Missing package

[nasiamae]

I got a notification that my package was delivered and I tapped the notification and it said delivered in/at mailbox but it’s not there and I spent my points and everything on that order this is my first bad experience at sephora

[c3ce]

My order stated it was delivered but it was not. I’m not sure how to refund it to go in person and get my items. Can someone help?

[LaurieBT]

@c3ce, 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 and shipping address, 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!

[makeitup305]

@nasiamae what was the carrier? It's likely not Sephora's fault. You need to contact whoever delivered it (UPS, USPS, FedEx, etc) and file a report. They open an investigation and once they resolve it, they contact Sephora to get a new shipment out to you. You can try contacting Sephora to see what they say but you probably have to go through the deliver service first.

[RaishaN]

Hi! The same thing happened to me, and I contacted Canada Post; they opened a ticket for me but later called to inform me that Sephora needed to ask them to open the investigation. Do you know how I could contact Sephora to open this investigation? 

[DaneeBT]

Hi @RaishaN I'll send you a PM to request for more info!