questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
1. Orders & Delivery
2. Returns and Exchanges
3. Product Questions
4. Account Questions
5. Technical Questions
1. Orders & Delivery
Item or size not available
When an item/size is not visible on the webshop it may be temporarily out of stock. Please leave your email details, so you’ll receive a notification when this item is in stock again. You can of course also contact one of our stores for the store stock.
I just placed an order. When will it be delivered?
We strive to ship your order as quickly as possible. Ordered before noon, shipped the same day. You will receive a tracking code for stay update when you package will be delivered.
Is it possible to cancel my order?
Unfortunately, we cannot cancel placed orders, because they are automatically processed in our systems. After you’ve received the order, you can return it.
Where can I find the status of my order?
As soon as your order is packed, we will send you a shipment confirmation email with the delivery information and a link to track your order online.
My order is incomplete or damaged. What now?
In that case, we ask you to contact our customer service department. If something isn't quite right you can send your order number and a photo of the complain to us. Concerning an incomplete order, it may occur that different items are delivered separately. We will make sure to inform you if this is the case, and the parcel to be delivered and its delivery status.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.
2. Returns and Exchanges
What is the return policy?
You have 14 days to return your item(s), starting on the day the item is delivered. We ask that all items are returned unused and, if possible, in original packaging with all their tags attached. Costs for return are for the customer. If a size has to be changed, we will send this package at our expense.
Can I return items from the SALE?
Yes, you can also return SALE items, under the same conditions.
I used a gift card with my order. How does the return work?
The used balance will be refunded to the gift card in case of a return. We therefore recommend keeping the gift card until you are sure that your purchase is final.
Can I exchange products?
Yes, please send us an email.
Product Questions
Search for Products
Know exactly what you want? Or perhaps you're just searching for a matte lipstick? Use our comprehensive Search box located in the upper left corner of our site to find the exact product you need, or browse through the results that fit your criteria. You can enter a product number or even a partial description of the product. You can be as broad as "red lipstick" or as specific as "dry skin moisturizer."
Search for Brands
Looking for that hot new brand? The quickest way to find your favorite brands is by using our Complete Brand List. The Complete Brand List is located by clicking the Brands tab located at the top of every page. Click Brands A-Z to see a complete list of brands. Every brand is listed alphabetically. Please note that Sephora stores may carry brands that are not carried online.
Product Information
After you have found the perfect product, you can read the benefits and usage tips on each product detail page. The information is located beneath the product details. All the available colors, formulations, and sizes are listed below the detail text.
Product Availability & Out of Stock Products
Occasionally, an item may be temporarily out of stock. Our stock is replenished on a weekly and sometimes a daily basis depending on the particular item and brand. Some pages have an "email me" feature that notifies when the product is back. If the product says, "coming soon" or "temporarily out of stock," come visit us again.
Account registration, sign in, password & linked accounts
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Order status & history
Tracking an Order
You can track the status of your order online. Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1 - 3 business days from the time your order has shipped.
Order Statuses:
Order Submitted - "Placed"
Once you have placed your order on Sephora and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.
Canceling or Modifying an Order
Before you place your order, you can view the contents and the total amount in your shopping basket.
Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.
Partially Canceled Orders
If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If the initial order you placed met the $50 minimum free shipping threshold, but part of your order was canceled by Sephora, the order will still ship for free. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the "Email when in stock" alert. Orders that contain out of stock items will be partially canceled for U.S. and Canada Sephora.com orders only.
