Holiday Season FAQ
Sephora Beauty Pass
- I have questions redeeming my Beauty Pass Rewards.
- I signed up as a Beauty Pass Member in one of the Sephora stores. Do I need to sign up online again?
- I signed up as a Beauty Pass Member in one of the Sephora stores. How can I activate my Beauty Pass Membership online?
- I forgot to flash my virtual Beauty Pass Card in store. How do I get the points from that purchase credited to my account?
- Can I earn points when I shop overseas?
- What is Sephora Beauty Passport?
Orders
- How do I place an order?
- Where is my order confirmation number?
- How do I know if my order went through?
- Why does my order status show 'Payment Pending'?
- Can I make changes to or cancel my order once it's been placed?
- I am having issues using the coupon/voucher code
Delivery
- What are your delivery options and how much is shipping?
- How can I track my order?
- Am I able to choose what time my parcel gets delivered?
- My order’s taking too long to reach me. Can I cancel it?
- What is Collection Point and how does it work?
- Do you process orders during Public Holidays?
Click and Collect
- How do I place a click and collect order?
- Is click and collect available at all stores?
- Are all products available for click & collect?
- Will I receive samples with my click & collect order?
- Can I add gift with purchase’s to my click and collect order?
- Can I redeem my beauty pass benefits with click & collect?
Refunds, Returns and Exchange
- What is the return and exchange policy for change of mind?
- What is the return and exchange policy for items which triggered an allergic reaction?
- What is the return process?
- How long will my return take?
- Who will cover the cost of my return?
- What if my item was missing, incorrect, damaged, or faulty?
Payment
- How can a customer pay with Klarna in-store?
- What kind of payment method may I use at sephora.com.au?
- What if my payment has failed?
- Can I use my Ultimate For Her and Ultimate Spa and Beauty Gift Cards at Sephora?
- What is Afterpay?
- Who can use Afterpay?
Terracycle
- How can I recycle my beauty products?
- How do I earn Beauty Pass Points for my recycled empty beauty products?
- Where do I go to return my empty beauty products in-store?
- What can I return to a Sephora x TerraCycle Beauty Waste Bin?
- What can’t I put in a Sephora x TerraCycle Beauty Waste Bin?
- What happens to my items once I hand them in to any Sephora Store?
Clean at Sephora
- Why is the "Clean at Sephora" programme undergoing changes?
- What are the benefits of the new seals in the "Clean at Sephora" programme?
- Who is the team Sephora partnered with to define the seals?
- How are the new seals different from the old versions?
- What are the changes being made to the "Clean at Sephora" programme?
- How do the new seals differ from the previous "Good For" seal seen in Sephora stores in Europe and "Planet Positive" seal seen in Sephora stores located in the US, South East Asia and Oceania?
Beauty Services
- Do I need an appointment?
- How do I book an appointment?
- Why do I need to be a member to book an appointment?
- What is your cancellation policy?
- How do I cancel or modify an appointment?
- Can I change or upgrade my service once I get to the store?
Stores
- What are Focus Feature Services?
- Are false eyelashes included in Beauty Services?
- How do I amend my booking?
- How do I know if the booking I made is successful?
- How do I book for a Beauty Service?
- Are there any ongoing events in your store?
Others
- Everything you need to know about Sephora Gift Cards
- I am using Apple's email services, why am I not receiving emails from Sephora?
- I have been contacted from a Sephora email, is it legitimate?
- Can I get a list of ingredients for a product?
- Can you notify me when an out of stock product is back in stock?
- Can I request or suggest a product or brand?