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katiecon
Return Policy?
My friend purchased me a gift I already have. Unfortunaty it was original $30, but due to the closeness of the holidays its down to $20, and after Christmas it will be down to $15. Will I get $30 back or the current price? Please help I don't know what to do!
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TaydeBT
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Katiecon, I will send you a private message now to assist you! :) see post
tanyab84
Terrible packaging resulting in damage to my order!
I just opened my most recent order (# 3255050279) and discovered that all my items had been tossed in a box with only a single piece of bubble wrap on the BOTTOM of the box. In addition the deluxe sample of Escada Joyful arrived with the CAP OFF and completely empty. All my other items, including the $48 Laura Mercier Artist's Palette, were SOAKED by the sample.   I stopped ordered from Ulta because of this exact same reason...poor packaging destroying my orders...I certainly hope this isn't going to be the end of my online ordering from Sephora but there is absolutely no excuse for this!
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bexpose
I made an in store purchase, but we forgot to use my VIB card. How can I redeem my points?
Please tell me where I can add it online, or what you need to manually add it for me.  Thanks!
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TaydeBT
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bexpose, I will send you a private message now to help you with this! :) see post
shawtygirl
Disappointed
  Why my order is scheduled to be delivered here in 6 business days? Always I receive my orders no longer than 3 business days...It doesn't contain any hazmat products.
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CeliaV
HALL OF FAMER CeliaV / HALL OF FAMER HALL OF FAMER / replied
Exactly.  And depending on the area, oftentimes holiday delivery routes are added temporarily.  So while a FedEx truck might generally make two passes in one area, durin... see post
Asdfglkjhg
Can I return something I bought using store credit?
A friend let me use her store credit to buy something, but now I want to return it. Is this possible, or can I only get store credit again?
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TaydeBT
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi  Asdfglkjhg, I will send you a private message now to help you! :) see post
mrscastille
Missing points on Beauty Insider card
I signed up for Beauty Insider in the store, but the points for my first purchase are not on my account.
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TaydeBT
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mrscastille, I will send you a private message now to help you with this! :) see post
esskayh
Disappointed
Very disappointed that my order arrived without any of the samples included. The free samples, which I had planned to use as stocking stuffers, were one of the main reason I chose to buy from Sephora.
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TaydeBT
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Esskayh, I am sorry that the samples were missing from your order. I will send you a private message now to assist you! :) see post
KcNieves
VIB ROUGE
I made it to VIB Rouge =) However on my account it states I received a new card and welcome kit, in store. I did not receive anything
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TaydeBT
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KcNieves, I will send you a private message now to assist you!  see post
ashleyg218
can i add points to my card if my card wasn't given at the time? it was a purchade madr today
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ashley, I'm happy to help you add the points! I'll send you a message to get your info. :) -Laura   see post
skx210
I didn't receive any of my free samples with my order?
I recently ordered a lipgloss and none of my free three samples came with my order, although the order slip has them listed!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi skz210, I'm sorry to hear that! I'll send you a message to get your info. :) -Laura   see post
gayfemmediva
I did not receive the samples I ordered. Why?
Please help me with this. They are listed on my invoice yet are not in the box.
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Moggs
Moggs / RISING STAR / replied
I wish Sephora would actually substitute for the samples that are out of stock. I've gotten many orders that came with no samples at all...even substitutions would be ni... see post
Tamiraq
one time only vib rouge code?
i got the notification about vib rouge earlier access to the sale on sale and made an order, now i want to place another order but when i try to apply the code i get the "Must be logged into your VIB Rouge account and purchase sale merchandise to qualify. Only available for orders shipping to the U.S. or Canada." i have even relogged, deleted cookies etc; is that early access one time use? if so i would like you to point that out next time so i do not rush into ordering before being sure i have everything i might want added to it :/  
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tamiraq,   I'm so sorry you experienced issues with the promo code! To redeem the offer, simply enter EXTRAROUGE in the Promotion Code box located on the bottom l... see post
Salinaxoxo
online purchace question
if i was to buy something off of the website and it goes on sale can i get the differnce back?
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Salinaxoxo,   Sephora.com can offer price adjustments within 5 days of your purchase. I will send you a private message requesting more details about your purchas... see post
jenn1977
Q. I'm a new rouge, but I have noticed that I am not getting emails with promos...
Is there any trick to it? I have checked but info on the Sephora site and my email settings, I have even added Sephora.com as a contact. 
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jenn1977,   I'm sorry you have not been receiving emails! I will refresh your email subscription so you should start receiving emails within 10 business days. Ple... see post
Lisaay
Why aren't my points added to my account?!
I've made quite a few purchases for a couple months now but I don't see any of these points added to my beauty insider.. I don't see any benefit in that because I'm trying to be added to the vib but I can't do that if none of my points are being added to my account. 
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lisaay,   I'm so sorry for the trouble with your account! I'm going to take a look into this for you and then send you a private message regarding the situation. ... see post
jenn1977
I'm a fairly new rouge, but I am not getting the emails with promo codes.
I checked both my selections on the Sephora.com site and my email settings and they are both correct. Is there any special trick to this?
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me8383
Q. Why can't I edit reviews?
Can you not edit your reviews on the site? I reviewed something that I initially did not love, but after using several times I actually do like. I want to change my review...but i see nowhere that allows me to do that.
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starsandbucks
HALL OF FAMER starsandbucks / HALL OF FAMER HALL OF FAMER / answered
A. Just bumping this again! Lots if times I want to go back and edit a review and it's so odd to me that Sephora doesn't have this function. Just recently I wanted to tack ... see post
suggrr
Fluctuating samples are irritating
While I understand that the samples change frequently, depending on how much stock there is of each item, it's really, really frustrating to add something to my cart, check out, then have to go back and select entirely different samples. It takes about ten seconds for me to add the samples and get through checkout, so to have a sample go out of stock in that amount of time is crazy. I did this about five times in a row before I gave it a break. Then I try again and this exact problem starts happening again. It's been going on for an hour now and I just don't think a sample should be selectable if you really don't have that much of it left. Just throw it in with random orders as a nice extra!
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suggrr
BEAUTY BUFF suggrr / BEAUTY BUFF BEAUTY BUFF / replied
Sometimes samples would show in the selection area, but they would already be out of stock. So I'd put different samples into my basket and try to check out, only to be ... see post
aspatel86
Missing Primer - Customer Service Nonexistent
Hi,   I had ordered two Urban Decay Smoked Palettes and just received them yesterday. One of them had everything inside but the other was missing the mini primer potion. I just called you guys and the BA I spoke to said you were sold out of the palettes and couldn't replace it. I asked if you could just send me the missing primer potion, and she said that wasn't possible and the only option was to go to a Sephora store and try to return the item or ask for an exchange for a different item since I have a good history.   This is not ok. I want to keep the palette, I do not want to return it. Can you please just send me the missing primer potion, or at the very least offer me a partial refund? "Sorry there's nothing we can do" just doesn't cut it.
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aspatel86
aspatel86 / NEWCOMER / replied
Hi, I replied to your message yesterday with the requested info but have not heard back. Also, my nearest Sephora locations do not have this palette in stock and said th... see post
DaniellaHolny
No points adding after month after purchase
Purchased 3 items in the beginning of November and I still do not see them added to my account? I still have the receipt. Any help would be very appreciated!
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TaydeBT
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Daniella, I will send you a private message to assist you with this! :) see post
Natalian
Does Sephora do price adjustment
I placed an order couple days ago and the price change. I was wondered sephora do the price adjustment.
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TaydeBT
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Natalian, I will send you a private message to assist you with this! :) see post
jn48
Extra 20% off for VIB
Why do VIB's not have early access to the extra 20% off sale? It doesn't seem like there is any benefit to having VIB.
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jn48,   Thank you for providing us with your feedback regarding our Beauty Insider program. I'm very sorry to hear that you don't feel like there is a benefit to ... see post
shawtygirl
Delivery concern
I placed an order yesterday and received my tracking number at the same day, however the package is scheduled to be delivered on 12/30/2014 .Why so long , 6 business days sounds just crazy...
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shawtygirl
BEAUTY MAVEN shawtygirl / BEAUTY MAVEN BEAUTY MAVEN / replied
Hi Kevin, thanks for responding me. My order doesn't consist of any hazmat products.Here is the order number if you could let me know why is it going to take so long- 32... see post
Redshoefanatic
Can't add things to basket?
HI there, I am currently trying to shop online but when I click ADD TO BASKET, the button greys out but it won't add the item to my basket.  Can anyone in tech support help please?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Redshoefanatic!  Please try removing your cookies and/or trying from a different browser. We were having some website issues earlier that have now been resolved.   ... see post
teenageparasite
Price discrepancy
So I've been waiting for the Clarisonic acne duo that's on for $47 to come back in stock ... Well I was online yesterday and see that it's is but at 59$. But I'm puzzled because the listing shows it from 47$-59$ but there is no option for the 47$ ..
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi teenageparasite! I'm sorry for the confusion! I'm sending a request to have that corrected.  It looks like the US price for this set is $47 and that may be why it's b... see post
Sushi13
Sephora Email & Mail Notifications
For the past several months I have not been receiving ANY Sephora emails or regular mail regarding new products, sales, VIB events/specials, etc. I have contacted customer service many times via email and phone regarding this issue and they just keep telling me they're resetting my communication preferences, etc. yet nothing has been fixed. In the meantime I've unknowingly missed out on the once a year 20% sale and now the $25 off $50 gift card for VIB Rouge members. When I've contacted customer service their response has been "sorry but that promotion is over", yet I've placed MANY orders during the promotion times. It's really upsetting that a company would treat their customers this badly, especially when I've spent so much money with their company. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sushi13, I'm sorry to hear that. I am sending you a private message to help.    Cheers,  Kevin  see post
Sushi13
VIB Rouge code NOT working
I received an email from Sephora this morning with a code for 20% off sale items for VIB Rouge members, however it's not working even though I'm logged into my account and have ONLY sale items in my basket (not even samples). What's the problem?  
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hello everyone! I'm sorry for all the trouble. :/ It looks like the code is working now so please try your orders again.  If you're still having difficulty, give us a ca... see post
jilliannatalie
cosmo 2 year subscription- need to change delivery address
I chose the free 2 year cosmo subscription today with my order but I don't want the magazines shipped to my billing address as I am a student and do not live at home. Is it possible to change the address to which the magazines will be shipped?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jillian! I can help you with that! I'm sending you a private message to get more info.   Cheers,  Kevin  see post
asdfkl
Unable to add items into my basket
I've been trying to purchase something online today and each time I try I have been unable. I click add to basket, and the button makes it look like I have added it to my basket, but the item does not appear in my basket! I have tried this with many different items and each time the item is not added into my basket. Is something up with the servers?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi asdkfl! I'm sorry about that! There was some kind of glitch earlier, but it's been fixed now. :) Please try again. If that's not working, I recommend removing your co... see post
kittenchainsaws
Purchase refunded on debit card as if it were a credit card?
I purchased something online but it wasn't working out for me, so I returned it to a local Sephora store. Since the Sephora website ran my card as if it were a credit card (it did a hold for the amount and after a few days went through), I returned the item and selected the credit card option during the return. My card is a debit card but it has run as a credit card without problems before. Will the amount show up on my card in a few days or did I do something wrong by doing it as though it were a credit card?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kittenchainsaws! The pending authorization you are seeing on your account will fall off in 3-5 business days. :) If the order did not go through online, you will not ... see post