Customer Service

Contact Customer Service

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


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 A charge of $7.00 will be deducted from your refund amount. You may track your return package at 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

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 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

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

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 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 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.

Online Gift Cards

A eGift Card can be ordered online at and can be sent to a recipient of your choice, as long as she or he has a valid email address. eGift Cards can be purchased in increments provided on site at purchase ranging from $25 to $500. An e-mail will be sent within 24 hours of purchase to the recipient, notifying her or him that a eGift Card has been purchased for their use. A second email will be sent within 1 business day of the initial email with a Pin that is required for redemption.

  • eGift Cards can only be used to purchase merchandise on and are not valid at any Shiseido retail locations.
  • eGift Cards may not be redeemed for cash
  • eGift Cards cannot be returned.
  • Returned purchases that were paid for or partially paid for with a gift card will be credited back to the credit card we have on file for your account.
  • Delivery to an incorrect or invalid email address is the responsibility of the purchaser.
  • For balance inquiry please visit our eGift card page, enter your gift card number and bin on the check balance tab.
  • For questions regarding redemption and any other inquiries, please contact Customer Service at 1-866-758-5966 or by e-mailing us at


To purchase a eGift Card:

  • Access our eGift Card page by clicking on the eGift Card link in the navigation or at the bottom of the site. Follow the instructions and provide the information required to make your purchase.
  • An order confirmation e-mail will be sent to the email address you provide as the Sender
  • An e-mail that a eGift Card has been purchased by you will be sent to the recipient with their eGift Card number.
  • A second e-mail will be sent to the recipient within one business day with a pin number required for redemption.
  • For your protection and to ensure that charges for eGift Cards are authorized by customers' financial institutions, eGift Cards purchased on our site will not be charged or authorized for redemption during non-business hours or on weekends and holidays. Please allow up to 1 business day for your eGift Card to be activated.


To redeem a eGift Card:

  • Select the items you wish to purchase at
  • Proceed through checkout, following the step-by-step instructions.
  • On the Billing page, click “Pay with a eGift Card”.
  • Enter your eGift Card number and pin, and click Apply to Order.
  • Enter your credit card information. Please note that a valid credit card is required to redeem a gift card to prevent any fraud or misuse. However, your credit card will only be charged in the event your order total exceeds your available eGift Card balance.
  • Click Continue to Checkout to proceed with your order.
  • Once your order is processed, you will see a confirmation page letting you know your order number and payment details.
  • The total value of the eGift Card will be applied against the total order amount, including tax and shipping charges.



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
$25 or more

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
Fedex Next Day Air

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 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 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.

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