Missing item

[Ummirah]

I placed an order during the sale. I am a loyal customer. I have placed orders for years to the same address. For the first time I received a package missing an item that cost $165. 
The Maison Margiela afternoon delight perfume. 
Sephora says that they will not refund me or deliver my item because they have a policy that they do not offer refunds or reships to freight forwarding addresses. I got videographic evidence from the freight forwarder that the perfume was never in the package and I sent it to them and they still refuse to help me. It is illegal to pay for a product and for it not to be delivered. This has been happening to so many customers during the sale. How can this be a policy? And how can this policy have any merit when my item was delivered? I saw it on video, the item was never in my package. #missingitem #afternoondelight 

[LaurieBT]

Hi @Ummirah,

I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll look into this. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you! 

Best,

Laurie

[Ummirah]

I private messaged you. Please help me 

[Ummirah]

this is a photo from the video showing that the perfume was never in the package, it was never delivered and none of my items were tampered with yet no one is helping me. All I am asking for is what I paid for!