Frequently asked questions
Need help?
+603-22834648
Call Customer Services Monday to Friday from 9:30 am to 5:30 pm (no additional call charge)
Frequently asked questions
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1.1 For advice on the products on the website or to answer any other questions, Sisley provides:- A Sisley adviser, available Monday to Friday from 9:30 am to 5:30 pm (excluding PH) on +603-22834648 (no additional call charge), who will answer all your product queries.
- A contact form will be available where you can choose the subject of your query and we will get back to you as soon as possible.
- Direct email contact: sisley.my@sisley.fr
- You can also meet our beauty advisers at our Sisley official store to assist you. To find out our official store location and operating hours, please kindly visit our Store Locator.
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/en-MY, 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 +603-22834648 or by email: sisley.my@sisley.fr
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 +603-22834648 or by email: sisley.my@sisley.fr
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 +603-22834648 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 Sisley-Paris.com/en-MY or from Sisley stores (excluding treatments), you can earn My Sisley Club points as follows: Earn 1 point with every RM 1 you spend.
2.12 How can I take advantage of Sisley's promotional offers?
The promotional offers available on the www.sisley-paris.com/en-MY website are valid only with purchases made from the Sisley-Paris.com unless otherwise specified.
3.1 How much does delivery cost and how long does it take?
In order to provide you with the most efficient service, Sisley offers complimentary standard delivery on all orders.
All orders will be processed on the next business day and delivered within 7 business days.
All orders will be processed on the next business day and delivered within 7 business days.
3.2 Can my order be delivered to my postal code in Malaysia?
The Products can only be delivered in Malaysia within NinjaVan's coverage areas. Please refer to our exclusion zones for the non-delivery areas and postal codes before placing an order.
3.3 Can my order be delivered outside Malaysia?
Orders placed on www.sisley-paris.com/en-MY can only be delivered within Malaysia. Orders cannot be delivered Overseas or any other country in the world.
4.1 Are credit card payments secure?
Payments on www.sisley-paris.com/en-MY 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.
Your account is only debited when your order is successful.
Your account is only debited when your order is successful.
4.2 What are your accepted payment methods?
You can pay for your order on www.sisley-paris.com/en-MY/ by bank card: Visa, MasterCard, Alipay, Apple Pay and Google Pay . Additionally we accept payments through online banking and GrabPay application for your order.
We do not accept payment by cheque.
We do not accept payment by cheque.
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.
4.4 What can I do if my payment has been refused?
If your online payment is refused, please contact Sisley's Customer Service. A Sisley adviser is available Monday to Friday (excluding PH) from 09:30 am to 5:30 pm on +603-22834648 to advice on payment-related questions.
5.1 Can I cancel my order?
The Purchaser can cancel an order during the 60 minutes grace period from the time an order has been made. This option will be available under Your Orders at Account Summary. The amount will be automatically reverted back to your credit card. After the 60 minutes grace period, the Purchaser cannot request for change of mind returns.
5.2 How do I return a product?
We accept returns within fourteen (14) calendar days of the date of the receipt of the order subject to Sisley’s final decision.
To apply for product return, please contact us for assistance by:
- The contact form section of the Website
- An email sent to SISLEY’s Customer Service sisley.my@sisley.fr with the following information: name, post code and when they are available, telephone number, order number and email address.
- By contacting our Customer Service Team via phone at +603-22834648.
The relevant Product(s) must be returned with all the other elements delivered with the order, intact, in the original box, to the address designated by SISLEY’s Customer Service within a maximum of 14 calendar days from the demand of withdrawal.
For reasons of hygiene, cosmetic products (skincare, perfume, make up, hair care, etc.) must be returned in their original packaging, complete, intact and in a perfect saleable condition. These products will be unsuitable for any subsequent sale if they are opened.
Any Product which has been opened, damaged or whose original packaging has been damaged will not be refunded, taken back or exchanged. If a box or a set has to be returned, the whole of the box or the set must be returned.
To apply for product return, please contact us for assistance by:
- The contact form section of the Website
- An email sent to SISLEY’s Customer Service sisley.my@sisley.fr with the following information: name, post code and when they are available, telephone number, order number and email address.
- By contacting our Customer Service Team via phone at +603-22834648.
The relevant Product(s) must be returned with all the other elements delivered with the order, intact, in the original box, to the address designated by SISLEY’s Customer Service within a maximum of 14 calendar days from the demand of withdrawal.
For reasons of hygiene, cosmetic products (skincare, perfume, make up, hair care, etc.) must be returned in their original packaging, complete, intact and in a perfect saleable condition. These products will be unsuitable for any subsequent sale if they are opened.
Any Product which has been opened, damaged or whose original packaging has been damaged will not be refunded, taken back or exchanged. If a box or a set has to be returned, the whole of the box or the set must be returned.
5.2 What is the refund process?
SISLEY will refund the costs of the returned Products as well as the standard shipping costs for any return which it accepts (except partial returns) within a maximum of 30 calendar days from SISLEY’s qualitative and quantitative inspection.
The Purchaser is responsible for paying the return costs, and parcels which are sent carriage forward or with payment on delivery will be refused. Products which are refused will be returned to the Purchaser carriage forward.
The Purchaser is responsible for paying the return costs, and parcels which are sent carriage forward or with payment on delivery will be refused. Products which are refused will be returned to the Purchaser carriage forward.
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 order on www.sisley-paris.com/en-MY/, you are able to select 3 complementary samples for any purchase.
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 promotion offers.
The Sisley newsletter offers exclusive brand news, expert advice and promotion offers.
6.5 How do I find the right product for me?
For advice in your choice of SISLEY product, we recommend contacting our SISLEY's Customer Services through our number +603-22834648 Monday to Friday (excluding PH) from 9:30 am to 5:30 pm (no additional call charge) for a 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 our Customer Services: sisley.my@sisley.fr.
