Customer Service

Contact Customer Service

You may reach Shiseido.com Customer Service by calling 1-866-758-5966 or by e-mailing us at customerservice@shiseidousa.com. A representative can assist you between the hours of 8AM-8PM EST Monday-Friday and 9AM-9PM EST Saturday.


SHOPPING

Returns and Exchanges

If for any reason you are not completely satisfied with your Shiseido Online purchase, you may return it within 30 days of receipt and we will be happy to provide a full merchandise refund in the original form of payment. When returning a set or kit, we require all contents from the original set or kit. Partial items from a set or kit will not be refunded. Please follow the below steps to make a return for your Shiseido Online purchase. Please note that shipping charges are not refundable and exchanges are not currently allowed.

  1. 1. Fill out the back of the invoice included in your shipment.

  2. 2. Re-pack the merchandise in its original packaging, if possible, and enclose the invoice in the package.
    • For your convenience, you may use the pre-paid return label included in your order to make returns from the continental United States, Alaska, and Hawaii only. Remove old labels and attach only the pre-paid return label on the outside of your box. Place your return package in your mailbox, USPS blue collection box, give it to your postal carrier or drop off at any post office, or request free carrier pick up at https://www.usps.com/pickup. You will not be charged, as Shiseido is pleased to offer free returns. You may track your return package at www.fedex.com/us using the tracking number on the pre-paid return label slip.
    • Customers from U.S. Territories (such as Puerto Rico) should use the return label provided on the front side of the invoice and select a carrier of your choice. We recommend using an insured and traceable delivery method.

Maximum Purchase Policy

We regret that we must limit orders to no more than 6 units for any item with a maximum purchase of $2000 per customer. If you have any questions, please call us at 1-866-758-5966 or e-mail us at customerservice@shiseidousa.com.

Replenishment Service

We are pleased to offer the Shiseido replenishment service program. Simply specify which products you would like to have automatically replenished with the cycle of your choosing: 1 month, 2 months, 3 months or 4 months. As an additional benefit, you will receive a deluxe sample and complimentary standard shipping with every replenishment order.

When your replenishment order is ready to be processed, you will receive a reminder email. If you need to make any adjustments to your order including ship date and billing and shipping information, you can do so by logging into My Account at Shiseido.com. Shortly thereafter, your replenishment order will be shipped, unless adjustments to the ship date have been made. At the time of shipment, you will receive an email confirming the shipment of the order.

You may change the replenishment cycle of your products after receiving your first replenishment shipment. You can order any number of products at any given time, and you may cancel at any time prior to shipment of your Shiseido replenishment order.

Replenishment orders are billed to your default billing address and shipped to your default shipping address. You may edit this information by logging into My Account at Shiseido.com.

Learn more about our Replenishment Service here.

Sales Tax

We are required by law to charge sales tax on orders being shipped to the states of Alabama, Arizona, Arkansas, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Jersey, New Mexico, New York, North Carolina, Ohio, Pennsylvania, Puerto Rico, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia and Washington. If you have any questions regarding sales tax, please call us at 1-866-758-5966 or e-mail us at customerservice@shiseidousa.com.

Payment Options

We accept Visa, MasterCard, Discover, American Express, Visa Checkout, Union Pay, and PayPal. When entering your credit card information, please ensure that your billing name is exactly as it appears on your credit card. For our customer's protection, transactions cannot be processed if billing information is not 100% accurate.

Please note that we do not accept any credit cards drawn on banks outside the United States

Ordering by Phone

If you wish to place your Shiseido.com order by phone instead of shopping online, please call us at 1-866-758-5966 to place your order. A representative can assist you between the hours of 8AM-8PM EST Monday-Friday and 9AM-9PM EST Saturday.

Complimentary Gift Wrap

We are happy to offer complimentary gift wrap to any Shiseido.com purchase. To order a gift box and enter your personalized message, simply select "This is a gift" at the bottom of the shopping bag. You will then be able to enter a personalized message, of 100 characters or less, to be printed on a Shiseido card. Personalized gift messages will only be sent with gift wrapped items, we cannot send gift messages without Gift Wrap selected. Please note: multiple items within the order will be presented in one gift package.

Selecting gift wrap to your replenishment order will only apply to your initial order. The automatic replenishment orders to follow will not be gift wrapped.

 

SHIPPING

Shipping Options

At this time, we can only accept orders that are billed and shipped to locations in the United States (including APO/FPO and U.S. Territories). This excludes shipping to P.O. Boxes.

We offer standard shipping with Fedex SmartPost at the rates listed below based on your order subtotal. Delivery with standard shipping will occur within 5 – 7 business once your order has been processed and shipped.

Your Order Subtotal
Standard Shipping Cost
$0 - $24.99
$5.00
$25 or more
FREE

We also offer Fedex 2nd Day Air and Next Day Air services at the below listed flat rates.

Delivery Service
Shipping Cost
Fedex 2nd Day Air
$14.95
Fedex Next Day Air
$19.95

Tracking Your Orders

In order to check the status of your order or to track your order shipment, please go to My Account and log in with your user name and password.

International Shipping

At this time, we are unable to ship to any international locations outside of the United States.

Order Processing

Most Shiseido.com orders take 1-2 business for processing. Orders placed on Saturday or Sunday will be processed on the following Monday. Orders with 2nd Day Air or Next Day Air delivery service will be processed the same day if received by 1:00PM EST.

Order Cancellations

If you would like to cancel your Shiseido.com order, please contact us as soon as possible by phone at 1-866-758-5966. We will try our best to accommodate your request but cannot guarantee cancellation.