Return Policy During COVID-19?

[bleuorchid21]

I made a purchase on March 13, 2020 and want to return one of the items I received. I also received a deluxe sample with the order (I ordered 2 items). Do I need to return the deluxe sample?

I have a Sephora inside JCPenney near me but the stores are closed. How long is the return policy during COVID-19?

[juju88xo]

hello I sent back two orders and I just wanted to know how long it will take for my refund?

[DaneeBT]

Hi @juju88xo!

It may take approximately 2-3 weeks for your returns to be processed at our distribution center from the time the package is sent back to us. You will be notified via email as soon as it has been processed! I appreciate your patience!

Always,
Danee

[MissJaxxon]

I saw your return policy during COVID-19 on your site. I see it says any purchases made on or after February 15, 2020, but I made mine on February 12. However, I attempted to return it to your store in Williamsburg, Brooklyn and was told I couldn't and that I needed to return it at a Sephora inside of a JCPenny, like the one where I purchased it. And now your locations are closed. Will I still be able to make my return?

[LaurieBT]

Hi @MissJaxxon,

I'll take a look further and I'll send you a message shortly. Thank you!

Best,

Laurie

[JaneanBT]

Hi @bleuorchid21,

Our current return policy is:

For product purchases made in-store on or after February 15, 2020, we will accept in-store returns, with receipt, within 30 days of re-opening. In-store purchases made on or after January 15, 2020 through February 14, 2020, with receipt, will be given 30 days of stores re-opening to return for store credit. To ease returns for online orders, we have adjusted our current 30-day return policy and increased it to 60 days to be returned to the original method of payment. Sephora reserves the right to revoke or revise the Policy at its sole discretion.

I hope this helps!

Best Wishes,

Janean

[Echosan]

Hello, 

I also have an online return I've been hoping I can just return in store. Now it's past the 60 days bc I don't have means to print your label now that I'm prohibited from going into my work and use their printer. My local library also continues to be closed (where I go to print things for free). I can't afford to absorb this item cost since my work has severely cut my hours and nobody else is hiring. Can't you please accept it for a refund once my local store reopens?  Bloomingdales and Uniqlo are accepting online returns at their stores within 30 days of their reopening, can Sephora please be flexible and enact this parameter as well?  Please advise. Thank you!

[keelybt]

@Echosan I sent you a PM to help. 

[Echosan]

Hello Kee...Thank you, but I don't see nay private messages in my PM folder. Please advise...

[bleuorchid21]

Thanks for the response. So since I bought the product online, would it be 60 days after the store reopens or 60 days from when it was purchased? Also, do I need to return the free sample?

[kevinbt]

Hi @bleuorchid21! If the item was purchased online, it will be 60 days from the date of purchase.  And no need to return the sample! Please let me know if there is anything else we can assist with! 

Regards, 

Kevin

[Anonymous]

Hi, I ordered 2 items online on Oct 3rd, 2020 and I went to begin the return process online but it said that the two items were not eligible for return.  What do I do?  Is it because it is over 60 days?

[DaneeBT]

Hi @Anonymous,

It appears that you are now outside of our return policy timeframe. For more information regarding our return/exchange policy, please visit https://www.sephora.com/beauty/returns-exchanges Thank you!

Always,
Danee

[bleuorchid21]

Thanks for the response. What happens if the stores aren't open by May 12?

[kevinbt]

@bleuorchid21 - If there are any more delays to the stores opening there will definitely be a communication addressing it! Thank you for your patience.

Regards, 

Kevin

[littlegreengian]

Hi,

I ordered items April 20 online, and I'm holding out for the stores to re-open to return the items in case they get lost in the mail or not refunded properly. Given it's May 11 now and stores aren't announcing re-opening, do you think I should just mail it so I don't miss the 60 day window?

[keelybt]

@littlegreengian I would recommend mailing them back if you are getting close to the 60 day window. We can track the packages back to us when you use a prepaid merchandise return label. 

[lsantiago21]

I bought a few products during the spring sale that I need to exchange.  Can I do that through mail?  I don't want to return and repurchase the items because I would loose my discount that way.  I would hate to have to wait for stores to reopen since it doesn't look like it will be anytime soon.

[keelybt]

@lsantiago21 Sorry! We don't have a way to process an exchange by mail.