Frequently asked questions
Need help?
You can contact us by email: contact.mea@sisley-paris.com, or by filling in the Contact form
FREQUENTLY ASKED QUESTIONS
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1.1 For advice on Sisley products or to answer any other questions, Sisley provides:- A Sisley adviser available from Monday to Friday from 9:00 am to 1:00 pm +971 (4) 222 6669. For further help, you can also contact us on WhatsApp +971 (50) 764 7177. 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-MEA/.
- 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: contact.mea@sisley-paris.com
- Beauty advisers at Department Stores or authorized points of sale.
Our beauty advisers are at your service at our Sisley counters. Visit the 'Store Locator' to find out the nearest point of sale.
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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. -
2.2 How do I change my personal data?You can change all your personal data by visiting the "Your personal information" section of the "Your account" page.
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2.3 How do I change my address?Go to the ""Your address book"" section on the "Your account" page. You can manage several delivery and invoicing addresses: change them, delete them, add new ones.
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2.4 How do I make purchases on the website?Shopping at Sisley Online is easy, convenient and secure. Simply select the product you want to purchase and follow the steps below:
Step 1 Once you have selected your product, choose your desired shade, size or quantity as relevant. You are limited to 4 purchases of the same product per order.
Step 2 Click on the "Add to cart" button at the bottom of each product file. You can then click on either the "continue shopping" button or the "see cart" button to confirm and finalize your order.
Step 3 Once your chosen items are in your cart, you can click on the ""confirm your order” button. The next stages are: identification or creation of your account, delivery and payment choices to complete checkout. -
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-aging".
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 Service via the contact form. -
2.6 How do I add a promo code?Once your purchase meets a certain criteria, you may apply promo codes to get free gifts.
To add a promo code, you may enter the code on the right of Shopping Cart page.
Enter the code in the field provided and click ‘OK’.
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 amount, delivery addresses and delivery method.
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
- Canceled: we have canceled your order after having checked certain information. For more information about the cancellation of your order, please contact Customer Services by telephone on +971 (4) 222 6669 or by email: contact.mea@sisley-paris.com -
2.8 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 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. -
2.9 How do I create and manage my product selection?You can create a selection of products and share it with your friends by email or on Facebook.
To do this, go to the product file for each of your favorite items and click on the ""Add to your selection"" link.
You can find the products you selected in the ""Your selection"" section of the ""Your account"" page, and then share it with your friends and family. -
2.10 Where and how can I collect My Sisley Club loyalty points?When you make a purchase on www.sisley-paris.com/en-MEA/, you automatically become a member of the Middle East Sisley Club Loyalty Programme.
For existing Middle East Sisley Club Loyalty Programme member, please create an online account with email address registered for Middle East Sisley Club Loyalty Programme to enjoy all online features and exclusive online shopping privileges.
Every time you make a purchase from www.sisley-paris.com/en-MEA, you can earn Sisley Club points as follows: Spend AED 100 = earn 10 points = AED 10 redeemable on your next purchase -
2.11 How can I take advantage of Sisley's promotional offers?Every time you make a purchase from the Sisley-Paris.com and Hair Rituel by Sisley online store, you can earn My Sisley Club points as follows: earn 10 points with every AED 100 you spend on products.
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2.12 Are the online promotional offers applicable in stores and counters?The promotional offers are exclusively for online purchases. They are not available in stores and counters.
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3.1 How much does delivery cost and how long does it take?- Standard delivery is free of charge for every order above AED 500.
- Orders are delivered next working day in the UAE for orders placed before 12:00 p.m. and 3 to 5 working days to the rest of the GCC after being confirmed. Please allow extra time for delivery to remote areas. Your order will be dispatched as soon as your payment has been accepted and certain information has been checked.
- Same day delivery is available for the UAE only, for orders placed before 12:00 p.m. for the following Emirates: Abu Dhabi, Dubai, Sharjah, Ajman. Please note that same day delivery is not applicable for remote areas.
- Delivery service is not available on Fridays, Saturdays, 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 estimate can be met and shall not be liable for any delay. -
3.2 Can my order be delivered abroad?- Orders placed on www.sisley-paris.com/en-MEA/ can be delivered to the UAE, Kuwait and Qatar only.
- Standard Delivery Service is NOT available in specified destinations, including warehouses, logistics centers, airport, container terminals.
- We do NOT accept P.O Box as delivery address.
- An order can be delivered to one 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.
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4.1 Are credit card payments secure?Secure payment
Payments on www.sisley-paris.com/en-MEA/ 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. -
4.2 What are your accepted payment methods?You can pay for your order online by credit card: Visa, MasterCard and American Express + ApplePay + GooglePay.
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4.3 At what stage is my payment accepted?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.
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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.
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5.1 How do I return a product?We do not accept returns of products purchased on www.sisley-paris.com/en-MEA/. Returns are only accepted in the rare case that you receive the incorrect or damaged items. Please contact customer service within 14 days of receiving your incorrect order at contact.mea@sisley-paris.com, and we will be sure to arrange your refund with Aramex or Quiqup.
We do not process returns or refunds of products ordered on other e-commerce websites or retail stores.
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6.1 Are Sisley products tested on animals?Sisley Paris does not test on animals.
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6.2 How can I receive samples of Sisley products?For each order on www.sisley-paris.com/en-MEA/, you will receive 3 samples for any purchase.
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6.3 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.
Sisley newsletter offers exclusive brand news, expert advice and promo offers. -
6.4 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 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 +971 (4) 2226669 , Monday to Fridat from 9am to 1pm to give you personalized advice. -
6.5 Can Sisley products be recommended for pregnant women? (especially those containing essential oils)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. -
6.6 Product expiry dateThe 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.6.7 Partnership requestsFor all partnership requests, please contact Customer Services: contact.mea@sisley-paris.com