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 9AM - 12AM EST Monday - Sunday.

 
 

SHOPPING

Order Status

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.

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. Or simply check your order by visiting our Check Your Order Page.

Return Information

Return Policy

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. Empty containers will also not be accepted for refund.

Processing time for returns takes up to 10 business days from the date the return is received. Credit will be issued to the original form of payment for the amount of the item plus sales tax. Shipping charges are not refundable, and exchanges are not currently allowed.

Please follow the below steps to make a return for your [Shiseido] Online purchase.

  • Circle the items you are returning and choose the reason for return on the packing slip included in your shipment.
  • Re-pack the merchandise in its original packaging, if possible, and enclose the packing slip 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. You may choose to drop off your return package at a local post office, postal collection box, your own mailbox, at a FedEx location or go to https://www.usps.com/pickup to request a free USPS package pickup at your home or business address. 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 select a carrier of your choice. We recommend using an insured and traceable delivery method. You can return your purchase to the address below.
      [Shiseido.com] Returns
      700 Commerce Parkway West
      Greenwood, IN 46143

PLEASE NOTE: Only items purchased on shiseido.com will be accepted for a return. If your items were purchased at an authorized retailer, please contact the retailer to arrange for a return or exchange.

Additionally, items purchased on [shiseido.com] cannot be returned or exchanged at retailers that sell Shiseido products.

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

Sales tax will be charged in all states in the United States and all United States possessions where required by law. 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

Afterpay

What is Afterpay?
Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in 4 equal payments made every 2 weeks without any interest.

How do I use Afterpay?
Just shop shiseido.com and check out as usual. At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa or MasterCard ONLY). If you’ve used Afterpay before, just log into your Afterpay account. Then complete your order — it’s that easy! Please note: Gift card payment is not combinable with this service.

Where can I use Afterpay?
Afterpay can only be used on purchases made on Shiseido.com.

Can I use Afterpay if I’m a Canadian customer?
No, this service is only available for customers who live and reside in the US.

How does the Afterpay payment schedule work?
All Afterpay customers are required to make their first payment at the time of purchase. The remaining 3 payments are deducted automatically every 2 weeks in equal installments from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log into Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly. You can log into your Afterpay account anytime to view your payment schedule or make a payment before the next due date.

What if I can’t pay an Afterpay installment?
If funds are not available at the time the automatic payment is due, you will be charged an $8 late payment fee by Afterpay. An additional $8 fee will be charged if the missed payment is not made within 7 days. Late fees will not exceed 25% of the total order. Please see Afterpay Payment Purchase Agreement here.

When will my items be delivered if I use Afterpay?
Afterpay orders are delivered within our standard shipping timeframes like any order from Shiseido.com. Free standard shipping is available for orders over $25. Please visit our Shipping Policy for more information.

Is there a limit to how much I can spend on a single Afterpay transaction?
Yes, your bag value must be between $35 and $1,000 to use Afterpay on Shiseido.com.

What products are not eligible for Afterpay?
Gift cards cannot be purchased using Afterpay and Auto Delivery subscriptions will not be eligible for Afterpay.

How do I return an item purchased with Afterpay?
Any order paid for with Afterpay can be returned within our 30-day Return Policy. Please view our Return Policy for more information.

Where can I find out more about Afterpay?
Please visit the Afterpay website here for a comprehensive list of FAQs. You can check out Afterpay’s Privacy Policy here. If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 855-289-6014 or use the contact form found here.

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 9AM - 12AM EST Monday - Sunday.

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.

Promotional Discount

New customers receive a 15% off promo code when they sign up for an email subscription. Only valid on orders of $100 or more. This offer is valid on Shiseido.com only. Visit our exclusive offers page for more details.

Promotions cannot be combined with any other offers or discounts. Offers are not valid on prior purchases. We may restrict promotion redemption to one per client or one per order. Please note, excessive misuse of promotions and codes may result in order or item cancellation.

 

SHIPPING

Shipping Options

Due to the large volume of holiday orders, orders placed over the Thanksgiving Holiday, Black Friday and Cyber Monday may incur longer processing times.

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 3 – 7 business days 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.