Need Help? 1-855-747-2948
Customer Service is available (toll free)
to 5pm (EST).
Frequently asked questions
1 Contact Sisley
For product recommendations or other questions, here's how to contact Sisley :
By Phone- A Sisley beauty consultant is available Monday to Fridat from 9:30am to 5pm EST at 1-855-747-2948 (toll-free). Our team of consultants 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 customerserviceCANADA@sisley-paris.com
In Person- Our beauty consultants are available at every Sisley counter. To find one, click on “Meet a Beauty Consultant” at the top of the page, then select your city to find a list of Sisley counters near you. For hours of availability, feel free to contact Customer Service Monday to Friday from 9:30am to 5pm EST at 1-855-747-2948 (toll-free).
- 1.1 For product recommendations or other questions, here's how to contact Sisley :
2 Use of the website
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.
How do I change my personal information ?
You can modify all your information by clicking on "My information" under "Your account".
How do I change an address ?
Go to "Your contacts" under "Your acount". You can manage multiple billing and shipping addresses including modifying, deleting, or adding a new one.
How do I place an order online ?
Shopping at Sisley-paris.com 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, color, 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 finalize your order.
How do I 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.
How do I redeem a promo code ?
Promo codes must be redeemed on the basket page before confirmation. Fill in the Promo Code box and click on "Apply to your order". You can cancel by clicking "Cancel". Only one Promo Code can be applied per order.
How do I track an order ?
You can review all details regarding your online order by clicking on "Your Orders" under "Your Account". This includes order status, purchased items, total amount, billing and shipping addresses, delivery method and a downloadable invoice (PDF format).
The status of your order may fall within the following categories:
"Awaiting Confirmation"- Your order will be confirmed once payment has been accepted and your information verified.
"Confirmed"- Your order has been confirmed and is about to be processed.
"Processing"- Your order is being processed.
"Shipped"- Your order has been shipped to the desired address.
"Cancelled"- Your order has been cancelled. For more information regarding the cancellation of your order, please call our customer service at 1-855-747-2948 or send an email to customerserviceCANADA@sisley-paris.com
How do I change an order after it has been confirmed ?
If you realize that you've made an error on an order after you've confirmed it on the site, call Customer Service at 1-855-747-2948 as soon as possible. This way, we can change your order before it is processed.
How do I subscribe or unsubscribe to the Sisley newsletter ?
When you create your account, you can choose to subscribe to the Sisley newsletter. You can also subscribe by entering your email in the newsletter field at the top or bottom of the website.
You can unsubscribe from the Sisley newsletter 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.
How do I create and manage my selections ?
You can select items and share them with your friends by email or on Facebook. 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.
- 2.1 I forgot my password, how do I log in ?
What shipping options are available and what are the costs ?
In order to provide you with fast and efficient service, we offer two shipping options; UPS Ground and UPS Express. Prices are standard regardless of your order total. You will be provided with a tracking number to track your shipment.
UPS Ground is free, and typically takes 5-7 business days.
UPS Express is $25, and delivers by the end of the second business day.
Can items be shipped internationally ?
Orders placed on www.sisley-paris.ca can only be shipped within Canada, including Northwest Territories, Yukon and Nunavut.
- 3.1 What shipping options are available and what are the costs ?
Is it secure to pay online by credit/debit card?
Payment on www.sisley-paris.ca is completely secure. Thank to encryption in SSL mode, your banking information appears online only in ecrypted form, in a manner that makes it invisible. This allows you to securely transmit any sensitive data.
When your credit card is authorized, funds are put on hold until the transaction is completed. When the order is shipped, the payment is processed.
Sisley.com does not accept personal checks.
What payment methods are accepted ?
www.sisley-paris.com accepts the following credit cards: Visa, MasterCard, American Express. Sorry, we do not accept checks.
What can I do if my payment was declined ?
In case of refusal of your online payment, please contact your bank. The Customer Service Sisley remains at your disposal for any question. If your payment is refused, please contact your bank. For any other questions, please contact Sisley Customer Service at customerserviceCANADA@sisley-paris.com or by phone at 1-855-747-2948
- 4.1 Is it secure to pay online by credit/debit card?
5 Returns and refunds
How do I return an item?
We accept returns of any product purchased on www.sisley-paris.com within 30 days of date of purchase.
To return a product, you shall contact Sisley-Paris Customer service at the following address: firstname.lastname@example.org with the order number in the subject line, in order to obtain a return label. You can also complete the online return form, available in the "Your Product Returns" section, under the heading "Your Account".
You shall include a copy of the paper return form, together with the unopened product, in its original packaging.
You may track the status of your return on "Your returns" under "Your account". A refund to your account will be issued to your credit/debit card for the price of the item(s) within 30 days following your return.
Sisley.ca does not exchange or refund items purchased at unauthorized dealers.
- 5.1 How do I return an item?
6 Sisley Products
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.
How do I get samples of Sisley products ?
For each purchase on www.sisley-paris.com, you can choose samples from a large selection. Select 2 samples for purchases up to $200, 3 samples for purchases between $200 and $400, and 4 samples for purchases over $400.
Unfortunately, Sisley does not send samples by mail upon request.
We recommend you visit a Sisley counter to receive advice about products best suited to your skin its specific needs.
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.
How do I find the right products for my skin?
www.sisley-paris.com 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 customerserviceCANADA@sisley-paris.com or by phone (toll free) at 1-855-747-2948 Monday to Thurday from 9am to 5pm EST and Friday from 9am to 1pm EST
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.
Sisley products meet the extremely high quality standards set by our brand. They can be stored for three years before opening in good conditions. 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).
For questions regarding corporate partnerships, please contact Sisley Customer Service at customerserviceCANADA@sisley-paris.com
You can send us your unsolicited application at customerserviceCANADA@sisley-paris.com
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 your newsletter 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 newsletter gives you exclusive news, deals and expert recommendations. If you are a member of the Sisley Club, the newsletter also provides you with information regarding personalized offers and your status.
- 6.1 Are Sisley products tested on animals ?