Question 1

What happens if I don't pick up my Click & Collect order?

Accepted Answer

If you don't pick up your Click & Collect order within 5 days, your order will be cancelled and refunded automatically.

Question 2

How do I cancel or modify an appointment?

Accepted Answer

If you have already booked an appointment with our Beauty experts and you would like to cancel or reschedule, we recommend visiting the store and discussing directly with our team.

Question 3

What happens if I am not home when my order is delivered?

Accepted Answer

We will attempt to deliver your order up to 3 times. If you are unavailable, your order will be returned to our warehouse and you will be refunded.

Question 4

What happens to my points when my order is cancelled or returned?

Accepted Answer

Earned points will be deducted from your account in case of cancellations or returns.

Question 5

My order has been cancelled due to the unavailability of a product. Have I been charged?

Accepted Answer

Don't worry, the charges placed on your account are temporary authorizations. We only process payment once your order is shipped. 
If your order has been cancelled, this temporary authorization will be voided automatically. For any issues or questions please contact your bank directly.We cannot process partial orders at this time, so your order will be cancelled if any items are unavailable. Please place a new order if you would like to receive the items available for purchase. If you face any difficulties, don't hesitate to contact our Customer Care team who will gladly take you through the re-order process.

Question 6

What do I do if I receive the wrong item, a damaged/defective item or have a problem with an item ordered?

Accepted Answer

We are committed to providing you with a seamless shopping experience. If you receive a wrong item, a damaged / defective item, or are missing an ordered item, please contact us at customercare@sephora.ae.Don't forget to send a picture of the item and order details - this will help us solve your problem as efficiently as possible!We will make every effort to dispatch replacement item when possible (UAE/KSA only), or provide a refund.Refunds will be processed either on original card used when placing your order or via online store credit. 
For refunds issued on original card used for payment, please allow for up to 14 days for amount to show on your statement due to varying processing times between card issuers. Store credits will be automatically applied to your next online purchase, they are valid one year.The following applies to all type of deliveries: missing, wrong or damaged item(s) should be reported by the customer as soon as possible to the Customer Service, within fourteen (14) days after the delivery date.

Question 7

How do I return a product delivered to Kuwait, Qatar, Bahrain, or Oman?

Accepted Answer

To return a product delivered to Kuwait, Qatar, Bahrain, or Oman please contact our Customer Service at customercare@sephora.ae with the following information: The list of items you wish to returnThe return addressThe return contact name and phone numberOnce this information is received and you have confirmed the items to be returned meet our return policy conditions, we will initiate the return by creating a reverse shipment on your behalf and sending you a return Airway Bill by email. You will need to print 2 copies of this return Airway Bill and prepare the return parcel, making sure items are packed properly.To finalize your return, schedule a complimentary pickup with our partner DHL either online or by phone.Please allow up to 7 days for your parcel to be returned to our warehouse. Once the items returned have been checked and approved, we will initiate the refund on the original card used for the purchase and confirm by email. Please note that It may take up to 14 days for the amount to show on your statement due to varying processing times between card issuers. Beauty products purchased through our click and collect delivery method must be returned in store.We accept returns of product(s) if they are in the same condition as received, in good condition and in their original box and packaging.We will not accept any returns for products if the original packaging has been opened or tampered with. Returns that are damaged or soiled may not be accepted. Items that are damaged as a result of normal wear and tear are not considered to be damaged or defective.

Question 8

Are delivery charges refundable?

Accepted Answer

Original shipping and handling costs are non-refundable unless the products you received are damaged or defective.

Question 9

How do I return my Click & Collect order?

Accepted Answer

Returns for Click & Collect orders can be made in store of your choice within 14 days of collection if the product is purchased at full price, or 3 days if the product is purchased on sale. Please have your invoice with you when you visit the store.

Question 10

How can I return a product in store?

Accepted Answer

Our in return & exchange policy is as follows:
The exchange or return process can be made for products purchased from any Sephora store only in the country in which the purchase was made and the original invoice must be provided.
Products can be returned and exchanged within 14 days from date of purchase.
Sale and discounted products can be exchanged or returned within 3 days from date of purchase,
To return the products purchased upon availing a full make-up service, the makeup service fee should be fully paid, and the returned products must be in accordance with the terms and conditions.
The products to be exchanged or returned must be unused, unopened, and in their original packaging and packed as they were bought from the store to be able to be resold.
No exchange or return for personalized items or products.
Retail sales are only for personal use and the buyer is legally responsible for any resale attempt for commercial purpose.

Question 11

What should I do if have lost my invoice/receipt?

Accepted Answer

Contact Customer Care team via email (customercare@sephora.ae) to retrieve your invoice for any in-store purchase. Please provide the below information to retrieve your receipt:
Your full name 
Your phone number
The day of purchase 
The purchase amount
Store Name
Upon receiving your email, our Customer Care team will get back to you in a maximum of 7 days with the required document.

Question 12

How will I be refunded for items purchased via gift card?

Accepted Answer

Any refund or exchange of goods purchased with a Sephora Gift Card shall be made as per the return and exchange policy. Refunds will be issued on a new Sephora Gift Card for the value of the returned item. The card will be valid from the new date of upload.

Question 13

Can engraved products be returned?

Accepted Answer

Unfortunately, engraved products cannot be returned.

Question 14

What is your return policy?

Accepted Answer

Thank you for shopping at Sephora, we hope you enjoyed your experience!Our return policy differs by country:UAE & KSA:The products you purchased online can be exchanged or returned at any Sephora store in UAE or KSA. Please make sure to bring your invoice (received by email or available to download from your online account), and a Sephora staff member will assist with processing your return or exchange in-store.Kuwait, Qatar, Bahrain, and Oman:To return a product delivered to Kuwait, Qatar, Bahrain or Oman please contact our Customer Service at customercare@sephora.ae. Click here for more details: How do I return a product delivered to Kuwait, Qatar, Bahrain, or Oman? In-store returns will not be accepted.LocationStandard Return TimelineReturn Timeline During Sale or Promotion PeriodUAE14 days3 daysKSA14 days3 daysKuwait15 days3 daysQatar14 days3 daysOman 15 days3 daysBahrain14 days3 days*Timelines are calculated from date of delivery. Beauty products purchased through our click and collect delivery method must be returned in store. All products must be returned to us, unused and with all Sephora tags, if any, still attached and in the same condition as received, in good condition and in their original box and packaging, along with the original invoice. We will not accept any returns for products if the original packaging has been opened or tampered with. Returns that are damaged or soiled may not be accepted. Original shipping and handling costs are non-refundable unless the items are defective or damaged.

Question 15

How are Cash on Delivery orders refunded?

Accepted Answer

Cash on Delivery orders are refunded at the store in cash only.

Question 16

What happens if I am not home when my order is delivered?

Accepted Answer

We will attempt to deliver your order up to 3 times. If you are unavailable, your order will be returned to our warehouse and you will be refunded.

Question 17

What happens to my points when my order is cancelled or returned?

Accepted Answer

Earned points will be deducted from your account in case of cancellations or returns.

Frequently Asked Questions

What happens if I don't pick up my Click & Collect order?

How do I cancel or modify an appointment?

What happens if I am not home when my order is delivered?

What happens to my points when my order is cancelled or returned?

My order has been cancelled due to the unavailability of a product. Have I been charged?

What do I do if I receive the wrong item, a damaged/defective item or have a problem with an item ordered?

How do I return a product delivered to Kuwait, Qatar, Bahrain, or Oman?

Are delivery charges refundable?

How do I return my Click & Collect order?

How can I return a product in store?

What should I do if have lost my invoice/receipt?

How will I be refunded for items purchased via gift card?

Can engraved products be returned?

What is your return policy?

How are Cash on Delivery orders refunded?

What happens if I am not home when my order is delivered?

What happens to my points when my order is cancelled or returned?