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2 Year Cosmo Subscription
I placed an order with the free 2 year cosmo subscription, and the promotion didn't even show up in my order history. Will I receive this subscription? And shouldn't it show as applied on my most recent order? Will I receive this or did it not go through? Please advise. I didn't see this on my receipt for my order. Thank you!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi viviangrace124,   I would be happy to look into this for you. I'm going to send you a PM now. Thanks! see post
I just made a purchase(online) and i forgot to key in my code for $15.00 off... is it too late to use that?
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Krissydbri,    I'll send you a private message regarding this. Thanks!   Best, Mali see post
Shipping -Canada (Rouge)
Hi   ordered 26 June, just got notification delivery is expected 6 July! is going on? I live in the GTA and am Rouge, expect deliveries in 48-hrs and have even had next day delivery. 10-days? Something doesn't seem right. 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @CheerMomma,    I can look into this for you. I'll send you a private message!   Best, Mali see post
PLAY! By Sephora cancelled
I recently received an email that my subscription to PLAY! Needed an updated card.  I updated my card, yet, it was still cancelled.  So, I re-subscribed on June 22nd.  On June 24th, I received another cancellation email.  I triple checked all my information.  Everything is correct.  Is there a reason my subscription keeps getting cancelled.  I saw where the box is listed on June 24th as an order, but it says authorization unsuccessful or something like that.  
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jacquelinee,    I would be happy to look into this for you. I'll send you a private message!   Best, Mali see post
Linking Account with VIB card
Hi!  How do I link my VIB card to my online account?   Thank!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi GiovannaMarie,   I'm sending you a PM to assist you with this!   Always, Danee see post
Sephora Canada Day 150 Contest
Canada Day 150 Contest     How to Enter: No purchase necessary. Participants must have internet access and a valid Instagram account to enter the Promotion. If you do not have an Instagram account, you can obtain one for free at https://www.instagram.com .   To enter, log-in to your Instagram account during the Entry Period and visit the Sephora Canada page on Instagram at https://www.instagram.com/sephoracanada/ . Then, follow the instructions to answer the question associated with the Promotion picture posted by Sephora that day (“Promotion Picture”) and comment on the Promotion Picture with your response, along with the hashtag #SephoraLovesCanada. Sephora will post a total of three (3) Promotion Pictures, one for each day during the Entry Period. You must comment on the Promotion Picture by 11:59 pm ET the same day the Promotion Picture is posted (or by 7:00 pm ET for June 30, 2017 for the Promotion Picture posted on June 30, 2017).   To be eligible, you must follow @SephoraCanada on Instagram and your comment must: comply with the instructions above; comply with the Instagram Terms of Use available at https://instagram.com ; not infringe upon any person’s personal or proprietary rights, or be offensive, obscene, profane, libelous, threatening, harassing, derogatory or otherwise in bad taste; and be public. Instagram privacy settings may be adjusted by changing the security and privacy settings in your Instagram account.   If you choose to participate using your mobile phone, standard data fees may apply. See your wireless provider for pricing plan details. Void where prohibited by law. Limit one (1) entry per person per day and limit one (1) prize per person throughout the Entry Period. Entry requests generated by script, macro or other automated or improper means are void. Any attempt by any participant to enter more than once by using multiple/different accounts, identities or logins, or any other method will void that participant’s entry and that participant may be disqualified.   Prizes: There are six (6) prizes available to be won during the Entry Period, two (2) prizes allocated to entries submitted for each Promotion Picture. The prizes are as follows:   For two (2) of the prizes, they will each consisting of the following:   A Tatcha pack of: three (3) Camellia Cleansing Oils, three (3) Luminous Dewy Mists, and three (3) Polished Classic Rice Enzyme Powders; One (1) Dyson Supersonic hair dryer; A Ouai prize pack of hair oil, dry shampoo, texturizing hair spray and treatment masque products; A Bite Beauty pack of various lip liner, lip mask and lip scrub products; and Five (5) mystery beauty products, as selected and announced by a special guest on Sephora’s Instagram stories account Segment (described and defined below).   Approximate retail value of each prize above is $1217 CAD.   For two (2) of the prizes, they will each consist of the following:   A Sephora Collection lip vault; Three (3) Farsali Gold Elixirs and three (3) Farsali Unicorn Essences; Three (3) Nudestix Go Nude But Better kits; An Urban Decay pack of palettes, including a customized palette; A Milk cosmetic product; and Five (5) mystery beauty products, as selected and announced by a special guest on Sephora’s Instagram stories account Segment (described and defined below).   Approximate retail value of each prize above is $1107.   One (1) of the prizes will consist of the following:   A Beauty Blender special edition gift pack; A Cover FX pack of powders, primers and drops; A Fresh Black Tea Set; An Ouai prize pack of: Rose Hair & Body Oil, Wave Spray and Dry Shampoo Foam; and Five (5) mystery beauty products, as selected and announced by a special guest on Sephora’s Instagram stories account Segment (described and defined below).   Approximate retail value of this prize is $1277.   One (1) of the prizes will consist of the following:   A Beauty Blender special edition gift pack; A Cover FX pack of powders, primers and drops; A Fresh Rose Set; An Ouai prize pack of: Rose Hair & Body Oil, Wave Spray and Dry Shampoo Foam; and Five (5) mystery beauty products, as selected and announced by a special guest on Sephora’s Instagram stories account Segment (described and defined below).   Approximate retail value of this prize is $1097.  
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!Delete Reveiw!
Hello!   Could someone please delete a review I left for Hourglass Veil Mineral Primer?   I was incorrect on an issue and don't want to misinform anyone (plus its embarrassing lol)   Thank you!!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi txbeauty7 :)   I've removed this review for you! Please allow a few hours for this to update on our site.   Always, Danee see post
Linking Account with VIB card
I've been a VIB for a while and wanted to redeem a free-shipping code I received from when I upgraded to VIB but it says I'm still a beauty insider and currently have 0 points in my account which is false. I wanted to know how to link the accounts. 
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valeriaacoronaa / NEWCOMER / replied
Okay sounds good   Thanks, Valeria see post
Hi can I change my birthday to my real birthday march 20 1996? I accidentally made a mistake
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maryhellokitty,   I've updated this for you now, and you should see the changes within 24 hours.   -Stephanie see post
STATUS: Unsuccessful Authorization
Hello,   Can somebody please help me understand why my orders are getting cancelled?   The billing information I provided is accurate.   Thank you, Sara
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sara265,   I'll be happy to look into this for you! I'll send you a PM shortly.   Always, Danee see post
Charged 4 times for an order... Help please!
Hi,  i just placed an order and got charged an additional 4 times for the same amount. Can a Mod please help me out!    Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KatrinaGG, I will look into this and send you a message with more information. see post
Help change birthday
I just realized my birthday says November 22 on here but its suppose to be April 10th, 2002 can someone help me change this ??
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi zOeLyNN1, I have updated your birthday :) see post
Change Birthday
My Birthday is listed as May 5th, and it is May 4th. Is there any way this can be changed? 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nidz9412,   No problem, I've updated this in your account for you now! You should see the change take effect within 24 hours or so. see post
Points not added
My points weren't added to My account 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Litzy90, I will send you a message to help :) see post
Unsuccessful Authorization - Please Help!
Hello! I have placed an order on June 19 and didn't receive any emails that payment didn't go thru. I checked my account and there is a message of "Unsuccessful Authorization". Will you please help? I am sending this to my sister in Canada and she is moving to Brazil and I need this to be delivered by July 8th.   Thank you!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @sihitz,    I can look into this for you. I'll send you a private message.    Best, Mali see post
Unsuccessful authorization
I've tried to place an order four times at Sephora Play with a valid PayPal account, yet I'm getting unauthorized authorization for this order even though my information, my address and my credit card are right. I've already tried live chat several times, and it was so useless and annoying. I don't get why Sephora has to make things so difficult. It really makes me want to spend my money elsewhere. Has anyone else had this resolved?
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SPECIAL GUEST slvbrjn / SPECIAL GUEST SPECIAL GUEST / replied
I hope so. I look forward to hearing your news.   Thank you in advance,   Silvia see post
Order arrived with strange substance on item
My package arrived with a strange pink substance on one of the products.  I checked all my items and the samples to see if they were the source, but everything was properly sealed.  I have no idea what this substance is.  As a result, I have to pay money to print a shipping label or travel to a Sephora location via public transport.  I don't understand how this happened, considering everything in the order was fully sealed.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rubythursday,   Sorry to see that! I'll send you a PM in a moment for more info. see post
Birthday gift/ unsuccessful authorized
Hi, my order was "unsuccessful authorized" I wanted to get my birthday gift because I'm unable to go during this month. Can I get it later
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi elaceni,   Sorry about that! I'll look into this for you and send you a PM with more info. see post
profile photo?
Hi, can someone tell me how to add a profile photo?  I have added the photo, I see it there in my profile but can't figure out how to make it my profile pic.  thanks
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @tantallum99,   I am glad you figured it out :) Please let me are any of us mods if you need further assistance. Thanks!    Best Wishes,   Janean see post
Paid for a gift box, Didn't receive it
I recently purchased some makeup as a gift and added the option of adding a gift box for a charge of $4, however I didn't receive one with my order.   
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry about that RosieRsr,    I'd love to look into it for you. I'm sending you a PM :)   Thanks,    Sian see post
STATUS%3A UNSUCCESSFUL AUTHORIZATION
Hello,   I have tried ordering from Sephora a couple of times already but the status updates to Unsuccessful Authorization.   Can you please help?   Thank you!
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sara265,    Sorry you're having trouble ordering. I'll be sending you a PM shortly!   Thanks,    Sian see post
STATUS: UNSUCCESSFUL AUTHORIZATION
Ive tried ordering four times already and I get a Unsuccessful Authorization status. Why?
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi morakt,    I'm sending you a PM and will assist you shortly!   Thanks,    Sian see post
Canceled order
My latest order was canceled two days after I placed it because the item became out of stock. I'm really upset because the item was in stock when I placed it, and I don't expect to have it canceled without any notification. 
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry to hear about this tnnastc!   I'm sending you a PM so that I can look into this for you.    Thanks,    Sian see post
Extremely Upset
What has happened to Sephora's customer service? I order online all the time, and 2 of my last 3 orders did not contain samples I had chosen and another order arrived with NO samples at all.  Then today I place an order so I can try the Tom Ford lipstick only to be sent an email a hour later and told you are now out of stock.  I should be AT LEAST be given the option to select a new promo that is in stock.  Finally, why do I rarely actually receive 2 day shipping?? My last order supposedly shipped on Saturday but I did not receive it until Wednesday.  I am extremely disappointed in Sephora lately.  I will not even go into how I was treated when I visited a Sephora store while traveling recently.  I would like to know how Sephora plans to resolve these issues, especially the Tom Ford promo issue, this apparently happened to numerous customers.  
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oh no! Sorry about that amhat10 :(   I'm sending you a PM so that I can assist you further.    Bisous,    Sian see post
Linking Account with VIB card
I've been a VIB for a while now and wanted to order online but I realized that it say's I'm still a Beauty insider instead of VIB. I wanted to know how I can link the accounts since I do have a couple points accumulated on my online account. 
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EskimoKim,    I'd love to assist you with that! I'm sending you a PM now :)   Thanks,    Sian see post
So many missing samples
It was my very first online order from Sephora and I was so looking forward to it. I am happy with the products, but unsatisfied with service.   My deluxe sample(classic glamour fragrance bag) was canceled because it was out of stock and I got nothing. I totally understand that it can go out of stock, but I think it has to be substituted with another deluxe sample that's available.   Also, I picked three free samples for first order but only one came in. For second order, only one free sample among three came in and it wasn't even what I chose.   I can't believe these happened in a row, and thus I feel like it's very unlikely to be a simple mistake. I am very disappointed in Sephora after these first two orders.
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi azalea3,    I'm so sorry to hear about this! I'm sending you a PM and will assist you further.    Bisous,    Sian see post
Beauty Bazaar
I think it kinda sucks that I didn't get the chance to get points from beauty baazar as I just purchased makeup for over 300$, didn't know any better and didnt get the chance to register my birthday before after I purchased my makeup. It would've been really lovely to get a little extra makeup as I payed 100$ for only shipping (Norwegian).
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Emmaxov,   I apologize for any confusion here regarding your Beauty Insider points! I'm going to send you a PM now so I can best assist you. Thanks :) see post
Birthday change
Also, can my birthday be updates to June 25th? I didn't realize when I first made my account that the birthday mattered. I think I have it in as a date in February?
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SPECIAL GUEST blakelybxoxo / SPECIAL GUEST SPECIAL GUEST / replied
Okay thank you.  see post
Hi,
Earlier I went to the sephora store and purchased a few items. They are not showing up on my account, it worked last time but not this time. I have the receipt and everything
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @blakelybxoxo,   I'll send you a private message regarding this as well!   Best, Mali see post