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Can you use Sephora store credit (white card) online?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @evmav,   Unfortunately, we are unable to accept Store Merchandise Cards as a form of payment on our website. Sorry about that! Just keep in mind that store merch... see post
Point
    Hi, BI. I counld't get my point again ;-( Please check for me.     Thank you.    
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @00Mia00,   I'll be happy to link into this for you! I'll send you a private message to obtain more information.   Always, Danee see post
VIB Rouge Sale Points
Spent $50 on April 18th with the VIB Rouge sale - didn't get my points. Items are not listed in my past purchases. Would the sale have affected this?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sookie99,   The Sephora Love Note promotion would not have affected what shows up on your purchase history. I'm going to send you a private message now so I can t... see post
rewards points
I am missing points. is there any way i can look at the history of my point to see why I am missing points? I haven't been redeeming them and i have been making purchases and i have less points then i had about 6 months ago.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @lynneanne,   I'm so sorry about that. You can view your purchase history by clicking on "Lynne's ACCOUNT" located on the top left corner of any web page, then cl... see post
REDIRECTING THE ORDER TO ANOTHER ADDRESS? PLEASE HELP IT'S URGENT!!!
Hi,   Can someone please help me? I've been trying to contact Sephora through both email and Facebook since the 21st of April but haven't heard from them. I am based in New Zealand so I have to use package forwarding service to get my orders sent to me. I anyway have put in the wrong address for my recent order which is the old forwarding company I am with. It means that if any parcel is sent there it will be disposed since I no longer have a virtual mailbox with them. I also contacted UPS. They won't let me change the address but got the shipment on hold for me until the 1st of May for Sephora to submit a request to change the address. What do I do now as I can't get in touch with Sephora and can't even imagine my hard-working $200 worth of make up going into the bin like that PLEASE HELP!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maivu94,   I'm going to send you a private message so I can assist you with this. Thank you! see post
Wrong size for the Nest rollerball set?
I can't help but notice that the size of the rollerballs is 0.75oz each, which seem awfully large. Could someone please confirm the size of this set? Thanks!
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HALL OF FAMER einai / HALL OF FAMER HALL OF FAMER / replied
No problem, Kevin. Thanks for checking for us and I'm glad the website has been updated so quickly! see post
Still missing BI points from in-store purchase??
I made an in-store purchase and exchange a couple weeks ago but the points from the purchase made that day aren't showing up. Help please?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Giannaa, I can help with that. I am sending you a private message with more details.    Cheers,  Kevin  see post
Unable to access my old Beauty Talk profile
I created a Beauty Talk profile a few days ago with the the same email address I have on record for my Sephora account. I was having an unrelated customer support issue for which I had received and sent private messages for that profile. However, when I tried retrieving a new private message by logging in, my old profile wasn't showing up and so I inadvertently set up this new one. But they are both registered to the same email address. I am getting notices of new private messages to my email address but when I use the email address to log in, I am logging into new profile. Please help if you can- I would like to retrieve my old Beauty Talk profile) where I have unread private messages, and do away with this new one. Thanks in advance!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sanKay77, I am sending you a private message to help.    Cheers!  Kevin  see post
Order Tracking/Shipping Issues!!
I got the confirmation e-mail 3 days ago for one of my orders that has been shipped but when I click on the tracking number link there is no canada post tracking number. The order I had placed after this order has a tracking number. Can someone help?
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BEAUTY GURU dioradict / BEAUTY GURU BEAUTY GURU / replied
Thanks Kevin. I had replied to your PM.  see post
Point adjustment (Canadian)
hi, can someone please adjust my points for my online purchase today? I was awarded 87 points when it should have been well over 100. 
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HALL OF FAMER njattana / HALL OF FAMER HALL OF FAMER / replied
So as an update, when I called in they said they couldn't update all of my past orders but rather just a few at a time and redirected me to email client.service@sephora.... see post
one billing cycle
I want to know what does one billing cycle means ? Like how long does it take if I am waiting my refunds on unsuccessful purchase? Is it 1/2 days or 15 days ?     
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi 7amdi! Your billing cycle will depend on your credit card company! For further assistance, please reach out to them directly.     Cheers!  Kevin  see post
How many points do I realy have?
im seeing a difference of 54 points depending on which page I'm on. Can you clarify how many points I really have?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sp2001,   You might see this because you have items in your cart. Depending on what page you're on or how you're viewing your point total, sometimes the Beauty Ba... see post
cancelled order
I ordered online but I received an email saying my order was cancelled, and I can no longer order online. please help I want to continue to order online and use my points ?  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Anooood,   Sorry for the confusion. Yes, you can still place orders on our website. Please be sure to check your inbox for more information regarding your recent or... see post
Too Faced Melted Metal #SephoraSweeps
Keep the dream of the ’90s foiled lip alive. Enter for a chance to win the entire, 26-piece Too Faced Melted collection—including eight new Melted Metal shades! The liquid lipstick line was inspired by the soft, lustrous metallic lip looks of the ‘90s, and on April 24 th , one lucky Sephora Instagram follower will win this exclusive bundle worth over $500.   To enter for a chance to win, make sure you follow @Sephora on Instagram. Between April 23, 12pm PST and April 24, 12pm PST, post an original selfie showing a ’90s-influenced beauty look to your Instagram profile. Include #SephoraSweeps in the caption of your image. All valid entries received within 24 hours from the start of our giveaway are eligible to win. The winner will be selected at random from the pool of eligible entries. Watch your Instagram feed on April 23–24 for updates.   Good luck to all you ‘90s beauty fans out there!   See official rules below> 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Kezemi,   The winner will be announced soon! :) Please watch your Instagram feed for updates.   Thanks for your patience.   Always, Danee see post
how do i get my vib card connected to my online account?
 it still says i'm a beauty insider...but i've got a vib card from shopping in the store.  thanks!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @nhunt,   I'll be happy to link your VIB card to your online account for you :) I am sending you a PM to assist you with this.   Always, Danee see post
I CAN'T FIND WHERE TO ADD MY BEAUTY INSIDER CARD TO MY ONLINE ACCOUNT. HELP?
I registered for a beauty insider card and can't find where to add it to my account. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Neetie93,   I'll be happy to link your Beauty Insider card to your online account for you. I am sending you a private message to assist you with this :)   Al... see post
Point Additions
For the past few months I've noticed that when I go to my BI account summary page, even if I haven't made a purchase in several weeks, there will be a point amount as "Earned Today" and then an updated total. Such as:       However , the banner at the top and ultimately my actual points balance doesn't actually change with this amount. Then the next day, the amount "earned" for that particular day will be a different amount and with the same error. Such as:         It's really strange. Could someone clarify what is happening here? Am I supposed to be getting these daily points for something? Today it says 93 but the other day it said like 46 and then other day it said 113,etc,etc  
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HALL OF FAMER njattana / HALL OF FAMER HALL OF FAMER / replied
Well I don't have anything in my cart right now... So could it be that it thinks that I do? see post
2015 Sun Safety Kit Release???
I'm wondering when the 2015 Sephora Sun Safety Kit will be released??
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @baudelaire,   You do not need to sign up :) If you are subscribed to our emails, you may receive an email regarding the 2015 Sun Safety Kit release. I would reco... see post
Trying to link my VIB to online account..
Hi, I usually make my Sephora purchases in-store, but I am trying to place an order online and wanted to link my VIB # to my online account before I make the purchase but am unable to do so. Please help. Thank you.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @SanKay,   I'll be happy to link your VIB card to your online account! I am sending you a private message to assist you with this.   Always, Danee see post
Missing Points/Are some things excluded?
Are some things ineligible for points? I have a couple of things that didn't count or show up on my purchase list  while others from the same receipt are there? for example a clarisonic, and a peeling gel? I still have my receipts just wasn't sure if it was a mistake or just the way it is. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LauriAnna,   There are situations in which you wouldn't receive points for your purchases - like if you paid with a gift card, or if you were exchanging an item -... see post
Charged twice.
Hi, I attempted to check out earlier today, but I recently changed my address that was associated with my card and forgot to change the billing address that's saved to my account. As a result, my transaction wasn't completed earlier today, and I completed my transaction later tonight with the right card info. However, I looked at my banking statement and I was charged twice -- once earlier today, and once just now. Help!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi noelleohelle,   Sephora orders aren't charged until they leave the warehouse, so what you see on your account are holds for the amount of purchases. Because the o... see post
Return Policy?
I recently purchased an Urban Decay eyeshadow from the website which I ended up not liking and tried to make a return to the closest Sephora. It was inside a JCPenney and the process was extremely slow (I had my boyfriend with me and it took roughly 15-20 minutes). In the end, she had to phone and find out how much I paid for the item (she was told the incorrect amount so I corrected it) and then I was told I could only do an exchange or a merchandise credit and that it could only be used at that store (seems very redundant to me that I could only use it at that one store) so I ended up exchanging it for another shade which I am not in love with.   How can I go about returning this eyeshadow to an actual Sephora store?   Also, I got an order in the mail yesterday and I just don't like it. How many days do I have to return it to a store? The closest US store to me is 2.5 hours away (I live in Canada).
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BEAUTY PRO bleuorchid21 / BEAUTY PRO BEAUTY PRO / replied
Okay :) I have pictures of the mailed shipping receipt (where she put $18 beside the eyeshadow (changed from $22 that she was told over the phone) along with the receipt... see post
Damaged items make me sad:-(
BEAUTY MAVEN meleva / BEAUTY MAVEN BEAUTY MAVEN / replied
Thank you Nika & sephora, best customer service xx   see post
VIB Coupon
I was so excited to see my VIB Coupon in the mail today. So I logged in, put some items in my cart, and when I went to checkout, the code wouldn't work. That's when I realized that the coupon I got today in the mail was actually for 4/16-4/21. I don't know why I got it so late, but I'd love to have a different code to get the same benefit. Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hcarndt,   I'm very sorry to hear that you received your mailer late - regretfully, as you're already aware, this promotion has concluded. Like BlueBrownWit menti... see post
Store Credit instead of Gift Card?
I returned something in store a few days ago, without receipt, but the SA was able to locate it in my purchase history and it was well within the 60 day return window. I was a bit surprised when she said she needed to give me a gift card, but not bothered, because I planned on purchasing something else online.   However, when I went to place my order last night I discovered I was given a store credit, which apparently can't be used online? This is a problem as my local store does not carry the brands I need.   Is there a way my store credit can be transferred to a gift card, as this was the SA's error? I'd really appreciate it.
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry Nycmle,   Currently, we (Sephora.com) are unable to assist with returns made at our stores. I recommend reaching out to your local Sephora Store for further as... see post
Canadian points update - help please :)
Could a mod please PM me? I'd like to update my points from the sale. Thank you.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kbmatthews,   I'll update your points for you and send you a PM when I'm done! see post
Recent VIB promo code
Was I supposed to receive the VIB gift bag with my last purchase?  I got the 15% discount, but there wasn't a bag with my order.  Was that only for VIB Rouge?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lisa3907,   The clutch was only available in-store, it was not available in online purchases, I apologize for the confusion! see post
Why isn't my Beauty Insider Card linked to my online account?/ How do I link it?
 I signed up for an account online a few months ago, and made my first Sephora purchase over the weekend. The cashier helped me sign up for it, but when I check my online account it says I have 0 points? I may just be missing something, because this is new to me, but I just thought I'd ask! Is there a way to link my card to my online account?
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Mhnz / FRESH FACE / replied
I need help with this please. Can't add my points to my online account.  see post
customer service survey
Hi   I visited a Sephora located within JCPenney and received excellent service.  Where can I completed a customer service survey for the employee?
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sacortez,.   You can send me a message with details about your experience and I will be glad to forward it to the appropriate contact! Please make sure to include... see post
Bad shipping service
I wasn't going to bother coming back to this BT forum but I just had to speak my mind.I changed my delivery services to be delivered straight to a UPS store, I ordered on the 18th and it was delivered immediately, the problem is that I got told that it was going to be held due to weather service (this was before it arrived to UPS store). And so I believe it was switched to be delivered today, I was ready to pick it up but suddenly I get told that there was a 'future delivery change' request. I never requested this, ever, why would I want to WAIT to get an item I'm supposedly going to receive in two days time? Sure, you can think this is something petty to get upset over, but I do pay a lot to be equally rewarded as a VIB, huh? I contacted UPS costumer service, they couldn't give me a straight answer just "You'll just have to see when they update the system and the future delivery date shows up." Really? It's already in my area and I have to wait for another update and see if it's even scheduled for tomorrow. Eff that to the extreme. I'm so pissed off. This isn't the only time I've had a problem with this shipping service. I know you don't control UPS employees but considering they don't care if I'm a rouge, I guess I'm going to vent it out at the place where I'm promised flash shipping. 
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HALL OF FAMER Blackwhiskey / HALL OF FAMER HALL OF FAMER / replied
Thanks they finally updated and ill be able to pick it up tomorrow see post