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  • lorabaura
Customer Service
Customer Support
Is there an eye cream that is safe to use on the eyelids? I was told by one sephora gal the dermadoctor eye cream is okay to use on the eyelids and then told by another that there isn't an eye cream that is safe or should be used on the eyelids. Who is correct? Is there an eye cream that can be used on the eyelids?
Customer Support
My sister gave me an early b-day present that undoubtedly came from Sephora but as I don't have much use for them I was hoping to exchange them for store credit.The thing is, one of the gifts she gave me was an old 500 point perk I recognized, lol, but she told me found it on the sale shelf (so it was no longer being offered as a free perk). Anyway, could I still exchange it? It's just one of those odd pieces of leftover merchandise that she happened to find at her local Sephora that I doubt one would find at the other ones.   This is the set I'm talking about:   The other set she gave me was a more regular merchandise, a Fresh lip treatment set -- lovely, but I'm already well-stocked w/ Fresh products! Anyway, I'm hoping I'll be able to get store credit for both sets without any trouble, but I wanted to check in advance! 
Customer Support
i was lucky enough to meet a Fresh rep in the Sephora I shop today before working on choosing a new foundation with the SA. I absolutely adore the Fresh product line but getting to speak with & having her pally the product line to my face, give me tips & pointers on some dark under eye circles was amazing. She had so much product knowledge & was able to share this knowledge with me. I believe her name was Sarah & it was a pleasure meeting here. Next Courtney helped me choose the Houglass tinted moisturizer in Shell  , applied it & gave me so many tips on contouring , highlighting etc. I shop the Sephora at Hanes Mall (not the one inside JC Penney's, the stand alone store inside the mall ) .. Hanes Mall Sephora Rocks!! I would like to give a shout out to the store, Courtney & the Fresh Rep!! I appreciate them taking the time to help me & really going out of their way to provide GREAT customer service!! Thanks Sephora
Customer Support
Hello, I made a purchase at a jcp sephora a few weeks ago. I gave the clerk my email for my beauty insider account  and she said my points were added. It should have been about 44 points. Online it still says I have 0 points. Could you help me with this?
Customer Support
Just curious because I havent been a VIB Rouge that long but what does that mean for in store purchases? If I go into a store to purchase & provide my rouge card are there any free gifts I'm entitled to automatically?
BeautyTalk Support
I made a purchase today at a Sephora inside JCP. Normally, my points from my purchase populate right away when I log into my account. However, I don't see my points or my purchase showing up at all. If it so happens that an employee didn't scan my VIB card is there a way to get the points? Thank you. 
Customer Support
Hello - I recently signed up for a beauty insider card in store and went online to create an account but there is no record of the purchase. Do these accounts automatically link if the email address is the same or do I need to enter my card number somewhere on my online account?
Customer Support
I purchased items from a Sephora today and when I gave the lady at the cash wrap my email address, she said that it couldn't be found. I have the receipt, is there a way to redeem the points?
Customer Support
I have the receipt for a practically unused item that just didn't work out for me but I can't seem to find the little box it came in, will that be a problem if I want to return it in my local store?
Customer Support
I recently combined 2 accounts and now i believe only one exist.  I went to the Sephora near me a week and a half ago and spent a good amount of money and have no record of this purchase or points on my account.  
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Customer Support
So, I was looking for the Kat Von D Ladybird True Romance Eyeshadow Palette on Sephora's website but I couldn't find it there. The palette tab was as it looks like on the picture. However, once I googled it, I found it on the website! In other words, there is at least one item that Sephora has but it doesn't show up when browsing its website. There was no message like ''this item isn't available in your country, click here to go to the American website'' or anything like that. I'm just letting you know because maybe it isn't something that is happening with this item only, and you might want to look into that Cheers!
Customer Support
I made a purchase at Sephora the other day and the cashier told me I had 127 points but when I looked at my points online another day I only had 85. I figured out this is because I have two separate accounts. I would really appreciate if someone could tell me how I can fix this.
Customer Support
Hi I just got a beauty card last night for my 1st in store purchase. last month I made online purchases, can I combine points from online and in store? thanks for any info!
Customer Support
Hi, my points are showing up on my online account but they're showing up in store. Also, my birthday isn't listed in store. They still gave my birthday gift but I had to ask for it.
Customer Support
Hi, I returned products today and then I came home and checked online banking but I didn't see any of money back in my account. What should I do? Do I have to wait or go back to my local sephora and ask the staff?
Customer Support
Where's the link to find where things posted/topics are removed/censored/deleted?   Does anyone know how such things are decided? is there a set in stone rule some where?   Why do some controversial topics remain but get closed, still visible, while some posts/comments are deleted from sight?   I need to know. This confuses me...a lot.    
Customer Support
Hello Sephora, This is more of a comment/complaint on your 3-Day Shipping Advertisement you have as a banner on your website. The following is copied and pasted from the details about this promotion: U.S. shipping details 3 Day shipping on orders over $50 - FREE 3 Day shipping on orders under $50 - $5.95 Order Ships Arrives by Mon Tues Fri Tues Wed Mon Wed Thurs Tues Thurs Fri Wed Fri Mon Thurs Sat Mon Thurs Sun Mon Thurs Excludes Canada and HAZMAT orders. See all restrictions and other shipping options. Free returns by mail or in stores. GET 3 FREE SAMPLES WITH ANY ORDER   Notice where it says "Order-Ships-Arrives by"- This is a fantastic and clear incentive to the customer to let us know that you are efficient. However, I just got off the phone with a sales rep. who said that there is a cut-off time for "same day processing" which is 10am. So Unfortunately, even though I placed an order on Tuesday AFTER 10am, my order DID NOT ship today, and probably won't ship till Thursday, because of the "same day processing" cut off which apparently I didn't make. Real disappointment Sephora, let us know the cut-off time!  
Customer Support
Hi Sephora, I have entered the wrong shipping address. I realized a few hours after ordering but by then, it was already "sent to warehouse". I also got an email saying the the item has already shipped.    I have tried emailing Sephora but I have not received any replies.   I am out of the country right now, that is why I'm not able to call the Sephora hotline directly. I hope we can solve this issue online!   Thanks for your help!
Customer Support
I just found out that Sephora ships to the Netherlands, which is great! Nevertheless, I noticed that it is impossible for some products to be shipped to my location. Can someone explain me why? An example of such a product is the Dior Creme de Rose.
Customer Support
Hi, my order has just arrived and one of them, a Sephora palette ( http://www.sephora.com/s-illusions-baked-eyeshadow -palette-P384681?skuId=1564350), came with the shades in pieces. How should I proceed?
Customer Support
I just received an order I placed online today. I ordered the Marc Jacobs Siren palette upon opening the package the snap closure on the palette is broken and the compact will not snap shut. Is there a way to get one that is not broken?
Customer Support
Hi! I placed on May 2, 2014 the 2 year Cosmo subscription promo code. It showed up when I was placing the order but not on the receipt. Then I read in the beauty talk that I had to wait 10 weeks to process the order. But it has passed more than 10 weeks and I haven’t heard anything. How can I know if I’m going to get the magazines or not? Thanks in advanced for your help.
Customer Support
I haven't placed an order in months and the last few orders I placed there were no additional costs for duties/taxes etc. Before I placed this order I just called to make sure that was still the case and lo and behold I was told it HAS changed - that was just a pilot program Sephora was trying out and now duties and taxes will be charged and collected at the time the order is placed.   We all know the only real perk for being Rouge is free shipping and now that has basically been taken away from us - why would I place an online order with additional charges when I can shop locally in store? The silly little samples are not going to make up for the extra cost. Since most of the beauty deals are only available online, I can't get those either.   There really is nothing in it for Canadians being VIB ROUGE. 
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Customer Support
Help us celebrate the launch of Fresh’s latest addition to the Sugar Lip Treatment Collection! On July 23, one lucky Sephora Instagram follower will win the entire line of Fresh Sugar Lip Treatments (that’s 11 shades!), including Fresh’s newest pink, Tulip.   To enter the Fresh Sugar Tulip #SephoraSweeps, post an original Instagram image of your pink pout between Tuesday, July 22, 12pm PDT and Wednesday, July 23, 12pm PDT. Be sure you follow @Sephora on Instagram and include #SephoraSweeps in the caption of your image. All valid entries received within this 24-hour window are eligible to win. The winner will be selected at random from the pool of eligible entries. Watch your Instagram feed July 22¬–¬23 for updates.   See official rules here>      
Customer Support
G'day, I purchased a few products from the Sephora store in Yorkdale late last week and received all but one product (Urban Decay Naked Flushed palette in 'Streak'). Am I able to bring in my receipt and the products which I received to a Sephora store to see if I can obtain the missing product? Thanking you in advance!
Customer Support
I have a store credit that I was planning to use to buy a particular product, but it's not available in any stores within a 100-miles radius of me. Since I can't use the credit online, could I order the product through my local store and have it shipped to me?
Customer Support
I bought something but I forgot to show my Beauty Insider card. I still have the receipt. Can I get the points?
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Customer Support
Beauty Insiders! Treat your skin to a week with Ole Henriksen> http://seph.me/1zRTY6A *Enter code WONDERS in the promotion code box at checkout to receive an Ole Henriksen 3 Little Wonders 7 day sample setfree with any online merchandise purchase of $25 USD or more. The set includes 7 samples of Truth Serum™ Collagen Booster, 7 samples of Invigorating Night Gel™, and 14 samples of Sheer Transformation® Crème (0.025 oz ea). Valid while supplies last, quantities are limited. Not valid on previous purchases or purchases of eGift certificates or gift cards. Offer not valid in retail stores or at Sephora inside JCPenney. Cannot be used in conjunction with other promotion codes. This offer is subject to change, alteration, or termination by Sephora at its sole discretion at any time.
Customer Support
I updated my new address incorrectly and needed to cancel my order immediately but it says you are closed - could I please get assistance with cancelling order number 2988001053
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Customer Support
Hi there!   Last week I purchased the Sephora collection Liquid Moisturizing Skin Concentrate out of the sale section and it was $11 - as seen in my screen capture. I received it and decided I like it, and went back online to order another one. Now it is back to regular price ($22). http://www.sephora.com/liquid-moisturizing-skin-co ncentrate-P385143?skuId=1552264   Can you tell me if I can expect this item to be back in the sale section again? I don't want to purchase it at full price.   Thanks!