Need Help? 1 300 780 800 Our Sisley Customer Services representatives are available to help you Monday to Friday from 9:00 am to 5:00 pm (free call)

1 CONTACT SISLEY

• 1.1 For product recommendations or other questions, here's how to contact Sisley :

  By Phone- A Sisley beauty expert is available Monday to Friday from 9:00 am to 5:00 pm on 1300 780 800 (free call). Our team of experts can answer all of your questions regarding Sisley products and their use.
  
  Online- Click “Contact Form” at the bottom of the page, fill in your information and request and we will get back to you as soon as possible.
  
  By Email- Email us directly at customerservice@sisley.com.au
  
  In Person- Our beauty consultants are available at every Sisley counter. To find one, click on “store locator” at the top of the page, then select your city to find a list of Sisley counters near you.

2 USE OF THE WEBSITE

• 2.1 I forgot my password, how do I log in?

  If you have forgotten your password, please click on "Forgot your password?" on the bottom of the webpage. Enter your email address and you will receive an email with a temporary password that will allow you to reset your password and keep your personal information secure.

• 2.2 How to modify my personal information?

  You can modify all your information by clicking on "My information" under "Your account".

• 2.3 How to modify an address?

  Go to "Your contacts" under "Your account". You can manage multiple billing and shipping addresses including modifying, deleting, or adding a new one.

• 2.4 How do I place an order online?

  Shopping at Sisley.com.au is simple, quick, and secure.
  
  Step 1: Once you've selected your item, select the quantity (limit of 4 per product). Then choose the type, colour, or size from the drop-down menu.
  Step 2: Click "Add to Basket" below each item. Then click "Continue Shopping" or "See your Basket" to confirm and finalize your order.
  Step 3: Once you've added your items to your basket, click "Confirm and Select Samples" then select your samples. After, you will be asked to sign in or create an account to finalise your order.

• 2.5 How to find a product online?

  To quickly search for a item online, enter its name in the "Search" box on the top of each page.
  However, if you don't have a specific item in mind, you can enter terms such as "Anti-aging".
  All Sisley products are available online. If an item is temporarily out of stock, you can add it to your selection, but not to your basket until it is back in stock and available for purchase. If you want to know when the item is back in stock, we recommend that you contact our customer service via the contact form.

• 2.6 How to redeem a promotional code ?

  Promotional codes must be redeemed on the basket page before confirmation. Click on "Apply to your order". You may cancel by clicking on "Cancel". Only one promotional code can be applied per order.

• 2.7 How to track an order?

  You can review all details regarding your online order on "Your orders" under "Your account". This includes the status of your order, purchased items, total amount, billing and shipping addresses, delivery method and a downloadable invoice in PDF format.
  
  The status of your order may fall within the following categories:
  - Awaiting confirmation: your order will be confirmed once payment is accepted and information verified.
  - Confirmed: your order has been confirmed and we will start processing it.
  - Processing: your order is processed same-day when possible or next working day.
  - Cancelled: after verification, we cancelled your order. For more information regarding the cancellation of your order, please call our customer services on 1300 780 800 or email: customerservice@sisley.com.au
  - Shipped: the order has shipped to the desired address.
  - Closed: the order has been received by the customer.

• 2.8 How do I change an order after it has been confirmed?

  If you realise that you've made an error on an order after you've confirmed it on the site, call Customer Services on 1300 780 800 as soon as possible. This way, we can change your order before it is processed.

• 2.9 How to subscribe and manage your newsletter subscriptions?

  When you create your account, you can choose to subscribe to news from Sisley. You can also subscribe by entering your email in the newsletter field at the top or bottom of the website.
  You can unsubscribe at any time by going to the section "Your Newsletter Subscriptions" under "Your Account", and checking the option "no" or clicking on the Unsubscribe link at the bottom of each newsletter.

• 2.10 How to create and manage your selection of items?

  You can select items and share them with your friends by email. To do so, click on the link "add to your selection" for each product you would like to add.
  You can find the items you've selected in "Your Selection" under "Your Account". You can now share them with friends and family.

3 DELIVERY

• 3.1 What shipping options are available and what are the costs?

  In order to provide you with the most efficient service, one Standard delivery option is available to you.
  
  Australia Post eParcel delivery (delivered within 3 - 7 working days) includes free shipping with all orders

• 3.2 Can items be shipped internationally?

  We do not offer an international shipping service. For orders placed on www.sisley.com.au we can deliver to most postal areas in the Australia, however some geographical locations and carrier availability can restrict our service. 

4 PAYMENT

• 4.1 Is it secure to pay online by credit/debit card?

  Secure payment
  
  Payment on www.sisley.com.au is completely secure. Thanks to encryption in SSL mode, your banking information appears online only in encrypted form, in a manner that makes it invisible. This allows you to securely transmit any sensitive data.
  The fast payment option "One-click payment" is also available. This secured service allows you to save and encrypt your banking information for future payments. The 4 digit cryptogram on your credit card is never saved -- it is requested at each payment.
  
  When your credit card is authorised, funds are put on hold until the transaction is completed. When the order is shipped, the payment is processed.
  Sisley.com.au does not accept personal cheques.

• 4.2 What payment methods are accepted ?

  www.sisley.com.au accepts the following credit cards: Visa, MasterCard, American Express.

• 4.3 When will my account be charged?

  Upon confirmation of payment, the bank authorizes the account, but the account will only be charged once the order is shipped.

• 4.4 What can I do if my payment was declined?

  In case of your online payment being declined, please contact your bank. The Sisley Customer Service Team remains at your disposal for any questions. Please contact Sisley Customer Service at customerservice@sisley.com.au or by phone at 1300 780 800.

5 RETURNS AND REFUNDS

• 5.1 How do I return an item?

  Before any return, please contact the SISLEY Customer Service to notify the intention to return Products:
  • by telephone on 1300 780 800 from Monday to Friday 9am - 5pm (free call)
  • by e-mail to the address: customerservice@sisley.com.au

• Upon the written approval of SISLEY Customer Service, the products must be returned within 14 working days of the delivery date.
  
  A proof of postage must be retained by the purchaser when returning products to SISLEY in the unlikely event that SISLEY does not receive the returned parcel. We cannot accept liability for returned products lost in transit.
  
  All returns should be sent to the following address: Sisley Paris, Suite 2, Level 6, 162 Goulburn Street, SURRY HILLS NW 2010. Please also include the invoice that was attached to the order.
  
  If any free or multi-purchase discount products which were included in the cancelled order, these must also be returned with the other returned products.
  
  All products should be returned in their complete and original packaging, intact and in perfect condition for re-sale. The Purchaser has a duty to take reasonable care of the goods.

6 SISLEY PRODUCTS

• 6.1 Are Sisley products tested on animals?

  Sisley offers its customers high quality products, security and efficiency, while respecting animals. Many years ago, and well before the implementation of European regulations concerning animal testing, Sisley decided not to test its cosmetic products on animals. In addition, we do not test our raw materials on animals.

• 6.2 How do I get samples of Sisley products?

  With each purchase on www.sisley.com.au you can choose samples from a large selection:
  
  2 samples available for orders less than $150,
  3 samples available for orders between $151 - $300
  4 samples for all orders over $300.
  
  Unfortunately, Sisley does not send samples by mail upon request.
  In addition, perfume samples are only distributed by Sisley's authorised retailers and come with personalized advice as to their use and effect.
  
  We advise you to visit your nearest Sisley point of sale to receive advice about products best suited to your skin and specific needs.

• 6.3 What are the ingredients in Sisley's products?

  For more information regarding Sisley product ingredients, please fill out a contact form by clicking "Contact Form" at the bottom of the page, and choose "Product Information" as the subject.

• 6.4 How can I stay updated on Sisley's latest news?

  To stay up-to-date on the latest Sisley news, we invite you to subscribe to our news updates when you create an account. You can also subscribe by entering your email in the subscription field at the top and bottom of the website. Our news updates give you exclusive news, deals and expert recommendations.

• 6.5 How do I find the right products for my skin?

  www.sisley.com.au offers personalized online beauty advice. Simply visit our Beauty Advice page to find a selection of products tailored to your specific needs. Make sure you are logged into your account to save your results.
  For a thorough diagnosis of your skin type, we suggest visiting a Sisley counter, or contacting Sisley Customer Service at customerservice@sisley.com.au or by phone 1800 780 800 (free call) Monday to Friday from 9:00 am to 5:00 pm.

• 6.6 Pregnancy

  Sisley products are created with natural plant extracts and essential oils to be safe for all. However, pregnancy is a very particular physiological state, so please contact your doctor for any questions regarding Sisley products during pregnancy.

• 6.7 Expiration Dates

  Sisley products meet the extremely high quality standards set by our brand. The indication of an expiration date or date of manufacture is not currently required by the regulations for cosmetic durability for products that can last more than 30 months from manufacture. 
  
  For products that have been opened, the regulation requires cosmetic manufacturers to indicate the "period after opening" or "PAO". The PAO symbol is an open jar graphic printed on the product packaging, which contains a number, followed by an "M" indicating the number of months a product should be used in after opening (For example, if the jar says "6 M" the product should be used within 6 months of opening).