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Returning item but got a free gift with 40 dollar purchase?
I ordered the too faced holiday pallet and hate it. I want to return it in store. The order Came with a bag of fragrance samples and a eyeshadow stick that came with a 40 dollar purchase. Do I need to bring this also?   Also I'm not sure where the receipt is. I can probably find it but if I can't is there any way to look up the purchase?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi zombiegotmeh,   Sorry that palette isn't working out for you! You're welcome to keep the freebies you received with your order, no need to return them.   Also... see post
HELP!!!
How do I add my Beauty Insider/VIB card to my online account? 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Y12345,   I can help you with this! I'll send you a PM soon. see post
Missing samples again
Hi, I ordered from Sephora two weeks ago and when my items came, none of the three samples were included, although an agent did assist me with that issue. This time around, I just received another order from Sephora and again, none of the three samples were in the order, however they are still listed on the receipt.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi qiaosede,   I'm sorry to hear your samples were missing from another order! I would be happy to help out with this! I'm going to send you a PM now :)  see post
VBI Account and Points
Just wondering how to set up my Beauty insider card to my online account:?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rachael95,    I can help you with this! I'll send you a PM soon. (:  see post
Need help linking beauty insider card to my online account.
I need help linking my Beauty insider card to my online account.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Dani000554,   I'll send you a PM to help out with this! see post
NARS Blush - Goulue
I recently became VIB rouge.  I got this great nars blush in a color I love.  I tried to purchase it but I am not able to.  Can anyone help me?  
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi g8sushma,    I would be happy to assist you with this. I'm going to send you a private message! Please check your inbox momentarily.    Best, Mali see post
online issues
Everytime i go online it shows the wrong amount of points!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Arla9,   Sorry to hear that! Let me take a look into this for you and I'll send you a PM soon. see post
How can i redeem my points using my receipt? HELP!
Lucylulu90 / NEWCOMER / replied
Hi! Will I ever be able to do this? I have tried a million ways. Its getting really frustrating. Am I actually talking to a human here? see post
Play by Sephora error
I got an email today saying I am eligible for a spot in Sephora Play. I've gone through the steps to subscribe multiple times with multiple cards and it does not work. I get an unknown error message. What might the issue be? I would really like to subscribe while I have the chance.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jensesh96,   I'm sorry for the difficulty you are having signing up for our PLAY! subscription. I'll look into this for you then send you a PM with more informati... see post
I also need help linking my Beauty Card that I have had for awhile with my online account I just created when I signed up for Sephora Play!
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LaurenTarp,    I would be happy to assist you with this! I'm going to send you a private message regarding this. Please check your inbox when you have a moment. T... see post
Unsuccessful Authorisation
Hi - when I checked into my order I saw it had been labelled unsuccessful authorisation - this is a gift for my sister, who's birthday is tomorrow, What does this mean and why isn't an email sent to alert you?    
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi IrisPham,   It should drop off within 1-7 business days for US and Canadian credit cards and up to one billing cycle for international credit cards. If you would ... see post
I also need help linking my Beauty Insider card to my online account!
I have a Beauty Insider card and have had one for a while, but have just made an online account. Is there a way that I can link my existing card to my new online account?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi petitedragon,   Sure! I'll send you a PM.  see post
How do I add my Beauty Insider/VIB card to my online account?
How do I add my Beauty Insider/VIB card to my online account? I've looked at similar questions here, but everything seems to be responded with a PM.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kailyn22,   I'm sending you a PM to help!   Always, Danee see post
Transferring Beauty insider points
Hi! I have two sephora accounts. I was wondering if I could cancel my old account and transfer my points over to my new account? How would I do this? I also have a card full of points (not sure if it's linked to my old account), is it possible to transfer these over as well? I have the card number.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Khaleesri,   I can help you with this! I'll send you a PM soon. see post
Missing Sephora Gift Bag??? unprofessional, upsetting.
I made an online purchase about a week or so ago and was able to use a special offer to get a Sephora Sample Bag. I received the package today and noticed the Sephora sample bag was not in there with the products I ordered :/ Was really looking forward to having received the bag which would've been convenient as a MUA. Can anyone help??
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Maxamalia,   I'm sorry to hear that you did not receive your Sample Bag. I'll send you a PM soon regarding this!  see post
I also need help linking my beauty insider card with my online account
Can anyone help me with this? My beauty insider card was initially made under my moms birthday but it's basically mine now and I have an online account. Can somebody help me link the two?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cathy4321,   I can help you with this! I'll send you a PM soon. see post
Unsuccessful Authorization Order
My order status is unsuccessful authorization. What does that mean and what do I need to do?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi erikayco,   I'll be happy to look into this for you! I'll send you a private message with more information shortly.   Always, Danee see post
AB Modern Renaissance Palette
Hi,   Im just wondering what's going on with the AB Modern Renaissance palette restock? I've been waiting for almost 2 months and there is still no information on its restock. -Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI JMackie,   This item should be restocked on our website within the next few weeks! I'd suggest signing up for the email alert on the product page to be notified a... see post
Charged 3 Times
I placed an order online about 20 minutes ago and found out that I was charged 3 times for the same order. I did not receive any confirmation emails, nor was I informed by your website that my order went through. I was stuck on the checkout page for 45 minutes trying to figure out why my billing information was incorrect and kept attempting to submit my order, but your website kept telling me to go back and verify my information. I demand a FULL refund for the 2 out of the 3 orders that were charged, and want the order I placed. This makes me very upset and I will make sure I call your services first thing in the morning, if I do not see a reply from your offices.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mylenealcayde,   I'm sorry to hear this. I can look into this for you and I'll send you a PM soon!  see post
How can I link my VIB card to my account?
How can i link my vib rouge card to my online account?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Victoriavee,   I'd be happy to help you with this! I'll send you a PM soon.  see post
How can I link my Beauty Insider card to my online account?
This probably gets asked a lot, but how can I link my physical BI card to my online account? I've never order anything from the website before so I had to make an account, but I've had my card for years. 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi iliketoast,   I would be happy to assist you with this. I'm going to send you a private message. Please check your inbox momentarily. Thank you.    Best, Ma... see post
Lost package
Hi i ordered from sephora last week and my package was suppose to be delivered this past saturday (the 24th at 1:32 pm). But the package wasn't at my front door or mail box or anywhere. I literally looked everywhere i possibly could & asked people on my floor in the apartment complex & nothing. Im concerned, this is my first time ordering from sephora & i didn't get my package even though ups tracking said it was delivered. Im truly upset, please what do i do?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bbsteph,   I'm so sorry to hear that you didn't receive your package! I'm happy to look into this for you and I'll send you a PM soon. see post
POINTS ARE GONE AND A LOT OF MY PURCHASES FROM THIS YEAR ARE NOT SHOWING UP!
Hi, when i went to Sephora yesterday I was rather SHOCKED to find out i only had a little over 100 points, considering the previous time i was there i had well over 300. I was even upgraded to a VIB the last time i bought something, which was just a little over a month ago. Today when i got on my account, I checked my "purchase history" and noticed a large amount of my purchases made this entire year are not showing up in my purchase history. The only purchase that is showing up is yesterday's purchase. Please help. I don't want to lose all of the points I've been saving up
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi megann14,    Oh no! I am going to send you a private message regarding this. Please check your inbox momentarily. Thank you.   Best, Mali see post
Delete a review?
Oops--I just accidentally left a review for the wrong IT Cosmetics CC Cream. Any chance of deleting it? I left a review for the one with Illumination when I meant to leave it for the Original! :\
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi katydid22,   I can definitely help you out with this. PMing you now for more info :) see post
Problem with my billing information?
(Sorry if this is in the wrong area I've never used this before) I keep getting this message whenever I press place order.. We're sorry but we are unable to process your order with the information provided. Please verify your billing information and try again. For assistance please contact Customer Service at 1-877-SEPHORA. The billing address is the exact same one as the one on my bank account, so I don't see the problem.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @deensh,   I'm sorry to hear that, it should be able to go through! I'll send you a PM soon.  see post
Delete Review
I submitted a review before I was done. Any way I can get it deleted so I can redo it. It was for the Make Up For Ever Ultra HD cover stick.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi danni08,   I can help you out with this! I'm going to send you a private message now. Thanks! see post
Does Sephora accept empty perfume bottles for recycling purposes?
Does Sephora accept empty perfume bottles for recycling? I've read online that if you have a certain amount of empty bottles from a particular perfume company, you can get a discount on your next bottle. This is a great recycle program, but I like to wear a lot of scents and have lots of different empty bottles I'm not sure what to do with. i'd hate to throw out perfectly good, pretty glass containers, but they're starting to pile up. Any suggestions? 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi adreaminaqua,    We do not currently accept empty perfume bottles for recycling purposes. Sorry! I know some people like to reuse their empty perfume bottles for ... see post
ALL OF MY ORDERS ARE CANCELLED
I made my first purchase a few days ago and made several purchases yesterday. Everything (billing etc) went fine and my credit card has been charged. However when I checked  the purchase history, it was empty! I sent an email to the CS and they told me that all of my orders was cancelled because they  are unable to ship to the shipping address I have provided as it is associated to multiple people. Said it was a business decision and they are unable to make an exception. As a matter of fact it was actually a private address and I have never purchased any makeup except for an online brand and the transaction went successful multiple times so I don't know why the Sephora transactions was always cancelled.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi natashamaureen,   I'm sorry to hear this and I can look into this for you. I'll send you a PM soon.  see post
Delete Beauty Insider Account
I would like to delete my Beauty Insider account and regular account.  How can I go about doing this?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Megu,   Just FYI I moved this post to customer service.   I'll send you a PM regarding your account! see post
Missing Package!
It has been a week since I lost my package. I made multiple complaint through email, but never got any response back. It is infuriating because it said that a rep will contact me back within 24 hours, but that is a lie. It has been a week now, still nothing. I made two purchased, one on Sep 8, 2016 and Sep 10, 2016, it was really concerning because I received the second purchased, but not the first one. At this point I just want my refund.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shurlz,   If you have not yet received Keely's private message, you are welcome to send her a PM directly!   Always, Danee see post