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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
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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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi minimunch,    I can help link your Beauty Insider card to your online account! I'll send you a private message requesting more information. 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
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
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
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
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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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BlueBrownWit,   Thanks for the call-out! I will let the web team know about this error so it can be corrected. see post
Damaged items make me sad:-(
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi meleva,   I'm very sorry to see that! I'll send you a private message so I can assist you further with this. see post
Ontrac says they delivered my package and i didnt receive it.
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Srdeloscielos,   I'm sorry that you didn't receive your package! I took a look at your account and it looks like you may have been already assisted with this issu... see post
I can't find where to add my beauty insider card to my online account. HELP?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mel98,   I can help you out with this! I'll send you a private message requesting more information so I can link your accounts. 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
Refund status?
Hi I just wanted to ask on when can I expect to be refunded for this order? 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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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi VicieuxRose,   When orders are cancelled by Sephora the hold for the funds on your account should drop off within 3-10 business days, depending on your financial ... see post
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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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Scissors4hands,   I'm sending you a message now so that I can help add the points to your Beauty Bank! see post
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
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 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
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
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
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
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
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
Merge account
I've been a beauty insider for years but I have never logged onto the website. I don't think I use the email I originally registered with. Can I merge my existing account/card with this username?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @devondarling,   I'll be happy to assist you with this! I'll send you a message to obtain more info.   Always, Danee see post