On May 7, 2025, I purchased a 125 ml Terre d’Hermès perfume from Sephora online. Although the product arrived, its status on the app still says “Order Received”, not delivered. I didn’t open the box—not even the shipping pouch—because I decided to return it immediately.
When I asked about returning it in-store, I was told that in-store returns aren't accepted for online orders, so I followed the correct procedure: I printed the invoice and requested a return shipping code through customer service, which I used to send the product back.
It’s now been several days, and I’ve received neither a refund nor any follow-up. No confirmation email, no update, no trace of progress. The lack of transparency and responsiveness is unacceptable for a brand like Sephora.
I’m officially filing a complaint and requesting that Sephora immediately process my refund and provide proper communication. I followed every required step for the return—I expect the same level of responsibility from Sephora.
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