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Q. Point Perks
Hi, Anyone else find that the higher point items are alllways sold out as soon as they hit the site? Do you guys think theres even a point in collecting my points if I can never get the higher point items? I've recently started collecting my points but always seem like on Tuesdays and Thursday that as soon as a new point perk hits the site, its immediately sold out...kinda makes me feel like its pointless spending money when I can never get the point perks
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @Valerir,   Sorry about that! They are available in smaller qualities and tend to sell out quickly. I will forward your feedback though.   Best, Mali   ... see post
Q. Brands Search
I'm not sure who this really goes to but PLEASE BRING BACK THE OPTION TO SEARCH BRANDS BY A THROUGH Z!! That way actually helped me to discover more brands than by these new options without it. Thank you.
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BEAUTY CONNOISSEUR Tramalala / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / answered
A. Is there any update on when the site will be fixed?  The new site is not shoppable. see post
Q. combining beauty insider cards??
how can i combine my beauty insider points. I have three seperate cards and want to just put them all on one caard...?
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IrisLynn24 / RISING STAR / answered
A. I need help combining my cards as well see post
Q. Points not applied after months.
Hi I noticed that my points have not been updated since January 10. I've made purchases over $100 and I'm just realizing my points aren't being added.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi SkynDeep,   I'm so sorry to hear about this! I'm sending you a PM to assist you with this.   Always, Danee see post
Q. Gift cards
I have two Canadian gift cards that I would like to use toward an online purchase. Can I use both gift cards for one order?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @lauralalc,    Yes, you can use up to two gift cards for your online purchase! If you'd like to use more than two or are having difficulty applying both to your o... see post
Q. BIRTHDAY GIFT HELP
Hello,   My birthday month has recently passed but I wasn't able to redeem my free gift in time, and now checkout won't let me. Is there anyway I can get it now or do I have to wait a whole year?   Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Tartelett3, I will send you a message to help. see post
Q. How do I change my Birthday on my account?
Hi! How do I change my birthday on my account? I had put in a random one when I created my account but I would like to change it to my real birthday. I was able to change the year but somehow I cant find a way to change the current date (January 1st) to my actual birth date (April 29th). Any help is appreciated, thanks!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi sephoraddict123,   I've updated your birthday to April 29th for you :)   Always, Danee see post
Q. do you need a receipt for returning sephora.com order through the mail?
i will be returning a sephora.com order through the mail, but dont have the receipt that came with the package. is this a problem? if so, how can i get a copy of my receipt to include in the package?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi amstpiere,   It's no problem! :) You can re-print your invoice by logging into your account. Under ‘My Account’ > ‘Orders’ select the appropriate order number and... see post
Q. can i return a product bought from a regular sephora to a sephora jcp even if the sephora jcp doesnt carry that brand?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi amstpiere,   Yes, you can return the item to a Sephora inside JCPenney location even if they don't carry that brand! However, I do recommend contacting the SiJCP ... see post
Q. Returns?
I wanted to return a couple items from an order I made online. Not sure whether to mail them or go to a free standing Sephora, though it's extremely far. The card I used to place it has been canceled and replaced, so how do I go about getting a refund?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi captaainleese,   I'm sending you a private message with more information!   Always, Danee see post
Q. Someone is using my Beauty Insider card? I see purchases that i didn't make!
I recently logged into my sephora account and see a lot of purchases on my Beauty Insider card that I didn't make, in places I didn't go! I'm confused and don't want people using my points that I've cumulated! Can you help?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @Katiemcdade12!   I'll send you a private message shortly to help you out with this. :) see post
Q. Unsuccessful Authorization
Hi, I thought everything was fine with my order and didn't get any messages to the contrary but checked the Sephora website today, only to see that my order has had an unsuccessful authorization.   Can you please tell me why this may have been unsuccessful as I already receive a paypal notification of the purchase   Luisa
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @LuisaFG,   I'm sorry to hear this! I'll look into this and send you a PM soon. (:  see post
Q. How to transfer points
I have an old card with an old email and I want to transfer points to my new card.  How can I do that? If I can do it with a link, thatd be amazing.  I'm at a meeting right now and I cant call. Thanks in advance!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi presleyjohnson,   I would be happy to help with this! I'm going to send you a PM now so I can assist you. Thanks! see post
Q. How do I compliment a terrific employee?
Joanna who works at the Sephora on 76th and Broadway is terrific. I wanted you to know that.   thank you, Katell (a satisfied customer)  
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Bex1214 / FRESH FACE / answered
A.   I realize that this may not be the right place for this but I just felt compelled to put my two cents in.  The first Sephora within 150 plus just opened at JCPen... see post
Q. Sephora Play Box
I know birchbox allows you to "gift a subscription". Is that possible with the play box? Is there any other box around the same price point that is worth a present?
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HALL OF FAMER Insomniacmuffin / HALL OF FAMER HALL OF FAMER / answered
A. Hi @lilly058 that is a super interesting question! Were you able to find an answer? If so, can you share? see post
Q. Beauty Insider card and my email adress
Hi! I registered for the beauty insider program at sephora, got a card, then I registered online to create my own account. I guess that's what I was suppose to do. But it seems like my card number is not connected with an e-mail adress. Should I put my card number somehere in the profile?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. I am closing this thread. If you have a similar issue, please create a new thread under the Customer Service board or you can send me or any of the other mods a PM. Than... see post
Q. sephora card please help
hi! can someone please help me went to buy at sephora's store and they gave me a black beauty pass then i tried to make an account but it seems that the number from card is different from the one i've sgned in.. can someone help me sync my card to my online account? thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi istal23,   I can assist you with this :) I'm sending you a PM now!   Always, Danee see post
Q. VIB Rouge Welcome kit
I haven't received VIB Welcome kit yet, How can I get it with online purchase?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Hyejeong,   I see that you are located in Canada and regretfully, the VIB Rouge Welcome Kit on our Canadian website is currently out of stock. I'm sorry about tha... see post
Q. how do i get my bday gift online?
I have a question ,how do I get my bday gift online it keeps acting weird.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @zooooooo!   You can redeem your birthday gift during checkout of an online order on the samples selection page. this can be done two weeks prior to or after your... see post
Q. Really Disappointed
Ok, so I'm not the person who rants online but Sephora gave me such a hard time I just had to. Over a WEEK ago, I ordered some Tom Ford Beard  Oil as a gift for someone. Mind you, it was IN STOCK when I bought it along with some free samples. However, the very next day it was showing me that it was out of stock. So I thought ok, maybe I can wait an extra day However, after it was in stock, something happened to my shipping. Mind you, I ordered last Monday and now it's Tuesday, still with no signs of my item arriving yet. It told me on Monday that my item has been rescheduled for the NEXT business today. As I checked online today, it still isn't showing any signs of it delivering yet. It arrived in my area yesterday and still isn't on a truck or ready for delivery. I am so frustrated as this was my first time buying ANYTHING for Sephora through a friend recommendation. But after this first impression, I can't see myself buying anything anytime soon from you guys unless something is resolved. I am very disappointed as my item is almost 8 DAYS late. I hope Sephora can make up for this as I am immensely disappointed.  P.S.( This was a Canadian order and they told me the day after that it would be delayed 1-3 days however, it's almost been 8!)
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @Gill98,   I'm so sorry to hear this! I'm going to look into this and send you a PM soon.  see post
Q. Rouge 3 day shipping
Hello,   I was wondering if anybody was having a delayed shipping issue.  I placed an order on Monday afternoon and have not yet received a shipping notification.  It is currently Wednesday evening.  I had look at my order history since 2015 and have always had the shipping label (email notification) created/sent the same day or the day after at the latest.  I live in Canada and have always been impressed at how fast the orders arrive to my doorstep from the Mississauga facility (48 hours sometimes!).
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SIGHTSEER UrbanMistouflet / SIGHTSEER SIGHTSEER / answered
A. Update: I received my package this afternoon :) Thanks Sephora for sorting this out quickly! see post
Q. Cant use Store Credit Online
Why cant store credit be used online ? I dont understand, the money goes to Sephora regardless, and there are so many items that are online only. I know i cant be the only one that hates this, it makes me sooo mad becuase i hate going to store when i can place orders online from home. but then if i ever return something without a receipt i get stuck with store credit that just sits in my wallet forever. is sephora ever gonna change this ??
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BEAUTY BUFF toofacedguru / BEAUTY BUFF BEAUTY BUFF / answered
A. This is honestly so frustrating! I was ready to order something online and I can't use the card! It would be easier to have returned it to a Sephora inside JCP because t... see post
Q. Adding points after a purchase?
This week I went to Sephora. I didn't have my Sephora card and I told the lady this. She told me that I could add the points later, but I have no idea how.   Does anyone know if this true, and if so, how?   Thanks!
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Danotte / FRESH FACE / answered
A. I was told I had to call the number.  What's messed up is that the cashier asked me if I wanted to join after she rang me up.  I'm thinking she should've offered to sign... see post
Q. VIB Rouge Welcome Kit
I reached VIB Rouge in December however the welcome kits were out of stock online. Now every time I go to my cart I still dont have the option to add a welcome kit even though I havent received one yet. Any suggestions?   Thanks!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @Mands8,   I will send you a private message to help you with this. Please check your messages shortly. Thank you.   Best Wishes,   Janean see post
Q. Sephora points
I bought face wash and a mascara at my local Sephora. I do not have the points I should've received. When I was there, the cashier said that I have 611 points, but looking at my account, it is not there. When I go to the purchases tab on my account, it doesn't even say I bought it! Maybe she put it under the wrong account? I'm not sure if anything can be done, but I would like my points.    Thank you! Emily
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi EmilyHalloran1,   I can assist you with this :) I'm sending you a PM now.   Always, Danee see post
Q. I didn't receive my 3 free samples from sephora when I made my purchase. How can I get them?
Free samples weren't received
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LaLaW9 / RISING STAR / answered
A. I am a Rouge member and never got my samples. Suggestions? see post
Q. Can I get my birthday gift in advance?
My birthday is in July but I already know that I will not be in the states for the whole summer, therefore I'm wondering whether I could get them before I leave...( Actually it's also fine if I could get them after I'm back but I really love that tarte blush & wanna use it during summer, so I'd love to get my hands on it earlier! )
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Snowe524!   Regretfully, you won't be able to redeem your birthday gift online earlier than two weeks before your birthday and two weeks after your birthday. Alth... see post
Q. semi formal makeup
i want to get my makeup done for my friend's semi formal because i want to look some what nice because i can't do makeup for my life. My friend got her makeup done her and she looked stunning but she doesnt remember the pricing. can i get my makeup done here? how does the pricing work, and booking the appointment?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @bethdemarco,   We offer a variety of makeover's at Sephora.   There is a 15 minute walk in make over for quick tips or for a touch-up. There is our most popular-... see post
Q. STUCK on Canadian website
Hi - hoping that I can get a better response by using this forum, as I emailed through the same query and the "information" I received back was simply the phone number.  Can I please get a real answer or solution?  I do NOT have a phone as I am only visiting here short-term and heading back overseas shortly.   For some reason, I am TRAPPED on the Candian version of Sephora.com and can't get it back to the US version, even though I'm in the US, I will be using a US credit card, and the products will be shipped to the US.  I'm not sure why it's still re-directing to the Canadian website...   I have tried clicking on the link to visit the international pages, I have restarted my browser, and even my computer.  I hae cleared all of the browsing history and cookies.  I have tried clicking on the link from the newsletter that's emailed to me.  I have tried to visit the site through a proxy.  No matter what I do, I'm still getting stuck on the Canadian version - with the Candian prices and the product restrictions (which, of course, include products that I am trying to order)    
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Aussiemate.  I'm sorry you are having problems with the website.  I'm not sure why you are getting directed to the Canadian checkout.  If you go to www.Sephora.com, i... see post
Q. Just need to change my birthday!
Does anyone know how to change the birthday on the profile? I have tried updating all sections of my account and beauty profile but I don't seem to find where the birthday is. I just need to change the day since it's entered incorrectly. It's a little thing but big enough to bug me!
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Isabella29 / FRESH FACE / answered
A. I accidentally made my birthday January 6th instead of January 29th(my real birthday). Could someone please help me change it? Thank you! see post