Billing & Orders
How can I find the status of my order?
You can find the status of a particular order and view your order history on the order status tracking page.
Credit Card Trouble
I am having trouble with my credit card information for my online order.
If you receive an error message related to credit card authorization failure, double check that the billing address on the credit card and matches your account billing address, try re-entering your CVN or security code, and be sure that the card is current and valid. After validating the information you've entered and an error message is received a second attempt, call 1-877-SEPHORA or contact your financial institution for further assistance.
Out of Stock Products
How do I know when an item will be restocked online or stocked in stores?
Some pages have an "email me" feature that lets us notify you when your product is back! If the product says "coming soon" or "temporarily out of stock," come visit us again.
What happens to my order if an item is out of stock after my order has been placed?
If an item in your order is out of stock after your order has been placed, the out of stock item will be cancelled from your order and you will receive notification via email. All in stock items in your order will be shipped to you. If the initial order you placed met the $50 minimum free shipping threshold but part of your order was cancelled 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 me when in stock” alert. Orders that contain out of stock items will be partially cancelled for U.S. Sephora.com orders only.
Partially Cancelled Orders
What happens to my Beauty Insider points if part of my order is cancelled?
Beauty Insider Points are awarded for all merchandise that is purchased. If an item is cancelled from your order, you will not receive Beauty Insider points for that item.
What happens to my Beauty Insider Reward if part of my order or entire order is cancelled?
Beauty Insider Rewards are shipped with merchandise orders. If the item that is cancelled from your order drops your Beauty Bank below the required points to redeem the reward, you will still receive the reward as long as other merchandise is being shipped. Points will be deducted from your Beauty Bank account for the reward. It is possible your Beauty Bank could have a negative balance if you do not have enough points in your account because of the item cancellation. If your entire order is cancelled, the Beauty Insider Reward will not ship because a merchandise purchase is required.
What happens to my samples, sample bag or other promotional items if part of my order or entire order is cancelled?
Samples, Sample Bags and all other promotional items are shipped with merchandise orders only. If part of your order is cancelled, the Samples, Sample Bag and/or other promotional items in your order will ship with your merchandise order. If your entire order is cancelled, the Samples, Sample Bag and other promotional items will not ship because a merchandise purchase is required.
What happens to my shipping fee if part of my order is cancelled?
If you met the $50 minimum free shipping threshold when your order was placed but part of your order was cancelled by Sephora, the order will still ship for free.