Why had my order still not shipped?

[Anonymous]

I ordered my items on April 5th, 2020 around 4pm. I keep looking at the status of my items, and they still say in-progress. Its going on 5 days and my order still hasn't shipped, should I be worried?

[lisaseashell]

Same thing has happened to me. But now I've noticed I've been refunded for 2 of my 3 orders so far. I'm not sure if I will ever get my items. Should I order from elsewhere or wait for the stores to open.. 

[Meeksauce]

I’ve had to go to individual brands’ sites and pay the higher tax and shipping fees to receive my items in max two weeks. Last time I ordered from Sephora, it took about a month just to get a tracking number for three things. My current order is still processing after a few days, and I’m hoping for the best this time, but we might have to spend more money at a grocery store and get something cheap to wait it out 😕

[RGbrown]

@lisaseashell 

Assuming your order status is still "in progress", you haven't been refunded; you were never charged. What you saw before was a hold or pre-authorization, but those are only temporary. You are never charged until your order ships, but normally that happens before a hold expires, so you may not have noticed a difference in the type of transaction before.

Assuming again that your status on your order is still "in progress", you should wait... your order is still in line to be shipped, and will be (eventually).

[shari555]

I was charged shipment in progress for a few weeks now

[Anonymous]

Same here. I have purchased items almost 10 days ago and it is still not showing as shipped and no tracking number. I fully understand the COVID situation but how Kérastase website could deliver in 3 days and Sephora cannot even in 10 days?

Target and others stores also shipping with delay but minimal 1 day more maximum.

[Anonymous]

I had the same situation. I had waited just under a month for it to say 1 day and today I was supposed to get the package and it says I had recieved it today at 10:30 and I checked from 11am to 2pm and nothing has shown up so Im a bit upset about it. Even though this Covid-19 stuff is going on I didnt expect it to be like this.

[Pokee999]

yep, same here.  I have 6 orders placed in the past two weeks that haven't shipped. Going back to April 21st. It's like the warehouse just shut down... 😞

[PenelopeBT]

Hi @Pokee999,

With extended store closures, and our Spring Savings promotion, we are processing a high volume of orders that is unfortunately resulting in long order processing delays.  The safety of our distribution center employees and our clients is our top priority, which means that responsible workforce safety precautions result in fewer people than usual processing orders at one time. If you placed an order, it will be shipped out and you will hear back from us with any updates when available.

Best,

Penelope

[Anonymous]

I fully understand that but then it shouldn't put an expected date of delivery. Because I ordered a product from you guys because of the delivery date. And now it's not coming any time soon. I ordered my daily face routine and its upsetting that it's not coming when I need it.

[LaurieBT]

Hi @Anonymous,

I'll take a look further and I'll send you a message shortly. Thank you!

Best,

Laurie

[IsabelleRu]

Hello Laurie, 

I am having a similar problem and would love to be updated when you find out information for @Anonymous 

If the delivery date has passed, how should we estimate when packages will be delivered? 1,2, or 3 weeks later? I am having a similar issue in that I ordered essential products for my daily skincare routine, and I am now worried that because the expected delivery date was slightly misleading, then I won't be taking care of my skin like it's used to. Would love any information that you have to offer, thank you!

[DaneeBT]

Hi @IsabelleRu, I will take a look at your order then send you a private message!

Always,
Danee

[ellen28]

Hey, I am having the same problems! I placed an order on February 14th and it is still in progress. 

[DaneeBT]

Hi @ellen28,

I'm sorry for the delay. I'll look into this then send you a PM.

Always,

Danee

[Genny75]

I have made four orders recently and would like to be assured that my orders will ship without the hassle of money going back and being taken again from my account and just get a date for when they will be shipped and expected delivery as well please? I just joined Sephora online and am already discouraged by these comments. I hope I receive my orders without too much hassle.

[keelybt]

@Genny75 Due to safeguards in place to protect our distribution center employees, we are experiencing  delays. You can view the expected delivery date and track your order on Sephora.com and in the Sephora app.  Please allow a few additional days from the posted delivery date to allow for processing and carrier delays.  You will receive an email if the delivery date is updated, as well as email confirmation once your order ships. We appreciate your understanding. 

[Anonymous]

What happens if you placed an order and it's currently in in progress stage but the authorized hold for the payment was lifted back to your account. When would they go back and take the money from my account? And how many attempts due they due if it declines the first time?

[ZakiyaBT]

Hi @Anonymous,

You may be seeing that pre-authorizations have dropped from your form of payment, looking like you received a refund from Sephora - This is not a refund, and you will still be charged once your order ships. I hope that this helps. 

Best,

Zakiya

[quspork]

Nothing happens, @Anonymous. They'll charge you when it ships.

[cristina11]

They are probably overwhelmed with orders cause the stores are close cause of covid19 , I wouldn’t worried you are going to get your order.