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Return something that is from a while back ago..
So I bought an eyeshadow palette and a single eyeshadow a while back ago, probably more than a year, I completely forgot I have them until in recent. They are very new still but I just don't have the receipt anymore. If I went into store and return my items, will I still get my money back or store credit?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bellsl,   I recommend contacting your local store directly for more specific information on their return policy> http://seph.me/1egQfkR see post
purchased online for the first time&missing item
I received products on April 30th. And naked flushed(streak) was not in the package. So I called customer service and they said they send it again. 18days past from that day, still I don't receive it. I am so disappointed, I paid $35 for nothing. I will never purchase online if this will happen again.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi saki81,    I am sorry to hear about your experience. :( I am going to send you a private message to assist you further with this.  see post
Is there a way to have a Beauty Insider reward replaced if it does not function properly?
I just got the 500-point Marc Jacobs: Blacquer and More reward in the mail and the black pencil doesn't work at all. I think it's just completely dried out or something. The other products in there are great, but is there a way to have that eyeliner replaced?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EmmaCooper,   I'm sorry to hear that! I'm going to send you a private message now I can further assist you with this. Thanks! see post
How do I link my new Beauty Insider Card to this account?
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI Elliegantly,   I can help you with this! I am going to send you a private message to get a little more information from you. :)  see post
missing sample
I just received my Sephora order and didn't receive the Josie Maran Pure Argan Milk sample that was supposed to come with it.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Pepperr,   I'm so sorry about that! I'm going to send you a private message now so I can assist you further. Thank you! see post
Store Credit
I returned an item at a sephora inside JCpenny and I received a JCpenny store credit, can I use the card online or in a regular Sephora store in the mall?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lanester,    You will need to use that store credit card at a Sephora inside JCPenney. Thanks!  see post
Missing samples?
I just got my sephora order, and it didn't have any of the samples (or my promo item) in the box   I had used the beloved code to get the spicy perfume sampler, as well as selecting the dior mascara sample & a couple other perfumes.   Did anyone else have this happen? I know sometimes samples go missing, but I thought the sampler set would be different.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Selwindria,   I'm so sorry about that your samples were missing from your recent order. I'm going to send you a private message now so I can assist you with this.... see post
Marc Jacobs 500 Pt Perk Disappointment
I was so excited to get the new 500 Point Perk in the mail. I picked it up because I wanted to try the liner that it came with. As I go to test it out, turns out it is completely dried out! Has this happened to anyone else? The rest of it was okay but i was disappointed that the one item I was to try was useless. 
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hello, I'm sorry to hear that! I am sending you a private message to help.    Cheers,  Kevin  see post
incorrect promo sent
Hello, in my recent order I placed I used mufeskin code for mattifying primer, but instead got nourishing which I cannot use. 
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sharma, I'm sorry to hear that! I am sending you a private message to help.    Cheers,  Kevin  see post
Missing beauty insider points
I purchased around $90 worth of products on May 16, 2015. At checkout, the employee working at the register told me I had reached VIB status for 2016 and told me to check my email for the special offers. However, when I checked my insider account, the purchase and the points are missing and that I have not yet reached VIB status.    Please help. 
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi fromjoycee! I am sending you a private message to help.    Cheers!  Kevin  see post
Unsuccessful Authorization
Hi! What does "Unsuccessful Authorization" mean in shipping status? The item's cost has been held from my account already.
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Tketano / NEWCOMER / replied
Hi! Problem with shipping address or billing address of my credit card? see post
Marc Jacobs Beauty Enamored #SephoraSweeps
If you love a glossy finish, look no further.  Marc Jacobs handpicked five Enamored Hi-Shine Lip Lacquer and five Hi-Shine Nail Lacquer shades into color-coordinated pairs. Enter for a chance to win all five sets, along with an additional prize package of Marc Jacobs Beauty’s bestselling products: O!Mega Lash, Style Eyecon No. 7 Plush Shadow - The Enigma, and a trio of Highliner shades. On May 20, one lucky Twitter follower will win this next-level bundle. To enter for a chance to win, make sure you follow @Sephora on Twitter. Between May 19 at 12pm PST and May 20 at 12pm PST, tweet the following sentence and fill in the blank: “Hey @Sephora, I’m enamored with ________ #SephoraSweeps.” Don’t forget to include #SephoraSweeps in your tweet!   All valid entries received within 24 hours from the start of our giveaway are eligible to win. The winner will be selected at random from the pool of correct entries. Watch your Twitter feed on May 19–20 to enter for a chance to win. See official rules below>
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echavez2 / NEWCOMER / replied
Hey @Sephora, I am enamored with shiny lip gloss #SephoraSweeps       see post
Why isn't my Beauty Insider Card linked to my online account?/ How do I link it?
 I signed up for an account online a few months ago, and made my first Sephora purchase over the weekend. The cashier helped me sign up for it, but when I check my online account it says I have 0 points? I may just be missing something, because this is new to me, but I just thought I'd ask! Is there a way to link my card to my online account?
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Elliegantly / NEWCOMER / replied
I need help with this too, please.  see post
Urban Decay Vault arrived in a powdery mess. Sephora CS handled this horribly. What should I do?!!
Urban Decay Vault was packaged horribly during shipping and the six palettes were not in their spots.  I pushed the lid up, which was now an arcing lid instead of a flat lid, and was a hot mess of powder.  The box it was shipped in did not even fit the UD Vault, since Sephora placed the UD Vault in the box on a diagonal angle.  The top and the bottom of the UD Vault were touching the sides of the box.  The box itself was torn open during shipping to the point that UPS even had to tape the one side since it had a huge rip in it.  I thought Sephoras return policy was good until I received my Urban Decay Vault, which I paid out of pocket and was not a reward I won.  The items arrived in a box of powder everywhere.  I immediately called Sephora and the lady told me to ship it back and I'll get a replacement.  I told her how it was sold out and the reviews showed that it had not been in the Sephora online for about 6 mths.  I don't want to ship it back, because the  CS lady stated that I would have to repurchase all the items individually, which would cost over $100 more than a vault.  Why would I want to return an item when you get a huge discount for the UD Vault over each item purchased individually.     CS told me to hold onto it then for 6 mths till Sephora might get it back in.  I don't have one item from Urban Decay and the Extraordinary Rewards got me into palettes, so I wanted the UD Vault, which contained all 3 palettes plus 3 that appeared to work well.  So now I have a box of powder which cost me $280 and I can just try out bits and pieces of each palette that wasn't destroyed in the delivery.  Then when they get it back in, then I can just replace it to save the $100.  The palettes which were damaged due to poor packaging and shipping were the Naked 2 and 3 Palettes along with the Flushed Naked and Streak.  I know, I'm being stubborn by wanting to have a cute box and display.   The lid of the box is arcing, yet lays flat when an item is placed on top of it and is not noticeable when I have the lid opened the full way.     Anyone else come by this type of experience?  What should I do in this situation?  The CS lady was NOT HELPFUL AT ALL!!!  I am saving money here buying the vault over the individual items and the lady just wants to give me my money back when I ship it in.  I spent over $6,000 last year and for them to not just ship out and replace the broken items to me is beyond me!!  CS stated that they can only replace the item that I purchased, yet I purchased something that instantly became sold out and Sephora hasn't had it in for over 6 mths.. What do I do?!  Why can't Sephora just send me the items that were broken(Naked 2&3, Flushed Naked and Streak)?!   Help,    Fern   Update : Sephora doesn't care to help other then want me return the bundle to spend $100+ more through them to get the individual items.  Sephora has nothing to lose and I am getting the run around to help their Distribution Center.. likely story to ignore customers huh?!  I thought the customer was always right?!  I have been nothing but nice, kind, and understanding of this whole thing till now!  Take ******* responsibility!  Your Distribution Center ****** up, so help the customer that they messed up for!  I bought a money saving bundle and they're ******* me over when they shipped it poorly and I'm the one that is getting the brunt of their mistake.  I'm brand new to the world of cosmetics and I will be taking my business elsewhere.  Spent $6k last year with just facial care/clarisonic/face masks and a starter brush set/beauty blender/starter set of make-up.  This was the first ******* item that was damaged and I'm asking you to take responsibility for your **** up and you won't... so I will be going to other companies to test/experiment/and enjoy make-up.  This has been so friggin frustrating and been given nothing but the run-around..    Thanks for ****** CS from every angle (CS phone line, Rouge phone line, and through BT Mods)!
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BEAUTY BUFF Fernleaf / BEAUTY BUFF BEAUTY BUFF / replied
Thank you so much ladies!! You have been a great help! :)  Yes, I signed up for Ebates and purchased from Ulta.  I will be returning the damaged one back to Sephora, sin... see post
Return to Sender
Hi! I placed an order online last week on sephora.com and when I went to check the shipments status today, it appears to be getting sent back to Sephora.  Is there anyone who could help me out and explain what I need to do to get that shipment without having to reorder and pay for it again? Please help!!!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BlankSpaces1234,   I'm sorry for the issue with your order! I'll take a look at your order and send you a private message - please check your messages shortly. see post
2015 Sun Safety Kit Release???
I'm wondering when the 2015 Sephora Sun Safety Kit will be released??
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lme10 / NEWCOMER / replied
Note that the Sephora inside JCPenney version of the Sun Safety Kit does costs $27 and has 9 items inside:  The Dr. Jart, Josie Maran, Murad, Ole, Peter Thomas Roth, Sh... see post
WHEN POSTING A THREAD HOW DO YOU "CHOOSE A BOARD"?
There is an option called choose a board when posting a new question. But when I click on it I get no options, can't type anything in, or choose from the boards listed to the left of the page. So how do you use the "choose a board" option?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NancieNano! Sorry to hear that! What browser are you using? I recommend using Chrome when accessing Beauty Talk. Please also make sure that you're using the most up t... see post
Promo Sunscreen
I recently redeemed the "PROTECT" promo code for the Shiseido sunscreen which arrived today, but the ingredient label on the item differs than that on the website, which isn't a big deal though now I'm slightly unsure which of the sunscreens this is... Also, is there a way to know the expiration on this? I know this is an older promo code and since sunscreens have a strict shelf life I just wasn't sure how old it was?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi njattana,   I'll send you a private message regarding this promo requesting more information so I can look into this for you. Please check your message when you g... see post
Q. Most recent order has the status unsuccessful authorization but the charge went through just fine
Most recent order has the status unsuccessful authorization but the charge went through just fine (checked with cc company) so why does the order have that status? There should be no issue...
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jen33487,   I reviewed your account and it appears as though you already spoke with a representative over the phone earlier this morning. Let us know if you need ... 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
@Jeradactyl,   I'm sending you a message now! see post
My order history page says that I bought something that I never actually bought?
I made my first purchase online today and I was just scrolling through my order history to make sure that my order was accounted for. However, under my history it said that I had purchased a product that I had never even heard about before for $36, and that I had bought it in a store in a city that I have never even been to (I live in Washington DC, and the product was bought at a Sephora in Akron, Ohio)? What is going on? I have only used my credit card once (for this purchase) and that mysterious purchase could not have charged my credit card, or could it have?   Please help me because I am very anxious about this. I never lent out my account to anyone. I know nobody in Akron, Ohio, either. I don't know why this product shows up on my account and it's kind of freaking me out. Is this just some sort of mistake?   Can an employee help? or anybody?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi julisabeth,   studz is right, when you see store activity from a store that you didn't visit, it's usually because someone with a very similar name or email was s... see post
Exchanging a gift without receipt
Hi! I got a gift from my friend this weekend. The product is one that I've used many times before but ran out of a few months back. My skin has gotten somewhat sensitive and dry since the last time I used it. I've used it once since getting it and the strip literally ripped off skin off my nose. It's never done that before but clearly my skin has changed since the last time I used it and it's not working for me anymore. I called her up and she said she no longer has the receipt, which isn't her fault since I gave her a list of products that I was sure I wanted and had used before and I was planning on keeping it. Is there any way I could exchange it for something else? I don't want to hoard it waiting for my skin to magically get better and unsensitive. Thanks!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi studz,    I recommend contacting your local store for more specific information on their return policy. For the store's contact information, please visit the stor... see post
No points showing up!!
a few weeks ago I bought the benefit roller lash mascara and mini urban decay all nighter setting spray. When i checked out I gave them my card but the points aren't showing up online, What do i do?? This has happened before, how do I prevent it from happening again?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lcamps96,   I'm sorry the points weren't added! I'll take a look at this for you and send you a private message regarding what I find. see post
Problems With Address Changes to Canadian Orders
I alternate between two addresses depending on the time of the year. I placed an order with Sephora and meant to send it to the address I am living at during the summer, but my information was somehow autofilled to my winter/fall address at the last minute. I think this may have been because I was ordering on my phone.   I immediately contacted Sephora via email and was directed to call during service hours. I called and was told that Sephora could not make any alterations to the address but once the package crossed the border into Canada  it could be changed by Canada Post.    I waited  but have just found out from Canada post that legally there is no way for them to change the address on my package or to forward it to my actual address.   My only option is to wait two weeks for the package to be automatically rejected and sent back to Sephora. After that I'm not sure what happens.   Is there anyway I could still receive my package? What can I do at this point?   I would like to put forward that a grace period of as little of an hour for order errors would have made a big difference as I was aware of the mistake as soon as it happened. Even a pop up window to confirm information would have helped.   In addition it was very misleading to be told by Sephora's customer service that my order could be redirected after crossing the border when Canada post has very plainly told me that is in know way possible.    That being said I would really appreciate any help or advice you can offer. Thank you.                    
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SPECIAL GUEST Alloo / SPECIAL GUEST SPECIAL GUEST / replied
Thank you!   Also no* not know. oops. see post
Flash Shipping
Question about Flash Shipping.   I am never too sure what to expect in terms of the policy and whatnow since it's always very confusing how things are processed in the back-end after an order is placed.   I placed two orders on Monday. Prob 10 mins after each order all well before noon Monday.    I get confirmation that my 2nd order shipped that evening, Monday.   I receive confirmation that my 1st order shipped that next day morning, Tuesday.   I check the shipping status today, and my 1st order is shipped with receive Next Day (so I expect receipt Wednesday). However, my 2nd order (that was confirmed shipped out on Monday evening) states that I won't receive my package until Thursday.    I am so confused why there is discrepancy when both orders were shipped before noon around the same time.   Can someone clarify to me why this is?? I mean this has happened to me before on my past orders but I am kind of getting frustrated never knowing when I'm suppose to expect my orders.    Thanks.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi saridyn,   Based off of your description it sounds as though both of your orders are within the correct time frame for Flash shipping. I'll send you a private mes... see post
My VIB card number can't link my online account. Now I have 2 VIB account.
I once set up one beauty insider card in store, but when I try to use email address to link the card to my online account, the system just sign up another account. Now I have two vib account, and both has points, what should I do?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Helin,   I can send assist you with your accounts and link them together! I'll send you a private message requesting more information. see post
points weren't added to my account
I had bought a too faced natural eye palatte yesterday and i gave my email and the cshier handed me a physical card but the points weren't added to my account??
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi annamareia,   I can assist you with this - I'll send you a private message requesting more information. Please check your messages soon! see post
can my boyfriend go and get my free birthday gift for me instead~??
I wanna get free birthday gift but I don't have much time to pick it up, so can my boyfriend get it for me instead~??
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bunnydog,   If you have a Beauty Insider card I'd suggest giving it to your boyfriend when he goes to the store, or he can provide them with your email address to... see post
I can't link my vib cards to my online account...help!!
I just used my vib cards in store and I want to link it to my online account. Plus, I have two Vib cards.. please help!
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Jazzypark-   I'm sending you a message now to assist you with this! see post
VIB Rouge
Would you kindly let me know how much I need to spend to keep my status.
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BEAUTY BUFF shirleylin88 / BEAUTY BUFF BEAUTY BUFF / replied
hehe thanks for some reason didn't read the ROUGE part lol see post