Frequently Asked Questions

1. How do I obtain product samples?
2. Does Clé de Peau Beauté have a loyalty program?
3. Do you test on animals?
4. How do I check the status of my order?
5. What happens if a product in my order is out of stock?
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 nickel?
11. When do opened/unopened products expire?
12. Do you ship outside of Canada?
13. What is your corporate position on sustainability?
14. How can I cancel or modify my order?

1. How do I obtain product samples?
We offer up to 2 free samples with every order. Available samples can be selected in the Shopping Bag page.

2. Does Clé de Peau Beauté have a loyalty program?
Clé de Peau Beauté does not currently have a loyalty program.

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.

4. How do I check the status of my order?
See your order details by visiting our Check Your Order page here .

5. What happens if a product in my order is out of stock?
Items 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 items, including samples, cannot be replaced with alternatives once the order has been processed.

6. Where can I find information about your ingredients?
You will find the full list of ingredients for each Clé de Peau Beauté product on it’s respective product page on cledepeaubeaute.ca.

7. Can I use this product while pregnant/breastfeeding?
We are committed to providing our clients with the highest quality products. Please be assured that you may use our products safely under normal condition of use throughout your pregnancy and while breastfeeding. Of course, we recommend you consult with your physician if you have any specific concerns. We have all product ingredient information listed on our website.

8. Do your products contain gluten?
Many of our products do not contain ingredients derived from barley, oats, rye, spelt or wheat, which are commonly known sources of gluten. However, due to the wide range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are free from any traces of gluten. If you have specific questions or concerns regarding gluten, and the ingredients contained in our formulas, we recommend that you consult your physician. All product ingredients can be found on the product page.

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.

10. Do your products contain nickel?
We are committed to sourcing and using only top-quality ingredients with the highest level of purity in our formulations. All of the ingredients used 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.

11. 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.

12. Do you ship outside of Canada?
We are unable to ship to international locations at this time.

13. 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 follow the link provided:

https://www.shiseidogroup.com/sustainability/env/policy/

14. How can I cancel or modify my order?
Full 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.