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Unsuccessful authorization
I ordered from Sephora didnt recieve an email saying my order had been shipped, so I went to my account and found the order status to be unsuccessful authorization, what is the problem on that ?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Daniell!   I'm going to send you a private message in a little bit to further assist you. :) see post
I did not receive my samples!
I did not receive my samples at my last 2 orders. Any suggestions?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi penny846,   I'm so sorry to hear that you haven't received the samples you were expecting in your last two orders! I'll send you a private message shortly to furt... see post
How do I link my Beauty Insider card to my account?
I have a VIB card that i belive is linked to another account but i dont remember the email for it. Is there any way I can switch it to this account
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Morganreefe,   I'll send you a private message shortly to further assist you.  see post
How do I delete my account??
I would really like to delete my account, please help!!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @KrisArtery,   I will send you a private message in regards to this shortly.    Best Wishes,   Janean see post
My account says i have 0 points
My beauty insider card online says i have 0 points but in store it says i have 400 or more points by now so i need help getting my points to show up 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Glenda28,   I will send you a private message so that I can help you with this. Please check your messages when you get the chance. Thanks!    Best Wishes, ... see post
how can i delete my sephora account?
i forgot i had this one and made another one, and now i don't need this account. can someone help me delete this account?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi wongsamanthaaaa,   I'm sending you a PM to assist you further!   Always, Danee see post
Trying to add my birthday gift to my cart
I'm trying to add my birthday gift to my cart but it's not letting me check out and says it can't be shipped to my location but I've brought tarte things from Sephora before and they have shipped perfectly fine to my location please can someone help ? I'm a customer from the uk ?
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SPECIAL GUEST Zara158 / SPECIAL GUEST SPECIAL GUEST / replied
Okay so I've tried to add the other gifts to my basket to see if they would work but they don't either so does that mean I can't redeem my birthday gift with you guys ? ... see post
Returning a gift?
Hello, I just received the Estee Lauder Modern Muse Le Rouge To Go Gift Set as a gift but I would like to return it. I have not used any of the products and they remain in the packaging that I received them in. I do not have a receipt and I do not know when the item was purchased. The Sephora site says that it is an online exclusive and limited edition but it is still available for purchase. Would I be able to return this item in-store for cash or store credit? Thank You!  
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @saltedpeaches!   We suggest contacting your local Sephora store for more information. Additionally, the person who gifted it to you can provide you with the orde... see post
Dissappointed!!!
can someone plz contact me !!!  I talked about my missing and broken items yesterday but nobody is getting back to me-!!! Im extremely dissappointed on the customer support!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @makeuplovaah,   I have sent you a private message. Please check your messages when you have the chance. Thanks!    Best Wishes,   Janean see post
Trying to make a Sephora purchase online
Every time I try to make a sephora purchase online, this error screen shows up. I am just wondering if I am the only one who has this occur while trying to check out. Its very frustrating because sometimes I try refreshing multiple times and this error page still shows up.    Details: I am using a Mac Book  Using Chrome   If anyone has any suggestions I would greatly appreciate it !   
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @denisers,   I am very sorry for the difficulty you are having checking out. I suggest clearing your cookies/cache or switching browsers. If the issue persists, p... see post
Payment with paypal (international customer)
Dear customer support, Why is paypal not an option when I'm a international customer?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @MissKimmiii,   At this time we are not able to accept PayPal, Sephora Gift Cards, Sephora eGift Certificates, Sephora inside JCPenney Gift Cards or JCPenney gift... see post
Change my birthday on Sephora
Hi there, I just realized my birthday is wrong on my account, could you help me change it to August 8th, 1989? Thank you very much.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @summersjj,   I have updated your birthday to 8/8/1989. You may want to lo out and then back in to see the update on your account. Thanks!    Best Wishes,  ... see post
items missing!!!
hello i opened my package today and i have three items inside that are missing and my brow powder is completely shattered!!!! i am so disappointed !! i cant believe it happened!! can someone plz help me as fast as possible!!!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @makeuplovaah,   I will send you a private message so that I can help you with this. Thanks!    Best Wishes,   Janean see post
NEED TO EXCHANGE A PALETTE FOR THE SECOND TIME. PLEASE HELP!
EXCHANGE AN ITEM TWICE?    So I got an Anastasia Beverly Hills cream palette for Christmas this year. The color ended up being too dark (i could tell before even touching it) and looked dried out so I never even used it, just went in and exchanged it in January for a lighter shade. The original date my mom bought it was Nov. 27th. After exchanging it I have not tried the new one until now, and this color doesn't work either its not for my skin color and it made my cheeks break out. They are just so much i'd hate to lose out, I don't want money back or anything to that nature, i'd just like a piece of makeup that isn't going to go to waste. My question is if Sephora would allow me to make another exchange? i never make returns/exchanges this was my first ever. I also have both original receipts from the OG purchase and from the first exchange as well. Anyone who can help i'd really appreciate it! CommunityUsersPrivate Messages
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi xcheeeks,   I'm sorry to hear both of these palettes didn't work out for you! I'd recommend contacting your local Sephora store directly for more information rega... see post
return tracking
Hi!   I had to return 4 items from 4 separate orders, I used the online return tracking form, printed out the labels and dropped each off at my post office this was done before the 14th of Feb   now today when I went to check the status using Canada Post each one of those numbers are not valid in the system (triple checked they were typed in correctly)   what gives?   if I cant track the status of the items being returned how can I know they made it back safely and not be out $$?      
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tatooednurse, We can check on if for you if the returns are not processed within our time frame. It can take up to 30 days from the time you send them back to be proc... see post
combining accounts
hi, i have 2 accounts. How can I combine them?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kristilyn,   I will send you a PM to help with this in just a moment! see post
Opinion email
I received a survey email from Sephora -- I'm just wondering if it's a legitimate survey or spam? I haven't seen the email address posted anywhere as one that comes from Sephora -- opinions@beauty.sephora.com. Thanks!! 💖
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mdk27,   Yes, this is legit, feel free to take the survey if you're interested! see post
2-DAY FLASH SHIPPING...except not.
I didn't want to add to the list of Flash shipping threads, but I figured I would be acknowledged this way somehow. Anyways, I placed an order on Wednesday around 1:30pm to make the arrival of Friday. I receive a shipping notification the same night around 5:30pm. When the ETD updated the next day, it said it would arrive by Monday! The homepage clearly states that it would arrive by Friday. Not "ships by" but "arrives by" Friday.    I don't need royalty treatment even if I am a Rouge member, I just want what is supposedly advertised. And this is false advertisement.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi misamisa,   I'm sorry to hear that! I am happy to look into your order status for you, and will PM you shortly with more info. see post
Sephora PLAY!
I just had a question regarding the subscription. I wanted to know if there is any way to see that you have properly been signed up for the subscription because I know I subscribed a few days ago and today I got an email about Sephora PLAY! saying to sign up again, does that mean I wasn't subscribed properly? or just another sort of email?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jiskey1215,   I'm sorry for the confusion! In reviewing your account, it does not appear you're signed up for our PLAY! subscription. If you may have signed up us... see post
profile info
my birthday in my profile is wrong it says it's january first but its actually feb. 25 idk how to change it so that i can get my birthday gift
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beautygurl2,   I've updated your birthday to February 25th for you :) Happy early birthday!   Always, Danee see post
Just wanted to say thank you
I had a problem where USPS lost 2 of my packages from sephora on the same day (so sad) and the customer service rep on the phone was super sweet and replaced the items for me. I had to call twice because I didnt realize they were both supposed to be delivered on the same day and I got the same rep twice. Although the promos were already out of stock, she offered some BI points which was really nice of her. It isnt Sephora's fault that the packages went missing, so I just wanted to say thanks for the really great service and super sweet person on the phone!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi franceslovesyou :)   I'm so glad to hear about your recent experience with our Call Center and thanks for taking the time to share this with us! I've forwarded t... see post
refund question
I purchased the Sunday Riley power duo from a Sephora store. I used it a couple of days ago and woke up with an pretty bad allergic reaction. I won't ever be using these two products on my skin again, and would like to return them asap.   However, I don't have the physical receipt, and I can't find this product in my online purchase history anymore. Can I still return this product at a Sephora store, or get a store credit?   Thank you in advance.
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BEAUTY MAVEN vitajulz / BEAUTY MAVEN BEAUTY MAVEN / replied
Hi Stephanie,   Thank you for helping me. I just went to a Sephora store in Toronto, but they said they can't refund or give me a store credit because this product was... see post
Change my birthday
How can I change my birthday to a March 25,1998 I have it under my moms not mine. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MaddiH,   I've updated your birthday to April 1st for you!   Always, Danee see post
Can I return my Tarte highlighter and get a replacement? It was shattered when I opened it!
I bought the Tarte highlighter on my trip in Chicago. I didn't open it until after I got home and already threw away the packaging. I went to use it and it's shattered in a million pieces. Can I return it and get one that isn't shattered?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Olivia222, Oh no! I'm so sorry to hear that happened. I would recommend contacting your nearest store for more information> http://www.sephora.com/store-locations-eve... see post
does sephora offer military discount in stores?
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Boogieman, Sorry! At this time, we do not offer a military discount.  see post
How do I add points from my receipt?
When I asked the cashier yesterday if I could get a card she said that Sephora was going cardless. She also said that and I have to download the app to get points and that I could add my  points from the app but I don't see where I can do that. I also posted this question in another thread and no one replied.....
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JazzeStarr, I will send you a message to help.  see post
Email for Sephora Card
Hi,   I do not remeber the email that I have on my sephora card. Would you be able to help me out?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Leila98, I will send you a message to help. see post
VIB Status
Hi, I had a beauty insider account on here and I had someone update me to VIB because it didn't do it for me automatically. When it was updated the lady who helped me said my purchase history wasn't transferred over but when I spent something like $150 more to contact them and they could upgrade my account manually to VIB Rouge I think. I was using the beautytalk username Heatherash but I can no longer access that profile for some reason. I was orginally speaking with  MariekeBT  as well. I hope this makes sense. Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Heatherash33, I will send you a message to help.  see post
Missing Purchases
I purchased four or so items back on November 15th and only two of them have appeared in my "My Purchases" section, but the total price of my purchases in my points section should include the missing items. Why is this? 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mollys4, Sorry for the confusion!  If we no longer have the item online or it has a different sku # in store, the picture of it won't show up in your purchase history... see post
Is anyone else getting stuff removed from their cart?
I don't know if it's just me but i leave stuff at my cart along with promo codes and samples but for these past few days my promo and sample items keeps on getting removed from my cart. When i switch from browser to phone app, the same thing happens. All my samples and the promo code are removed so i have to put them back again. Weird thing is, the samples are all still in stock and the code is also active. I've tried logging out, resetting my browser, removing cookies and history but nothing works! What else should i do??  
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BEAUTY CONNOISSEUR anla87 / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / replied
Yeah, i find it really odd too. I didn't have this problem before, thought it was just a glitch but its been going on for the whole week see post