UZO 

Reply from UZO

Nov 11, 2025

Dear Faye Gee,

Thank you for your message.

We could not find any orders under the name "Faye Gee" in our system. Could you please provide more information so that we can address the issue properly?

For further assistance, you can also reach out to our customer support at info@uzo.com
where we’ll be happy to help resolve any issues.

We look forward to hearing from you.

Best regards,
Asha – UZO Team

Reply from UZO

Nov 10, 2025

Hello Monika,

We would like to clarify that all information regarding shipping times and delivery periods is clearly and transparently stated on the UZO website. This information was available to you at the time of placing the order, and it is through this process that you agreed to the terms and conditions.

We understand the importance of timely delivery, but the shipping and processing times were followed as outlined, so the delay was not an error on our part.

We apologize for any inconvenience this may have caused.

Best regards,
Asha - UZO Team

Reply from UZO

Nov 10, 2025

Hello,

Thank you for your feedback.

We would like to inform you that the delivery time is calculated from the date the order is shipped, not from when it is created, with which you agreed when placing the order.

Your order was placed on October 13, 2025, shipped on October 21, 2025, and delivered on October 30, 2025. This was all within the time frame for the express shipping option you selected (4-12 business days).

Regarding the damaged box, we have already explained that it is not possible to claim a damaged package. The photos you provided regarding the claim did not show any defects in the product itself.

We apologize for the inconvenience caused, but we hope you understand that everything is in accordance with our terms and conditions.

Best regards,
Asha – UZO Team

Reply from UZO

Nov 10, 2025

Hello,

Thank you for your feedback. Unfortunately, we cannot find any order under the name Al Mon in our system. It is unfair and unproductive to accuse us without providing specific details about your order.

If you have any issues, we recommend contacting our customer support team directly, as they are ready to assist you and resolve any concerns you may have.

We ask that customers provide the necessary information so we can assist them effectively.

Best regards,
Asha – UZO Team

Reply from UZO

Updated Dec 4, 2025

Hello Elena,

Thank you for providing the additional information. After reviewing the details, I discovered that your order was unfortunately not dispatched by the seller. As soon as this was identified, a refund was processed for you.

We deeply regret this situation and understand how frustrating it must be for you. However, please note that sometimes these issues are beyond our control as they depend on the seller's actions.

We sincerely apologize for the inconvenience and assure you we are doing everything we can to assist you in resolving this matter.

Kind regards,
Asha – UZO Team

Reply from UZO

Nov 6, 2025

Hi Sally,

Thank you for your message. I completely understand how frustrating it can be to wait for a delivery.

However, I’d like to clarify that all the information regarding shipping times and delivery estimates was clearly provided on the UZO website. When placing your order on October 21st, you selected free shipping, which typically takes 8–13 business days from the date of dispatch. The seller also has up to 14 days to dispatch the order, which was shipped on October 31st. According to the latest update, the package is still on its way and currently in transit.

I believe that, given the clear terms and timelines provided, the negative review is somewhat unjustified. All the conditions were stated, and by placing the order, you agreed to them.

I hope this explanation helps, and that the situation will be resolved soon. Thank you for your understanding and patience!

Asha – UZO Team

Reply from UZO

Nov 4, 2025

Hello Alison,
We are very sorry about the situation. Unfortunately, under the name Alison we cannot locate a specific order to verify the issue. Therefore, we kindly ask you to provide additional information, such as the order number or the email used for the purchase.
If you received a damaged product, we strongly recommend contacting our customer support and exercising your right to file a complaint.
Please note that UZO operates as a marketplace – a platform where sellers list their products and independently set prices and return/refund policies. As UZO, we do not have the ability to change their internal procedures or influence how orders are processed.

Thank you for your understanding and cooperation.

Best regards,
Asha – on behalf of the UZO Team

Reply from UZO

Nov 3, 2025

Dear Gábor,

Thank you very much for your kind review and for taking the time to share your experience.
We’re truly pleased to hear that your order and delivery went smoothly and that you’re satisfied with the product.

Your positive feedback means a great deal to us, it encourages our team to continue providing the best possible service and quality.

If you ever need any further assistance, please don’t hesitate to contact us.

Best regards,
Asha
UZO Customer Support

Reply from UZO

Oct 31, 2025

Hello,

Regarding your order, I would like to inform you that a complaint was opened on October 20, 2025.
All necessary documentation, including photos and information about the damaged items, has been submitted to the seller, and we are currently awaiting their official response.

I would also like to point out that all important information regarding shipping, delivery times, and tracking is clearly provided on our website: https://uzo.com/en/legal-informations/shipping-policy

As soon as we receive the seller’s response regarding your complaint, we will contact you immediately via email with further information and instructions.

Thank you for your patience and understanding.

Best regards,
Asha
UZO Customer Support

Reply from UZO

Oct 24, 2025

Dear Baktash,
Your review is unfounded and does not reflect the actual progress of your order.

According to our records, your order was placed on October 8th, 2025 and shipped on October 15th, 2025, fully within the standard timeframe.
The seller has up to 14 calendar days from the date of payment to dispatch the order - a condition you agreed to and confirmed when placing your order.

You selected Express Shipping (4–11 business days).
The delivery period is calculated from the shipping date, not from the order date, and “business days” refer to Monday through Friday, excluding weekends and public holidays.
This means your shipment is entirely within the expected timeframe and is currently on its way.

We also note that you never contacted our customer support team regarding this matter, even though any question can easily be resolved by emailing info@uzo.com, as clearly stated on our website.
Instead, you chose to post misleading and inaccurate information, unfairly damaging the reputation of a company that is fulfilling its obligations precisely as promised.

Your order is proceeding normally and the delivery is within the stated timeframe.
This review is therefore inaccurate and does not reflect the real status of your order.

Asha for the UZO Team

Reply from UZO

Oct 24, 2025

Hello,

thank you for your message.
Please note that our customer support team is fully available at info@uzo.com, where we can assist you directly with your order.

It is completely normal that you received the first confirmation email after placing your order — this confirms that your payment was successful and that your order has been processed and forwarded to the seller for dispatch.
Once your parcel has been shipped, you will receive another email with the shipping confirmation and tracking number.

In most cases, sellers are able to dispatch orders within 24 hours after payment. However, they have the right to ship the order within 14 calendar days at the latest.
If the order is not shipped within this period, it will be automatically cancelled by the system and the payment will be refunded within 14 days.

All information regarding order processing and delivery times is clearly stated on our website.

If you would like to get more detailed information about the status of your order, please contact us at info@uzo.com, or simply provide your order number here, and we will reach out to you directly.

Thank you for your patience and understanding.

Best regards,
Asha – Team UZO

Reply from UZO

Oct 27, 2025

Dear Customer,

Your review is unsubstantiated, as you have not provided any order details, despite being invited via Trustpilot to share this information so we could verify your case.
Without these details, it is impossible to confirm that you actually placed an order with us or to review the specific circumstances.

As a general clarification:
– Sellers have up to 14 calendar days from the date of payment to ship the order.
– Express delivery means 4–11 business days from the date of dispatch, not from the order date.
“Business days” refer to Monday through Friday, excluding weekends and public holidays.

Within these timeframes, the entire process can naturally take up to three weeks, which is still fully compliant with the stated delivery terms.

If you were dissatisfied with the product quality, the correct procedure would have been to contact our customer service at info@uzo.com, where we always assist customers with returns or product complaints.

Trustpilot, however, is not a support channel but a feedback platform — and in this case, your statement, provided without any verifiable evidence, unfairly damages the reputation of a company that follows clear and transparent procedures.

— Asha for the UZO Team

Reply from UZO

Oct 20, 2025

Dear Christian,
Thank you for your message. Unfortunately, we are unable to locate your order in our system, as the username “Christian” does not match any existing customer account and no order number was provided.
If you could share your order reference, we would be happy to verify all the details and give you precise information about your shipment.

We would, however, like to clarify how our shipping timelines work, as this seems to be a simple misunderstanding of the delivery schedule.

Each seller on UZO has up to 14 calendar days from the date of payment to dispatch an order.
The delivery time only starts counting once the order has been shipped.
For express shipping, the delivery timeframe is 4–11 business days -> business days meaning Monday to Friday, excluding weekends and public holidays.

This means that if your order was dispatched a few days after being placed, it is still well within the standard delivery window.

We’re sorry for any confusion caused, we never mislead customers about shipping times.
All delivery information is clearly stated on the product page and throughout the checkout process.
Once you share your order number, we can check the exact status and confirm that everything is proceeding normally.

Kind regards,
Asha for the UZO Team

Reply from UZO

Oct 17, 2025

Hello,

we would like to clarify that all information regarding processing and shipping times is transparently displayed on our website before completing any order.
The statement “order now – ships the next day” refers to the start of the processing phase, not necessarily the physical dispatch, which takes place within 24 hours to 14 days, as clearly stated in our terms and conditions accepted at checkout.

We’re sorry if this caused any misunderstanding, but our communication fully complies with transparent and fair advertising practices.
Your refund request will of course be reviewed and processed according to our standard procedure.

Kind regards,
Asha for the UZO Team

Reply from UZO

Oct 14, 2025

Hello,

The refund has been processed. Please check your bank account to confirm that the amount has been credited. At the same time, we are sending you an email with a document confirming the completed refund from UZO support.

The standard processing time for refunds is 14 days, although we usually try to complete the process sooner. The Stripe payment gateway notes that it may take 5–10 business days for the amount to appear, which unfortunately we cannot influence.

Best regards,
Asha – UZO team

Reply from UZO

Oct 10, 2025

Dear Ms. Boerve-Joergensen,

We understand your concern and would like to clarify the situation regarding your order and shipping process.

Your order was placed on October 2nd, 2025, which means it is still well within the normal handling timeframe.
As explained on our website, sellers on UZO have up to 14 calendar days from the payment date to prepare and ship each order. This is the standard time allowed for processing and packaging before dispatch.

Regarding the note “In stock – ships immediately”, this refers to product availability, confirming that the item is physically in stock and ready for processing.
It does not mean that every order leaves the warehouse the same day — the dispatch time depends on the seller’s preparation schedule and the shipping method selected.

When visiting the product page, the detailed information clearly states:

“The fastest delivery option available at checkout is 4–11 business days. In 99% of cases, parcels arrive within this timeframe. In exceptional situations, we reserve the right to extend the delivery time, while keeping the customer informed of the shipment status.”

After you contacted our customer service, our colleague replied to provide a full explanation of these timeframes, including the 14-day dispatch window and 4–11 business days for delivery after shipment.
This message was meant to give you accurate and transparent information — not an automatic response.

Please rest assured that your order is proceeding normally and will be shipped within the expected time window.
If, for any reason, it is not dispatched within the 14-day period, it will be automatically cancelled and fully refunded.

We understand that waiting can be frustrating, but your order is on schedule and there has been no delay or issue.
Once your package is shipped and received, we would truly appreciate if you could reconsider your 1-star rating to reflect your complete experience with UZO.

Kind regards,
Asha for the UZO Team

Reply from UZO

Updated Oct 1, 2025

Hello,

Your comment about “Distortion of culture” is completely irrelevant to our activity and represents nothing more than a defamatory attack. The entire content of your review is therefore illegitimate, misleading, and purely defamatory.

There is no order associated with your name in our system, and moreover you are posting from a region (South Africa) where we do not operate at all - which further demonstrates that this is not a genuine customer experience.

Such conduct is not only a violation of Trustpilot’s rules, but may also constitute defamation: the spreading of false claims that harm the reputation of a company.

We will not accept baseless accusations of this kind. If your review had any connection to a real transaction, we would expect you to provide evidence. Since there is none, your review cannot be seen as anything other than a false and damaging statement.
Sincerely,

Asha for the UZO Team

Reply from UZO

Sep 19, 2025

Hello,

Your review contains only vague statements such as “Terrible Business,” but no concrete details or order number. In our system, there is no order under the name “Tobi Olla.” If you are unable to provide specific information, then this is not a genuine customer experience but simply an unfounded attack.

Trustpilot is intended for evaluating real purchases and deliveries, not for spreading general defamation. A review written in this way is misleading, damages our reputation, and provides no value to other customers.

If you do have an order and a genuine issue, please provide the order number. If not, then your review is false and illegitimate.

Sincerely,
Asha for Team UZO