Customer Service
General terms and conditions for online sales
- PREAMBULE
This page (together with our Privacy Policy, Cookies Policy and our Legal Notice) tells you information about us and the legal terms and conditions on which we sell any of the products listed on our website (www.sisley-paris.co.uk) (“Website”) to you.
These terms will apply to any contract between us for the sale of products to you. Please read these terms carefully and make sure that you understand them, before ordering any products from the Website. You may print and store a copy of these terms for your records. Please note that before placing an order you will be asked to agree to these terms. If you refuse to accept these terms, you will not be able to order any products from the Website.
We amend these terms from time to time as set out in clause 13 (Changes to these Terms). Every time you wish to order products, please check the terms to ensure you understand the terms which will apply at that time. - PRELIMINARY PROVISIONS
2.1 Identity of the Seller
The Website is owned and operated by SISLEY UK Ltd., a company incorporated and registered in England and Wales with company number 03499639 whose registered office is at 92 Golborne Road, London, W10 5PS (“SISLEY”) and with VAT registration number 719 0994 06 .
2.2 Identity of the Purchaser
For the purposes of these terms, the term “Purchaser” means the person buying Products on the Website (the Products). To be eligible to purchase the Products on the Website, the Purchaser must be an end-consumer (i.e. an individual, not acting as a retailer) residing in the United Kingdom and must be at least 18 years old.
By placing an order, the Purchaser agrees that:
- they are eligible to purchase the Products on the Website;
- the purchase of the Products on the Website is unrelated to any professional activity and is limited to personal use; and
- • they will not resell or distribute the products purchased on the Website or any samples.
2.3 Information on the products
The images of the products on the Website are for illustrative purposes only. Although SISLEY makes every effort to display the colours accurately, the Products received may vary slightly from those images.
All the Products shown on the Website are subject to availability. SISLEY will inform the Purchaser by e-mail as soon as possible if the Product ordered is not available.
SISLEY reserves the right to add new products, remove products or change their appearance or price at any time. In the absence of an error, the Information on the products and prices applicable to the order will be those appearing on the Website at the time the Purchaser confirms their order.2.4 Customer Services
For any information, questions or advice on the order or the products, SISLEY’s Customer Service may be contacted:
- by telephone on 0800 433 4483 (free call)
- through the Contact Form section of the Website
- by e-mail to the address: customerserviceUK@sisley-paris.com
- by post to: SISLEY UK Ltd., Customer Services Online, 92 Golborne Road, London, W10 5PS
- THE ORDER
3.1 Order Process
3.1.1 Order on the Website
The Purchaser selects the product(s) of his/her choice and adds it/them under the heading “Your Basket”. He/she can check the details of the planned purchase and change them at any time. The Purchaser must then validate his/her details, billing address, location and form of delivery and the selected payment method. Please take the time to read and check the order at each page of the order process. As soon as the Purchaser confirms his/her order by clicking on the “Confirm your payment” icon, the Purchaser is considered to have confirmed the contents and conditions of the order, the prices, characteristics, quantities and delivery deadlines for the ordered products. The order cannot be amended after this point.
3.1.2 Order by telephone
The Purchaser may also order products by calling 0800 433 4483 (free call). These terms will also apply to purchases made by telephone.
3.2 Order confirmation
After the order is placed, SISLEY will send the Purchaser an e-mail summarising the terms and conditions of the order. Please note that this does not mean that the order has been accepted. SISLEY’s acceptance of the order will take place when the products are dispatched for delivery.
The Purchaser may track the status of the order and download his/her invoice in the “Your Account” section on the Website.
Orders can only be processed via the Website or the telephone.
3.3 Unavailability of products
If a Product the Purchaser has ordered is unavailable, SISLEY will inform the Purchaser before any other purchased products are dispatched. Only the products which are dispatched will be invoiced.
3.4 Cancellation of the order
SISLEY reserves the right to cancel any orders at its discretion including without limitation:
- where the products are unavailable;
- where the Purchaser orders more than four (4) products of one reference;
- where SISLEY has reason to believe that the Purchaser does not comply with the eligibility criteria set out in these terms;
- where the information provided by the Purchaser is incomplete or inaccurate;
- where the Purchaser fails to pay any amounts owed by it to SISLEY; and
- where there are events beyond SISLEY’s control as set out in clause 10 (Events outside SISLEY’s control).
The Purchaser may cancel his/her order by exercising his/her right of withdrawal under the conditions stipulated in clause 6 (Right of Cancellation).
- PRICES
The sale prices of the Products are indicated in Pounds (GBP) with VAT included at the rate in effect on the day of the order and excluding delivery charges.
SISLEY takes reasonable care to ensure that the prices of the Products are correct at the time when the relevant information was entered onto the system. However if SISLEY discover an error in the price of the Products ordered, SISLEY will notify the Purchaser of the correct price and if the Purchaser does not wish to purchase the Products at that price, the order will be cancelled.
The delivery charges are as quoted on the Website from time to time. To check relevant delivery charges, please refer to the Delivery Charges page. - PAYMENT CONDITIONS
5.1 Payment for the Products can be made using a debit card or credit card. SISLEY accepts the following cards: Visa, Mastercard, American Express. Payment by cheque is not accepted.
Payment for the Products and all applicable delivery charges is in advance. SISLEY will not charge the Purchaser’s debit card or credit card until the order is dispatched.
5.2 The entire transaction shall be effected in encrypted mode and the banking data of the Purchaser shall not transit via the Website but through the payment platform of the service provider CYBERSOURCE which secures payments and prevents credit card fraud. SISLEY reserves the right to check information provided by the Buyer in asking an identity document such as a copy of identity card by e-mail or by post, thereby suspending the Order without any kind of compensation claimed by the Purchaser.
- DELIVERY
6.1 Delivery procedures
The Products are only delivered in the United Kingdom (excluding the overseas territories and excluding PO Box Adresses).
When ordering, the Purchaser should choose the most convenient delivery method from amongst those proposed and, if required, should provide clear delivery instructions if the delivery address is difficult to locate or access.6.2 Delivery deadlines
The delivery time of the Products will depend on the option selected by the Purchaser when placing the order, and will in any event be within thirty (30) days of order, except if affected by events beyond SISLEY’s control as set out in clause 10 (Events outside SISLEY’s control) . Any delivery dates are estimates only and SISLEY does not guarantee that delivery will occur on the given date.
If no one is available at the delivery address to take delivery, the delivery driver will leave a note with details of how to rearrange delivery or collect the products. If the Purchaser does not collect the Products or does not take delivery of the Products within a reasonable period and the order is returned to SISLEY, SISLEY will be entitled to treat the order as having been cancelled and will refund the amount of the order.6.3 Verification of the order on receipt
The Purchaser should check immediately the condition of the package upon delivery. If the Purchaser has any concerns regarding the condition of the package or if any products are missing from the order or are incorrect or faulty, the Purchaser should inform immediately the delivery driver and notify the concerns on the delivery slip or, if this is not possible, should notify SISLEY’s Customer Service Team as soon as possible.
The Products will be the Purchaser’s responsibility from the completion of delivery. The Purchaser will own the Products once they have been delivered provided that SISLEY has received payment in full, including all applicable delivery charges.
- RIGHT OF CANCELLATION
7.1 Right of cancellation
The Purchaser has the right to cancel their order and withdraw from the contract without reason within the period of fourteen (14) days of the date of receipt of the order. If that fourteen (14) day period expires on a Saturday, a Sunday or a public holiday, the deadline will be extended until the following business day.
In order to exercise this right, the Purchaser shall, before the expiry of the fourteen (14) day deadline, inform SISLEY of his/her desire to cancel the contract. This can be done in the following ways:
- completing the cancellation form available on the Website under the Your Account heading;
- completing the return form contained in the package;
- sending a letter or e-mail addressed to SISLEY’s Customer Service Team and including the following information: name, postal address and, if available, the Purchaser’s telephone number, order number and e-mail address.
7.2 Return of Products
Where the Purchaser exercises their right to cancel, they must return the cancelled products to SISLEY within fourteen (14) days of the date of cancellation. Unless the products are incorrect, inaccurate or faulty at the time of delivery, the Purchaser will be responsible for the cost of returning the products to SISLEY.
The products should be returned complete but not partial and in good condition, where possible in the original packaging. All returns should be sent to the following address: SISLEY UK Ltd- Customer Returns, 92 Golborne Road, London, W10 5PS, accompanied by the return form (available under the Your Account heading on the Website or inserted into the package).
For reasons of hygiene, cosmetic products (care products, perfumes, make-up and hair care products) must be returned intact, in good condition, in their complete and original packaging and in condition which is suitable resale. Opening these products will make them unsuitable for future resale. If any free or multi-purchase discount products were included in the cancelled order, these must also be returned with the cancelled products.
The Purchaser should retain the proof of postage and provide it to SISLEY in the unlikely event that SISLEY does not receive the returned products. The products should be returned in good condition and the Purchaser has a duty to take reasonable care of the goods.
7.3 Reimbursement following cancellation
SISLEY will refund to the Purchaser the amount paid for the cancelled products together with the delivery charges within 30 days of cancellation.
Refunds will only be made against the original debit card or credit card used.
- OTHER RETURNS – DAMAGED, FAULTY, INCORRECT ITEMS
SISLEY hopes that its Purchasers are very happy with the Products. In the unlikely event that a Purchaser receives an incorrect, mis-described or faulty product, please contact SISLEY’s Customer Service Team and then return the product to SISLEY UK Ltd - Customer Services Online , 92 Golborne Road, London, W10 5PS, accompanied by the return form (available under the Your Account heading on the Website or inserted into the package). If the products do not comply with those requirements, the Purchaser will receive a full refund of the price of the Products together with the applicable delivery charges and the cost of postage or collection.
- LIABILITY
9.1 .
SISLEY only supplies products via the Website for domestic and private use. The Purchaser agrees not to use any products purchased from the SISLEY Website for any commercial, business or re-sale purposes. The Purchaser should ensure that they have read the label before using any Products and comply with any instructions for using the Products.
If SISLEY fail to comply with these terms or is negligent, SISLEY will be responsible for any loss or damage which the Purchaser suffers that is a foreseeable result of SISLEY’s breach of these terms or its negligence, but will not be responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of SISLEY’s breach or if it were contemplated by both SISLEY and the Purchaser at the time the contract is entered into.
SISLEY does not in any way exclude or limit its liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation or in any other circumstances which are not permitted by law. In addition to the rights set out in these terms, as a consumer the Purchaser will have legal rights in relation to the Products that are faulty or not as described. Advice about consumer rights is available from the Citizens' Advice Bureau or Trading Standards office. Nothing in these terms will affect these legal rights.
9.2 .
Si l’une des dispositions des Conditions Générales de Vente est déclarée nulle en tout ou partie, les autres dispositions et les autres droits et obligations nés de ces Conditions Générales de Vente demeurent inchangés et resteront applicables.
9.3 .
De manière générale, il est prévu de convention expresse entre SISLEY et l’Acheteur que les courriers électroniques feront foi entre les parties de même que les systèmes d’enregistrement automatiques utilisés sur le Site, notamment quant au contenu et à la date de la commande.
- BEAUTY SUBSCRIPTION
10.1 . The Subscription
SISLEY operates a subscription service to enable Purchasers to discover products within SISLEY’s cosmetic ranges (“Beauty Subscription”) in which the Purchaser receives a cosmetic box each month containing five (5) sample products selected by SISLEY, the sample products will be based on a monthly theme.
The Beauty Subscription, and all products provided through it, are subject to these terms (and if there is any conflict between this clause 9 and the rest of these terms, this clause 9 will take priority).10.2 .Term of the Subscription
The Purchaser can choose to sign up for the Beauty Subscription for a term of six (6) months or twelve (12) months. The Subscription will begin the month following the subscription date.
The Beauty Subscription is not automatically renewed and the Purchaser will have to sign up for a new Beauty Subscription after expiration.10.3 .Delivery
Beauty Subscription’s selections are only delivered in the United Kingdom (excluding the overseas territories). They shall be dispatched after the 10th of each month, starting from the month following the subscription date.
Only standard delivery is available for the Beauty Subscription, and the cost is included within the Purchaser’s monthly fees.
The shipment should arrive within ten (10) business days of the Purchaser’s order and the delivery within fourteen (14) days of the shipment’s date but this will depend on the carrier, all deliveries are subject to the rest of these terms.
Where a cosmetic box isn’t delivered successfully or collected by the Purchaser, it will be returned to SISLEY, and the Purchaser will not be refunded. The Purchaser can rearrange delivery by request to SISLEY, subject to payment of SISLEY’s reasonable delivery charges.10.4 .Complimentary Beauty Subscription
Gold or Platinum members of My Sisley Club who do not already have a Beauty Subscription automatically receive a complimentary monthly Beauty Subscription while they hold Gold or Platinum status.
If a My Sisley Club member no longer has Gold or Platinum status, his/her complimentary Beauty Subscription will end, but he/she will be notified and given an opportunity to subscribe to the paid Beauty Subscription service.10.5 .Cancellation
Purchasers can cancel their subscriptions within fourteen (14) days of the beginning of their Beauty Subscription. If that fourteen (14) day period expires on a Saturday, a Sunday or a public holiday, the deadline will be extended until the following business day.
In order to exercise this right, the Purchaser shall, before the expiry of the fourteen (14) day deadline, inform SISLEY of his/her desire to cancel the contract. This can be done in the following ways:- completing the cancellation form available on the Website under the Your Account;
- sending a letter or e-mail addressed to SISLEY’s Customer Service Team and including the following information: name, postal address and, if available, the Purchaser’s telephone number, order number and e-mail address.
SISLEY will refund the Beauty Subscription fees affected by the cancellation to the Purchaser within a maximum deadline of fourteen (14) calendar days of the demand for cancellation. In the event where the Purchaser has received the first cosmetic box in the meantime, the Purchaser shall return the relevant cosmetic box to SISLEY and all other elements provided in the scope of the subscription for the Beauty Subscription, within a maximum deadline of fourteen (14) calendar days of the demand for cancellation, where possible in the original packaging intact to the following address: SISLEY UK Ltd - Customer Service Team, 92 Golborne Road, London, W10 5PS, accompanied by a return form (available under the "Your Account" heading on the Website).
If one of the samples in the cosmetic box is missing or has been opened, or the original packaging has been damaged, the cosmetic box shall not be refunded, accepted for return or exchanged, and the amount of the Beauty Subscription shall be refunded, after deduction of £5.83 (amount of the cosmetic box affected by the unaccepted return).
Any return of the relevant cosmetic box accepted by SISLEY shall entail the full refund of the Beauty Subscription within a maximum period of 14 (fourteen) days from the qualitative and quantitative verification of the returned cosmetic box.The costs of returning the relevant cosmetic box will be the responsibility of the Purchaser: packages sent via postage or cash on delivery shall not be accepted or refunded.
Any unaccepted cosmetic box shall be returned back to the Purchaser. - EVENTS OUTSIDE SISLEY’S CONTROL
SISLEY will not be liable or responsible for any failure to perform, or delay in performance of, any of SISLEY’s obligations under its contract with the Purchaser that is caused by events outside of SISLEY’s reasonable control.
- GENERAL
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect. If SISLEY fail to insist that the Purchaser perform any of its obligations under these terms, or if SISLEY do not enforce its rights against the Purchaser, or delays in doing so, that will not mean that SISLEY has waived its rights against the Purchaser and will not mean that the Purchaser does not have to comply with those obligations. These terms are governed by English law. This means that the contract for the purchase of Products through the Website and any dispute or claim arising out of or in connection with it will be governed by English law. The Purchaser and SISLEY agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if the Purchaser is a resident of Northern Ireland the Purchaser may also bring proceedings in Northern Ireland, and if the Purchaser is a resident of Scotland, the Purchaser may also bring proceedings in Scotland.
- USE OF THE WEBSITE AND USE OF PERSONAL INFORMATION
The Purchaser’s use of the Website is governed by the terms set out in the Legal Notice page. SISLEY will only use the Purchaser’s personal information in accordance its Privacy Policy and Cookies Policy. The Purchaser should take time to read these documents as they contain important terms which apply to the Purchaser.
- CHANGES TO THESE TERMS
SISLEY may revise these terms and conditions from time to time including without limitation in the following circumstances:
- to make changes to the order and delivery process;
- to make changes to the way in which payment is accepted;
- to reflect changes in relevant laws and regulatory requirements.
Every time a Purchaser places an Order for Products, the terms in force at that time will apply to the contract between SISLEY and the Purchaser.