Frequently asked questions
YOUR QUESTIONS/Our answers
1.1 For advice on the products on the website or to answer any other questions, Sisley provides:
- A contact form where you can choose the subject of your query. We will get back to you as soon as possible.
- Direct email contact: customerservicesuk@sisley-paris.com
- Beauty advisers at Department Stores or authorised points of sale.
Our beauty advisers are at your service at our Sisley counters in Department Stores. To arrange this, visit the "Store Locator" section. Then select your town or city to find a list of your nearest Sisley stands. You can also meet our beauty advisers, who visit our Sisley authorised points of sale every day in order to assist you. To find out the times of their visits to the points of sale, contact our Customer Services on 0808 189 7971 Monday to Thursday from 9 am to 5:30 pm and Friday from 9 am to 4 pm (no additional call charge).
2.1 I've forgotten my password. What should I do?
You have a customer account but have forgotten your password. Click on the "Forgotten your password?" link at the bottom of the page.
Enter your email address in the corresponding field and you will receive a provisional password via email. You can log in with this password and change it, in order to retain the confidentiality of your personal data.
Enter your email address in the corresponding field and you will receive a provisional password via email. You can log in with this password and change it, in order to retain the confidentiality of your personal data.
2.2 How do I amend my personal data?
You can amend all your personal data by visiting the "Your personal information" section of the "Your account" page.
2.3 How do I amend my address?
Go to the "Your address book" section on the "Your account" page. You can manage several delivery and invoicing addresses: amend them, delete them, add new ones.
2.4 How do I make purchases on the website?
On www.sisley-paris.com, making a purchase is easy, quick and safe.
Step 1 Once you have selected your product, you can choose the quantity. You are limited to 4 purchases of the same product per order. You can choose the shade using the small coloured squares and the size with the drop-down menu.
Step 2 Click on the "Add to bag" button at the bottom of each product file. You can then click on either the "continue shopping" button or the "view basket" button to confirm and finalise your order.
Step 3 Once your chosen items are in your bag, you can click on the "confirm your order and select your samples" button. The next steps are: choosing your samples, logging in or creation of your account, delivery and payment choices.
Step 1 Once you have selected your product, you can choose the quantity. You are limited to 4 purchases of the same product per order. You can choose the shade using the small coloured squares and the size with the drop-down menu.
Step 2 Click on the "Add to bag" button at the bottom of each product file. You can then click on either the "continue shopping" button or the "view basket" button to confirm and finalise your order.
Step 3 Once your chosen items are in your bag, you can click on the "confirm your order and select your samples" button. The next steps are: choosing your samples, logging in or creation of your account, delivery and payment choices.
2.5 How do I find a product on the website?
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-ageing".
All Sisley products are available online. When a product is temporarily out of stock, you can add it to your wishlist 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.
If you are not sure of the product name you can type a more generic term, such as "anti-ageing".
All Sisley products are available online. When a product is temporarily out of stock, you can add it to your wishlist 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.
2.6 How do I add a promo code?
Promo codes must be entered on the bag page before confirming your order, in the field provided:
Then click on "Apply to your order". You can also remove the code by clicking on "Cancel". Only one promo code may be used for a single order.
Then click on "Apply to your order". You can also remove the code by clicking on "Cancel". Only one promo code may be used for a single order.
2.7 How do I monitor the status of my order?
You can find all the information about your order in the "Your orders" section of the "Your account" page: the status of your order, product details, total sum, delivery addresses, delivery method, as well as the invoice that may be downloaded in PDF format.
The status of your order may be:
- Payment verification: your order will be confirmed after your payment has been accepted and certain data has been checked
- Confirmed: your payment has been accepted, your order is confirmed and we are starting to prepare it
- Dispatched: your order has been sent to the address you chose when you placed the order
- Closed: your return has been accepted and it has been refunded
- Cancelled: we have cancelled your order after having checked certain information or on your request. For more information about the cancellation of your order, please contact Customer Services by telephone on 0808 189 7971 or by email: customerserviceuk@sisley-paris.com
The status of your order may be:
- Payment verification: your order will be confirmed after your payment has been accepted and certain data has been checked
- Confirmed: your payment has been accepted, your order is confirmed and we are starting to prepare it
- Dispatched: your order has been sent to the address you chose when you placed the order
- Closed: your return has been accepted and it has been refunded
- Cancelled: we have cancelled your order after having checked certain information or on your request. For more information about the cancellation of your order, please contact Customer Services by telephone on 0808 189 7971 or by email: customerserviceuk@sisley-paris.com
2.8 How do I amend my order shortly after confirming it?
If you realise that you have made a mistake in an order that you have just confirmed on the website, please call 0808 189 7971 (no additional call charge) so that Sisley Customer Services can amend your order before it is processed.
2.9 How do I subscribe to the newsletter and manage my subscription?
When creating your account, you can choose to subscribe to the Sisley newsletter.
You can also subscribe to the newsletter simply by entering your email address in the field provided at the top or bottom of the website.
You can unsubscribe from the Sisley newsletter at any time, by visiting the "Your newsletter subscriptions" section of the "Your account" page, by ticking the "no" box or by clicking on the unsubscribe link at the bottom of each newsletter.
You can also subscribe to the newsletter simply by entering your email address in the field provided at the top or bottom of the website.
You can unsubscribe from the Sisley newsletter at any time, by visiting the "Your newsletter subscriptions" section of the "Your account" page, by ticking the "no" box or by clicking on the unsubscribe link at the bottom of each newsletter.
2.10 How do I create and manage my product selection?
You can create a wishlist and share it with your friends by email or on Facebook.
To do this, go to the product page for each of your favourite items and click on the "Add to your wishlist" link.
You can find the products you selected in the "Your Wishlist" section of the "Your account" page, and then share it with your friends and family.
To do this, go to the product page for each of your favourite items and click on the "Add to your wishlist" link.
You can find the products you selected in the "Your Wishlist" section of the "Your account" page, and then share it with your friends and family.
2.11 Where and how can I collect My Sisley Club loyalty points?
Every time you make a purchase from the Sisley-Paris. co.uk and Hair Rituel by Sisley online stores, or from Maison Sisley (excluding treatments), you can earn My Sisley Club points as follows: earn 1 point with every £10 you spend.
With purchases made from points of sale or retailers other than Maison Sisley or the Sisley-Paris. co.uk and Hair Rituel by Sisley online stores, you cannot benefit from the My Sisley Club advantages as these retailers have their own loyalty programs.
With purchases made from points of sale or retailers other than Maison Sisley or the Sisley-Paris. co.uk and Hair Rituel by Sisley online stores, you cannot benefit from the My Sisley Club advantages as these retailers have their own loyalty programs.
2.12 How can I take advantage of Sisley's promotional offers?
The promotional offers available on the Sisley-Paris. co.uk website are valid only with purchases made from the Sisley-Paris. co.uk and Hair Rituel by Sisley online stores.
3.1 How much does delivery cost and how long does it take?
We offer 2 complimentary delivery options. Standard and Free Next Working Day Delivery.
• Free Standard UK Delivery within 2-3 working days
Orders placed between Monday and Friday before 12pm, will be delivered within 2-3 working days.
Delivery times may vary depending on exceptional circumstance, such as customs clearance, during Peak Trading periods and Bank Holidays, where we will be unable to guarantee our usual delivery time frame.
• Free Next Working Delivery*
Qualifying orders over £150 placed between Monday and Friday before 12pm, will be delivered the next working day.
For any orders under £150, and are required the next working day delivery, will be charged at £6.95.
Please be advised this does not include Northern Ireland or the Scottish Highlands.
Delivery times may vary depending on exceptional circumstances, such as customs clearance, during Peak Trading periods and Bank Holidays, where we will be unable to guarantee our usual delivery time frame.
• Free Standard UK Delivery within 2-3 working days
Orders placed between Monday and Friday before 12pm, will be delivered within 2-3 working days.
Delivery times may vary depending on exceptional circumstance, such as customs clearance, during Peak Trading periods and Bank Holidays, where we will be unable to guarantee our usual delivery time frame.
• Free Next Working Delivery*
Qualifying orders over £150 placed between Monday and Friday before 12pm, will be delivered the next working day.
For any orders under £150, and are required the next working day delivery, will be charged at £6.95.
Please be advised this does not include Northern Ireland or the Scottish Highlands.
Delivery times may vary depending on exceptional circumstances, such as customs clearance, during Peak Trading periods and Bank Holidays, where we will be unable to guarantee our usual delivery time frame.
3.2 Can my order be delivered outside the United Kingdom?
Orders placed on www.sisley-paris.com can only be delivered within the United Kingdom. Orders cannot be delivered Overseas or any other country in the world.
4.1 Are credit card payments secure?
Secure payment
Payments on www.sisley-paris.com are totally secure. Thanks to SSL encryption, your bank details appear on the Internet in encrypted form – they are coded in a way that makes them invisible.
The quick "One-click payment" option is also available. This secure service allows encrypted bank details to be saved and used again. The bank card's cryptogram is never saved, and you will be asked to provide it every time you make a payment.
Your account is only debited when your order is shipped.
We do not accept payment by check.
Payments on www.sisley-paris.com are totally secure. Thanks to SSL encryption, your bank details appear on the Internet in encrypted form – they are coded in a way that makes them invisible.
The quick "One-click payment" option is also available. This secure service allows encrypted bank details to be saved and used again. The bank card's cryptogram is never saved, and you will be asked to provide it every time you make a payment.
Your account is only debited when your order is shipped.
We do not accept payment by check.
4.2 What are your accepted payment methods?
You can pay for your order on the www.sisley-paris.com website by bank card: , Visa, MasterCard, American Express and Paypal. We do not accept payment by check.
4.3 At what stage is my payment accepted?
As soon as the payment has been validated, authorisation is released by the purchaser's bank. However, the bank account is only debited once the package is dispatched.
4.4 What can I do if my payment has been refused?
If your online payment is refused, please contact your bank. Sisley Customer Services are on hand should you have any other questions.
5.1 How do I return a product?
We accept returns of products purchased on www.sisley-paris.com if the items are unopened within 28 days. You must notify us within 14 days of receiving your order, that you would like a full or partial refund. You have an additional 14 days to return the product to our warehouse.
To return a product, please contact customer service via customerservicesuk@sisley-paris.com quoting your order reference and the product(s) you wish to return.
Send the product(s) back in its original packaging, together with the return form, to the address provided on the form.
This can also be found below.
Sisley
S/O Staci
Swift Park
Old Leicester Road
Rugby
CV21 1DZ
The cost of the return is the responsibility of the purchaser, as Sisley accepts no liability for the product until it is safely returned and receipted by our Warehouse.
In cases of technical anomalies or an error with the references delivered, the return will be refunded.
Sisley is committed to refunding your payment card within 10 working days of receipt of the returned products. Refunds are made to the payment card attributed to the purchase.
We do not process returns or refunds of products ordered on other e-commerce websites or at fragrance stores.
6.1 Are Sisley products tested on animals?
Sisley Paris does not test on animals.
6.2 How can I receive samples of Sisley products?
For each purchase on www.sisley-paris.com (not applicable to Beauty Subscriptions), you can choose samples from an extensive collection: 2 samples for orders of up to £100, 3 samples for orders between £100 and £200 and 4 samples for orders over £200 .
Unfortunately, Sisley does not send samples by mail on request.
Furthermore, samples are distributed exclusively by Sisley counter staff along with personalised advice as to their use and action.
You are advised to visit one your nearest counter, where they will be able to advise you on the products specifically suited to your skin type and its needs.
Unfortunately, Sisley does not send samples by mail on request.
Furthermore, samples are distributed exclusively by Sisley counter staff along with personalised advice as to their use and action.
You are advised to visit one your nearest counter, where they will be able to advise you on the products specifically suited to your skin type and its needs.
6.3 Which ingredients are used in Sisley products?
If you wish to receive further information on the ingredients contained in a Sisley product, please complete the contact form and choose "Product information" as the subject.
6.4 How can I keep up to date with the latest Sisley products?
To keep up to date with the latest Sisley products, please subscribe to the newsletter, either when you create your account, or simply by entering your email address in the field provided at the top or bottom of the website.
The Sisley newsletter offers exclusive brand news, expert advice and exclusive privileges.
The Sisley newsletter offers exclusive brand news, expert advice and exclusive privileges.
6.5 How do I find the right product for me?
To receive advice in your choice of SISLEY product, we recommend you visit a point of sale authorised by the brand. Following an in-depth conversation, a Beauty adviser will be able to point you in the right direction.
SISLEY's Customer Services are also available on , 0808 189 7971 Monday to Thursday from 9 am to 5:30 pm and Friday from 9 am to 4 pm (no additional call charge) to give you personalised advice.
SISLEY's Customer Services are also available on , 0808 189 7971 Monday to Thursday from 9 am to 5:30 pm and Friday from 9 am to 4 pm (no additional call charge) to give you personalised advice.
6.6 Care during pregnancy
In order to recommend Sisley products to pregnant women, it would be necessary to test the products on them specifically, which is not the case for our products.
However, to date we have not been made aware of any particular issues for those that have been used by pregnant women. Only the Phytobuste product is not recommended in the specific context of breastfeeding. We recommend that our pregnant customers talk to their doctor if in doubt.
However, to date we have not been made aware of any particular issues for those that have been used by pregnant women. Only the Phytobuste product is not recommended in the specific context of breastfeeding. We recommend that our pregnant customers talk to their doctor if in doubt.
6.7 Product expiry date
The quality of our products is guaranteed when they are stored in appropriate conditions and not opened.
Once open, the symbol of the PAO represented by an open pot printed on the product packaging, which gives a duration in months ("M"), indicates the period during which the product may be safely used after its first use.
Once open, the symbol of the PAO represented by an open pot printed on the product packaging, which gives a duration in months ("M"), indicates the period during which the product may be safely used after its first use.
6.8 Partnership requests
For all partnership requests, please contact Customer Services: service-clients@sisley-paris.fr.
6.9 Recruitment
If you are interested in applying for a job within Sisley, please send a cover letter, your cv and the position that you are applying for to the following email address: hr.uk@sisley.fr.
