FAQ
Orders
How do I know if my order has been successful?
Once an order has been placed, you will see an order number at the final checkout page and will receive an order confirmation email shortly. Please check your Spam folder as well. Please note an order confirmation email may take up to 24 hours from the date of order placement. If you have an account, you can also check the status of your order by logging in and going to ‘My Orders’. This is not available if you checked out as a guest.
What happens if my payment is declined?
We suggest that you return to the checkout page to make sure all the details you entered are correct before trying to re-submit your order. If you still have issues with making payment and need further assistance, please contact our Customer Service Team via email at suqquuk@eqpuk.com or use the contact form below. Please allow up to 2 working days till we get back to you.
Can I cancel my order once I have received confirmation?
If your product hasn't been dispatched already, it may be possible for us to cancel your order before the goods have left our warehouse. Get in touch with our customer service as soon as possible.
If your goods have already been dispatched, you can refuse the delivery of the order which will then be returned to us. Once we received your goods, we'll give you a full refund minus the postage and packaging cost.
If you've already received the goods, please see our Return Policy for full details on how to return them to us.
Delivery
How can I track my order?
We'll email tracking details of your order as part of our dispatch confirmation, and we'll keep you regularly updated with information from our courier. Your contact details are shared with the couriers who may send you SMS messages with allotted time slots of when the delivery will take place on the day.
What's the exterior packaging like?
All our products are dispatched in a simple brown cardboard box or mailer. There's nothing on the outer packaging to let you (or anyone else) know where the parcel has come from.
What if I no longer require the order?
Please take a look at our online Returns Policy to find out more.
Which shipping options are available?
For orders purchased on uk.suqqu.com we offer standard shipping on all orders. Please review our Shipping Policy for detailed information.
Can items be shipped internationally?
We currently only ship to the United Kingdom.
Orders at uk.suqqu.com can be delivered to locations in mainland UK and Scottish Highlands & Offshore Islands, excluding Northern Ireland and the Channel Islands.
Please note that for remote areas of the United Kingdom, delivery times may take up to 1-2 days longer.
Unfortunately, we’re unable to deliver to areas that have special customs regulations.
What happens if my order arrives damaged?
If part or all of your order is damaged in transit, please reach out to our Customer Service Team via email at suqquuk@eqpuk.com or use the contact form below. Please have your order details ready. We may require photographs of the delivery.
Account
How do I register for an online account?
Go to Create Account page, or add your details during the checkout.
I've forgotten my username/ password.
Your username will be your email address. If you forget your password, follow the 'Forgotten your password?' link. Reset Password page will pop up asking you to enter your email address. Once you've done this, click ‘Submit’. An email will be sent to the address that you have entered prompting you to create a new password. Please check your Spam folder if you haven’t received it. If you're still having problems logging in, please get in touch with our Customer Service Team at suqquuk@eqpuk.com or use the Contact Form below.
Can I change my password?
You can change your password at any time from within 'My Profile' when you're logged into your account. Simply select 'Change my Password' and follow the onscreen steps.
What are the benefits of having an online account?
By registering your details and creating an account you'll be able to keep an eye on your order history and status, manage an address book update your personal profile and enjoy a speedier checkout.
How do I add or change an address in my address book?
You can add, remove or change an address once you have signed into 'My Account' from within the 'Address details' section.
How do I change my account details to update my new email address?
Your account username (your email address) is the unique identifier for your online account and it’s also how we communicate any information about your online orders. For security purposes, we’re unable to change the login information for your online account. This is to protect any saved information you may have stored within your existing account, including addresses and saved payment details.
Should you wish to use an alternative email address, we kindly request that you set up a brand-new account. This will mean that you'll no longer have visibility of your order history or any previously saved information.
Products
How long do SUQQU products last? Where can I find the expiry date?
Product quality will not change over 3 years or more if unopened and kept at normal conditions. Once opened, please refer to the PAO (Period After Opening) symbol which is indicated on the product itself and on the product packaging.
The PAO symbol looks like an open cream jar and indicates the length of time after opening during which the product should be used, in months. For example, "12M"stands for 12 months.
Are your products safe to use during pregnancy?
During pregnancy your skin may become more sensitive, so we recommend you consult your doctor if you have any concerns.
How can I find the right products for me?
If you have questions with any of our products, get in touch with our Customer Service Team by email at suqquuk@eqpuk.com or contact us using the Form below.
In order to provide appropriate products for your skin type and needs, we invite you to visit your local SUQQU counters for personal counselling. Our trained SUQQU Beauty Consultant will be happy to assist you. To find a nearby store, please visit our Stores page.
Why has my favourite product been discontinued?
We apologise for discontinuing your favourite product. We aim to provide products with the latest technology, which we are working to develop and improve each day to grow as a brand. Sometimes we have no choice but to discontinue certain products to introduce new products with more advanced technology.
Please visit our in-store counters where SUQQU Beauty Consultants will be happy to introduce you to our alternative products. You can also contact our Customer Service Team via email at suqquuk@eqpuk.com or use the contact form below. Please allow up to 2 working days till we get back to you.
Other
Do you offer free samples?
As we strongly believe in personal counselling, we would like to recommend that you visit your nearest SUQQU stockist for a personal consultation. Our SUQQU Beauty Consultants will be happy to offer you the most appropriate samples for your skin type or skincare concern. To find a nearby store, please visit our Stores page.
Can I buy your sample-sized products as wedding favours or for goody bags?
We don't sell our samples, so we can't offer them as wedding favours or for goody bags.
How do I join your mailing list?
You can keep up to date with our latest news by signing up to SUQQU UK Newsletter. A newsletter sign-up box can be found on the footer of our website. You will always have the option to opt out if you no longer want to receive our newsletters.
How do I unsubscribe from your mailing list?
Click "unsubscribe from this list" in the bottom of our email newsletters.
If you need further help:
Please use the form below to contact customer services with your enquiry.
We will endeavour to respond as soon as possible but please allow up to 48 hours (excluding weekends & bank holidays) for a representative to get back you.
-
BASE MAKEUP
From foundations coveted by Hollywood makeup artists, to high-quality primers and powders...
-
COLOUR MAKEUP
The latest trend-setting colours with indulgent textures. SUQQU colour makeup is sought...
