sephora.co.uk Reviews
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1.8 / 5
Average user rating
1943
Total reviews
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sephora.co.uk Reviews
Read real experiences from customers of sephora.co.uk.
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May
April 9, 2026
Sephora needs to wake up and smell the perfume!…
You would think that Sephora would have a good Customer Service Team behind their branding but unfortunately here in the UK they don’t. There is no contact number for them and emails and messages are sent to them with no response. Especially when you need action taken immediately. They have taken on Evri as their delivery partners and guess what - we all know in the UK or London in my case that Evri, DPD are the worst courier services working only via commission - by every delivered parcel or on a third party contract - not at all, on especially small parcels. So hence your parcels are never delivered and if they are - it’s nowhere to be found or in a location you don’t recognise. So here is when your stress levels get high! I contacted Sephora once before with the same issue and in all fairness to them, it was dealt with straight away. Only this time it’s happened again and I am yet to receive my goods. I think given Sephora are new to the UK - they are trying to establish themselves and possibly getting familiar with systems and how things are run so forth and are yet to learn that these courier services are a liability to any business. So I can only hope they will learn from their mistakes and take a leaf out of the books of ‘Look fantastic’ and ‘Cult beauty’ and apply a postal delivery service that requires a pin to receive or will be delivered for sure to your door. That is with partners like the Royal Mail and DHL or UPS. I also hope that they can have a Customer Support number for all to call and have real people to answer the phones to deal with complaints and not Robots! Sephora please can you look into my Orders and have them re-delivered by the reliable delivery service asap. Thank you! FN113200659FN113206512
Mona
April 9, 2026
Items Missing
Mr order no. : FN112998239Two items are missing from my order. 1) Natasha Denona Nude Pallette2) Chanel lip and cheek balm Nobody replied on my emails May i request you to please refund my money. Thank youOrder no : FN112998239
SJ
April 8, 2026
I’ve been shopping at Sephora for over…
I’ve been shopping at Sephora for over three years now and have always been very happy with their service- quick delivery, well-packaged, fair prices. However, today I had a very disappointing experience with customer service. Yesterday I received my order of a lipstick and RapidShield eyelash serum. As I opened the box and took the products out, I noticed that the box of the RapidShield serum had been broken. Didn’t really think much of it until I took the serum bottle out and noticed that it didn’t have the protective plastic wrap around it. Now, I have never used the eyelash serum, but have been using the eyebrow one from the same brand. The packaging looks exactly the same, just different colour bottles. The eyebrow one always has the protective seal around it and even if the box is damaged, if the seal is still intact, I don’t think much of the box being ripped or smashed. This time, however, with no seal around the bottle, I am not sure if it’s been used and returned. This is not like makeup or a jar of cream where one can gage if it has been used just by looking at it. My only way to feel sure of it was the plastic seal, which is missing here. For that reason I emailed Customer Service right away with photos. I received an email saying that it didn’t warrant an exchange since the product seemed fine. I asked how could they be sure the product had not been used, and I received as a response the exact same email. All the emails from Sephora start with, “Good morning” but I receive them both in the afternoon …🤔 Is it AI replying? And why do I never receive an actual explanation, but just regurgitated BS emails? This is a product that goes on your eyes and I don’t feel safe using it if someone else has also stuck it in their eye. Very unhygienic. Moreover, it also means, I’m getting less of the already small amount of product. All I wanted was to send this back and get a replacement, but according to the weird CS person, it doesn’t warrant a replacement. Horrible treatment of a long time customer that has made me think twice if I want to continue to shop at Sephora since I can find the same stuff at SpaceNK and Boots.
Sharon
April 8, 2026
5 star experience
I visited the Gateshead Metrocentre store today looking for some advice on make up, I was introduced to Salma who listened to my needs and wants, she chose a few items all colour matched to my skin then took me to the hub to try them out, honestly I was over the moon with the make up she chose, foundation, concealer, bronzer, eye shadow pencil and brow gel all perfectly matched! Salma was lovely, she really listened to my concerns about my skin and make up and chose all the best products! Thank you Salma… one very happy customer!
Eloise Casson
April 8, 2026
Really poor customer service
Really poor customer service. I ordered a skin tint on next day delivery but was sent the wrong shade. Nearly a week later, I’m still being told to wait while they “investigate” with the distribution centre before issuing a replacement.The correct shade is currently showing as in stock online, so I don’t understand why a replacement can’t be sent immediately. It also raises concerns about whether their stock system is accurate, which isn’t fair on customers.I can’t simply reorder as I bought it in the sale, so I’d end up paying more for their mistake, and throughout this, there’s been very little apology or ownership of the issue.Unfortunately, this isn’t my first experience, I’ve previously received empty boxes and had to wait weeks for refunds. Overall, very unreliable and frustrating.
Mariana Igescu
April 7, 2026
Unfairly treated
On 29 March 2026, I reported that I had not received two orders which were marked as delivered but left unattended outside my property in an unsecured location. The orders were: • Order number: H03LFA0089203921 • Order number: H03LFA0089206941 • Related references: FN104588042 and FN111830100Photographic evidence provided by the courier confirmed that the parcels were left outside my front door, in a publicly accessible area.I requested a refund, which was processed by Sephora.Following this, my account was restricted and subsequently suspended. I was informed that out of 12 orders placed, 7 had been reported as , damaged, incorrect, or returned and one lost . I explained repeatedly that these issues were due to delivery failures or legitimate return reasons (such as incorrect or damaged items), all of which are outside of my control and fall under standard consumer rights.I was then offered the option to reopen my account only on the condition that I waive my right to make future claims or request refunds. I refused this condition as it conflicts with my statutory rights as a consumer.The case was escalated to a team leader, who confirmed that although courier issues may have contributed, my account would remain permanently closed due to business risk.No evidence of a detailed investigation into the delivery failures or operational issues was provided, and the outcome has resulted in me bearing the consequences for matters outside of my control.I have been a Sephora customer for over 20 years across Europe and the UK and can provide evidence of this long. This matter remains unresolved and I will now be seeking independent advice and considering further action based on my rights as a consumer.As a long-standing and loyal customer, I find this outcome extremely disappointing.Update:In response to Sephora’s public reply, I would like to clarify that no “middle ground” solution was offered. The only option presented to me was to reopen my account on the condition that I waive my right to make future claims or request refunds.This is not a balanced solution but a request to give up fundamental consumer rights, which I could not accept.I also provided evidence, including delivery photos, showing parcels left unattended in an unsecured and publicly accessible location. Despite acknowledging delivery issues, no meaningful investigation appears to have been carried out.The outcome remains that full responsibility has been placed on me as a customer.
Some1
April 6, 2026
Next Day Delivery is a SCAM
The order (FN112696121) placed online on 1st April 2026, for next day delivery by Evri!!! Absolute joke.The order never arrived. When I emailed the company to find out where my order has gone, the response was refunded me. Cannot trust this company although I used to buy from them online since 2023. I will not shop at Sephora again
Sevcan
April 5, 2026
Solved the problems but problems arising frequently
Generally, I don't experience any problems with my purchases from Sephora UK, including delivery. My only problematic experience started when I tried to order during the Mother's Day sale. First, I couldn't access my account due to a technical issue. However, when I contacted customer care team, they quickly responded to my problem and offered alternative solutions. Then, one of my orders didn't arrive for a week. Normally, it's picked up within 3-5 days by Evri, the carrier Sephora works with. However, when I didn't see this information for the order in question, I expressed my concern to customer care team. They provided accurate information about the order status, stating that the package was lost and that they had taken the necessary precautions. They also asked if I wanted to get replacement or refund the order. I decided on a replacement, and the right steps were taken in that regard. However, because some time had passed, one of the products I ordered had gone out of stock. Therefore, I was informed that a refund would be issued for that product. When you get replacement, the products are resent without extra charge, so their prices appear as £0. When I contacted customer service about this, I received the necessary explanation and proof. I saw that the exact amount I paid for the product was credited to my account. The people I received advice from in customer care sevice were Naima and Sara. I especially would like to commend them because they were very meticulous, consistent, attentive, and fast. They provided satisfactory solutions to all the problems one by one. My recommendation to Sephora UK is this: they should continue to work with people like Naima and Sara who fulfill the requirements of their job correctly. In addition, the carrier Evri is a difficult company to reach and resolve issues with if delivery problems arise. There are delays in package delivery, packages are left at the wrong address, or get lost. Sephora should change this carrier. Additionally, while resolving problems when they occur is a good feature, it puts them behind their competitors.
Ella
April 4, 2026
So many times I have brought online and…
So many times I have brought online and it has come missing. They have such amazing products but I’m scare to buy from them with all the issues. Ever time they just look to replace the item or refund. No apologies for the inconvenience or anything
Lucy Wood
April 2, 2026
Lovely Lazina.
Beautiful shop in Cardiff. My 6 year old was in her element. Although I didn't need assistance particularly, all staff were busy with customers, and seemed super helpful. I was served by Lazina in the St Davids Centre who was so lovely, chatty and helpful. She made a fuss of my little one and had lots of good things to say about the products we chose. She encouraged me to open an account, which saved me 10%! Landed. Thankyou Lazina.
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