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Customer Service
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gingerblack
Mods! Charged for "free" Nude face wash
I messaged Candance, but I need this resolved asap. My roommate accepted the Nude face wash that was sent out and UPS charged him 36$! I would like a refund because there is no way I would have wanted this "free" product if it was actually going to cost 36$. Really upset about this.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gingerblack, I'm sorry to hear that.  :/  This sounds like something Candace will need to resolve so I will forward this to her.  She should be getting back to you in... see post
sangriana
UD feminine palette arrived bumped
I recently received the UD feminine palette that was on sale, and found the case bumped like this. The shadows are still intact, but packaging is very important to me when it comes to palettes! Is there a way to fix the bumps? I really wish the palettes in the sales section were better quality.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I'm sorry your palette arrived in that condition! I am sending you a private message to help.    Regards,  Kevin  see post
ShannonLR
How can I connect my VIB card to my account?
I'm having trouble connecting my VIB card to my online Sephora account. I want to access my points but it is my first time ordering online. Help!!   S
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ShannonLR! I can help with that. I am sending you a private message with more info.  Cheers!  Kevin  see post
funnygirl62
product availablity
will the hourglass ambient lighting blush palette become available to anyone besides the the vib rouge members?  if it will when should I start looking for it?  it is a horrible tease to show something so wonderful and not let me buy it
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annicus
BEAUTY MAVEN annicus / BEAUTY MAVEN BEAUTY MAVEN / replied
Will there be an exclusive for VIB's also, or will it just go from VIB Rouge exclusive to everyone?    I have heard 10/1 as the date it will be available to everyone. see post
bekahkst
Redeem Points From Past Purchase
I was at a store, but didn't have a card with me to give during checkout. Still have the receipt, but I'd like to redeem the points.   Much thanks! 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bekahkst! I can help with that. I am sending you a private message with more details.    Cheers!  Kevin  see post
ntailor
Ordering, Email & Beauty Insider Points
I wanted to know, if I change my email address temporarily does it affect my beauty insider card?  Like it will be a zero balance?   I was possibly thinking of using a different email address to order stuff and then change it back right after.   How will this affect my Beauty Insider Points?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ntailor,   If you change your email address temporarily, it will not change the balance of your Beauty Insider card. I hope this helps! see post
josefer
order
I have a question regarding a damaged order could someone from CS get back to me?Thanks
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Josefer! It looks like we already have some customer service reps assisting you. They will get in touch with you shortly if you still have questions regarding your or... see post
Bonster117
In store purchase - no VIB points :(
Hi there, I made a purchase in store a few days ago and I think the sales associate forgot to put in my beauty insider information. I didn't get any points from the transaction and it isn't showing up in my "recently purchased" section when I login online. Is there a way to get points for this purchase?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bonster117,   I am sorry that the Beauty Insider points were not added for your recent purchase. I am going to send you a private message to get a little mo... see post
GREENTANGERINE
I keep getting unsuccessful authorization. What's going on?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Greentangerine, I am sending you a private message to help.    Cheers!  Kevin  see post
Jcperkns
Missing samples from shipment
Hi, I just received my online order and all the samples were missing! The main reason I shop online versus in store is so I can try out new products. And my last order was missing an actual item I purchased. Is this becoming an issue or did I just get unlucky both times?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jcperkns! Sorry to hear that! I am sending you a private message to help.    Cheers!  Kevin  see post
Jiheery
how to deactivate one of my account
How do I deactivate one of my accounts? I created one online and without knowing created a seconded in stores. I only use one of my accounts and don't want both of them.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jiheery! No worries at all! I can help fix your accounts for you. I am sending a private message with more details.    Cheers!  Kevin  see post
marcelaibanez
Didn't get my points.. Help
i made two transactions today and i didn't get my points....  help PLEASE!!!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi marcelaibanez!   I can help you with this. I am going to send you a private message to get more information from you.  see post
sephoraadmin2
NARS 20th Anniversary Celebration #SephoraNARSsweeps on Instagram
Help us celebrate the 20 th anniversary of NARS Cosmetics! In honor of this exciting milestone, on September 18, one lucky Sephora Instagram follower will win the ultimate prize package: an exclusive anniversary tote filled with 20 NARS cult favorites!     To enter for a chance to win, make sure you follow @Sephora on Instagram. Between September 17, 12pm PDT and September 18, 12pm PDT, post an original Instagram photo of your favorite NARS product. Be sure to include #SephoraNARSsweeps in the caption of your image. All valid entries received during the sweeps entry period will be eligible to win. The winner will be selected at random from the pool of eligible entries. Watch your Instagram feed on September 17—18 for updates. NO PURCHASE NECESSARY TO ENTER OR WIN SWEEPSTAKES.   See official rules below>  
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lybu
lybu / NEWCOMER / replied
Done and done  see post
Birdkly
No samples?
Good Morning. I didn't receive any samples with my most recent order.  why is that?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Birdkly! I am sorry that the samples were missing from your recent order. I am going to send you a private message to help! see post
SG8Dancer
Packaging disaster, please help.
Hi,      I just received an order from sephora today and its a total disaster. The order included: Briogeo Green Tea Shampoo Briogeo Deep conditioning mask REN Rediscover Radiance Kit PMD No Makeup Foundation Serum Deluxe Sample      The bottle of shampoo is completely empty as it has spilled entirely within the package. Every single thing in the package is drenched in shampoo, to the point that the boxes, package, receipt are soaked and falling apart, shampoo leaking into everything and out of the package. The cloth that is included with the REN skincare kit is also soaked in shampoo. I don't live near any sephora store, and the package and return label are completely unusable. (I can attach pictures if needed). Please advice. Thanks you very much for your time and support. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SG8Dancer,   I am very sorry to hear that your recent order arrived in such poor condition. :( I am going to send you a private message to assist you furthe... see post
ydnam
free shipping Canada vs US?
hi Sephora team,   I see that a Canadian order requires a minimum $75 for free shipping and a US order is only a $50 spend. Why is there such a big discrepancy? The prices are already higher on the Canadian site so I fail to understand why I need to spend more on the actual products AND on my overall order to get free shipping. I am tempted to ship to the US and have my friend interoffice to me to save the money.   Is there a reason for this difference?   Thanks in advance...
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ydnam!   Our shipping minimum differs for Canadian and U.S. clients because of the increased cost for us to ship items from our Distribution Center in the U... see post
nishab31
Samples not received
I did not receive my free samples along with my purchase when I specifically ordered online just so I could get these samples. Had I known this, I would not have ordered online and saved myself some duties and taxes. I am SO disappointed and angry. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nishab31,   I am sorry that your samples were not included with your recent online order. I am going to send you a private message to get a little more informatio... see post
kelbelx138
Becca Moonstone vs Opal (Pressed)
Hi guys!  I've been looking at Becca's Shimmering Skin Perfector in Moonstone and Opal for a while now and I can't decide which one to get! I'm asian with dark brown hair and eyes. I'm about an NC25. I also own The Balm's Mary Lou Manizer. Is that too similar to either one? Please help!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kelbelx138!   I think both of the Shimmering Skin Perfectors would be beautiful on you! If I had to choose one for you though, I think I would select the color Op... see post
linkinjaya
my points on the beauty insider card is not showing up?
my points on my beauty insider card is not showing up online, also i have two accounts can i merge these two accounts?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi linkinjaya, I'll send you a message to help. :) -Laura   see post
Nutpat
I would like to buy Bite beauty clementine matte creme lip crayon.
I would like to buy Bite beauty clementine matte creme lip crayon. When i can order online? Please sent mail to me. Thank you.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nutpat!   Bite Beauty's Matte Creme Lip Crayon in Clementine has been discontinued from our website and stores. I truly apologize for the inconvenience. I recomme... see post
lulumissy
Q. How can I change my birthday on my account?
Hi, on my last trip to the US I signed up for a beauty insider account, I believe it's VIB. I've just realised that my birthdate on the account is wrong, I'm from Australia and we write the month after the date as oppose to before, so I think that is where the mix up has happened! I'll be back in the US in a few weeks and doing a lot of shopping at Sephora so I was hoping to fix this up before I get there. Is someone able to help me with this? Thanks in advance.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi lulumissy!   I can change the birth date that is listed on your VIB account. I am going to send you a private message to get a little more information from you. :... see post
Abcdefg987
Birthday Gift
Hi, I forgot to get my birthday gift on my birthday, is it okay to still go get it if it is a week later? Thanks
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Abcdefg987 ,   You will be prompted to include the birthday gift during checkout with any online order placed within 28 days of your birthday. If you're ha... see post
KGC1016
Card Charged When Order Failed
Hi! I tried to make an order earlier and tried three times but it said that my card would not go through. When I checked my banking account online, it was charged three times. How can I get my money back to my card?   Thanks!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KGC1016,   The pending authorizations you are seeing on your account are temporary authorizations from failed order attempts. These authorizations will drop off o... see post
Riya3
Online and in store prices
Hi I saw an item online on the sale page and I was wondering if I went to the store to buy the exact same item, would they price match it for me?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Riya3,   This is up to the discretion of the store. For more specific information, I recommend reaching out to the store directly by phone. Please visit our store... see post
whitneyj0508
Didn't receive samples
I received my Sephora order today, and 2 of my 3 samples were not included I specifically order my items online instead of going to the store so I can try these free samples. What's going on? I'm very disappointed.
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nishab31
nishab31 / NEWCOMER / replied
Same here! I ordered online for the same reason and all three of my samples did not come! I am very disappointed as well. Probably will not be ordering online again.  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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newandaddicted
BEAUTY GURU newandaddicted / BEAUTY GURU BEAUTY GURU / replied
My PMs have been turned on for months still can't receive messages. see post
maymaymakeup
i only received 1 of my 3 samples that were on my packing slip. is that normal?
i ordered off sephora a few weeks ago and when my package came i only go one of my samples in the mail. is that supposed to happen because they were the two samples i really wanted to try and hopeful buy the full size at sephora later. point is, am i the only one this happened to and i can i still get my samples.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maymaymakeup!   I sent you a private message regarding this. Check your inbox for more information. :)  see post
HawaiianEyes7
Worst Sephora Experience EVER
I am so mad right now it's not even funny. So I decided to take advantage of the sale online and ordered the Urban Decay Anarchy Face Case as soon as it came back in stock. I also ordered a MUFE 500 point perk and of course 3 free samples. I got a comfirmation from both Sephora customer service and Borderfree saying my order is on its way, and both of those looked fine. They both listed the Face Case, 500 point perk, and samples. I got my package in the mail today (the packing slip also listed everything I ordered), so I open and guess what? I got my 500 point perk and 3 free samples, but NO FACE CASE! The one thing I actually paid for in my order wasn't there! And now, the Face Case is permanently out of stock! Customer service said it either didn't get put in at the warehouse or it got stolen at customs (which I highly doubt because it's only worth $23 and the officers are monitored). Then they said the only thing they could do is refund my money! I don't want my money, I want my Face Case! It looks so bad on them when everything makes it in the box except the most important part, and then don't offer to fix it! I can say for certain that I will never order anything from Sephora online again! Fortunately, I spoke to a supervisor at customer service who offered to waive the cost of another comparable product, but I'm still really upset about my face case! I got really worried when I saw everyone's samples were getting messed up, but my paid product got messed up!    End rant.
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi HawaiianEyes7,   Oh no!  I'm so sorry that you didn't receive your Anarchy Face Case!  While I'm not exactly sure what happened to it, I'd be happy to help in any... see post
sadandsassii
Points and purchases not showing up?!
Hi, so yesterday I went to sephora and bought some items. I thought I used my beauty insider card but the cashier was very flustered about something and asked for my email instead, I should have made vib yesterday! I only realized after I left that I didn't get anything for being vib or even get told that I moved up. I checked my account today and the purchases and points aren't there! Someone please help! I still have the recipt and everything. I don't have another Sephora account either
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sadandassii, I'll send you a message to help. :) -Laura see post
MrsMoreno102409
Return Question
I bought something at sephora.com can I return it to a sephora inside JCPenny's? It is still in the package,and unopened.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MrsMoreno102409,   Yes you can! Please bring your order summary with you in order to process the return. Thank you. see post