Package Delivered to Incorrect Address (Please Help)

[CheeeseK]

My order was delivered on 04/18/2026 to the wrong address. The delivery photo from OnTrac shows that the package was dropped off at a door but the address displayed in the photo is not my delivery address.

I filed a dispute with my credit card company but was informed by my credit card company that I must contact the delivery service OnTrac. OnTrac informed me to contact Sephora. I can provide any proof needed: The delivery photo, a photo of my door with the correct address number on the wall, the statement from my credit card company for the dispute, and the screenshots of the chat with OnTrac.

I love Sephora and have never had an issue with deliveries until now. Please help Sephora.

[keelybt]

@CheeeseK I'm sorry to hear that! If the dispute is currently active, we would need to wait until it has been resolved before we'd be able to further review.