uzo Reviews 

Reply from uzo

Updated Jan 6, 2026

Hello Anna,

We’re very sorry to hear about your experience and truly regret that the product did not meet your expectations.

If the item is faulty or does not match the description, we kindly ask you to contact our customer support team at info@uzo.com, or alternatively provide your order details here so we can reach out to you directly. Your case will certainly be reviewed and handled appropriately.

Regarding delivery times, we would like to clarify that the 4–11 business days delivery estimate applies from the date the order is dispatched, not from the date of purchase. Depending on the seller, the order preparation time may take up to 14 days, which is stated in our shipping information.

Once again, we’re very sorry for the inconvenience and would appreciate the opportunity to resolve this matter for you.

Kind regards,
Asha - Team UZO

Reply from uzo

Updated Jan 2, 2026

Hi Alex,

Thank you very much for taking the time to share your experience with us. We truly appreciate your kind feedback.

We’re very glad to hear that, despite the initial issue, everything was resolved smoothly and to your satisfaction. Situations like this are exactly why we place such strong emphasis on customer support — our goal is always to find a fair and practical solution and make sure our customers feel taken care of.

Your understanding and positive attitude mean a lot to us. We truly value your trust and are glad we could turn this into a positive experience.

We wish you a wonderful start to the new year and all the best ahead. 😊

Kind regards,
Asha
Team UZO

Reply from uzo

Updated Dec 20, 2025

Hello Thomas,

Thank you for your message and for sharing your feedback. I’m very sorry that the delivery took longer than you expected, especially as you selected express shipping.

I would like to clarify the situation regarding the delivery timeframe.

Unfortunately, I am currently unable to locate your order under the name used in your review, which means I cannot see the exact dispatch date of your shipment. For this reason, I can only explain the delivery timing based on our standard process and the information you provided.

Your order was placed on November 30, 2025, and it was delivered on December 18, 2025. When calculated in business days (excluding weekends), this represents approximately 14 working days from the beginning of order processing to delivery.

Please note the following important points:

Sellers on our marketplace are allowed up to 14 calendar days to process and dispatch an order after payment.

Express shipping applies to the delivery phase after dispatch, not to the seller’s internal processing time.

Delivery times are always counted from the day the parcel is shipped, not from the payment date.

During high-demand periods (such as late November and December), international carriers may experience delays due to increased volume and limited transport capacity.

While the delivery was close to the upper limit of the expected timeframe, it may still fall within the possible range once processing time, business days, and carrier capacity are taken into account.

That said, we completely understand your frustration, especially given the additional cost for express delivery, and we truly regret that the experience did not meet your expectations.

If you would like us to review your specific order in detail, please reply with your order number or the email address used for the purchase, and I will be happy to check the exact dispatch date and shipping timeline for you.

Kind regards,
Asha
UZO Team

Reply from uzo

Updated Dec 17, 2025

Hello,

thank you for providing the additional information.

We would like to inform you that the situation has now been resolved. After reviewing the case, it was confirmed that the issue was caused by a shipping error, and for this reason a full refund has already been issued to you.

We are truly sorry for the inconvenience this has caused you and sincerely apologize for the frustration and disappointment you experienced.
Thank you for your patience and understanding.

Kind regards,
Asha

Reply from uzo

Dec 15, 2025

Hello,

We are truly sorry to hear that your experience with UZO was disappointing. However, I would like to clarify a few important points that may have affected the situation.

If the size of the boots matches the size chart provided by the seller on the product page, then unfortunately an exchange is not possible. In such cases, the only available option is to withdraw from the purchase contract and return the item to the seller (return shipping costs are covered by the customer).

However, if the product does not match the description or the size chart, that is a completely different matter. In such cases, it is necessary to open a claim/reclamation. This option was offered to you in our email on November 26th. All we needed was photos with measurements so we could open a claim with the seller and resolve the issue for you.

You chose to proceed with withdrawal from the contract, so the case was handled accordingly.

If you still believe the size you received is incorrect, please send us photos clearly showing the measurements and the size issue. In that case, we will open a claim immediately and work with the seller to resolve the problem.

We are here to help, and we are very sorry that this situation has led to dissatisfaction. We will do everything we can to make it right.

Best regards,
Asha – UZO Team

Reply from uzo

Updated Dec 9, 2025

Hello,

I’m truly sorry to hear about your experience. We never want our customers to feel misled or to struggle with getting help or a refund.

I kindly ask you to please contact us at info@uzo.com,
or provide your order number or the email used for your purchase here. Under the name shown in the review, I’m unable to locate any order, and without this information, I cannot open a complaint or investigate the issue.

Please rest assured that if the product arrived damaged, does not match the description, or if there is any other issue, we always open a complaint with the seller and work to resolve the situation - whether through a refund or another appropriate solution, according to our marketplace rules.

Once again, I sincerely apologize for your experience. As soon as we receive the necessary information from you, we will look into the matter immediately and resolve it as quickly as possible.

Kind regards,
Asha – UZO Team

Reply from uzo

Updated Dec 8, 2025

Dear customer,

I am truly very sorry for the inconvenience you have experienced - this is absolutely not the experience we want our customers to have.

Unfortunately, I am unable to locate any order under the name Lise, so I cannot check the status of your shipment. Could you please provide your order number here, or contact our support team at info@uzo.com
? As soon as I have the correct details, I will review your order immediately and help resolve the situation as quickly as possible.

I would also like to mention that all information regarding dispatch times and delivery timelines is clearly stated on the UZO website. The delivery period always begins from the moment the seller ships the parcel, not from the date of purchase. Most orders are dispatched earlier, but in some cases it may take longer, and I sincerely apologize if this caused confusion.

Please send me your order details so I can look into this for you right away.
I am here to help.

Kind regards,
Asha – UZO Team

Reply from uzo

Updated Dec 8, 2025

Hello,

Thank you very much for your message, and above all for your patience in this unpleasant situation. On behalf of UZO, I want to sincerely apologize that the whole process is taking longer than it should - I completely understand how frustrating it must be to wait for a resolution, especially when you received a damaged product that doesn’t match the pictures.

I would like to clarify that the standard timeframe for handling a complaint is up to 30 days, as you rightly mentioned. If you haven’t received an update yet, it is very likely that your complaint has not yet reached the final review stage with the seller. However, this does not mean that it has been overlooked - the process depends on communication with the supplier, which can sometimes take a bit more time.

To make sure this moves forward as quickly as possible, I will contact the seller again immediately and request that your case be prioritized. I will do everything I can to ensure you receive a prompt response and resolution.

I am truly sorry that you were left with a damaged and incorrect product without clear information on what happens next. This is definitely not the kind of experience we want to provide to our customers.

Thank you once again for your patience and for bringing this to our attention.

Kind regards,
Asha – UZO Team

Reply from uzo

Updated Dec 8, 2025

Dear customer,

I am truly very sorry to read about your experience, and I completely understand how upsetting and frustrating this situation must be. This is absolutely not the standard we want to offer, and I sincerely apologize for the inconvenience you have faced.

I also want to mention that under the name Wijsis, I was unfortunately not able to locate any order in our system. This is why it is very important that you contact us directly or provide your order details, so we can identify your purchase and take immediate action.

Please reach out to our support team at info@uzo.com, or if you prefer, you can simply send your order number here and I will personally follow up on your case.

If the seller has indeed sent counterfeit cards, we will of course resolve the issue through a formal complaint and ensure that you receive a refund for the product. To do so, we kindly need you to contact us so we can open the claim and review the necessary evidence.

Once again, I am very sorry for what happened. Please rest assured that we take such cases extremely seriously and we will do everything we can to resolve this matter quickly and fairly.

Thank you for bringing this to our attention.
Kind regards,
Asha – UZO Team

Reply from uzo

Dec 2, 2025

Dear Sardar,

I am truly sorry for the inconvenience and frustration caused, and I completely understand why this situation feels disappointing. Please accept my sincere apologies that the delivery of your order is taking longer than you expected.

I would like to clarify the timeline to provide full transparency:

Your order was placed on 13 November 2025.

The seller shipped it on 21 November 2025, which is within the 14-day processing period sellers are allowed for dispatch.

From the shipping date (21 November), only 7 business days have passed as of today.
Your parcel is currently in the hands of the local delivery service in your country, which is responsible for the final stage of delivery.

According to the available tracking information, your order is still in normal transit, not delayed due to any mistake by the seller, and we expect it to be delivered very soon.

Once again, I sincerely apologize for the inconvenience and understand how frustrating the wait can be. Thank you very much for your patience.

Kind regards,
Asha
UZO Team

Reply from uzo

Updated Dec 1, 2025

Hello Lin,
We are truly sorry to read about your experience, and we completely understand how upsetting this must be. Receiving a product that does not match the description, especially when you trusted the brand and expected genuine quality, is incredibly disappointing, and we sincerely apologize that this happened to you.

Please allow us to explain that UZO operates as a marketplace, which means independent sellers from around the world list and ship their own products. Even so, we take every issue extremely seriously, because your trust in our platform is important to us. It concerns us deeply that a seller may have sent out an item that does not meet the expected standards, and we are very sorry that you were affected by this.

We absolutely want to resolve this for you.
We kindly ask you to reach out to our customer support team directly - as soon as we receive your message, we will immediately open a formal complaint, investigate the situation with the seller, and make sure the case is handled properly. We are committed to ensuring that you receive a fair solution, whether through a replacement or a refund.

Please don’t hesitate to contact us. We are here to help, and we will make sure your complaint is fully resolved.

Once again, our sincere apologies for the inconvenience and disappointment you experienced.

Asha
UZO Team

Reply from uzo

Dec 1, 2025

Hello,

We would like to clarify the situation regarding your return request.

You asked to withdraw from the purchase and return the products. We immediately sent you the return request along with the required form and kindly asked you to complete it. After receiving the completed form, we provided you with the return address and waited for the confirmation of shipment, including the tracking number, so we could inform the seller and proceed with the refund process.

However, until the parcel is actually shipped back to the seller, we are not able to issue a full refund, as the return must be confirmed by the carrier.

We would also like to mention that you were offered a refund for the items damaged during transport, but you declined this option and insisted on returning the entire order instead.
To ensure fairness, we will now confirm to our finance department the refund for the damaged items, as originally offered.

Please note that our team has followed the standard return procedure and at no point denied your rights as a customer. We are still here to help if you wish to proceed with the return by sending the package and providing the tracking number.

Thank you for your understanding.
Asha, UZO Team

Reply from uzo

Dec 1, 2025

Dear Customer,

We are truly very sorry to hear about your experience with the jacket you received. This is definitely not the level of quality or accuracy we want our customers to encounter, and we fully understand how disappointing this situation must be for you - especially when the product does not match the photos or description.

I want to assure you that we take this matter seriously. My colleague from our claims department will contact you shortly so that we can review the issue together and open a formal complaint with the seller. We will do everything we can to help resolve this as quickly and smoothly as possible.

Once again, our sincere apologies for the inconvenience and frustration this has caused. Thank you for bringing it to our attention, we truly appreciate your patience and cooperation.

Kind regards,
Asha
UZO Team

Reply from uzo

Published Nov 27, 2025

Hello Janet,
We are truly sorry for the situation you experienced. Unfortunately, we cannot influence the internal processes of the shipping companies, including decisions related to package size or returns - but we always try to assist our customers as quickly as possible.

To properly look into your case and provide you with all the necessary information, I kindly ask you to share your order details. Under the name provided in this review, I am unable to locate any matching order in our system.

Please contact our customer support at info@uzo.com
, or feel free to provide your order number here so we can investigate the issue immediately.

Thank you for your understanding, and once again, I sincerely apologize for the inconvenience.

Kind regards,
Asha
UZO Team

Reply from uzo

Nov 26, 2025

Dear Niklas,

Thank you for your feedback. We are truly sorry to hear about your frustration. However, we would like to clarify that in the product description, it is clearly stated that the mask and the costume are separate items. The costume does not include the mask, and the mask is not part of the costume set. This is why there is an option to select either the costume or the mask as separate items during the ordering process.

We understand that this may have been unclear, and we apologize for any confusion. We regret that, based on this misunderstanding, you have decided to leave this review.

If you have further questions, feel free to contact us.

Kind regards,
Asha
UZO Team

Reply from uzo

Nov 21, 2025

Hello,

I’m very sorry to hear about your experience, and I would like to explain the situation clearly.

UZO operates as a marketplace, which means we connect customers with sellers from all over the world. In the event of any issue, we must follow the official process and communicate directly with the seller, as they are the ones responsible for shipping the order.

In your case, a complaint for a non-delivered order has already been opened with the seller, and we are currently waiting for their official response so we can proceed and resolve the situation for you.

I completely understand how frustrating the waiting can be, and I sincerely apologize for the inconvenience. I am actively monitoring the case, and as soon as I receive an update from the seller, I will contact you immediately.

Thank you for your understanding.

Kind regards,
Asha
Team UZO

Reply from uzo

Nov 18, 2025

Hello,

I’m very sorry for the experience you’ve had. I completely understand how frustrating it is to wait so long without receiving your order.

Unfortunately, the parcel was lost by the carrier, which is something we, as a marketplace, cannot control. Our customer support team has already informed you about this and also confirmed that a refund for the full product price will be issued.

I sincerely apologize for the inconvenience and for the delay you’ve had to deal with. If you need any further assistance, we’re here to help.

Kind regards,
Asha

Reply from uzo

Updated Nov 14, 2025

Dear Neil,

thank you so much for your lovely feedback! We’re happy to hear that you liked our website, packaging, and the quality of the dress.

I’m sorry to hear that the size wasn’t the right one this time. No worries, we’ll be happy to help you with the return.
Please just let me know your order number, and I will guide you through the next steps.

Thank you again for your kind words!

Kind regards,
Asha, UZO Team

Reply from uzo

Nov 12, 2025

Dear Naznin Patel,

Thank you for your feedback.

I can confirm that a complaint regarding your undelivered order was opened on November 6th. As I’ve already noticed, the complaint was approved yesterday, and a request has been submitted to our finance department to process the refund for the undelivered item.

According to the seller, the issue occurred due to a carrier error, and the parcel was returned to the seller’s warehouse. We sincerely regret the inconvenience caused by this situation.

However, we would like to kindly note that it was not necessary to leave an additional negative review, as your case was already being actively handled and resolved.

Thank you for your understanding and patience.

Best regards,
Asha – UZO Team