Frequently Asked Questions
How can I make a purchase?
- Shopping at Sephora.nz is easy:
- Login to Sephora.nz
- To add items in your cart, click on “Add to Cart” for the item you wish to purchase
- To change the quantity of the item, change the number in the box under the "Quantity" column
- To review the items in your cart, click on the ‘Cart’ link, located at the top right of the page
- When you are ready to checkout:
- If you have an applicable ‘Promo Code’, enter it and click on ‘Apply’. The total price will be updated with the discount
- Once you are ready to place the order, click on ‘Secure Checkout’ and your order summary will appear for your review
- Remember to fill in all necessary details and once you have reviewed your order, click on ‘Proceed to Purchase’ then enter your preferred payment method
You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email
What and where is my order confirmation number
- The order confirmation number begins with “LX” and can be retrieved
- In your confirmation email
- When you view your “Order Status” under “My Account”
How long does it take to confirm my order?
Orders are confirmed once payment has been completed. Please check your email for the Order Confirmation.
Why does my Order Status show “payment pending”? Should I re-create a new order?
Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at Sephora Customer Service . Do not re-create your order to prevent duplication
Can I amend my order after it has been confirmed and paid for?
Unfortunately, we are unable to amend orders once it is paid. Please review your cart before completing your orders
How do I know if a product is Halal certified or Vegan?
Products marked with Halal and Vegan brand has been certified by our brands, meaning they do not contain any animal products, by-products or alcohol. Please note that our Halal products have not been certified by Majlis Ugama Islam Singapura (MUIS)
Can I cancel my order?
Unfortunately, we are unable to cancel orders once it is paid. We receive a lot of orders and we are unable to go through them individually as this will cause delays to all other orders. Please review your items before completing your orders. Only items showing in your Order Confirmation will be shipped unless the items are Out of Stock. To check the status of your order, please login to your account at My Account, click on “my account” in the top left hand corner of the page, click on “my orders” on the left hand side of the page, and then view your most current order.
May I buy products directly at your warehouse?
All purchases through sephora.nz will need to be made online.
I am having issues using the coupon/voucher code
- Please check if :
- The coupon/voucher code has expired
- Coupon/Voucher is for one time use only
- Each order can only use 1 coupon/voucher
- The coupon/voucher is not valid for items that are already on sale
- You have use a non participating Credit Card for the coupon discount
- Coupon/Voucher is not valid with other promotions, discounts and loyalty rewards redemption
Can I order through phone?
Although we love talking to our customers, we don't take orders over the phone. Place your order online or on the app to earn loyalty points on your purchase. If you need to speak to us regarding order and account enquiries , please call our Customer Service team at +64 4 888 0102
What do I do when items in my cart are Out of Stock?
We know how annoying it is when your favorite items are out of stock. In the event that your item is unavailable, please click the ”Remove Me” tab located under the specific item. This will not affect the rest of the items in your cart.
In order to know when the product is back in stock, we suggest clicking “Waitlist Me” located on the specific product page. You will then receive an automated email as soon as the item is available again.
We will process a refund if any items in your order is Out of stock
What if I'm missing an Item?
We have a 30-day exchange policy for missing, defective and incorrect items, upon receipt of order.
We apologize for the missing item in your order. We will have this checked with our Warehouse and update once we have more details.
While I search for the details from our Warehouse, please send us an image of all the items received together with the following:
If the item is in stock, we will arrange for a replacement. If the item is out of stock a refund or credit voucher will be issued to you.
I am facing problems ordering through my mobile device
Sephora.nz is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging onto www.sephora.nz. If you continue to face problems, please send a screenshot of the error to http://www.sephora.nz/ and we will assist you.
I received a Wrong Item/Incorrect item
We have a 14-day exchange policy for defective and incorrect items, upon receipt of order.
We apologize for the incorrect item that you received. We will contact our Warehouse to have the items checked. While we investigate the items against our stocks, Please send us an image of the item together with the following:
If the item is in stock, we will arrange for a replacement. If the item is out of stock a refund or credit voucher will be issued to you upon collection of wrong item.
I have a missing sample from my order
If you did not receive the sample or Gift item that you've chosen with your order, do contact our customer service team here with your order number and a photo of the items that you've received with the invoice list included in the photo. Our Warehouse will only pack items as shown in the invoice.
What do I do if I receive a faulty item or have a problem with an item ordered?
Please contact us immediately at http://www.sephora.nz/ with your order number, details and an image of the faulty or wrong items received.
Please do not discard the items as we will need damage and and incorrect items to be returned to Sephora.
I received a damaged item in my order
We apologize for the defective item that you received. The item may have been damaged in transit. For compacts and palettes, we do not open the boxes and ship them the same way we receive it from the brand to avoid tampering any seal.
You may exchange the item within 14 days of receiving them and we will arrange for a collection of the defective item.
Please send us an image of the item together with the following:
If the item is in stock, we will arrange for a replacement. If the item is out of stock a refund or credit voucher will be issued to you upon collection of damage item.
For any inquiry on orders made at Sephora.com / Sephora USA, please contact Sephora US Customer Service at BeautyConcierge@sephora.com
Sephora US has a dedicated Customer Service and Warehouse that caters to Sephora.com orders.
Sephora US brand and product selections is different with Sephora Asia Pacific.
Do you offer Gift Packaging?
Yes! We know offer Gift Packaging Option. Please select ""MAKE YOUR ORDER A GIFT"" at the checkout page and include a personalized message with your order
Can I purchase items in bulk and can I get more discounts?