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Customer Service
Nikhita
purchase made yesterday
hi. i made a purchase yesterday but did not have the card with me to show it. can i still get points on my purchase?
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marymimo
marymimo / NEWCOMER / replied
Laura can you send me a message on how to do that as well? -mary  see post
vjean04
Broken closure on palette
I just received an order I placed online today. I ordered the Marc Jacobs Siren palette upon opening the package the snap closure on the palette is broken and the compact will not snap shut. Is there a way to get one that is not broken?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vjean04, Sorry to hear that!  I recommend taking the palette and your order invoice to your local Sephora store for an exchange.  You can view our store locations ... see post
vero90pr
Any notice on the 2 year Cosmo subscription?
Hi! I placed on May 2, 2014 the 2 year Cosmo subscription promo code. It showed up when I was placing the order but not on the receipt. Then I read in the beauty talk that I had to wait 10 weeks to process the order. But it has passed more than 10 weeks and I haven’t heard anything. How can I know if I’m going to get the magazines or not? Thanks in advanced for your help.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vero90pr, I'll send you a message to help. :) -Laura see post
eygloerla
Connecting my VIB card to my online account.
How do I connect my Sephora VIB card that I got in a store in Canada to my online account?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nschulte04,   I'll send you a message to help! see post
ilovpurses
Canadians get hosed again. Rouge status USELESS in Canada.
I haven't placed an order in months and the last few orders I placed there were no additional costs for duties/taxes etc. Before I placed this order I just called to make sure that was still the case and lo and behold I was told it HAS changed - that was just a pilot program Sephora was trying out and now duties and taxes will be charged and collected at the time the order is placed.   We all know the only real perk for being Rouge is free shipping and now that has basically been taken away from us - why would I place an online order with additional charges when I can shop locally in store? The silly little samples are not going to make up for the extra cost. Since most of the beauty deals are only available online, I can't get those either.   There really is nothing in it for Canadians being VIB ROUGE. 
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blackunicorn
BEAUTY WHIZ blackunicorn / BEAUTY WHIZ BEAUTY WHIZ / replied
You should buy your Guerlain stuff at Shoppers or Murale during a 20x promo! At least their Optimum program is worth it! see post
sephoraadmin2
Fresh #SephoraSweeps on Instagram
Help us celebrate the launch of Fresh’s latest addition to the Sugar Lip Treatment Collection! On July 23, one lucky Sephora Instagram follower will win the entire line of Fresh Sugar Lip Treatments (that’s 11 shades!), including Fresh’s newest pink, Tulip.   To enter the Fresh Sugar Tulip #SephoraSweeps, post an original Instagram image of your pink pout between Tuesday, July 22, 12pm PDT and Wednesday, July 23, 12pm PDT. Be sure you follow @Sephora on Instagram and include #SephoraSweeps in the caption of your image. All valid entries received within this 24-hour window are eligible to win. The winner will be selected at random from the pool of eligible entries. Watch your Instagram feed July 22¬–¬23 for updates.   See official rules here>      
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crystlemethod
crystlemethod / NEWCOMER / replied
Can you make this an international contest? Or at least Canada? Pretty please! :) see post
Ashmeister
Charged for a product I did not receive in-store.
G'day, I purchased a few products from the Sephora store in Yorkdale late last week and received all but one product (Urban Decay Naked Flushed palette in 'Streak'). Am I able to bring in my receipt and the products which I received to a Sephora store to see if I can obtain the missing product? Thanking you in advance!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
For that situation, I would call the new store first to see if they're able to help you.  :) -Laura see post
tessie84
Question about store credit and placing in-store orders
I have a store credit that I was planning to use to buy a particular product, but it's not available in any stores within a 100-miles radius of me. Since I can't use the credit online, could I order the product through my local store and have it shipped to me?
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tessie84
BEAUTY MASTER tessie84 / BEAUTY MASTER BEAUTY MASTER / replied
Thanks -- I'll look into it with them! see post
naleixo
I bought something but I forgot to show my Beauty Insider card.
I bought something but I forgot to show my Beauty Insider card. I still have the receipt. Can I get the points?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi naleixo, I'll send you a message to help. :) -Laura see post
sephoraadmin2
Ole Henriksen 7 Days to Youthful Skin Details
Beauty Insiders! Treat your skin to a week with Ole Henriksen> http://seph.me/1zRTY6A *Enter code WONDERS in the promotion code box at checkout to receive an Ole Henriksen 3 Little Wonders 7 day sample setfree with any online merchandise purchase of $25 USD or more. The set includes 7 samples of Truth Serum™ Collagen Booster, 7 samples of Invigorating Night Gel™, and 14 samples of Sheer Transformation® Crème (0.025 oz ea). Valid while supplies last, quantities are limited. Not valid on previous purchases or purchases of eGift certificates or gift cards. Offer not valid in retail stores or at Sephora inside JCPenney. Cannot be used in conjunction with other promotion codes. This offer is subject to change, alteration, or termination by Sephora at its sole discretion at any time.
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njattana
Please help cancel my order
I updated my new address incorrectly and needed to cancel my order immediately but it says you are closed - could I please get assistance with cancelling order number 2988001053
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi njattana,    That is before the order goes to being processed/submitted. If you need help with an order I recommend contacting us by phone so we can assist ... see post
vanillammm
Sephora liquid concentrate price changed
Hi there!   Last week I purchased the Sephora collection Liquid Moisturizing Skin Concentrate out of the sale section and it was $11 - as seen in my screen capture. I received it and decided I like it, and went back online to order another one. Now it is back to regular price ($22). http://www.sephora.com/liquid-moisturizing-skin-co ncentrate-P385143?skuId=1552264   Can you tell me if I can expect this item to be back in the sale section again? I don't want to purchase it at full price.   Thanks!  
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vanillammm, I'm not sure if it will be going on sale again, but I am researching it for you.  I'll let you know as soon as I hear back! :) -Laura   see post
eleone
How can I link a purchase to my Beauty Insider account?
Hi!   My husband got me the Hourglass Ambient Lighting Palette as a present in our recent trip to NY. He didn't use my card (nor did he get offered to open a new one so he didn't link the purchase to any account). How could I link that purchase to my Beauty Insider account to get the points?   Thank you so much!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi eleone, I'll send you a message to help. :) -Laura   see post
RayneeDeigh
VIB points not showing up?
Hi there,   i recently made a purchase so that I would qualify as a VIB, but I am still showing up as just a beauty insider. When can i expect my VIB points to go through??
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RayneeDeigh,   It can take up to two weeks once the qualifying purchase has been made to see that your account has been upgraded. I hope that this information hel... see post
dhuchim13
Beauty insider points
I didn't get any beauty insider points for any of my purchases that I've made. I've only bought things at the Sephora store not online. Is there something I can do to get my point?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dhuchim13! I can help with that. I am sending you a private message to help.    Cheers!  Kevin  see post
laura819
Purchased product not showing in My Purchases
Hi! A few weeks back I made an instore purchase of the UD All Nighter Spray, and a Sun Safety Kit (I was so shocked to find these still in store!!!). When I go to My Purchases on my account, only the All Nighter spray shows up, not the Sun Safety kit. Is this just because it isn't available online anymore? Just want to make sure it is counting towards Rouge...I am embarrasingly close to qualifying so every dollar counts!   Thanks, Laura
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
No problem:)! see post
maan17
wrong purchased
i purchased a product yesterday at sephora store, i got the wrong shade for my concealer, can i exchange it
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maan17 , You should be able to return/exchange the product with your original receipt. If you have misplaced it, you will need to provide a government issu... see post
olivia98888
Points not showing up in history
I bought nail polish in store with my beauty insider card but the purchase isn't showing up in my purchase history. I bought it on Saturday and now it's Monday. I want to receive my points for this purchase. Any help would be appreciated.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Olivia98888,   I'll send you a message now to help out with this! see post
msbeautylety
vib
I recently became vib through online sephora.  Was I supposed to get some sort of discount or kit or am I wrong?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi msbeautylety! Congratulations on reaching VIB! On your next online order you will be prompted to add the welcome kit to your basket. :) Additionally, you can pick up ... see post
Palmer45
Beauty Insider Points
Hi there! I'm wondering why my beauty insider points aren't showing up online?  I've never shopped online with Sephora, but am a frequent customer at my local Sephora store.  I know I do not have 0 points (like my online account shows) because I just became a VIB at the store.  I'd appreciate any helpful response. Thanks!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kels2610! Just sent you a message to help!    Cheers!  Kevin  see post
Kels2610
Q. Merging online and store account
I had recently become VIB in a store and just got an online account. How can I merge the two together?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Kels2610! I am sending you a private message to help. :)    Cheers!  Kevin  see post
BeautyLauncher
Wrong birthday month.?
My birthday is this coming Tuesday,  and I double checked my account only to see that instead of July 22, it say said January.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BeautyLauncher,   I have updated your birthday on your account! You will need to sign in and out of your account in order to view the updated information. If you ... see post
mslian
Q. i have a notification bubble thing on my ipad app but have no idea what it's for... anyone know?
don't know who to contact about this. it's really annoying to see that notification bubble and not know what it's for!!
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hello everyone!   The app IS indeed for the iphone case with a $25 purchase. Are you able to click the button or notification to make it go away? We're forwarding yo... see post
IsabelaParedes
My order has been cancelled but the payment with my credit card has already been done!! Help
Hello! Sephora sent me an email saying that my order has been cancelled "For your own security and protection, we have cancelled your order because we were unable to confirm your payment information." but my credit card info says that the payment has been done already, so I have paid for my products. What is going on? please help me
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi IsabelaParedes,   It sounds like you are referring to a pending authorization, which happens when each order is attempted.  The pending auth will automatically fa... see post
LilahDee
Beauty Insider Points
Today at the store i was told i had 150 beauty insider points. I didnt redeem anything .,when i login to my account it says i have o points. whats going on
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LilahDee,   I'd be happy to take a look at your account & points :)  I'll send you a message shortly!   xo, Mia see post
Brie514
Weird in store experience
Recently I popped by my local Sephora (Montréal, Ste-Catherine) to play the "should I make a change or repurchase" game. I am troubled by my skin and play this game often when it comes to skincare; I wanted a second opinion.   I approached a cast member in the skincare department with my burning dilemma to which she responded by making a weird expression and pushing past me to greet her friend who had come into the store. I thought her behaviour was extremely rude and walked to another department to browse and cool off. I regrouped myself, went back into the skincare department and tried to sort out whether to buy the Dr. Jart+ Premium (my usual choice) or Black Label Detox BB cream on my own. After a few minutes the same cast member came by and said, "Now I can help you!". I declined her help because I didn't want to be near someone like that. She began to insist,  tell me I was wrong for finding her behaviour rude, and then snidely confronted me about the situation in a loud voice. I politely maintained that I no longer wanted her help.   Shortly after, the manager of the skincare department came over to ask what had happened. As I normally spend $300- $500 a month there for my boyfriend's skincare needs and mine, I'm well known in the store. I explained the situation, the manager profusely apologized, said the cast member would be reprimanded for her rudeness and sent me someone who had no idea about the products to help me. The man she sent over was completely lovely but didn't have a clue about skincare. He wasn't in the normal Sephora uniform, I think he might have been a guard or a trainee? I really wanted to know the difference in sunscreen and which was better suited for my skin. We spent about 10 minutes reading packaging together, and because the SPF isn't marked on the full size packaging (but is on the sample in the set I purchased not long ago?!?!), I gave up trying to figure it out, and decided to take a chance on the Detox. Once I was in line to pay, she brought over a small Amore Pacific gift to apologize. This was very nice of her, and did help make me feel a bit more valued, but I left the store altogether confused, upset and possibly with the wrong advice.    Can someone help explain which would be better for my 30 year old, sensitive, dry, and acne prone skin? 
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Brie514
BEAUTY PRO Brie514 / BEAUTY PRO BEAUTY PRO / replied
...? see post
Stellaaa
Question about Sephora Gift Cards?
I have an old Sephora inside Jcpenney gift card that I purchased about two years ago, and unlike the new gift cards, it has a 19 digit card number and 4 digit pin. Therefore, I can't use it to buy anything manually online. The gift card associate told me I could place an order with the help of a customer service representative, but then they told me it wasn't possible. The items I would like to purchase aren't available at my local Sephora - any advice?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Stellaaa,   You will need to save your gift card for the next time there is something you want to purchase at Sephora inside JcPenny store. We have never been abl... see post
SQuach4
My card is nonexistent!
The website states that gift cards have a 16 digit card number with an 8 digit pin. The card I received was a 19 digit card number with a 4 digit pin. I called the number on the back of the card where they told me the balance and that it was active but they could not help me complete the order and to call another number. The other number could not help because it was not a JC Penny gift card.   Any help is appreciated.Thank you
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi  SQuach4,   Is your gift card white in color? If so, it is a merchandise store credit that is only eligible for use inside of a freestanding Sephora store and... see post
AshleyK17
Q. Didn't receive my VIB Rouge card
I just became a VIB Rouge member upon making an online order. I received the welcome kit but not the actual VIB Rouge card. Should I go to my nearest Sephora to ask for one?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AshleyK17!   Congratulations on becoming a VIB Rouge member! You can pick up your new VIB Rouge card next time you are shopping in the store!  see post
virginia1008fly
in- store purchase clarisonic refund
hi, i bought a clarisonic aria promotion set in newyork 20 days ago, only used once and now it's not working. can i go back to any sephora store in US to change my clarisonic or to refund it? the problem is i lost my reciept, but i still got the whole package box with me, can i change my product without a reciept? plus, i am not a us resident, should i bring my passport? thank you~
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lynndee562,    If it has been more than 90 days since the initial purchase date, Sephora is unable to accept a return on an item, however, Clarisonic offers... see post