Sephora allows for returns and exchanges if you've changed your mind about a product. All returns and exchanges due to change of mind are subject to a 30-day return and exchange window upon receipt of order, subject to the following terms and conditions:
- Item must be in its original purchase condition, with packaging unopened, unused, unmarked and not defaced in any manner.
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
Please note that this return policy does not apply to items that have been stated as non-exchangeable or non-returnable. For online orders, shipping costs associated with the return of the product will not be covered by Sephora.
For all exceptional return circumstances, please review the below tables for Online, In-app and In-store purchases.
ONLINE & IN-APP PURCHASE | |||
Returns Reason | Return Location | Refund | Credit |
My Item arrived Damaged/Faulty | Online or In-store | YES | YES |
*I’ve sampled the product and have changed my mind | Online or In-store | NO | NO |
My product is unopened and unused but I’ve changed my mind | Online or In-store | YES | YES |
I have received the wrong item | Online only | YES | YES |
I’ve tried the product and experienced an allergic reaction | Online or In-store | YES | YES |
One of the items I ordered was missing | Online only | YES | YES |
**I would like to return my item but I do not have any proof of purchase | Online or In-store | NO | NO |
IN-STORE PURCHASE | |||
Returns Reason | Return Location | Refund | Credit |
My Item is Damaged/Faulty | In-store | YES | YES |
*I’ve sampled the product and have changed my mind | In-store | NO | NO |
My product is unopened and unused but I’ve changed my mind | In-store | YES | YES |
I have purchased the wrong item | In-store | YES | YES |
I’ve tried the product and experienced an allergic reaction | In-store | YES | YES |
One of the items I purchased is missing | In-store | YES | YES |
**I would like to return my item but I do not have any proof of purchase | In-store | NO | NO |
*Please note that as of 6th May 2024, the Sephora New Zealand returns policy was updated.
**Proof of purchase = original receipt, bank statement, order history via Beauty Pass account on App
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