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VIB
Hi, I am trying to link my VIB card to my online account and cannot figure out how to connect the two. Can you help? Thanks.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lia723,   I would be happy to help you out with that! I'm going to send you a private message now so I can assist you with that. Thanks! see post
Adding Points
Hi there,    I have had a Beauty Insider Card for over two years now, but up at the top it says I have zero points - I have usually given the cashier my card, but seems like no points are there.  Also, how do I add a in-store purchase receipt for points? The cashier mentioned I could do so online. Can someone point me in the right direction?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SumH,   I would be happy to help you out with this! I'm going to send you a private message now so I can further assist you. Thanks! see post
Algenist multi-perfecting pore corrector geil moisturizer in Germany
Hi there, I was wondering why I can't find the Algenist multi-perfecting pore corrector gel moisturizer in the German Sephora online store. I bought it in NYC a in December and it was amazing, but it's empty now and I would really love to buy another one. Are there any ingredients inside, which are not allowed in Germany?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mrspink94,   I'm sorry that you are unable to purchase that item on the German Sephora online store. We do currently ship to Germany from Sephora.com if you would... see post
Points not added to account
I purchased an Anastasia Beverly Hills Contour Kit and a Tarte Slenderizer Contour Brush today in a Sephora store, but my card was not scanned and I did not receive points for the purchase as a result. Is there a way to have them added to my account? It was about $72 worth of points and I'm going to be sad if I lost out on them. I have the receipt as proof of purchase if needed. Thank you.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jwyn! Please allow 24 hours for the purchase to reflect on your account. If it's not showing up then, let me know and I can make sure you get your points!    Chee... see post
almost up, and I certainly don't want to lose my rewards! Thank you :)
Hi all. I was wondering how to add a card to this account. My birthday month is almost over, and I certainly don't want to lose my reward! Thank you  
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there! I can help you add your card to your account! I am sending you a private message with more details.    Cheers!  Kevin  see post
broken concealer..can i exchange it?
hey, i was wondering if i could exchange my nars concealer bacause it broke and it has only been used lightly? I also do not have the box for the concealer.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI Harnoorj! For questions regarding your exchange, please reach out to your local store! They should be able to exchange it for you if they have the item in-stock.   ... see post
A photo of a receipt?
Hi,   So I recently bought a highlighter pen mistaking it for a concealer and I would like to return it for a nice heavy duty concealer. I've only used it a couple of times (bought it a few days ago) except I'm traveling right now and my receipt is at home. Is it alright if I could have someone take a photo of the receipt and I can show it at a Sephora counter to return/exchange it?    If it's not possible to return it (since I don't think I have the card) could I exchange it for a different color?    Thanks! 
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TMiki! For questions regarding your in-store return, please contact the store directly! They will be able to better assist.  Regards,  Kevin  see post
VIB E-mail
I got an email welcoming me to VIB status ( yay) and it mentioned a welcome kit I could get online OR instore- however I do not see anything online- even with clicking on that part of the e-mail- I am taken to the site only. I am limited from going often to the store alas, and do most shopping now online. Can you tell me where that welcome kit is? Thanks! I just started wearing makeup at age 61 and I love Sephora! Expect to head to ROuge too lol since I hit VIB in two weeks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi meggieprice,   You'll be prompted to add the welcome kit during checkout when you're placing your next order! If you're not prompted, please give us a call at  1-... see post
Merging online account and Beauty Insider Card
Could someone assist me in merging my digital and real beauty accounts?  It would be greatly appreciated. 
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KrushingIT, I can help you with that. I am sending you a private message with more details.    Cheers!  Kevin  see post
Sephora Rep Needed Immediately
I have been searching for a valid discount code for hours, i have placed many large orders over the past few months, the pending order in my account right now is over $300. can you please give me a satisfactory discount code so I can finally place my order? Thank you.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AJack55,   We do not have any discounts that offer a total percentage off your order available at this time. You can view all available promotions at the followin... see post
I have two beauty insider cards and an online account...
I have two beauty insider cards and I just made an online account in hopes I could add the two cards to it. Is there any way I could link all three?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FunnyFace1957,   I can link your accounts together for you! I'll send you a private message requesting more details. see post
On-line registering error
I opened a BI acct in store but when I registered on-line my points/purchases did not show. Is there any way to link this information now?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sure! I'll send you a private message :) see post
Q. Linking accounts??
I signed up for beauty insider in store but didn't give them my email. I later made 2 accounts with 2 separate emails trying to find a way to link them to my card myself online. In store when I forget my card I will give them one email and sometimes my sister will give them my other email to give me points. I would like to transfer all my points to one email and link it to my card please.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Karma1996,   I can link your accounts for you! I'll send you a message requesting more details so I can complete this process. Check your messages soon! see post
Made a purchase instore but do not have a beuatyinsider card but i do have an online account
Is there anyway to put the points I would have earned if I had a card onto my online account? Thanks
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AmeliaGwen,   Yes, we can retroactively add the points from the in-store purchase to your account. I'll send you a private message requesting more details about t... see post
Q. Two Accounts!
Hi, I registered for an account today in store without realizing I already had an account. How do I either delete or merge these accounts?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi hannahdd,   I can merge your two accounts for you! I'll send you a private message requesting more info so I can help you out with this. see post
Charged for Order?
I just ordered some different products, but when I went to place the order, it said that my information was incorrect. I double-checked and resubmitted, and got the same answer. However, my card was charged once and my beauty insider points reflect the purchase as well. When I went to my personal page,it has no order number. I also did not get a confirmation e-mail. 
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Afaszewski / NEWCOMER / replied
Thank you! see post
Return After More Than 90 Days?
Hello, i bought a foundation in october of 2014 and i started using it in january of this year. Unfortunately it was the wrong color for me. I still have the receipt and the original packaging. Is it possible to return or exchange the product at a sephora store or is it too late?
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beauty2141 / NEWCOMER / replied
Thank you so much Zanna!! see post
5 free samples
I added 5 free samples to my order along with other things and I got my two items but I didn't get any of the samples! They're listed in the order form with the package and the order form online but I never actually got them. I was really looking forward to trying some of those samples out....Is there anything I can do?? Or did they just run out, which is totally understandable.
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BeautyNerd76 / NEWCOMER / replied
Darn! Thanks anyway! :) see post
Possible Return?
 I bought a foundation awhile ago, maybe a couple months. Its a bit over half used and the cap is missing and I don't have a receipt for it. Is there a chance I can return it because it started to break my skin out
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Maileyc,   I am sorry that the foundation you recently purchased did not work out for you. :( We are only able to accept returns on items if they are lightly used... see post
Q. Updating Status
I recently went to Sephora and my points weren't added to my Beauty Insider card because it wasn't used. Well I contacted costumer service and my points were added but not the amount of money I spent. Is there any way to add that amount? I would be very close to getting updated to VIB Rouge if that money was added.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi VeronicaRico,   Due to system constraints on our end, we are unable to update your spend total if your Beauty Insider card is not scanned at the time your purchas... see post
Birthday help
Hi all,    i used sed to share this account with my sister but it fell into my hands now that I do most of the makeup shopping. I was wondering how do I switch my birthday on the account? I was able to switch all other info. Thanks for the help!!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi missrubybabii,   I can change the birthday listed on your account! I am going to send you a private message to assist you further. :)  see post
My order was cancelled and I was told I violated policy!!!!
I made an order from sephora.com. At some point, my order has cancelled. Sephora sent an  email to spend more money to keep my status. So I did!! I found a very popular lipstick which I used to pay very high price on eBay because it is always out of stock. So I bought many , I think that's why the order has cancelled. So I talked to CS and one guy told me I am fine to make order from online. However my order has cancelled again. And the other agent said I can't make order through online anymore because I violated their policy but she doesn't know which policy I violated. Don't tell me "call Sephora CS". They are very unhelpful and didn't want to help me. She seems very annoyed about my issue and it was very unpleasent experience. I am asian, and may not good at English, but I live in USA and I am a good buyer. I don't have time to go to shop. Please tell me how to fix this issue. And don't tell me call Sephora. The agent told me I will have the same answer anyway. Is it true?
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YunaBell / NEWCOMER / replied
I totally understand your point. And I am not totally blocked because I can still log in my account. So it was kinda different situation. I bought like over 5 each shade... see post
Missing samples
I understand sometimes free samples run out, and Sephora usually tries to send similar replacements. I, however, did not receive any samples with my recent order, though they were listed on the invoice. This is frustrating, because those samples are often the only way I can test products, since I am rarely able to get to a store. Any help would be appreciated. Thank you!
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mbuch, Sorry to hear that! I'll send you a message to help. :) -Laura   see post
Laura Mercier Illuminator "indiscretion" restock?
Hi,   I was wondering if this product will be restocked.    LAURA MERCIER Face Illuminator Powder ITEM 1677731 SIZE 0.35 oz COLOR Indiscretion   Thanks!    
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HALL OF FAMER minibux / HALL OF FAMER HALL OF FAMER / replied
Nooo... that is not the answer that I was hoping to read.  Even if enough people are begging for this product?    Very sad... see post
hi! if i forgot to use my beauty insider card. can i still get the points for it.?
i completely forgot to give my beauty insider card during checkout a while back on a purchase i made. i just found my receipt. could i still get the points for it.? 
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi evelyn, I can add the points for you! I'll send you a message to get your info. :) -Laura see post
double charged
Hi, I literally just placed an order online and got billed twice, can a representative please help me resolve this
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FitWoman, I just responded to your private message! :) -Laura see post
Problems with my account
Why deos it say i have 0 points on my online account I just recently became a VIB too but it won't update any of my info 
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cherie, It sounds like you have 2 accounts. I can link them for you. I will send you a message to get your info. :) -Laura see post
When will Sephora website restock the tartelette amazonian clay matte palette?
I am unable to travel to a physical store to get it and I did ask for an email alert, but I was just wondering how long it would take, given that it is quite a popular item. Thanks!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lillian11! The Tartelette Matte Palette will be back in stock within the next couple weeks.  Please make sure you are signed up to receive the in-stock notification e... see post
unsuccessful authorization?
My order status is unsuccessful authorization? and I'm sure my billing address information is correct. What do I do???
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Alaaxx, as mentioned below, please give us a call at 1-877-737-4672.  A representative will be able to tell you why your order was cancelled and help you place a new ... see post
Rude!
Yesterday I went to the Sephora located in Hamilton Place Mall in Chattanooga, Tennessee. I want to clarify that I went to Sephora, not the Sephora in JCPenney's. I walked in with my sisters, and I was immediately greeted and handed a basket. I have been looking over Sephora's website and had a large number of items I wanted to purchase. I started to put products in my basket when a very large Sephora employee started to stand close to me and my sisters. I didn't think much of it at the time, I just kept shopping. However, this woman kept following me wherever I went, and it was quite frustrating having everyone in the store eye me down when many other people were in the store shopping at the same time. I was simply trying to shop in peace, but that wasn't possible with the pushy sales associate stalking my every move. I ended up spending only over one hundred dollars, a fraction of what I was planning on spending, but I couldn't continue to shop being disrespected in that manner. I don't know if this is how Sephora trains their employees, but if so I will no longer be a customer. I will simply buy my beauty products online directly from Benefit, Urban Decay, Bliss, etc... Shame on you, Sephora.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lynley, I'm sorry to hear of your experience! If you would like to file a formal complaint against the store, please let me know.    Regards,  Kevin  see post