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Customer Service
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fatimamummy
WHY IS IT HAPPENING
Hi this item http://www.sephora.com/images/blank.gif was in sale section on canadian website yesterday but today when it is back in stock it says CAN"T BE SHIPPED TO CANADA ,,,Why I was stalking it since yesterday ,,,Can a Mod explain it  or get it corrected by IT team????
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fatimamummy
HALL OF FAMER fatimamummy / HALL OF FAMER HALL OF FAMER / replied
It might be gone by monday :(  , but thanks any way, I know that is all you can do. see post
cinddkaitie
Is return shipping free?
dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cinddkaitie,    If you are sending an online purchase back to us you can just use the enclosed label with your order and it covers the cost of shipping back... see post
luckymama90
Are BI point redemptions shipped separately??
I just received my order and my Beauty Insider "Origins Around the Clock Radiance" isn't in with my order. It has it listed on the summary but it isn't in there Is it shipping separately? This is my first 500 pt redemption I have done, I've always done smaller ones and they are there in the box with it.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi luckymama90,    I'm going to take a look at your account and send you a private message to help. Your point perk SHOULD be in the same box. Thanks for notif... see post
iknowitstoday
Is a packing slip NOT a receipt?
I went into a Sephora in JCPenny to return 2 lip products I got in the mail and the SA asked for my license as it was a return w/o a receipt. This has never happened to me is it new? Am I doing something wrong? Or was she confused? I don't want to be flagged returning items I have every right to return. Please help.
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iknowitstoday
HALL OF FAMER iknowitstoday / HALL OF FAMER HALL OF FAMER / replied
Thank you for your help! see post
fatimamummy
Canadians no more shop Sephora through ebates?????
Just noticed that Sephora is no more listed on ebates.ca while it is still there @ US site of ebates....Why Sephora ????? Can a MOD clarify if it is a glitch on ebates site or you are taking back Canadian customers's   opportunity to shop through ebates?????If it is so you are really screwing us Canadians.
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fatimamummy
HALL OF FAMER fatimamummy / HALL OF FAMER HALL OF FAMER / replied
Thank you for clarifying Randee, I'll contact e bates. see post
theaccounting
Sephora no longer available for Ebates Canada?
I just logged on to ebates, and I no longer seem to be able to find Sephora? Is this actually happening? 
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Chickibum
BEAUTY GURU Chickibum / BEAUTY GURU BEAUTY GURU / replied
Ebates has informed me Sephora decided not to be affiliated with ebates.ca. It's actually happening. Thanks Sephora!        see post
mocheetoe
A definitive answer on Kat Von D Lock It 42?
Kat Von D Lock It Tattoo foundation in shade Light 42 came back into stock this morning after being gone for so long. I quickly placed an order, but I notice now that it shows as "permanently out of stock." Did you guys really get some back in and it just sold out quickly, or was that just a fluke? I called CS but they couldn't give me a definitive answer, only that my order would be cancelled within 24 hours if they didn't actually have any stock.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mocheetoe!   If you were able to add the Kat Von D Lock-It Tattoo Foundation in the shade Light 42 to your order, it will be included with your shipment. The shad... see post
Chickibum
No more ebates for Canadians?
I noticed someone on Facebook post about Sephora no longer being on ebates.ca, I checked as I wanted to place an order too,  and there really is no sephora on there anymore.  It was 8% just the other day,  what's going on? 
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi all, we're still looking into this and checking directly with our Canadian team for more information. We hope to have more details soon and will share when we do!  see post
vipting
Double charges my Debit card
I just placed two orders. however, when I went to my online banking account it shows that my debit card was charged double for the same order. Total four times for two orders.  Is there something I should do before the transactions aren't pending? Thanks
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vipting!   I would be happy to look into this for you. I'm going to send you a private message to assist you further.  see post
drpengie1
Linked accounts
I've just had my accounts linked in the last couple of days as I had an instore account and an online account, but now I can't use my original nickname. Also I ordered something online and I can't see it on my profile. I need to be able to track the progress of this. Thanks
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi drpengie,   In most cases, after linking an account, we keep your in-store (card) account as primary, therefore your online information would no longer populate. ... see post
Hello7Yuki
Q. Help me.....
I didn't receive the package that I ordered. I check the tracking number, it said delivered. And the wired thing is in the tracking number show it ship to: CHATTANOOGA, TN, US. This is NOT where I'm livening. I livening in  Sun Prairie, WI and my order details say " ship to: Sun Prairie, WI" too. I need help/ explanation.........;( 
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Hello7Yuki,   We apologize for any confusion regarding your tracking information. Due to a system error, an incorrect tracking number may have been assigned to yo... see post
jessieanneeee
Makeover
Now since I know that I can use my $25 gift card towards the makeover, how do I schedule an appointment? Should I just call in? 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jessie! Yes! Please contact your local store and they will be able to help set you up with an appointment. :)    Cheers!  Kevin  see post
tinytiff101
Shopping in the US with a Canadian VIB card?
Hi there,   I'm just wondering if i can collect points in the same way when shopping in the US (I hold a Canadian VIB card)?   Thanks in advance!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tinytiff101,   You will be able to collect your Beauty Insider points in our U.S. stores in exactly the same way as you do in our Canadian-based stores. Kee... see post
AlicAliV
I Forgot To Use My BI Card, Can I still Add My Points?
I forgot to use my BI card on my recent purchase. Can I still get my points added to my account?
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messyhairnocare
messyhairnocare / NEWCOMER / replied
Hi Mia This Sephora thing is all new to me and not quite sure how it works yet, but krazykurls was my old account and CS has merged some other account and told me not t... see post
Puddytat
Shipped to wrong address
I placed an order on Sunday. I received the shipping confirmation yesterday showing it was begun shipped to the correct address. When I looked at the tracking through UPS today , it showed that my order had already been delivered to another state. My order number is 3060652401. How do I correct this and get my merchandise?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Puddytat!   I am sorry your order was delivered to the incorrect address. I can look into this for you. I'm going to send you a private message with more informat... see post
SAHHOTMOMMA
Long Lasting Blush
I love the Tarte Amazonian clay blush but was wondering how the Kat Von D blush compares  in staying power?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SAHHOTMOMMA,   In my experience the Kat Von D does last a long time and it has a great amount of pigment. It is formulated to be fade proof and long wearing... see post
victorianyc95
Online and In-Store Account
I've had both an in-store and online account for a while, but whenever I buy anything in-store none of my points show up on the site? I'm pretty sure I've added my insider card to the online account, and I've also just gotten a VIB card, will I need to sync that one with the online account as well or will it be automatic? Than you for your time.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Francestati,   I'll message you now! see post
mommy
Q. i just moved and what a hassel it was to get it right with sephora
melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mommy ,   I'm sorry to hear that! What was the issue that you were experiencing? I also moved your question from Acne to Customer Support.   see post
Tirah
Why didn't I get 3 day shipping this time?
I already sent an e-mail to customer service earlier but I thought I would ask this here too. On Sunday I placed an order that was processed and shipped late Monday. When I tracked the order through UPS it said 5 business days with a delivery date of next Monday. I've tracked it several times today thinking that it was a mistake and will get rescheduled for "early delivery" but so far nothing has changed. Not only am I supposed to get free 3 day shipping as Rouge but my order was also over $50. Why didn't I get the 3 day shipping?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tirah!  Sorry to hear that! I am sending you a private message with more details.    Cheers!  Kevin  see post
teta86
how can i add my beauty insider number to my account?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi teta86! I can help with that. I am sending you a private message with more info.    Cheers!  Kevin  see post
AngelinaCheuk
Forgot to get my beauty insider points during purchase?
Is there any way I can still get the beauty insider points at this point? I still have the receipt with me. It'd be great if I could get the points back online . Thanks
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AngelinaCheuk, I'll send you a message to help. :) -Laura   see post
CrimsonBetrayal
My tracking number is for someone in california's order..
I have someone in California's tracking number. How do I get my orders tracking number? 
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CrimsonBetrayal
BEAUTY MAVEN CrimsonBetrayal / BEAUTY MAVEN BEAUTY MAVEN / replied
thank you, I sent you the reply back :) see post
hollyef
how can I connect my VIB rouge card to my online account??
I am having issues connecting my card to my online account, where it says I have zero points and still beauty insider status?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi holleyf! I can help with that. I am sending you a private message with more info.    Cheers!  Kevin  see post
meecheroo
Still haven't received package
Hello,   I still haven't received my order. I contacted Sephora a few times, and I was told via private message that if I hadn't received my order by the end of 8/18 that I could either have the items reshipped or a refund. I did want the double points and VIBPARTY promo bag, but at this point I would just like to be refunded. Thank you.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi meecheroo! I am sending a private message to help.    Cheers!  Kevin  see post
anconard
Why didn't my in-store points show up when I linked my card and online accounts ?
I recently had my Beauty Insider card linked with my online account. All of my in-store purchases showed up online but the points didn't transfer to my online points balance. How do I get my in-store points to link to my online account as well?   Thank you, Rachelle Ancona
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rachelle! I am sending you a private message to help.    Cheers!  Kevin  see post
pandamia
STATUS: Unsuccessful Authorization
Hi,   I placed a order in this afternoon and it should be sent to my friend's home and bring it to me. However, I checked the order online now and the status is "unsuccessful authorization". Does it mean the order has been declined? Looking forward for a quick response so that I can call my friend to any Sephora store and buy products since I need them urgently. Thanks.   Mia
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mia, I'll send you a message to help. :) -Laura   see post
drpengie
Linking card with online account
Hi, can you help me to link my Sephora card with the online account? Many thanks.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi drpengie, Yes, I will send you a message to help. :) -Laura see post
KED2014
HELLP sephora messing up bank account
there is no purchase in my order history on sephora.com i got no confirmation email but my bank account was charged TWICE sephora.com never told me my order was confirmed it just said try a different card, HELP WHAT DO I DO???
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KED2014, Our records indicate that your order was attempted, but not completed. The items you attempted to order should still exist in your shopping basket on Sepho... see post
marissaneomi
Recently Purchased Items missing in Purchase Records?
I had purchased a few things in store on the 12th, and every item except for the occ Black Dahlia lip tar showed up on my online account in my purchases. I was just curious as to why that would happen, because its on my printed receipt, just didn't show up on my online account, and I'm wondering if I'm also missing points for that item.
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marissaneomi
marissaneomi / FRESH FACE / replied
Well thank you two! It does make sense that it usually happens with items excusive to certain stores because here in the Hampton Roads area of Virginia that is the only ... see post
SS77
MERGE STORE ACCOUNT TO ONLINE ACCOUNT
I am a Sephora VIB member and want to check my VIB points online however my account shows that I have 0 points. Can anyone help me with this issue? Thanks!!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sakowski ,   I'll send you a message to help!   see post