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Wrong 500 points perk!
So I ordered the Bumble and Bumble 500 point perk, and instead got a Clinique point perk. Not even close, Sephora. However, it's labeled on the order form as Bumble and Bumble, so I don't think a store will accept it as a return, but I don't want to be out 500 points.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nikki,   I apologize for the error! I'll send you a message regarding the perk included in this order. see post
Being negative on points if redeemed...
Hello,   I have a question. Lets say i have 100 points and then i redeem them but then i find myself not loving my product, without using it, when i return it i will be negative points because i redeemed them correct? Example: my product was $39, I will become -39 correct?
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Miranda88 / NEWCOMER / replied
I thought so =) Thank you for confirming it. see post
How to recover gift card with a balance
I used a gift card on a recent order and had a balance remaining on it. Unfortunately my gift was thrown out accidentally, is there any way the card info could be retrieved using my order info? Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LCResz,   So sorry that this post fell between the cracks! I received your message regarding this and have requested more info :) see post
Q. Points?
Hey I was just wondering how I get "points" on Sephora.com. Thanks
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HALL OF FAMER tenngal / HALL OF FAMER HALL OF FAMER / answered
A. You receive one point for every dollar spent on merchandise at sephora.com or in Sephora retail stores. Every time you accumulate 100 points in your Beauty Bank, you can... see post
Merging accounts?
s there a way to merge BI accounts? I found 2 cards in my old wallet that don't match my acct number online and am curious if there are points and if I can combine. Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sonjas88,   I would be happy to help you combine your two accounts for you! I'm going to send you a private message now so I can get a little more information fro... see post
beauty insider card
I have had a beauty insider card for over two years now and just decided to make an online account. However I didn't realize that now my online account isn't synced up with my physical beauty insider card. How can I combine them? Without calling customer service please.
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absgrace332 / NEWCOMER / replied
Same problem for me, I know I have more than 600 points on my card but my online account says I've only got 135. Wish it were easier to combine them. see post
VIB Rouge
Do I receive something in the mail for reaching VIB Rouge status?  Am I supposed to be getting a card or something?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi obssionisreal,   You should have received a Rouge Welcome Kit if you just recently qualified! I'm going to send you a private message now so I can look into this ... see post
Q. Cant use Store Credit Online
Why cant store credit be used online ? I dont understand, the money goes to Sephora regardless, and there are so many items that are online only. I know i cant be the only one that hates this, it makes me sooo mad becuase i hate going to store when i can place orders online from home. but then if i ever return something without a receipt i get stuck with store credit that just sits in my wallet forever. is sephora ever gonna change this ??
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SIGHTSEER ametaldiva / SIGHTSEER SIGHTSEER / answered
A. I totally agree! I am VIB and I am on a limited budget atm with health conditions and can't always drive 30 minutes or more to a Sephora to spend a $150 store credit. No... see post
How do I link my Beauty Insider card to my account?
I made a purchase in a Sephora inside JCPenney around 2 weeks ago; however, it shows online that I still have 0 points. Is there a way to link the card to the online account? Thanks
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Xan,   I'm sending you a message now to obtain additional information so that I can link up your accounts. see post
I need my beauty insider card connected to my online account please!
I was given a beauty insider card with my last purchase at sephora in the store, she took my name and birthday but did not take an email. I need to link my card to my account please!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tortor64,   I would be happy to link up your two accounts for you! I'm going to send you a private message now so I can get a little more information from you! Th... see post
missing samples
Hello, I recently placed two orders and got the packages today. However, I am missing three samples that I requested along with the order, but there were on the invoice. Would I still be able to get them?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nicoleyq,   I'm so sorry about that! I'm going to go ahead and send you a private message now so I can help you out with this! Please keep an eye out on your inbo... see post
I forgot to show my BI card, I still have the receipt, am i able to redeem my points?
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EllaN,   I'm sending you a message now to help out with this! see post
OnTrac Shipping?
I am highly concerned that my package is being shipped through OnTrac instead of UPS. I've had tracking issues with UPS, but seeing the yelp reviews on OnTrac scares me. Is Sephora trying to save money by doing this? It already concerns me that there is no estimated date/time of arrival. Maybe it's too soon to tell, but I'm wondering why not UPS?
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SashaRocket / NEWCOMER / replied
HI! I'm live in San Diego in downtown! My order come have to be at my home 20 of may, and now its 26 of may? Why? It was my first time! where is my product that I o... see post
Points were not added to sephora VIB rouge account-help
Hello! I made a purchase today. The Sephora assistant at the registrar forgot to add the points to my VIB rouge insider card. Please let me know how to add those points to my account. I still have the receipt with me.
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SPECIAL GUEST karolyna / SPECIAL GUEST SPECIAL GUEST / replied
Great! Thank you! see post
I can't link my beauty insider account with my online account
I can't figure out how to link my beauty insider account with my online account.
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Charissa123,   You will not be able to link your accounts on your own, however I'm sending you a message now to help! see post
about Status: Unsuccessful Authorization
Hello, I have a question. Last Friday, I ordered an item in the morning and another one a couple of hours later. It's been 4 days, but they haven't been shipped yet. I checked my account and found "Status" for both orders say "Unsuccessful Authorization." What does it mean? Thank you.
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romi31236 / NEWCOMER / replied
Hello Nika,   Thank you for your reply. Would you tell me why my orders have been cancelled? Will they go through if I reorder them? I would like to know the reason... see post
Can I phone my local Sephora and request a certain SA to recieve assistance from?
So I've been having trouble with my skin and there's an SA at one of the Sephora's near by that always uses good products whenever it's skincare prep for a makeover or product recommendations. Is there anyway I can call and ask if she's there that day so I can get her help with a new skincare routine. I know you can book makeovers with favourite SA's but she's skincare so I don't think I could book one with her. Sorry if the subject is awkwardly worded, the character limit messes it up a bit.
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BEAUTY PRO Shaelynn / BEAUTY PRO BEAUTY PRO / replied
Well apparently they aren't allowed to tell me if she's in or not, so I guess I'm on my own here. Will have to get help from someone else there or go elsewhere for skinc... see post
I lost my VIB Rouge card? What do i do?
Hi Sephora,   I lost my VIB Rouge card, and i came to the store to see what should i do. They gave me a new card, and insisted me to call the number in the back of my new card so the customer services can deactivated my lost card. The manager at the store said that is the only way that no one can redeem my points with my lost card (i have more than 1k points now). I called Customer Services but seems like they dont know what to do. They told me do not need to worry because in order to redeem points, they need to show their ID. That is no true, i redeemed my points so many times, and never being asked for my ID. What should i do?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @LesVaness05,   I'm so sorry to hear that! I will send you a private message with more information.   Always, Danee see post
Missing Samples!
I just got my package today but none of the samples were with it
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @kshankar,   I'm so sorry the samples were not included in your package! I'll be happy to look into this and I'll send you a private message shortly!   Always... see post
Missing points
I bought the BITE Beauty Watercolor Lip Gloss Library but the points were not added to my account. Can anyone help with this? Thanks in advance!!!  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Nauzi,   I'll be happy to assist you with this! I'm sending you a private message now.   Always, Danee see post
Item purchased months ago and used for first time not working properly
Hi,   I purchased a Living Proof set around the Christmas season last year and never got around to using the Instant Texture Mist until now (sooo many hair products to try out first!).   The "mist" basically comes out as a stream. I have tried running the nozzle under hot water to see if that might work but it did not. I actually really like the product (still workable if I try distributing it evenly with my fingers), but I think I would enjoy it much more if it the product was working as intended.   I was curious if there were any options for me? Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi akromahime,   You are welcome to call the store to learn whether or not they can facilitate an exchange or return, but returns are ultimately up to the discretion... see post
Redeem points from receipt
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@merumi-   I'm sending you a message to help out with this! see post
Points Mishap for in-store purchase
I made a purchase this past weekend and just looked at my account and the points and purchase were not added despite stating on the receipt it was a beauty insider sale, how do I get these points?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KaylaAlexis,   I can make sure the points are added to your account. I am going to send you a private message to get a little more information from you.  see post
10% OFF VIB REQUALIFICATION OFFER
I receive the 10% off VIB coupon on April 25.  I ordered something online today on May 25 and I cannot use the coupon.  Am I too late for using the coupon?  Can someone help please?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi soosoo1027,   I can look into this for you. I am going to send you a private message to get a little more information from you so I can assist you further.  see post
Problem with Algenist packaging
I bought my Algenist Retinol Firming and Lifting Serum (30ml) on Apr 15 and didn't start using it until May 1 (since I still have the trial size samples left).  At first, the pump doesn't work very well and I brought it back to the store and Sephora's staff suggest to shake it very well before I use.  Everyday was a hassle to try get it pumping out.  I only use it once a day at night, and the sample (5ml) will last for at least 10 days.Therefore I expect the 30ml will last for 60 days.  But now on May 25, after using it for 25 days, I cannot pump it out at all even trying to shake it really hard. What can I do?  It is an expensive serum and I cannot open the bottle and get the serum out.  Can Sephora do anything about it? Hopefully, I can get some help.  Thanks.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi soosoo1027,   I'm sorry for all the trouble with the pump! If you can no longer get the pump to work I would recommend visiting the store and exchanging or return... see post
do i have to link my VIB card to my online account?
I just got my VIB card today, but will my points show up on my next purchase when i use my new VIB card? 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Brenda124,   When you receive a new card in store (because you reached a new status or because you lost your old card and needed a new one - whatever reason) the ... see post
Forgot to scan card when purchasing in-store!
Hi!  I bought something today in-store and totally forgot to scan my card! is there a way for me to get the points still?  Thanks! 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi meeeshel,   I can assist you with adding the points to your account! I'll send you a private message requesting more details so I can help with this. see post
FRUSTRATED: I returned an online order in store and was given an IN STORE credit !"
I had returned an online sale before and was given a gift card. This time she told me I could only get store credit- I said "sure" because I thought it would be useable online. I would not have said yes, because I live 90 miles from the nearest Sephora.  I am so so so IRRITATED. I cannot make it down there soon and need to get my makeup items ASAP.
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BEAUTY BUFF Whittybanter / BEAUTY BUFF BEAUTY BUFF / replied
I did have my original packing slip from the online purchase for both items returned, hence the frustration. I purchased online and returned in store before with packing... see post
Received wrong ordeate
I'm devastated! I was looking forward to receiving my  Sephora Favorites Bronze Bares All, but instead, I received someone else's order. I can't place another order for my stuff as it is now out of stock. Is there a chance someone could find one for me, please? I really wanted it and I'm really frustrated to have to handle this mix up.   Thanks.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @blackunicorn,   I'm so sorry you receive another client's order! I'll be happy to look into this for you and send you a private message shortly!   Always, ... see post
Can I return something that was bought at a JCP Sephora store to a free standing Sephora store?
BEAUTY MAVEN desertdancer / BEAUTY MAVEN BEAUTY MAVEN / replied
I hope a Mod can answer this question correctly.   What does Sephora issue as a refund?   Do you have a regular gift card and the white In-store use only card?    ... see post