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. 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 Clé de Peau Beauté products contain lead?
11. Do your products contain nickel?
12. When do opened/unopened products expire?
13. Do you ship outside of the United States?
14. What is your corporate position on sustainability?
15. What is ShopRunner FREE 2-day?
16. The item(s) I recently purchased went on sale. Can I receive a price adjustment?
17. I received a damaged item. What should I do?
18. I received the wrong item. What should I do?
19. Do Clé de Peau Beauté products contain any animal products?
20. Why do some Clé de Peau Beauté products include parabens?
21. My package is marked as delivered, but I cannot locate it. What do I do?
22. How can I cancel or modify my order?
23. Why can't certain beauty products be shipped to Washington State?
24. I made my purchase through Facebook/Instagram, how do I get support on my order?

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1. How do I obtain product samples?
Samples are complimentary with qualifying orders. We cannot send samples separately from orders, and should a sample selection be out of stock, and we cannot provide an alternative. If you are unsure which products are best for you, we suggest you Live Chat with one of our Skincare Experts or schedule a virtual consultation.

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2. Does Clé de Peau Beauté have a loyalty program?
Clé de Peau Beauté 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) within your order, including samples, are not guaranteed fulfillment. During order processing, it will be determined whether an item(s) within your order needs to be canceled due to stock availability issues. We will ship the remaining available item(s) within your order to prevent shipment delays. The pre-authorization hold will automatically drop from your payment method if your entire order is canceled. Please note that canceled 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 will find the complete list of ingredients for each Clé de Peau Beauté product on its respective product page.

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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.

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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.

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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 Clé de Peau Beauté products contain lead?
Lead is never intentionally added to our products. Rather, trace amounts of lead may be present in a finished product through the addition of natural substances such as water, clay, or minerals. All our products undergo rigorous internal evaluation and/or third-party tests and are safe to use.

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11. 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.

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12. When do opened/unopened products expire?
Unopened products maintain their quality and perform as expected for approximately three 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 Care.

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13. Do you ship outside of the United States?
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 Clé de Peau Beauté and its parent company Shiseido. We're committed to conducting our 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 management decisions. To learn more about Shiseido’s efforts to protect the environment, please click here.

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15. Is ShopRunner an available shipping method?
Effective January 31, 2026, the ShopRunner services will no longer be available to any retailers or members. All active and current memberships will remain active until 1/31/2026. Returns will still be accepted per our return policy. Learn more about the ShopRunner shutdown here.

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16. The item(s) I recently purchased went on sale. Can I receive a price adjustment?
Clé de Peau Beauté does not honor any price adjustments.

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17. I received a damaged item. What should I do?
When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials, and the items inside and contact us immediately for assistance via chat or email at [email protected]. If you cannot retain the contents due to the extent of damage, handle them with care to take a photo of the damaged item(s) and then safely discard the damaged contents.

Please be advised that Clé de Peau Beauté monitors claims of lost, missing, wrong, and damaged items for abuse. Lost, missing, wrong, and damaged items must be reported immediately upon receipt of the shipment, and any damaged, or wrong items must be retained (including all packaging). Clé de Peau Beauté reserves the right to limit or deny the reshipment or credit of an order/item in all instances.

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18. I received the wrong item. What should I do?
We ask that you please retain the wrong item(s) in question and contact us immediately for assistance via chat or email at [email protected].

Please be advised that Clé de Peau Beauté monitors claims of lost, missing, wrong, and damaged items for abuse. Lost, missing, wrong, and damaged items must be reported immediately upon receipt of the shipment, and any damaged, or wrong items must be retained (including all packaging). Clé de Peau Beauté reserves the right to limit or deny the reshipment or credit of an order/item in all instances.

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19. Do Clé de Peau Beauté products contain any animal products?
We are continually evaluating alternatives to animal-derived ingredients and have replaced many ingredients with vegetable-derived substitutes. However, certain Clé de Peau Beauté products may contain animal derivatives, such as lanolin. If you would like further information as to which Clé de Peau Beauté products contain animal derivatives, please contact Customer Care, and we will provide that information.

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20. Why do some Clé de Peau Beauté products include parabens?
It is important to use preservatives to prevent bacterial and fungal contamination. With the high level of natural ingredients in our formulations, the absence of preservatives would require our products to be refrigerated and would need to be used within approximately two weeks after production. Additionally, we strive to ensure our products do not present any health risk from contamination by harmful microorganisms by using preservatives such as parabens.

Parabens have been used for over 70 years and are approved by the US FDA for use in a wide variety of consumer products, including foods and beverages. Parabens provide a critical role in frontline defense for preventing disease and infection in humans by preventing fungal and bacterial contamination, and are recognized as safe by the World Health Organization as well as government agencies around the world. In the United States, the Cosmetic Ingredient Review (CIR) expert panel (an independent body of internationally recognized medical and scientific experts in safety evaluation) has reviewed parabens and concluded that they are safe for use in cosmetic products. All our products are allergy tested and dermatologist tested.

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21. My package is marked as delivered, but I cannot locate it. What do I do?
If the tracking information for your package shows that your package was delivered, but you can’t find it:

1. Please wait 48 hours. In rare cases, packages may be marked as delivered up to 48 hours before arrival. Note: Some carriers may deliver until 10 PM.
2. Check for a notice of attempted delivery.
3. Ask your family and/or neighbors if they received the package on your behalf; Check with your leasing office, front desk and/or package locker where applicable.
4. Look around the delivery location to see if the package was securely tucked away.

If the package is still not found, please contact the carrier directly to report the missing package and ask if they can provide additional details regarding where the package was left. If the package still cannot be located, please contact our Customer Care team at [email protected] so that we can check the status of your package. Please note that Customer Care must be notified of missing or lost packages within seven calendar days of your order being marked as delivered.

 

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22. How can I cancel or modify my order?
If you want to cancel your recently placed order, please visit the “Order History” tab within My Account. If you don’t have an account, kindly use our Order Tracker to search and locate your order. Please note that the order cancellation option will only be available for eligible orders shortly after being placed. To modify an order, text us at 1-(405)-578-7046, and we will assist you during our hours of operation. We strive to process orders promptly, so cancellations and modifications are time-sensitive and not guaranteed

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23. Why can't certain beauty products be shipped to Washington State?
Due to local regulatory requirements, certain beauty products cannot be shipped to or sold in Washington State.

• How do I know if a product is restricted?
  If a product cannot be shipped to Washington State, it will be clearly noted on the product page or during checkout.

• May I still purchase beauty products if I live in Washington State?
  You can still purchase beauty products that comply with Washington State regulations. If a product cannot be shipped to Washington State, it will be noted on the product page or during checkout.

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24. I made my purchase through Facebook/Instagram, how do I get support on my order?
All purchases that were initiated via Facebook or Instagram are processed directly through Shiseido/NARS, etc. please access our support team link here

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