Return Policy

[Yuki173]

As the holiday set sell out early, I purchased the makeup must haves set for Christmas in early Oct. Obviously it wasn't opened until Christmas morning when we discovered it contained two of the same items and was missing something else. I don't want a refund or to exchange the whole set except to return the one extra product and exchange it for the item that was missing. Sephora is very unhelpful, insisting the return policy is 60 days max with no exceptions. Below is the standard cut and paste reply from customer service. I think this is ridiculous considering the circumstances and they should be flexible. 

Sephora Favorites

Makeup Must Haves Set

ITEM 2816486

We would love to assist, but unfortunately, due to system limitations and our policy, we are unable to proceed with requests for missing items if it has been more than 60 days since the original purchase as our system strictly follow our policies and has closed this order. Since your order was placed on October 4th and the issue was only discovered on December 25th, it falls outside the window where we can provide assistance. I understand this situation may be disappointing, and I truly wish we could do more to help. Our apologies for the matter.

[beautyexplr]

Agreed! I’ve been a loyal customer for years and my recent experience trying to return a Christmas gift (purchased Nov 11th, arrived at my home Nov 14th and attempted to return Dec 28th) was horrible. The item was unopened and still wrapped in plastic. 

I’m taking my business to other stores. Really hoping Ulta opens up some Canadian locations!

[keelybt]

@Yuki173 I'm sorry to hear that!  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us privately by Facebook, X or Instagram.
 

[Yuki173]

Hi @keelybt,

Thank you very much for your message. Sorry but can I understand you are an employee of Sephora? Please let me know how to contact you because I do not receive any support at all so far from Sephora customer service.

Thanks.

[keelybt]

@Yuki173 Yes, you can adjust your account settings (the gear icon) on a desktop or mobile web browser, not the app or contact Sephora privately through Facebook, X or Instagram. 
 

[Yuki173]

Hi @keelybt , I adjusted my privacy settings and can receive messages now. Would you mind sending me a message that I can reply to.

Thanks very much,

Yuki