Exchange Policy

[alymariah]

Hi, so I have a question about your exchange policy. Now I'm aware about how you may be denied a return or money back when returning without a receipt. However, I was in the process of sorting out my new makeup room and found a bunch of products that I had never really used due to the various reasons of not liking the shade or formula. Now before i tried to change I reviewed my complete order history and found which products were on there and which products weren't. Now the products that I didn't have on my account I had just passed down to my younger sister. When i had gone in to sephora to exchange my products i was denied for majority of what i had brought in due to the fact that on their end they told me they didn't see any history of me buying what i had brought in. I showed the ladies my sephora app as proof that on my end this was in fact purchased at some point. I don't want money back on my card or anything I just would like to exchange the products that had been very lightly used for something I would use more often. I was simply told sorry we can't do anything its yours do what you want with it if you can't use it. Thats absurd. The products were Anastasia dip brow which i wasn't a fan of so i decided to stick with my brow wiz, Anastasia brow wiz in the wrong shade, a Sephora long lasting eyeliner and a Lip pencil. Please help with this issue as i would really love to exchange the brow wiz for my correct shade then use the rest of the $40 to get a contour kit.  

[Anonymous]

Wow, I didn't know that they changed the return policy. Without a reciept, I thought you could get a store credit. That's really unfortunate, did you call customer service?

[cindytn]

If it's been longer than 60 days, they won't exchange or return the items. I've been in a similar situation, but now I just pay close attention to the return period and make sure I take anything back before the 60 days is up (it may be 30 days depending on where you purchased it, I.e., a JC Penny's Sephora, etc,). There's no way around their policy now. Returns and exchanges are handled the same. 

[DaneeBT]

Hi alymariah,

I'm so sorry to hear your local Sephora store was unable to accept your return! Sephora now uses an approval process for all returns without receipt through a third-party returns authorization company, TRE. I apologize we are unable to reverse or change any decision made by them regarding a store return.

If you have any questions regarding store return decisions, please contact TRE (The Retail Equation) Customer Service directly at 1-800-652-2331, Monday through Friday, 8am-5pm PST.

Regards,

Danee

[alymariah]

I didn't have the receipt but i do have the products on my purchase history, I don't want money back or anything i would just like to swap out shades 

[yufe]

Did you check if there is a time frame to make returns?

[alymariah]

I saw on the back of the receipt that returns are within 30 days. However, it doesn't specify an exchange policy.. or is that the same thing? Like i said i don't want money back I'd really just like to swap out shades or do an even exchange for different products that i would gladly pay any difference for. I know that under my purchase history the products are there which is why myself and the ladies were confused as to why it didn't show on their end