Virtual Consultations Frequently Asked Questions

1. How do I contact my Virtual Consultation Skincare Expert?
2. Is there a fee for the consultation?
3. How do I join the appointment?
4. I am having trouble joining the Virtual Consultation.
5. What if I get disconnected during the call?
6. What do I need to do to prepare for my Virtual Consultation?
7. How do I rebook or cancel if I can no longer make my appointment?

1. How do I contact my Virtual Consultation Skincare Expert?
Our Skincare Experts are also available via Live Chat and SMS from Monday-Saturday, 9am-6pm ET. If you have any questions prior to your appointment, please reach out via the chat feature on shiseido.com or via text at 1-(702)-602-5345.

2. Is there a fee for the consultation?
At this time, there is no fee associated with your Virtual Consultation.

3. How do I join the appointment?
Upon booking, you will receive an email with a link to use at the time of your Virtual Consultation. Please ensure that your browser settings allow for access to the microphone and camera.

Please note, if you are late for the appointment, the Skincare Expert will wait 5-10 minutes before contacting you to reschedule.

4. I am having trouble joining the Virtual Consultation.
We recommend checking to ensure you have a strong internet connection before joining your Virtual Consultation. If your video or audio is not working, your browser settings may be preventing our video system from accessing your camera and microphone. Please be sure to check your browser permissions to allow camera and microphone access. For example, for an iPhone you will find this under settings -> Safari -> Camera -> Ask Deny or Allow.

5. What if I get disconnected during the call?
If you get disconnected during your Virtual Consultation, please use the same link you received when you booked your appointment to reconnect. If you are unable to reconnect, the Skincare Expert will email you directly to reschedule.

6. What do I need to do to prepare for my Virtual Consultation?
To ensure that you have the best experience during your Virtual Consultation, we recommend a space with good, natural lighting (not backlit). Our Skincare Experts need to be able to see your skin and features clearly as possible to make the best recommendations.

We also recommend joining your Virtual Consultation from a space with a strong internet connection. Before your appointment, also check your browser permissions to ensure access to your device microphone and camera so you can join the appointment seamlessly.

7. How do I rebook or cancel if I can no longer make my appointment?
If you need to cancel or rebook your appointment, please reference your booking confirmation email and click “Manage booking.”