Frequently Asked Questions
Welcome to Shu Uemura USA Frequently Asked Questions.
Check below to see if we have the answer to your question.
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Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation e-mail and packing slip.
Once your order has shipped, we'll send you another email to confirm shipment. The shipping tracking information will be included in this email so you can check the status of your order whenever you like.If you have further questions about your order status, please contact us by email or by calling 1-888-748-5678 (Monday to Friday 9:00 am to 5:00 pm Eastern time).
If you are entering a promotional code please press "OK" before proceeding with checkout. You should be able to see the promotion in your shopping bag if it was validated. Not working? We recommend you clear your browser cookies and try again. Find out how to clear your cookies by clicking here.
Please note that only 1 promo code can be used per order. For security reasons, we are unable to take any phone or email orders. Your order must be placed via our online store.
When you become an shu Uemura membership Member, you can access your previous purchases on www.shuuemura-usa.com using 'My Order History' and check out the details of the products you bought in each order.
shuuemura-usa.com ships via USPS to US addresses only, including Alaska, Puerto Rico, US Virgin Islands, Hawaii, and military APO/FPO destinations. shu uemura will not ship to any International Shipping Services such as DHL Borderlinx, VPost or comGateway.
Orders will be processed the same day the order is placed if the order is received by 11:00 am Eastern time. Orders received after 11:00 am Eastern time will be processed on the next business day.
$4.50 shipping cost everywhere in the US.
Orders shipping to Alaska, Hawaii, Puerto Rico, US Virgin Islands, military APO/FPO destinations or US territories can only be shipped through standard shipping mode and will take up to 30 days.
Products purchased on this website are shipped from Canada.
This tracking number can also be accessed via the My Order History section for shu Uemura membership members.Orders placed on our website will be processed within 2 business days. Once an order is accepted and processed it will be shipped out, you will then receive a shipping confirmation. Please note that it takes 7-12 business days for the delivery of your order.* Since your products are coming from Canada, please allow two business days after you receive your tracking number to be able to view activity on the FedEx website. If you have questions about your order, please call us at 1-888-748-5678 (Monday to Friday 9:00 am to 5:00 pm Eastern time) or email us and we will be happy to assist you.
Due to the holidays, we are currently experiencing a high volume of orders and our processing time is delayed. You might experience delivery delays. We are sincerely sorry for the inconvenience.
Take note that some remote areas can only be delivered by air. For these regions we will unfortunatley be unable to ship orders containing Hazardous Materials (sprays-alcohol).Thank you for your understanding.
221 South 10th Street,
Refunds will be issued within 30 days in the form of credit to the credit card holder. 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 1-888-748-5678 (Monday to Friday 9:00 am to 5:00 pm Eastern Time).
Just contact us directly by email or call us on 1-888-748-5678 (Monday to Friday 9:00 am to 5:00 pm Eastern time).
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It only takes a couple of clicks to become an shu Uemura membership Member. Just enter your details in the required fields, confirm, and that's it! You're a Member!Why not join now and start enjoying the benefits of Shu Uemura membership right away?
Please enter your email address and we'll send your password by email. Just check your inbox to get your reminder.
Moving? New email address? Just use Edit My Account to fill in your new details, hit confirm and we'll update our records.
When you become a Shu Uemura membership you can save a Wish List of your favorite products to come back and consult anytime.Just sign in as a Member and use My Wish List to access your personal favorites. To reorder products from your list, click on Add to Cart and continue to Checkout.
When you become a Shu Uemura membership, you can access your previous purchases on www.shuuemura-usa.com using My Order History and check out the details of the products you bought in each order.To re-order the same products, just click on Add to Bag and continue to checkout. 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, 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 221 South 10th Street, Lemoyne, PA 7043 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.
You can change when your next order is sent if you need it sooner or later. Simply go to My Auto Replenishment. You will see your next scheduled order on the My Next Order tab. Click the "Change" link near the next order date and select the new date for your order.You can also go to the My Subscriptions tab in the My Auto Replenishment section and change the next order date for any individual item.
Shu Uemura’s Auto Replenishment items that have the same order date and shipping address will ship as one order.If you have more than one Auto Replenishment item and want them to ship in the same order, simply go to the My Subscriptions tab in the My Auto Replenishment section of our site and change the next order dates to be the same.
You can change when you get pre-shipment notification emails for Shu Uemura’s Auto Replenishment orders. The standard setting for pre-shipment emails is 10 days before an order is placed. To change this simply go to the My Subscriptions tab in My Auto Replenishment and click the "More changes" link under the next order date. You will see the settings for your pre-shipment email and a "Change" link. Click the link to make the changes. You can set your pre-shipment email to be between 1 day and 30 days prior to the order being placed.Each Shu Uemura Auto Replenishment item has a separate pre-shipment email, so if you need to change the pre-shipment email date for multiple items then you will need to change it for each item.
You can change the email address for pre-shipment emails by calling 1-888-748-5678 between Monday – Friday 9:00 am to 5:00 pm.
You can change your shipping address for Shu Uemura’s Auto Replenishment orders or individual items. To change the shipping address for an order simply go to the My Next Order tab in the My Auto Replenishment section of our site and you will see the shipping address for that order on the bottom. Click the "Change" link to change the shipping address.To change the shipping address for an individual item simply go to the My Subscriptions tab in My Auto Replenishment and click the "More changes" link under the next order date. You will see the shipping address for that item. Click the "Change" link to change the shipping address.
If you need to skip a delivery, simply go to My Auto Replenishment. You will see your next scheduled order on the My Next Order tab. Click the "Skip" link near the next order date to skip an order. The next delivery will be shipped according to your next order date.You can also go the My Subscriptions tab in My Auto Replenishment and change the next order date for any individual item.
You can cancel Shu Uemura’s Auto Replenishment orders or individual items at any time.
To cancel an order simply go to the My Next Order tab in My Auto Replenishment and click the "Remove" link underneath the quantity to remove the item from the order. When you remove the item you will have the option to remove it from the order or to cancel all future deliveries.To cancel all future deliveries for an individual item simply go to the My Subscriptions tab in My Auto Replenishment and click the "Cancel" link under the quantity for that item and confirm.
The My Next Order tab shows the details of your next scheduled order. An order may contain more than one individual item scheduled for Shu Uemura’s Auto Replenishment if the items have the same delivery date and shipping address.The My Subscriptions tab shows individual Auto Replenishment items and the details for that individual item including next order date, delivery frequency, quantity and shipping address. Individual Shu Uemura Auto Replenishment items can all have different account information or you can make the account information the same for each item.