Hygiene & Safety Questions About Our Beauty Services Appointment & Booking Questions Beauty Service Booking Questions Payment Questions Beauty Insider Questions
Q: What hygiene standards and safety regulations are in place for services?
A: The health and safety of our clients and Beauty Advisors are our highest priority. Our services hygiene and safety standards were developed based on guidance from federal, provincial, and municipal authorities and included the following:
Before beginning your service, the Beauty Advisor will take you through a pre-screening safety questionnaire.
Both Beauty Advisors and clients are required to sanitize their hands before each service begins using hand sanitizer.
All Studio surfaces, including chairs, are disinfected with a Health Canada-approved disinfectant before and after each service.
Makeup brushes and any other devices used during service are thoroughly sanitized after each use.
All products are thoroughly disinfected before each use, following cosmetology hygiene standards.
We ask that only Beauty Advisors handle testers to limit contamination risk. We sanitize all product testers before & after every use and use single use, disposable applicators to avoid cross-contamination.
We set up a fresh “sanitary maintenance area” for each client. All disposable tools are safely discarded after each service. Non-disposable tools such as Lash Applicators, Lash Curlers, Tweezers and scissors are separated into a clearly labelled container for proper disinfecting.
All non-disposable tools are washed with warm soapy water and placed in a high-level disinfectant, approved by the Local Health Authority. Before use, they have disinfected again, using alcohol.
We may take additional precautions as appropriate under the circumstances, such as the use of self-screening questionnaires prior to your appointment.
Every other chair will be utilized if mandated by the Local Health Authority.
Q: When should I not receive a service?
A: You should not receive a service if you show cold or flu-like symptoms, including cough, shortness of breath, or difficulty breathing, fatigue muscle or body aches, headache, new loss of taste or smell, sore throat, congestion or runny nose, nausea or vomiting, diarrhea, swollen lymph nodes, exhaustion, or a high temperature or if you have been exposed to someone with cold or flu-like symptoms in the last 14 days, exhaustion, any other contagious illness symptoms including but not limited to rash or scabbing. You may consider not receiving service if you are part of a high-risk or vulnerable population per Health Canada.
Q: Are all stores currently offering services?
A: At this time, limited beauty services may available in select stores in accordance with provincial and municipal regulations.
Please visit for availability in your store.
Q: What services do you offer?
A: We offer a variety of beauty services in our stores. Our menu varies by location. Please visit Sephora.com/happening to see what’s available in your local store.
Q: What age do I need to be to receive a Beauty Service?
A: Clients who are a minor must have a legal guardian review and compete waiver prior to a service.
Q: How should I prepare for my appointment?
A: For makeup services, think about what type of look you want to achieve and/or the colour palette, brands or products you want your Beauty Advisor to use. You may bring inspiration photos to your appointment. For all services, arriving with a clean face (no makeup) is preferred but not required.
Q: Who will do my service?
A: All of our services are performed by specially trained Beauty Advisors. Some of our Makeup Artist may also hold a cosmetology or esthetician license if required by the Province in which they practice.
Q: What do I do when I arrive for my service?
A: When you arrive in the store, head to the Beauty Studio area to check-in or advise any Beauty Advisor that you have arrived for your appointment. Before beginning your service, the Beauty Advisor will take you through a pre-screening safety questionnaire and ask that you sign a digital waiver. Clients who are a minor must have a legal guardian review and complete the waiver.
Q: What products will you use on me?
A: Your Beauty Advisor will tailor the products used during your service based on the look you want to achieve and your preferences. You may also request that certain brands or products be used during your service. The lash application can be an add-on with each service, with the purchase of lashes from Sephora. Lashes must be new and unworn.
Q: What if I only want to use clean, natural, or vegan products?
A: We have a wide selection of clean, natural and vegan products. Our Beauty Advisors will be able to recommend and use products that meet your needs.
Q: What do I do if I am unhappy with my service/look?
A: If you are unsatisfied with your service, we want to know! During your service, please advise your Beauty Advisor of any points of concern you may have. If you are still not satisfied at the end of your service, please work with your Beauty Advisor and Store Manager, who can help address your concerns at the moment. If you have left the store already, please reach out to our Client Service Call Center: 877-SEPHORA (877-737-4672) or customerservice@sephora.com.
Q: Do I need an appointment?
A: To ensure that you receive an appointment on your desired day and time, appointments are strongly encouraged. Walk-in appointments may be offered in-store based on stores availability.
Q: How do I book an appointment?
A: The best way to book an appointment is by visiting or within the Sephora app by selecting the Stores tab at the bottom of the page. Our online booking opens 60 days in advance. If you need an appointment outside of that window, please contact your store directly to inquire.
Q: Can I request a specific artist or Beauty Advisor?
A: You may request a specific artist when you make your booking, however, it is not guaranteed. If reserving online at you may add your request in the booking notes or you may call your local Sephora store to notify them of your special request.
Q: What is your cancellation policy?
A: We understand that plans change. If you need to cancel, please do so at least 24 hours in advance so that we may accommodate another client looking to book an appointment. You may be charged a fee if you cancel within 24 hours of your service or do not show up without cancelling.
Q: What will happen if I am late for my appointment?
A: We will hold appointment times for 10 minutes. If you are running late, please call the store to let them know.
Please note that the end of your appointment time remains the same, and the Beauty Advisor will do as much as they can in the remaining allotted time.
Q: How do I cancel or modify an appointment?
A: You may cancel or modify your appointment through Sephora.ca, the Sephora App, by calling the store or via text message, if you opted in for appointment text reminders. On Sephora.ca or in the Sephora app, you will find your reservation details in your Beauty Insider account. Select Reservations > Select the appointment you want to cancel or modify > Select Cancel or Reschedule.
If you opted in for text message reminders, you will receive a text message confirming your appointment upon booking and a reminder 24 hours before your appointment. To cancel, reply 2.
Q: Can I change or upgrade my service once I get to the store?
A: If we have availability! Please discuss with your Beauty Advisor in store before the start of your service.
Q: Can I book for a group?
A: If booking a group online, you will need to book each person as an individual appointment. You may also contact your local Sephora store, as they will be able to assist you.
Q: When do I pay for the service?
A: For paid makeup services, Payment is taken in-store upon completion of the service.
Q: What is your refund policy?
A: We do not offer refunds on fees for services already rendered, but if you are unhappy for any reason, please reach out to our Client Service Call Center: 877-SEPHORA (877-737-4672) or customerservice@sephora.com.
Q: Do I earn Beauty Insider points on services?
A: Yes! For paid services, you will earn points on the service fee and any products purchased. For minimum purchase services, you will earn points on any product purchased.
Q: I am a Rouge client – do I get free makeovers?
A: Effective January 1, 2020, Rouge members no longer receive complimentary Full-Face Makeover services. Please see Beauty Insider Terms & Conditions for the most up-to-date overview of benefits.