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BB541
Points have a lower balance...AFTER my shopping trip!
I had over 3600 points this morning...I spent close to $100 today at Sephora - didn't buy a point perk, and have less than 3600 points now. Does anyone know how that could happen?   Also, is the only way I can accurately track my points, to manually calculate per order what I should have?  I cannot find online where the points are noted, other than the overall tally at the top of the page.  I have kept every receipt since 2008 so counting would be time consuming, but possible...I'd rather not though!   Thanks for your help!
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joannemarie91
Beauty Insider card is not linked to my online account?
I had an online account and then I went to the store a few days ago and got my Beauty Insider card. When I logged in my account today, the points from my in-store purchase were not registered, and I'm sure I provided the same email address. Is there any way to fix this?
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fatimamummy
When are the holiday sets going to be available in canadian stores?
I have not checked the store availability of all the holiday sets but UD vice3 and Too Faced sets are not showing to be available in canadian stores....WHEN are we going to have them here in stores. I don't feel comfortable ordering the products online for which I need to check the shades. Can a MOD check it for us Canadians.
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Rezekfish
Yves St. Laurent 500 Point Beauty Insider Gift -- SO DISAPPOINTED
I'm so upset. I have been saving my beauty insider points for something I actually want. I have skin allergies so I have to be careful with what I use. I got an email about the Yves St. Laurent 500 point gift and immediately looked online for it and it wasn't there. I went to two different stores, which both told me they hadn't gotten it YET. So then I tried calling online and they told me it was all gone and I couldn't get it. So I asked to speak to a supervisor, as I can't imagine how they can send a mass email out to their faithful customers and not have enough to even last a few days. The rep told me he'd have someone call me back. Well, I'm still waiting! I am really, really frustrated and it definitely changes my view of Sephora. If they're not going to have enough stock, either limit the type of marketing they do about the gift or provide something else to people, or just order more of it. 
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Masaya
BEAUTY PRO Masaya / BEAUTY PRO BEAUTY PRO / replied
It happens.  The only thing you can do is hope it comes back in stock or wait until you see a different bi gift that u like see post
KendraKendra
Double charge
Issues with sephora's billing software, double pending charges. Called customer service and I was blamed (so rude and also wrong). I'm so sick of issues like this. Fed up with sephora.
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KendraKendra
BEAUTY WHIZ KendraKendra / BEAUTY WHIZ BEAUTY WHIZ / replied
She was clear on why they were there. There was just nothing she could for me. Pending authorizations freeze money in accounts for up to a week or more. I find this an u... see post
lauralls
VIP 10% Coupon
Hello,   I recently was I was in a store and purchased a hair dryer and some make up.  I thought I used my 10% VIP welcome discount code. I noticed yesterday that it was not applied in the store. Is there a way that it can be applied now or a credit applied somehow here?  I do not want to go back to the store and deal with it there.  Please let me know.   Thank you very much.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lauralls! I'm sorry to hear that! Unfortunately, if the purchase was made in-store, they will need to handle it there.  They should be able to easily help you if the ... see post
Brigeyboo
plz halp.
I have a Beauty Insider card but the site kept telling me that none of my emails were linked to it (though I'm fairly certain that I just logged in with one the other night) Had to make this new account. PLZ HELP, you lovely people!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Brigeyboo, I am sending you a private message to help.    Cheers!  Kevin  see post
VJ2014
Sephora Sample Policy Changed?
Hi, so I purchased about $200 during the past week in the Sephora store that I usually went to. The staffs were courteous and responsive, and quite proactive. I used some points to exchange for samples after the purchase, I can't help but notice that all samples I received are only half-full. The half-full samples are as below:   Lancome  Advanced GÉNIFIQUE Youth Activating Concentrate : 100 points, HALF-FULL. I exchanged for this twice, and noticed both bottles are only half-full.   LIVING PROOF Instant Texture Mist deluxe sample (a girl at the cashier offered to give me for a try): HALF-FULL.   Tom Ford perfumes samples: HALF-FULL. I asked for two Tom Ford perfumes samples, and the staff was quite courteous and filled two sample bottles immediately. They are half-full.   I was wondering whether this is the new sample policy of Sephora? Thanks!    
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi VJ2014! There hasn't been a change in the policy.  It can be normal for some of our samples to not be filled all the way so they do not leak as much.  (As we all know... see post
hthranng
Wrong product purchased!
Hi everyone!    Okay so I went to my nearest Sephora today which is an hour away! They had a Lancome special at the store today and I figured to have them put on one of their new foundations, Nude Miracle. I told the girl I loved it and would like to purchase it. So she got my shade and I proceeded to check out. I got home and wanted to read up online about it more and noticed she gave me the wrong foundation! she gave me the Teint Idole ultra 24H. So my question to you is, Do I have to return it to the actual Sephora store where I got it or could I possibly return it to my JC Penny Sephora (If they have it?)  I would hate to drive a hour away to return it!! What should I do?! 
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hthranng,   Oh no! I'm sorry that she gave you the incorrect foundation. You can exchange it to your local Sephora Inside JCPenney location. Make sure to bring yo... see post
bertina
Hourglass Ambient Blush Palette
Is the Hourglass Ambient Blush Palette gone for VIB Rouge members? It will not let me add it to my cart. The add to basket button is grayed out.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bertina,    The Hourglass Ambient Lighting Blush Palette is currently out of stock. I am trying to find out more specific information on when it will become... see post
lemonbars
BI card/online account - how to sync?
Hi there! I am having trouble linking my new online account to my BI card. Can someone message me please?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lemonbars,   I will send you a message now to link your accounts together! see post
ydnam
Split payment ?
Can I pay for my order with a gift card and put the balance on my credit card?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ydnam!   Yes, you can definitely use a Sephora gift card for part of your order and pay for the remainder of the order with a credit card. see post
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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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gingerblack,   We have reached out to our team that handles this. We will be in touch with you as soon and we have more information. 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
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
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
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
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
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
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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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
It should be available for everyone sometime in Oct! Thanks for your patience. 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
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
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
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
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
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
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
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
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