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Customer Service
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thaniabun
Q. VIB EMAILS
When I log into my account it says IM a VIB, but I haven't received any Sephora emails besides the ones to confirm an order in months, I check my spam folder and added sephora to my contacts but nothing.  I made a new email address and changed my account to the new one and still nothing I haven't gotten any emails letting me know IM a VIB or promos or anything. Is there anyway I can find out about VIB offers and promos so I don't miss out?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Thaniabun,   I am so sorry that you have not been receiving our VIB emails! I will send you a message to help and to research this further. Thank you for your pat... see post
DaryaDrychak
My order from November 15th still hadn't been shipped. When it'll be shipped?
My order from November 15th still hadn't been shipped. When it'll be shipped? I need it before December 10th, will it arrive by then?
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Jamie23
Combining accounts
Hi, I would like to combine my accounts. I have a VIB account in store, and I made two online. How can I combining those accounts? Will my points be combined as well?
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NatalieM11
NatalieM11 / NEWCOMER / replied
Hi Melissa,    I need to combine my accounts as well.    Thanks, Natalie see post
Gina303
Having trouble placing my order online, please help
Hi, I am trying to place an order with you guys and I am having some difficulty doing so. I am an American living in Japan. So my items would be shipped to Japan. I am trying to order 9 things and like 5 of my things say “item can’t ship to your address” I am really unsure about this, because I am not shipping hazardous goods like perfume or alcohol/spray bottles. If it helps at all, I am trying to order:   1 Urban Decay Naked palette (the original one) 1 Nars eyeliner 1 Nars lipstick in Cruising 1 Urban Decay lipstick in Naked 1 Urban Decay lipstick in Fiend 1 Too Faced Lipstick in Spice Spice baby These are the items that won’t go thru.   The Bite Lipstick in Pepper says it’s okay and will ship just fine and the Too Faced Chocolate Bar palette will go through too and the holiday bag. I really hope you guys can help me. This is a small little Christmas order for myself, have been sort of waiting all year to order this. And will be my first 2 palettes ever. So I’d really like to receive these things. Can anyone help me? If it helps, I already have every thing in my shopping cart and all my shipping info and payment info is already on my Sephora page. Please help me someone. : )  
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Elaineelam84
Cancelled Order
"Unfortunately, as one or more of your items was out of stock, we had to cancel you order. We will be replacing your order soon if able...The new order will be shipped express shipping at no additional charge to you."   Before I got this email, I reordered everything after it was cancelled. Does this mean I'm going to be charged twice if they do replace my order? I'm hoping they don't replace it but if they do, how can I cancel it?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Elaineelam84,   We're so sorry about that! If you were able to successfully place another order, you will only be charged once seeing as the previous order was ca... see post
SweetCanadian
Lack of Shipping Number?
I placed on order on November 14th, and received a shipping notice a week later. However, whenever I check my order status online, it still says in progress? I am a VIB Rogue, and I know you guys have had an influx of orders but I would expect that when I get a shipping notice that there is a tracking number. And that the order would not take more than a week to arrive since I live just outside of the Toronto area.
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Robyn,   I'm sorry that your order has been delayed! It looks like it already was shipped and is on its way to you. Once your order arrives at our border facility... see post
jennawoo
My package still hasn't shipped as of today (Friday), and I'm leaving my home for a week on Tuesday.
Hello,    I know there has been an influx of orders and I completely understand. I only write because it's coming a bit down to the wire for me. I placed a several part order on November 16th. All of the packages but one have been shipped and have arrived, so thank you for that! My concern is that my one remaining order hasn't even shipped yet, despite the last Customer Service email I received stating it would be delivered by Monday, the 24th. I leave my apartment for a week on Tuesday the 25th, and I really don't want to leave it on my doorstep to be rained upon or stolen.    Can you post or PM me with a shipping update?   Thank you!
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jennawoo
SPECIAL GUEST jennawoo / SPECIAL GUEST SPECIAL GUEST / replied
Hi Zanna,    I got one PM from you asking for my order number, and I responded immediately. I have yet to hear back from that message.   To make matters stranger, I ... see post
stephob
Can't add VIB birthday gift
I am placing an order but can't get my VIB birthday gift to add. It is still my birthday month and I haven't used the offer yet.
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI Janie,   It looks like your order has been sent to fulfillment with your Birthday gift inside. I'm glad that you were able to add it and hope you will enjoy your ... see post
SiteNo8
missing part of order
I received most of my VIB order today. I ordered 2 of #1651082 Advanced Brightening Deluxe Wild Rose Trio, but there is only 1 in the box. Please send the second as soon as possible?   I also have to say that the packing job wasn't great. The #1648955 Nudestix Giltylove Holiday Kit was open and the components tossed around in the shipping box. Perhaps it could have been wrapped to avoid damage? I paid $55.00 (CDN) for it, and I expected better care, although I realise it has been a very hectic order period for Sephora.    Thanks.
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Barbe,   I apologize that you order was missing one of Advanced Brightening Deluxe Wild Rose Trio . I invite you to call us at 1-877-SEPHORA (1-877-737-4672) so ... see post
Frimousse1710
"Sent to Warehouse" and "unsuccessful authorization."
  I placed 2 orders on Friday afternoon. One of the order's status says "Sent to Warehouse", but the other says "unsuccessful authorization." Do I have to place that order again?
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Miramond! :)   "Unsuccessful authorization" status means that your order was unable to be shipped. One of the reasons for that might be wrong billing information.... see post
j3ss26
Shipped to wrong address???
I just placed an order minutes ago and accidentally had the wrong address on there. I thought I had changed it, but that was the billing address. I want to know if it is possible to change the address at this point??
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jess,   It seems that you have already been helped by our Beauty Adviser. Let me know if you have any other questions.   see post
NikkiKristine
Will Sephora be selling more Bite Mix'N'Mingle Set?? So sad I can find it online anymore...
Will Sephora be selling more Bite Mix'N'Mingle Set?? So sad I can find it online anymore...
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NikkiKristine,   The  Bite Beauty Mix N' Mingle  is temporarily out of stock, and unfortunately right now we are unable to tell you when it will be restocked. Ple... see post
Birdkly
No samples?
Good Morning. I didn't receive any samples with my most recent order.  why is that?
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katezzz
BEAUTY MAVEN katezzz / BEAUTY MAVEN BEAUTY MAVEN / replied
Did they help you? I was offered 25 points instead. I will call them when I have some free time. if you haven't gotten response you can talk to the mod Anna, she replies... see post
sarzybarzy
Linking VIB card to this account
I called customer service over a year ago to link my card to this account and it never happened. Is there anyway I can do this?
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lanahanna
lanahanna / NEWCOMER / replied
Hi girls, same thing to me. I get VIB rouge but I cannot link it to my sephora account. So basically if promotions are sent out via emails (which I assume happening quit... see post
katezzz
no sample at all !
I hate to say this, but I am really disappointed again.   I am a VIB Rouge member which means that I can get free shipping every order. I could have separate all my orders and get three samples each time. Since I got quite a lot of products during the sale, I could have got a lot of samples.   However, I was being quite eco-friendly and I ordered several of my products in one order. And what happened to me is that I got no sample in that box at all. Even though, I selected those samples and they are printed on my receipt.   I hope this get solved and I can get a reasonable answer for why this is happening to me. Since I do receive another package right after this one and there are samples in that box, which means none of the sample were out of stock when Sephora people boxing this one for me.
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katezzz
BEAUTY MAVEN katezzz / BEAUTY MAVEN BEAUTY MAVEN / replied
As a matter of fact, I could have placed the order separately and get 3*the number of products of samples and what I get instead, for being a nice person is just getting... see post
khamsa
Missing Samples... again.
I do hate to complain about something so minor as free samples, but if I didn't want to try them, I wouldn't order them, would I?    This isn't about missing out on -a- sample (like my previous order) my latest order had -no- samples whatsoever.      I'm really disappointed. Again. I don't always buy from samples, but it's a way to find new products and I was looking forward to trying all three of them. Substitutions I understand. A complete absence, nope.    =(   
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KAREN118
BEAUTY MAVEN KAREN118 / BEAUTY MAVEN BEAUTY MAVEN / replied
Happened to me as well.  I selected three and got none at all (not even substitutes). see post
Cosmicmuffin69
UPS marked as delivered but hasn't arrived
My order was scheduled to arrive yesterday and marked as delivered at 1:43PM, but when I got home at 4:30 it was nowhere to be found. I checked with neighbors and on the other porches. I'm afraid it was stolen. I've never had an issue with deliveries before. The package was my birthday gift, several other items, and an item I purchaed with 500 beauty insider points.  What if the package was stolen and UPS denies the claim? Will I get my items and the special gifts? I don't even want a refund I just want the product.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cosmicmuffin69,   I am so sorry to hear that you were unable to find your package! I'm going to send you a private message so I can resolve this for you! see post
gorbeh
Shipping fee refund please
Hi, I placed an online order on Tuesday morning (11/18/14) and selected 1 day shipping. The order just shipped this morning (Friday 11/21/14) and I want a refund of the shipping fees I paid since it's now going to arrive outside the promised 2 to 3 business days total delivery time frame. Can someone assist me? Thanks
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gorbeh
SCENE QUEEN gorbeh / SCENE QUEEN SCENE QUEEN / replied
Thanks so much! see post
jennnniferr
Missing package
Has anyone dealt with an unreceived package before? How long does it take them to investigate and resend the package? It's been 24 hours since I've called and filed a claim but have not received any update or email notification.This has got to be the longest time I've waited for a package to come from Sephora
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Cosmicmuffin69
Cosmicmuffin69 / NEWCOMER / replied
From what I've heard you have to wait 8 days for UPS to complete their investigation. My package was marked as delivered yesterday, but it's nowhere to be found. I'm afr... see post
Bradrey
VIB status
How do I connect my VIB card to my account? Thanks.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bradley,   I would be happy to help you link your accounts. I'm going to send you a PM so I can help you out with that :) see post
irisedjasmine1
When will we recieve the $20 off $50 card for 2014?
Does anyone know when the $20 off $50 Cards go out? I didn't receive my catalog or email for the 20% off sale so I want to make sure I get this card and if I don't get it in the mail is it automatically on my VIB card?
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NicoleS1123
SCENE QUEEN NicoleS1123 / SCENE QUEEN SCENE QUEEN / replied
I am also concerned I will not recieve my $20 off $50 coupon. I never recieved my 20% off discount via mail or e-mail and I never recieve catalogs. Thankfully I watched ... see post
barginbeauty11
Emails have stopped.
After getting rouge status I stopped getting emails. I still have my account saying that emails are suppose to be sent to me but they aren't. Is there a reason for this?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi barginbeauty11,    Sorry you haven't been receiving emails from us! I'll go ahead and refresh your email subscription to make sure you are getting all of our prom... see post
Liyao
incomplete mail
I order my Nars cheek palette with two 500pt rewards, my mail only came with 1 500 pt reward.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Liyao,   I am sorry that your order was missing some of the items. I am going to send you a private message to assist you further with this.  see post
RubyF
Q. shipping delay!!!
I have the same issue as most of the people posting, my order wont be on time (because of them taking forever to process) and I'm leaving the country for a month. I tried to cancel and they said they will reply to me within 24-48 hours just to let me know if my order was cancelled or not!   Awful customer service! If you promise to ship in 1-2 business days DO IT!! STOP MISLEADING CUSTOMERS!!!!
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. @RubyF - If you do not hear back within the quoted time-frame, please send me or one of the other mods a message and we'd be happy to follow up for you.     xo, Mia see post
AngieSz
Fragrance voucher
I purchased the bottled dreams fragrance sampler in July and have lost the voucher for a full sized bottled. Is there anyway to verify that I have not used the voucher and to issue me another one?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AngieSz,   I am sorry that you lost the fragrance voucher that came with the fragrance sampler. Unfortunately, the fragrance vouchers that come with the fragrance... see post
kateyez
Tarte foundation makeup
I have an empty tarte foundation makeup with Agent 08 on the back, what color would I pick ordering a new?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kateyez,   I think the best shade for you in Tarte's Amazonian Clay BB Tinted Moisturizer Broad Spectrum SPF 20 Sunscreen would be the shade Light-Medium. :)   ... see post
trishna87
I'm dissappointed in Sephora's service right now
I placed an order on the 18th, and I placed it in advance knowing that with my VIB Rouge status I should get it AT least by Monday the 24th, as I'll be leaving for vacation on the 26th. The products I ordered were things I was intending on taking with me on my vacation.   My order hasn't even shipped yet, and apparently there's no way to offer expedited shipping for free, even if it's not the customer's fault here. This is terrible and honestly if there are severe shipping/processing delays, Sephora should have added that as a disclosure when checking out, in prominent red bolded font or something. I don't see other companies having this issue, or if they do they offer refunds or expedited shipping for free. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi trishna87,   I am sorry that your order has not shipped out. I am going to send you a private message to assist you further with this.  see post
shawtygirl
I still haven't received my order it's been 2 weeks since I ordered it ,what's going on??
miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shawtygirl,   We sincerely apologize your order hasn't shipped. We are working as hard as we can to catch up and get everyone's orders to them so they can enjoy ... see post
kbmatthews
Extremely delayed order
I'm usually not one to complain about delayed shipping, especially when Sephora made it clear it was going to take 1-3 extra days just to process. I appreciated their honesty about that.    That being said, I have two orders placed on the 11th that still haven't been sent out. This is kind of ridiculous. That's 10 days ago!    I appreciate that Sephora gave us extra points for the regular delays (which I thought was perfectly acceptable), but this doesn't make up for this extreme delay.    Can something please be done about this?   Thank you.    
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kbmatthews,   We hear you & completely understand your frustration.  We aren't able to expedite the shipping methods at this point, however I'm going to send you ... see post