Need Help?

You may reach Shiseido.com Customer Service by:


1-866-758-5966


customerservice@shiseidousa.com


9AM - 11PM ET Monday - Saturday


Please note Customer Service is closed or may have abbreviated hours for the following US holidays: New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day and New Year’s Eve.

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?
  8. Is my Virtual Consultation appointment time in my Time Zone?
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1. How do I contact my Virtual Consultation Skincare Expert?
If you need to contact your Virtual Consultation Skincare Expert before your appointment, please email them by replying directly to your Virtual Consultation confirmation email, reminder email or cancellation email.

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

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3. How do I join the appointment?
The day before your appointment, you will receive an email with a link to use at the time of your Virtual Consultation. Once you join the appointment, you will be asked to agree to the SightCall Terms of Use and Privacy Policy. You will also be prompted to allow access to your microphone and camera. Please click “Allow” in both instances. Please ensure that your browser settings allow for access to the microphone and camera. From there, you will be connected with the Skincare Expert.

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

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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.

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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.

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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.

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7. How do I rebook or cancel if I can no longer make my appointment?
To rebook or cancel your appointment, please select either option from your Virtual Consultation confirmation email. Please note that when you rebook, we will cancel your original appointment on your behalf.

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8. Is my Virtual Consultation appointment time in my Time Zone?
All Virtual Consultations are booked in Eastern Standard Time.

Need Help?

You may reach Shiseido.com Customer Service by:


1-866-758-5966


customerservice@shiseidousa.com


9AM - 11PM ET Monday - Saturday


Please note Customer Service is closed or may have abbreviated hours for the following US holidays: New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day and New Year’s Eve.