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SUPPORT

ORDERS + SHIPPING

  • Where do you ship?
    We currently ship to Hong Kong, Indonesia, Malaysia, the Philippines, Singapore, Taiwan, Thailand, and the United States.
    More countries to be added later. All the items will be shipped from Japan.
  • What forms of payment do you accept?
    We accept all major credit cards and PayPal.
  • Where is my order?
    We process orders Monday through Friday (Japan Standard TIme) in the order in which they are received. Orders shipped via Standard Service are shipped via EMS(https://www.ems.post/en). Please allow up to 1 business day for your order to be processed.
  • How can I change my shipping address?
    If you would like to change your shipping address, please contact us as soon as possible. We can be reached at support@uz.team.
  • Can I cancel my order?
    If you would like to cancel your order, please contact us as soon as possible. We would be happy to honor the request as long as the order has not been shipped. Kindly reach out to support@uz.team for assistance.
  • Can I return or exchange my order?
    If for any reason you are not satisfied with your UZU purchase, please email our customer service within 8 days after you receive your item with your order number, reason for the return. Items can only be returned for a refund for the price paid, shipping fees are non-refundable.
    We are unable to offer exchanges at this time.
  • What are the shipping options?
    We offer only standard shipping via EMS. FREE shipping orders $120 and over (excluding taxes). Shipping for orders under $120 will be charged a flat rate of $24 for standard shipping.
    Shipping generally takes around 3-5 days to arrive after your order is processed.
    We process orders Monday through Friday (Japan Standard Time) in the order in which they are received. Please allow up to 1 business day for your order to be processed.
  • Regarding Customs and Import Taxes
    As international purchases made through our website are considered personal imports, customers are fully responsible for any imposed import tax and return shipping fees on prohibited items.

    Please confirm in advance the import laws of you country and take responsibility for your imported products.

PRODUCTS

EYE OPENING LINER

  • I cannot see the ink coming out.
    The tip of the eyeliner brush always needs to be kept clean, free from other makeup products on it (e.g. eyeshadows), as it might cause the brush to be clogged.
    We recommend cleaning the brush/felt tip on a regular basis, by gently rolling the brush/tip onto a dry tissue to get rid of any excess makeup.

    Also, make sure to store the product placed horizontally.
    *If kept vertically, it might cause clogging, as the pigment in the ink could sink and accumulate to affect the flow and color performance.
  • The flow of the ink is not good - the line tends to be blurred and chipped.
    The tip of the eyeliner brush always needs to be kept clean, free from other makeup products on it (e.g. eyeshadows), as it might cause the brush to be clogged. We recommend cleaning the brush/felt tip on a regular basis, by gently rolling the brush/tip onto a dry tissue.
    If your brush seems clean yet still you don't see the ink coming out, we apologize for the trouble but we'd recommend trying the below:


    1) Place the product upside down and leave it for approximately a day.
    *Avoid leaving it for too long as it might cause the leaking of the ink.

    2) Shake the product several times (Make sure the cap is firmly closed)

    3) Lightly press the brush/felt tip part (near the base - please refer to the picture)onto a dry tissue. If you see the ink is coming out, it is ready to be used again.

    Make sure to store the product placed horizontally.
    *If kept vertically, it might cause clogging, as the pigment in the ink could sink and accumulate to affect the flow and color performance.

    If the condition does not improve even after trying the procedures above, kindly contact us at support@uz.team. (Please keep the product - do not discard.)
  • The color looks different.
    That might occur due to the certain amount of pigment in the ink inside would sink and accumulate to affect the color coming out.
    It could happen at the very first time of use, or by leaving the product for long period of time without using it. If that happens, we apologize for the trouble but we'd recommend trying the below:


    1) Place the product upside down and leave it for approximately a day.
    *Avoid leaving it for too long as it might cause the leaking of the ink.

    2) Shake the product several times (Make sure the cap is firmly closed)

    3) Lightly press the brush/felt tip part (near the base - please refer to the picture)onto a dry tissue. If you see the ink is coming out, it is ready to be used again.

    Make sure to store the product placed horizontally.
    *If kept vertically, it might cause clogging, as the pigment in the ink could sink and accumulate to affect the flow and color performance.

    If the condition does not improve even after trying the procedures above, kindly contact us at support@uz.team. (Please keep the product - do not discard.)
  • I see the ink leaking from the root of the brush
    That could happen by some accidental impact to the product (e.g. dropping the product onto the hard surface, leaving it in the very high/very low temperature, bringing it onto the airplane flight, or repeatedly shaking it too vigorously, etc.)

    If that phenomenon occurs, wipe the excess ink with a dry tissue before use. If the leaking does not stop, kindly contact us at support@uz.team. (Please keep the product - do not discard.)
  • The bristles got bent and spread out.
    We recommend always place back the cap carefully after each use, paying attention so that the bristles do not get rolled in and ruined.
  • Can I use the eyeliners on the waterline?
    From the hygienic/ophthalmological point of view, using any makeup products on the waterline is not recommended. From that standpoint, we don't encourage applying any liquid eyeliner on the waterline. However, it has nothing to do with the safety or functionality of our product. By nature, any liquid eyeliner is not the best tool for the waterline since it's hard for the liquid formula to settle on a "wet" base.

38℃ | 99℉ LIP TREATMENT

  • What does 38℃ | 99℉ mean?
    It is long known in Eastern medicine that warmth, even a touch, brings health and well-being to you. The 38°/99° Lip Treatment enhances your inner temperature – a new degree of health, a blush of beauty from within.
  • What does Self-Moisturization mean?
    38°C l 99°F Lip Treatment is the first ever self-moisturizing Lip Treatment - it breaks the seemingly endless cycle of applying and reapplying lip balm. Each bottle contains over 30 billion microbes that bond with your skin’s own microbes to keep your lips healthy and hydrated.
  • How long will it take to see results?
    The results depend on the way each individual uses the product. It often takes 1-2 weeks to feel the results of hydrated and soft lips.
  • I’ve been using the Lip Treatment and my lips still feel dry - does it mean it’s not working?
    In the beginning of the process, the “dead/dry” skin might slightly peel. The process often takes 1-2 weeks to achieve soft and hydrated lips.
  • How often should I apply the Lip Treatment?
    Application depends on each person and you can use it as many times as needed. We recommend applying the Lip Treatment 3-4 times a day to start seeing the results after 7 continuous days. For extra hydration, ±0 CLEAR Lip Treatment can be used overnight as well
  • What is the benefit of Multi Flora™? Where does it come from?
    Multi Flora™ continuously helps to keep lips hydrated, fresh-looking, and naturally full & radiant. It’s a type of lactic acid bacteria, naturally found in the human body. It was originally developed for food/health supplements, then further refined for cosmetics use. It helps support and enhance the good bacteria (that naturally exists on your skin), which produces hydrating glycerin and fatty acids to maintain skin's healthy moisture level.
  • What is Enterococcus Faecalis and why do you use it?
    What we use in our formula is Multi Flora™, which is made from a specific strain of Enterococcus Faecalis, one of the major genus in lactic acid bacteria. This heat-treated flora enhances the number of the good bacteria that already exists on your own skin and maintains the moisture level on the skin surface. It’s widely used in Eastern culture and we incorporate Multi Flora™ particularly for the lips' self-moisturization.
  • What do numbers -4:+5 represent? Will the Lip Treatment change the temperature of my lips? Do the benefits vary based on the shade?
    -4 to +5 numbers represent the colors of the Lip Treatment, from the cooler to the warmer tones. The product will not be physically changing your lips’ temperature and the treatment benefits are the same across all shades.
  • Which color is for me?
    We designed the Lip Treatments to be universally flattering. No matter which shades you try, the sheer light-infused colors compliment any skin tone.
  • Can we apply lipstick over/under the Lip Treatment? Will it have the same benefits?
    You can still expect the product’s fundamental benefits, even if you wear it over/under other lip products. ±0 CLEAR Lip Treatment makes a great conditioning base for lipstick / lip stain. Colored Lip Treatments make a great top coat for any lip product.
  • What is the finish/texture like?
    38℃ | 99℉ LIP TREATMENT instantly penetrates to hydrate from within, leaving a protective shield to seal in moisture. Each shade has its own special texture, created to maximize the color and care benefits of each treatment.
    -4 (Black): Glossy
    -2 (Sheer Green): Sheer / Glossy
    0 (Clear): Semi-Matte
    +1 (Sheer Pink): Sheer / Glossy
    +3 (Pink): Glossy
    +5 (Orange): Glossy
  • How vibrant are the Lip Treatments?
    Lip Treatments are translucent and add on a touch of color. We recommend applying a thicker coat for a bolder look.
  • Does Lip Treatment contain SPF / Fragrance / Beeswax?
    38°C l 99°F Lip Treatment does not contain SPF / Fragrance / Beeswax.