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Edited by:
Ajust Content Team
Last updated:
September 16, 2025
AI-sourced. Human-edited. Made clear for you.

How to submit a complaint with
Sephora
 

  • Phone: Call +61 2 8880 9446 (Mon–Fri, business hours). Speak directly with a rep and get a case logged. Have your receipt/order number handy.

  • Online Form: Use the Sephora Help Centre form. Select your complaint type, upload screenshots if needed, and track replies by email.

  • In-App: Go to the Customer Service section in the Sephora mobile app to log complaints or chat with support.

  • In-Store: Visit any Sephora store, show your receipt, and speak with a manager. Faulty/damaged items are often resolved on the spot. Use the Store Locator to find the nearest location.

  • Social Media (secondary): You can DM Sephora AU on Facebook or Instagram, but for formal complaints, stick to phone, form, or store channels.

💡 Tip: Be clear and specific: explain what went wrong and what resolution you expect (refund, replacement, credit). Always request a case/reference number for tracking.

What happens after you submit a complaint to Sephora?

  • Acknowledgment: You’ll get an email confirmation or verbal acknowledgment with a reference number.

  • Investigation: Support will check order details, liaise with couriers (for delivery issues), or verify faulty items. Photos may be requested.

  • Resolution: Typical remedies include refunds, replacements, or account fixes. Faulty items are covered under ACL – expect repair, replacement, or refund.

  • Timeline: Simple complaints can be resolved within days. Refunds may take 1–2 weeks (sometimes longer for out-of-stock items).

  • Escalation: If unresolved, your case may move to a senior rep/manager.

Common complaints against
Sephora

  • Online order errors: Items cancelled or missing despite showing “in stock.” Some users only received samples instead of paid products.

  • Delivery delays or lost parcels: Tracking stalls, especially during peak sales. Customers often get repeated “we’ll contact courier” replies.

  • Customer service delays: Scripted or repetitive responses, long waits for email follow-up.

  • Website/payment glitches: Afterpay/checkout errors causing double charges or failed orders.

  • Product & rewards issues: Wrong/damaged items, missing Beauty Pass points, or promo codes not working.

Complaints submitted through Ajust

How other consumers
Sephora
 complaints got resolved

Lost delivery → replacement order: A Christmas gift failed to arrive. After repeated follow-ups, Sephora resent the order, which was delivered successfully.

Double charge during sale: A website glitch caused duplicate orders. The customer emailed proof, Sephora refunded the extra charge within a week and offered a discount code.

Gift card issue escalated externally: A gift card failed online andSephora only offered limited store credit. The customer filed with NSW Fair Trading, which pressured Sephora to provide a proper resolution.

How to escalate a complaint with Sephora

  1. Ask for a Supervisor: On calls or email threads, request escalation to a manager. In-store, ask directly for the Store Manager.

  2. Head Office Customer Care: If unresolved, send a formal complaint to Sephora’s Sydney office (via +61 2 8880 9446 or Help Centre).

  3. Social Media escalation: Post/DM politely on Sephora’s Facebook or X (Twitter) - their social team often responds quickly.

  4. Persistence: Follow up on missed callbacks, quote your case ID, and set deadlines.

Regulatory & Ombudsman Information for Sephora

If Sephora won’t resolve your issue:

  • Fair Trading (State Consumer Affairs): Lodge an online complaint with your state agency (e.g., NSW Fair Trading). They can contact Sephora directly.

  • ACCC: Report unfair practices (e.g., refusal to refund faulty items) via the ACCC complaints page. The ACCC investigates systemic issues.

  • Small Claims Tribunal (NCAT, VCAT, etc.): For unresolved refund/compensation claims. Low-cost and legally binding.

  • AFCA (if payment/finance related): For disputes tied to credit card chargebacks or travel insurance.

💡 Mentioning Australian Consumer Law and your willingness to escalate often motivates quicker resolutions.

Official Sephora Complaint Resources & Links

Sephora
Complaints FAQs

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Sephora
accountable.

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