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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
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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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
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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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
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!
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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
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
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
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
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
Showlpy
Forgot to show beauty insider card for purchase
Hi I made a purchase this week, and I forgot to show my beauty insider card. Is there a way I can still receive the points for my purchase? Thank you
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Showlpy!   I can assist you with this. I am going to send you a private message to get a little more information from you.  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
Lafeth
Q. Sephora Favourites Perfume Redemption Coupon
Is there any intention of ever letting Canadians use the redemption coupons? We pay more for the samples and have none of the benefits that the US has.   Also with kits like the Formula X System, if you can't take advantage of the promotion online in Canada, why is it even advertised on the Canadian Sephora? Canadians miss out on enough products, samples and vouchers as it is.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Lafeth!    I am sorry that the voucher for the Sephora Favorites Fragrance Sampler set is not available for redemption in Canada.    I will forward your feedb... see post
rowenalauren
gift cards
why are we no longer able to use multiple gift cards online? i used to do this so i know it was possible at one time. what prompted the change to one card only?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rowenalauren,   We are able to accept up to 2 Sephora gift cards on our website. If you are having trouble using more than 1 Sephora gift card on our website, ple... see post
puts
JUst became VIB
I just became VIB So excited!!! Not sure if I am signed up for email Can you check for me? Also I cant seem to get into the chat when I click the advice tab at top of screen I am getting in today through an email that was sent with my order Please help me I enjoy reading all the chats but I am denied access
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi puts,   I just checked your subscriptions. You are signed up to receive all emails from us. I will send you a private message to assist you further with your othe... see post
Demure20
Why won't my tracking number work?
The tracking number from Sephora's website which links me to UPS does not work. 
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
No worries! I see that the other one was removed.  see post
kromance
Question about exchanges.
I purchased Nars light reflecting pressed setting powder couple of months ago, and used it for about a week. However, now when i go back to use it - i can hardly see any product on my brush. I feel like its not doing its job since i can't even see it being transferred on my skin let alone on my brush. I rather exchange and return it for a different setting powder (any suggestions?)   What is sephora's return/exchange policy when these kind of things happen?    Please Advise.  
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kromance,   I'm sorry to hear that the powder no longer works for you! I suggest contacting your local Sephora Store http://www.sephora.com/store-locations-events... see post
Tina2121
Out of stock item
hello I want to buy the to faced melted kissed Christmas set but it says its out of stock how do I buy it? thanks
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tina2121,    We currently do not have the item on our site right now but recommend you check back often for it to arrive back! You may also want to check wi... see post
meow123
Need help with email address
The main email address that I used with Sephora appears to no longer be active. My order confirmation and shipping notification were not received. I have another email address to which I would like to switch for Sephora emails. However, it seems I signed up with the other email address at Sephora a long time ago. How do I consolidate the emails so that I maintain my points and receive my emails?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Perfect!  :)  see post
Askenjuri
Sephora still messing up samples
Just got a package today and the E&J Nirvana White card thingie was in there, but no perfume.  Many others have complained about this, it should not keep happening.  I have Rouge status, (not that it's ever gotten me anything extra), but this is a basic, given to all service that Sephora can't fulfill.  Why am I spending so much money with you in return for lousy service?  Very, very annoyed.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Askenjuri! I'm sorry to hear that! I'm sending you a private message to help.    Regards,  Kevin  see post
TaniaT
Emails from Sephora
Hi, I am currently a VIB but i never get any emails from sephora! I want to start receiving emails from sephora.. Can someone help me!   (FYI in my setting I am subscribed towards the sephora newsletters)
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TaniaT, I am sending you a private message to help.    Regards,  Kevin see post
AprilSalcedo
II didn't get points for one item
Hello, so recently I was going through my old receipts and I noticed I didn't get points for a MUFE translucent powder. It's not showing up on my points but the other 2 items I purchased did. How is this possible?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
You're very welcome:)! see post
mags33
Canadian Checkout: How exactly are duties calculated?
I am trying to order something from Sephora using the Canadian checkout and for the first time ever, I noticed that my taxes were not calculated correctly. This has never happened in the past and I have no idea what triggered it this time.    However, I played around with my checkout and I found that I could remove/add items and every time, the taxes and duty amount rate would be different. In other words, sometimes it would be 15 percent and sometimes it would be 16 percent.    Duties aren't that complicated to figure out. It's usually roughly 18 percent. If I am being charged for duty, then the number is still too low. If it isn't duty that I'm being charged for, then it's just random extra money I'm paying on top of my province tax rate.    What's going on here? What are your experiences? 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mags33! Yes, Sephora now charges Duty with Canadian orders.  Duties can vary on a number of things such as the product itself or where the product was manufactured, e... see post
jsmann
is it true that sephora cancels orders?
Hi i read various comments about sephora "flagging" and cancelling orders of those who places multiple orders in a day or a few days span. is it true??  if so, why did sephora even make a free shipiimg perk and free samples perk in the first place if they were to punish their customers? i just find it so weird and would like to know if it is true or not. i love cosmetics and i tend to place multiple orders, dont get me wrong though, i dont make multiple orders to leach off the perks. however, sometimes after i make an order and find products that i like later the same day of the first order, i would go ahead and make another purchase.  let me know if this would make me a "flagged" customer.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jsmann,    If you make frequent orders you will not get banned or flagged. However, if these are super low value amounts or they ALL have promo's they can a... see post