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Customer Service
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jennyli85
No goodies for international customers?
Dear Sephora Team,   Why don't international customers get any of the goodies (e.g. the modster eyeliner) ? While I get that perfume minis and perfume samples can't be shipped internationally I don't understand why we don't get any of the goodies... We also weren't able to benefit from the 20% off sale.... I am VIB Rouge and I am willing to pay shipping and duties and whatever needs to be paid. but sometimes I feel left out... You do want me to order from you but I can't even get any of the weekly specials? Very sad....
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jennyli85,   Thank you for your feedback. I'm very sorry to hear that you feel like you are missing out on promotions. Sephora is currently unable to accept promo... see post
NatalieM11
VIB Rewards Card not connected to online profile
  I have a VIB card, but online it says I have 0 points & it is telling me to sign up for a card. How do I let them know I have a VIB card already?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Natalie, I can help you! I'll send you a message to get your info. :) -Laura   see post
Redneckbarbie
Double charged. Want my money back, asap.
I was just charged twice and considering I only ordered once id like my money back..... $115.01 charged twice is kind of a lot and I need that money for various reasons. So I hope this gets resolved and hopefully shortly. Like when exactly would I get my money back? Because I sure didn't ask to be charged twice...
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Redneckbarbie, I understand your concern and apologize for any inconvenience! The additional transaction amounts from Sephora.com that you see on your credit card a... see post
Danibeauty91
Double charged and no order?
So I was trying to place an order. When I put in my billing and card information and hit place order, I got an error message saying to check my card or billing address and make sure they are correct. So I did and I hit place order again. Once more I got the same message. Curious to see what was up, I checked my bank account and noticed I had two charges from sephora (Almost $90 all together) and no confirmation email about my order going through or my sephora account showing any orders placed by me. I've emailed and I have to wait until morning to place a phone call. But honestly I don't know what else to do. I'm a college student making minimum wage, not even able to work full time at my office. I can't afford to lose almost $100 and not even get what I ordered.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Danibeauty, We understand your concern regarding the pending authorization on your account and apologize for any inconvenience. The additional transaction amounts f... see post
Candycoatedclos
NEW VIB kit - MISSING VIB ROUGE WELCOME KIT for re-qualifying?
Are we supposed to receive a new one?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Candy, Yes, there is a re-qualifying gift for Rouge clients - a nail polish! We recommend that you request the gift to be included with your next store purchase. Or... see post
ellebell86
Beauty Insider Rewards Points
I had made an $83 purchase in store, when the clerk brought up my Beauty Insider Rewards card, she gave me the birthday gift but I'm not seeing any points for my purchase. How do I get these added to my account? 
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ellebell86,   Sometimes points do need a short amount of time (hours) to show up in your account. I can also assist with adding points to your account - I will se... see post
jennperez
VIB Rouge emails
I have been a VIB rouge member for a few months now but i still keep getting only VIB emails to my old email address even though i updated everything on my account, how can i fix this?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jennperez,   I can help unsubscribe your old email address!  I'll send you a message to help.   xo, Mia see post
oklady2013
Anyone having trouble with PM to mods or others?
Sorry to post this here but I can't seem to get a response otherwise.  I tried a message via FB and got no response there either so I'm assuming the PM part of the system is a big glitch.   I tried to PM DianaBT about an issue and got a big red notice saying Dianabt doesn't have private messages enabled.     I tried to contact her via her page, via an old email to me & via a post she made a few hours ago. None worked     I think this is an error as she is a mod. I'm just trying to let someone know there is an issue.   Thanks to whichever of the mods sees this & let's Diana know there is an issue.    
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@simplylala - We've been super busy with the promo, but if you still haven't heard back, please send me a PM & I'd be happy to help :)   xo, Mia see post
hellolyndsay
Order STILL not shipped.
Hello - I placed an order on the 19th and received an email saying my order was shipped on Friday. I looked at the tracking and the UPS site says that the label wasn't created until TODAY and the order still has not shipped. I also don't appreciate not being informed of the shipping/delivery delays until AFTER I had placed my order. If I knew about the delays prior, I would have selected a faster shipping service to ensure I would have my items before I left for the holiday and would also have changed my shipping address. As it is now - My items are going to be shipped to my office building when I will not be there. WHEN can I expect my order and WHY has only a label been printed after almost a week after I placed my order? 
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1uckyclover
100 point survey?
I recently did a survey for sephora and they say they'll reward me with 100 points but I have yet to see the points being added into my account.  When will I be able to get the points?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi luckyclover,   The points are usually updated within a couple of days for the store surveys.  I'd be happy to follow up for you.  I'll send you a message to help ... see post
shadow1021sqsq
MIssing samples in my orders
I just received 2 packages from Sephora. And i found the samples are missing in both of my orders.  
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi  NikkkiNikkki,   Sorry a couple of your samples were missing :(  I just sent you a message to help, also.   xo, Mia   see post
yiabee
sephora charged me twice for an order
i placed an order online not too long ago, and it shows that one order was placed on my sephora account. however, my online bank statement shows that i was charged the same amount twice. is this normal? how do i get this fixed?
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Redneckbarbie
SPECIAL GUEST Redneckbarbie / SPECIAL GUEST SPECIAL GUEST / replied
Same thing happened to me and I'm wanting my money back as well. I too would like an explanation of possible...because it kinda sucks... see post
SamanthaCasey
VIB Question
Hi...I am currently a VIB card holder and was reviewing my account and I saw it said I will be one until 12/31/14. Does that mean after that day I will go back to a Beauty Insider if I do not spend the money to bump myself up to a VIB Rouge??   I hope my question makes sense. I am looking forward to a response.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Samantha, yes. In order to have VIB for next year, you will need to have a spend total of at least $350. (and $1,000 for VIB Rouge.)    Hope this helps!    Ke... see post
bananazee
How do we remove pictures that were uploaded with a post?
I have a post that had links and I had deleted all the pictures attacked when I was posting. After I clicked post, there were pictures included anyway and I really want to remove the pictures from the post. How do I do that? Thanks!
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bananazee, :)   There is a drop-down window on the right upper corner of your comment/post. Press "Edit" and delete it.   see post
SiteNo8
missing part of order
I received most of my VIB order today. I ordered 2 of #1651082 Advanced Brightening Deluxe Wild Rose Trio, but there is only 1 in the box. Please send the second as soon as possible?   I also have to say that the packing job wasn't great. The #1648955 Nudestix Giltylove Holiday Kit was open and the components tossed around in the shipping box. Perhaps it could have been wrapped to avoid damage? I paid $55.00 (CDN) for it, and I expected better care, although I realise it has been a very hectic order period for Sephora.    Thanks.
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SiteNo8
BEAUTY BUFF SiteNo8 / BEAUTY BUFF BEAUTY BUFF / replied
So I thought I'd share Sephora's solution: They will not ship out the item I ordered, they will only refund $27.40, which is the price of the item, minus VIB discount, p... see post
Iris0807
My order of October 31th is still missings
I'm very disappointed. I've ordered a couple of products on October 31th. Now it's November 23th and the order is still not dispached.   I've contacted the customer support about 4 times and they are not able to tell me where my parcel is or when it will arrive in Germany. They are also not able to cancel the order and refund it. I think I don't have to say that the order is also paid since 3 weeks.   Sorry this behavior is poor :-(   I don't know what else I could do.   Iris  
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Iris0807
Iris0807 / NEWCOMER / replied
Hi Anna,   thanks for your fast answer.   Could you please tell my why I got no information about the refund. I'm also a bit confused because I didn't send anything... see post
katiecon
500 Point Perk Return
I just got the Smashbox 500 Pt Perk and I hate it. The lipstick is too bright for me, the eyeshadows are too light, and the primer is barley enough for one application. Can I return this for 500 points back, since it is a lot of points and I spent 500 to even get it?
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Katie,   I'm sorry that your Smashbox Perk didn't work for you! Unfortunately, the deluxe samples are not returnable. Nevertheless I advise you to check with the ... see post
DaryaDrychak
My order from November 15th still hadn't been shipped. When it'll be shipped?
My order from November 15th still hadn't been shipped. When it'll be shipped? I need it before December 10th, will it arrive by then?
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Darya,   I'm sorry that your order hasn't been shipped yet. We experienced higher than expected order volume within the past 3-4 days and our Fulfillment Center i... see post
Gina303
Having trouble placing my order online, please help
Hi, I am trying to place an order with you guys and I am having some difficulty doing so. I am an American living in Japan. So my items would be shipped to Japan. I am trying to order 9 things and like 5 of my things say “item can’t ship to your address” I am really unsure about this, because I am not shipping hazardous goods like perfume or alcohol/spray bottles. If it helps at all, I am trying to order:   1 Urban Decay Naked palette (the original one) 1 Nars eyeliner 1 Nars lipstick in Cruising 1 Urban Decay lipstick in Naked 1 Urban Decay lipstick in Fiend 1 Too Faced Lipstick in Spice Spice baby These are the items that won’t go thru.   The Bite Lipstick in Pepper says it’s okay and will ship just fine and the Too Faced Chocolate Bar palette will go through too and the holiday bag. I really hope you guys can help me. This is a small little Christmas order for myself, have been sort of waiting all year to order this. And will be my first 2 palettes ever. So I’d really like to receive these things. Can anyone help me? If it helps, I already have every thing in my shopping cart and all my shipping info and payment info is already on my Sephora page. Please help me someone. : )  
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gina303,   I'm sorry about that! Unfortunately, at this time there are some brands that we are unable to send internationally. Urban Decay and Nars are one of the... see post
Jamie23
Combining accounts
Hi, I would like to combine my accounts. I have a VIB account in store, and I made two online. How can I combining those accounts? Will my points be combined as well?
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NatalieM11
NatalieM11 / NEWCOMER / replied
Hi Melissa,    I need to combine my accounts as well.    Thanks, Natalie see post
Elaineelam84
Cancelled Order
"Unfortunately, as one or more of your items was out of stock, we had to cancel you order. We will be replacing your order soon if able...The new order will be shipped express shipping at no additional charge to you."   Before I got this email, I reordered everything after it was cancelled. Does this mean I'm going to be charged twice if they do replace my order? I'm hoping they don't replace it but if they do, how can I cancel it?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Elaineelam84,   We're so sorry about that! If you were able to successfully place another order, you will only be charged once seeing as the previous order was ca... see post
SweetCanadian
Lack of Shipping Number?
I placed on order on November 14th, and received a shipping notice a week later. However, whenever I check my order status online, it still says in progress? I am a VIB Rogue, and I know you guys have had an influx of orders but I would expect that when I get a shipping notice that there is a tracking number. And that the order would not take more than a week to arrive since I live just outside of the Toronto area.
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Robyn,   I'm sorry that your order has been delayed! It looks like it already was shipped and is on its way to you. Once your order arrives at our border facility... see post
jennawoo
My package still hasn't shipped as of today (Friday), and I'm leaving my home for a week on Tuesday.
Hello,    I know there has been an influx of orders and I completely understand. I only write because it's coming a bit down to the wire for me. I placed a several part order on November 16th. All of the packages but one have been shipped and have arrived, so thank you for that! My concern is that my one remaining order hasn't even shipped yet, despite the last Customer Service email I received stating it would be delivered by Monday, the 24th. I leave my apartment for a week on Tuesday the 25th, and I really don't want to leave it on my doorstep to be rained upon or stolen.    Can you post or PM me with a shipping update?   Thank you!
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jennawoo
SPECIAL GUEST jennawoo / SPECIAL GUEST SPECIAL GUEST / replied
Hi Zanna,    I got one PM from you asking for my order number, and I responded immediately. I have yet to hear back from that message.   To make matters stranger, I ... see post
stephob
Can't add VIB birthday gift
I am placing an order but can't get my VIB birthday gift to add. It is still my birthday month and I haven't used the offer yet.
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI Janie,   It looks like your order has been sent to fulfillment with your Birthday gift inside. I'm glad that you were able to add it and hope you will enjoy your ... see post
Frimousse1710
"Sent to Warehouse" and "unsuccessful authorization."
  I placed 2 orders on Friday afternoon. One of the order's status says "Sent to Warehouse", but the other says "unsuccessful authorization." Do I have to place that order again?
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Miramond! :)   "Unsuccessful authorization" status means that your order was unable to be shipped. One of the reasons for that might be wrong billing information.... see post
j3ss26
Shipped to wrong address???
I just placed an order minutes ago and accidentally had the wrong address on there. I thought I had changed it, but that was the billing address. I want to know if it is possible to change the address at this point??
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jess,   It seems that you have already been helped by our Beauty Adviser. Let me know if you have any other questions.   see post
NikkiKristine
Will Sephora be selling more Bite Mix'N'Mingle Set?? So sad I can find it online anymore...
Will Sephora be selling more Bite Mix'N'Mingle Set?? So sad I can find it online anymore...
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NikkiKristine,   The  Bite Beauty Mix N' Mingle  is temporarily out of stock, and unfortunately right now we are unable to tell you when it will be restocked. Ple... see post
simplylala
sephora favorites superstars kit with a defective product
I was so excited to receive my package and immediately opened it. But was so disappointed to see that the inside was sticky and has liquid all over the other products. I believe the bumble and bumble spray leaked. I was able to clean the products but to my dismay, there was only a little product left in the bumble and bumble spray. I was thinking of returning it but there is only one defective product in the set. I havent use any of the products yet, and the idea of putting them to waste when I return them is unbearable. Is there anybody else who had the same issue with their sets? 
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simplylala
BEAUTY PRO simplylala / BEAUTY PRO BEAUTY PRO / replied
I just noticed this post was in the default Acne thread. My apologies, didnt mean to post it here. see post
Birdkly
No samples?
Good Morning. I didn't receive any samples with my most recent order.  why is that?
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katezzz
BEAUTY MAVEN katezzz / BEAUTY MAVEN BEAUTY MAVEN / replied
Did they help you? I was offered 25 points instead. I will call them when I have some free time. if you haven't gotten response you can talk to the mod Anna, she replies... see post