shipping

[shainakaye]

Hello, 

my order has been in progress for almost 2 weeks? does it usually take that long to process an order?

[SabrinaaMariee]

Same. One of my orders is expected to take a whole month to get to me 😞

[amj15ny]

My order has been in processing for almost 3 weeks..i get it.  covid19 has delayed things but you have other beauty retailers like ulta shipping out in a timely fashion..what is going on?!

[ZakiyaBT]

Hi @amj15ny,

Due to safeguards in place to protect our distribution center employees, we are experiencing significant 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.

Best,

Zakiya

[Anonymous]

On May 18th, I ordered over $100 in products- as most of us at the time, my state had closed all Sephora stores. It said it would take 1-3 days and possibly and extra day or two with covid safety response. No problem. I figured maybe the 26 due to Memorial Day in there. Shipping status said it would arrive the 26th... and then it moved to the 28th... then the 30th... on the 30th, I was getting cranky. It now said ‘tomorrow’. Tomorrow? Sunday? So I’m thinking Monday, June 1st. 14 days after my order. But no. I watched my product travel to four different states this week. Nashville. Memphis. Oxford. Minneapolis. For what? Travel miles? It said each day this week it was arriving ‘today’ meaning whatever day it was. Today, as I called customer service, they said it was to be dropped off by 8pm- that was fifteen minutes prior to my call. My two options for this delay of 6+ times standard delivery- cancel and wait three weeks for a refund and THEN I can drive 45 miles to the nearest store and purchase what I had 3 weeks ago OR I can reorder my original order- minus all my promotions and specials as they were no longer in place- and have it expedited across the next FOUR days. That’s it. That was my support. Sephora. Shame on you. This was not a covid issue- this was your tracking mistakes. USPS handling started at 1:30pm today. You started nearly 3weeks ago. Expedited isn’t expedited when it’s already weeks late 

[LaurieBT]

Hi @shainakaye,

I apologize that we're currently experiencing some shipping delays. I'll take a look further and I'll send you a PM. Thank you!

Best,

Laurie

[seanarogers]

I’ve also been waiting a long time for one of my orders and it hasn’t even shipped yet!

[ZakiyaBT]

Hi @seanarogers,

We apologize that you may not have heard from us in a while! We are working diligently to get all placed orders filled while prioritizing the safety of our employees. If you placed an order, it will be shipped out and you will hear back from us with any updates when available. 

Best,

Zakiya

[PangZ]

Hi, I also am waiting on an order (and there are no customer service reps available at all, even if I wait. I placed my order April 27th. It says delivery by May 13th. Today is May 12th. My order still says processing? Is there an option to cancel considering how delayed this order is? 

[ZakiyaBT]

Hi @PangZ,

I am sorry to hear that you have not received an update regarding your order. 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. Please provide me with your order number and I will look into this further for you. 

Best,

Zakiya

[ZakiyaBT]

Hi @PangZ,

I will send you a PM for further assistance.

Best,

Zakiya