Question 1

Can I cancel or modify my order?

Accepted Answer

Once your order has been placed, you have the option to cancel within 15 minutes either directly from the order confirmation page or from your online account. Your entire order will then be cancelled, as orders cannot be modified once they have been placed. If cancelled, any temporary authorization placed on your card will automatically be reversed. No refund will be necessary as you will not be charged. Additionally, if you had used a promo code during your purchase, you will be able to use it again.To cancel your order please follow the steps below.From the order confirmation page:
After placing your order, you will be redirected to an order confirmation page. On said page you will be able to cancel your order by clicking on “cancel my order”. This will take you to your online account.From your online account:Select Order HistorySelect the order you want to cancelClick on CANCEL MY ORDER below order detailsA popup will appear, select CONFIRM THE CANCELLATIONYou will receive an email confirming the cancellation.If you cannot see the “cancel my order” button, this means your order is already being prepared and can no longer be cancelled.The option to cancel an order is available on web only. If you’d like to cancel an order placed on the Sephora app, please log onto your online account from the Sephora website.The products in your order cannot be changed after your order has been placed. If you wish to update your delivery address or phone number, please contact our Customer Care team directly.Should you need to exchange or return items from your order, please see our return policy.Please note that when you place an online order as a guest user (without signing in or creating an account) you will not be able to cancel your purchase online. Should you need to cancel your order, please contact our Customer Care within 15 minutes.

Question 2

How do I place an order online?

Accepted Answer

Shopping online is easy:Click on the product you want to purchase followed by "Add to Basket". To review the items in your basket, click on the "Basket" link located in the header.If you have an applicable promo code, enter it and click on "Apply". The items in your basket and total price will be updated to reflect the applied code. Please note there is a limit of one code per order.Review your order by looking at your basket. Once you are ready to place your order, click on "Checkout".Log in or create an account. Alternatively, you can choose "CONTINUE AS GUEST". Choose your delivery method and fill in all required information to proceed to next step. Choose your free samples and gift wrapping options, and select your preferred payment method before completing your order. Immediately after you have successfully placed your order, you will see an order confirmation with your order number. Use this order number if you have any questions about the status of your order. You will receive email updates on your order: a confirmation that your order has been received, and a confirmation that your order has shipped. If you choose the "CONTINUE AS GUEST" option at checkout, you will only need to enter essential delivery information to place your order.If you have any questions, concerns or feedback, please contact us at customercare@sephora.ae.

Question 3

Can I have my purchase gift-wrapped?

Accepted Answer

We are happy to offer free gift wrapping for all online orders, simply check the appropriate box during checkout.
You may also choose include a personalized message for your recipient.Please note that products from the same order may not be wrapped individually. Gift wrapping is not provided for oversized items that do not correspond to any available package format.

Question 4

How can I use my promo code?

Accepted Answer

Once you have added products to your basket, you can enter your promo code in the dedicated field and click on "Apply". 
The items in your basket and total price will be updated to reflect the applied code. Please note there is a limit of one code per order.

Question 5

Do I have to sign in or create an account to place an order online?

Accepted Answer

You do not need to sign in or create an account to place an order on the Sephora website. You can choose the “CONTINUE AS GUEST” option at checkout. 
Please note that guest checkout is not available on the Sephora app. The following does not apply for guest checkout: 
• Choosing Click & Collect as a delivery method 
• Earning Beauty Pass points
• Cancelling your order online within 15 minutesIf you do sign up for a Sephora account, you will be able to earn loyalty points with each purchase, keep track of your order history, save your favorite products and much more!

Question 6

Can I have my order delivered to a PO box?

Accepted Answer

No, orders must be sent to a location where someone can be present to receive and sign for it.

Question 7

Can I use my promo code for Click & Collect?

Accepted Answer

You may use any applicable promo code in your basket during the order process. Please keep in mind that some promotions, including gifts with purchase, are only offered online and will not be applicable for Click & Collect.

Question 8

Will I get free samples with Click & Collect?

Accepted Answer

Click & Collect orders are not currently eligible for free samples. You will not be able to select samples at checkout when choosing Click & Collect. Samples in store are subject to availability, please ask your Beauty Advisor when collecting your order.

Question 9

Can I buy online and pick up in a Sephora store?

Accepted Answer

Absolutely! Our Click & Collect delivery method allows you to place an order online and collect in selected stores.Please note that if you choose the "CONTINUE AS GUEST" option at checkout your purchase will not be eligible for Click & Collect.

Question 10

I forgot my password. What do I do?

Accepted Answer

If you've forgotten your password, click on the “Forgot Your Password?” link located below the Sign in. You will be prompted to enter your email address and a link will be sent to you with instructions to create a new password for your account. For any questions or issues please reach out to us at customercare@sephora.ae.

Question 11

How do I change my password?

Accepted Answer

To change your password, log into your account and follow the following steps:In your account menu, select "change my password"Enter your current password, then create and confirm your new passwordSelect "confirm". If you do not remember your current password, it will not be possible to change it in this section. Please log out and instead request to reset your password.

Question 12

How do I create an account?

Accepted Answer

Click on the user icon on top header on our website or open the app.Select "create an account". Tip: Don't forget to check the "I have a Sephora Beauty Pass" option if you are already a part of our loyalty program.Fill out the required details to confirm your account.For any questions or issues please reach out to us at customercare@sephora.ae.

Question 13

Can I save my payment information?

Accepted Answer

Yes, you can save your credit card information to your account by selecting "save this card for my next purchase".
You can manage your payment methods by connecting to your account in the 'Payment Methods' subsection.

Question 14

Which payments methods are accepted online?

Accepted Answer

We currently accept the following payment methods:UAE: Visa, Mastercard, American Express, Apple Pay (app only), Cash on Delivery*KSA: Visa, Mastercard, Mada, Cash on Delivery*Kuwait, Qatar, Bahrain, and Oman: Visa and Mastercard*At this time, cash on delivery is not available for delivery to pickup locations.

Question 15

How do I obtain an invoice?

Accepted Answer

Your invoice will be automatically generated and sent to by email:When your order has been processed and payment confirmed, if paying by credit cardWhen your order has been delivered and payment received, if paying by cash on deliveryYour invoice will also be available to download from your customer account on the website, in the "my orders" subsection.
For any questions on the status of your order please reach out to us at customercare@sephora.ae.

Question 16

When will my card be charged?

Accepted Answer

An authorization will be placed on your card when you successfully place an order online. You may receive a notification from your bank at this time, depending on your communication settings. This charge is temporary and will only be confirmed once your order has been processed by our warehouse. 
Please contact your financial institution for further assistance regarding authorizations and communication settings.

Question 17

I am having trouble paying online with my credit card. What do I do?

Accepted Answer

If you receive an error message related to credit card authorization failure, double check that the billing address on the credit card matches your account billing address, try re-entering your CVN or security code, and be sure that the card is current and valid.Please note that some financial institutions require customers to activate their card for online shopping, and they may set a daily limit.Please reach out to us at customercare@sephora.ae or contact your financial institution for further assistance.

Question 18

How do I get my free samples?

Accepted Answer

With every online order you have the opportunity to select up to 3 (three) free samples of your choice at checkout. After you have selected your samples, they will be automatically added to your basket (subject to stock availability).Quantities are limited and the selection changes often. If your order is not completed during this visit, the samples will be removed from your basket and may no longer be available when you checkout later.Only one of each sample can be added per order. Samples are available within the limit of our stocks, substitutions may occur.
Due to the limited nature of these free samples, we do not replace samples for any reason, including if they arrive damaged.Samples are shipped with merchandise purchases only.At this time, free samples are not available for delivery to Qatar.

Question 19

Can I purchase online without creating an online account if I already have a Sephora Beauty Pass?

Accepted Answer

You can shop on the Sephora website without having to create an account. However if you do have a Sephora Beauty Pass and you would like to earn points from your purchase then you will have to create an online account. If you already have a Beauty Pass, simply select "I have a Beauty Pass" when creating your online account and enter the phone number and email you used in store. You'll then be able to shop and continue earning points!

Question 20

Can I pay with the Sephora Gift Card online?

Accepted Answer

At the moment, Sephora Gift Card can be used for payment in store only. It cannot be used for online payment.

Question 21

How can I get the Gift Card on the Sephora website?

Accepted Answer

Sephora Gift Cards are an excellent choice, however they are only sold and used in Store.

Question 22

How to find a product online?

Accepted Answer

Use the search bar at the top of the Sephora website or app to type in a keyword or the name of the product you want.
If you do not know the name of the product, you may also search by brand or category.
Sephora also recommends items to complete your look at the bottom of product pages!

Question 23

I already have a Sephora Beauty Pass, I wish to create an online account. What do I do?

Accepted Answer

If you have a Beauty Pass, simply tick the "I have a Sephora Beauty Pass" option when creating your online Sephora account. You will be asked to enter the email address and phone number linked to your Beauty Pass.
Already have an online Sephora account? Link your Beauty Pass at any time from your account by clicking on "I have a Sephora Beauty Pass".For any questions please reach out to us at customercare@sephora.ae.

Question 24

What should I do if my order has not arrived?

Accepted Answer

In the event your order is not delivered within the timeframe communicated on your order confirmation, please contact our team at customercare@sephora.ae.We will get you in touch with our delivery partner on your behalf.

Question 25

How can I track my order?

Accepted Answer

Once your order has been prepared, you will receive a shipping confirmation email with a dedicated link to track your order in real time.
You can also track the progress of your order anytime in the "My Orders" section of your account.

Question 26

Where can I find my order number?

Accepted Answer

Your order number is created after you've successfully submitted your order online.
This will be displayed on the order confirmation page, and featured in all emails received thereafter.
You can also check your order number directly in your customer account.

Question 27

Is my order confirmed?

Accepted Answer

After placing your order, a new page will show your order number.
You will receive a follow-up email to confirm your order has been successfully placed.Once your order has been prepared, you will receive a shipping confirmation email with a dedicated link to track your order in real time.You can also track the progress of your order anytime in the My Orders section of your account.

Question 28

Where is my order?

Accepted Answer

Impatient to receive your new order? Good news! You will receive email updates as the status of your order progresses.
You can also track the progress of your order anytime in the My Orders section of your account. 
Once your order has shipped, a dedicated tracking link will become available to track the status of delivery in real time.

Question 29

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 30

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 31

Can I exchange  a product that was delivered to Bahrain/Oman / Qatar/ Kuwait ?

Accepted Answer

At this time we are unable to provide exchanges to products delivered outside UAE and KSA. Please contact Customer Service by email at customercare@sephora.ae to initiate a return.

Question 32

Are delivery charges refundable?

Accepted Answer

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

Question 33

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 34

How are Cash on Delivery orders refunded?

Accepted Answer

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

Frequently Asked Questions