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Customer Service
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AprilSalcedo
Q. Foundation that I never liked but I recently found the receipt. Still in good condition.
Product: Make Up For Ever Mat Velvet+ Foundation I know makeup has an expiation date but i'm a very clean person who loves to keep my makeup in good condition so they can last me longer than the expiration date. I bought this foundation 1+ years ago and I never liked it at all. I tried to give it a chance but I hate it. I never returned it because I lost the receipt and I recently found it. Idk if they will still accept it after 1+ years. It also had a problem with the foundation spilling out to much product. So I never used it after that. 
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JenT00
Points and Status
Hi, I made a purchase in store today and forgot to show my VIB card.  Can I get the points credited?   Also can you tell me how far I am from getting VIB Rouge status?   Thanks.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JenT00,   Sure, I will send you a message to request more information to add your points and I'll check your account to see how far away you are from VIB status. see post
Ellie87
Adding points after instore purchase
I forgot to bring my card today when I made my purchase instore; is there a site I can go to to add the points to my account? Thank you.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ellie87!   I can help you with this. I am going to send you a private message to assist you further. :)  see post
LuLuu82
Need help to merge my BI points with my online account please. Thanks.
melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Luluu82, I'll send you a message to request additional information from you! see post
EmDagen
Problem with my BI Points
Hi,   I just spent 85$ before taxes&shipping. However, my account was only credited 71 points and my up-to-date amount spent was only added 71$ as well. I will check my other purchases to see if this error has also occured before. Is this normal? 1$ should = 1 point, right?   Thank You
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EmDagen
SCENE QUEEN EmDagen / SCENE QUEEN SCENE QUEEN / replied
When looking at my purchases, there is the Rosebud PerfumeCo. lip balm missing (7.50) When I calculate my previous purchases (before tax and shipping), they add up to 27... see post
SiljeS
Unsuccessful Authorization
Hi! I placed an order yesterday and recieved an email saying that thew order authorization failed. The amount has been charged on my credit card, but I have not seen any change in the order status. Please help me      
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SiljeS,   I am sorry to hear about the difficulty you are having placing an order on our website. I am going to send you a private message to assist you further. ... see post
killahbabe
Hey Sephora! Thanks for scolding my husband! /Sarcasm
My husband went to Sephora to return a few items for me. He had a receipt along with the brand new, unopened products. The sales associate decided to tell him that not only was he not allowed to return products purchased online to the store but that it was unethical because it takes away from their daily sales. Let me tell you that woman should thank her lucky stars that she didn't wait on me with that attitude. I'm now considering returning EVERYTHING I have that is unopened with a receipt just to prove a point. I buy enough to make up for anything I would ever return and then some. But now I feel like perhaps I should really mess with their days if they're going to treat my poor husband like garbage. Obviously knowing how the returns work in Sephoraland, I told my husband what to say to get them to do the return, but I can't believe how terrible the service has been at Sephora lately.
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killahbabe
HALL OF FAMER killahbabe / HALL OF FAMER HALL OF FAMER / replied
That's really terrible! I'm not sure when the attitude started appearing but I don't appreciate it. They've always been a bit rude to my husband but this was just unacce... see post
melde
Points Discrepancy
Now that we can double check our points against your system, I was just checking the spreadsheet I have against your records in my beauty bank. For some reason I have a 190 point discrepancy.   I also noticed that a large purchase I made at at SiJCP didn't show up, so maybe that is the problem?   Can a mod please PM me about this when you have a moment?   Thank you!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi melde!   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
Sammyleyla
Store Credit from JCP
Hi, I returned a Naked3 palette at a Sephora in a JCP and got store credit. The girl never told me I could not use it at a Sephora store. If I knew that I would have retuned it at a Sephora store. The product that I want is only available at a Sephora store not a JCP one is there anything I can do? 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sammyleyla,   I am sorry that the store did not explain that the merchandise store credit that you received from Sephora inside JcPenny could only be used inside ... see post
tiffer315
Did not receive any samples with my order. Please help.
I received an order today and none of my samples were included in the shipment, even though it says they were on the packing slip. I specifically ordered these items online in order to have the samples for travel next week. What happened? Is there something I can do? I'm a regular shopper and this is very upsetting.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tiffer315,   I am sorry that your recent order did not include any samples. :( I am going to send you a private message to get a little more information from you.... see post
yyang199
Become IB after the purchase.
Can I still get the points from the products I purchased before I became IB?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi yyang199!   I can add the Beauty Insider points for you for the purchases you made before you became a Beauty Insider. I am going to send you a private mess... see post
laurah25
Q. 😡😡😡
My points aren't online!! 😡😡 I'm so upset!!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi laurah25,   I am sorry that your Beauty Insider points are showing up online. I am going to send you a private message to assist you further with this. see post
njattana
VIB Rouge
I recently qualified for VIB Rouge and received the welcome kit with my last online order, but I didn't get the Rouge card. I went into my local store today and told them (thought it may be an in-store thing) and was told they couldn't help me with that  =\   Is there not a Rouge specific BI card?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I'm sorry about that, please have them contact us at 1-877-Sephora once you are in stores if they are not able to assist you. The stores should have the cards available ... see post
beautifyme123
Almost empty jar delivered 😱😱
Just received my Laura Mercier mineral powder from Sephora and the jar is almost empty😳 after paying 39$ shouldn't it be full? has this happened to anyone ?
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beautifyme123
BEAUTY WHIZ beautifyme123 / BEAUTY WHIZ BEAUTY WHIZ / replied
Hi kssweetheart i will let you know when my new product comes in if this one is full or empty, hopefully it will be full for almost $40. It better be full😜. I don't m... see post
sravanthi
Rouge Hair Promotion
    Here is the pic, they are pretty good size, but the serum cap is broken and it is leaked, hair spray also leaked a bit, but i'm happy i received this promotion. I hope sephora come with these types of promo codes in future
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studentagain
BEAUTY RESIDENT studentagain / BEAUTY RESIDENT BEAUTY RESIDENT / replied
Hi Melissa,   The link you provided doesn't have rouge only promos. It would be nice if it did. For rouge promos, I always have to go combing through my emails.    T... see post
rlm1990
Returns without receipt
I ordered something online from Sephora about half a year ago and haven't used it until recently. When I finally used it, my skin had a bad reaction to the product, and I broke out in a rash. I'd like to return it, but the problem is it was bought awhile back, so I no longer have the receipt. Am I still able to return the product? I can print out the original order, but it isn't the actual receipt, so will a Sephora store still honour the return? I'm also worried that perhaps it is past the time frame in which I am able to return! Help!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rlml1990! I'm sorry to hear that! The store will not be able to issue a credit card refund for the order, but they might be able to exchange it for another item or of... see post
amnos
Q. Pre-paid credit card
hi! I just want to double check I CAN use a prepaid credit card (Vanilla VISA) as long as the billing address is the same address that I register with the credit card right?   I have looked on older post as there was conflicting stories so I'm just double (triple) checking   ($200 is a lot to spend on a prepaid card if it doesn't work >_<)   Also, I will be buying the pre paid card in Japan and I read that Sephora accepts Japanese credit cards.   Please correct me if I'm wrong., Thanks!! 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi amnos, Yes, we do accept Japanese credit cards. So I don't see why a pre-paid card wouldn't go through in our system. However, make sure that you have enough money ... see post
sephoraadmin2
The Beauty Board #LinerUp Sweepstakes
From Wednesday 9/24 - Monday 10/20, upload your best liner look to Sephora's Beauty Board for the chance to win a $1,000 Sephora Shopping Spree!*     *No purchase of payment necessary to enter sweepstakes. Odds of winning depend on number of entries received. Open to U.S. residents (including Puerto Rico). Must be 18 or older, and have a Sephora.com login and nickname to enter. Enter by October 20, 2014 at 11:59 P.M. PT. One entry per person per day. Sponsored by Sephora USA, Inc. Potential winners will be selected from all eligible entries received during the Sweepstakes Period in a random drawing conducted by Sponsor on October 23, 2014 and will notified by email. See official rules below:  
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synthche
synthche / FRESH FACE / replied
Quennie - you're not very nice.  Don't be so bitter. see post
TiaraLucia
Do I have to buy the foundation right away after I get matched at a Sephora store?
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TiaraLucia, There is no obligation to purchase a foundation when getting matched with the Color IQ in a Sephora store. :) -Laura   see post
R0sec
Q. beauty insider question
I may purchase some products that will put me in vib rouge how long will I be in vib rouge and will this only last until December or last through the new year. I'm not exactly sure how this works
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi R0sec, Beauty Insiders have one calendar year (January 1 – December 31) to spend $350 to qualify for VIB status, and $1,000 for Rouge status. Please keep in mind th... see post
einai
Is Sephora.com having slower than usual return process time?
Hi!   I returned something by mail using the pre-printed label about a month ago and I haven't gotten a return confirmation. I've filled out the return slip and made sure that I packaged everything nicely in original packaging and even with the packing paper etc. Items were completely unused (the packaging came very beaten up so I couldn't give them out as gifts, which is why I returned them). It just seems to have taken much longer than usual (usually I get a return confirmation in less than 3 weeks, but it's been more than 4 weeks this time). Is it possible to have a check on the progress?   Thank you in advance!  
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einai
BEAUTY PRO einai / BEAUTY PRO BEAUTY PRO / replied
Thank you for your help Melissa! I got the confirmation for the refund :) see post
Biakko
"Qualifying Spend" don't add up
Hello there,   I thought I was reaching VIB as I spent over 400$ since May, so I looked at "My Points and Status".   I notice that the amounts under "Qualifying Spend" don't add up. It says "† You receive one point for every dollar spend on merchandise (excludes the purchase of egift certificates, gift cards, taxes and/or shipping) online, in Sephora retail stores or in Sephora inside JCPenney locations".   For my last purchase, I spent 78,50 on merchandise, so according to your written policy, this should equate to 78$ in qualifying spend, yet I only had 65$ according to the page.   There seem to be some discrepancy for the previous order as well.   Could someone look into it? Is it a mistake or is the policy misleading?   thank you in advance,   Nancy
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stenwolde
stenwolde / NEWCOMER / replied
The exact same thing happened to me as well! I just placed an order for $75 but only $60 was a "qualifying spend" and I only received 60 beauty insider points.. Can you ... see post
goodlooks
Sephora Corporate Canada - how do i contact you?
I would like to write in an email to Sephoras Canadian head office, specifically to the store Director of Sqauare One in Ontario. Please advise how i can obtain an email address to send in my comments to. I visited the store yesterday with my bestfriend and it was nicely renovated. The best part is that we were just really impressed with the service we received from one particular product consultant - Izza. Majority of time i always had great service at Sephora but the one from yesterday deserves  to be recognize for what an outstanding job she did. We are so happy with our purchases and could not wait to come back for our next visit during the holidays. I already filled out the survey but i would like to write in further to express how appreciated and special we felt being there and got serviced by such a lovely lady. Izza....if your store ever get to read it...keep up the good work. Thank you for so much and we left your store yesterday feeling so beautiful and happy! You are Amazing!!!!   
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi goodlooks, Thanks for the positive feedback! I have forwarded your compliment to our retail division.  In the future, you can submit a store complaint or compliment... see post
chelseal0ve
Can someone inform me how I can link my VIB card to this account?
Thanks!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chelsealove, I'll send you a message to help. :) -Laura   see post
TikWatsha
Can I return the used the product without receipt?
First of all, I have a very sensitive skin, I barely find the product that I can use and I bought a dior skin care, Pro youth sorbet creme, 2 months ago. The first time I tried it was fine, my skin was soft but two days later I got rashes all over my face and quite bad. I stopped using because I wasn't sure what caused that. After my skin was healed, I applied it on again  in the morning and night, then again I had rashes come up all over. I stopped again for the second time but telling myself it wasn't dior creme because this is the second time I bought it and the first one I bought back then worked fine for me. And again I tried after my skin got better and a day later my skin started to be irritated, itchy with rash all over again so I think it might be it. The thing is, when I purchased this the second time, when I opened it I kinda felt like it didn't look like the first one that I had before, so i'm not sure if I accidentally purchased the wrong one. And my concern is it's been used a few times and I threw away the receipt as I thought I wouldn't be allergic to it, in this case will I be able to return this product and exchange it with any recommend moisturizer that good for sensitive skin?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TikWatsha, It shouldn't be a problem to return the product without a receipt. Just remember that you can only do an exchange or receive store credit. I always recom... see post
JanieV
Whats going on with the samples?
Lately, I have been getting random samples (not the ones I select at checkout and completely unrelated to my shopping history and favorites).   This time my package arrived with no samples at all.  This is a bit disappointing, normally I wouldn't care, but the order is a gift and I wanted my friend to try a few new things.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Janie, I'm sorry to hear that you didn't receive any samples in your recent order. When sample substitutions are made at our warehouse, unfortunately the order pack... see post
Mollyli
Where are my points from online purchase?
Hi,   I realized that I did not get any points from the online purchase I made. However, I did get the correct amount of point when I I purchased from a physical store.   Can someone help me to look into this? Thanks.    Here shows the points I have, and where they come from.     Here shows the purchases I have made, including the online purchase on 08/28/2014, which did not count toward my total point.  
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Molly, It appears that you signed up for the Beauty Insider program after placing your order. Since you weren't a registered Beauty Insider at the time your order w... see post
kjeen
Combining BI cards
I have 2 beauty insider cards and want to combine them into one. Is this possible without having to call in? 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kjeen, I will send you a message to help! :) -Laura see post
Zinnie
Online Billing cancelled on August 31 and STILL not received any refund on bank account yet
Hi there, I just want to inform that I haven't received any refund from that failed purchase, and it's nearly 1 month since August 31st. Could you please figure that out? Has or has not Sephora refunded that amount of money to my bank account? Thank you!  
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Zinnie, I'm sending you a private message to help.    -Kevin see post
ttexas
I ordered a couple hours ago but would like to change the moisturizer I selected. How do I do that?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ttexas! I'm sorry, once an order is placed we're unable to modify it.  If you would like to return the moisturizer for a refund, you can use the return label included... see post