Sephora card program
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Frequently Asked Questions

Frequently asked questions
My Account

My Account

  • Do I have to create an account to shop online?

    Yes, you must create an online account to shop online.

    To register, all you need to provide is your name, date of birth, email address, and password. You must also agree to the "Terms and Conditions" and "Privacy Policy".

    You can fill out the rest of your account information including shipping, billing address, and personal options at your leisure.

    Once registered, you can check your order status, order history, and manage your account.

  • I am having problems logging into my account.

    If you receive a message stating that your email address/password is not recognized, please follow the steps below:

    1. Make sure you are using the same email address and password you used to register. 
    2. If you've forgotten your password, click on the “Forgot Your Password?” link located below the Sign in. You will be prompted to enter your email address and a link will be sent to you with instructions to create a new password for your account. 

    Please note: If you enter your password incorrectly 3 times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to sign in again.

    If you continue to experience problems, please call us at 800 SEPHORA (800-737-4672) and we will be happy to assist you.

Orders

Orders

  • How do I make a purchase?

    Shopping at Sephora.ae is easy:

    1. Log in to your account by clicking on "My Account" in the header.
    2. To add items to your basket, click on the product you wish to purchase then click on "Add to Basket".
    3. To change the quantity of the item, change the number in the "Quantity" box.
    4. To review the items in your basket, click on the "Basket" link located at the top right of the page.
    5. If you have an applicable promo code, enter it and click on "Apply". The total price will be updated to reflect the applied promo code discount.
    6. Review your order at the Basket Page. Once you are ready to place your order, click on "Checkout".
    7. Fill in all required information for your shipping details and click on "Continue’" to choose your preferred payment method. Review your order details and order total again before completing payment.

    Immediately after you have successfully placed your order with Sephora.ae, you will see your order confirmation with your order number. Use this order number if you have any questions about the status of your order. You will also receive an email with your order details including your order number, a summary of products ordered, prices, applied promotional codes, your ship-to and bill-to information, and the shipping method.

  • Is there a limit to the number of orders I can place?

    Given the popularity of our products, Sephora may limit the number available for purchase, so that as many clients as possible may enjoy our merchandise. Purchase is limited to 5 per item/customer.
    This gives more people a chance to purchase popular items before they’re out of stock, especially when it comes to our limited-edition launches.

    It also helps ensure that we're selling our products to genuine beauty addicts (and not to resellers).
  • Why does my Order Status show “payment pending”? Should I re-create my order?

    Sephora.ae will collect payment and post the actual amount of the purchase only when your order has been prepared at our warehouse. The "Payment pending" status will show between the time your order is confirmed, and the time your order is processed at our warehouse.

    Once your 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 our Customer Care team at [email protected] or by calling 800-SEPHORA (800-737-4672). To avoid duplication, do not re-create your order.

  • Can I modify or cancel my order after it has been confirmed?

    We know how exciting it is to receive a purchase on time. That's why we process orders immediately.

    Once your order is processed, it cannot be modified or cancelled. Should you need to exchange or return items from your order, visit the store nearest you.

    Please read our "Refund and exchange policy" for more details or contact us at [email protected]

  • I am having issues using a coupon / voucher code.

    If you are having issues using a coupon / voucher code, please check if:

    • The coupon / voucher code has expired.
    • The coupon / voucher has a one-time use and has already been used.
    • A coupon / voucher has already been applied to your order as only one coupon / voucher may be applied per order.
    • The coupon/voucher may not be valid on some items in your order such as Non-Discountable items or brands that may be excluded from sale.
    • If the above has been checked please contact our Customer Care team at [email protected] or by calling 800-SEPHORA (800-737-4672) so we can help resolve this issue for you.

  • Can I order by phone?

    Unfortunately, we are unable to process orders by phone at the moment.
  • What do I do when items in my basket are out of stock?

    We know how disappointing it is when your favorite items are out of stock.

    In the event that an item is unavailable, please click the ”Remove” button located next to the item. This will not affect the rest of the items in your basket.

    In order to know when the product is back in stock, we suggest clicking “Email me when in stock” located on the specific product's page. You will receive an automated email as soon as the item is back in stock.

  • Can I pre-book an out of stock item ?

    Sephora.ae does not offer a pre-booking feature at the moment.
  • What do I do if I receive the wrong item, a damaged / defective item or have a problem with an item ordered?

    If you receive the wrong item, a damaged / defective item, or if you simply wish to return your item for any reason, please contact us immediately by email at [email protected] or by calling 800 SEPHORA (800-737-4672) with your order number, details and an image of the items you wish to return.

    Returns must be done in a UAE store.

     

    All products must be returned to us, unused and with all Sephora tags (if any) still attached and in the same condition as received, in good condition and in their original box and packaging, along with the original invoice, within 14 (fourteen) days of receipt of by you.

     

    We will not accept any returns for products if the original packaging has been opened or tampered with. Please read our full refund policy here.

  • How can I track my order?

    You can find the status of a particular order and view your order history in your account, under "My Orders".

    You can also use your Fetchr tracking code and track directly on their site.

  • What happens to my order if an item is out of stock after my order has been placed?

    If an item in your order is out of stock after your order has been placed, your order will unfortunately be cancelled since we cannot process partial orders at this time.

    Our Customer Care team will contact you immediately and no charge will be made.

    You can place a new order without the out of stock items at your convenience.

     

    If you would like to be notified when the item is back in stock, please visit the product page and sign up for the “email me when in stock” alert.

  • Can I reorder items I've previously purchased?

    Your order history is available under "My Account" on the "My Orders" page.

    You can reorder items you've previously purchased directly from your order details.

  • How do I get my free samples?

    With every merchandise order online you have the opportunity to select 3 (three) free samples of your choice at checkout. After you have selected your samples, they will be automatically added to your basket (subject to stock availability).

    Quantities are limited and the selection changes often. If your order is not completed during this visit, the samples will be removed from your basket and may no longer be available when you checkout later.

    Only one of each sample can be added per order. Substitutions will be made for out of stock samples.

    Due to the limited nature of these free samples, we do not replace samples for any reason, including if they arrive damaged.

    Samples are shipped with merchandise purchases only.

  • I am having issues viewing the website pages.

    Please check the browser version you are using. Our website is compatible with the below browsers:

    • Internet Explorer 11 
    • Safari 6.2 – 9.1 (Mac OS X) 
    • Latest versions of Chrome and Firefox
Payment

Payment

  • Where can I find my order confirmation number?

    Your order confirmation number is created after you've successfully submitted your order on Sephora.ae.

    You can find it on the Confirmation page after checkout, in the Order confirmation email and in "My Account" under "My Orders".

  • What kind of payment method may I use online?

    Currently, we accept payment with Debit Cards, Credit Cards (Visa, MasterCard, American Express) or Cash on Delivery.

    Please note that your billing information must be exactly as it appears on your credit card statement. If any numbers are different, the order cannot be processed. Be sure to correctly spell and avoid using abbreviations unless that is how your information appears on your statement.

  • Is payment via Cash On Delivery / Credit Card safe?

    Your security is very important to us.

    We work closely with our delivery team to ensure Cash On Delivery orders are safe.You will be required to sign an invoice upon delivery, which will confirm and ensure the collection of your cash.

    If paying by debit or credit card, Sephora provides safe and secure checkout by encrypting your credit card information using SSL.

     

    For more information about our secure checkout, please read our "Privacy Policy" and "Terms and Conditions".

  • I am having trouble with my credit card information for my online order.

    If you receive an error message related to credit card authorization failure, double check that the billing address on the credit card matches your account billing address, try re-entering your CVN or security code, and be sure that the card is current and valid.

    Please note that some financial institutions require customers to activate their card for online shopping, and they may set a daily limit.

    After validating the information you've entered and an error message is received after a second attempt, call our Customer Care team at 800 SEPHORA (800 737-4672) or contact your financial institution for further assistance.

  • Can I pay with a foreign credit card?

    Yes, foreign credit cards cards are accepted.
  • Can I pay with foreign currency for Cash on Delivery?

    No, all orders must be paid in AED.
  • When will my card be charged?

    Sephora.ae will process payment of your purchase only when your order has been prepared in our warehouse.
Delivery

Delivery

  • What are your delivery options and what are the fees?

    We offer FREE same day delivery and FREE standard delivery (within 2-3 business days) on all merchandise orders of 350 AED and over.

    • To get same day delivery, you need to place your order before 12 pm.

    • Same day delivery is available for Dubai and Sharjah only (not available on Fridays).

    • Any orders of 349 AED or less will be charged a delivery fee of 20 AED.

    • Cash on Delivery orders are charged a C.O.D. fee of 20 AED.
  • When can I expect delivery of my order?

    We aim to delivery your order within 2-3 business days after your order has been successfully submitted.

    However, there are remote locations within UAE which will have longer delivery times, which are dependent on our delivery provider.

    Click here to check if your address is considered a remote location.

  • Can I choose a delivery time slot?

    Our delivery partner will contact you to coordinate a convenient time for delivery.

    We do not offer time slot selection at the moment.

  • What should I do if my order has not arrived?

    Our delivery partner will contact you to coordinate a convenient time for delivery. In the event your order is not delivered within the timeframe agreed on with our delivery partner, please email us at [email protected] or contact our Customer Care team at +971 4 45 08 443.

    We will get you in touch with our partner courier.

  •  Will I be charged for a re-delivery?

    If we attempt to deliver your order, but you are not present to receive it, we will try again on the next available date.

    Re-delivery charges may apply if our second attempt fails.

  • Can I ship in the GCC region?

    Shipping is available across UAE only when shopping on sephora.ae. However you can shop on sephora.sa and have your order delivererd to Saudi Arabia.
  • Can I have my order delivered to a PO box?

    No, orders must be sent to a location where someone can be present to receive and sign for it.
  • Is a signature required upon delivery of my order?

    Yes, a signature is required upon delivery.
  • What do I do if I missed the delivery of my order?

    If there is a chance you will not be home to receive your order, contact our Customer Care team at at 800 SEPHORA (800-737-4672) to reschedule delivery.

    If you have already missed the delivery appointment, an agent from our delivery partner will contact you either by email or mobile sms to inform you of the missed delivery and will set a new time for another delivery.

  • Can I pick up my order from a Sephora Store ?

    No, we do not offer in-store pickup at the moment.
Returns

Returns

  • What is your return policy?

    Visit any Sephora store in UAE to return your item(s) purchased through Sephora.ae.

     

     

    Please bring your receipt (not your order summary) as well as the credit card you used to place your order. A Sephora staff member will inspect your item(s) and if they meet the conditions listed in our Return and Exhange Policy, will process your return or exchange at the Sephora store - it's that easy!

     

    All products must be returned to us, unused and with all Sephora tags, if any, still attached and in the same condition as received, in good condition and in their original box and packaging, along with the original invoice, within 14 (fourteen) days of receipt of by you.

    We will not accept any returns for products if the original packaging has been opened or tampered with.

    Returns that are damaged or soiled may not be accepted.

    Original shipping and handling costs are non-refundable unless the items are defective or damaged.

     

    Please do not mail your return to a Sephora store. Stores are unable to process mail-in returns.

    Read our full "Return and exchange policy" here.

  • How long does it take to process my refund?

    All refunds are processed in store, and issued in cash as soon as the returned items have been inspected by a Sephora staff member.

    If you have any questions about your return, please contact our Customer Care team at [email protected]

  • Can I test products before buying them online?

    As we are an online store, we do not have an option to test or see the products before purchasing them.

    However, we do have a dedicated team of Beauty Experts in-store that are ready to answer all your questions. Please also check the ingredients listing before completing your purchase to identify any allergens.

  • Are delivery charges refundable?

    Original shipping and handling costs are non-refundable, unless the products you received are damaged or defective.
  • Can I exchange or return an item gifted to me by someone else?

    To exchange items received as a gift, simply present the gift receipt and the items for an exchange of equal or lesser value.

    If your chosen replacement items total more than that of the original items, you'll need to pay the difference.

Sephora Card Program

Sephora Card Program

  • Where can I use my Sephora Card?

    The Sephora Card Program is valid within the Middle-Eastern region. Use it in-store and online throughout the UAE, KSA, Qatar, Bahrein and Kuwait.
  • How can I be recognized as a cardholder when I shop online?

    You will just need to enter your Sephora Card number when creating your online account for the first time. To create an account, click on  "My Account" in the top left corner of any page on the Sephora.ae.

  • What are the benefits of the Sephora White Card?

    Thanks to the Sephora White Card, all your in-store and online purchases are rewarded. You’ll get a welcome gift after your next purchase, enjoy special monthly offers and receive our newsletter to stay up to date on the latest beauty trends.
  • Will I get points online just like I would in-store?

    Yes absolutely. The principle remains the same. For any 10 AED you spend online, your account will be credited 1 point.
  • How can I get upgraded to the Black and Gold Cards?

    You'll be upgraded to the Black Card once you accumulate your first 200 points (1 point = 10 AED, 10 SAR, 10 QAR, 1 BHD, 0.8KWD). You'll be upgraded to the Gold Card if you accumulate 1500 points within a 12 month period.
  • What are the benefits of the Sephora Black Card?

    As soon as you reach the Sephora Black Card status, you'll receive a 200 points voucher by email. Redeem it in store towards one gift from a selection made by Sephora and regularly updated. And each time you reach 200 points, you will receive another gift voucher! You will also get customized monthly offers, invitations to exclusive events and a gift for your birthday. The Sephora Black Card is sent to you by mail.
  • What are the benefits of the Sephora Gold card?

    In addition to the Sephora Black Card benefits, for every 1000 points you reach, you'll receive a special VIP Privilege gift. You will also get customized monthly offers, sneak previews, invitations to exclusive events and a gift for your birthday. The Sephora Gold Card is delivered by courier, with a special welcome gift.
  • How can I modify my personal information?

    You can modify your personal information at http://loyalty.sephora-me.com under the "My Details" section. Your name, card number and email or mobile phone will be requested. You can also update all your personal details via the Sephora App, available on Google Play and the App Store, under the "My Sephora Card" section. You can also contact our Customer Care team at 800 SEPHORA (800-737-4672).
  • How can I check my point balance?

    Visit the "My Points & Benefits" section at www.loyalty.Sephora-me.com for direct access to your points balance and learn about the benefits and privileges you can enjoy. To log in, please enter your card number and your email or your loyalty account or your mobile phone registered email. You can also update all your personal details via the Sephora App, available on Google Play and the App Store, under the "My Sephora Card" section.
  • I just registered to the program but I can’t access my account.

    Subscription requires a period of 72 hours to activate the details on your loyalty account.
  • For how long are the vouchers valid to redeem my gift?

    Your voucher to redeem your Gift Boutique is valid for 6 months. Your voucher to redeem your White Welcome gift is valid for 2 months. Your voucher to redeem your Black Birthday gift is valid for 2 months. Your voucher to redeem your Gold Birthday gift is valid for 1 month. Your voucher to redeem your VIP Privilege gift is valid for 2 months. They are redeemable on the products and services specified by Sephora.
  • I am a cardholder living in Bahrain, Qatar or Kuwait. Can I purchase online?

    For the moment, online purchases are available for customers who have a delivery address in the UAE or KSA. We can deliver your order to one of your friends or relatives living in the UAE or KSA!
  • Who can I contact if I have an issue with my Sephora Card? (E.g: point issues, lost card, 2 cards for same account, card not activated or not received)

    You can reach our Customer Care team at 800 SEPHORA (800-737-4672) open daily from 10am to 6pm. You can also email us at [email protected] and we'll be happy to assist you.
  • Will I get special offers online as a Sephora Card Program member?

    You willl enjoy your usual offers as before. Stay tuned, we may sometimes have additional treats for you!
  • Will I get the same gifts online, as if I was purchasing in-store?

    Yes! The offers you receive will be available at your convenience in-store or online.
  • Can I get my birthday gift online?

    Your birthday gift is only redeemable in-store at the moment.
  • Can I purchase online without creating an online account if I already have a Sephora Card?

    You will need to create an online account to be able to purchase online.

    While you cannot redeem loyalty points while shopping online, giving your card number details will allow you to keep accumulating points and get closer to your next reward!

Gifts

Gifts

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