Frequently Asked Questions
If you know which Shu Uemura products you're looking for, you've got many ways to find them on our website:
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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.
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.
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.
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.
There are no specific restrictions for using our products. However, you should always consult your doctor for questions or concerns.
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 Uemura Consultant Salon, we cannot guarantee that it is an authentic Shu Uemura product. For any diversion related inquiries or to report diversion, please contact NODivert@support.lorealusa.com.
List of authorized vendors:
Shu Uemura Art of Hair Consultant Salon
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.
Salon size Shu Uemura products are for professional use in salon only and are not for retail sale.
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.
Yes, as a registered my Shu Uemura insider we offer up to 2 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
If you are unsatisfied with a product, you maexchange or return it within 30 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
1620 Stateline Rd W
Southaven, MS 38671
please see more information on product ingredients on the second tab of each product page or visit our precious ingredients page.
we currently accept all major US credit cards which include: Visa, MasterCard, American Express, Discover, or debit cards with the Visa/MasterCard logo. we do not accept personal checks and money orders, or international forms of payment including non-US credit cards.