customer service help
Orders & Returns
My Account Help
Beauty Advice & Offers
Play! By Sephora
Tracking An Order
You can track the status of your order online at Sephora. Click on My Account and sign in to check the status of your most recent order and your order history. 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 2 - 3 business days from the time your order has been shipped.
Order Submitted - "Pending Review"
Prior to sending the order to the warehouse for fulfillment and processing, your order needs to be authorized for payment. For your own protection, our Web site performs additional security checks on some orders. Our customer service team may need to contact you regarding special orders or large dollar value orders. This may delay your order processing time by one business day.
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 - "Sent to Warehouse"
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 "Sent to Warehouse." Please allow 1 - 2 business days for the order to be processed and prepared for shipment. Once the order enters the "Sent to Warehouse" status, no changes, or cancellations of your order can be made.
Order Delivery - "Shipped and Paid"
Once your order has left our warehouse, the order status will appear as "Shipped and Paid."
Order Returned - "Returned" or "Partial Return"
It takes up to 30 days to process the return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned" or "Partial Returned." We will notify you via e-mail 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 has been submitted successfully, the order will be in a "Placed" status. Your order is then "Sent to Warehouse," entering the shipping process almost immediately. The only time that you can cancel or modify your order is during "Placed" status. Once your order enters the shipping process by being "sent to the warehouse", no further changes can be made. You must call a Customer Service Representative to make any changes to your order when it is in "Placed" status. Click here for Customer Service contact information.
If the order has been "Sent to Warehouse," we are unable to cancel or modify your order. You can return your items free of charge for a credit to your account.
Ordering by Phone & Catalog Orders
You can order any of our online or catalog products by calling our Customer Service Representatives or Beauty Advisors. Click here for Customer Service contact information.