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. When do opened/unopened products expire?
13. Do you ship outside of Canada?
14. What is your corporate position on sustainability?
15. How can I cancel or modify my order?

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1. How do I obtain product samples?
We offer free samples with every order. If there are specific products that you would like to try please contact our Customer Service team and provide the product name and your mailing address. We will do our best to accommodate any sample requests, but we cannot guarantee availability.

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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) in your order, including samples, are based on stock availability and are not guaranteed to be fulfilled.
If an item in your order is out of stock after your order has been placed, that item will be canceled from your order, and you will receive a notification via email. All in-stock items in your order will be shipped to you.
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 can find the full list of ingredients for each Shiseido product on its respective product page on Shiseido.ca

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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 conditions of use throughout your pregnancy and while 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. When do opened/unopened products expire?
Unopened products maintain their quality and perform as expected for approximately five years when stored at room temperature.

Once opened, it’s advised to use the product within the specified timeframe indicated by the Period After Opening symbol, which varies by product. This symbol is used as a guideline to indicate the number of months the products should be used within after you have first opened it, provided the product has been stored under normal conditions and not exposed to extreme temperatures.

The Period After Opening symbol looks like a small jar with a number and the letter M inside it. This can be found on the bottom or the back of the product. The number found next to the letter M indicates the recommended number of months the product should be used within after opening.

For example, a product marked “12M” should be used within twelve months of opening.

Non-SPF products do not have an expiration date unless otherwise indicated.

For further reference please contact Customer Service.

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13. Do you ship outside of Canada?
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. How can I cancel or modify my order?
Cancellations are eligible within 90 minutes after the order is placed.
To cancel your order, please log in to My Account and visit the Order History tab. Should your order be eligible for a cancellation, the option will appear beside the order number. If you don’t have an account, kindly use our Order Tracker to search and locate your order.
Please contact Customer Service if you wish to modify your order.