FAQs SHU UEMURA ECOMM

Our Products:

QUESTION
Finding Products

ANSWER
If you know which Shu Uemura products you're looking for, you've got many ways to find them on our website:

  • Search by keyword
  • Search by category of product
If you're not sure which product suits you best, or just want to browse, check out Must Have for inspiration...


QUESTION
Searching by Keyword

ANSWER
Easy! Just type in the keyword you're looking for and hit Go… We'll list all the matching results for you to consult.


QUESTION
What's new at Shu Uemura?

ANSWER
After the latest product releases from Shu Uemura?
Discover with all our great new Shu Uemura products in the Must Have category


QUESTION
Gift Ideas

ANSWER
Looking for a great gift? Shu Uemura's exclusive Gift Sets, or Stylist Picks are two areas to check out! You can find this in the Must Have category.


QUESTION
Find A Store

ANSWER
Find a Shu Uemura boutique or retailer near you by clicking on "Store Locator" at the top of the page


Technical Questions:

1. HOW WILL I KNOW THAT MY ORDER WAS RECEIVED?
An order confirmation will appear as the last step in your order process. Shortly after, you will receive an e-mail confirmation with an order number and summary of your order.


2. HOW CAN I REVIEW MY ORDERS?
Once you have placed an order, you can review its status at any time under My Account Profile. To review past order history, go to My Account Profile then Order History. This screen will display all orders you have placed with Shu Uemura and will include order numbers and confirmation dates.


3. HOW CAN I TRACK MY ORDER?
Once an order has shipped, you will receive a shipment confirmation email containing your tracking information. You may also call Customer Service for assistance tracking your order.


4. DO YOU SHIP INTERNATIONALLY?
Currently, Shu Uemura ships to the contiguous 48 U.S. states, plus Alaska and Hawaii as well as U.S. territories (such as Puerto Rico and Guam). Shipments to international destinations is not available. In order to make purchases at Shu Uemura, you must have both a shipping address and credit card billing address within the United States. In addition, the issuing bank must be based in the United States.


5. WHAT IS YOUR EXCHANGE AND RETURN POLICY?

If you are unsatisfied with a product, you may exchange or return it within 90 days of purchase with your original receipt. We cannot accept returns on overly used products. Shipping and handling are not included in refunds.
PLEASE SEND RETURNS TO:
Shu Uemura Returns Department 8655 Commerce Drive,Suite 104 Southaven, MS 38671


6. I NOTICED SHU IS SOLD AT OTHER ONLINE RETAILERS. IS THIS OKAY TO BUY?
Diverted products can be counterfeit, diluted formulas, or old, expired formulas that may not be safe to use. Contaminated or counterfeit products could cause irritation or even infection. If you buy our products in a supermarket, drugstore or any other outlet other than this website, online retail partners or a Shu Umuera Consultant Salon, we cannot guarantee that it is an authentic Shu Umuera product.


7. CAN I PURCHASE SALON SIZE PRODUCTS?
Salon size Shu Umuera products are for professional use in salon only and are not for retail sale.


OUR PRODUCTS

1. DOES Shu Umuera TEST ON ANIMALS?
We are happy to confirm that the L'Oréal group of companies, which includes Lancôme, Redken, Garnier, Ralph Lauren, Giorgio Armani, Biotherm, Kérastase, and Vichy, as well as L'Oréal, has carried out no animal testing since 1989 on the entire range of its products. This decision was undertaken within the framework of our fundamental objectives: to offer innovative products of high quality while ensuring their safety in use by our customers. For information about the significant efforts deployed by our laboratories over a period of 25 years to develop alternative methods to animal testing, as well as our very important achievements in this field, please consult our website at http://www.lorealusa.com.


2. ARE Shu Umuera PRODUCTS HYPO-ALLERGENIC?
Shu Uemura does not test for or claim that our products are hypoallergenic. If you have a specific allergy, please contact us or the L'Oréal Consumer Affairs department at 877-748-8357 to determine if a product is suitable for use.


3. ARE THERE ANY RESTRICTIONS FOR USING Shu Umuera PRODUCTS, FOR INSTANCE WHEN PREGNANT OR ON MEDICATION?
There are no specific restrictions for using our products. However, you should always consult your doctor for questions or concerns.


4. CAN I RECEIVE TRIAL SAMPLES?
Yes, as a registered my Shu Uemura insider we offer up to 3 complimentary samples at checkout, depending upon availability.  Non-registered customer receive 1 complimentary sample at checkout.  To determine the in-salon ritual and at-home regimen best suited for your hair, please visit a Shu Uemura Consultant Salon. For the Shu Uemura Consultant Salon nearest you, please refer to our Salon Locator


5. AUTO REPLENISHMENT
Click here for more information on Auto Replenishment


6. INGREDIENTS
Please see more information on product ingredients on the second tab of each product page.