Frequently Asked Questions

ORDERS

How do I place an order? 

1. Indicate your desired quantity in the box.

2. Click on “Add to Cart ” to continue shopping.  

Note: To review your items, click on the "Cart" icon located at the upper right corner of the page.


When you're ready to place your order:

a. Click on ‘Checkout’ and your order summary will appear for review.

b. Fill in your contact information and Shipping Address Shipping Method.

c. Click on "Continue to payment" to proceed with payment details. And thereafter complete the order by clicking on "Pay Now".

You will receive a confirmation email shortly after you have successfully placed your order.

Where is my order confirmation number?

 Your order confirmation number will be reflected in the order confirmation email received. 

Thus, please ensure the emailed shared is correct. 

Can I amend my order after it has been confirmed and paid for? Once you’ve placed your order, we are unable to make any changes, additions or amendments. Our systems are automated and changes may cause delays or mix-ups in the preparation of your order. We highly suggest that you review your shipping details before checking out.

In the event that the provided address indicated on the order is incorrect and the package is delivered, U-Beauty will not be liable for any replacement or refund.
Can I cancel my order? Cancellations cannot be made once the order is finalised. Our systems are automated and changes may cause delays or mix-ups in the preparation of other orders.

If your order has already been processed/received and you wish to return an item please contact our Customer Service team.
I placed an order and I did not get any update email? Please contact our Customer Service

 

PAYMENT & REFUNDS

What kind of payment do you accept? 

Visa, Mastercard, and American Express debit and credit cards, as well as Cash On Delivery.

I made a payment but have yet to receive any confirmation. Most payments are processed immediately. Check with your bank or card provider to see if the payment has been deducted from your account.
If you did not receive an order confirmation email from us within 2 days, please contact Customer Service.
How long is your refund process? 

For approved refund, U-Beauty may provide a refund via the original payment method which may take up to 10 working days.

Kindly note that there'll be a $5SG administration fee charge for any refund or cancellation request. 

How are Cash on Delivery (COD) refunds paid?
Cash on Delivery (COD) will be refunded by bank transfer. 

 

DELIVERY

When will my order be shipped out? We ask that you allow 2-7 business days for the order to arrive at your home.
You will receive an email from us once your order is placed to confirm all the details of your order and an email confirmation with tracking when your order ships.
What should I do if my order has not arrived? Please contact our Customer Service Team immediately with your order number and details if shipment has not arrived in more than 7 days.
Can I change my delivery address in my order? Once you’ve placed your order, we are unable to make any changes, additions or amendments. Our systems are automated and changes may cause delays or mix-ups in the preparation of your order. We highly suggest that you review your shipping details before checking out.

In the event that the provided address indicated on the order is incorrect and the package is delivered, U-Beauty will not be liable for any replacement or refund.
Will I get charged for a re-delivery Your purchase price will include 2 delivery attempts, following which additional charges may be imposed.
What happens if I'm not available to receive my package upon delivery? You may contact our customer service hotline provided in the SMS which will be sent to you for delivery arrangements.
Do you process orders during Public Holidays? Our warehouse is closed during eve of Public Holidays and Public Holidays, your orders will be processed on the next working day.
Can I choose a time slot?  Our deliveries are scheduled between 9am to 10pm. You may contact our customer service hotline provided in the delivery SMS to request for delivery in a specified time slot. We will try our best to accommodate to your delivery timing request as much as possible.
Do you provide International Shipping? Unfortunately, at the moment we only cater to local deliveries. 

 

RETURNS AND EXCHANGE

What if my item was damaged, incorrect or faulty? In the unlikely event you receive an item that is damaged, incorrect, or if there is an item missing, please contact our Customer Service Team.

Please have the following details on hand:

- Image of Item/Parcel(s) received
- Name of Item
- Order Number

U-Beauty HAS THE RIGHT TO COLLECT UNSOLICITED PRODUCTS, IF NECESSARY.

We will arrange for a replacement. Otherwise, a refund or credit voucher will be issued to you
What do I do if there is an issue with the item I received? Please contact our Customer Service Team immediately with your order number, details and an image of the defective or incorrect items received.

Please do not dispose/throw away the items as they need to be returned to us.
What do I do if I had an allergic reaction? Different skin types and skin conditions may react differently to our products and brands. The product ingredients are listed on the page to help you identify any sensitivities with certain ingredients. It's always best to know and understand how your skin reacts to different products and ingredients.

If you have experienced an allergic reaction, please send a detailed description of what occurred along with photos to our Customer Service. We will communicate this to the brand and help find an appropriate solution. Please note that issues must be reported within 30 days of purchasing the item. In certain instances, a medical certificate may be requested to help ascertain if it is the product that caused the allergic reactions.
What is the return and exchange policy? If you change your mind about your purchase, we have a 14 day exchange policy upon receipt of order, subject to the following terms and conditions:

- Item must be in its original purchase condition
- Packaging must be unopened, unused, unmarked and not defaced in any manner.
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
- This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.
- Shipping cost associated with the return of the product will not be covered by U-Beauty.

If all the requirements mentioned are met, contact Customer Service with your order number and the item you wish to return. 

 

OTHERS

I have a question that isn't answered here, how can I contact you? If there is a question that we have not answered here, do just send us an email to Customer Service (contactus.uspl@unilever.com) or call us at 1800 661 9898. 
Are your products authentic?  Yes. We work directly with the brands and authorised distributors to ensure that all products we sell are authentic.