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returning sponges/brushes that have been used
is it possible to return sponges that i have just bought and used or tried out with my foundation? i tried it using it with foundation and the sponge absorbs too much make up so i want to return it but theres like foundation on the sponge so i'm curious if its possible to get a refund for that item only.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bigmeech,   It is possible for you return makeup sponges and makeup brushes that have been previously used to our store. Make sure to bring the receipt with you i... see post
I would like to link my VIB card with my online account
- my points aren't showing up and neither are my past purchases.
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi marissa, I can link your accounts for you! I'll send you a message for more info. :) -Laura   see post
Algenist promo shipping out with incorrect items
I was very excited to place an order with the RougeSkin promo since I was excited to try the Concentrated Reconstructing serum and also because it has been awhile since there has been a promo exclusively for Rouge.  So I was very disappointed when the promo shipped with Algenist items, but not the ones shown in the email or on the site.  Normally I'd be inclined to let it go but lately in the past couple months I have had more issues than normal - missing samples, broken nail polish, etc.  I love Sephora and generally have a good experience in store but the online experience is starting to bum me out.
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BEAUTY WHIZ kelloua / BEAUTY WHIZ BEAUTY WHIZ / replied
Thanks for the quick response.  Cleanser and anti-aging creams were correct but the serum is wrong - I got the retinol firming & lifting serum.  Kind of confusing becaus... see post
i am angry if what i think is correct
  hi . on the 26  of this month i bought make up and i thought that every thing was going smoothly so i am waiting for  my thing to arive but when i went to my order it didnt show the date of arivel or track no. so i dont know but i think my order is hold or something but I RECEVED A MASSAGE FROM MY BANK SAYING THEY CUT CERTIN AMOUNT OF MONeY FROM MY VISA CARD AND THAT I BOUGHT FROM SEPHORA ONLINE but no when i cheaked my order  only this show Status: Unsuccessful Authorization Shipping Method: Standard 3 Day Order Date: February 26, 2015 and my adress on the left so what is happening   please i want answer ):      
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mariamfouad89,   You can view the message by clicking on your avatar and then the envelope! see post
received 10% off code
hello, i just received a 10% off code from sephora, is that a one time code or i could use it several times within 30 days( it says valid for 30 days)?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emma, The 10% code is for one time use only. Enjoy! :) -Laura see post
I would like a color match for the Cover FX Oil Free Foundation. My color IQ is 1Y08. Thanks!
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi debadding,   I would recommend  N35 - for medium light skin with neutral undertones in the Cover FX  Natural Finish Oil Free Foundation. If you get a chance, ... see post
Does not show points
hello, recently I purchased a YSL LUCK ROSE SET with my beauty card number (since forget bringing the card) in store. But the points are still not shown on my account yet. I can provide your further information about it, thanks.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bearanni,   In reviewing your account history, I was able to verify that you received 75 Beauty Insider points for the YSL Luck Rose Set you purchased. The item m... see post
HELP
i receive my order today, order 4 items , and have received 3? from uk i dont want to call to us? and cant find how i can sort this out?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dianabi,   I am sorry that one of the items was missing from your recent order. I am going to send you a private message to assist you further with this. see post
Didn't receive my points
I bought something at the Sephora inside JC Penny & the lady asked me for my email for my beauty insider but the points haven't shown up? What can I do about it?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NicooleL,   I am sorry that you did not receive the Beauty Insider points for your recent order. I can definitely make sure they are added to your account. I am g... see post
Q. Merging Accounts
Hi, I have a Sephora account online but do not have a card for it and would like to merge this account with another which does have a card, is there a way of doing this?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Monique, I can link your accounts for you! I'll send you a message to get your info. :) -Laura see post
Merging Beauty Insider card with online account
I signed up for Beauty Insider in store a long time ago, but just now made an account online. Is there a way to link the two?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jadorebeth, Yes, I can link your accounts for you! I'll send you a message to get your info. :) -laura   see post
Didn't receive beauty insider points
I bought three products today and realized the cashier didn't use my beauty insider card and so I didn't get any points for it.   I still have my receipt so is there any way I can still get the points?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FarhaH, I can add the points for you! I'll send you a message to get your info. :) -Laura   see post
Beauty Insider Addition
Hello I made a purchase today in the store, but forgot to give my beauty insider information. I would like to have the stuff I bought today on my history! How can I add? Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SnickerC,   I'm sorry about that! I'm going to send you a private message so I can assist you with this. Thanks! see post
Item damaged during shipping and the reorder is cancelled order without any reason
I am a Rouge which means I already spend thousands of dollars with Sephora. Recently I am trying to purchase a 5 oz PRT cucumber mask and the item I received was damaged. So I returned the item via mail and try to reorder. Here come to the question: Sephora cancelled my order twice.  Fist time I thought maybe they just made an error and I simply reorder the mask and it got cancelled again. The email said they can not confirm my payment information so for my own security they cancelled my order. I triple checked my information and make sure all the information is correct. Then I call the Sephora CS and get the answer: the reason you can not place any order online is because you violated multiple counts of Sephora insider Terms of use. When I ask what are those terms are, they could not tell any one of them. They just give the address of the Beauty insider page and tell me read the Terms myself and go the local store to make a purchase there.  Now I want to ask Sephora: is this the way you tread your royal customers? Cancel their order without a reason? If so, I wonder who wants to shop with you anymore. 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Qiaoai,   I am going to look into this for you. I will send you a private message as soon as I have more information. see post
Shower Oil Leaked Out and Samples Missing
Hi, I just received my package and one of the items I purchased, L'Occitane's Almond Oil shower oil completely leaked out. I don't know what happened, this is not the first time I've ordered this product and every time it arrived in perfect condition. Now, my 250ml bottle has maybe 10 ml left in it, the entire box is covered in shower oil. As if that's not enough, the samples I was supposed to get, along with Caudali's deluxe samples did not arrive. I'm a loyal customer and this is the first time I'm having problems with the items I've received, so I'd appreciate if you could help me.  If needed, I can provide the photos of the box.  
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi OskoleMoj,   I am so sorry to hear that your oil leaked out of the container and that your order was missing its samples! I'm going to send you a private message ... see post
Very strange review on the PTR Irish Moor Mud Mask
I don't know where to even start but basically sunnyerin has an issue with this charcoal mud mask because the color of it makes her feel... racist? Is there a way to remove that review? It's ridiculous. http://www.sephora.com/irish-moor-mud-purifying-bl ack-mask-P392608?keyword=PETER%20THOMAS%20ROTH%20I ...
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi starrymom,   Thank you for bringing this to our attention. We will review this and handle accordingly.    Thanks! see post
Unsuccessful Authourisation
Hi, I have ordered just now and you guys have sent me a confirmation email. However, it was showed on the order status as Unsuccessful authorization.. Did you charge me on the credit card? Will you still ship my products? Why is it an Unsuccessful authorization? this is my first time on sephora... just tell me whats going on please.. Thank you.
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hannah827,   I'll send you a message now to look into this and to discuss this further. see post
Sephora points and card
I purchased a pretty big item today, and my points never showed up... The girl at the counter said I had about 400 points, but they were not on the receipt. I decided to save my points instead of redeeming in store. I also have Not received a card, or any emails to keep me up to date.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dragonflywings,   I am sorry that your Beauty Insider points were not added to your account for your recent purchase. I am going to send you a private message to ... see post
Missing birthday treat in my online order!
When I made my recent online order, I did it with major excitement over being able to add in this year's birthday treat. I've heard so many wonderful things. My order arrived in the mail today and the birthday item was listed on the packing list...but absolutely nowhere in the box. Help! I don't want to miss out on my annual gift because my order says it should have been there, but it's not.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi skcarl2,   I am sorry that your Beauty Insider Birthday Gift was missing from your recent shipment. I am going to send you a private message to assist you further... see post
I made a purchase today and the purchases and points are not showing on my account?
Will I need to return the purchases and re-purchase online?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mandimuncy,   I am sorry that the Beauty Insider points for your recent purchase are not reflected on your account. I can add the points for you now. I am going t... see post
HELP! orders returned to sender!
Help! I have two packages that were returned to sender. Can you ship them again? I have flash shipping on my account.      
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Knmoss02,   Oh no! Once an order has been returned to sender/back to us we do not have the ability to make any changes to it.  I will send you a message to discus... see post
Lost VIB Card - Wasn't Linked to Online Account
I was wondering if there's any way to link my lost VIB card to my online account? I signed up for my VIB card a very long time ago in stores (I had a VIB sticker on my original Sephora card....it was pretty old) and when I created my online account I never linked my VIB card to my online account. I had over 500 points on my VIB card and I'm really upset, I don't quite remember what e-mail address I used when I did my VIB card, is there anything I can do to get those points back?
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ChiTownGirl224 / NEWCOMER / replied
I was wondering if there's any way to link my lost VIB card to my online account? I signed up for my VIB card a very long time ago in stores (I had a VIB sticker on my o... see post
Return Policy
Hi!   I bought the Smash Box Try It Kit a few months ago, and used it maybe twice maximum, before realizing it wasn't the right shade for me. I still have the receipt and everything, I was just wondering if it was still possible to return it? The only reason I haven't done so yet is because I don't have a Sephora anywhere near me.    Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beeniebabyxx,   Returns and exchanges of in-store items are ultimately up to the discretion of the store. I would suggest calling the store you plan on visiting f... see post
Mascara
Hi, I want to try out this new mascara but I'm not sure if I'm going to end up liking it. However, my local Sephora doesn't carry the brand of mascara that I am looking into so i'll have to buy it online. If I end up not liking the mascara do I have to send it back via mail or can I still take it back to my local Sephora store?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rosesarred1,   You can send it back via mail or return it to your local Sephora store! Either option works.   If you want to return the item to the store we s... see post
I want to receive postal mail
i want to receive postal mail but for some reason it says im in canada and it won't let me change it to the U.S
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nayaa,   When you log into your profile you can click on the US flag in the bottom left of the screen - thus changing the site from Canada to the US. When you the... see post
my purchase history is not correct. . help
So about a week ago I bought a st tropez mitt and the sephora nail polish remover and I checked today in my history and the mitt is there but not the polish remover. . What should I do?   
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tatianam18, I am sending you a private message to help.    Cheers!  Kevin  see post
RSVP for Bumble Bumble...
I sent my RSVP right when I received the email about the Bumble and Bumble event. Radio silence. No confirmation or denial. I sent another email today to check on my status and I get an automatic email that it was full. How do I even know if the original RSVP went through? Ugh so disappointed. 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gamingangel,     I am sorry that you did not receive a confirmation email confirming that your RSVP was received. I am going to look into this for you. I will be ... see post
Beauty Insider Points
Hi - please let me know how I can include my latest purchase to my BeautyInsider account for points. Thank you.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CelatSephora - I can help you with that! I am sending you a private message with more details.   Cheer!  Kevin  see post
How to add purchases already made to my account.
I have recently purchase something but was not able to it to my beauty insider account. How can I add it? I have my receipt 
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nrose20085, I can help you with that! I am sending a private message with more details.    Cheers!  Kevin  see post
I have my receipt for a recent in store purchase and was wondering how to get my points for it?
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bittims, I can help you! I'll send you a message to get your info. :) -Laura   see post