Return processing

[alphagrid]

Hello! I understand that orders and return processing have been significantly delayed due to COVID-19 and safeguarding staff at the distribution centres, I'm wondering if I'll be penalized (aka not able to get my refund in original payment method) because of the unforeseen additional time required in processing returns at your end? I'm worried because one of my orders was placed on March 5 (and the other two orders on March 9 and 24), and it had been 60 days already.

As advised by your Call Centre staff back in early April, I've sent in one return shipment combining items from 3 different orders. I've submitted 3 separate return applications online and included 3 return receipts with the items, but packed everything in one shipment and only used one of the pre-paid shipping labels. With some difficulties locating a printer, I eventually dropped off my return package at Canada Post on April 20, and it was successfully delivered to your logistics centre on April 23.

I've been checking the "Track A Return" web page, but none of the 3 order numbers are on the system yet, displaying the message "The tracking information is incorrect or the tracking data is not yet available. Verify the tracking information or try again at a later time."

While I'm not in a big rush to get my refunds back, I would like to confirm that my return will be processed based on the date that the package received by your logistics centre, not the date it is actually processed (which I hope will be soon!), as it does have a combined value of over $100 and that's not a small amount. It'll be much appreciated to hear back from one of you. Thank you and stay well!

Tracking status on Canada Post

[samantha0414]

Did you get it refunded? I had a similar issue and was told that Sephora could essentially just keep the items and not refund you.

[alphagrid]

@samantha0414Hey! Sorry I didn't notice your message until just now - I think there's no notification unless you tag the person.

But yes Sephora did process my return 2-3 days after I DM'ed my info (I'm thinking perhaps they bumped me up on the queue? or maybe it was a timely coincidence), and then the refund showed up on my credit card the week after. I'd like to think they are more reasonable and understanding during this time.

How did your return go?

[LaurieBT]

Hi @alphagrid,

I'm happy to take a look further! I'll send you a private message shortly.

Best,

Laurie