My return was refused because apparently my item was incorrect/empty?

[chioy]

I was emailed with this

"We are unable to offer a refund because the shipping package either contained incorrect contents or was empty.

If you would like to return items, we invite you to make future returns in our Sephora stores, as we are no longer able to accept returns by mail."

i dont understand because I was sure it was the correct item and I'm sure that it was not empty. I had used Canada Post's QR code so I didn't need a return receipt. So maybe that could be why? So confused

[Nomzi]

This just happened to me. I am so confused because I was wondering why haven’t they refunded me for part of my order and they said part of the order was missing or empty. How can all four of the products be missing or empty. I didn’t even open them! 

[LaurieBT]

@Nomzi, 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, for immediate assistance, 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!

[Nomzi]

Hello I can’t seem to send you private message. Can you try to send me now?

[ishleenn]

I returned my product by mail and now I’m wondering what will happen to it if they are not accepting returns by mail anymore. I did not receive that email however. Any update?

[aluzio]

I had the exact same email today. I don’t understand I always by online because I have mobility issues and my husband takes them to the post office for me once I package them up to send back. Does this mean no matter from now on my online orders have to be returned to the store? Ive been a rouge member for years. 

[ishleenn]

Did they end up sending it back, or are they going to fulfill the return? I’m just wondering as I’m in a similar situation (except I have not received the email saying that they are no longer accepting returns by mail)

[Harpreet88]

I also got same email yesterday i only purchased online because I can’t go in store i also have a order to return now i am confused can I return by mail because I can’t go in store

[LaurieBT]

Hi @Harpreet88,

I'm sorry to hear this! I'll send you a message shortly.

Best,

Laurie

[keelybt]

@aluzio I will send you a PM. 

[keelybt]

@chioy I will send you a PM for more information.