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Post in Customer Support

Refused a refund for a package that never delivered!


I recently made an online purchase, and although the order said "delivered", the package was no where to be found. After reaching out to Sephora, they refused to refund me as they noted that I have been helped with an issue like this in the past? I have ever only returned one unopened item to Sephora, and have never had a package not delivered/gone missing. I reached out to the mail delivery service Canada Post to file a claim, and they said the only way would be to get Sephora themselves to file a claim - which they had also refused to (even though that meant no cost to them whatsover?) After going back and forth with Sephora, they still refused to refund me for my lost item. 


It seems like several people have had this issue in the past with lost packages and Sephora refusing to help! Is there anything else that can be done? It's so disappointing to have paid for something that was never received and the poor handling of it afterwards.


Thankful for any help & advice! 

Re: Refused a refund for a package that never delivered!

Hi @vivianf5,


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


Warm regards,


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