Stores & Services
Find a Sephora

Happening at Sephora

View all


From makeovers to personalized skincare consultations

Free Classes

Get inspired, play with products & learn new skills

Showing results for 
Search instead for 
Did you mean: 
Post in Customer Support

Disappointed - Paid but no Product

I was searching for help - but I will also try going through social media because I owe it to share my experience with other customers spending their money


I was trying to find some assistance with a package I paid for and did not receive.

I contacted FedEx and explained that Sephora already said that they couldn't do anything once it's a freight forwarding address. FedEx let me know it's only those who produce the shipping label can file a claim - Sephora. I used the chat to discuss the matter and was told they basically do not send out claims.


I'm not seeking a refund or reship or replacement.


FedEx requested a claim to be filed and only Sephora can do so.

...I mean - all I'm getting is the generic one to really provide customer service, only "Unfortunately we cannot assist with this and I do apologize for the inconvenience this may cause. Please find more information here:


Parcel Forwarding Services

If you choose to use a parcel forwarding company, we will not be liable for any damage, defect, or loss that occurs. We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. Sephora is not responsible for lost or stolen packages.


What if it was Sephora who made an error on the label?

What if FedEx made an error?

I paid for the items, there was my birthday gift as well in there.... I was looking so froward to that 


I am not asking for a refund or a reship - I just want to get my items... and the only way FedEx can investigate is if Sephora sends a claim...


I guess Sephora will not do that for me.... and I suppose I should cut my losses as there is a 90-day limit for FedEx to investigate - it was 'shipped' 27 February - my birthday was on 14 February - valentines day 


This really hurts Sephora

...really hurts 




But I just noticed that my missing order was sent via FedEX - all others were sent with UPS.... Maybe my package is sitting somewhere - how can I check? I'm not the sender!


But yet somehow - I cannot be assisted by Sephora 

How can I have any control over this? And why will you take a customer's money - but not deliver? 

I paid in full - but I am still empty-handed...


Shame on you Sephora 


Again - I am not requesting a reship or refund - can you PLEASE check on this with some human contact and a human touch 


#disappointed #help #customerservice #assistance


Paco Rabanne FAME Eau de Parfum Collector 2.7 oz / 80 mL 

OUAI Detox Shampoo & Refill Hair Set 


Re: Disappointed - Paid but no Product

HI, I think I'm going through this same situation, were you able to solve it?

Re: Disappointed - Paid but no Product

@TriniAngie I'm sorry to hear about this experience. I will send you a PM for more information. 

Conversation Stats
  • 2 replies
  • 0 Hearts Given
  • 3 Contributors