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Post in Customer Support

Terrible exchange/return policy

I have been a Rouge on and off for years (after covid I had to achieve status again) I didn't have a sephora close by my home so it was never an easy task to make purchases in store. I ordered some concealer online and the colors didn't really work for my skin tone. Fast forward we finally get a sephora close to home and I went to exchange and they said it was outside the window of anything they could do.  As a Rouge , I think we should get extra perks and extended return options. Most places that have tiered status levels offer things like this. I will be shopping at Ulta and Nordstrom from now on. I have spent THOUSANDS of dollars and to not be able to change out a color..

Mm mmm. Disappointed!

Re: Terrible exchange/return policy

I  couldn't agree more! As a long-time Sephora customer who also shops at other retailers (Nordstrom, BlueMercury), I am APPALLED at the return policy and customer service at Sephora. Sephora used to be known for the most generous policy and is know completely corporate and non-customer friendly, unfortunately. 

Re: Terrible exchange/return policy


Re: Terrible exchange/return policy

Hi @DaniGlami 


I'm so sorry for your disappointment and thank you for taking the time to share your feedback with us regarding our return/exchange policy! I'm truly sorry we are unable to accept returns outside of our return/exchange policy timeframe and will be happy to forward your feedback to the appropriate team for consideration in any changes.

Re: Terrible exchange/return policy

Also this kind of response is corporate speak and meaningless and discourages me from continuing to shop at Sephora. I'd much prefer actionable and responsive reponses.

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