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Frequently Asked Questions

How can we help you?
Orders
Payment
Delivery
Returns
Account
Beauty Pass
Others
How can I make a purchase?
    Shopping at sephora.hk is easy:
  1. Login to sephora.hk
  2. To add items in your cart, click on “Add to Cart” for the item you wish to purchase
  3. To change the quantity of the item, change the number in the box under the "Quantity" column
  4. To review the items in your cart, click on the ‘Cart’ 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 with the discount
  6. Review your order at the Cart Page. Once you are ready to place the order, click on ‘Secure Checkout’
  7. Fill in all necessary details for your shipping details (NO PO BOX), click on ‘Proceed to Purchase’ to choose your preferred payment method
  8. Please review your orders again and total amount before completing the payment

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 http://www.sephora.sg/ and do not re-create your order to prevent duplication

May I buy products directly at your warehouse?

All purchases through sephora.hk will need to be made online.

Can I amend my order after it has been confirmed and paid for?

We know how exciting it is to receive orders on time, therefore we are unable to amend any orders as we process orders immediately when payment is confirmed. Any amendments may cause delay in the delivery of your order.

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 though 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.

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 may not be valid for Non-Discountable or brands excluded from sale (see list Non-Sale Brands)
  • You have use a non participating Credit Card for the coupon discount
  • Rewards Redemption and discounts cannot be used at the same time during Flash Sale
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 https://www.sephora.hk/contact-us.

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.

I am facing problems ordering through my mobile device

Sephora.hk is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging onto www.sephora.hk If you continue to face problems, please send a screenshot of the error to http://www.sephora.hk/ and we will assist you

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.hk/with your order number, details and an image of the faulty items received. Please do not discard the items as we will need it to be collected back by our courier.

What if I'm missing an Item?

We apologize for the missing item in your order. We will have this checked with our Warehouse to ensure that the item that we have on shelf is correct. We will update you as soon as we check the stocks with our Warehouse.

    While we search for the details from our Warehouse, please send us an image of all the items received together with the following:
  1. Image of Item with the packaging and your Packing list showing your Order and/or Tracking Number
  2. Name of Missing Item
  3. Order Number
  4. 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 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.

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:
  1. Image of Item with the packaging and your Packing list showing your Order and/or Tracking Number
  2. Name of Item
  3. Order Number
  4. 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 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:
  1. Image of Item with the packaging and your Packing list showing your Order and/or Tracking Number
  2. Name of Item
  3. Order Number
  4. 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.
Sephora USA

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
  1. Size of the Gift Box will be chosen automatically based on your order size
  2. Gift box is limited to one per order
  3. At this time we do not offer multiple gift box per order. Should you require separate packaging per item please place separate orders
  4. Gift packaging cannot be returned for cash or merchandise credit
  5. If your orders will not fit in one box, the rest of the items will be packed in a separate Sephora Mailer
Can I purchase items in bulk and can I get more discounts?

Given the popularity of our products, Sephora does not allow purchasing of items in bulk. We may limit the number available for purchase, so that as many clients as possible may enjoy our merchandise. Selected items will be limited to 2 items per customer and some will be limited to 6 per item/variant/shade to allow as many customers to enjoy our products and selections. The products available at Sephora including any samples are for your personal use only. Please visit our Legal Terms of Use Page for more information.

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