Returns & Refunds Policy

What is the return process?

How do I return an online purchase?
To start a return for an online purchase, please contact our Customer Service here and include the following details in your enquiry: 

• Order Number
• Name of the Item
• Reason for return
• Item Photo

Our team will guide you on the next steps depending on the nature of your return.

Am I able to return an online purchase in-store?
Yes. Depending on the reason, you may return for a refund or gift card. For more information, please refer to the table below:

*Proof of purchase= original receipt, bank statement, order history via Beauty Pass account on App

Am I able to return an in-store purchase online?
Unfortunately, all in-store purchases will need to be returned in-store. We apologise for the inconvenience caused! 

Am I able to return an item bought from Sephora in another country? 
All returns for international purchases are currently not available. 

You might also want to read: 
What is the return and exchange policy?
What do I do if I had an allergic reaction?
What if my parcel contains damaged, incorrect, or missing items?

What is the return and exchange policy for change of mind?

Sephora allows for returns and exchanges if you’ve changed your mind about a product. This applies to online and in-store returns. 

All returns and exchanges due to change of mind are subject to a 30-day return and exchange policy upon receipt of order, subject to the following terms and conditions:

• Item must be in its original purchase condition – packaging must be unopened, unused, unmarked and not defaced in any manner.
• Items purchased as part of a set or a multi-item pack must be returned as a whole set.
• This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.
• For online orders, shipping costs associated with the return of the product will not be covered by Sephora.
• Your rights under any applicable consumer law are additional to and not affected by Sephora’s return and exchange policy above.

Met all the requirements? You can contact our Customer Service Team here. Select your issue as ‘Returns / Exchanges’ and provide your order number and the name of the item(s) you wish to return. 

Also see: 
What is the return process?
What do I do if I had an allergic reaction?

What if my item was missing, incorrect, damaged, or faulty?

We’re sorry you received a parcel with damaged, incorrect, or missing items/rewards! Let us know by contacting our Customer Service Team so that we can make things better. Fill up our webform here and select the issue as ‘Missing Item’, ‘Wrong Item’, or ‘Damaged / Expired Item’.

Please also include the following details in your form:
– Image of the Item/Parcel(s) received
– Name of Item
– Order Number

Please do not dispose of or throw away any of the items you’re writing in about! Sephora may arrange to collect the product.

Also relevant: What is the return process?

What do I do if I had an allergic reaction?

If you’ve experienced an allergic reaction to one of our products, please get in touch with our Customer Service Team who can help you with here

Your input will help us communicate to the brand involved and find an appropriate solution! In your message to our Customer Service Team, please include:
– Your order number/ name of the store the item was purchased from;
– The full name of the product that caused an allergic reaction; and
– A detailed description of the symptoms experienced

Our Customer Service Team may also ask for:
– A full view photo of your store recepit (if applicable);
– Photos of the product; and
– Photos of the affected area

Since different skin types and conditions may react differently to a particular product, we always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients.