Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked 
questions about our company, products/services, policies, and more

1. General Questions

2. Products/Services Questions

3. Account Questions

4. Technical Questions

5. Contact Questions

1. General Questions

What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.

2. Returns and Exchanges

Returns Policy
If you are not completely satisfied with a Sephora purchase or gift for any reason, Sephora welcomes you to return new or gently used products for a full refund to your original method of payment if returned within 30 days of purchase, in most cases. Returns that are made from 31-60 days after purchase are eligible for online credit (if returned to us by mail) or store credit (if returned in-store). In order to complete the return, you must have a proof of purchase.
Please review our return, refund, and exchange policies below for purchases made on Sephora.com, purchases of Sephora items on third-party marketplaces (including, but not limited to, Instagram, Google, YouTube and Facebook), purchases made in Sephora stores and Instacart, Doordash or Shipt orders. Products must be returned in new or gently used condition. Sephora monitors return activity for abuse and reserves the right to limit returns or exchanges at Sephora in all instances. Beauty Insider points and spend associated with all refunds will be removed when the transaction is processed. All returns are subject to validation and approval at Sephora’s discretion. If a return is not approved by Sephora for any reason, the item may not be returned to you. We may ask you for a driver’s license or government ID to verify your identity.

3. Happy cards

Happy Cards are a type of prepaid card with multiple categories. These prepaid cards give customers more choice and flexibility with no fee.

We have partnered with Happy Cards, and is featured on the Happy Teen, Happy Lady, and Happy Her prepaid cards. These prepaid cards are redeemable at all Sephora locations in the US and online.
How to Use Online and Check the Balance:
To make an online purchase:
  1. Select CREDIT as the payment method.
  2. Enter the 16-Digit Card number located on the back of the Happy Card in the credit card field. Do not enter the 16-Digit Card number into the gift card field.
  3. If prompted for a billing address, enter your shipping address.
  4. If the purchase is larger than the balance, you will need to use a Gift Card or eGift Card to pay the remaining balance. You can then use the Happy Card in the Credit Card section of payment method and a Gift Card in the Gift Card section of payment method

1. Finding Products

Search for Products
Know exactly what you want? Or perhaps you're just searching for a matte lipstick? Use our comprehensive Search box located in the upper left corner of our site to find the exact product you need, or browse through the results that fit your criteria. You can enter a product number or even a partial description of the product. You can be as broad as "red lipstick" or as specific as "dry skin moisturizer."
Search for Brands
Looking for that hot new brand? The quickest way to find your favorite brands is by using our Complete Brand List. The Complete Brand List is located by clicking the Brands tab located at the top of every page. Click Brands A-Z to see a complete list of brands. Every brand is listed alphabetically. Please note that Sephora stores may carry brands that are not carried online.
Search for Gifts
Searching for that perfect gift? Trying to stay within a budget? Browse our Gifts section to view the newest gift sets and selections for the season.
Product Information
After you have found the perfect product, you can read the benefits and usage tips on each product detail page. The information is located beneath the product details. All the available colors, formulations, and sizes are listed below the detail text.
Product Ingredients
To view the ingredients of any particular product, just click "Details" underneath the product details and click on the tab that says “Ingredients” to view the full list of ingredients.
Product Availability & Out of Stock Products
Sephora carries thousands of products and hundreds of brands. Occasionally, an item may be temporarily out of stock. Our stock is replenished on a weekly and sometimes a daily basis depending on the particular item and brand. Some pages have an "email me" feature that notifies when the product is back. If the product says, "coming soon" or "temporarily out of stock," come visit us again.

2. Beauty services

What is the Beauty Insider Program?
The Beauty Insider Program is our free rewards program in the United States and Canada that lets you earn points on all your merchandise purchases and redeem those points for rewards ("Rewards").
How do I earn Beauty Insider points?
For every U.S. or Canadian dollar you spend (as applicable based on country of purchase) on Sephora merchandise online at www.sephora.com or www.sephora.ca, in Sephora retail stores, in Sephora at Kohl's stores (U.S. only), www.kohls.com, Instacart, Instagram Checkout, Facebook Checkout, and YouTube Shopping (Sephora merchandise only), Insiders, VIB and Rouge receive 1 Beauty Insider point when you provide or check out with the email address that is registered to your Beauty Insider account. We may offer bonus points events from time to time and in that circumstance the bonus points offer would apply. Separate terms and conditions will apply to each bonus points offer.
How do I achieve VIB Status?
To achieve Very Important Beauty Insider status, spend $350 in a calendar year on Sephora merchandise purchased online at www.sephora.com or www.sephora.ca, in Sephora retail stores, in Sephora at Kohl’s stores (U.S. only), www.kohls.com, Instacart, Instagram Checkout, Facebook Checkout, and YouTube Shopping. Visit the Terms and Conditions page to view full program rules.
Where can I go to find all of my Beauty Insider account information?
Your Beauty Insider page is your destination for everything Beauty Insider related. You can view your year-to-date activity and your current points balance, redeem points for Rewards and gifts and learn about your Beauty Insider benefits. To access this page, simply log in to your Beauty Insider account.

Account registration, sign in, password & linked accounts

Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Viewing Your Linked Accounts
If you’ve linked your Beauty Insider and Kohl’s accounts on kohls.com you will be able to see your linked account status on the Account Information page. You can also unlink your Kohl’s account by clicking Unlink.

Order status & history

Tracking an Order
You can track the status of your order online at Sephora.com. Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1 - 3 business days from the time your order has shipped.
Order Statuses:
Order Submitted - "Placed" Once you have placed your order on Sephora and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.

Canceling or Modifying an Order

Before you place your order, you can view the contents and the total amount in your shopping basket. Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.

Partially Canceled Orders

If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If the initial order you placed met the $50 minimum free shipping threshold, but part of your order was canceled by Sephora, the order will still ship for free. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the "Email when in stock" alert. Orders that contain out of stock items will be partially canceled for U.S. and Canada Sephora.com orders only.

Call us

1-877- Ecomposer (1-877-737-4672) (U.S. or Canada) 
Hearing impaired/TTY 1-888-866-9845
Representatives or Beauty Advisors are available: 
MON-FRI: 5am to 9pm PT 
SAT-SUN: 6am to 9pm PT

Chat with us

Representatives and Beauty Advisors are available: MON-SUN: 5am - 9pm PT