Holiday Season FAQ
Sephora Beauty Pass
- I have questions redeeming my Beauty Pass Rewards.
- I signed up as a Beauty Pass Member in one of the Sephora stores. Do I need to sign up online again?
- I signed up as a Beauty Pass Member in one of the Sephora stores. How can I activate my Beauty Pass Membership online?
- I forgot to flash my virtual Beauty Pass Card in store. How do I get the points from that purchase credited to my account?
- Can I earn points when I shop overseas?
- What is Sephora Beauty Passport?
Orders
- How do I place an order?
- Where is my order confirmation number?
- How do I know if my order went through?
- Why does my order status show 'Payment Pending'?
- Can I make changes to or cancel my order once it's been placed?
- I am having issues using the coupon/voucher code
Delivery
- What are your delivery options and how much is shipping?
- How can I track my order?
- My order’s taking too long to reach me. Can I cancel it?
- Am I able to choose what time my parcel gets delivered?
- I was not/ am not able to receive my parcel upon delivery.
- Can I collect my order directly from a Sephora Store?
Refunds, Returns and Exchange
- What is the return and exchange policy for change of mind?
- What is the return and exchange policy for items which triggered an allergic reaction?
- What is the return process?
- What if my item was missing, incorrect, damaged, or faulty?
- Can I return Sexual Wellness products?
- Can I return items paid for using Afterpay?
Payment
- What kind of payment method may I use at sephora.nz
- What if my payment has failed?
- What is Afterpay?
- Who can use Afterpay?
- What will Afterpay cost me?
- What products can be paid for using Afterpay?
Terracycle
- How can I recycle my beauty products?
- How do I earn Beauty Pass Points for my recycled empty beauty products?
- Where do I go to return my empty beauty products in-store?
- What can I return to a Sephora x TerraCycle Beauty Waste Bin?
- What can’t I put in a Sephora x TerraCycle Beauty Waste Bin?
- What happens to my items once I hand them in to any Sephora Store?
Clean at Sephora
- Why is the "Clean at Sephora" programme undergoing changes?
- What are the benefits of the new seals in the "Clean at Sephora" programme?
- Who is the team Sephora partnered with to define the seals?
- How are the new seals different from the old versions?
- What are the changes being made to the "Clean at Sephora" programme?
- How do the new seals differ from the previous "Good For" seal seen in Sephora stores in Europe and "Planet Positive" seal seen in Sephora stores located in the US, South East Asia and Oceania?
Beauty Services
- Do I need an appointment?
- How do I book an appointment?
- Why do I need to be a member to book an appointment?
- What is your cancellation policy?
- How do I cancel or modify an appointment?
- Can I change or upgrade my service once I get to the store?
Store
- Where are your store locations?
- Can I return items purchased online at a Sephora store?
- What is the policy in returning items at Sephora store?
- Are there any ongoing events in your store?
- How do I book for a Beauty Service?
- How do I know if the booking I made is successful?
Others
- Everything you need to know about Sephora Gift Cards
- I am using Apple's email services, why am I not receiving emails from Sephora?
- I have been contacted from a Sephora email, is it legitimate?
- Can I get a list of ingredients for a product?
- Can you notify me when an out of stock product is back in stock?
- Can I request or suggest a product or brand?