It's a known bug. Unfortunately, given that Bioware has been reduced to a core team working on Mass Effect, and we did not see a patch after Patch 5 in January, I doubt it will be fixed.
Repair the game.
(EA app: Game Library > Click on the three dots on the game cover > Repair)
(Steam: Game Library > Right-click the game > Properties > Local Files > Verify integrity of game files.)
Your initial character appearance should be saved in the Mirror of Transformation in the Lighthouse.
Apart from that, trying to reload a previous save, sometimes several times in a row, might als restore the appearance of your character.
