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Combining BI accounts
I need some help in merging my two separate Beauty Insider accounts. Thank you very much!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Xlmena,   I would be happy to help you with this. I'm going to send you a PM now. Thanks! see post
New Anastasia Bevery Hills Glow Kit
I ordered the new glow kit from anastasia on sunday but in my order it says "email me when in stock" will i still get the glow kit or will my order be cancelled?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi pereira97,   It looks like your order was successfully placed and should ship out soon. You will receive an email notification with your tracking number once your... see post
Are there problems with your website today? Every page I see has a duplicate overlay of part of the page on it. What gives?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi yarbell444,   I'm sorry about that! We are not currently experiencing any issues on our end, so it sounds like you may need to update your plug-ins, or clear the ... see post
ordered online first time and both the shipments got stolen :(
hi 2 of my orders have been stolen when they delivered on Beth Feb as it was around 6 clock pm when the office is closed for the day and then there was the weekend so when i went back there where no shipments and when i had called to SEPHORA to check they had said that may be theses some error and wait T3 days. then again on Beth i filled a complaint that they are lost but still there has been no reply on the investigations still now. They were my first SEPHORA orders :
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi missfunky92,   I'm sorry to to hear your orders have gone missing! I'm going to send you a private message now so I can look into this for you. Thanks! see post
Credit Card Being Charged But Sephora says "Payment error - your payment could not be processed"??
I have double and triple checked my credit card number, CVV, and my billing address. They are all exactly correct and yet I continue to be denied by Sephora with " Payment error - your payment could not be processed ". This is extremely frustrating and I have never had problems with this credit card. 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ashdash49,   I apologize for the trouble you're experiencing with your payment information! I'm going to send you a PM now so I can look into this for you. Thanks... see post
Waiting for my Parcel
hi there, i am waiting for my parcel since 4/5 days now. on the app it said wait for your parcel 3 days if it says delivered, i am very curious now because i dont know where my parcel is. please help.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MakeupDiva90,   I'm so sorry you have not yet received your order! I'm going to send you a PM so I can look into this for you. Thanks! see post
promo code EYEPICK2 trouble
hello! I made an order today and used the promo code EYEPICK2 but I only got one sample when must be two (including the eye cream) please, can somebody help me? sorry I speak spanish, my english is not good. Thanks!  Spoiler (Highlight to read)    
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi carolinabarrera,   Thanks for reaching out! Regretfully, there is a known error with this promotion code as it is only allowing you to select one and we apologize... see post
Unsuccessful Authorization
Hi, I have trouble with my order, I see the deduction on my bank account but then when I check the order it says  Unsuccessful Authorization.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Tig88,   I will send you a private message shortly with more information. Thanks!    Best Wishes,   Janean see post
Unsuccessful Authorization
Hi, Yesterday I ordered online from Sephora. Today when I checked the order, it says "unsuccessful authorization". What could be the problem?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @TyEl,   I will send you a private message so that I can help you with this. Thanks!    Best Wishes,   Janean see post
Payment with paypal (international customer)
Dear customer support, Why is paypal not an option when I'm a international customer?
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SPECIAL GUEST MissKimmiii / SPECIAL GUEST SPECIAL GUEST / replied
Hi Janean,   Thanks for your reply but that's not really an answer to my question. It's no fun being an international customer and not being able to use paypal or get... see post
The Beauty Board UnNude Lip #Sweepstakes
  Discover why neutral lips are y our new everything. Enter for a chance to win the UnNude lip #Sweepstakes, and you could be the proud new owner of a Kat Von D lip vault and more prizes!   To enter, upload your UnNude lip look to The Beauty Board  (on the Sephora App or at http://www.sephora.com/gallery/ ) between 12am PST Thursday, February 2, 2017 and 11:59pm PST Thursday, March 2, 2017. To be eligible, be sure to tag your photo with at least one lip product and include #Sweepstakes in the title. Luck favors the share-happy, so enter once every day to increase your chances. Winners will be selected randomly from all eligible entries.*   * No purchase or payment of any kind is necessary to enter or win this sweepstakes or to receive a prize. Odds of winning depend on number of entries received. Void where prohibited. Open to U.S. residents (including Puerto Rico) 18 or older and the age of majority. Must have a Sephora.com login and nickname to enter. One entry per person per day. Winners selected by random drawing to receive one of following prizes: 1 grand prize (APV $860; Kat Von D Lipstick Lip Vault and UnNude Lip Bundle, $500 Sephora gift card) and 5 runner prizes (APV $120; Kat Von D UnNude Lip Bundle). Sponsored by Sephora USA, Inc.      See official rules >
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AshleyAwesome / NEWCOMER / replied
#Sweepstakes #HudaBeautyMattelipstick see post
UNSUCCESSFUL AUTHORIZATION
Hi, i have just ordered some items in sephora.com. However, i have received an email which state that the order is unsuccessful authorization because you were unable to confirm the payment. I have no idea why you cannot confirm and receive the payment? Since i have never face this case before. Thank you. 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @eugeniat,   I'll send you a private message shortly to further assist you. :) see post
no samples in online order
just received my online order today and I had added a few samples but for some reason they did not arrive in my order. I have ordered online before and never had any issues , I'm just a little bit confused? 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ashleyb0809,   I'm so sorry your samples were missing from your order! I'm going to send you a PM now so I can further assist you. Thanks! see post
Unsuccessful authorization
I ordered from Sephora didnt recieve an email saying my order had been shipped, so I went to my account and found the order status to be unsuccessful authorization, what is the problem on that ?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Franzcine,   I'll look into this then send you a PM with more information!   Always, Danee see post
Unsuccessful Authorization?
Yesterday I purchased some items and this morning I received an e-mail from Sephora saying my order was cancelled because you were unable to confirm the payment information. I have no idea why and I want to know which details you couldn't confirm, especially because the payment went through...
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mariapias,   I'm so sorry for any inconvenience caused! I'm going to send you a PM now so I can look into this in more detail for you. Thanks! see post
One of the items missing from the set I ordered
Hi, I have just received my package and when I opened it I realised that one of the items from the set I ordered (Omorovicza travel set) is missing from the box. It's the spray one, but everything else is there, even all the samples and GWP that I ordered. I don't know if the spray fell out somewhere, somehow, or they just never put one in this set, even though there is the empty slot for it. I've attached the picture of the set. Could you please help me with this. Thank you!
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SPECIAL GUEST tuffyb / SPECIAL GUEST SPECIAL GUEST / replied
Thank you so much! see post
Linking VIB card to Sephora account
I'm not sure how to link my existing VIB card to my online account.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mel96,   I can assist you with this! I'm sending you a PM now.   Always, Danee see post
Coupon code "EYEPICK2" not working properly?
I'm trying to use the coupon code "EYEPICK2" for a purchase over $25 that is supposed to include a Lancome concealer mini AND an eye cream mini, but the selection screen keeps giving me an error saying that I can only choose one sample, so I can only choose a concealer OR an eye cream mini. Is this a bug with the coupon code?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lydiab123,   Yes, there is an issue with the EYEPICK2 promotion. I apologize! I've reported this to our technical team and they're working on fixing the issue. In... see post
Q. Returns?
I wanted to return a couple items from an order I made online. Not sure whether to mail them or go to a free standing Sephora, though it's extremely far. The card I used to place it has been canceled and replaced, so how do I go about getting a refund?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi captaainleese,   I'm sending you a private message with more information!   Always, Danee see post
I did not receive my samples!
I did not receive my samples at my last 2 orders. Any suggestions?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi penny846,   I'm so sorry to hear that you haven't received the samples you were expecting in your last two orders! I'll send you a private message shortly to furt... see post
How do I link my Beauty Insider card to my account?
I have a VIB card that i belive is linked to another account but i dont remember the email for it. Is there any way I can switch it to this account
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Morganreefe,   I'll send you a private message shortly to further assist you.  see post
How do I delete my account??
I would really like to delete my account, please help!!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @KrisArtery,   I will send you a private message in regards to this shortly.    Best Wishes,   Janean see post
Delete account
Hello, Can one of the moderators please help me delete this account?   Thanks!
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KrisArtery / NEWCOMER / replied
Hi, I would also like to delete my account please. Any help would be appreciated.  \ see post
My account says i have 0 points
My beauty insider card online says i have 0 points but in store it says i have 400 or more points by now so i need help getting my points to show up 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Glenda28,   I will send you a private message so that I can help you with this. Please check your messages when you get the chance. Thanks!    Best Wishes, ... see post
Change my birthday
How can I change my birthday to a March 25,1998 I have it under my moms not mine. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MaddiH,   I've updated your birthday to April 1st for you!   Always, Danee see post
how can i delete my sephora account?
i forgot i had this one and made another one, and now i don't need this account. can someone help me delete this account?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi wongsamanthaaaa,   I'm sending you a PM to assist you further!   Always, Danee see post
#YesSephora Terms and Conditions
  Social Media Content Use Agreement   PLEASE READ THESE CONTENT USE TERMS (“ TERMS ”) CAREFULLY. THEY CONTAIN IMPORTANT TERMS THAT AFFECT YOUR LEGAL RIGHTS. WHEN YOU MAKE A SUBMISSION TO SEPHORA ON A SITE OR PLATFORM TO WHICH THESE TERMS APPLY (A “SITE” ) OR SEND THE HASHTAG #YESSEPHORA TO SEPHORA, YOU ARE CONFIRMING THAT YOU HAVE AGREED TO BE BOUND BY THESE TERMS.   Here are the highlights of the Terms (but please read the full Terms below):   You own the photo or other Content (as defined below) that you submit. Nothing in these Terms changes that.   You are giving SEPHORA a license to use the Content on/in SEPHORA’s social media accounts, marketing communications/materials (e.g. apps, e-mail), and websites.   You are also giving SEPHORA a license to use your name and image and other biographic material in conjunction with the Content.   If any third party has any rights in your Content (e.g., someone else took a photo or appears in a photo), you represent and warrant that you have all the rights and permissions needed from those third parties to grant SEPHORA the license to use your Content in accordance with these Terms and nothing in the Content is inappropriate or defamatory.   You are releasing SEPHORA from any liability arising out of its use of the Content as described in these Terms and you promise not to sue SEPHORA for such use.   Please review SEPHORA’s online Terms of Use, located at http://www.sephora.com/terms-of-use , and Privacy Policy, located at http://www.sephora.com/privacy-policy , both of which are incorporated into these Terms by this reference. Without limiting the generality of the foregoing, these Terms grant SEPHORA usage rights in and to your Content that are in addition to (not in lieu of) the usage rights contemplated in Sephora’s online Terms of Use, and the DMCA complaint process set forth in the online Terms of Use apply to your Content.  In the event of any conflict or inconsistency between these Terms and the online Terms of Use, these Terms will prevail, govern and control.   You represent and warrant that you are at least 18 years old.   You represent and warrant that the Content you submit is accurate.   You represent and warrant that (a) you own and control all rights, title and interest in and to the Content or that you otherwise have all rights, permissions and consents necessary to post and use (and authorize Sephora USA, Inc. and its affiliates, agents, representatives, licensees and assigns (collectively, “ SEPHORA ”) to use) such Content (including, but not limited to, the right to use names, images and likenesses of any third party referenced or appearing in the Content); (b) you have all rights necessary to provide SEPHORA with the license and rights set forth in Section 5 below; (c) you have complied with all applicable laws and regulations associated with acquiring and/or producing the Content; (d) all "moral rights" that you may have in such Content have been voluntarily waived by you and you do not require that any personally identifying information be used in connection with the Content that you submit, or any derivative works of or upgrades or updates thereto; and (e) all Content that you post is accurate, non-enhanced, unaltered and unfiltered. For the purposes of this Agreement, “Content” means photographs, text, graphics, video, moving images, sound, illustrations or any other materials (including any associated metadata or location information), as well as all names, images, likenesses, personas, profile information from third party social media platforms (such as Instagram, Twitter, and Facebook), social media handles, biographical information and statements of you and anyone else shown (collectively, “ Content ”).   You hereby grant to SEPHORA a nonexclusive, royalty-free, worldwide, perpetual, irrevocable and fully sublicensable and transferable license to use, reproduce, communicate, copy, modify, edit, adapt, publish, translate, create derivative works from, distribute, broadcast, stream, post, combine with other materials, publicly perform and publicly display the Content, in whole or in part, on the internet or in new media (including, without limitation, on SEPHORA’s social media accounts, on or in any digital platforms of SEPHORA (including websites, apps and e-mail), and on third-party websites and apps) for any purpose, including for promotional and publicity purposes without notification to, or permission from, you or any third party. For purposes of clarification and not limitation, (a) this license includes, and you expressly consent to, SEPHORA’s right to use and publicly display your name, image, likeness and persona; and (b) nothing in this license transfers your ownership of the Content to SEPHORA. Nothing in this license requires SEPHORA to use or publish your Content in any specific way or on a specific platform or use or publish your Content at all, and all Content is subject to selection and curation by SEPHORA in its sole and absolute discretion. Further, SEPHORA may decide to only use part or portions of your Content. You will have no approvals over the final use of your Content and you agree that SEPHORA is not responsible for any unauthorized use of Content by third parties. If SEPHORA chooses to use or publish your Content on the Site, it will be deemed to have been posted at your request.   Any statements, remarks or claims contained or depicted in your Content will reflect your honest views and experiences. When referencing or depicting brands, products or services in your Content, you further agree to disclose any material connections you may have with SEPHORA or other third-party brands or sellers (such as if you are an employee, paid blogger or recipient of free products/services). You also agree to provide supporting information or documentation related to these statements, remarks, claims, views and experiences at SEPHORA’s request.   You understand that you will not be paid for SEPHORA’s use of your Content as described in these Terms.   You agree to take any actions (including execution of documents) reasonably requested by SEPHORA to effect, perfect or evidence the representations and/or licenses and rights set forth in these Terms.   You agree that you will not submit Content that: infringes any patent, trademark, trade secret, copyright or other intellectual or proprietary right of another; is, or would reasonably be considered to be unlawful, harmful, libelous, defamatory, obscene, pornographic, indecent, vulgar, lewd, suggestive, hateful, racially or religiously biased or offensive, violent, harassing, threatening, abusive, tortious, inflammatory, fraudulent or otherwise objectionable; displays, describes or encourages the use of a product or service that could be offensive, inappropriate or harmful to SEPHORA or any other person or depicts the use of a product in a manner that is contrary to any instruction or warnings relating to the product; impinges upon or violates the publicity, privacy or data protection rights of others; violates any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising); is submitted for compensation or other consideration from any third party; contains information about people other than yourself, or contains addresses, phone numbers, email addresses, websites or other contact information; harms minors; or makes or includes false or misleading statements, claims or depictions.   Without limiting the foregoing, you agree that in conjunction with the production of your Content, you have not inflicted emotional distress or abuse on other people, have not publicly humiliated other people, have not assaulted, stalked or threatened other people, have not entered onto private property without permission, have not impersonated any other person or misrepresented your affiliation, title, or authority, and have not otherwise engaged in any activity that may result in injury, death, property damage, and/or liability of any kind.   SEPHORA may reject and/or remove any of its uses of your Content in its sole discretion.   You Content represents fair, accurate, and truthful depictions of what is represented, and specifically: (a) any products depicted are the actual products, without any enhancement, alteration, or additional ingredients; (b) any products depicted were used in conformity with the instructions on the packaging; (c) any demonstrations are depicted without any special effects or any other method which would enhance or alter the performance or appearance depicted; and (d) the Content is a fair representation of the actual performance and appearance of the products as shown in the Content.   Your Content is not confidential or proprietary and SEPHORA has no obligation of confidentiality, express or implied, with respect thereto.   To the fullest extent allowed by law, you agree to release, discharge, defend, indemnify and hold harmless SEPHORA and its employees, contractors, sponsors or any other person acting under SEPHORA’s permission or authority, from any liability, demand, claim, damage, judgment, cost, loss, expense and obligations of any kind (including reasonable attorneys’ fees), arising out: (a) use by SEPHORA and its designees of the Content, any information you provide in connection with the Content, and your name, social media platform user name, performance, image (including, without limitation, any social media profile photo) and/or likeness for advertising, publicity, promotional and trade purposes; (b) your violation of any term of these Terms; (c) a breach of your representations and warranties set forth herein; (d) your violation of any law or the rights of a third party (including, without limitation, any copyright, property, right of publicity or privacy right).  This indemnification obligation will survive the termination of these Terms and SEPHORA’s use of the You further agree to waive any rights to injunctive relief you may have in connection with these Terms.   These Terms, including the SEPHORA online Terms of Use and Privacy Policy and any other policies or agreements expressly incorporated by reference herein, constitutes the entire agreement between you and SEPHORA in relation to your Content. If a court finds any provision of these Terms to be unreasonable or unenforceable in any respect, you agree that these Terms will nonetheless be enforced to the maximum extent to which they are found by the court to be legally enforceable.   These Terms will be governed by applicable federal law and the laws of the State of California, without reference to its choice of law rules. Nothing herein will be interpreted as a waiver of SEPHORA’s rights to the Content under federal and state common law and statutes (such as rights of public domain and fair use).   *** End of Submission Terms ***
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wumsyumude / NEWCOMER / replied
#YesSephora. Thank You see post
Trying to add my birthday gift to my cart
I'm trying to add my birthday gift to my cart but it's not letting me check out and says it can't be shipped to my location but I've brought tarte things from Sephora before and they have shipped perfectly fine to my location please can someone help ? I'm a customer from the uk ?
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SPECIAL GUEST Zara158 / SPECIAL GUEST SPECIAL GUEST / replied
Okay so I've tried to add the other gifts to my basket to see if they would work but they don't either so does that mean I can't redeem my birthday gift with you guys ? ... see post
Returning a gift?
Hello, I just received the Estee Lauder Modern Muse Le Rouge To Go Gift Set as a gift but I would like to return it. I have not used any of the products and they remain in the packaging that I received them in. I do not have a receipt and I do not know when the item was purchased. The Sephora site says that it is an online exclusive and limited edition but it is still available for purchase. Would I be able to return this item in-store for cash or store credit? Thank You!  
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @saltedpeaches!   We suggest contacting your local Sephora store for more information. Additionally, the person who gifted it to you can provide you with the orde... see post
Dissappointed!!!
can someone plz contact me !!!  I talked about my missing and broken items yesterday but nobody is getting back to me-!!! Im extremely dissappointed on the customer support!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @makeuplovaah,   I have sent you a private message. Please check your messages when you have the chance. Thanks!    Best Wishes,   Janean see post