What is the return and exchange policy for items which triggered an allergic reaction?

The safety and comfort of our customers are our priority. If you have experienced an allergic reaction as a result of using a product, please note that we are here to help. We kindly ask that you follow the below instructions so that your case can be reviewed with ease. 

ONLINE & IN-APP PURCHASE:
Please reach out to our customer service team here and select the concern as “Allergic Reaction to Products”. We will require the item to be returned back to our warehouse, so please do not discard of it. 

IN-STORE PURCHASE:
Please return to your local Sephora store to discuss your case with an in-store representative. We will require the item to be returned in-store, so please do not discard of it. Note that if you are no longer within traveling distance to a store, our customer care team will do their best to assist you. 

THINGS TO NOTE:
As part of our internal verification process, both our in-store and customer care teams will require the following information and supporting documents:

Purchase details: 

• Sephora Store purchased from (for in-store purchases) or the Order Number (for online orders).
• A full-view photo of your store receipt or order confirmation. 

Allergic Reaction: 

• Time and date of the incident:
• Full product name:
• Symptoms experienced:
• Time stamped photograph of the allergic reaction (affected area).
• Time stamped photograph of product (+ barcode and batch code).

If medical attention was required: 

• Copies of doctors notes and/or medical certificates (if any).
• Photo of a valid ID (driver’s license, photo card, or passport). 
• The medical care provider (i.e. name and address of the clinic, name of doctor, etc).
• Your visit (i.e. date and time).
• Your diagnosis:
• Your treatment:
• Whether you have any known allergies:
• Your current condition:

Upon evaluation of the incident, if Sephora is able to confirm an allergic reaction has taken place, we will provide a full refund for the product, either to your original payment method or via credit note (if returned in-store) or online credit voucher (if returned online).

Please be assured that we will only request information that is necessary for our evaluation and any photographic documentation will be permanently destroyed (if sent to our customer care team) within 7 days of your case being marked as closed.