My BeautyTalk Profile
Who's Online / 15,567 users
Customer Service
Showing results for 
Search instead for 
Do you mean 
No samples in order
I received my order today and none of the three samples I'd chosen at check out were in it. I've had a sample missing before or one of them replaced, but this is the first time all of them were missing. What could be the reason?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi big10beauty,   I'm sorry to hear that! If samples are missing altogether it's usually a fulfillment error at the warehouse level. I'll send you a PM. see post
Package missing
Sephora has sent me an email saying that the package been shipped. However it has been 3 days and the package has not been delivered or Canada Post says the tracking number does not exist. Where is my package?
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI @Taylor97,   I'm sorry to hear that! I'll send you a PM soon. see post
unsuccessful authorization
placed an order and transaction was successful through paypal, but now it is "unsuccessful authorization", can you update me on what that means or what will happen now? Do I get a refund if it doesn't pass? and when? How can you not send an email with instructions or updates.
see post
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Megalith,   I will send you a private message with more information in regards to this shortly. Thank you.   Best Wishes,   Janean Sephora Facebook Tea... see post
can you return something even though it isn't in store anymore?
Let's say your friend bought an item for $35. They give it to you  but you don't actually like the color. You mean to come back to the store and return but forget. After a month or 2 later you go to the store and see that the item you bought isn't sold at the store anymore. Can you still exchange/ return it? 
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi makeup1592837,   Our Sephora stores will still be able to accept the item even if it it's not sold anymore. However, I do recommend contacting the store, prior to... see post
Return Product for Store Credit
Spoiler (Highlight to read) I purchased a foundation on Oct 22 2016 that I just cannot get to work with my skin. I no longer have the receipt but it went through my beauty insider account. Will I still be able to return this product, even if it is just for store credit? I purchased a foundation on Oct 22 2016 that I just cannot get to work with my skin. I no longer have the receipt but it went through my beauty insider account. Will I still be able to return this product, even if it is just for store credit?  
see post
Aly711 / NEWCOMER / replied
Thank you for the quick response. I will do so tomorrow. see post
SEPHORA POINTS
I recently purchased a product from Sephora without using a card/or giving my email address. Is there a way to redeem the points from the receipt?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sj1130,   I can assist you with this :) I'm sending you a PM now.   Always, Danee see post
Hi, how do I change my birthday to Nov 16?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi STIL,   I've updated your birthday in your account for you! You may need to log out and log in again to see your new info listed. see post
How do I change my birthday to February 5th?
I accidentally put my wrong day of birth and I am trying to change it to my real birthday (.02.05.2001). How can I change it?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emmyanger,   I've updated your birthday to February 1st for you! Always, Danee see post
Wrong email linked to my beauty insider account
Hi,   I got a beauty insider card last summer in Sephora store and made account here on Sephora just few minutes ago.  I think the card I have is linked to a wrong email.  My account does not show how many points I have and I  forgot my card when I was shopping at Sephora the other day and the cashier did not find my account with my email.   How can I fix this ?   Thanks! 
see post
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Bergtorah,   I will send you a private message so that I can help you with this. Please check your messages shortly. Thank you.   Best Wishes,   Janean see post
I ordered a skincare product qualifying for double insider points and didnt recieve them
  I ordered a skincare set  online qualifying for the  skincare double points offer that's going on till 1/22 but did not get the double points 
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi eela21,   Generally speaking for most of our point-multiplier promotions your bonus points will show up within 24 hours from the time of purchase. So if you just ... see post
Damaged product
I just purchased the tartiest pro glow online and received it in the mail but when I opened my package, "lit" was cracked and the product was everywhere. What is the process of receiving a new one asap?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi marycambridge,   I'm sorry to hear this item arrived damaged! I'm sending you a PM to help.   Always, Danee see post
PLAY! By SEPHORA Box Versions: Your Questions Answered
Hi PLAY! by SEPHORA subscribers,   Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!   Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.   Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.   Q: How does PLAY! by Sephora decide which products to send to subscribers each month? A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.   Q: What if I don’t like the products I received in my box? A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home. OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or playhelp@sephora.com.   Q: What is the PLAY! PROFILE and how do I update my information? A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.   Q: What if one of the products in my box is broken, damaged or missing? A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at playhelp@sephora.com. We’re here to help!  
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @AshleyNM123 and @dylanwright123 !   Since you subscribed at the beginning of January, you should receive your first boxes in February. see post
Q. Can I get my birthday gift in advance?
My birthday is in July but I already know that I will not be in the states for the whole summer, therefore I'm wondering whether I could get them before I leave...( Actually it's also fine if I could get them after I'm back but I really love that tarte blush & wanna use it during summer, so I'd love to get my hands on it earlier! )
see post
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Snowe524!   Regretfully, you won't be able to redeem your birthday gift online earlier than two weeks before your birthday and two weeks after your birthday. Alth... see post
My order still has not come
So I ordered 1 week ago and it said it would take 4 days to get delivered at my house now i am getting very curious because it has been 6 days and it still has not come. My tracking information says that IT IS STILL IN PROGRESS. Its been like that for 3 days already and I am getting frustrated about that. I hope sephora can help me out about this because i have been waiting forever 
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi xoxmikaaa,   I'm so sorry to hear you haven't received your package! I'll send you a private message in just a moment to help.   Always, Danee see post
VIB confusion
When I shopped  in store and made a purchase I received a Sephora VIB card but when I log into my account online it tells me I need to gain X amount of points before becoming VIB. Why is it like that?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Daggg,   It looks like your BI card is not linked to your online account. I'm sending you a PM to help you link the two together!   Always, Danee see post
i have a vib card that i got in store and i was wondering if there was any way that i could get it linked to my account ):
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I am closing this thread. If you have a similar issue, please create a new thread under the Customer Service board or you can send me or any of the other mods a PM. Than... see post
OnTrac Lying about delivery??
My tracking information shows that my package was delivered at my front door, however the package is no where to be found anywhere around the house... I've done some research on OnTrac deliveries and seemed to me that they are not really adequate in delivering packages or in customer support. Anyone got that issue too? And if you have the same situation happened to you, did Sephora refund or resend your order?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BallerinaJulia,   I'm sorry to hear you haven't received your order! I'm going to look into this for you then send you a PM to assist you.   Always, Danee see post
Broken Palette
I ordered the Kat von d monarch palette Wednesday after seeing it back in stock and received it Friday afternoon and when i opened the box two of the pans had been cracked (wrath of course the one i was most excited for) and the corner of entomology was cracked i did press them back in as best as i could and still used it today and i'm in love with the palette, my first time ever having a broken palette after ordering tons online but i'm more worried if they can replace it? it got pulled back off the Canadian website so not sure how that works. 
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SephorasAustin,   I'm sorry to hear your palette arrived damaged! I'm sending you a PM to assist you with this.   Always, Danee see post
How do I link my Beauty Insider card to my account?
I signed up for a rewards card at my sephora store, but it shows that I have 0 points and nobody ever told me that I had to sign up online in order to get emails with deals so I did not make an account until recently. I don't see an option for me to put in card information so how do I link them?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Closing this thread to further comments! If you need assistance linking your accounts please create a new post on the Customer Service board. Thanks! see post
VIB question
while looking at the benefits for the VIB status, i noticed it said " free shipping 1x" and i was just wondering what that is and how to use it.
see post
madelinestearns / NEWCOMER / replied
hey, could you also tell me? see post
whats the best face primer
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi andraalpert,   I'll be happy to recommend a few face primers based on your skin type and concerns! Can you please reply with your skin type (sensitive, normal, co... see post
Unsuccessful Authorization
Hello,  what do you want to say  Unsuccessful Authorization? Thank you.  
see post
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Loida25,   Thanks for reaching out to us! I'll send you a private message in a little bit to help you out. :) see post
Recieved a broken palette
I was really excited to get the new Smashbox Ablaze palette, but since it's online only, I ordered it over sephora.com for once. I paid for 3 day shipping, but when it finally arrived, the palette had Dark Horse and Torch both completely shattered. The powders got into the other shadows too so the whole thing's a makeup tragedy. I also got a Lancome card with foundation samples, and I'm not sure how, but I guess it exploded and the foundation got all over the card and on some of my other items. I'm really disappointed because I was really looking forward to testing Ablaze out. If someone could help me sort this out it would be very much appreciated. Thanks in advance <3
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @eileenblue,   Sorry to hear about this! I can see that you have been assisted already. Feel free to send me a private message if you need further assistance with... see post
Need help with color match on Kat Von D foundation.
I currently use Make Up For Forever. If given the color shade i use with my current foundation, are you able to color match that to tge Kat Von D foundation?
see post
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sarahfunsize,   Thanks for reaching out to us! Sometimes there aren't exact shade matches between brands, but we are always more than happy to help you find a sha... see post
beauty insider card and account
hi there i got a beauty insiders card in the store, they asked for my email.. but when i made an account on the website it doesnt show my points(though i know i have some) how do i add the card i have to my account?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi stephii89,   I'm sending you a PM to assist you with this!   Always, Danee see post
Gift Returns
I just wanted to reach out to other Beauty Insiders and staff regarding an issue I've had with trying to return a gift. Are we all in the same boat here? Let me start by saying, Sephora has a great return policy when I am the purchaser myself. But the gift refund system is obviously unfair. I do not have a Sephora store within reasonable distance of me, and I do not feel like I should be punished because I received a gift from Sephora. I have the online order receipt from the purchase, and the back CLEARLY states "FOR GIFT RETURNS: If you are returning a gift and do not want the refund to go to the purchaser, before mailing the return, please call 1-877-SEPHORA to set up the gift return under your account. Your refund will be in the form of an online credit...." However, I have called and spoken to two different staff members who have told me this is incorrect information, and the refund is REQUIRED to go back to the purchaser's original form of payment. WHY IS THIS PRINTED ON THE BACK OF RECEIPTS IF IT IS FALSE INFORMATION? And more importantly, if Sephora just wants the money for the purchase, why am I unable to simply receive store credit (which would then require to make another purchase within the store)? The rep then went ahead to tell me that I can try to get a gift card in replacement in the store, but it is up to the discretion of the store manager. So no, i'm not getting in my car to drive an hour to likely be told I can't receive store credit for an unused gift purchase. I am SO done with Sephora.
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @nattygirl,    I'm going to send you a private message. Please check your inbox when you have a moment. Thanks!   Best, Mali see post
Can I update my birthday on my account?
I need to change it to Jan.27th...
see post
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Book233,   Thanks for reaching out to us! I'll send you a PM shortly to help you out. :) see post
Change my birthday on Sephora
love Sephora!!
see post
oreillyyy / NEWCOMER / replied
I am having this same problem. I registered my birthday as January 26, but it's actually June 26. How do I fix this?? see post
Made a Large Skincare Purchase 1/8/17 - Point Adjustment?
I made a purchase on January 8th that included mainly skincare, I also used my 10% VIB coupon during that purchase. January 10th rolls around and I see there's a 2x skincare promo now!   I was wondering if I could get a point adjustment done online, or would I have to go in store and figure it out?   I'm just worried if I go in store to return/rebuy the 10% would not be valid anymore.    I think some of the items also shipped ground so I'm not sure when it will get here - I was going to repurchase but I wanted to see if there was anything that could be done on Sephora's end that might make this a little easier so I don't have to go through the whole return process in store or rebuy an item.    Let me know if you need any further information! Thanks so much!
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@jinxski, you're welcome! :)  see post
Returns in store - just for store credit that cannot be used online??
Hi,   In the past, I have been able to return gifts to Sephora stores (with gift receipts) and received a Sephora gift card in exchange, that could be used in stores or online.    Yesterday, I returned a Christmas gift (with receipt) and received a store credit that can ONLY be used in Sephora stores, NOT online at all. I didn't realize it at the time, because I had never heard of that, so I didn't ask the sales associate for clarification.    Is this a new policy?? If so, it makes me VERY unhappy. I did not select these items for myself, and now to be limited to the products that my local store has in stock is ridiculous. Some of the products I like are only available online, and I would like to be able to order them with my Sephora credit!!    If someone could please explain the reasoning behind this, I would appreciate it. If my sales associate somehow made a mistake, I would like to know how to fix it. I still have the receipts from the returns.    Thank you!
see post
BEAUTY PRO atr3810 / BEAUTY PRO BEAUTY PRO / replied
Hi Mali,   Thanks so much for this information! I'll go by the store and get it switched. If I run into any problems, I'll let you know!   Thanks again! see post