Had an issue with Sephora? Get a real response.
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.
- 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.
Sephora complaints submitted through Ajust
I raised a complaint with Sephora after discovering an outstanding credit card balance months later, only because the notice landed in my spam. A small purchase had ballooned due to interest, with no calls, texts, or mail sent while I was overseas and unemployed. I wasn’t disputing the purchase, just asking for fair consideration and accountability around the lack of contact. - Ysabel
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.
- Ask for a Supervisor: On calls or email threads, request escalation to a manager. In-store, ask directly for the Store Manager.
- Head Office Customer Care: If unresolved, send a formal complaint to Sephora’s Sydney office (via +61 2 8880 9446 or Help Centre).
- Social Media escalation: Post/DM politely on Sephora’s Facebook or X (Twitter) - their social team often responds quickly.
- Persistence: Follow up on missed callbacks, quote your case ID, and set deadlines.
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.
- Sephora AU Contact Form
- Phone: +61 2 8880 9446 (Mon–Fri)
- Sephora Live Chat (via Help Centre or app)
- Store Locator
- Returns & Exchanges Policy
- ACCC Complaint Guide
- NSW Fair Trading Complaint Form
Sephora Complaints FAQs
What’s the fastest way to submit a complaint to Sephora Australia and actually get a response?
The fastest way to submit a Sephora complaint is by calling customer service on +61 2 8880 9446 during business hours. Phone complaints are logged immediately and given a reference number, which speeds follow-up. If calling isn’t possible, the online Help Centre form is the next best option, especially when you can upload screenshots or receipts. Always ask for a case ID so your issue doesn’t get lost or reset between contacts.
How long does Sephora usually take to resolve complaints like refunds or missing orders?
Most Sephora complaints are resolved within a few days, but refunds typically take one to two weeks to appear. Simple issues like wrong or damaged items are often fixed quickly, especially in-store. Delivery or payment problems can take longer if couriers or banks are involved. If you haven’t had a clear update within a week, following up with your reference number usually helps move things along faster.
What are my rights if Sephora refuses a refund for a faulty or incorrect product?
If a Sephora product is faulty, damaged, or not as described, you’re protected under Australian Consumer Law. This means you’re entitled to a repair, replacement, or refund depending on the issue. Store policies don’t override consumer law, even for sale items. Clearly state that your request is based on ACL if you’re refused, as this often leads to quicker and more cooperative resolutions.
When should I escalate a Sephora complaint to Fair Trading or the ACCC?
You should escalate a Sephora complaint when you’ve tried customer service and received no resolution or unreasonable delays. State Fair Trading bodies can step in for individual disputes, while the ACCC is best for reporting ongoing unfair practices. Mentioning escalation often prompts action before it’s needed. Keep records of emails, case numbers, and responses, as this evidence strengthens your position if external help becomes necessary.
You’ve done your part, now it’s time to hold Sephora accountable.
Take the final step and submit a complaint that gets seen and responded to.