Serious Delivery Issue with Veho – Please Stop Using This Service

[vanevane22]

I want to share a very disappointing and stressful experience I’ve had with your delivery partner, Veho.

I placed an order during the Rouge 20% sale—an event I was genuinely excited about—and Veho marked my package as delivered. However, it never arrived. The photo used as proof of delivery showed other packages, but mine was not visible at all. I contacted my forwarding provider and they confirmed they never received the package. Later, they even provided a surveillance video clearly showing that Veho’s driver took the packages and never returned—despite the delivery photo being logged an hour later.

I raised this with Veho, who admitted they are now investigating it with their Trust and Safety team. However, they also said they cannot refund me or help me directly. Sephora, in turn, refuses to offer a refund because the order is marked as delivered—even though there’s proof it wasn’t. I’m now stuck in the middle, having lost money, time, and a product I was really looking forward to.

This is not the experience I expect from a brand like Sephora. It’s the first time I’ve ever had an issue like this with Veho, but it has been enough to completely lose trust in that service. I sincerely urge you to reconsider using Veho as a delivery partner. Mistakes happen, but the lack of resolution and accountability from both Veho and Sephora is deeply frustrating and unfair to loyal customers.

[keelybt]

@vanevane22 I'm sorry to hear about your experience!  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 by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service

[vanevane22]

My order is

[keelybt]

@vanevane22 I have removed the order number from your comment as we do not allow that information posted publicly. I have replied to your PM.