customer services

contact us

for any inquiries, please contact us.
[email protected]

email sign up
my account
online consultation t&c

online consultation t&c


All orders received are subject to bank authorization prior to processing. Only authorized orders with successful payments will be processed.

Orders are processed for delivery on business days only (Monday to Friday, excluding Public Holidays). We use CJ Logistics as our standard delivery courier. Delivery usually takes between 3 to 5 business days for West Malaysia and 7 to 10 business days for East Malaysia.

We only deliver to addresses in Malaysia. We do not deliver to PO Box addresses or ship internationally.

We understand that getting your purchased orders quickly is important to you, so we make every effort to process and deliver your orders as soon as we can. To ensure prompt delivery, kindly ensure that you provide us with an accurate delivery address, contact details including telephone number and email address. Failure to do so may risk our courier service being unable to deliver in a timely and prompt manner.


Orders placed and received on business days (Monday to Friday, excluding public holidays) are processed on the next day. Orders placed and received on weekends (Saturday or Sunday) or public holidays will be processed the next business day.

A confirmation email with the payment link will be sent to customer's email address after orders has been submitted to your dedicated makeup artist. Customers are required to access the payment link from the payment email sent by iPay88, and proceed to payment. Please note that the payment link will expire within 7 days from receiving it.

Once payment is verified and authorized by the Bank you will receive an email receipt, and your orders will be processed.

Customers will also receive a confirmation SMS with the tracking code once shipment has been made, shipment can be tracked on this portal.

If you do not receive the payment emails or confirmation SMS within 3 business days, please contact your dedicated makeup artist or you may also contact our Customer Service team at [email protected].

Once payment has been made, no changes in the shipping address or order details can be amended. Orders made online cannot be arranged for collection at our stores.

Product offerings and online promotions are only applicable for online purchases. Promotions and gifts may vary from in-store promotions.


If you find that the items you have ordered are damaged upon delivery, please report to [email protected] within 2 days from the date you receive the product with supporting evidence and ordering number. Any reimbursement is subject to our discretion.

If in the event that any product is missing from your order, please report to our Customer Service Team at [email protected] within 2 days from the date you receive the product and we will attend to your report.

While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.


We strive to deliver your order within the delivery time stipulated. However please note that in the event of stock unavailability of items ordered, your dedicated Makeup Artist will notify you in the live chat and the order will not proceed. We do not accept back orders.

If you have any questions on items that are not available online, please contact our Customer Service team at [email protected]


Products that are purchased through our online service is not applicable for refund or exchange. These products are also not accepted for refund or exchange at shu uemura Malaysia stores or Departmental stores.

If you buy shu uemura products from unauthorized retailers, websites or other unauthorized sources, we regret that we cannot offer you our refund or otherwise assist you with any problems that you may encounter.

shu uemura reserves the right of final decision if the product returned is in unsatisfactory condition, or the above terms are not met.

If you have any questions on our return policy, please contact our Customer Service team at [email protected] and it would be our pleasure to assist you. Please also provide your details, payment number, supporting docs and reason in the email.

shu uemura unlimited foundation shade exchange policy: 

1. shu uemura foundation shade exchange policy is only applicable to shu uemura unlimited foundations that were purchased on shu uemura Malaysia official Facebook Page and in-store at shu uemura Malaysia boutiques nationwide.

2. each order is valid for a ONE-time shade exchange only.

online purchase via shu uemura Malaysia Facebook Page

3. in the event you have purchased a foundation shade that is not suitable for you, you may exchange the product(s) in its original condition together with your Purchase Order ID within 14 business days from when you received your parcel. 

4. to initiate the exchange process: 

  • kindly drop us a PM in our shu uemura official FB page with your Purchase Order ID within 3 days of receiving your foundation. 
  • our makeup artist will assist you to find another shade to exchange your foundation with. 
  • upon confirmation by shu uemura, you are required to send the item to the following address: SHU UEMURA MID VALLEY Lot G-087 Ground Floor, Mid Valley Megamall 59200, Kuala Lumpur 03 – 22871764 

5. your new foundation with the new shade chosen will then be sent to you within 14 working days from when you have confirmed the shade with us through FB Messenger. 

in-store purchase

6. for foundations purchased in-store, you may carry out your foundation shade exchange at any of shu uemura boutiques nationwide, with the original receipt, within 14 business days from your purchase. 

7. shu uemura reserves the right of final decision if the product(s) returned is in unsatisfactory condition, or the above terms are not met. 


We regret to inform that orders cannot be cancelled once payment has been made. Kindly ensure you have checked and validated all details and information before you proceed with payment.

customer service

for any inquiries, please contact us.


[email protected]