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Hi! I went into sephora the other day I was looking for a new foundation and eyebrow products. When I arrived I was wandered around for about 20 minutes and not one employee approached me. I stood there and waited for someone, and tried to approach someone, only for them to look at me and turn around a walk into the back room. I got fed up and just grabbed my two products and tried to get out as soon as possible. When I got home I noticed I had grabbed the wrong shade of eyebrow pomade from Anastasia. It was directly behind my desired shade and because I was so frustrated I didn't bother to check. Because I live 2 hours away from the nearest sephora, is there any other way I can return this product?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi faithf5,   So sorry to hear about your store experience! Regrettably, the only way to return or exchange the product would be to return it to your local store. Th... see post
Where are the mods...?
I know I've been away for a while, but did I miss some memo? What happened to the mods? Diana, Melissa, Kevin, Laura, Mia, Randee?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
There are new mods about (myself included)! You'll see us around ;) see post
When I go online my points or my recent purchases won't update. How do I fix this?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mindyyarrrrbs,   I'm sorry to hear that continues to happen! I'll send you a private message to assist you with this.   Always, Danee see post
Why doesnt my VIB status show when I leave reviews? All I see is my nickname.
I know this sounds like a silly question but I couldnt find an answer. Thanks for your time and help.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi PalomaFoster,   Sorry for the confusion! Next time you leave a review, you should see the option to add your status manually. In the "About You" section below the... see post
Almost a month and still no refund/customer service reply on my return by mail?......
I received a gift card for my birthday in June, ordered online, and wasn't able to make it to a Sephora to return the item--so I figured it would be easiest and fastest to just mail it back. I had never used this method before, but I have with Nordstrom and it was extremely fast. I watched USPS Delivery Confirmation for the item and it said "Delivered, To Agent" in JOPPA, MD on July 16th. So I thought, ok, a few more business days and I'm sure I'll get confirmation on this. I didn't. So I use the Contact Us form to let them know....no reply. I use the Contact Us form again. Still no reply. So I call on July 26th and the woman said it could take another couple of weeks to even receive the email confirming that the refund took place. I asked if I would get any confirmation that the process will even begin, and she said no, that I would just receive notification once it actually happens. So.....basically I just sit here and wait.....it's now August 12th, and every time I check my email it's just about new products and never anything to do with either of my submitted questions on the Contact Us forms.   Who would ever return by mail when this is what happens? I could have gone into the store and gotten the refund immediately (or the store credit since it was a gift card)   Very disappointed in this return-by-mail aspect, and mostly the lack of communication. I wouldn't mind waiting if there was some kind of confirmation that my returned item was received and that it was at least in process. I usually am very patient and understanding with company policies, and I've had wonderful in-store Sephora experiences....but this is pretty outrageous for a return to take a month and I do not recommend returning by mail.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kairissa,   I'm so sorry for the inconvenience! Typically, our returns can take up to one month to be reflected in your account from  the time you send them in - ... see post
A website error made me order twice.
Hi, I went to make an online order online, and i clicked confirm to allow the order to process, but instead i had an error report saying my billing information was incorrect, so I went through it again, and confirmed and it said the same thing, so I just gave up after a couple tries. Then later on; I look at my online banking and it said Sephora had recieves two shipment orders from me. I have recieved no email of conformation, no order confirmation on the website and have spent too much money, I find this upsetting and would like a refund on one of the orders.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FelixLavey,   The additional transaction amounts from Sephora.com that you see on your credit card or debit account are temporary authorizations from failed order... see post
Unsuccessful authorization
I placed an order with my credit card last night, aug.12/2015 and I went through fine but this morning I checked the status and it came up as unsuccessful authorization. It's gone through on my credit card as well. What happened with my order? And will I be refunded my money?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi whitebarbie,   I can assist! I'll send you a PM soon with more information. Also, I have edited your original post to remove your order # for your security.   ... see post
YouTube/video button doesn't work anymore?
We used to be able to use the youtube/video button to the right of the photo button on the toolbar located on the top of the text box, but for the last few months it constantly says invalid link.   Is this ever going to be fixed or is it no longer a usable feature? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi etscore1,   I am going to reach out to the appropriate team about this to see when it will be fixed! I will reach out to you again once I hear back.   Always,... see post
still haven't received my order
Hello! I still haven't received my package ordered on July 29th!! UPS says my package is delayed due to an unforeseen situation. I have been waiting for several days but there isn't the latest tracking information anymore. What can I do now? Please help! 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi parsley123,   Sorry to hear about that! I'll send you a PM shortly to get a little more information.   Take care, Stephanie see post
Problems with Nickname
I set up an account and made a nickname. But my BI card was not linked and customer service helped me with that but when I tried to log back in to check my messages it said that I had to reset my password and my nickname wasn't linked to my account so I had to create a new one. And now I can't view any of my messages from that nickname but they are both linked to my email so I keep getting emails saying I have messages and I can't check them.   Also my beauty points weren't transferred from my last purchase even though I gave them my email. I'm going to be really upset if this is going to happen every time I purchase something.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MidnightA,   I am going to send you a private message to get a little more information from you.  see post
Beauty insider rewards and changing my birthday
I have two beauty insider cards, I am currently only using the VIB one but there are still points in the other account that I would like to transfer to my current account. Additionally, for some reason the people in the store can't change you account birthday but it won't let me change it and I've even attached it to my facebook page.   Can anyone help me out???
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BecksMUA,   I would be happy to assist you with linking your Beauty Insider accounts as well as updating your birthday! I'm going to send you a private message no... see post
Epic Rewards
How do people usually go about scoring a 1,000 point reward? Does anyone know what time they became available last year? 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nicole2381,   We recommend checking our Rewards Boutique on Monday August 10th during our business hours which are Pacific Standard Time. Thanks and good luck :) ... see post
can someone please help me link my online and in store accounts?
Someone contacted me about doing it, but I never got a response. Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mandles123,   It looks like Zanna recently sent you a private message to assist you with this. She should get back to you within the next 24 hours :) If you would... see post
How long will the epic rewards be available for?
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nicole2381,   The epic rewards will be launching on Monday, August 10th and they will be available while supplies last!  see post
What time on August 10 will the Extraordinary rewards be available?
Is there a specific time the Extraordinary rewards be available on the 10th? Wondering as I live on the West Coast and am worried I'll have a disadvantage. Also, how limited are the rewards for the 1,000 point items?
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BEAUTY WHIZ Whittybanter / BEAUTY WHIZ BEAUTY WHIZ / replied
Does during the day mean day time and not very early morning? Thanks for your response.  see post
Charged double for 500 point gift
Hi, I was at the RooseveltField mall today at the Sephora inside Jcpenny and I picked up one 500 point gift which was the gift bag with small samples. I went to check my points balance and I am -290 points. In my beautybag it shows as if I claimed this gift twice,which I do not understand because if I did not have sufficient points for an item I would be told so. I had 710 points and only claimed one 500 point gift. The cashier asked for my card a second time because she believed it did not go through,but I am guessing when she swiped it again she did not realize she was deducting a whole nother set of points.I didn't receive a receipt in the bag because as soon as it printed out the cashier crumbled it up,so I assumed it was not necessary to receive since I was only claiming a gift and not making a direct purchase. If somebody could rectify this situation for me I would appreciate it.    Thank you
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mariol24,   I'm so sorry that happened! I am going to take a look into this and private message you once I am done.   Always, Danee see post
remove beauty insider profile info ?
can someone please help me remove my beauty insider profile info?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi junee15,   I am going to send you a private message to get a little more information from you.  see post
I can't register for the Beauty After Hours event
I recently became a VIB Rouge and received an e-mail about the Beauty After Hours event. I opened the e-mail as soon as I got it and tried to register right away, but every time I try to register it gives me the following message:   "Your entry doesn’t match any of our VIB Rouge members. Please try again."   I have 1134 points. I've been trying the past few days but the message keeps popping up.   Is there a reason for this message or is anyone else getting this message?
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SCENE QUEEN anitado / SCENE QUEEN SCENE QUEEN / replied
Hi Randee,   Thanks for the response! I'm located in downtown Toronto, so I'm not sure if the event is happening here as well? But either the Eaton Centre or Bloor Str... see post
Point Recovery
I have a reciept from a purchase I made at Sephora where I did not recieve points. Can someone contact me to add those points to my account? It is a decent number and I would appreciate being able to use them.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kansasmakeup,   I can help you with this! I'll send you a PM shortly to get more information.   Cheers, Stephanie see post
Does Sephora offer in Store pick up?
Does Sephora offer in Store pick up? I really hated when I checked online it said it is available in  near my  store. when I  actually came  to the store they did not have it . I wish sephora offer in store pick up . that way I don't have to wast my time to the store.  Especially she they launch new products, that way I can reserve the item. Do you agree ?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
At this time, we do not have specific plans to offer in-store pick up. Thank you for checking back though! see post
How to connect my VIB card to my online account
Hi! I have my VIB card for a while now but I don't see the option to connect my VIB card to my account online. I just created my online account not long ago. Please help!!!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi trangfig,   I can help you with this! I'll send you a private message. see post
How do I link my VIB card to my online account?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @stephaney,   I can link your VIB card to your online account for you :) I'll send you a PM.   Always, Danee see post
Does anyone know when/ how often "Sephora Favorites" kits come out. Im mad I missed the summer one!
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sarahameliar,   There are generally a few Sephora Favorites kits a year - not all are necessarily seasonal, so there isn't an exact schedule to go by, although I ... see post
Canceled orders, won't ship to my address anymore, possibly banned??
Here's my deal and I'm pretty upset about it and just looking for help as I have received very limited information from customer support via both phone and e-mail. After being a Sephora customer for many years, and spending $15,000+ over said years, I recently had orders getting canceled on me. The reason was stated on my orders page as "unsuccessful authorization", however the money was removed from my bank account via my debit card so that did not make sense to me. I called and was told it "might be a billing address issue" but no, it's not. Today I finally got a e-mail response that say's there are multiple people associated with my shipping address (yep, myself and my husband) and they have made a "business decision" to not ship to me anymore. I am astounded and extremely confused. Am I banned for spending too much money Sephora? Anyone else go through this or have any ideas what is happening or why? It may sound crazy but Sephora is part of my happy place and if I cannot order on-line I am going to be beyond upset. Please can anyone help me understand what is going on and how to fix it?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi blonde78,   I am looking into this for you. I will be in touch with you as soon as I have more information. :)  see post
Unsuccessful authorization & canceled orders, help!
Alright, I'm hoping to hear from a mod because my e-mails are going unanswered (yes I checked my spam folder) and the phone call I made to Sephora resulted in a beauty advisor being utterly stumped as to why this issue was happening. So I have been getting orders canceled the past few days on both my account and my husband's account. It states the cause as a "unsuccessful authorization", BUT Sephora is still removing the money from my account, to the tune of almost $400 now in orders I guess I should not expect to receive. I am using the same debit card I always do. My billing address is correct and has not changed. I live in the US. It is not a corporate or business card. This is a pretty big deal as I paid the money for items I will not be receiving and who knows how long it will take to get the money refunded to me. Also, how am I going to order from Sephora.com from now on? I need a specific gift for my Mom in a week and if I cannot get it on-line I will have to make a three hour round trip drive to a Sephora to get it. Help please!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Okayletsgo,   I am going to send you a private message to get a little more information from you. see post
the wCan't select a shipping Country and VIB Rouge
Hello, I lived in the US before but now I live in Japan. I know Sephora ships to Japan (barring some products) but when I try to check out, the box where I select country is greyed out and will only let me choose the US. However, it doesn't tell me if some of the products are unable to ship or anything.   Also, when I was in the US I had a VIB Rouge card. Is it possible to link that to my online account now?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi schumie,   When you have the items you would like to purchase in your basket, you will need to click on "international shipping" when you are checking out and the... see post
Returns?ng in
So since everything Sephora sells in price, ranges from $25-$100+ I like to experiment with the makeup that I buy; and the majority of my makeup that I get I make sure I WANT it 100% because I buy it, try it, see if its the thing I want most and then when I finally have come to a conclusion I return it and I do it ALOT. Im starting to feel guilty about all these returns.    So I ask, is there a return limit at Sephora?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi harveygirl,   For information on the return policy or return limitations in Sephora stores, I recommend reaching out to your local store directly for more informa... see post
Can I add points to my account from a previous purchase?
Hi!  I recently purchased some items in-store and did not give my account email. Is there any way to add those points into my account? 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi as002,   Yes we can add the points for you now! I will send you a PM to help you out with this. see post
Lost Package?!
I have placed an order on June 25th and was provided with a tracking number, it shows on the Canada post website and Sephora that my package has been successfully delivered on July 2nd (10 days ago). Yet, on the Canada post website it does not show that anyone has signed the delivery (noting that i live in a condo, so the concierge is obliged to sign the package delivery), and I have checked with the concierge a billion times and there's always proof that I did not receive anything since I have to sign that I've picked up the package from the concierge.    Where is my package?!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi 4seel,   I am sorry that it has taken so long for us to get back to you! Let me take a look at this and I will send you a private message regarding what I find. see post
Can I add points from purchase?
Hi,   I recently went shopping at Sephora and forgot to give my email to collect the points from my purchase. I was wondering if I can still redeem the points?    Thanks, Nishu
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kangaroo94,   I can assist you with this! I'll send you a private message now. :)   Always, Danee see post