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.
The app is very easy to use
The app is very easy to use. So many top brands to choose from. My order arrived quickly and was well packaged.
October 10, 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
I sended for you a lot massages on the…
I sended for you a lot massages on the mail and your website and you don’t answer me for ona mail
October 17, 2026
Reply from SEPHORA UK
Hi,
We’re truly sorry for the delay in responding to your messages and for any frustration this has caused.
We’ve now reached out to you directly and will do our best to help resolve your concerns as quickly as possible. We work hard to support all our customers and sincerely apologise that your experience hasn’t reflected the level of service we aim to provide.
Thank you for your patience and understanding.
Kind regards,
Customer Care
Sent Expired Skincare and Charged For Shipping
I ordered some Paula’s Choice skincare; when it arrived I noticed the products had expired. I emailed them with photographs. They have refunded me for the cost of the products but not the delivery cost. I would not use expired skincare as the ‘sell by’ exists for a reason. How can they see it reasonable to take my delivery fee when sending me expired products? I haven’t got the energy nor time to chase it any further, they can keep the delivery fee, but I won’t order from them again. I wouldn’t expect such a reputable brand like Sephora to send out expired skincare, never mind take a delivery fee for sending them to me. I’d stay clear and order direct from the brands themselves.
October 16, 2026
Unprompted review
Reply from SEPHORA UK
Hi,
We’re truly sorry to hear about your experience and understand your concerns regarding the condition of the products you received. This is certainly not the standard we aim to provide, and we sincerely apologise for the disappointment caused.
We can confirm that this matter has now been resolved and that the delivery cost has been included in your refund. Thank you for bringing this to our attention, as your feedback helps us identify areas where we can improve our service.
We appreciate you taking the time to share your experience and hope to have the opportunity to restore your confidence in Sephora in the future.
Kind regards,
Customer Care
Haven’t replied to my complaint ever.
October 9, 2026
Reply from SEPHORA UK
Hi,
We’re really sorry to hear this and apologise for the frustration caused by the delay in communication.
We’ve only just received an email from you, which we’ve now responded to. Unfortunately, we haven’t received any of your earlier emails, and we’re sorry for any inconvenience this has caused.
We hope to work with you to resolve your concerns as soon as possible and appreciate your patience while we look into this further.
Kind regards,
Customer Care
Reply from SEPHORA UK
Hi,
We’re sorry to hear that your experience with us has left you feeling this way. At Sephora, we take customer feedback seriously and always strive to provide a positive experience for everyone.
We’d appreciate the opportunity to understand your concerns further and work towards a resolution. Please contact us at care@sephora.co.uk with more details about your experience, and our team will be happy to look into this and offer the best support we can.
Thank you for bringing this to our attention.
Kind regards,
Customer Care
Very pleased with Sephora Customer…
Very pleased with Sephora Customer Services. Very efficient and helpful.
October 21, 2026
Unprompted review
Delivery was not fulfilled
Delivery was not fulfilled, notification from courier showed a different location and only response upon immediately reporting this was an automated message, directing me back to the area on the site from which i reported. Appreciate this is a courier issue but some acknowledged would have been appreciated. Both Sephora and Evri reliance on AI is infuriating in this situation - account already deducted and remains unresolved
October 17, 2026
Reply from SEPHORA UK
Hi,
We’re truly sorry to hear about your delivery experience and the frustration caused by the lack of communication and support. We completely understand how concerning it is when an order hasn’t been delivered correctly, particularly when payment has already been taken.
Please be assured that your case is currently being investigated by our senior team, who will be in touch with you shortly with a resolution. We appreciate your patience while this is being looked into and sincerely hope we can resolve this matter to your satisfaction.
Thank you for bringing this to our attention and please accept our apologies again for the inconvenience caused.
Kind regards,
Customer Care
Delivery was too late
Delivery was late and so product was of no use. It was intended to take on travels. As such, please have it collected from the locker and refunded to my payment method. Thank you.
October 13, 2026
Reply from SEPHORA UK
Hi,
We’re really sorry to hear that your order arrived too late to be useful for your travels. We understand how disappointing this must have been and sincerely apologise for the inconvenience caused.
We can confirm that we’ve now contacted you directly and resolved this matter. Thank you for your patience and for giving us the opportunity to put things right.
We hope to serve you better in the future.
Kind regards,
Customer Care
Customer service is awful
Customer service is awful. Ordered - it has got lost. No one contacted me, and then reached out with a delay of a few days - said they’d resend and nothing back.
The absolute worst customer service and delivery I’ve experienced for a brand of their size
1017775628
October 11, 2026
Unprompted review
Reply from SEPHORA UK
Hi,
We’re truly sorry to hear about your experience and apologise for the disappointment caused by the delivery issues and lack of communication. This is certainly not the level of service we aim to provide.
We’d really appreciate the opportunity to look into this for you and help resolve your concerns. Could you please update your review to include your order number so we can investigate what’s happened and provide further assistance?
Thank you for bringing this to our attention and please accept our sincere apologies again.
Kind regards,
Customer Care
Visited glasgow silverburn today and…
Visited glasgow silverburn today and was helped by Sophie. She was so knowledgeable and very patient, a lovely girl. Great experience. Was given some foundation samples and will be back in to see sophie once ive tried them.
October 21, 2026
Unprompted review
2 Lost Parcels
I ordered the very expensive advent calendar for my daughter and Evri 'lost' it. Sephora sent a replacement and Evri have now lost that one as well. I have contacted Sephora (again) and still no response!
October 19, 2026
Unprompted review
Reply from SEPHORA UK
Hi,
We’re truly sorry to hear about your experience and understand how disappointing this must be, especially as the advent calendar was intended for your daughter. Please accept our sincere apologies for the repeated delivery issues and for the delay in responding to your concerns.
We’ve now reached out to you directly with a proposed resolution and hope to have the opportunity to put things right. Thank you for your patience and we’re sorry again for the inconvenience and disappointment caused.
Kind regards,
Customer Care
First time I’ve ordered from Sephora
First time I’ve ordered from Sephora. Very good delivery service, arrived when specified. Product arrived in good condition.
October 16, 2026
I prefer to shop online as i find the…
I prefer to shop online as i find the store a little busy and i cannot fault the customer service via the website. I have had a few issues such an order missing and being sent the wrong item and they are instantly resolved, responses are quick aswell. Sephora UK is by far the best beauty website and the reward scheme is fantastic.
October 21, 2026
Unprompted review
Great prices .Great service
October 16, 2026
My order arrived quickly
My order arrived quickly, but I was surprised that there were no tester or sample products included.
October 9, 2026
Sephora matte eyeshadow palette
Ordered Sephora matte eyeshadow palette.
Good quality, competitively priced
Arrived quickly well packaged
October 16, 2026
Highly recommended
Great selection of products at reasonable price.
They stock brands that you cant buy elsewhere.
Items come well packed and in a timely manner
October 16, 2026
Lack of communication
My order wasn’t delivered at all by evri as the box was damaged. I had to use 3 different contact methods. Just to try and get through to someone and get a replacement sent. Has really put me off ordering from the website again to be honest.
October 19, 2026
Unprompted review
Reply from SEPHORA UK
Hi, We’re really sorry to hear about the difficulties you faced when trying to contact us, and we truly apologise for the frustration this caused. We completely understand how important your order was, and we regret that your experience wasn’t as seamless as it should have been.
We’d love the opportunity to look into this for you and make things right. If you could kindly update your review with your order number or contact us directly at care@sephora.co.uk, our team will be happy to investigate this further and assist you as quickly as possible.
Thank you for bringing this to our attention, and again, we’re truly sorry for the inconvenience caused.
Warm Regards, Customer Care
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.