Bought something from

Sephora

that broke too soon?

Sephora Australia stands behind the quality of every product it sells. While beauty items don’t typically come with traditional “warranties,” Sephora complies with Australian Consumer Law guarantees. This means if a product is faulty, damaged, or not fit for purpose, you are entitled to a remedy such as a refund, replacement, or store credit.

Key points of Sephora’s coverage:

• 30-Day Return Window: Most products can be returned within 30 days. For change-of-mind returns, items must be unopened and in original condition.
  
  
• Faulty or Damaged Goods: If an item arrives broken, develops a fault, or was not as described, Sephora will replace or refund it - even if the product has been opened.
  
  
• Wrong/Missing Items: If your order is incorrect or incomplete, Sephora will resolve it quickly at no extra cost.
  
  
• Reactions: If you experience an allergic reaction, Sephora often provides a remedy, usually in the form of a refund, exchange, or store credit.
  
  

In short, whether your order arrives damaged, malfunctions, or isn’t what you expected, Sephora Australia ensures you get a fair outcome.

Making a warranty claim or return with Sephora is simple:

1. Contact Customer Care – Submit a claim via the Sephora Contact Us form. Select the issue type (e.g., Damaged/Expired Item, Wrong Item). Alternatively, call +61 2 8880 9446 (Mon–Fri, 11am–7pm AEST) or email contact@sephora.com.au.
   
   
2. Provide Order & Product Details – Include your order number, product name/shade, and a clear description of the issue.
   
   
3. Attach Photo Evidence – Upload images (or video) of the damage/fault via the form. This speeds up resolution.
   
   
4. Keep the Product & Packaging – Don’t throw anything away until your claim is finalised. Sephora may collect the product in certain cases.
   
   
5. Wait for Response – A Sephora rep will reply, usually within 1–2 business days, with either a refund, replacement, or further instructions.
   
   
6. Follow Return Instructions if Needed – For high-value or regulated products, Sephora may request a prepaid return. For most cosmetics, returns are not required.
   
   
7. Receive Resolution – Refunds go back to your original payment method, or a replacement will be shipped with tracking details provided.
   

Sephora’s policy has sensible exclusions to protect against misuse or unreasonable claims:

• Change of Mind on Used Products: Opened/used products cannot be refunded for change of mind.
  
  
• Extended Timeframe: Issues reported months after purchase may not qualify, except where a manufacturer’s warranty applies (e.g., hair appliances).
  
  
• No Proof of Purchase: Claims without order confirmation, receipt, or Beauty Pass account record may be declined.
  
  
• Misuse or Improper Storage: Damage from incorrect use or poor storage (e.g., heat exposure) is not covered.
  
  
• Final Sale Items: Some clearance or personal-use items marked “final sale” are not eligible for return unless faulty.
  

Tip: Always check your products promptly after delivery and keep receipts or ensure your Beauty Pass account logs your purchases.

To make the process smooth, have these ready:

• Proof of Purchase – Order number, receipt, or Beauty Pass account history.
  
  
• Product Details – Exact item name/variant (e.g., Fenty Beauty Pro Filt’r Foundation, Shade 210).
  
  
• Description of Issue – Short, clear explanation of the fault.
  
  
• Photos/Videos – Images of damage, missing items, or defects.
  
  
• Original Packaging (if available): Useful for claims involving transit damage.
  
  
• Contact Details: Ensure your email and phone number are accurate for follow-up.
  
  

💡 Submitting everything upfront (proof, description, evidence) increases your chances of a fast, no-fuss resolution.

Sephora’s returns and warranty claims are generally quick:

• Immediate Acknowledgment: Automated email once you submit a form.
  
  
• Customer Service Response: 1–3 business days, often within 24–48 hours.
  
  
• Resolution: Refunds or replacements are usually finalised within a week of approval.
  
  
• Refund Processing: Funds take 2–5 business days to appear in your account after Sephora issues them.
  
  
• Return Shipping (if required): Adds 1–2 weeks for return transit and processing.
  

Most customers report their issue is solved within 2–7 days for simple cases.