FAQs
ARE THE LASHES REUSABLE?
Our strip lashes are reusable 8-15 times if the correct aftercare is carried out.
A PRODUCT I WANT IS OUT OF STOCK
If a product you are wanting is out of stock, we have a ‘notify me when in stock’ option on the website.
If you need the item by a specific date and are wanting to know exactly when the product will be restocked, please contact us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website.
WEBSITE ISSUES
If you are having any issues when navigating through our website, please contact us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website. When getting in touch, please ensure URGENT is added to the subject of your email and the following is provided:
A screenshot/ screen record showing the issue/ error message on our website
The items you are attempting to purchase/ select
As soon as this query is received, a member of our IT team will look into this further for you.
MY ORDER IS INCORRECT
If you have received the wrong items in your parcel, or your parcel is missing items, please reach out to us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website. When getting in touch, please ensure the following is provided:
Image showing the full paper invoice received in your parcel
Image of all of the items received in your parcel
Image of the mail bag and clip bag received with your parcel
Order Number
A member of our customer service team will pick your query up as soon as possible and will begin an investigation within our HQ to get this resolved for you.
MY ITEM HAS ARRIVED DAMAGED/ FAULTY
If your parcel has arrived in a damaged condition, please reach out to us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website. When getting in touch, please ensure the following is provided:
Order Number Image showing the damage to your items
Image showing the damage to your packaging
Image showing the delivery label attached to your mail bag
If your item is faulty, please follow the same process and ensure the following information is provided:
Order Number
Faulty Items
A description of the fault you are experiencing
An image/ video showing the fault of the product
A member of our customer service team will pick this up for you as soon as possible and get this resolved.
DELIVERY DISPUTE
If your parcel is showing as delivered but you have not received this or cannot locate this, please contact us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website. When getting in touch, please ensure the following is provided:
Full Name
Delivery Address
Order Number
A member of our customer service team will pick your query up as soon as possible and follow this up with both yourself and the courier company you have selected.
ADDRESS CHANGES
In order to amend your delivery address, please reach out to us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website. When getting in touch, please ensure the following is provided:
Full Name
Order Number
Original Delivery Address
Correct Delivery Address
A member of our customer service team will pick your query up as soon as possible and follow this up with you.
*Please note, address changes are not guaranteed so please try to ensure the correct address is provided at checkout.
CANCELLATIONS & ORDER AMENDMENTS
In order to cancel your order, please reach out to us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website. When getting in touch, please ensure the following is provided:
Full Name, Delivery Address, Order Number, Reason for Cancellation
A member of our customer service team will pick your query up as soon as possible and follow this up with you.
In order to amend your order, please follow the same process. When getting in touch, please ensure the following is provided:
Full Name, Delivery Address, Order Number, What you are wanting to amend.
*Please note, cancellations and order amendments are not guaranteed.
I HAVE NOT RECEIVED MY CONFIRMATION EMAIL & REQUESTING AN INVOICE
All confirmation emails are sent to the email addresses provided automatically once your order is placed.
We ask that you allow up to 1 hour for your email confirmation to arrive, and if this is still not received, please check your spam folder.
If you are still having problems with receiving your confirmation email, please reach out to us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website. When getting in touch, please ensure the following is provided:
Full Name
Full Delivery Address
A member of our customer service team will pick this up for you as soon as possible.
When getting in touch to request an invoice, please ensure the following is provided for data protection:
Full name (linked to the order)
Full delivery address (linked to the order)
Email address (linked to the order)
Order Number
Please note, a paper copy of your invoice will always be included within your parcel upon arrival too.
PAYMENT ISSUE OR DISCOUNT CODE ISSUE
If you are having a problem completing your purchase, please clear your cache and cookies from your device and you should then be able to complete your purchase as normal.
If the amount charged does not seem right or there are two payments showing on your bank for the one order, we ask that you allow a few working days for the payment to be processed and go from pending to cleared on your bank balance. Once the payment is cleared, the correct amount should have been taken.
If your discount code is not working at checkout, please ensure the code is typed in correctly and is applicable for the items in your basket. Products that are already discounted or sale items are not eligible for a further discount.
If you are still having issues with your payment or your discount code, please reach out to us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website. When getting in touch, please ensure the following is provided:
An image/ video showing the issue/ error message you are receiving at checkout. The cost you are querying.The discount code and items you are attempting to purchase
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all debit card and credit card payment methods on our website as well as PayPal. PayPal also offers a pay in 3 option which is a great feature and super popular with our customers.
WHERE IS MY ORDER & HOW TO TRACK MY ORDER
Once your order has been dispatched from our HQ, you will receive an automatic shipping confirmation email. This email will include your tracking number and when clicking on the tracking link, this will bring up your tracking information.
If you are struggling to access your tracking, do not know your tracking number or have a query on the status of your order, please contact us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website. Please ensure you contact us within 14 days for any delivery disputes. If you need to contact us regarding your tracking information, please ensure the following is provided:
Full Name
Order Number
Delivery Address
Tracking Number (if known)
WHERE DO YOU DELIVER & DELIVERY COSTS
All shipping locations and prices can be found here on our delivery page.
If you have any questions regarding our shipping options and prices, please contact us on helen@uzuribeautystore.com or click the ‘contact us’ option on our website.
