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Web Site Shipping Terms & Conditions

CONTACT US

For Sales or Order enquiries please contact us on : 08009179719

For Product, Brand related or General Enquiries please contact us on: 02072401114

Please note: Our phone lines will be closed from 3rd July 11am and will re-open at 8am on Monday 6th July.

If you have been in touch with us regarding a complaint and are not satisfied with our proposed resolution, you are entitled to pursue online dispute resolution (“ODR”). You may do this using the electronic complaint form found at: http://ec.europa.eu/odr.

*Please note we no longer ship to the Republic of Ireland.

We invite you to receive complimentary ground shipping on all www.shuuemura.co.uk orders of £30 or more.

All orders placed on www.shuuemura.co.uk are delivered Monday to Friday between 9am and 5pm. Deliveries are not carried out on a Saturday or Sunday or to PO Boxes.

We do not ship outside the U.K. at this time.

All packages require a signature on delivery and will be left with a neighbour if there is no answer at the delivery address. The purchaser may choose the neighbouring address (must be the same street as the stated delivery address) where he/she wishes the package to be left in his/her absence.

At the time of purchase, the Purchaser has the option to decline for the package to be left with a neighbour if there is no answer at the delivery address.

STANDARD SHIPPING CHARGES

The standard delivery charge is £5 per package. Deliveries to The Channel Islands (Jersey and Guernsey), Scottish Highlands and Islands are charged at a rate of £8 per package.

During the order payment process the Purchaser will be presented with two delivery options depending on delivery location. It is the responsibility of the Purchaser to choose the correct payment method. Shu Uemura reserves the right to refuse shipping of any order for which insufficient delivery payment has been made.

DELIVERY TERMS AND CONDITIONS

Orders are prepared by the logistics centre located in Brighton, UK, then delivered to our authorised carrier for despatch. We aim to deliver each order to the Purchaser within 5 business days from the day the order is received. Please note that orders may be delivered earlier than 5 business days.

Orders can be delivered to the Channel Islands and Scottish Highlands and Islands with a delivery charge of £8 per order and within 5 days of receipt of the order.

The Products ordered by the Purchaser will be delivered to the address stated by the Purchaser on the order form. The Purchaser undertakes to supply the exact address of his/her permanent address (which is the same address as his/her billing address and which also corresponds to the Purchaser’s payment card address) when placing the order for the Products. If the Purchaser fails to do so, we reserve our right to refuse to process the order and/or deliver any Products.

DELIVERY PROBLEMS

If a delivery is late, the Purchaser must inform the Shu Uemura customer service department as soon as possible, by e-mail sent to service@shuuemura.co.uk or by phone on 08009179719. Shu Uemura shall then contact our authorised carrier to initiate an enquiry. Enquiries may take some time but we aim to resolve all delivery problems within 2 weeks from the day of the complaint.

Upon receipt of Products ordered, the Purchaser must check that Products are compliant. Any delivery anomalies such as but not limited to missing or broken Products and internal damaged packaging must be noted in writing by the Purchaser on the delivery slip presented by the courier alongside a signature and the Shu Uemura customer service department notified, by e-mail sent to service@shuuemura.co.uk specifying the nature of the problem.
If the Purchaser is unhappy with any point of service(s) he/she reserves the right to decline acceptance of delivery by not signing for the package.

ORDER STATUS

We process orders Monday through Friday in the order in which they are received. Orders placed after 12:00PM (Noon) Monday-Thursday and after 11am Friday will not be processed until the next business day.

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, email us at service@shuuemura.co.uk and we will be happy to assist you.

CHANGE SUBMITTED ORDERS

If you need to change an order you have already placed, please contact Shu Uemura's Customer Service at service@shuuemura.co.uk with the subject "My Order". To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your needs.

REPORT ORDER PROBLEM

If your order is missing a product, contains a damaged item, or other concern, please contact customer services at service@shuuemura.co.uk. 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.

RETURNS & EXCHANGES

Should you ever buy anything from us that is not pleasing to you, you may return any of our Products, to the original point of purchase, for a full 100% money-back guarantee.

Customers who purchase Products from the Shu Uemura website may return them by mail addressed to the logistics centre. Please email service@shuuemura.co.uk for more details and/or to obtain our logistics centre address. Items purchased in a Shu Uemura free-standing store may be returned to any of the Shu Uemura free-standing stores. Shu Uemura Products purchased in all other locations must be returned to their original point of purchase.

For our bookkeeping purposes, we respectfully request that you include the sales receipt and/or invoice with any return. If you buy Shu Uemura Products from unauthorized retailers or other unauthorized sources, we regret that we cannot offer you our money-back guarantee or otherwise assist you with any problems that you may encounter.

If you should need further information regarding the return of any Shu Uemura Products, please do not hesitate to email us at service@shuuemura.co.uk and it would be our pleasure to assist you however we can.

INTERNATIONAL SHIPPING

We regret that we do not ship outside the U.K. at this time for orders placed at www.shuuemura.co.uk. Please refer to our Shu Uemura International Retail Locator for a directory of stores that offer Shu Uemura Products, listed by country on www.shuuemura.co.uk.

SHU UEMURA GUARANTEE

At Shu Uemura, we stand behind our service, our products and our customers. That is why we have a 100% satisfaction guarantee behind every purchase. If, for any reason, you should you ever buy anything from us that is not pleasing to you, you may return any of our Products, to the original point of purchase, for a full 100% money-back guarantee.