Usually good delivery. The biggest problem I have to being able to buy anything re foundation, concealer, bronzer online. The colour matches are just always off. Having said that I went to the Se... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Used Evri as a delivery service so you may as well had used a catapult. Box was left outside in view of the public in the rain with no attempt made to knock on the front door or ring the bell. Luckily... See more
Company replied
The products are great and everything was perfect until the parcel got to Israel!!! Here the DHL shipping which is usually excellent in my experience, but this delivery fell short. On one occasion,... See more
Company replied
My order hasn't arrived after more than a week and I haven't been notified of what will be done about it, until I have taken steps to try and find out for myself.
Company replied
Company details
About SEPHORA UK
Written by the company
We believe that beauty thrives in diversity and discovery.
Our purpose is to expand the way the world sees beauty by empowering the Extra Ordinary in each of us.
JOIN MYSEPHORA - 15% OFF FIRST ORDER
DISCOVER NEW & TRENDING AT SEPHORA UK
SHOP MAKEUP
SHOP FRAGRANCE
SHOP HAIRCARE
SHOP SKINCARE
BEAUTY GIFTS & SETS
CUSTOMER SERVICE
Discover Beauty, Your Way
Whether you’re just starting your beauty journey or looking to elevate your routine, Sephora UK brings together everything you need in one place. From exclusive offers to expert-led inspiration, each step is designed to help you explore and express every side of yourself.
Start by joining MYSEPHORA to get 15% off your first order with a code 'LOYALTY15' and unlock even more benefits as you shop. You can personalise the experience by selecting your two favourite brands to receive 10% off, plus enjoy free delivery across all loyalty tiers with no minimum spend! Unboxing has never felt better.
Explore by category with ease. From refreshing your makeup bag to upgrading your skincare results or searching for a signature scent, you’ll find expertly selected products from the brands you love. Stay ahead of the curve with New & Trending, where viral favourites and must-have launches can be found at Sephora - first.
Shopping for someone else or treating yourself? Our Gifts & Sets make it simple, with ready-made selections for all occasions. Top gift-giver status incoming…
And whenever you need a little extra support, our Customer Service team is here to help, so you can shop with confidence, every time.
Contact info
Sephora Suite 1 3rd Floor, 11-12 St.James's Square, SW1Y 4LB, London, United Kingdom
- care@sephora.co.uk
- sephora.co.uk
2.8
Average
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Unable to contact Sephora. …
I was notified my parcel was delivered by Evri on Tuesday 20/10/2026. It was not .
I contacted Evri and notified them .
I tried numerous times to contact Sephora via customer care and the email would not submit. I tried to contact via messenger and again no response. I decided the only way to contact Sephora was to visit their store in Bluwster. I spoke to a very helpful lady Paula who took my phone number and email address and advised Sephora will contact me. I have had no contact from Sephora.
18 October 2026
Reply from SEPHORA UK
Hi,
Thank you for sharing your experience. We’re really sorry to hear that you haven’t received your parcel and that you experienced difficulties trying to contact us. We understand how frustrating this must have been, especially after taking the time to visit our store for assistance.
I can confirm that we contacted you on Wednesday regarding this matter. Could you please check your inbox, including your junk and spam folders, as our email may have been filtered there?
We sincerely apologise for the inconvenience caused and appreciate your patience while we work to assist you. Thank you for bringing this to our attention.
Kind regards,
Customer Care
My package wasn’t delivered to my…
My package wasn’t delivered to my country. Somehow my package got delivered to a different country and I still haven’t got my items
18 October 2026
Reply from SEPHORA UK
Hi,
Thank you for bringing this to our attention. We’re very sorry to hear that your package was delivered to the wrong country and that you haven’t received your items. We understand how concerning and disappointing this must have been.
We’ve now reached out to you and resolved this matter. We sincerely apologise for the inconvenience caused and appreciate you giving us the opportunity to address this.
Thank you for your patience and for bringing this issue to our attention. Your feedback is valuable to us as we continue to improve our service.
Kind regards,
Customer Care
Items arrived just as expected
Items arrived just as expected. Emails kept me up to date with delivery schedule.
6 October 2026
I loved these advent boxes so much I'm…
I loved these advent boxes so much I'm going to buy 2 more
18 October 2026
Brilliant for makeup
Fast delivery, items delivered with care. Wide range of makeup available (that’s all I shop for) loads of brands to choose from.
24 September 2026
Item missing no update!
One item was missing from my order and the box was damaged when I collected my click and collect from the pick up point. I send an email and was asked to provide pictures and confirm if I wanted a refund or replacement. I answered the email back and haven’t heard anything for the past three days
17 October 2026
Reply from SEPHORA UK
Hi
Thank you for bringing this to our attention. We’re very sorry that your Click & Collect order arrived with damaged packaging and a missing item, and that you were left waiting for a response after sending us the requested details. We appreciate how disappointing this must have been.
I’ve checked the details and can see that this was resolved earlier this morning. We apologise that it took longer than expected to reach a resolution and for the inconvenience this caused.
Your feedback is important to us and we’ll use it to help us improve the experience we provide to our customers. Thank you for giving us the opportunity to put things right.
Kind regards,
Customer Care
Order is missing and no contact…
Order is missing and no contact #101817****
I’ve been trying to contact in multiple ways and no response but my order was ordered for next day and it never arrived. I’ve contacted multiple times with no answer and I don’t know what to do from here!!
16 October 2026
Unprompted review
Reply from SEPHORA UK
Hi,
Thank you for sharing your feedback. We’re really sorry for the frustration and disappointment caused by the delay in receiving your order and the difficulties you experienced when trying to contact us. We understand how upsetting this must have been, especially after paying for next-day delivery.
I can see that this matter has already been resolved for you and we sincerely apologise for the inconvenience caused.
We truly appreciate you taking the time to share your experience, as your feedback helps us identify areas where we can improve our service.
Kind regards,
Customer Care
I had a problem with my order not being…
I had a problem with my order not being delivered, once contacted Sephora sent a duplicate order out on next day delivery.
22 October 2026
Unprompted review
I didnt get the package i just got a…
I didnt get the package i just got a message saying it delivered but not to me!
Super disappointed!
17 October 2026
Reply from SEPHORA UK
Hi,
Thank you for sharing your feedback. We’re really sorry to hear that you haven’t received your package, despite the tracking confirming it was delivered. We completely understand how disappointing and frustrating this must be.
We’ve now contacted you to request further details so we can investigate what happened and work towards a resolution for you.
Please check your inbox, including your junk or spam folder, for our email. We apologise again for the inconvenience and appreciate your patience while we look into this for you. We hope to get this resolved as soon as possible.
Kind regards,
Customer Care
it came at the right time
they delivered it to me during the time promised nothing was damaged and everything i ordered was there
18 October 2026
I love Sephora
I love Sephora. I can’t believe I only just started shopping with them this year. Delivery is top notch. I love their free standard delivery and the free locker collection. I love their deals across well known makeup brands. I love the range of products they sell which I can’t get elsewhere without extra shipping charges and wait time.
2 July 2026
Pressed in error
Pressed in error. We are very disappointed that, having ordered a voucher to be delivered by post, for my Granddaughter's Birthday, we were informed it would be delivered by Evri and it still has not been delivered. I have emailed you and am still awaiting a reply.
17 October 2026
I ordered an aftershave for a present…
I ordered an aftershave for a present and paid £4.95 for next day delivery. The tracking stopped at 11.55am on the day of delivery and has not been updated since. I have tried to contact them by email but no response so i tried the web form and it will not send, just keeps showing a message saying refresh screen and when i do it clears down my message. I've tried the link to Facebook messenger and that doesn't work. I'm out of pocket almost £70 with no communication from customer service and no idea where my order is.
As a reply to Sephora, the issue was being sorted after I posted this review but the replacement order has now also been held as an exception by Evri so the chance of getting that is also slim
19 October 2026
Unprompted review
Reply from SEPHORA UK
Hi,
Thank you for sharing your feedback. We’re truly sorry for the frustration and inconvenience caused by the delivery delay and the difficulties you experienced when trying to contact our customer service team. We completely understand how concerning this must have been, especially as your order was intended as a gift and you paid for next-day delivery.
I can see that this matter was resolved yesterday and we sincerely apologise for the inconvenience caused while you were waiting for an update.
Thank you for your patience and understanding. We appreciate your feedback and hope to provide you with a much better experience in the future.
Kind regards,
Customer Care
Disappointing
Paid for next day delivery, order did not turn up the next day, days later and it still hasn’t been delivered. Tracking just says delayed and unable to get in touch with Sephora their issues form doesnt submit, emailed them no response and their live chat does not work, been trying to get in touch for days with no success both through their app and their website. Beginning to wonder if it’s hacked or something.
22 October 2026
Unprompted review
Reply from SEPHORA UK
Hi,
Thank you for taking the time to share your feedback. We’re truly sorry for the disappointment and frustration this experience has caused. We completely understand how upsetting it must be to pay for next-day delivery, only for your order to be delayed, especially when you’ve also experienced difficulties trying to get in touch with us for support.
This is certainly not the experience we want our customers to have, and we sincerely apologise for the inconvenience caused.
We’ve now reached out to you regarding the status of your order and hope to get this resolved for you as soon as possible. Thank you for your patience and we hope to have the opportunity to provide you with a much better experience in the future.
Kind regards,
Customer Care
Very slow customer service response
Very slow customer service response. Taking days to respond. No phone number to call. I was sent the wrong shade for my estee Lauder foundation, it should be a quick fix, and i'm now a waiting fir them to check with warehouse and could be another five days while they check with the warehouse. I don't understand why they can't just send the correct shade.
22 October 2026
Unprompted review
Reply from SEPHORA UK
Hi,
Thank you for sharing your feedback. We’re truly sorry for the delays in our responses and the frustration this has caused, especially when you’ve received the wrong shade of your Estée Lauder foundation. We completely understand how disappointing this experience must be.
Unfortunately, checking with our warehouse is part of our process when investigating these issues. However, please be assured that we’re doing everything we can to get this sorted for you as quickly as possible.
We sincerely apologise for the inconvenience and appreciate your patience while we work towards a resolution. We hope to resolve this for you soon and provide you with a much better experience moving forward.
Kind regards,
Customer Care
Still currently waiting for a customer…
Still currently waiting for a customer service adviser to even contact me in regards to a missing ordered that states delivered but I haven’t received, emails saying sorry it’s taking longer to get to your query… 4days and I can’t even get through to anyone to try and sort?!!!!??? Customer service definitely needs to be looked at for customers!
17 October 2026
Unprompted review
Reply from SEPHORA UK
Hi,
Thank you for sharing your feedback. We’re truly sorry for the frustration and disappointment caused by the delay in responding to your query regarding your missing order. We completely understand how upsetting it must be to see an order marked as delivered when you haven’t received it, especially when you’ve been waiting for an update.
I can see that this matter was resolved yesterday and we’re very sorry that it took longer than expected to get this sorted for you.
We appreciate your patience and sincerely apologise for the inconvenience caused. We’ll take your feedback on board as we’re always looking for ways to improve our customer service and provide a better experience in the future.
Kind regards,
Customer Care
Order #1017931160 - Declared lost in transit, then complete radio silence on replacement (Ticket #4446965)
On Monday 19 Oct, customer advisor Tarnia officially confirmed my order #1017931160 was lost in transit and asked me to reply with my home address for a replacement under Ticket #4446965. I replied immediately with my address. It has now been 4 days and multiple follow-up emails with zero response, zero replacement order created, and zero tracking. There is no phone number or live chat to contact anyone. I need this replacement Hourglass palette dispatched immediately or a senior supervisor to respond to Ticket #4446965 today.
19 October 2026
Unprompted review
Reply from SEPHORA UK
Hi,
Thank you for sharing your experience. We’re truly sorry for the frustration and disappointment caused by the delays in communication and the uncertainty surrounding your replacement order. We completely understand how upsetting this must have been, especially after being advised that your original order was lost in transit and providing the requested details.
Having looked into this, I can see that this matter was resolved earlier this morning. We sincerely apologise for the inconvenience and the time you’ve spent chasing an update.
Thank you for your patience and understanding. We appreciate your feedback and hope to provide you with a much better experience in the future.
Kind regards,
Customer Care
I didn’t get my ordered Dyson from…
I didn’t get my ordered Dyson from Sephora. I got the wrong item. I emailed many times for Sephora but i didn’t get any reply from you guys. I paid 494 pounds for the Dyson and for the premier delivery too. But the parcel came late and also I got the wrong item. Where is my money? You guys are not providing better customer service for online customers. I need my money or product back. Yesterday I send the wrong item to Sephora. Please , I need my money or product back. I ordered my item for my wife’s birthday.you guys don’t know how is my feeling. Don’t do this again please.
17 October 2026
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.