Frequently asked questions

• - A Sisley adviser available Monday to Friday from 9 am to 5:30 pm on 3423 8800 (no additional call charge). You will benefit from the expertise of our advisers, who will answer all your questions about the products and using the website. www.sisley-paris.com/en-HK/.
• - 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: sisley.hk@sisley.fr
• - Beauty advisers at Department Stores or authorized points of sale.
  Our beauty advisers are at your service at our Sisley beauty boutique or counters. Visit the 'Store Locator' to find out the nearest point of sale.

- Standard delivery costs HK$30 or is free of charge for online orders over HK$500.

- Orders are delivered within 3 to 7 working days after being confirmed. Our standard delivery service covers most areas in Hong Kong Island, Kowloon and the New Territories. Certain remote areas are not covered, including but not limited to: Walled villages, village houses and other restricted areas. We also accept using SF Lockers, SF Stores and SF Self PickUp as delivery addresses. Please provide the correct store code and detailed address when placing orders.

- We do NOT accept P.O Box as delivery address.

- One order can be delivered to a single address only. If you wish to have the items of one order to be sent to multiple addresses, you will need to place a separate order for each address.

- Please allow extra time for delivery to remote areas. Subject to product availability, your order will be dispatched as soon as your payment has been accepted.

- Delivery service is not available on Sundays and Public Holidays.

- We will try our most commercially reasonable effort to meet the estimated delivery time set out above but we cannot guarantee that such an estimate can be met and shall not be legally liable for any delay.

- Orders placed on Sisley Online Store can be delivered to Hong Kong SAR only, including Hong Kong Island, Kowloon and the New Territories (Please refer to 3.1 for exceptions). Macau SAR, mainland China region and other countries are not supported at the moment.

Secure payment

Payments on www.sisley-paris.com/en-HK/ 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 dispatched.
We do not accept payment by check.

You can pay for your order online by credit card: Visa, MasterCard and American Express.

As soon as the payment has been validated, authorization is released by the purchaser's bank. However, the bank account is only debited once the package is dispatched.

If your online payment is refused, please contact your bank. Sisley Customer Services are on hand should you have any other questions.

We accept return of products purchased on www.sisley-paris.com/en-HK/ if the items are returned within 7 calendar days of receipt of the order by the purchaser. All return and exchange do not include limited edition, gift packaging and engraved products.

The return product(s) must be unopened and in its original packaging. Products opened or used are not accepted for returns. The postal/shipping fee shall be borne by the customer. In that case, the returned products must be wrapped in a proper package and sent back to the specified address.

We cannot accept returned goods that we reasonably believe have been used.

THE RETURN PROCESS

1. CONTACT OUR CUSTOMER SERVICE TEAM

Please reach our Customer Service via sisley.hk@sisley.fr or by phone at 34238800 and state out your return request.
If request is being accepted, you will receive a return form to fill in.

2. PACK THE ITEM(S)

Carefully pack the items into the box and include the original receipt and completed return form. Please send back the returned product(s) wrapped in a proper package to the specified address.
Please make sure that all returned products must be unopened and returned in its original packaging, With all the accessories and inserts, unless the product is damaged or defective. In case of damaged, defective, or incorrect items, please contact our Customer Service immediately.

3. RETURN CONFIRMATION

You can track the processing of your return in the "Your returns" section of the "Your account" page.
The status of your order may be:
- New request: you have just made a return request
- Products received: we have received your returned products
- Product return accepted
- Product return refused
- Refunded: your refund has been made

Your refund will be credited to the original form of payment. Please note that the refund can take up to 15 working days, from the date we submit the refund application, due to varying processing times between payment providers. The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.

We do not process returns or refunds of products ordered on other e-commerce websites or from in-stores.

Sisley Paris does not test on animals.

For each order on www.sisley-paris.com/en-HK/, you will receive 3 samples for any purchase.

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.
Sisley newsletter offers exclusive brand news, expert advice and promo offers.

To receive advice in your choice of Sisley product, we recommend you visit a point of sale authorized by the brand. Following an in-depth conversation, a Beauty Adviser will be able to point you in the right direction.
Sisley's Customer Service is also available on 3423 8800, Monday to Friday from 9 am to 5:30 pm (no additional call charge) to give you personalized advice.

We do not actively recommend Sisley products to pregnant women because our products are not specifically tested on this population.
However, we have not found any particular reaction or intolerance for those who would have been used by pregnant women. Only the product Phyto-Buste is not recommended in the specific context of breastfeeding. We recommend to our clients, if they have a doubt, to speak to their doctor.

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.

At Sisley, each product is the fruit of years of research, the selection of high-quality plant-derived active ingredients and the development of concentrated formulas, designed to combine efficacy and tolerance. This scientific expertise is complemented by highly sensorial textures, refined fragrances and exceptional French know-how, transforming each product into a unique skincare experience and a moment of pleasure. Learn more

For all partnership requests, please contact Customer Services: sisley.hk@sisley.fr

If you are interested in our latest job opening opportunities, please email to sisley.hk@sisley.fr.