eCommerce Policy


Terms and Conditions of SHISEIDO (Hong Kong) e-Commerce

Welcome to SHISEIDO (Hong Kong) e-Commerce. Our goal is to bring you a simple, convenient and secure shopping experience.

Please note that the Terms and Conditions under this eCommerce Policy apply solely to purchases within and have no legal effect in sales transactions via other channels including our physical stores within and outside Hong Kong, except as expressly stated otherwise herein.


For the purpose of using online shopping services provided by SHISEIDO Hong Kong Limited for purchasing products under SHISEIDO (the brand name referred below as, “SHISEIDO (Hong Kong)”) on (the “Site”), you will need to register an account. In doing so and in your access and use of the Site, you agree to (where necessary) provide us with accurate, updated, and complete information of yourself in all respects for such purpose. By registering the online account, you fully agree to the Terms and Conditions of this page, Cookies Policy and the Terms of Use. You further consent to SHISEIDO (Hong Kong)’s Privacy Policy on how we collect, use and disclose your personal data. SHISEIDO (Hong Kong) is committed to complying with the requirements under the Personal Data (Privacy) Ordinance, Chapter 486 of the laws of Hong Kong.

Generally, we would not ask you for your account’s password either in written format (via email or otherwise), in person or on the phone. In using the Site, you are responsible for: (i) safeguarding any passwords associated with your use of the account and our Services, and (ii) all use of our Services under your account. Please take reasonable care in protecting access to your account from any unauthorized use. If you become aware of or suspect any unauthorized use of your account or suspect any other security incident related to your account, please Contact Us immediately.


Once you have successfully created an online account and you can start making purchases on the Site. You may receive 1 point for every HK$1 dollar spent on the purchase you made through the Site; but it is subject to change based on promotion mechanics, such as double bonus point etc. For details of the membership, please refer to If you are already a subsisting member of SHISEIDO (Hong Kong), you may be able to check on your current membership balance of points earned from your previous purchases made at SHISEIDO (Hong Kong) shops or counters on your online account. Any new points earned from the online purchase will be added and accumulated to your existing membership balance. Therefore, the provision of the true and accurate information by you is extremely important in this regard. As a reminder, unless specified, all purchase offers and services are not applicable in online purchase.


You will receive 1 point for every HK$1 dollar spent on your online purchase. Any new points earned from the online purchase will be added and accumulated to your current existing membership balance in 2 days. As a reminder, points are non-transferrable to any third parties and cannot be used to redeem cash.

Any points earned can be redeemed at SHISEIDO (Hong Kong) shops or counters only. Any points, regardless earned from online or offline purchases, must be redeemed at SHISEIDO (Hong Kong) shops or counters only. In any disputes, the decision of SHISEIDO (Hong Kong) shall be final and conclusive.


SHISEIDO (Hong Kong) reserves the right to amend or withdraw any content on the Site at any time without any notice. SHISEIDO (Hong Kong) shall not be liable for any breakdown or temporary unavailability of the Site at any time and for any period for whatsoever reason(s).


By placing orders on the Site, you are (i) offering to purchase a product, (ii) representing that you are of legal age to form a binding contract, and (iii) representing that all information you provide to us in connection with such order is true and accurate and you are an authorized user of the payment method provided. The receipt by you of an order confirmation does not constitute our acceptance of an order or any promise concerning your offer. Any time after receiving your order we retain the sole and absolute right to accept, refuse, or modify any order request made by you. If your order is acceptable by us, a contract shall be deemed concluded when we send you an email to confirm that the goods under your order have been shipped from our shipping center.


SHISEIDO (Hong Kong) will endeavour to ensure that content and the product descriptions on the Site are as accurate and complete as possible. Despite our efforts, however, any content and/or product information on the Site may occasionally be inaccurate, incomplete or out-of-date. We therefore do not warrant the accuracy or completeness of the information of this Site. If you later feel that a purchased product does not match under the description in this Site, you may however consider returning the product subject to the Return Policy provided below.


Prices are shown on the Site in Hong Kong Dollars (HK$) only.

The prices of the products will be as stipulated on the Site except in the case of obvious error. Although we make every effort to ensure that all prices appearing on the Site are accurate, errors may occur and we reserve our right to rectify them. If we discover an error in the price of any products that you have ordered, we will inform you as soon as possible and offer you the option of confirming your order at the correct price or cancelling it. If we are unable to reach you, the order will be deemed cancelled.

For the avoidance of doubt, SHISEIDO (Hong Kong) reserves the right to adjust its prices on the Site from time to time without any prior notice to you.


SHISEIDO places utmost importance on the security of online transaction. The Site employs Secure Socket Layer (SSL) encryption technology, the most advanced consumer online security technique to date, which will encode your information when you place an order online. You can be assured that your order will be placed in a safe and secure manner. We have used government approved encryption software. If you wish to learn more about SSL encryption software, please visit In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software include but not limited to the following:

AOL 5.0 and higher
Internet Explorer 5.0 and higher
Mozilla Firefox
Netscape 6.0 (Windows only)
Google Chrome



In case an item of your choice is temporarily out of stock when you are placing your order, we will notify you via email with information on the anticipated shipment date of the backordered item. Backordered items are generally shipped as soon as they are available. If for any reason you wish to cancel a backordered item, please get in touch with us by phone at (852) 2262 6966 and we will be happy to assist you.



  • Orders are processed and shipped on business days only (Monday through Friday, excluding Saturdays, Sundays and any Public Holidays).
  • Orders placed on Saturdays, Sundays or any Public Holidays will be processed the following business day
  • Standard Delivery orders are processed within 3 - 4 business days.
  • Orders are shipped to areas within Hong Kong and Macau only.
  • At the moment, we are unable to accept orders to be shipped to addresses outside Hong Kong and Macau.
  • We will try our most commercially reasonable effort to meet the estimated processing time as above but we cannot guarantee that such estimate can be met and we shall not be liable for any delay.


Our policy stipulates that the quantity of any single product item / set must not be greater than 5 in any given order. If you have any queries, please Contact Us and we will be happy to provide assistance.


The status of your most recent orders is available for checking on the Site. You may click on “Order Status” and login to your Account to view the status of your orders.

If you wish to track your order via the carrier's website, simply click on the tracking number next to the specific order to view the delivery status of your purchase.

*Please note: For some carriers, it may take up to 24 business hours for the tracking information to be made available after the order has been shipped.


Once we start processing your order, we regret that no change or cancellation can be made. If you would like to cancel an online order after placing it, please contact us by emailing to We may or may not cancel your order and our decision shall be final and conclusive.

Occasionally, orders or parts of an order are cancelled for various reasons. Some reasons are:

  • Unavailability of item(s)
  • Difficulty in processing your payment information
  • Cannot ship to the address provided
  • A duplicate order was placed
  • Upon customer request
  • Purchase limits have been exceeded

If your order is cancelled, we will notify you of the cancellation by means of email notification and arrange a refund accordingly. If you have any queries about a cancelled order, please contact us at (852) 2262 6966 or via email


In the unfortunate event that you cannot locate the package when the tracking information confirms delivery, we suggest you

  1. 1. Check with neighbours and family members
  2. 2. Look around the delivery location
  3. 3. Get in touch with SF Express by phone at (852) 2730 0273 or (853) 2873 7373.

Unless otherwise mentioned (e.g. specifically listed promotions on the website), the following delivery policy is applicable to orders made on the Site.

  • Complimentary shipping for each purchase of HK$500 or above
  • A delivery fee of HK$30 for any order below HK$500

Standard Delivery Service is offered to delivery addresses of Hong Kong only.

Standard Delivery Service (Hong Kong & Macau)

Areas in service

  • Standard Delivery Service is available within Hong Kong Island, Kowloon, New Territories, Outlying Islands and Macau. This service is NOT available in specified areas, including but not limited to: Lo Wu and Po Toi Islands.
  • No Delivery Service will be made outside of Hong Kong and/or Macau.
  • We do NOT accept P.O Box as delivery address.
  • Orders will be delivered to the address provided by customer when placing their order. An order can be delivered to one address only. If you wish to have the items of one order to be sent to multiple addresses, you will need to place a separate order for each address.

Shipping days and schedules

  • We will try our most commercially reasonable effort to meet the estimated delivery time set out in below but we cannot guarantee that such estimate can be met and shall not be liable for any delay.
  • Your parcel will be ready for shipping in 3-4 business days upon confirmation of payment. This is for reference only as the actual situation might vary depending on stock availability.
  • Under normal circumstances, you will be able to receive your order in 5-7 business days after the parcel is ready. Please allow extra time for delivery to remote areas. It could take 6-8 business days for the parcel to arrive at the shipping address.
  • Delivery service is not available on Sundays & Public Holidays.
  • Delivery Schedule (with the exception of Outlying Islands. Please refer to ‘Outlying Islands Delivery Schedule’) is as follows:
    Mondays to Saturdays 09:00 – 19:00
    Sundays and Public Holidays Not available
  • Outlying Islands Delivery Schedule:
    Cheung Chau Mondays and Thursdays 14:00 - 18:00
    Lamma Island Tuesdays and Fridays 14:00 - 18:00
    Peng Chau Wednesday and Saturdays 14:00 - 18:00

SHISEIDO (Hong Kong) reserves the right to amend or change the above Outlying Islands Delivery Schedule at any time as it deems appropriate without a prior notice to you.

S.F. Express EF Locker Pickup Service (Hong Kong & Macau)

  • Orders can be delivered to S.F. Express EF Locker selected by customer in “Shipping” in “Checkout”
  • Make sure the mobile phone number provided should be able to receive SMS text message.
  • The shipment will be ready in 3-4 business days upon confirmation of payment. This is for reference only as the actual situation might vary depending on stock availability.
  • Under normal circumstances, shipment will arrive at selected S.F. Express EF Locker in 5-7 business days after the parcel is ready. Please allow extra time for delivery to remote areas, it could take 6-8 business days for the parcel to arrive.
  • The parcel must be picked up within 30 hours of SMS text message. Should there be any difficulties, please directly contact SF Express Customer Service Hotline at 2730 0273.
  • For parcel collected from ‘Hot’ EF Lockers after the first 24 hours upon the system initiating parcel collection SMS message, an accumulative fee will be charged by SF Express for every 24-hour as a unit thereafter. SF Express may update charges and Terms Conditions, please visit SF Express official website or contact SF customer service hotline for details.​

    SF Express will update the list of ‘Hot’ and ‘Regular’ EF Lockers on a regular basis.​

Shipment tracking/ change of shipping address

  • Once the order is shipped out, you can acquire the Waybill number in ‘My Account>Orders’ . If you would like to track your parcel, please contact SF Express.
  • If you need to make changes to the delivery address after the order is shipped out, please directly contact the Customer Service of SF Express for such arrangement. All expenses arising from the change shall be borne by the customer.
  • If the parcel is unable to be delivered after multiple attempts by SF Express, it will be sent back to SHISEIDO (Hong Kong). In that event, we may cancel your order if we do not hear from you within 30 days from the date of shipment and we will (subject to our right to deduct any shipment fee and cost on gift-wrap) refund the balance of any money already paid to us in the order to your credit card. To learn more about the refund procedure, please refer to e-Commerce Policy regarding Refund for detailed information.

SF Express Customer Service Hotline and Office Hours

+852 2730 0273 (Hong Kong)
+853 2873 7373 (Macau)
Mondays to Fridays 08:00 - 20:30
Saturdays, Sundays and Public Holidays 08:00 - 20:00


SHISEIDO (Hong Kong) shall not be liable or responsible for any failure to perform, or delay in performance of, any of SHISEIDO (Hong Kong)’s obligations under a contract that is caused by events outside SHISEIDO (Hong Kong)’s reasonable control.

Such an event includes any act, event, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

  • 1. Strikes, lock-outs or other industrial action
  • 2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether war declared or not) or threat or preparation for war.
  • 3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster
  • 4. Delay caused by any third party in the use of railways, shipping, aircraft, motor transport, or other means of public or private transport
  • 5. Delay or any disruption of services due to the use of public or private telecommunication networks
  • 6. The acts, decrees, legislation, regulations or restrictions of any government.

SHISEIDO (Hong Kong)’s performance under any contract is deemed to be suspended for the period that the abovementioned event continues, and SHISEIDO (Hong Kong) will have an extension of time for performance for the duration of that period.


We accept payments made by:

  • Visa
  • MasterCard
  • American Express
  • JCB
  • China UnionPay
  • Alipay
  • WeChat Pay (PC Browser View)

For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.



We hope that you are delighted with your order. However, if you are not entirely satisfied for any reason whatsoever with your purchase, you may return any purchased items in their original condition for a full refund or exchange within 7 days from delivery.

Products must be unopened and in their original packaging. No returns will be accepted for opened or used products.

Refunds and exchanges will be processed within 7 business days upon receipt of the items. Refunds (excluding the initial delivery charge) will be made to the original form of payment.

Returns or exchanges for purchases made online will be processed in accordance with the Return Process below and will not be accepted for any return or exchange at SHISEIDO (Hong Kong) shops or counters.


1. Contact SHISEIDO (Hong Kong)

We kindly ask you to contact us via email or at (852) 2262 6966 to inform us of your decision to return the item(s). In order to process your request, please provide us with the following information for verification:

  • Order number
  • Order date
  • Product name and quantity which need to be refunded
  • Reason for refund
  • Photo of the product

2. Pack the item(s) for return

If your request is accepted, carefully pack the items into the box and attach the original receipt or packing slip.

Please ensure that the items you are returning are unopened, resalable and in its original packaging, with all the accessories and inserts to SHISEIDO Beauty Zone (Causeway Bay) or SHISEIDO Beauty Zone (Tsim Sha Tsui) in person. No returns will be accepted for opened or used products.

3. Receive a Refund

Your refund will be credited to the original form of payment. No cash refund will be provided. Shipping fees or gift wrap is non-refundable.

Please note, due to varying processing times between payment providers, the time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.


The terms and conditions of SHISEIDO (Hong Kong) e-Commerce shall be read together with the Privacy Policy, Cookies Policy and the Terms of Use. It is your responsibility to read, understand and comply with these terms and condition during your access and use of the Site. SHISEIDO (Hong Kong) reserves the right to make changes to the Site or any part of these terms and conditions at any time without any notice to you. Please visit this page from time to time to check for any updates or changes to any part of the terms and conditions of SHISEIDO (Hong Kong) e-Commerce (including its Privacy Policy, Cookies Policy and The Term of Use).

Limitation of Liability

SHISEIDO (Hong Kong) warrants that any product(s) purchased from us through the Site is of reasonable quality.

SHISEIDO (Hong Kong)’s liability in connection with any product(s) purchased through the Site is strictly limited to the purchase price of the Product(s). SHISEIDO (Hong Kong) accepts no liability for any loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, waste of management or office time or for any indirect or consequential loss or damage of any kind however arising and whether caused by tort (including negligence) breach of contract or otherwise, even if foreseeable.


All activities undertaken under your account, whether by you or anyone else with or without your consent, are your sole responsibility. You agree to fully indemnify and hold us, SHISEIDO Hong Kong Limited (including its officers, directors, agents, affiliates and its parent company), harmless and free from and against all liabilities, claims, expenses, damages, costs and losses (including legal fees), arising from any breach of these terms and conditions by you. This includes the use of the Site by any other persons using your account caused by your action or inaction.


If you have any enquiry relating to any order you purchase on/through the Site, please contact us via email or at (852) 2262 6966.


The terms and conditions of SHISEIDO (Hong Kong) e-Commerce, together with the Terms of Use, Cookies Policy and Privacy Policy, are governed by and construed in accordance with the laws of Hong Kong. The courts of Hong Kong shall have the exclusive jurisdiction in the event of any dispute or claim arising out of or in connection with the terms and conditions herein.

©2021 SHISEIDO Hong Kong Limited. All rights reserved