Return policy store issues

[lovedThisSo]

So I had ordered online a little over 2 months ago (6/17) and haven’t had the chance to bring a product back for a return/exchange/whatever. A couple of posts here have confirmed that a store can make an accommodation. I call the only Sephora in my town which is inside a JC penny & tell the worker of my concern but also the response that a store can accommodate. She told me: “the store’s policy is that we cannot accept return after 30 days & an exchange after 60 days” I again asked if she was sure since the return policy was extended since Covid19. Please help

[LaurieBT]

Hi @lovedThisSo,

I am sorry for the trouble. Our store return policy time frames are within 30 days for a refund, or within 60 days for store merchandise credit or an exchange. 

With our temporary extended return policy due to COVID-19, 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. If you have any additional questions about our return policy please feel free to send me a private message with details.

Best,

Laurie

[lovedThisSo]

I understand the policies, but what do I do when I am trying to return an online purchase to the only store within my town & the workers are not even aware of the policy? @LaurieBT thank you for your fast response

[LaurieBT]

Hi @lovedThisSo,

I'll send you a message for more information so I can take a look further. Thank you! 

Best,

Laurie