Package going to wrong address

[KBodnar]

Help! I made an order on the weekend and immediately realized it’s being shipped to the wrong address. I emailed support and heard nothing back. Two days later I received an email stating that the package was picked up for shipment but still to the wrong address. Can anything be done? Otherwise, the package won’t be delivered to me. 

[ZannaBT]

Hi @KBodnar,

My apologies for the delay in getting to your post! Due to our current promotion, we have been experiencing a very high volume and I apologize for the wait. 

To clarify, once an order has been submitted on our site, we have no way of modifying or cancelling it; this is a system limitation. Additionally, as you mentioned, Canada Post will not allow us (or the receiver) to update an address once an order has been shipped, and they are very stern on this. 

I do apologize you were not able to get this sorted out and I understand that must have been an inconvenience. I always like to double and triple check my orders to ensure everything is correct as I know it can be a pain not to be able to make modifications. 🙂 

[KBodnar]

Okay, so I just wanted to post an update on this matter. After three days I finally managed to get a hold of someone at customer support who told me, much to my chagrin, that they couldn't do ANYTHING and that I'd have to contact Canada post. I contacted Canada post, who told me that it's a federal offence to change the address and that they HAVE To deliver it to the incorrect address, since that's how the shipping label was created.

I'm super disappointed in Sephora's customer service. I tried to get a hold of them immediately to change this and I really feel like this could have been corrected. I hope whoever inevitably signs for my package at my shady old apartment building enjoys all of my products, including my 750 pt redemption. :(.

I'm totally aware that the incorrect address was my fault, but I really feel like this could have been dealt with prior to shipping, considering shipping took three days.

[fatimamoazzam1]

I had a similar issue but that was because the billing address on the card i was being charged for was different than the shipping address! I had to call my bank and get it changed for them to have it delievered to my new address!