BT Support Q&A
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Q. Sephora Play Box
I know birchbox allows you to "gift a subscription". Is that possible with the play box? Is there any other box around the same price point that is worth a present?
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Q. VIB sales
Hi! I'm a BI member now, and I am wondering if I qualified to become a VIB with a new order, will the 20%off promo code work on this order?  If it does not work, and I use my friend's VIB account to shop, can I transfer the points to my account? Thank you.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi clairewln,   You wouldn't be able to apply the promo to your qualifying order as you wouldn't technically be VIB when placing the order.   Additionally, per o... see post
Q. Split Shipping/Using the VIB Code More than Once?
Hi! I am wondering if it is possible to split up an order and have things shipped to different addresses. Normally I would just make separate orders, but I want to use my VIB code for it. Am I able to use it more than once?   All of the products I plan to buy are for me, but I am ordering some things as X-Mas gifts from my mom, and others I need soon.    
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi kaileighrose,   Good and bad news here! Bad news is that we do not have the ability to split shipments. Good news is that the 20% off code can be used multiple ti... see post
Q. Samples
I just place my order, but now I see a online offer that I like. Can I change my sample in my order?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Flowerlynn, Sorry! Once your order is placed we aren't able to cancel it or make any changes. see post
Q. How do I add my Beauty insider card to my online account?
How do I add my Beauty Insider card to my online account. My points are not on my online account, only on my card. Thank you!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi kal32,   I can combine the two together for you! I'll send you a PM to help out with this. see post
Q. How does the VIB Sale work??
For those of you who has shopped at Sephora during these sales please help me out..   I am wondering how the VIB Sale works for the one coming in November. I know VIBs get 20% off but like does it individually apply to each product ??say i have 5 products in my basket like a primer, foundation, mascara, lipstick and a palette,  will I get 20% of on each specific product like 20% off for the primer, then another 20 off the foundation, mascara, lipstick and palette or does Sephora just takes 20% off the total amount of the order??
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Casandra03,   I think we talked about this in another channel recently! We'll have to wait for more details about upcoming promotions to be sure, however, typical... see post
Q. Merge accounts
Hi, I have 2 accounts and would like to merge the points into one single  account . Is it possible to do it online? Thanks in advance.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi macamary,   Sure! I'll send you a PM to help you out with this. see post
Q. Giftcards Canada
I recently saw a header on the sephora.ca website that you can now redeem giftcards online! Has anyone tried using a giftcard in Canada online and did it work out? 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi shaykb,   That's right, the wait is finally over! We now accept gift cards on Sephora.ca - we're all rejoicing ;)  see post
Q. Purchase in store with my online account
Hi! I created an online account earlier and use it to purchase in store today. But there's no points showing up online after buying things. Anyone can help explain that?Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi annie0508,   It can take up to 24 hours from the time the purchase is made for the points to be credited to your account. If the points are not credited after the... see post
Q. Adding points after a purchase?
This week I went to Sephora. I didn't have my Sephora card and I told the lady this. She told me that I could add the points later, but I have no idea how.   Does anyone know if this true, and if so, how?   Thanks!
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Danotte / FRESH FACE / answered
A. I was told I had to call the number.  What's messed up is that the cashier asked me if I wanted to join after she rang me up.  I'm thinking she should've offered to sign... see post
Q. Losing VIB Status Online?
Hi there! I've reached VIB and got a card for a while. However, I just find that on sephora.com, my account still shows me as a Beauty Insider with no points at all. I tried several times to get my VIB on, but I don't know where it is :/.  I've never shopped online but I'm planning to do so. Losing all my points and VIB status bothers me a lot  Thank U
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Mic0w0,   I will send you a private message so that I can help you with this. Thank you!    Best Wishes,   Janean see post
Q. SEPHORA CHARGED ME 3 TIME!!! HELP
sephora charged me 3 times , i checked my bank account and i got charged 3 x times. i ordered online this morning only once and i got the confirmation email. however i was over charged for the other 2x extra. i am so angry i dont know what to do please help!!!          
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Gigix,   I responded to your previous post here:   http://community.sephora.com/t5/Customer-Support/SEPHORA-CHARGED-ME-3-TIME-HELP/td-p/2324950   Always, ... see post
Q. Will Jaclyn Hill's champagne pop be available ever again?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi macbby7,   If you're shopping on our US site Champagne Pop is still available! You can view it here:    http://www.sephora.com/becca-x-jaclyn-hill-shimmering-... see post
Q. Hi! I was 66 dollars away from being VIB! So yesterday i went to sephora and bought two things that caught my eye, spendingg about 55 dollar
Hi! I was 66 dollars away from being VIB! So yesterday i went to sephora and bought two things that caught my eye, spendingg about 55 dollars. so i was excited thinkinr i only had tendollars left to spend to be VIB!! But now i check my beauty insider points on rhe app, and it only counted one of the purxhases ( the smallest one ) and it says i have 52 dollars to go!! Whats going on? I don't want to have to keep spending and spending. Its a little unfair
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Deanna1394,   I'm so sorry your year-to-date spend and points were not updated for the second item you purchased! I am going to send you a private message so I ca... see post
Q. Unsuccessful authorization?
Hi, I made an order a few days ago and when I checked the order status it said "Unsuccessful authorization", can anybody help me please? 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Aleq92,   Sorry you are having trouble with your order. Please send me a private message with your order number and registered email address so I can look into th... see post
Q. Unsuccesful Authorization
What can I do? can somebody please help me in my order status? it  keeps saying "unsuccesful authorization" and i tried with different credit cards, but still nothing.
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saraat55 / RISING STAR / answered
A. Me too can you help me in my order status? see post
Q. Unsuccesful Authorization
Could somebody please help me! I have tried 2 different credit cards, and in both orders status were "unsuccesful authorization" , can somebody please could tell me what to do
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi abiveez,   I sent you a private message in regards to your orders! Please check your messages when you have the chance. Thanks!    Regards,   Janean see post
Q. purchase points wont update
Has anyone else had trouble with points not updating? It was fixed back in July but now my points will update sometimes and not other times. 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mindyyarrrrrbs,   Sometimes, it can take a day or so for points to update. I'd also recommend logging out and back in to your account, if you haven't already. If ... see post
Q. zero point?
I got my sephora beauty insiders card about a year ago, and have made many purchases, but my account online says I have no points, why?and is there any way to fix this?  
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Mandyvh,   Thanks for posting, I'm so sorry that it took us so long to get to this message! I'm going to send you a PM to help out with this, it sounds like you h... see post
Q. How could connect my VIB card to my online account. And would I be able to combine the points?
BEAUTY BRAINIAC juliaflute5781 / BEAUTY BRAINIAC BEAUTY BRAINIAC / answered
A. I am having the same problem, and would really love some help!! Thanks! see post
Q. How do i find out about my magazine subscription info To find out its shipped to the correct place?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi rosangela,   I would be happy to look into this for you! I'm going to send you a private message now so I can assist you :)  see post
Q. I don't have a receipt and it's not in my beauty insider purchases. Can I still return it.
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. HI tjean987,   I'd recommend calling the store - returns and exchanges are up to their discretion so they'll be able to give you a much more accurate answer. You can... see post
Q. WAKE UP SEPHORA!!!!!!!
THANK YOU SEPHORA!!!!!! I'm so grateful for receiving and email with the extraordinary redemption's date and time a few days before the event that way everyone has an equal opportunity and you can't hide behind your "computer glitch" excuse! I called at 9am because i have yet to receive an email and the nice lady on the other end of the "VIB concierge" line ( fancy word right? makes you feel special for spending thousands of dollars yearly) informs me that they will be sending them out shortly however the UD vault was all gone....... i don't comprehend?!?!?!?!? Why are you going to send me an email that advertises something you do not have? Last time i checked consumers are protected by laws and regulations against false advertisement! I am so disappointed and upset with this company and now i can see why they have such bad ratings. I don't want any of your points that you are offering to sweep this under the rug whats the point of them anyways? Not like i can get anything other then a deluxe sample! I have pro discounts to a few companies but i chose to stay with Sephore because of the point system and for moments like this when i will be able to redeem extraordinary gifts. I can not believe the store that i once loved and obsessed over could do such a thing! Sephora has the best customer service in store and on the phone but after hearing how they pick and chose how they reward has left me furious! It is unethical and unprofessional! I requested to speak to a manager and i hope my issue gets resolved because if it does not i will go as far as i have to, to get justice and to be heard!
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Q. Prom ?
So my Prom is coming up in about a couple weeks and i have never worn makeup before so this will be my first time. But i hear sephora is a good place to get it done.  && I was wondering how much it will cost to have my make up done ? How long it will take ? Do i have to make an appointment  ? Anyone's first experience ? I had an idea in mind (the picture below ? ) Will they do this for me if i show them.the picture ? Thankss 😄!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Jahzyy721,   I love that dramatic eye!    In regards to makeup services available at Sephora, 45-minute makeovers start with a minimum $50 purchase, and 90-mi... see post
Q. VIB member
I am an VIB member but my account in the website shows me as a beauty insider and also my points regards to store is 256 but in my account is -57. And for 15% sale April 14th I have not recieved any email or mail. Could you please check my account. Thank you
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HALL OF FAMER laurabt / HALL OF FAMER HALL OF FAMER / answered
A. Hi Jollymah, It sounds like you have 2 accounts, which I can link for you. I'll send you a message to get your info. :) -laura   see post
Q. tip the makeup artist?
I received a VIB offer for a complimentary 45 minute makeup session with an artist.  I've heard they don't work on commission, so I'm wondering if I should tip her?  I've never seen anyone else tip them in the stores but I don't want to commit a faux pas! 
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SPECIAL GUEST sunnybunz / SPECIAL GUEST SPECIAL GUEST / answered
A. I want to review my wonderful makeup artist but I dont know the link because I threw away ny reciept. Does anyone know it?   see post
Q. I wish there was an easier way to keep track of your hearts.
I come to this community pretty much everyday. Even if my hearts go up the slightest bit, I get excited. It is so difficult to track and see where those hearts came from by clicking each post. Does anyone have an easier way?
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HALL OF FAMER kevinbt / HALL OF FAMER HALL OF FAMER / answered
A. Hi AmyC! If you visit your profile page you can see who is giving you hearts and how many they are giving you.  It should also show you the individual post they gave you... see post
Q. Highlighting Brush
I watched all 5 highlighting and contouring videos but did not get a glimpse of the brush used for highlighting.  They showed the brush for contouring (75).  Can anyone help?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi KristenR1,   Since they use different brushes in different contouring videos, there are multiple options! I would recommend using the Sephora Collection Pro Visio... see post
Q. I made a purchase and added my Beauty Insider after the transaction
Hi, I made a purchase and decided to make a Beauty Insider after the transaction, and the girl said I could go online and use my receipt to add the points, but I can't find where to do that! Please & thank you!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi LoveAllis,   I would be happy to help you out with this! I'm going to send you a private message now so please keep an eye out on your inbox :) Thanks!  see post
Q. Get Points Back?
Hi I just registered for beautyinsider today after it was given to me 2 years ago and I noticed that I did not get points from that day I was given the card. Is that because I opened an account after all this time or because the account is not linked? I also recently made a purchase 4 days ago and was wondering if I can get points for that too? Sorry, not sure how this all works!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi MinniSoSo,   I'll check into your account for you and let you know what I find in a private message. If you do have two accounts I can assist you with linking tho... see post