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Customer Support
I was placing some orders of $5 from the sale section, but I noticed the order of $5 got cancelled. Why? Can a MOD help explain to me what is the minimum I need to purchase to qualify for free shipping? I am already a ROUGE member. I used to think there was not a minimum order, but after my $5 order got cancelled, I am confused!
BeautyTalk Support
I would like to link my VIB card to this account. How can I do that? 
Customer Support
Hi, it seems like there is an error with this listing. It won't ship to canada, even though it's on the canadian website. Can you help? Thanks!   http://www.sephora.com/experience-bareskin-r-3-pie ce-introductory-collection-P396801?skuId=1688159&c ...      
Customer Support
So I bought an eyeshadow palette and a single eyeshadow a while back ago, probably more than a year, I completely forgot I have them until in recent. They are very new still but I just don't have the receipt anymore. If I went into store and return my items, will I still get my money back or store credit?
Customer Support
I ordered the Caudalie 100 point perk but its not in the box I just received.. Help?    
Customer Support
I received products on April 30th. And naked flushed(streak) was not in the package. So I called customer service and they said they send it again. 18days past from that day, still I don't receive it. I am so disappointed, I paid $35 for nothing. I will never purchase online if this will happen again.
Customer Support
I'm just curious here, but is one of the perks of being Rouge that you get to return an online order without losing your points? I recently purchased online with my friend who is Rouge, using her account, but my credit card. I needed to return one of the items, and went in without her, but with the receipt & packing slip. No one asked for the card. My friend even mentioned that no one ever asks for her Rouge card when she returns her items from online purchases. And she didn't lose any points from my return. However, whenever I have returned things, I've always been asked for my card, and I've always lost the points for the items I've returned. So is this a perk of being a Rouge?   Also, side note/rant: Today I returned a travel item I had bought to qualify for free shipping on an online order recently. The SA gave me such a hard time about it. She wanted me to do an exchange instead of a return. I'm sorry, but why is your free shipping at $75? People are going to throw in items in the $5-10 range to get that free shipping. And then they will return them. If you had a more reasonable amount (like $50-$60) to qualify for free shipping you would see less of these types of returns. And it's not coming out of your personal pay cheque, so why are you being difficult in processing a standard return? *rant over*   Anyway, just curious if Rouge members on here have similar experiences to my friend, where they don't get asked for their card, and they don't lose points, for online returns. And if this is a known and stated perk, or something that SAs just do for them.
Customer Support
I just got the 500-point Marc Jacobs: Blacquer and More reward in the mail and the black pencil doesn't work at all. I think it's just completely dried out or something. The other products in there are great, but is there a way to have that eyeliner replaced?
Customer Support
 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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BeautyTalk Support
I'm wondering when the 2015 Sephora Sun Safety Kit will be released??
Customer Support
I just received my Sephora order and didn't receive the Josie Maran Pure Argan Milk sample that was supposed to come with it.
Customer Support
I returned an item at a sephora inside JCpenny and I received a JCpenny store credit, can I use the card online or in a regular Sephora store in the mall?
Customer Support
I was so excited to get the new 500 Point Perk in the mail. I picked it up because I wanted to try the liner that it came with. As I go to test it out, turns out it is completely dried out! Has this happened to anyone else? The rest of it was okay but i was disappointed that the one item I was to try was useless. 
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Customer Support
If you love a glossy finish, look no further.  Marc Jacobs handpicked five Enamored Hi-Shine Lip Lacquer and five Hi-Shine Nail Lacquer shades into color-coordinated pairs. Enter for a chance to win all five sets, along with an additional prize package of Marc Jacobs Beauty’s bestselling products: O!Mega Lash, Style Eyecon No. 7 Plush Shadow - The Enigma, and a trio of Highliner shades. On May 20, one lucky Twitter follower will win this next-level bundle. To enter for a chance to win, make sure you follow @Sephora on Twitter. Between May 19 at 12pm PST and May 20 at 12pm PST, tweet the following sentence and fill in the blank: “Hey @Sephora, I’m enamored with ________ #SephoraSweeps.” Don’t forget to include #SephoraSweeps in your tweet!   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 correct entries. Watch your Twitter feed on May 19–20 to enter for a chance to win. See official rules below>
Customer Support
I just got my sephora order, and it didn't have any of the samples (or my promo item) in the box   I had used the beloved code to get the spicy perfume sampler, as well as selecting the dior mascara sample & a couple other perfumes.   Did anyone else have this happen? I know sometimes samples go missing, but I thought the sampler set would be different.
Customer Support
Hello, in my recent order I placed I used mufeskin code for mattifying primer, but instead got nourishing which I cannot use. 
Customer Support
Urban Decay Vault was packaged horribly during shipping and the six palettes were not in their spots.  I pushed the lid up, which was now an arcing lid instead of a flat lid, and was a hot mess of powder.  The box it was shipped in did not even fit the UD Vault, since Sephora placed the UD Vault in the box on a diagonal angle.  The top and the bottom of the UD Vault were touching the sides of the box.  The box itself was torn open during shipping to the point that UPS even had to tape the one side since it had a huge rip in it.  I thought Sephoras return policy was good until I received my Urban Decay Vault, which I paid out of pocket and was not a reward I won.  The items arrived in a box of powder everywhere.  I immediately called Sephora and the lady told me to ship it back and I'll get a replacement.  I told her how it was sold out and the reviews showed that it had not been in the Sephora online for about 6 mths.  I don't want to ship it back, because the  CS lady stated that I would have to repurchase all the items individually, which would cost over $100 more than a vault.  Why would I want to return an item when you get a huge discount for the UD Vault over each item purchased individually.     CS told me to hold onto it then for 6 mths till Sephora might get it back in.  I don't have one item from Urban Decay and the Extraordinary Rewards got me into palettes, so I wanted the UD Vault, which contained all 3 palettes plus 3 that appeared to work well.  So now I have a box of powder which cost me $280 and I can just try out bits and pieces of each palette that wasn't destroyed in the delivery.  Then when they get it back in, then I can just replace it to save the $100.  The palettes which were damaged due to poor packaging and shipping were the Naked 2 and 3 Palettes along with the Flushed Naked and Streak.  I know, I'm being stubborn by wanting to have a cute box and display.   The lid of the box is arcing, yet lays flat when an item is placed on top of it and is not noticeable when I have the lid opened the full way.     Anyone else come by this type of experience?  What should I do in this situation?  The CS lady was NOT HELPFUL AT ALL!!!  I am saving money here buying the vault over the individual items and the lady just wants to give me my money back when I ship it in.  I spent over $6,000 last year and for them to not just ship out and replace the broken items to me is beyond me!!  CS stated that they can only replace the item that I purchased, yet I purchased something that instantly became sold out and Sephora hasn't had it in for over 6 mths.. What do I do?!  Why can't Sephora just send me the items that were broken(Naked 2&3, Flushed Naked and Streak)?!   Help,    Fern   Update : Sephora doesn't care to help other then want me return the bundle to spend $100+ more through them to get the individual items.  Sephora has nothing to lose and I am getting the run around to help their Distribution Center.. likely story to ignore customers huh?!  I thought the customer was always right?!  I have been nothing but nice, kind, and understanding of this whole thing till now!  Take ******* responsibility!  Your Distribution Center ****** up, so help the customer that they messed up for!  I bought a money saving bundle and they're ******* me over when they shipped it poorly and I'm the one that is getting the brunt of their mistake.  I'm brand new to the world of cosmetics and I will be taking my business elsewhere.  Spent $6k last year with just facial care/clarisonic/face masks and a starter brush set/beauty blender/starter set of make-up.  This was the first ******* item that was damaged and I'm asking you to take responsibility for your **** up and you won't... so I will be going to other companies to test/experiment/and enjoy make-up.  This has been so friggin frustrating and been given nothing but the run-around..    Thanks for ****** CS from every angle (CS phone line, Rouge phone line, and through BT Mods)!
Customer Support
I purchased around $90 worth of products on May 16, 2015. At checkout, the employee working at the register told me I had reached VIB status for 2016 and told me to check my email for the special offers. However, when I checked my insider account, the purchase and the points are missing and that I have not yet reached VIB status.    Please help. 
Customer Support
Hi! What does "Unsuccessful Authorization" mean in shipping status? The item's cost has been held from my account already.
Customer Support
There is an option called choose a board when posting a new question. But when I click on it I get no options, can't type anything in, or choose from the boards listed to the left of the page. So how do you use the "choose a board" option?
Customer Support
Most recent order has the status unsuccessful authorization but the charge went through just fine (checked with cc company) so why does the order have that status? There should be no issue...
Customer Support
I made a purchase in a Sephora inside JCPenney around 2 weeks ago; however, it shows online that I still have 0 points. Is there a way to link the card to the online account? Thanks
Customer Support
Hi! I placed an order online last week on sephora.com and when I went to check the shipments status today, it appears to be getting sent back to Sephora.  Is there anyone who could help me out and explain what I need to do to get that shipment without having to reorder and pay for it again? Please help!!!
Customer Support
I recently redeemed the "PROTECT" promo code for the Shiseido sunscreen which arrived today, but the ingredient label on the item differs than that on the website, which isn't a big deal though now I'm slightly unsure which of the sunscreens this is... Also, is there a way to know the expiration on this? I know this is an older promo code and since sunscreens have a strict shelf life I just wasn't sure how old it was?
Customer Support
I just used my vib cards in store and I want to link it to my online account. Plus, I have two Vib cards.. please help!
Customer Support
Hi! I got a gift from my friend this weekend. The product is one that I've used many times before but ran out of a few months back. My skin has gotten somewhat sensitive and dry since the last time I used it. I've used it once since getting it and the strip literally ripped off skin off my nose. It's never done that before but clearly my skin has changed since the last time I used it and it's not working for me anymore. I called her up and she said she no longer has the receipt, which isn't her fault since I gave her a list of products that I was sure I wanted and had used before and I was planning on keeping it. Is there any way I could exchange it for something else? I don't want to hoard it waiting for my skin to magically get better and unsensitive. Thanks!
Customer Support
I made my first purchase online today and I was just scrolling through my order history to make sure that my order was accounted for. However, under my history it said that I had purchased a product that I had never even heard about before for $36, and that I had bought it in a store in a city that I have never even been to (I live in Washington DC, and the product was bought at a Sephora in Akron, Ohio)? What is going on? I have only used my credit card once (for this purchase) and that mysterious purchase could not have charged my credit card, or could it have?   Please help me because I am very anxious about this. I never lent out my account to anyone. I know nobody in Akron, Ohio, either. I don't know why this product shows up on my account and it's kind of freaking me out. Is this just some sort of mistake?   Can an employee help? or anybody?