Return policy expectations

[annawegs]

Hi, 
I placed a Sephora.com order on Aug 31st, 2020. Many of the items did not end up working out. During this time, the return policy was extended to 60 days for Covid-19. I recently returned some of my items by mail on Thursday October 8th and did not get any email confirmation that my return is in transit. 

Upon checking Sephora's return policy again, I noticed it was updated on October 10th. I just want to make sure that the extended 60 day Covid return policy still applies to me, is this correct? 

[DaneeBT]

Hi @annawegs,

You should still receive a refund for your items as they were returned within the correct timeframe. I will send you a private message to gather more information!

Always,

Danee

[VenusInfers]

I asked customer support the same question for an order placed on the 9/3 and was told I would only get store credit or no refund at all.

[Sakina823]

I've had so many issues with Sephora over the past year. Ever since they "silently" changed their return policy from 60 days to 30 days. No one ever told me that when I purchased stuff and when I went to return it just a day beyond 30 days I was given their stupid store credit which would be okay if it worked online but it only works in stores...They also pointed to the counter where their policy is listed which is hilarious because that is exactly where you set your items down! I told them they should print the return policy on the back of their receipts and they were like it's there then proceeded to print the receipt which has no writing on the back...anywho so I too was confused by their "covid return policy". I returned an item that should have been within the 60 day covid return policy return time and was before they changed their policy back to 30 days on Oct 10th but of course their confusing policies are different depending on who you talk to and I was given a store credit cause it was not in the time frame that supposed policy applied to...whatever 😕 Another bad experience I had in store was when I went to return an online order in store. I ALWAYS use paypal when I purchase on sephora.com and usually get asked if I used a gift card I say no and that it was my debit card being used through paypal. Usually they are like okay and I insert my debit card and the money goes back on it. Usually I can see this in my paypal account within a day or so but it was almost a month and I didn't see any refund show up. So I went to the store again and explained the situation. This time the sephora employee (different from the one I made the return with before) said that "Sephora's policy" is to only give store credit for a purchase made on sephora.com using paypal when it is returned in store....well this isn't posted ANYWHERE that the customer can easily see. And no one ever mentioned that before - not even when I went in the few weeks prior to that....It's like the customer is being punished with all these hidden policies. Like why would you give a store credit for a return being made under 30 days....you are robbing the customer! I am planning to shop elsewhere from now on because this stupidity keeps happening.  

[Anonymous]

I wish I had seen your post before I purchased from sephora. theyre really telling me to expose employees to covid with an in person return or take the l. really disgusting. I remember now why I stopped patronizing this place. 

[LaurieBT]

Hi @Sakina823,

We appreciate you for taking the time to share feedback with us and apologize for any disappointment caused. I will share your feedback with our teams. Please note that sephora.com orders paid for with PayPal and returned in-store, they would be refunded to a Sephora gift card if returned within 30 days, and a Store Merchandise Credit if returned within 60 days. These details are available here > https://www.sephora.com/beauty/returns-exchanges

Warm regards,

Laurie 

[DaneeBT]

Hi @VenusInfers,

To view our full return policy, please visit https://www.sephora.com/beauty/returns-exchanges If you have additional questions or concerns, please send me a PM!

Always,
Danee