Sephora Beauty Pass
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Same day delivery in Dubai
Free delivery on orders over 250 AED

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.



  • How do I make a purchase?

    Shopping at 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, 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? 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 ? 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
  • Can I have my purchase gift-wrapped?

    Sephora is happy to offer free gift wrapping during online checkout. Simply check the appropriate box during the online checkout.

    You may also include a personalized message for your recipient.

  • Can I get a gift receipt online?

    Gift receipts will be provided for all Gift Wrapped orders.


  • Where can I find my order confirmation number?

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

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


  • What are your delivery options?

    We offer the following shipping methods:

    • Standard delivery: receive your order at your home or business address within 2-3 business days*
    • Same-day delivery (Dubai only): receive your order at your home or business address within the same day. Available every day except Friday for orders placed before 4pm.
    • Next-day delivery (Dubai only): receive your order at your home or business address within the next day. Available every day except Friday for orders placed after 4pm.
    • Pickup locations (for prepaid orders only): pick up your order at a designated pickup location within 2-3 business days.

    *Please note there are remote locations within UAE that will have longer delivery times, which are dependent on our delivery provider. Click here to check if your address is considered a remote location.

  • What is the cost of delivery?

    We offer FREE standard delivery on all merchandise orders of 250 AED and over.

    For orders under 250 AED:

    • Standard delivery fee: 20 AED
    • Pickup delivery fee: 15 AED
    • Same-day / next-day delivery fee (Dubai only): 25 AED

    Gold beauty pass members get FREE delivery on all orders, no minimum purchase required.

    Please note that all cash on delivery orders will be charged a fee of 20 AED.

  • 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?

    Delivery is available across UAE only when shopping on However you can shop on 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.

    If you have selected the "pickup location" delivery method, please make sure to bring a valid form of ID when picking up your order.

  • 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.


  • What is your return policy?

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



    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 Exchange 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 30 (thirty) days from date of online purchase.

    For sale and discounts, products can be exchanged or returned within 14 (fourteen) days from date of online purchase.

    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 Beauty Pass

Sephora Beauty Pass

Business Requests

Business Requests

  • Business Requests

    Sephora operates its retail network on a stand-alone basis. In principle, Sephora does not grant any rights to third parties to operate its store concept and to use the Sephora trademark.

    However, you can find our current career opportunities on our careers page.

    Be vigilant if you are solicited by pretended Sephora’s representatives proposing to join Sephora franchise network and asking to pay a commitment fee. You are facing a fraudulent proposal. In such circumstances, we invite you to contact us at [email protected].

    To go to one of Sephora’s International websites, click here.

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