SHISEIDO FAQ

How can I create an account?

To create your Shiseido account, simply click on “Account” on the top-right of the website and enter your email address and password.
For your information, you do not need to create an account to place an order. Once you confirm your basket, you can place your order as a guest, create an account or, if you already have one, log in.

I’ve forgotten my password. What should I do?

Don’t panic! You can reset your password at any time by clicking on “Account” and then “Forgot password?”. Simply enter the email address you used to create your account, then click on VALIDATE.
You will receive a password reset link by email. Click on this link to create a new password and access your account again.
If you don’t receive the email, check your junk mail and spam folder.

How can I modify my personal data, or have it erased?

Shiseido is committed to protecting your privacy and respecting your confidentiality choices. We strive to build strong, lasting relationships with our customers, based on trust and transparency. Because of this, protecting your personal data is key.
In order to exercise your rights to access, restrict processing, request rectification or erasure of or object to the processing of your data, contact us using this form.
For more information concerning the collection and processing of personal data, please consult our privacy policy.

How can I subscribe to or unsubscribe from the Newsletter?

Do you want to be informed of our news, sales, and exclusive offers?
All you need to do is click on “Subscribe to the newsletter” at the bottom of the website and enter your first name, surname, and email address. As a bonus, you will benefit from a discount code to use on your next order!
You can unsubscribe from the newsletter at any time using the unsubscribe link present at the bottom of each of our emails. You can also send your unsubscribe request using this form.

How can I delete my account?

If you want to delete your account, please contact us via this form.
Select the subject “Personal Data” and make your request to delete your account.

How can I add products to my wish list?

You like a product but want to have a think about it? To be sure you can find it easily, simply add it to your favourites by going to the product page and clicking on the “heart” on the right. You will then be able to access all your favourites under the “Favourites” section of your customer account.

How can I place an order?

If you’ve fallen for a product and are ready to place an order, it’s very simple.
Go to the product page, select the desired quantity, and add it to your basket. Please note that a maximum of 6 of the same items can be purchased.
You can view and make changes to your basket by clicking on Modify or Delete. Once you have confirmed your basket, you can place your order either by logging in to your customer account or checking out as a guest.
Carefully check the order details and the delivery address before confirming the payment. You will receive an order confirmation email once your order has been confirmed.
If you encounter difficulties placing an order, or if you do not receive an order confirmation email, you can contact us here.

What are the payment options?

On shiseido.co.uk, we accept the following payment methods:

At Shiseido, we know how important security is when making online purchases. Your payment is completely secure (SSL certificate).
Please note that your payment will be debited once your order has been dispatched.

How can I pay with PayPal?

If you want to pay for your order with PayPal, simply select this payment method when placing your order, accept the Shiseido website terms and conditions, and click “Place order”.
You will be automatically redirected to your PayPal account to finalise your transaction.
Once your payment has been confirmed, an order confirmation page will be displayed on our website. You will also receive a confirmation email.

How can I pay with Apple Pay?

If you want to pay for your order with Apple Pay, simply select this payment method when placing your order, accept the Shiseido website terms and conditions and click on “Place order”.
You will be automatically redirected to your Apple Pay account to finalise your transaction. Once your payment has been confirmed, an order confirmation page will be displayed on our website. You will also receive a confirmation email.

How can I pay with Klarna?

If you want to pay for your order with KLARNA, simply select this payment method when placing your order, accept the Shiseido website terms and conditions, and click on “Place order”. KLARNA allows you to pay for any order of more than 35 euros, in 3 instalments, at no extra cost. Please note that the 1st payment will be debited when your order is dispatched. The 2 remaining payments will be automatically scheduled for the following 2 months. For any additional information concerning KLARNA, you can click here.

You can also Pay Later, pay in 30 days, the payment period is 30 days from shipment of the goods.
You can click here for all the information on payments

I didn’t receive an order confirmation email. What should I do?

The order confirmation email is sent within 24 hours of you placing your order. If you have not received it, please check your junk mail and spam folder, but also ensure that the order has been confirmed by clicking here. For any assistance, you can also contact us by clicking here.

How can I view my invoice?

Your invoices can be accessed directly on your Shiseido customer account. You can view them in the “Orders” section. Select the order in question, then click “Order details” and “Download the invoice”.
If you placed your order as a guest, you can access your invoice by clicking on “Track my order”.

How can I choose my samples?

To allow you to discover or rediscover our products, we are delighted to gift you 3 samples of your choice when you place an order.
When you add an item to your basket, you will be able to make the choice in your basket by clicking on “Select”.
For information, samples must be selected before placing an order and are proposed while stocks last. If you have forgotten to select the samples, unfortunately you will not be able to add them after placing your order.

How can I use my discount code?

To benefit from your offer, it’s very simple:

• Enter your discount code in the “Promo Code” field below the order summary
• Click on APPLY
• Your offer and the discount will be displayed directly in the basket summary

Information regarding special offers and discount codes:
If you get an error message when entering your code, check that:

• There are no spaces in your code
• Lower and uppercase letters have been respected
• You have not mixed up O and 0 when entering the code
• Your order fulfils all conditions mentioned in the legal notices applicable to your code

For information, each discount code:

• Is only valid once per order and for a limited period
• Cannot be cumulated with other ongoing offers, apart from any exceptions mentioned in the legal notices
• Is only valid on certain products (refer to offer exceptions)

Once I have placed my order, can I make changes to it or cancel it?

We do everything we can to process your order as quickly as possible. Unfortunately, once your order has been confirmed, it cannot be cancelled or modified.
If you have changed your mind and no longer want the product ordered, you have 30 days after receipt of your order to return it and request a refund.

My order has been cancelled. Will my account be debited?

No, the order amount is only debited once an order has been dispatched.

Why has my order been cancelled?

Despite our efforts, your order may be cancelled for several reasons: exceptional stock shortage, a problem with payment or order preparation. Rest assured; your account has not been debited as payment is only taken once an order has been dispatched. For any question regarding cancellation of your order, you can contact us here.

What are the delivery costs and times?

On shiseido.co.uk, there are 4 delivery options.
Depending on the delivery method chosen when making payment, and if the order is placed after the cut-off time, it will be processed on the next working day (from Monday to Friday, excluding bank holidays).
Please note that delivery times may be longer during busy periods.

*Average time frames observed, Monday to Friday, excluding bank holidays

Can I have my order delivered abroad?

On shiseido.co.uk, the products that are ordered may only be delivered to United Kingdom (excluding South Georgia and the South Sandwich Islands, British Antarctic Territory and British Indian Ocean Territory).
If you want your order to be delivered to another country, please choose the country at the bottom of the website in order to be redirected to the corresponding website.

How can I track my order?

Rest assured; we will keep you informed throughout the entire order process. You will receive a tracking link by email as soon as your order has been dispatched.
You can also track your order via your account, under “Orders” or “Track my order”.

I haven’t received my order, what should I do?

You can track your order at any time under the “Order history” section of your account. If you placed your order as a guest, click on “Track my order”.
We do our best to dispatch your order as quickly as possible, however, please note that delivery times can be longer during busy periods.
If your order is being prepared, be patient. It should arrive shortly!
If you encounter difficulties when tracking your order, you can contact us here.

The product I received is damaged/My order is incomplete. What should I do?

If you notice that your order is incomplete or damaged, you can contact us by clicking here.
Have your order number ready to allow our advisors to take the necessary measures.

How can I make a return?

If you change your mind, you have 30 days after receiving your order to return any items to us. You can request a refund directly in your customer account under “Orders”, or, if you placed an order as a guest, under “Track my order”.
Once you have created your return, carefully wrap your product(s), and insert the return form in your parcel. This will allow our teams to quickly identify your order. You will receive a prepaid label by email allowing you to return your order free of charge.
Please note that products must be new, unused, and in their original packaging to be eligible for a return and refund.

For more information on the legal right of withdrawal and our return policy, you can view our Terms and Conditions. For any questions concerning an ongoing return, you can also contact us by clicking here.

What are the refund methods and times?

You will receive your refund via the original payment method, within 14 days of receipt of your parcel by our warehouses.
During busy periods, refund times may be longer.

When will my product be available again?

Sometimes, certain products may be victims of their success and temporarily unavailable. To be informed when they are back in stock, enter your email address on the product page.

Where can I find my product?

Unfortunately, we do not have any visibility regarding in-store stock. You can directly contact the store nearest to you.

Can I review a product?

Your feedback is very important to us as it allows us to continuously improve the quality of our products. To leave a review, simply visit the product page and click on “Review” below the product description, then on “Write a review”.
Each review is verified by our teams who reserve the right to refuse certain publications depending on their content. For any additional information on how reviews are managed, you can click here.

How can I apply for a job or internship offer?

If you’re interested in our brand and want to apply to work for us, we would encourage you to regularly visit the “Careers” section:.

What skincare routine is suitable for my skin?

Start your personalised consultation and discover your custom skincare routine, suitable for your skin and needs, here.

What make-up routine is suitable for my skin?

Start your personalised consultation and discover your custom make-up routine, suitable for your skin and needs, here.

Which foundation is perfect for my skin?

Benefit from Shiseido’s expertise by answering our questionnaire to discover the foundation suitable for your skin type and skin tone, and which corresponds to what you are looking for, here.

Do you need some beauty advice?

For personalised beauty advice, contact us here.