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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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BEAUTY WHIZ BlueBrownWit / BEAUTY WHIZ BEAUTY WHIZ / replied
This is a code for the Love Note Promotion, right? That promo ended on the 21st but the code didn't expire until the 23rd I think. I think that you might have to wait un... see post
Formula X or Estee Lauder
http://www.sephora.com/bronze-goddess-rollerball-P 394804?skuId=1696269 So it's early morning on April 25 and I was looking at Formula X polishes and saw this Estée Lauder fragrance under this brand. Anyone else see this?
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Where are my points and how can I get them to show up so I can get my rewards??
I am a VIB and haven't used any of my points yet (I have always shopped in-store until today) and online it says I have 0 points. Where are my points and how can I get them to show up so I can get my rewards??
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JosieLandaverde / NEWCOMER / replied
Hi Laura! I am having the same problem if you could please assist me as well. see post
How do I add the beauty insider card I got in store to my online account?
shanjing / NEWCOMER / replied
Please message me for link my beauty insider to my account.  see post
Refund status?
Hi I just wanted to ask on when can I expect to be refunded for this order: 3541193227? It was cancelled by sephora and the amount has not shown up in my account yet. Please advise on when can I expect it.
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Points not showing up?
I made 2 purchases at a JcPenney Sephora a few days ago and neither of the points showed up for them?
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Missing Item from Recent Purchase
Hi, I just receive my package, but I'm missing an item. Please message me asap, I was REALLY looking forward to that item!    Thanks
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi moogiefang, I can help you! I'll send you a message. :) -Laura see post
HI
 i recently made a purchase at sephora but i noticed i didn't receive points for one of the product. The product is also not on my purchase list but I do have a receipt with me. what should I do?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Anaisy, I can assist you with adding the points. I'll send you a message to help. :) -Laura 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
samples
Hello! i made 6 orders last week. I received it all but... no samples in any box... so sad because i'm in the united states for vacations i was really happy because finally i can buy in sephora and receive all my cosmetics almost inmediatly (i live in Venezuela, so i allways have to wait for some relative travel to bring me my products... i really wanted try all this samples while im here... to buy the products i like from the samples... whay can i do? (sorry my bad english... i speak spanish LOL)   Thanks.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi carolinabarrera,   I'm so sorry to hear that your recent orders were missing their samples! I'm going to send you a private message now so I can assist you with r... see post
How do I add my beauty insider card to this account?
Vane85 / NEWCOMER / replied
Hi Ladies, I am also having the same issue. I am not sure where to go so that I can add my beauty insider card to this account? I would appreciate the help. thanks, Va... see post
How long does it usually take to get the refund?
I know that the website  states up to 30 days but what about in reality?  Does it take a week or two? By mail     thanks
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bung,   If you return something through mail, once our warehouse receives your return, it usually takes anywhere from 3-4 weeks to process the return. After your ... see post
Missing samples…again.
I recently made an order online, and I am missing all three of my samples… again. This is the second order in a row that I have been missing the samples that I have looked forward to trying. I shop at Sephora because I like to try samples before purchasing full products. Can someone please message me concerning this? Thank you.
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BEAUTY WHIZ eescorpius / BEAUTY WHIZ BEAUTY WHIZ / replied
I got 4 of my orders yesterday and one of them was missing all 3 samples too :/ see post
Faulty Packaging: Clinique Clarifying Lotion
Good evening/morning,   I'm a little disappointed with my recent purchase during the sale. Delayed shipping is no problem for me, however, when you compound that with a leaking product, its another unfortunate issue.  The Clinique Clarifying Lotion in this particular size (16.5 oz.) was only offered online; when I received it today, I could tell by looking through the plastic bag that the product had leaked. There's no protective seal on the product which seems to be an error on Clinique's part. It also leaves me with less product than I paid for. Hopefully somebody can help me out with this issue.   Thanks..        
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EvangelineDamon,   I'm sorry to hear that the Clarifying Lotion leaked! I'll send you a private message to help you out with this. see post
Weird order status
I ordered a Benefit cosmetics roller lash and a Lancome BI-FACIL-Double-Ac together. But I think the Lancome went out of stock after I ordered it. So my order disappeared for a while. I just thought that it didn't go through so I ordered the Benefit Cosmetics roller lash again with some other item. Then today i got the benefit Cosmetics roller lash(alone) in mail and went back to check online and saw that this order showed up again. But apparently it shows that i only got the benefit roller lash. So i was charged shipping fee, which I'm not too happy about, and now I have an extra benefit roller lash. What should I do? 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sureyya,   I'm sorry to hear about the difficulties and confusion with this order. I'll take a look at this for you and send you a private message soon. see post
Item missing from order
When I received a recent order, an item was missing. Can someone contact me to resolve? Thanks for your help. 
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lipstick, I can help you! I'll send you a message to get your info. :) -Laura   see post
Out of stock when received email saying in stock
Hi, I just got an email a few hours ago saying that the Surratt Relevee Lash Curler is back in stock but when I go onto the website it is still out of stock. This also happened not too long ago for another product I signed up for email notification when it is back in stock again as well. I'm just wondering if the notification email was a glitch or did the product really sell out in just a few hours? Thanks.
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi msthang, Sometimes a return of the product will trigger the email to be sent, even though it's not back in stock. The only way to prevent this is to remove the emai... see post
Points Never Added
I recently made a purchase at a Sephora located inside JCPenny's.  The points from that purchase were never added to my account, even though I gave my card to the employee.  Any help would be wonderful, since it was a significant purchase.
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ScenicDream, I can add the points for you! I'll send you a message to get your info. :) -Laura   see post
Returns Via Mail
I recently purchased the trainbox from the sale section. I loved it when I first saw it but it isn't "user friendly" for me. (Not enough variety in the compartment sizes  ). Anyway, I usually return items at an actual store but this is a rather large item so I am considering mailing it back. I have two questions: 1. How long does it take them to credit your account when returning this way? 2. What is the protocol for receiving a refund if the package is lost? I did call the Rouge line but i prefer to get info from BTers who have actually had experience with this. Thanks!
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HALL OF FAMER NancieNano / HALL OF FAMER HALL OF FAMER / replied
Hi Kevin, Thanks for answering my question. I actually decided to make my return instore today. I want to say I am really happy with your Customer Service both instore a... see post
Clinique Promo
I tried to add the new Clinique promo to my basket. It said "Free" for VIB & Rouge on the promo, but when I tried to add it, it said I had to spend $35!!!!!!  Cant help but feel annoyed & tricked, was excited that I was going to get a great perk for being Rouge
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BEAUTY BOSS twilightnicky / BEAUTY BOSS BEAUTY BOSS / replied
I did have an order in my basket.......and it said Free, not with $25 or $35 purchase :( see post
Incorrect points
Hello, I recently made two orders online from Sephora but I see that the points add to my account are incorrect. The first order totals to $111 but only 90 points were added and same case for thr second order, the points were incorrect as well. Please help.  Thanks!  Kelly
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mickyinthemoon! I can help you with that! I am sending you a private message with more details.    Cheers!  Kevin  see post
Item missing from online order
Hi,   I just received my online order today but it's missing one item (MAKE UP FOR EVER HD Invisible Cover Foundation COLOR 115 Ivory). I've made many orders from sephora.com, this is the first time it comes with item missing. Could you please advise what should I do?   Thanks!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi fanfan27! I'm sorry to hear that! I am sending you a private message to help.    Cheers!  Kevin  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
Linking Accounts
Hi, I need help linking my beauty insider card with my online account please.  
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Leah94! I can help with that! I am sending you a private message with more details.    Cheers!  Kevin  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
What is the LATEST return policy for JCP Sephora?
Please refer to http://community.sephora.com/t5/Ask-The-Experts/Re turn-Policy/td-p/1975123   It appears that JCP Sephora has made some recent changes that affects many of us who don't live close to a freestanding Sephora and must return items purchased online and not sold at the JCP Sephora.   Would you mind weighing in with these most recent changes? Why is a phone call from JCP Sephora to Sephora needed if customer has copy of online order printout and packing slip? And why are customers being forced to do an exchange (even when there's nothing at the JCP Sephora that's wanted) or accept JCP store credit?
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HALL OF FAMER DiVWA / HALL OF FAMER HALL OF FAMER / replied
Thanks Kevin. I ended up mailing in my return...   No offense, but I think there should be standard policy and procedure, and not be subject to whims of the local stor... see post