Disappointed in return process

[queenofthrift]

I just want to say how disappointed I am with the return process and procedure, especially for those of us who live in rural areas with the nearest store being about an hour away.

I order the majority of my products online for convenience, and although there is a Sephora in Kohl’s closer than a standalone store, anything ordered from the Sephora site has to be returned at a standalone store.

I just found out last night after driving an hour to return / exchange product that the return policy is 60 days, which is pretty fair. If you are trying skin care or complexion products you need time to see if they are going to work for you. However, if I have a return to make, I wait until I have a few things to take back because I mean who is driving an hour to return one $30 concealer?

So there I sat with almost $200 in product that I wanted to exchange and I couldn’t because I was one week past 60 days. So frustrating. And a waste of my time and my money.

Not trying to be one of “those girls” but I’m already half way to Rouge for 2025, so I spend a fair amount of money with the company and am not a “serial” returner of products.

I really just wish an exception could be made for those of us who live further away from a stand alone store that don’t want to make a special trip to return one product.

I know nothing will come of it, just really disappointed and wanted to express that for us ladies that don’t live close to a stand alone store, it’s frustrating.

[LaurieBT]

Hi @queenofthrift,

I'm so sorry for the disappointment with the return policy, and that these returns can't be processed in Sephora At Kohl's stores at this time. You can return online orders by mail with the free return shipping label > https://returns.narvar.com/sephora/returns?locale=en_US

I apologize for the inconvenience this causes, and sincerely appreciate your feedback! I'll share your feedback with our team for consideration with future enhancements. 

Warm regards,

Laurie