Need Help?

You may reach Shiseido.com Customer Service by:


1-866-758-5966


customerservice@shiseidousa.com


9AM - 9PM ET Monday - Friday
9AM - 6PM ET 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.

Frequently Asked Questions

  1. How do I obtain product samples?
  2. Does Shiseido have a rewards program?
  3. Do you test on animals?
  4. How do I check the status of my order?
  5. Do you guarantee the item(s) in my order?
  6. Where can I find information about your ingredients?
  7. Can I use this product while pregnant/breastfeeding?
  8. Do your products contain gluten?
  9. Do your products contain soy?
  10. Do your products contain lead?
  11. Do your products contain nickel?
  12. What is the expiration date for opened/unopened product?
  13. Do you ship outside of the United States?
  14. What is your corporate position on sustainability?
  15. What is ShopRunner Free 2-Day?
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1. How do I obtain product samples?
Samples are complimentary with qualifying orders. Quantities are limited and while supplies last only. We are unable to send samples separately from orders and should a sample selection be out of stock we cannot provide an alternative. If you are unsure about which products are best for you, we suggest scheduling a virtual consultation with a Skincare Expert.

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2. Does Shiseido have a rewards program?
Shiseido does not currently have a loyalty program.

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3. Do you test on animals?
Shiseido ended animal testing for cosmetic products and quasi-drugs for the development in and after April 2013 by establishing internal safety regulations based on alternative methods.

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4. How do I check the status of my order?
You can review your order status by visiting My Account. If you do not have an account, please visit here.

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5. Do you guarantee the item(s) in my order?
The item(s) within your order including samples are not guaranteed for fulfillment. During the time of order processing, it will be determined whether an item(s) within your order needs to be cancelled due to stock availability issues. We will ship the remaining available item(s) within your order to prevent shipment delays. Should your full order be cancelled, the pre-authorization hold will automatically drop from your payment method. Please note that cancelled item(s) including samples cannot be replaced with an alternative item(s) once the order has been processed.

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6. Where can I find information about your ingredients?
You will find the complete list of ingredients for each Shiseido product on its respective product page.

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7. Can I use this product while pregnant/breastfeeding?
Please be assured that you may use our products safely under normal condition of use throughout your pregnancy and breastfeeding. If you have any particular concerns, please consult with your physician.

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8. Do your products contain gluten?
There is no gluten or gluten-derived ingredients in Shiseido skincare or makeup products. However, due to the range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are entirely free from any traces of gluten. If you have allergies or specific personal concerns about gluten, we would suggest that you consult your physician before using products that may contain the ingredient.

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9. Do your products contain soy?
Due to the range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are entirely free from any traces of soy. If you have allergies or specific personal concerns about soy, we would suggest that you consult your physician before using products that may contain the ingredient.

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10. Do your products contain lead?
None of Shiseido’s products contain lead.

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11. Do your products contain nickel?
Nickel is used as a thin coating on the Shiseido Eyelash Curler. Shiseido is committed to using top quality ingredients with the highest level of purity, and all of our formulations undergo rigorous testing before being added to our products. If you have allergies or specific concerns about Nickel, we would suggest that you consult your physician before using products that may contain Nickel.

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12. What is the expiration date for opened/unopened product?
Unopened products typically last for around 3 years if they have been stored in cool dry conditions, though this may vary on a product by product basis. Products which have been opened are best if used within a certain time frame depending on the product. Please look for the period after opening symbol on each product.

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13. Do you ship outside of the United States?
We are unable to ship to international locations at this time.

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14. What is your corporate position on sustainability?
Protecting the environment is an important priority for Shiseido, and the company is committed to conducting its business activities in an eco-friendly and environmentally conscious manner. In 1992, Shiseido adopted the Shiseido Eco Policy, a set of guidelines detailing how environmental considerations should weigh on management decisions. To learn more about Shiseido’s efforts in protecting the environment, please click here.

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15. What is ShopRunner Free 2-Day?
ShopRunner offers free 2-day shipping to their members on Shiseido.com. ShopRunner members sign in, and ShopRunner free 2-day will automatically be selected as the default shipping method for eligible items on Shiseido.com.

To sign up and learn more about ShopRunner, please click here.

Need Help?

You may reach Shiseido.com Customer Service by:


1-866-758-5966


customerservice@shiseidousa.com


9AM - 9PM ET Monday - Friday
9AM - 6PM ET 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.