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Customer Service
kbmatthews
Missing Samples?
So I got one of my orders today, and all the samples (including the one that needed a code) was missing. It clearly shows on my packing slip I was supposed to get them with this order. Anyone else have this happen?    I figure my best bet is to contact customer service, but I'll be bummed if I don't get the deluxe sample since its OOS now. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kbmatthews,   I'm sorry that your deluxe size samples were missing from your recent order along with your 3 complimentary samples. I would be happy to assist you ... see post
enableme
At this point, I feel like Sephora is purposely messing with me...
I placed an order on Monday and it finally arrived today. ONCE AGAIN, instead of shipping me the 500 Laura Mercier Point Perk, they sent me the Clean Skin one. If it's not in stock anymore, then state it on the website, otherwise, stop sending me the wrong thing.   http://www.sephora.com/product/productDetail.jsp?s kuId=1468917&productId=P221140&om_mmc=oth-bt-richl ...   I am so irritated right now, I could scream. Mods, if I could have my 500 points back, once again, that would be great.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi enableme, Sorry to hear that! I'll send you a message to help. :) -Laura see post
Maggie111
Hi, how can I get a Sephora packaging bag? just like if I buy something in the Sephora store.
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Maggie, Our paper shopping bags are only available in our retail stores. Contact your store directly for more info > http://www.sephora.com/store-locations-events ... see post
Kamielle
Tracking
Hi, I think I got the wrong tracking number. I cannot track my order through the UPS Website for some reason......?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kamielle, It often takes 24 hours for tracking info to update on the UPS website. If you track the package again tomorrow, the correct information will be updated u... see post
sephoraadmin2
Kat Von D 24-Hour #SephoraGiveaway On Twitter
  Score a beautiful look that lasts for 24 hours, courtesy of Kat Von D! Enter for a chance to win a beauty bundle from the tattoo artist and beauty brand founder. On April 17, three lucky winners will each take home Kat Von D’s new Chrysalis and Monarch eye shadow palettes, her new Immortal Lash 24-Hour Mascara, and her bestselling Tattoo Eyeliner. All products included in this bundle are guaranteed to last up to 24 hours and are exclusive to Sephora. For a chance to win, follow @Sephora on Twitter and reply to the trivia question asked on April 16th at 1pm PDT with #SephoraGiveaway in your tweet. All correct replies received within 24 hours of the trivia question are eligible to win. The winners will be selected at random from the pool of correct replies. Watch your Twitter feed on April 16-17th for a chance to win.   See official rules below.    Good luck!    
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sdbeautyjunkie1
BEAUTY PRO sdbeautyjunkie1 / BEAUTY PRO BEAUTY PRO / replied
Yeah this sucks should have been on the front page  see post
Graceya
Combining my beauty insider card with my online account
Hi, I would like to merge the online account with a new beauty insider card I got. I broke my card and the new one I received does not link with my account. Thank you
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Graceya,   I can definitely assist you with this. I'm going to send you a private message to get more information from you. :)  see post
dannyc
Links not working
Mods, any info on when links will be fixed? I've had this issue for around a week now.  Example:  link to a product, but no image is showing up   http://www.sephora.com/power-peel-trade-profession al-spa-grade-kit-P375421?skuId=1431964 Thanks! 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dannyc,   The issue has been reported and should be fixed in the near future. Thanks for your patience! see post
akhorounjaia
Why hasn't my order shipped out yet?
I ordered it on Wednesday by 9 AM and it still hasn't shipped. I have VIB Rouge complimentary 3 day shipping and every time I ordered before that, it would ship the same day or the next day.    On the website it says "Orders must be placed by 12pm EST to start processing on the same day. Processing time usually takes 1 business day." 
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akhorounjaia
BEAUTY BUFF akhorounjaia / BEAUTY BUFF BEAUTY BUFF / replied
I also just got a shipment confirmation email. Thank you Sephora! Now waiting for my contour palette to ship  see post
laravuckovich
Contour Kit Order
Hello,   Last night I was able to order 1 Anastasia Beverly Hills contour kit with no problems.     The status is now 'Sent to Warehouse'. I've never ordered anything from Sephora's website before, but I'm worried that my order will be cancelled due to the item being such a hot product right now. I spoke with a customer service rep last night and she said that if I was able to complete the order as I had, then I should be ok. Can anyone reassure me that my order will be alright?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@melvaq- I sent you a message as well. :) -Laura see post
eadelaide1
Seriously, another canceled order Sephora?!?! :(
I just received an email that my order was canceled due to an out of stock item. Of the items I purchased, a $1 body wash cap that went out of stock had my entire order canceled. Now the promo I had been so looking forward to (it was really the only reason I made a purchase that day) is of course sold out. I had specifically placed this order because I was so excited for the Guerlain Meteorites mini promo, only to completely miss out on it b/c of a $1 item!   What makes this even more frustrating is that it also happened when I placed an order during the Rouge promo for the free trio with the Givenchy lipstick, Hourglass Primer and MJ Mascara that took place a bit ago. I was super excited then to finally have a Rouge perk that I really wanted, but the perk sold out before I got the cancellation email and knew to try and re-order then too.   I'm really upset that an entire order will be canceled, regardless of the other items included, just b/c one thing goes out of stock. I placed an order at Nordstrom's last month with the only item purchased being a blush that sold out afterwards. My order was canceled, but they even STILL SENT THE 3 FREE SAMPLES as a courtesy!! I'm not asking for freebies here, but why is Sephora canceling an ENTIRE order for one item when there were literally SIX other things included in it?   I realize that on the grand scheme of things, a couple missed promos are miniscule, but it was this on top of what's been a terrible couple of weeks and I just really needed to vent to those that would understand!
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snowshoe
HALL OF FAMER snowshoe / HALL OF FAMER HALL OF FAMER / replied
I have to say that this recent trend of order cancellations is very disturbing.  It's made me very wary about placing a Sephora order.   see post
kas045
A return with a lecture - just what I wanted.
My Local Sephora is usually fantastic, never had a complaint about them... until today.   I returned 5 products in-store today.. from 4 separate purchases I made during spring fling.  2 unused and unopened... and 3 products I really disliked.    So the teller calls over the manager because it is a larger return, which I totally understand.. The manager looks at me and says.. You want to return all of these, you used them all.. and are returning them?  Don't you know you can get samples so you don't waste so much product."  and gives me an eye roll and a condescending look.    So I tell her that 2 are unused and the other 3 products were all skin care and did not work for my skin..  I thought used products that didn't work were able to be returned.. Is this not the case?  Or does everyone, get a lecture when they return a product used?   Curious if you guys make returns of used products? I personally am really turned off getting samples from jars and such because people are constantly putting their dirty hands in to the product and them I am supposed to put that on my face.  Just a gross thought for me.    Am I wrong in returning used Skincare?                   
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi  kas045,   I am sorry to hear about your recent experience at the store. If you are returning lightly used products, the store should be able to accept the re... see post
saridyn
Damaged Order on Arrival and ALL samples missing
Is there anything that can be done for me for those missing samples? I was really looking forward to the Guerlain Meteorites Powder for the Face and was disappointed/shocked when I opened the post-made box that UPS packed whatever they grabbed and threw into the box (after whatever accident they had as you can see the product is pretty beat-up). I'm also missing my renewal rouge gift. Man, it's just downright depressing when you look and open the box and all the extra goodies are gone and the item you bought looks like someone had a fight with it.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi saridyn, I'm so sorry to see that your order arrived like that!  I would be depressed too!  I'll send you a message to help. :) -Laura see post
marydiva
When can we expect Dip Brow to be back in stock?
I feel like I've been waiting weeks for Dark Brown Anastasia DipBrow to come back in stock. Any mods know when I can expect it to be up?
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LariTheLoud
BEAUTY SAVANT LariTheLoud / BEAUTY SAVANT BEAUTY SAVANT / replied
Hey marydiva!   I don't know if you have a Nordstrom near you, but my local Nordstrom was 100% stocked with ABH Dipbrow, all shades. I was shocked, considering the Sep... see post
Ivorywang
wonder if my return was received?
I returned a dior 5-color eyeshadow in Incognito 030 and Nars "god created women". I sent it out on Saturday but still haven't received a return confirmation yet. what should I do?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ivorywang, You will be notified via email once your return has been processed. Please keep in mind that it may take up to three weeks from the time you mail the ret... see post
deannarp
Is there a way to block these heart party threads?
I'll be a Debbie Downer and say that they're filling up my newsfeed. If I can't block threads, can I block users from appearing in my newsfeed? Just a question. 
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sarah1317
BEAUTY BUFF sarah1317 / BEAUTY BUFF BEAUTY BUFF / replied
Way to be completely condescending to someone who is asking a simple question. Take your own advice and scroll down if you don't like it. see post
bambina2011
Shipping issues
I placed an order just to get the Guerlain meteorites promo and shipped it to my work. It is going to be delivered on Friday and I completely forgot my office will be closed!!!!! On top of that I'm leaving for Chicago on. Sunday morning and  won't be back until Wednesday!!! What can I do? Somebody please help me!!!! I'd die if I lose my package. I've been waiting to try the Guerlain meteorites for ages!!!!!
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bambina2011
BEAUTY BOSS bambina2011 / BEAUTY BOSS BEAUTY BOSS / replied
Thank you so much for helping me resolve this issue. I really appreciate it. Looks like the Guerlain meteorites sample is coming with me to Chicago! Yay!!! see post
ordet
Wrong email address?
Hi, I've signed up for beauty insider at a recent checkout yet have not received any email confirmation or offers, I wonder whether the info was incorrect - could anyone help?    Thanks!    Anna.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ordet,   I'll send you a message now to verify your information! see post
efox31
MIssing sample
I placed an order, and when I got it, even though they were on my invoice, I got NONE of my free samples.  Which is fairly disappointing because I placed the order for the samples.  Is there anything that can be done about this?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi efox31! Sorry to hear that! I'm sending a private message to help.    Cheers! Kevin  see post
Poised
Canadian points for online orders
Hi, I made a few purchases during the sale and was wondering if someone can change my points to the value per Canadian dollar   Thanks
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Poised,   I can definitely assist you with this! I'm going to send you a private message so I can get a few more details from you. :)  see post
enableme
Why hasn't my order shipped?
Hi Mods,   I placed an order on Monday and it still hasn't shipped. I just want to check to see if there's an issue because I need it by Friday because I'm going out of town. Thanks!
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enableme
BEAUTY WHIZ enableme / BEAUTY WHIZ BEAUTY WHIZ / replied
UGH. It's still not shipped. Annoyed. see post
ShadesOfYellow
VIB Re-qualifying discount?
Hi, I'm currently a Rouge and recently (re)qualified for regular VIB. I remember last year I received a 10% off code but I didn't receive that this year - does Sephora still do that?   Thanks!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Saridyn,   I just replied to your message about 30 mins ago! I have experienced a large number of emails due to our recent sale and I just sent you a messag... see post
bcoish
Taxed 22% for American Based Product
I just ordered the bumble and bumble conditioner for $77.50, and after I clicked the accept button, there was an extra charge of $16.43 for "duties and taxes." Ignoring the fact that these charges showed as $0 on the previous page, why was I charged 22% for a product based in North America?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bcoish, just wanted to let you know I am getting to your message now.  I get a lot of messages on here and they are answered in the order they are received.  If you h... see post
Nicolelodeon
Double Charged?
I placed an order last night and the first attempt it told me that my payment information wasn't correct (I had to change my billing address, I recently moved and was using my new address instead of the one attached to my card) so I fixed it, and the order went through the second time. I check my bank account this morning and it says there are two pending charges for the order. How can I have this fixed?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nicolelodeon, The additional transaction amounts from Sephora.com that you see on your credit card or debit account are temporary authorizations from failed order ... see post
hx2ax2nx2
Not getting any emails?
Hi, I haven't been getting any Sephora emails for the past few months. I've tried everything! I already added sephora@sephora.shop.com to my address book and I only have one email I use for my sephora account. So what is going on? Please help! I don't want to miss out on any Sephora offers!
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quixotic
BEAUTY BOSS quixotic / BEAUTY BOSS BEAUTY BOSS / replied
THANK YOU, KEVIN!!!!! see post
hiut
Order cancelled
My order has been cancelled. Although the email said "because we were unable to confirm your payment information.", the customer representative said I have violate the term of use but he cant help to figure out which term of use I have violated and told me my order will be cancelled if I order again.  Is there anyway I can find out what I have violated, so that I can order an item that is in-stock at this moment (it is out of stock most of the time)?  
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hiut, I'll send you a message for more info. :) -Laura see post
bellarob
I don't think I am getting emails for promos etc...
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bellarob, I'll send you a message for more info. :) -Laura see post
foreverdahlia
Can I still return my clarisonic even if i lost my receipt?
I bought a clarisonic about 3 weeks ago and I feel like its too harsh on my face and it made me get these red bumps all over my forehead there not even pimples just bumps. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Foreverdahlia! Sorry to hear that!  Store returns are to the discretion of the store director.  I would reach out to them to see. I don't think it will be a problem... see post
Ramieee
Is it possible to do an even exchange for discounted item?
I wanted to know if it's possible to only exchange the shade of an item I purchased online that was discounted 15% without losing th discount since it's th same item.  Thank you. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi  Ramieee,   We are not able to do exchanges for online orders. The store may be able to assist you with this. I recommend reaching out to your local store dir... see post
MsKina
New & Getting Started need assistance
I can't reply to other users within a posted conversation... When I specifically click reply to ... the message I see is "Sorry, unable to complete the action you requested."
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MsKina, I will get to your message shortly.  I usually have many messages in my inbox and they're answered in the order they're received. Thanks for your patience.  see post
Cherrychen
VIB points lost
my last online order at amount around 60$ was cancelled due to lack of inventory, but I found that I have lost more than 100 points. what's going on there?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oh, ok! I will send you a private message to help.    Cheers! Kevin  see post