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
Payments & Safety
Shipping & Delivery
Warranty & Repair
Returns & Refunds
Returns & Refunds
Do you offer refunds?
Yes, we offer full and partial refunds.
Please enquire for more information about our Refund policy.
How long after I complete a purchase can I ask for a refund?
A refund request can be submitted within a month after the purchase is made.
How much can I get refunded?
In the case when the product and packaging are unopened and undamaged, you are eligiblefor a full refund.
In the case when the packaging has been opened and the product has been used, you are eligiblefor a partial refund.
In the case when a product has been damaged, and the damage is not covered by your warranty, you are not eligiblefor a refund.
You can also ask our backend service staff and send an email to the support email address to get an answer.
Who pays the shipping costs in the case of a refund when the order doesn't have free shipping?
When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.
Who pays the shipping costs in the case of a refund when the order has free shipping?
When an order includes free shipping, only the cost of the return shipping is handled by the customer.
Shipping & Delivery
How long does it take to get my products?
Domestic shipping can take up to 5 business days.
Foreign shipping could take up to 14 business days.
Due to global supply chain challenges, shipping times could be longer than usual.
How much does it cost?
Shipping rates can vary depending on your region and are calculated at checkout.
Is there free shipping?
Yes, we offer free shipping for large domestic orders. Check the cart to see the current deal on free shipping.
Do you ship internationally?
Yes, we ship our products all over the globe.
Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.
Do you ship to my area?
You can see the shipping countries we support in the purchase window.
or if they are not available, you can ask our back-office staff if they are supported.
Warranty & Repair
Do you offer warranty for your products?
All our products are subject to quality control.
Our warranty provides a guarantee against manufacturer defects.
The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.
It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.
Do you offer extended warranty?
An extended warranty can be added to your products for an additional cost.
Please get in touch for more information about extended warranties.
How much does extended warranty cost?
The extended warranty could come at a different cost depending on the type of product and extended period.
Please get in touch for more information.
Returns & Refunds
Tracking an Order
You can track the status of your order online at Sephora.com. 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.