Welcome to Shisei Treatment Shop’s FAQ section. We’ve compiled answers to common questions about our professional-grade skincare solutions, global delivery, and customer care policies. Can’t find what you need? Our skincare concierge team is always happy to help at [email protected].
About Our Products
What skin concerns do your products address?
Our scientifically-formulated products target specific skin concerns including:
- Acne and blemishes
- Signs of aging (fine lines, wrinkles, loss of elasticity)
- Hyperpigmentation and uneven skin tone
- Redness and rosacea
- Dullness and lack of radiance
Are your products suitable for sensitive skin?
Many of our formulations are designed with sensitive skin in mind, featuring gentle yet effective ingredients. We recommend reviewing individual product descriptions for specific suitability information and always conducting a patch test when trying new products.
How should I store my skincare products?
To maintain product integrity, store in a cool, dry place away from direct sunlight. Some active ingredients may require refrigeration after opening – this will be clearly indicated on the product packaging.
Ordering & Account
How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Account benefits include order tracking, faster checkout, and personalized skincare recommendations.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your registered email address. You’ll receive instructions to create a new password within minutes.
Can I modify or cancel my order after placement?
We process orders quickly to ensure timely delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process.
Shipping & Delivery
What are my shipping options?
We offer two reliable shipping methods:
- Standard Shipping ($12.95): 10-15 business days via DHL/FedEx with tracking
- Free Shipping (orders over $50): 15-25 business days via EMS
Do you ship to my country?
We offer global delivery excluding select Asian and remote regions. If you’re unsure about delivery to your location, please contact our skincare concierge team at [email protected] before placing your order.
How are skincare products packaged for shipping?
We take special care with every shipment:
- Temperature-conscious packaging for sensitive formulations
- Secure sealing to prevent leaks
- Discreet packaging that respects your privacy
- Protective cushioning to prevent damage
My package hasn’t arrived. What should I do?
First, check your tracking information. If your package is delayed beyond the estimated delivery window or shows as delivered but you haven’t received it, please contact us immediately at [email protected] with your order number for assistance.
Payments
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect all transactions and never store your complete payment information on our servers.
Why was my payment declined?
Payment declines can occur for various reasons including insufficient funds, incorrect card details, or your bank’s security measures. We recommend:
- Double-checking all entered information
- Contacting your card issuer to ensure international transactions are enabled
- Trying an alternative payment method
Returns & Exchanges
What is your return policy?
We offer a 15-day return policy from the date of delivery for unused, unopened products in their original packaging. To initiate a return:
- Email [email protected] with your order number and reason for return
- We’ll provide return instructions and authorization
- Once received and inspected, we’ll process your refund within 5-7 business days
Can I exchange a product?
We currently don’t offer direct exchanges. For a different product, please return the original item (following our return policy) and place a new order for the desired product.
What if I receive a damaged or incorrect item?
Please contact us immediately at [email protected] with photos of the damaged/incorrect product and your order number. We’ll arrange for a replacement or refund at no additional cost to you.
Additional Assistance
How can I contact customer service?
Our skincare concierge team is available via email at [email protected]. We typically respond within 24-48 hours. For faster service, please include your order number (if applicable) and detailed question in your initial message.
Do you offer product recommendations?
Absolutely! Share your skin concerns and goals with our concierge team, and we’ll recommend products from our clinical-grade collection tailored to your needs. We’re committed to helping you achieve your healthiest, most radiant skin.
Still have questions? We’re here to help you navigate your skincare journey. Email our expert team at [email protected] for personalized assistance.