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When I go online my points or my recent purchases won't update. How do I fix this?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gymnast1234,   I would be happy to look into this for you! I'm going to send you a private message now so I can assist you! see post
Someone used my points
Hi, I was just browsing the Sephora website looking for products and I noticed my points were gone. I logged into my account to see if i could look at the purchases and possibly recognize the products but they were not mine. I did not use those points and I did not buy those items. Could someone have taken my points? I was almost at 500. I had 452 and now all of a sudden I am at 100. Please help. How can I get this from not happening again?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Meghanmae,   I am going to send you a private message to assist you further with this.  see post
Beauty Insider Card wrong email
Hi, my beauty insider card when I signed up I gave the cashier my email and they got it wrong. So when I went back to Sephora I told them and they had said they fixed it. I've checked and my card is still with the wrong email and I'm not receiving my points. 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Alejandraxx,   I am sorry to hear that! I can help you link your accounts. I am going to send you a private message to assist you further.  see post
Couldn't get my point rewards
After I added all my rewards in the basket, I couldn't check out. it shows  Merchandise, excluding gift cards and eGift certificates, must be included in your order to qualify for Beauty Insider offers.Why is that? 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jessieqian,   I am sorry for the difficulty you are having checking out on our website. We are unable to ship Beauty Insider rewards separately. They must be incl... see post
Can I still redeem points for my purchase?
I bought the too faced Born this way foundation not too long ago and the sephora cashier didn't ask for my sephora card.  Can I still redeem points for my purchase?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi HGHunter,   Yes you can still earn the points! I'll send you a private message to assist with this. see post
Q. Makeup classes
Do you guys have some type of classes in stores that one can take to learn how to use makeup properly and which ones?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi TeresaMartinez,   We do offer beauty classes in many of our stores. You can find more information by typing in your zip code in the beauty classes section on our ... 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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kiannam / NEWCOMER / replied
Yea I have a sephora card that I use a lot but I don't know how to link to my online account !? see post
Point Recovery
I have a reciept from a purchase I made at Sephora where I did not recieve points. Can someone contact me to add those points to my account? It is a decent number and I would appreciate being able to use them.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kansasmakeup,   I can help you with this! I'll send you a PM shortly to get more information.   Cheers, Stephanie see post
Promo code not accepted when amount to pay shown in £
I have Marc Jacobs Coconut Primer in my basket and try to use promo code for a sample product. It Is not being accepted as the price is shown in £ and it says i didn't spent qualifying amount in $ which in fact I am about to spend. What am i doing wrong?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Currently, only residents  of the United States or Canada are eligible for the Beauty Insider program, including the birthday gift. Again, I apologize for any inconvenie... see post
Points unable to be added
I just made a purchase and my beauty insider card wasn't scanning off the app and they were unable to look my account up. I still want the points added to my account, is there anyway I can add the points with my receipt? 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gabybabyyy,   I can assist you with this! I am going to send you a private message to get a little more information from you.  see post
Cards for UK shipping ?
hello I have a question regarding shipping to the UK. Does my card have to be from the same country? For example like should I use a UK card to ship to there?    Thank you 
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AyeshaALf / NEWCOMER / replied
So if my card is based in Qatar it won't go through?  see post
Missed VIB Rouge Birthday Gift
I missed getting my birthday gift this year and was wondering if there is anyway to get it now.  Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Caitlynxann,   I can send you a private message to help you out with this! see post
How do I go about connecting my VIB card with my online account?
I had an older Beauty Insider card, but I was upgraded to VIB a couple months ago. Neither the original Beauty Insider card nor the VIB card are connected with my online account at the moment, and I wanted to fix this if I could.
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blanca123 / NEWCOMER / replied
Can i get some help wifh this? Same problem here see post
Did not receive samples :(
Hi..thanks for sending out the order quickly..but I did not receive my samples..none of them. can you please look into this?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi neehaw,   I'm sorry that you did not receive your samples! I will send you a private message to help you out with this. see post
Is there anyway I can do an exchange without a receipt for something I bought in September 2014?
I bought an eyebrow pencil in September 2014, never used it and have misplaced the receipt. Is there anyway I can exchange this without the receipt? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Shaelynn,   Yes, if you do not want a printed receipt, there is also an option for an e-receipt!   Always, Danee see post
Is anyone out there... Also missing out?
So this is my situation, I had been waiting for the re release of Kat Von D's everlasting lip colour in Lolita. As soon as I got the email from Sephora saying it had been restocked, I clicked on the link only to find it had sold out already.  So I waited patiently for the new shades to come out thinking, I'll buy a few at once. As soon as it came out, the shades I wanted (typically) had sold out. So I signed up to get notified as you do. And not long after they were restocked again, but low and behold SOLD OUT. So I live in the UK and I'm thinking is it the time difference? Am I recieving the emails too late in the day? It's quite frustrating because what I'm seeing is people buying huge batches of the most popular colours and then reselling them for extortionate prices.  Does anyone have any tips for me? And better yet, does anyone know when the next restocking will be? Maybe there should be a limit at to how many people can buy at once? 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mand616,   So sorry you're having trouble ordering Lolita! It's such a popular shade and it does sell out very fast. Stay tuned, it looks like it should be back i... see post
Cancelled Order!
I do not understand why! I have placed 3 orders after each other and each time they email me about 30 minutes after telling me they've cancelled my order for my safety! I don't understand why i have ordered from Sephora before using the same card details and billing/shipping adress and it still doesnt work! can somebody please help me! I really want to make an order and I can't!
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chayperkins / NEWCOMER / replied
thank you danee! look forward to your response!  see post
Smashbox #SephoraSnapsSweeps on Snapchat
Contour queens, are you ready to defend your throne? We want to see your skills in our latest Smashbox #ShapeMatters #SephoraSnapsSweeps. Starting Tuesday, July 21, at 9 a.m. PDT and ending Thursday, July 23, at 8:59 PDT, you can enter for a chance to win over $500 worth of must-have Smashbox products, including the highly coveted #ShapeMatters palette. Let the most defined, chiseled, and highlighted face win!   Here’s how to enter for a chance to win: 1) Download Snapchat here: http://seph.me/1rask2t and make sure you add us at SephoraSnaps. 2) Follow the instructions on our snaps between 7/21 at 9:00am PDT-7/23 at 8:59 am PDT  See official rules below>  
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Deede623 / FRESH FACE / replied
I wish everyone good luck   see post
Order wrongly returned, and now promo code is unavailable
I placed an order a few days ago and according to the tracking information, after it was shipped out, it was returned to sender. There was no reason provided as to why this happened.   I considered redoing my order online, but when entering in the same VIB promo code, I got this message: "Sorry, the promotion is no longer valid since you have already redeemed with a previous order."   That doesn't seem right to me. I'm already a bit upset that the order was sent back in the first place, which I understand may be a problem with Canada Post and not Sephora, but I haven't actually redeemed the code since my order was cancelled.   I don't want to miss out on the promo code. What options are available?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi akromahime,   I'm very sorry to hear about this - I'll send you a private message regarding this order! see post
Canadian Promo Codes
I wasn't sure whether to post this question here or in the "Canada Site Update Thread" but I was wondering when we could expect to see either the re-emergence of previous promo codes (now US only) or the synchronization moving forward between the two sites of promo codes? I've gone through the thread we have on BT but the majority of them no longer work for us. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi njattana,   I imagine that the majority of historical promo codes will not be available on Canadian site as the Canadian warehouse would have to receive shipments... see post
Return shipping charges for items in orders over $50
Hi, I was wondering, if I return 1 item from the original order which was over $50 (free shipping; multiple items), will I be charged any shipping fees? I know the handling and return shipping is free (if you use a label), but can someone elaborate on returning items which originally had a free shipping..
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi liane0507,   You can use the prepaid shipping label to return part or all of your order to us - and returning part of an order that was over $50 will not incur an... see post
Can I transfer money from one eGift Card to another?
I have received many Sephora eGift Cards through time and I am wondering if I am able to transfer them all onto one?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi edgeofericca,   If you have e-gift cards you can only apply two to an order - but you are welcome to call us at  1-877-SEPHORA (1-877-737-4672) for assistance wit... see post
Redeem points from receipt
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @kellydo,   Yes! I'll send you a private message to assist you further :)   Always, Danee see post
Mega Points
I was at the store and they suggested I take part in Mega Points since I have over 3,000 points? I have no information on this program but would like to find out about it.
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BEAUTY BOSS krtty1125 / BEAUTY BOSS BEAUTY BOSS / replied
Thank you ladies!!!!  I know what it is now.  I just hope next time I'll be one of the customers who can redeem the points.  :) see post
THE BEAUTY BOARD #HAIRANDNOWSWEEPS
For a chance to win a $300 Sephora Gift Card and $200 hair bundle.   ENTER THE BEAUTY BOARD #HAIRANDNOWSWEEPS, AND YOU COULD WIN A GIFT CARD AND HAIR BUNDLE.   From Tuesday 6/23 through Monday 7/13, upload your best hair look to Sephora's Beauty Board for the chance to win a $300 Sephora Gift Card and $200 hair bundle!*   *No purchase or payment necessary to enter sweepstakes. Odds of winning depend on number of entries received. Open to U.S. residents (including Puerto Rico). Must be 18 or older and have a Sephora.com login and nickname to enter. Enter by July 13, 2015 at 11:59 P.M. PT. One entry per person per day. Sponsored by Sephora USA, Inc. Potential winners will be selected from all eligible entries received during the Sweepstakes Period in a random drawing conducted by Sponsor on July 13, 2015 and will notified by email.   See official rules below:
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BEAUTY MAVEN Vitacosmopolita / BEAUTY MAVEN BEAUTY MAVEN / replied
#HAIRANDNOWSWEEPS see post
Returning policy question
I purchased a brush at a Sephora store in Las Vegas this year (I don't remember exactly when). I only used it twice, and I really, really, really hated it. I want to return it, but I obviously don't have the receipt. Can I still return it? And also, do I have to return it at the store I purchased it?y
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jenz1!   I'm so sorry to hear the brush you purchased isn't working out for you! You do not have to return it at the same store you purchased the item at - you c... see post
MUFE Item Restock Question
Hi! I was wondering if a Mod could please tell me if/when a few Make Up For Ever items will be back in stock? I am interested in the “Multicolored White 3” Glitter-item number 920611, the “White Violet 4” Glitter-item number 1009117, and the Diamond Powder “White Mauve 3”-item number 810143. If you could please let me know when these are expected back in stock I would really appreciate it. Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
You're welcome, @VioletLavender! I'm not showing that this item will be discontinued either (woohoo!) so, please continue to look out for the email :) Thanks again for y... see post
Need to redeem points from receipt Please!
Hi, I bought something from Sephora but I wasn't asked if I was a beauty insider at the time so I completely forgot to show my card for the points. Is there anyway I can get my points? I asked in store but was told I had to do it online but not sure how. Also the product that I bought was supposed to be a double point item due to it being a skincare product for the month of January.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lizn3,   I can help you out with this! I'll send you a private message requesting more information. see post
Didn't receive my VIB Rouge Welcome Kit
I just became a VIB Rouge member and I didn't receive my Welcome Kit. I was really looking forward to it, why didn't I receive it??
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @LexiMP,   I'm sorry you have not yet received your VIB Rouge Welcome Kit! You can redeem your Welcome Kit on your next store visit - no purchase is necessary. If... see post
reset password
I was sent a link to reset my password but it had expired in 5 hours before I even opened up the email and now I can't access my account or reset my password. The only way I'm typing this message now is because I never signed off 
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SPECIAL GUEST Zilly2 / SPECIAL GUEST SPECIAL GUEST / replied
Thank you so much. You guys are really helpful at sephora!!! see post