business days
- Midwestern states - 10 to 12 business
days
- West Coast - 10 to 14 business days
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You may request Next and 2nd Day shipping for an additional
charge.
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If you want to check the status of your order, please use the
tracking number included in your shipping confirmation email. If you have
questions about your order, please email us at
customerservice@support.shuuemura-usa.com and we would be happy to
assist you.
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Tracking Your Order
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Please email us at customerservice@support.shuuemura-usa.com
if you need assistance in tracking your order. Please refer to your order
number located on the confirmation of your order page as well as your order
confirmation email.
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For additional help, please call our toll-free Customer Service
number: 1-888-SHU-5678 (1-888-748-5678), Mon - Fri 9AM to 6PM ET.
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Report Order Problem
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If you have inquiries about your order, please email us at
customerservice@support.shuuemura-usa.com or call 1-888-SHU-5678, Mon - Fri 9AM to 6PM ET. To expedite your request, please have your order
confirmation number available. We will always do our best to accommodate your
concern as efficiently as possible.
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International Shipping
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We regret that we do not ship outside the U.S. and Canada at
this time for orders placed at shuuemura-usa.com. Please access
International Locations on the Retail Location page to find the shu
uemura location nearest you.
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What is my shu uemura password?
back to top
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Forgot Your Password?
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Please click here
to enter the email address you used to register with the website and we will
promptly forward your password to you.
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How do I edit personal information on my shu uemura
Client Registry? back to top
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Please click here to
view and edit your personal information as a valued shu uemura client.
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How do I search for a product? back
to top
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Welcome to the shu uemura online shopping experience. You
will be able to purchase our products quickly and easily, with a simple click
of your mouse. Here's how:
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You can find products using our Search Bar, accessible at the
top right of every page in the site. The search feature leads you to the
appropriate sections and pages and information based on the information you
provide. If you need direction on browsing the site, click here.
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How do I shop for a product? back
to top
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Use the top navigation bar in
Products to browse our collection by:
Makeup, Skincare
and Tools/Accessories.
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Click on Customer Favorites
to see some of our most popular items preferred by our clients. Alternatively,
check out the the Atelier Artists Selections section (located at the
bottom of each webpage) on our main navigation bar to see expert product
recommendations.
Use the Gifts section to see our
recommendations for gift items. You may also customize your gift by checking
the gift wrap option in your shopping bag upon checkout. We also offer
Gift Certificates for purchase in any amount.When you are ready to
check out, click on Shopping Bag
(located to the right of the search field) and take a final look at your
selections. From there you will be guided through to checkout.
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When you are ready to check out, click "Shopping Bag" icon
represented by our signature
makeup box in the top right hand corner of every page and take a final
look at your selections. From there you will be guided through to checkout.
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How do I place an order? back
to top
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When you are ready to checkout from your shopping bag, click the
"Continue With Purchase", click the "Checkout" button and just follow the
instructions that guide you through the checkout process. Click "Submit" as the
final step in the checkout process to send us your order.
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Once your order is processed, you will see a confirmation page
letting you know your order number and that your order has been received. In
addition, you will receive two emails: the first email will confirm your order
and the second will confirm your shipment.
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If you have any questions or inquiries about your order, please
email us at customerservice@support.shuuemura-usa.com
or call 1-888-SHU-5678, Mon - Fri 9AM to 6PM ET. To expedite your request,
please have your order confirmation number available. We will always do our
best to accommodate your concern as efficiently as possible.
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We regret that orders on shuuemura-usa.com must be limited to no
more than 10 units of any one item and that each individual order total may not
exceed US$2,000.
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Edit your Shopping Bag before submitting your order by clicking
the delete button or entering a new quantity.
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Use Visa, Mastercard, Discover and American Express. Your
billing address must match the billing address on your credit card, but your
shipping address may differ.
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What is the shipping policy? back
to top
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Shipping Destinations
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shuuemura-usa.com ships to U.S. and Canadian addresses only.
Shipments to Canada must clear customs inspections and may be subject to
additional duties and/or taxes over which shu uemura has no control.
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Hazardous Materials
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Our shipping guidelines require the following products, as well
as sets that may contain the following items, to ship ground* only:
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Brush Cleaner
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Fiber Xtensions Mascara
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Fluid S Foundation
Lash Repair
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Length & Waterproof Mascara
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Mascara Basic
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Mascara Royal Blue
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Nail Care products
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Nail Enamel Supplement Mineral
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Nuance Top Coat
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Precise Volume Mascara
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If priority shipping is selected, all other products will ship
as selected and these products listed will ship separately via ground at no
extra charge.
*Additionally, this regulation does not allow shipping of the above listed
products by air to Canada.
We apologize for any inconvenience if this policy affects your order and thank
you for understanding.
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Shipping Options
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shuuemura-usa.com offers the following shipping options:
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Order Value: |
USPS Standard Shipping Charge: |
| $0.00-$100.00 |
$6.00 |
For each additional $100, add $1 to shipping.
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Standard shipping takes 7-10 business days. Orders shipping to Alaska, Hawaii, U.S. Territory, and APO/FPO & P.O. boxes may take up to 4 weeks. We do not ship outside of the U.S. at this time.
For Premium shipping (3-4 business days via UPS 2nd day), add US$10.00 to the
appropriate Standard Shipping charges.
For Express shipping (1-2 business days via UPS Next day), add US$20.00 to the
appropriate Standard Shipping charges.
*UPS Premium and Express shipping does not deliver on Saturday or Sunday and is not available for orders being shipped to APO/FPO & PO boxes.
For orders shipping to Canada, UPS Express is the chosen carrier for its
premium delivery services. Shipping charges are fixed at US$37.00 regardless of
order value.
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How do I return a product? back
to top
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Returns & Exchanges By Mail
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Items purchased from shuuemura.com, must be returned to shuuemura.com.
shuuemura.com can only accept refunds, returns & exchanges for items
purchased from shuuemura.com and can only be made within 30 days from the date
of receipt of goods. Refunds are made in the original form of payment and are
issued to the person documented on the original order as the "Bill To"
Customer. Purchases originally bought with a shuuemura.com
gift certificate are credited to the gift recipient in the form of
online store credit (a shuuemura.com
gift certificate) for the value of the product(s) returned. The
gift certificate will be sent to the gift recipient's shipping address
upon receipt of the return.
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In an event of exchange, please specify the product(s) you wish to be shipped
in exchange for your return. shu uemura will waive the standard USPS
ground shipping cost for sending the new items to you. A shu uemura Customer
Service Representative will contact you to process a refund, return or exchange
upon receipt of the returned items, if necessary. Should you require further
assistance, please email us directly at
customerservice@support.shuuemura-usa.com or call our toll-free
Customer Service number: 1-888-SHU-5678 (1-888-748-5678), Mon - Fri 9AM to 6PM ET.
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Comments or Suggestions?
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We hope you enjoy shopping at shuuemura-usa.com. We value your
feedback on your shopping experience and the quality of our service. Please
email us at comments@shuuemura-usa.com.
Thank you.
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shu uemura's commitment to product safety
shu uemura is committed to upholding the highest standards of safety for
all the products it makes and sells. We adhere to the most rigorous standards
for product safety so that our customers can purchase and use our products with
complete confidence. We want you to know that:
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shu uemura is in full compliance with FDA regulations as well as the
European Union 7th Amendment Cosmetic Directive and the requirements for safety
in all of the countries in which our products are sold.
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Each and every ingredient used in our products has been thoroughly reviewed and
tested by our internal safety team made up of toxicologists, clinicians,
pharmacists and physicians.
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Every product formulation that shu uemura manufactures is screened and
tested for safety before it is marketed to consumers.
shu uemura confidently and proudly stands behind each and every product
that we sell, and we pledge that we will always uphold the highest standards of
safety for our customers around the world.
If you would like additional information about the safety of cosmetics, please
contact www.cosmeticsaresafe.org.
Didn't find what you were looking for? Click
here to send a specific question to customer service.
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