Things worth knowing.
The questions we are asked most often, answered as honestly as we can.
The Formulas
What goes into a Ueno product?
Very little, by design. Each formula contains only what the skin needs for that specific purpose — no fillers, no fragrance, no ingredient included for appearance on a label. We source from fewer than six suppliers and know the origin of everything we use. The full ingredient list lives on each product page, unabbreviated.
Are your products suitable for sensitive skin?
Most are. We formulate without synthetic fragrance, alcohol, and the most common contact irritants. That said, every skin is different, and we will not make a blanket claim. If you are uncertain about a specific formula, write to us at formulas@ueno.com — we will tell you honestly whether it is right for you.
Why do batches sometimes look or smell slightly different?
Because they are made by hand, in small quantities, with natural materials that vary by season and source. A slight difference in colour or scent is not inconsistency — it is evidence that nothing has been standardised beyond what the formula requires. The efficacy does not change.
Do you test on animals?
No. Never. This is not a policy we review.
Using the Products
How much should I use?
Less than you think. Our formulas are concentrated and designed to be used sparingly. Most products have a suggested amount in the instructions — we recommend starting there, then adjusting to your own skin's response over time. More is rarely better.
Can I use multiple Ueno products together?
Yes, though we suggest introducing one product at a time — not because they conflict, but because it is the only way to understand what each one is doing. Skin deserves attention, not a system.
How long before I see a difference?
Longer than most brands will tell you. Meaningful change in skin takes weeks, sometimes months. We ask that you give each product at least four weeks before drawing conclusions. What you may notice sooner is how the skin feels — softer, less reactive, less in need of managing.
Should I change my routine with the seasons?
Often, yes. Skin changes with temperature, humidity, and light. We do not prescribe a seasonal routine, but we do suggest paying attention. If your skin is asking for something different, it usually is different.
Orders & Delivery
How long will my order take to arrive?
Each order is hand-packed after it is placed. Please allow one to two working days for preparation before dispatch. Delivery times vary by location — you will receive tracking information once your order leaves us.
Can I change or cancel my order after placing it?
If your order has not yet been packed, yes. Write to orders@ueno.com as soon as possible. We cannot make changes once an order has been dispatched, but we will always do what we can.
Do you ship internationally?
Yes, to most countries. Shipping costs and estimated timelines are shown at checkout. Import duties, where applicable, are the responsibility of the recipient — we recommend checking your country's thresholds before ordering.
Something arrived damaged. What should I do?
Write to us at orders@ueno.com with your order number and a photograph of what arrived. We will resolve it without requiring you to argue your case.
Packaging & Sustainability
Can I return or refill my packaging?
Yes — and we encourage it. All Ueno bottles are designed to be refilled or returned. Details of our return programme are included with every order. Returned packaging is cleaned and re-used where possible, or responsibly recycled where not.
Why are the labels uncoated?
Because they age. An uncoated label will mark, soften, and change over time — we find this honest. It also means the label is not laminated with plastics that would complicate recycling. The appearance of the bottle reflects the philosophy of what is inside it.
Is the packaging recyclable?
The glass is infinitely recyclable. The aluminium caps are too. We ask that you rinse before recycling. If you are unsure how to dispose of a specific component, write to us — we would rather be asked than have something end up in landfill unnecessarily.
Why don't you offer a larger size to reduce packaging waste?
We have thought about it carefully. Small batches mean fresher product — fewer preservatives, shorter time on shelf. A larger bottle would require a more robust formula, and that is not a trade we are willing to make. The answer to packaging waste, for us, is the return programme — not a bigger bottle.