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Customer Service
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Too Faced Everything Nice
I just tried to purchase the Everything Nice palette because I didn't want to risk it going out of stock if I waited for the sale, and it's already OOS!!! Please tell me I didn't wait too long, will Sephora get more in stock?  The closest store is about 2 hours away, so I get 90% of my Sephora purchases online.  
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vgomez82
vgomez82 / NEWCOMER / replied
I'm hoping it comes back, I mean, it is part of the holiday collection and the holidays have only begun!  see post
Justine321
I've spent over 350$ this year, why does my status say I'm still a Beauty Insider?
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Justine321,   I can look into this for you. I am going to send you a private message to get a little more information from you. :)  see post
haleykaym
Can someone help me with linking my VIB card to my online account?
Thank you!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi haleykaym!   I can assist you with this! I am going to send you a private message to help!  see post
lovemesomerain
paypal and sephora
Will Sephora ever offer to have paypal as another source to purchase their items? thank you
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Inse
Inse / NEWCOMER / replied
You are a genius, thank you so much for sharing this, thanks to this information I was able to place my order.   see post
Koofa
Can we PLEASE consider letting us use multiple coupon codes + multiple gift cards?
I know this topic has been brought up already, but with F&F & all the other Beauty Insider discounts coming up this holiday season, I'm starting to feel some kind of way.. Are our voices being heard? If not, where can I go to make these suggestions?   I don't think it's fair that we can only use 1 promo code per order. I want to be able to use discount codes along with promo codes for other beauty treats. I don't want to have to make a decision between the two. I think we should be allowed at least 3.   Also, gift cards. I don't understand why we can't use more than one per order. I get several gift cards from different apps that I use, surveys I take, etc. I don't understand why we're limited to only one. I know we have the option of calling in and doing it over the phone (or so I've heard), but I like to earn points with ebates, swagbucks, etc. for my online purchases, so that kind of defeats my whole purpose.   Can someone tell me if they're at least considering these things? I know people have been complaining about it for forever. Seems Sephora is so behind the times when it comes to these issues.
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sjpayne
BEAUTY GURU sjpayne / BEAUTY GURU BEAUTY GURU / replied
You may not have the issues I had.  It may have been coincidence, it may have been because I've done it before.  I posted my experience in part to vent, and in part to ... see post
claudia2870
Would like to know how to link my vib rouge card to my online sephora account:
If anyone could help me with that I would truly appreciate it!   All the best,   Claudia Spoiler (Highlight to read)    
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi claudia2870 -   I'll send you a message now to get additional information from you to link up your accounts! see post
kenzie018
combining points?
Hi, I was wondering how to transfer points from one of my accounts to the other?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@ loveofmakeup111 -   I'll send you a message now to link up your accounts! see post
RachelDW
Someone Using My Points
I've noticed on my account that someone has been redeeming my points and using my account in stores I have never been to. I have only shopped in the Knoxville, Tn stores or online, and like to save up my points for larger gifts. Is there any way I can try to get this looked in to?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RachelDW,   I'll send you a message now to look into this! see post
kbmatthews
BI points - Canadian online purchases
Could a mod please PM me please? Looking for a solution to update my points since they've been calculated in USD not CDN, and I've gone though my purchases to figure out the difference I'm missing.   Thanks!
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kbmatthews,   I just saw your PM to me & will be responding shortly :)  Sorry for the delay!!   xo, Mia see post
alexiis
returning used products?
i've heard people say in reviews that they've tried something & didn't like so they will be returning it. so.. you can return a product once you've used it? does sephora just toss it then?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Makeupdiva,   I'm sorry to hear that the product is not working out for you!   Please contact your local Sephora Store http://www.sephora.com/store-locations-ev... see post
Rebecca0405
Kat Von D. Lock It Foundation in Shade Light 42?
Not trying to be redundant here but does anyone have any updates on when Shade Light 42 will actually be back in stock, any definite date yet? Already signed up for the email notification, just hoping to get a specific date if available.   Thank you in advance for any feedback available.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rebecca0405,   We currently do not have any updates yet:( We're sorry for the delay and inconvenience.  see post
CWu717
Bliss Fabulous Foaming Face Wash
Hi, I was wondering if the Bliss Fabulous Foaming Face Wash was available in the large size (15.5oz)? The biggest one I see online is 6.7oz. I am currently using the 15.5oz & was hoping it would still be available.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CQu717-   I checked our inventory and the size is no longer available and we do not have any scheduled delivery dates to replenish that size!:( I hope that this i... see post
YoriMei
Tracking number not working
***EDIT: Fixed, thank you for looking though.     Hi, recently I placed an order on Sephora on Sunday and received an email last night with a tracking code. However, when I checked the email and clicked on my tracking code, it isn't working even though I'm in the USA. What should I do?    
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tdotgirl01
Points and beauty bag
Hi there, I recently made a purchase at sq 1's sephora. I returned my smash box contouring set and got the lancome blush subtle palette as well as a make up forever lipstick. This was on Friday October 17th, 2014 and it has not updated. Just curious when I can expect both the bag and the points will be updated. I did give my beauty insider card at checkout. I paid an addition $19 as a difference. Your help is appreciated. Thanks in advance.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oh goodness, sorry! I meant to say I'll be sending you a private message with more info. :) Please check your messages when you have a free moment!  see post
Ang3licdejen
Ordered From Sephora- Item Missing
I recently ordered from Sephora. I just received my parcel. There are two mistakes: 1. They sent me the wrong color for an item 2. I am missing one item from my order.   Please advise how to handle the 2nd part as they never shipped the item yet its on the packing list.  
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there! I'm sorry about that! I'm sending you a private message to help.    Cheers!  Kevin  see post
adriana1215
Damaged product, great rouge customer service, used promo code
I ordered the Bare Minerals Main Attraction set for my sister since she loves their products. It comes in a little vanity box with a mirror. The mirror on mine was completely shattered. Luckily it had tape covering it or the makeup items might have been damaged as well.   it was my first time calling the Rouge customer service line. I was surprised at how quickly my call was answered. The rep was able to offer a reshipment of a new set and explained how I could send back the one I have.    I thought about what I've read here lately about Rouge members wanting to feel more special and receive more bonus items, and how Sephora staff has instructed us to ask for extra things.    So I crossed my fingers and asked if I could add the ROUGEDIOR deluxe sample palette to my replacement shipment. She said yes! I was very surprised and glad I made a request!    Thankfully I'm waiting to give this as a Christmas gift and don't need it immediately. I'm excited to have the mini Dior item for my trouble. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi adriana1215! I'm sorry your order arrived like that but that definitely was nice of them to include the deluxe sample.  Please do keep in mind that it is not somethin... see post
audreyness
Deactivation.
Hellllo! I just wanted help deactivating my sephora account, because I already have another one. Thanks!
see post
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi audreyness! I can help with that. I'm sending you a private message with more details.    Cheers!  Kevin  see post
beautylove27
If I never received my birthday gift from Sephor's,if I go to a store 6months later?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beautylove27! If you were unable to redeem your gift, the store may be able to help! Go ahead and give them a quick call or just ask them the next time you are in the... see post
Kaysetina
Q. not receiving emails
It's been 3 months since I was told this issue was fixed (my email was "reset") but I am still not receiving emails, VIB or regular Beauty Insider. It's been over 9 months in total since I noted I wasn't receiving emails, please help! Thanks, Sephora! Christina __________________________________________________ _ My previous message in May: Hi Sephora CS Team, I have not been receiving my VIB as well as regular Beauty Insider emails for over 6 months now. I called the VIB hotline to fix this and was told there may be a 2-4 week waiting period for my account to reset, but I am still not getting emails.. that was March. Can you please help me fix this? I've missed every promo except Chic Week. Thank you!
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sheilaga
SCENE QUEEN sheilaga / SCENE QUEEN SCENE QUEEN / answered
A. I have not been getting my emails either since August of 2013.  I finally realized there was a real problem in December when I got an email to review my status and my em... see post
sofia1110
Beauty points missing
The other day I went shopping at sephora in jcpenney I didn't have my card with me and use my email instead. I'm not sure if the girl put it in right or not but I don't see the points showing up in my account or purchase history. I went back to buy something else yesterday and this time I got my card on me and scanned it. The points from this purchase shows up right away. So I'm not sure what happened to the earlier purchase from sephora inside jcpenney. Perhaps the checkout girl got the wrong email. Is there anyway for me to fix this I still have my receipt. Thank you so much. 
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sofia1110,   I can take a look at the purchase for you :)  I'll send you a message to help!   xo, Mia see post
rosieehh
Can I still receive my points?
I made my first purchase at Sephora yesterday and I forgot to give them my email. Is there anyway possible I can receive my points with my receipt?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rosieehh,   Yes!  I'll send you a private message for all of the necessary info.  Please take a look when you have a moment :)   xo, Mia see post
unblownkisses
PTR 24K Gold Mask?
Is the mask going to be sold individually any time in the near future?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi unblownkisses,   I wasn't able to find an individual PTR 24K Gold Mask in our system, but stay tuned... we receive new products weekly, so you never know!   x... see post
symphonized
Order never processed, but was charged on account
I recently tried to purchase an order, but my card was not being accepted (most likely because it was a debit card, and I realize that error on my part).   The problem is, my bank account was charged the money, and while it is only in pending, it is still frustrating that I am unable to use this amount of money for a failed order attempt.   I was hoping there is a faster process to getting this order perhaps cancelled or what not to expedite the process of getting the pending transaction cancelled.   Thank you.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi symphonized,    Attempted orders will have the funds in a "pending" mode- they will not go through but can take 3-7 business days to reverse, depending on your f... see post
newandaddicted
My private messages don't work...I don't know why.
I've been told repeatedly that members are unable to send me PMs.  Is there anyway to fix this?  I called the 800# and was told they can not trouble shoot BT over the phone.   Can someone please help?   Thanks
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carrieloulou
BEAUTY GURU carrieloulou / BEAUTY GURU BEAUTY GURU / replied
I have this issue as well!  I did have mine turned on.  I tried turning them off, logging out, logging back in and turning them on.  At that point I PM'd a mod.  But nev... see post
doogida
about using VIB online
Hi, I received a VIB card but um.. I was wondering why it's not showing up on my online account.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi liuyi! I am sending you a private message to help.    Cheers!  Kevin see post
Cassmckenzie
Beauty Insider Points
Im from Canada, and when i went shopping at Sephore in the US i didn't receive my points, Is there still a way i can receive points for my purchase?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cassmckenzie! Sure! I am sending you a private message to help.    Cheers!  Kevin  see post
kso1225
Laura Mercier Caviar Quartet
Is this item ( Item 1642404 ) out of stock permanently or will it be restocked?  Could it still be available in stores or was it online only?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
No problem! see post
ErinJane
points
Hello - i was just wondering - I live in Australia and am currently on holidays in the state of which i am making the most of the many Sephora stores - spending nearly $1000 in 3 weeks! I have signed up to Beauty Inside after all these purchases were made, i was wounding is it possible to add the points would have earned anywhere online? I have my receipts still. And when Sephora eventually opens in Australia will the points be able to be honoured there? I really don't know much about the whole program!  i Signed up mainly to ask questions to the sephora community! any advice you could offer would be great! thank you!
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ErinJane
SPECIAL GUEST ErinJane / SPECIAL GUEST SPECIAL GUEST / replied
Thankyou! I have just sent you the email! Also - am i supposed to have  a card for this program, or do i just give my email address in store?   see post
tayytayy345
Q. Wrong email address
I put my beauty insider card on the wrong email address, how can I change the email that it is on to my current one?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Tayytayy345, That's all right! I can help you with that. I will send you a message on Beauty Talk. Thanks for your patience and I look forward to speaking with yo... see post
LindaBS
Q. Return without receipt
I recently bought the Clinique rinse off foaming cleanser. I used it twice and it made me break out and gave me an incredibly dry skin.   Even though I used it twice and I don't have a receipt, can I still return it?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Linda, You can return your gently-used products to any Sephora retail store without a receipt within 60 days of purchase for an exchange or store credit. :) -Laur... see post