Customer Service

Contact Customer Service

You may reach Customer Care by calling 1-866-877-6088 or by e-mailing us at A representative will be available to assist you between the hours of 8AM–5PM EST Monday–Friday.



Returns and Exchanges

If you are not completely satisfied with your purchase from, you may return it within 30 days of receipt and we will provide a full merchandise refund in the original form of payment. Please note, shipping fees are non-refundable. Customers are responsible for all shipping fees associated with returns. To process your return, please contact Customer Care at or via phone at 1-866-877-6088. Refunds may take up to 10 business days from the time the return is received at our facility. Please note that only Shiseido products purchased from can be accepted for return. We regret that we cannot make exchanges at this time. Promotional offers cannot be applied to orders placed before or after the specified promotional period.

Maximum Purchase Policy

We regret that we must limit orders to no more than 5 units for any item with a maximum purchase of C$2000 per customer. If you have any questions, please call us at 1-866-877-6088 or e-mail us at

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.

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 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

Learn more about our Replenishment Service here.

Sales Tax

We are required by law to charge sales tax on all orders shipped within Canada. Sales tax is calculated and charged based on the province of the shipping address. If you have any questions regarding sales tax, please call us at 1-866-877-6088 or e-mail us at

Payment Options

We accept Visa, MasterCard, Discover, American Express, 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 of Canada.

Payment Authorization

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

Payment Authorization Holds

When placing an order using a credit card or debit card, two transactions will be posted to your account.

1. The issuing bank for your payment card will place a hold on the funds in your account equal to the amount purchased when an order is authorized. This action reserves the funds for the pending charge
2. You will subsequently be charged for the order which removes the funds from your account. The charge may vary from the amount of the authorization hold if the order is altered or cancelled prior to shipment

If an order is cancelled, the authorization hold will be removed by the issuing bank. For details on the removal of authorization holds, please contact the issuing bank’s customer service. This process is specific to each bank, we regret that we cannot provide assistance with the removal of authorization holds.

Ordering by Phone

If you wish to place your order by phone instead of shopping online, please call us at 1-866-877-6088 to place your order. A representative can assist you between the hours of 8AM–5PM EST Monday–Friday.



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

Holiday Shipping Schedule

Want to make sure your order arrives in time for the holidays? Please note our below shipping cutoff dates and offers. All orders should be placed before 12pm EST on the respective date to receive by Tuesday, December 24th.*

Thursday, December 12th Canada Post Standard Shipping 3 – 7 days* Complimentary shipping for all orders above $50.
$10.00 for orders under $50.
Thursday, December 19th Canada Post Express Shipping 2 – 3 days $15.00

*Canada Post processing times may be affected by holiday volume.

Please note:

  • At this time, we can only accept orders that are shipped to locations in Canada. This excludes shipping to P.O. Boxes.
  • Hazmat items such as Fragrances and Nail polishes, as well as some Foundations and Sunscreens must ship via standard ground.

Tracking Your Orders

After your order is placed, you will be emailed an order confirmation. Once your order is shipped, you will receive another email with your tracking information where you can track and monitor the delivery status of your Shiseido order. You can also view the status of your order by visiting and logging in to My Account with your user ID and password.

Please note that Canada Post may not have tracking information available for up to 12 business hours after the order has shipped. All previous orders can be viewed under My Account.

International Shipping

At this time, we are unable to ship to any international locations outside of Canada.

Order Processing

Most orders take 1-2 business days for processing. Orders placed on Saturday or Sunday will be processed on the following Monday.

Order Cancellations

If you would like to cancel your order, please contact us as soon as possible by phone at 1-866-877-6088. We will try our best to accommodate your request but cannot guarantee cancellation.