Frequently asked questions
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FREQUENTLY ASKED QUESTIONS
By Phone: A Sisley beauty consultant is available Monday to Friday from 9:30 am to 5:00 pm at 1-855-747-2948 (toll-free). Our team of consultants can answer all of your questions regarding Sisley products and their use.
By Email: Contact us directly at customerserviceUSA@sisley-paris.com.
Online: Click on the "Contact Us" link on the bottom of the page, fill in your information and we will get back to you as soon as possible.
In Person: Our beauty consultants are available at every Sisley counter. To find one, click on "Store Locator" at the bottom of the page, then select your city to find a list of Sisley counters near you.
If you have forgotten your password, please click on "Forgot Password?" on the bottom of the page. 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.
You can modify all your information by clicking on "My information" under "Your account".
Go to "Your address book" under "Your account". You can manage multiple billing and shipping addresses including modifying, deleting, or adding a new one.
Shopping at Sisley-Paris.com is simple, quick, and secure.
Step 1: Once you've selected the item, choose the type, color, or size from the drop-down menu (if required).
Step 2: Click "Add to Basket" below each item. Then click on "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". After, you will be asked to sign in, create an account or finalize your order as a guest.
To quickly find a product on the website, type its name into the "Search" field at the top of each page.
If you are not sure of the product name you can type a more generic term, such as "anti-aging".
All Sisley products are available online. When a product is temporarily out of stock, you can add it to your selection until it comes back into stock.
For information about when a product will come back into stock, please contact Customer Services via the contact form.
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. Only one promo code can be used per 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.
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.
If you would like to change and/or cancel an order after you've confirmed it on the site, contact our Customer Service at customerserviceCANADA@sisley-paris.com as soon as possible, or call 1-855-747-2948 (toll-free) Monday to Friday from 9:30 am to 5:00 pm.
When you create your account, you can choose to subscribe to the Sisley-Paris newsletter. You can also subscribe by entering your email in the newsletter field at bottom of the website.
You can unsubscribe from the Sisley-Paris 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.
Every time you make a purchase at Sisley-Paris.com while logged in into your account you will earn My Sisley Club loyalty points. Earn 1 point for every $10 you spend, 1 points equals $1 towards your purchase. Your earned points will be available to use 30 days after the purchase date.
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.
Orders placed on www.sisley-paris.ca can only be shipped within Canada, excluding the regions of Yukon Territory, Northwest Territories, Nunavut, Newfoundland & Labrador.
We accept only Visa, MasterCard, Discover or Amex for payment. Any other forms of payment are not accepted. For all orders, you must have both a shipping address and credit card billing address within Canada.
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.
Payment on www.sisley-paris.ca is completely secure. Thank 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.
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.
We accept returns of any product purchased on www.sisley-paris.ca within 30 days of date of purchase.
To return a product, you shall contact Sisley-Paris Customer service at the following address: email@example.com 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.
Sisley-Paris does not test on animals.
For each purchase on Sisley-Paris.ca, 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-Paris does not send samples by mail upon request.
We recommend you visit a Sisley-Paris counter to receive advice about products best suited to your skin its specific needs.
For more information regarding Sisley-Paris 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.
Sisley-Paris.ca 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-Paris products are created with natural plant extracts and essential oils to be safe for all. However, pregnancy is a very particular physiological state, please contact your doctor for any questions regarding Sisley-Paris products during pregnancy.
Products remain at a high quality when they are properly stored in good condition before opening.
Once opened, the PAO (period-after-opening) symbol represented by an opened jar printed on the packaging and showing the number of months ("M") indicates the period during which the product can be used safely after opening.