Stolen package

[helloair]

I am trying to easily find how to report a stolen package, it seems like a lot of customers have to resort to posting on the community boards to find a solution because there is no clear way of getting help. Is it possible to get a refund? How am I able to see which carrier it was shipped with to send in a missing package request?

[LaurieBT]

Hi @helloair,

I'm sorry for this experience! We're happy to assist here in the Community, and clients can also reach us by phone at 1-877-SEPHORA (1-877-737-4672) as well as chat here: https://www.sephora.com/beauty/contact-us

Also, you can view the carrier by viewing your tracking information. If you click and hold the tracking number, it should redirect you to the tracking page on the carrier's site. I'll send you a message shortly to assist. Thank you!

Best,

Laurie

[yiqili]

my package was delivered to my building but to wrong unit. 

I dont understand why the client needs to deal with courier which is hired by Sephora!!

I never find a shopping website working like this?! what you do? only sell stuff without service without helping client to find back stuff

"It looks like the system denied your refund/replacement. I have reached out to my team to see if there was anything we could do, however, they confirmed we are not able to override the systemic denial. Since Sephora sent out your items and the package was delivered, we are not able to assist. Sadly, I do not have any say in this but this is final. We encourage you to work with the carrier and submit a claim to locate your package or check with neighbors."

[DaneeBT]

Hi @yiqili

Oh no! I will send you a PM.

Regards,

Danee

[yiqili]

Are you following up? You stopped replying me.

Seems like sephora just sent I will pm you to avoid more bad comments in the community!