Beauty Services FAQs

Beauty Services FAQs

Beauty Service Booking Questions About Beauty Services Hygiene & Safety Questions Payment Questions Beauty Insider and Service Questions

Beauty Service Booking Questions

1. Do all stores offer services?

  • Beauty services are available in most stores in accordance with state and local ordinances. Please check for availability in your store.

  • Please see our updated hygiene standards below under “Hygiene & Safety Questions”.

  • We regret that beauty services are not available at Sephora at Kohl's locations.

2. Do I need an appointment?

  • To ensure that you receive an appointment on your desired day and time, appointments are strongly encouraged. In accordance with local and state ordinances select stores accept walk-ins.

3. How do I book an appointment?

  • The best way to book an appointment is by visiting or within the Sephora app (by selecting the Stores tab). Additionally, you may call or visit the store to schedule.

  • Our online booking opens 30 days in advance. If you need an appointment outside of that window, please contact your store directly to inquire.

4. Can I request a specific artist or Beauty Advisor?

  • You may choose to select a specific artist using the book by artist feature when booking online or within the Sephora app.

5. What is your cancellation policy?

  • We understand that plans change! If you need to cancel, please do so at least 24 hours in advance so that we may open up the time for another client. You may be charged a fee (1/3 of the service fee) if you cancel within 24 hours of your service or do not show up without canceling.

6. How do I cancel or modify an appointment?

  • You may cancel or modify your appointment through, the Sephora app, by calling the store, or via text message if you opted in for appointment text reminders.

  • On or in the Sephora app, you will find your reservation details in your Beauty Insider account. Select Reservations > select the appointment you want to cancel or modify > select Cancel or Reschedule.

  • If you opted in for text message reminders, you will receive a text message confirming your appointment upon booking and a reminder 24 hours before your appointment. To cancel, reply 2.

7. Can I change or upgrade my service once I get to the store?

  • If we have availability, absolutely! Please discuss with your Beauty Advisor in store at the start of your service.

8. What if I am late for my appointment?

  • We will hold appointment times for 15 minutes. If you are running late, please call the store to let them know.

  • Please note that the end of your appointment time remains the same and the Beauty Advisor will do as much as they can in the remaining allotted time.

9. Can I book for a group?

  • If booking for a group online, you will need to book each person as an individual appointment. You may also call the store to book for you.

About Beauty Services

10. What services do you offer?

  • We offer a variety of beauty services in our stores. Our menu varies by location. Please visit to see what’s available in your local store.

11. How should I prepare for my appointment?

  • For makeup services, think about what type of look you want to achieve and/or the color palette, brands or products you want your Beauty Advisor to use. You may bring inspiration photos to your appointment.

  • For skincare services, think about your skincare goals and what you want to focus on during your appointment.

  • For Waxing services, you can also provide a photo of your preferred brow shape.

  • For all services, arriving with a clean face (no makeup) is preferred but not required.

12. What age do I need to be to receive a beauty service?

  • Clients who are under 12 years old cannot receive waxing services. There are no age limits receiving Makeup and Skincare services.

13. How will I connect for my Virtual Consultation Service?

  • A Zoom link will be sent to you in your confirmation email.

14. Who will do my service?

  • All of our services are performed by specially trained Beauty Advisors.

  • For Makeup services, our Makeup Artists also hold a cosmetology or esthetician license, if required by the state in which they practice.

  • For Skincare and Waxing services, all of our Beauty Advisors hold either a cosmetology or esthetician license, based on the state in which they practice.

15. What do I do when I arrive for my service?

  • When you arrive in the store, head to the Beauty or Skincare Studio area to check in or ask any Beauty Advisor.

  • Prior to beginning your service, the Beauty Advisor will take you through a pre-screening safety questionnaire.

  • You will be asked to review and sign a digital waiver (legal guardian must complete waiver on behalf of a minor).

16. What do I do if I am unhappy with my service/look?

  • If you are unsatisfied with your service, we want to know! If you are in the store, ask for a manager. They can help address your concerns in the moment.

  • If you have left the store already, please reach out to our client service department at 1-877-737-4627 as soon as possible.

Hygiene & Safety Questions

17. What hygiene standards and safety regulations are in place for services?

  • The health and safety of our clients and Beauty Advisors is our highest priority. Our services hygiene and safety standards were developed based on guidance from federal, state and local authorities and include the following:

    • Health and safety prescreen questions for Beauty Advisors and clients before the service begins, as guided by local ordinance.

    • Personal Protective Equipment including gloves and face mask where required by local ordinance will be worn by Beauty Advisors during all services.

    • Both Beauty Advisors and clients are required to sanitize their hands before each service begins using hand sanitizer.

    • All Studio surfaces, including chairs, are disinfected before and after each service with every other chair removed for proper distancing.

    • Makeup brushes and any other devices used during a service are thoroughly sanitized after each use.

    • During all Wax Service, we ensure that our disposable spatulas are dipped in the wax one time only.

    • During Perk by HydraFacial Services single-use treatment serums are used.

18. How do you sanitize your makeup brushes and tools?

  • Sephora will always adhere to State Board requirements. In addition to these requirements, Beauty Advisors follow a three-step sanitization process for makeup brushes that includes a deep cleanse with soap and water in a makeup brush cleaning machine, and disinfection under UV light.

19. Can I bring my own brushes, tools or product?

  • To reduce the risk of outside contamination, Beauty Advisors are not permitted to use any brushes, tools or products brought into the store by a client.

  • However, clients may purchase their own brushes, tools or products to be used during the service.

20. When should I not receive a service?

  • You should not receive a service if you are showing cold or flu-like symptoms, including cough, shortness of breath or difficulty breathing, fatigue, muscle or body aches, headache, new loss of taste or smell, sore throat, congestion or runny nose, nausea or vomiting, diarrhea, swollen lymph nodes, exhaustion, any other contagious illness symptoms including skin rash or scabbing, or a high temperature or if you have been exposed to someone with cold or flu like symptoms in the last 5 days.

  • You may consider not receiving a service if you are part of a high-risk or vulnerable population per the CDC.

  • Specifically for Waxing Services, you should inform your Beauty Advisor of any conditions, medications, allergies, contraindications, procedures or sensitivities that may affect the administration of your service or your body’s reaction to the service, including but not limited to if you are currently using Retin A, Retinol, Vitamin A, Antibiotics, Benzoyl Peroxide, or blood pressure medication; if you have received any kind of peel or microdermabrasion within the past month; if you have used Accutane or had eye surgery within the last 6 months; and if you have Rosacea or Eczema.

  • Specifically for Perk by Hydrafacial Services, you should inform your Beauty Advisor of any conditions, medications, allergies, contraindications, procedures or sensitivities that may affect the administration of your service or your body’s reaction to the service, including but not limited to, Accutane or similar (in past year), cracked or broken skin, open lesions, active sunburn on or near treatment areas, injections (in past 10 days), pregnant or breastfeeding, shellfish allergy (patch test recommended), autoimmune diseases, Melanoma (or lesions suspected of malignancy).

Payment Questions

21. When do I pay for the service?

  • For in-store services, payment is taken in store upon completion of the service.

  • For Virtual Services, payment is taken at time of completion with the method of payment used to book the appointment.

  • For services that require a minimum product purchase, you must purchase the designated amount of product in that store on the day of the service.

  • Check to determine service price.

22. What is your refund policy?

  • We do not offer refunds on services already rendered, but if you are unhappy for any reason, please contact our client service department at 1-877-737-4627 or via email at

Beauty Insider and Service Questions

23. Do I earn Beauty Insider points on services?

  • Yes! You will earn points on the service fee and on any products purchased. For minimum purchase services, you will earn points on any product purchased.

24. I am a Rouge client – do I get free makeovers?

  • Effective January 1, 2021, Rouge members no longer receive complimentary Makeup Deluxe: The Full-Face Makeover services. Please see Beauty Insider Terms & Conditions for the most up-to-date overview of benefits.

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