Below is some helpful information for shoppers to know about shopping at Sephora.
Do shoppers need to ask for tax exemption?
No, Sephora orders are not tax-exempt.
How should shoppers handle substitutions from Sephora?
Like other Shop & Deliver orders, the member's substitution preference will determine whether a substitution should be made if an item is unavailable in the store and if communication in regards to a substitution has been requested.
Keep in mind, selecting quality substitutions for general merchandise items can be complex. Below are some suggestions to consider when needing to substitute an item at Sephora.
- Ask a store associate! In specialty stores, store associates are a great source of knowledge about the offerings in their store. Let them know the item that the member requested is out of stock and see if they have a good substitution to offer.
- When providing a substitution suggestion for beauty products, consider looking for other similar items within the same brand and/or that have a similar description, shade, price, and/or size.
- Sending pictures of potential substitutions is also a great way to show the member what might be available. Try to avoid pictures of price tags since prices may differ in the Shipt app.
For more tips on handling substitutions for beauty products, click here.
What should shoppers do if an item is in a locked case?
If a shopper locates a requested item within a locked case in the store, they may ask a store associate for assistance in retrieving the item.
Top shoppers suggest reviewing the details that are visible on the item’s packaging prior to asking for assistance in retrieving the item from the locked case. However, if a shopper realizes an item is not what the member requested after retrieving it, they may hand the item back to the store associate to place back in the case.
What items are prohibited?
Shoppers cannot deliver alcohol, tobacco, prescription/behind the counter medication, gift cards or Dyson and Chanel products from Sephora. Click here to view the full list of prohibited items for all Shipt orders.
If any of these items are on an order, shoppers can kindly let the member know that those items are not eligible for delivery with Shipt. If the member requests more information, shoppers may politely recommend that they reach out to Shipt Support for further details.
Should shoppers use a rewards card at checkout?
Shoppers will use the Sephora rewards card barcode provided in the app when checking out. Do not use your personal Sephora rewards card when checking out.
What should shoppers do with the receipt?
Sephora gift receipts will be stapled to the bag at checkout and should be passed along to the member at delivery. Shoppers will also receive an itemized receipt with pricing information. The itemized receipt is what shoppers will use when processing the order in the Shopper app. Members will need the gift receipt to complete an exchange or return, if needed.
Can items be returned?
Shoppers should only return a Sephora order if it was undeliverable due to an unresponsive member.
Note: Sephora has the right to accept or refuse returns for any items.
To complete a return for a Sephora order:
- Present the original receipt and your Shipt card at Customer Support.
- Write the order number on the receipt and take a picture of it after the store attendant has completed the return
- Email the picture to support@shipt.com
What should shoppers do if a member has an issue with their order from Sephora?
Politely apologize to the member and let them know they can return the order directly to the Sephora store where the order was placed.