Customer Service

Contact Customer Service

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

 
 

SHOPPING

Returns and Exchanges

If you are not completely satisfied with your purchase from Shiseido.ca, 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 customercare@shiseido.ca 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 Shiseido.ca can be accepted for return. We regret that we cannot make exchanges at this time.

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 customercare@shiseido.ca.

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 Shiseido.ca. 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 Shiseido.ca.

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 customercare@shiseido.ca.

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.

Ordering by Phone

If you wish to place your Shiseido.ca 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.

 

SHIPPING

Shipping Options

Shiseido is pleased to offer free standard shipping on orders totaling C$50.00 and above (before taxes and after any discounts have been applied).

Canada Post Standard Shipping – C$10.00 (orders will ship in 3-7 business days)
Canada Post Express Shipping – C$15.00 (orders will ship in 2-3 business days)

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 Shiseido.ca 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 Shiseido.ca 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 Shiseido.ca 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.