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0 Points??
I recently signed up for Beauty Insider at the store and earned about 100 points. I then tried to link my account online with the email I gave the person at the store, but it says I have 0 points. I know I have more points than that but I don't know why it keeps showing up at 0 points when I check online.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jennii128,   It looks like your Beauty Insider card is not linked to your online account. I will send you a private message so I can link the two together for you... see post
can someone please help me link my online and in store accounts?
Someone contacted me about doing it, but I never got a response. Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mandles123,   It looks like Zanna recently sent you a private message to assist you with this. She should get back to you within the next 24 hours :) If you would... see post
i am having trouble linking my sephora vib card to my online account
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi savvyjane1,   I'll send you a private message to assist you with this!   Always, Danee see post
Change Shipping Address!
Hi, I placed two orders and then realized that I used my old address! They are not shipped by now, so I emailed the customerservice yesterday but got no reply yet. Could someone check my orders? If they are shipped to the wrong address someone else could stole them, because i no longer live there.   Thanks! Moira
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Moira,   I am going to send you a private message to assist you further. Please check your inbox in a few minutes!  see post
Purchase not showing up
Hi,  I made a purchase in-store in April and it never gave me the points nor does it show up on my account. I gave my email address as per usual so I do not know what happened. Perhaps the lady that checked me out entered it in wrong. I emailed customer service a while back and someone tried to help but they stopped responding and it never got resolved.   Sondra 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sondralord,   I'm sorry that you did not receive the Beauty Insider points for your recent purchase. I can add the points for you now. I am going to send you a pr... see post
Can I exchange products I just purchased to now get double points?
I bought a few things on Sunday, and now--two days later--there's double points for Beauty Insiders. Can I get the double points for those somehow? Would I have to return and buy them again, because apparently you get negative points when you do that. Thanks!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Luluuu225,   If you wanted to receive double points for the items you purchased on Sunday, you would need to return the items you already purchased and reorder th... see post
how long does it take for money to be returned to my bank account?
i placed on order on thursday morning last week 7/30/2015 and i received the unsuccessful authorisation status on my order, the money has still not been returned to my account :/ 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rachhyrooo,   Sorry to hear about that! I'll send you a PM shortly to get a little more information.   Cheers, Stephanie see post
How can I transfer points?
Is it possible to transfer points from one account to another? One account is rather dormant but has points from a few purchases and I wanted to see if I could transfer them to my main account for the rewards Extraordinary Rewards on Aug 10th.
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Mishellmabelle / NEWCOMER / replied
okay great! thanks :)  see post
How long will the epic rewards be available for?
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nicole2381,   The epic rewards will be launching on Monday, August 10th and they will be available while supplies last!  see post
Dr Dennis Gross alpha/beta peel extra strength formula
Hi there,     I purchased a 30 pack of those peels. I know this sounds convenient but as I reached in to grab one of the  peels, I noticed something funny with the packaging that immediately worried me. It looks as if the peel has leaked out of the packaging (unopened). I'm attaching a photo, and I'm hoping something can be done to resolve this online as I don't live too close to a sephora. I believe my shipment was defective, and would appreciate some sort of refund or action to be taken.    Thanks so much
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bonbon2014,   I'm so sorry about that! I'm going to send you a private message so I can get a little more information from you so I can resolve this. Thank you! ... see post
4X points
I placed an online order today (I'm VIB Rouge) by my points only came up as the dollar value of the purchase instead of the 4X value.  Anyone else have this issue?  Does it take a bit to process the 4X?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi blueyedevil28,   It can take up to 24 hours for your Beauty Bank to update with the extra points. In the meantime, I recommend logging out and logging back into y... see post
Can online help me link my VIB card to online account?
Can online help me link my VIB card to online account? I got my VIB card a while ago but its only showing my beauty insider status/points on my online account.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mandles123,   I'm going to send you a private message so I can assist you with linking your accounts together! Please keep an eye out on your inbox :)  see post
Connecting Beauty Insider & Online Account
I need to link my Beauty Insider card and my online account please. Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bambiburns,   I would be happy to help you link your Beauty Insider card to your online account! I'm going to send you a private message now so I can get a little... see post
Shipping times an extra day slow?
Does three day shipping start from when you get the email that your order was shipped? I ordered on Saturday and got my shipped email on Sunday. My tracking says that it will be derived on Thursday. So even if it was shipped Monday, it should be Wednesday right? This happened once before (the only other time I ordered online), but I thought it was delayed because of a holiday. The Sephora employee that placed my order on the last transaction had told me latest would be Wed., and it came Thursday as well, even though my shipped email came Sunday. If this is always the case, it should say 4 day shipping rather than three. 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MUAStephM,   All Sephora orders have a 1-2 business day processing time in addition to the three business days spent in transit. Additionally, Saturdays and Sunda... see post
Maximum return with and withour receipt
Is there a maximum on how many return you can make without receipt and with a receipt?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi krdd127,   Sephora now uses an approval process for all returns without receipt through a third-party returns authorization company, TRE. We are unable to reverse... see post
Need anyone's help to link my VIB card to my online account!
I have a VIB card before I registered the online account. Can anyone help me to link my VIB card to the online account??
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Flora3104,   I can definitely help you merge your card to your online account! I'm going to send you a private message now so I can assist you. Thanks!  see post
How do I link my VIB card to my online account?
How do I link my VIB card to my online account? It is saying I am a beauty insider with 0 points, but I have a VIB card.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi astav,   I would be happy to assist you with linking your accounts together! I'm going to send you a private message now I can help :) see post
Why can't I cancel an order?
I don't think it's unreasonable to expect that there should be a way to cancel an order, and even when I call to get a reason why I can't cancel an order instead of just "We can't cancel an order.". It's 2015. Almost any major website allows cancelation of orders. At the very minimum I just wanted to switch the card I put the transaction on, and that wasn't even allowed. For a large purchase, that's just insane. 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Metalbaby,   You are unable to modify or cancel an order once it is placed because once our orders are submitted, they immediately start processing at our Distrib... see post
What is going on?
I just spent almost $300, I'm a VIB Rougue, and I didn't get 4x the points. What's going on? Is this happening to anyone else? 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Metalbaby,   It typically takes about 24 hours for the points to be automatically added to your account. I also recommend logging out and logging back into your a... see post
200 Point Survey?
Hello! I recently received an email to do a survey for Sephora in exchange for 200 points. I was wondering when these points would be deposited and if they'd be in my account by the huge perk party on Aug. 10th. Thanks!
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BEAUTY BUFF mkayla / BEAUTY BUFF BEAUTY BUFF / replied
Can I have the link to the survey  see post
What time on August 10 will the Extraordinary rewards be available?
Is there a specific time the Extraordinary rewards be available on the 10th? Wondering as I live on the West Coast and am worried I'll have a disadvantage. Also, how limited are the rewards for the 1,000 point items?
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BEAUTY WHIZ Whittybanter / BEAUTY WHIZ BEAUTY WHIZ / replied
Does during the day mean day time and not very early morning? Thanks for your response.  see post
Beauty Insider Account
Please assist me in linking my beauty insider card to my online account
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cenece11,   I'll send you a PM to help out with this! Please check your messages when you get a chance. see post
Missing points.
I attended the VIB event beauty before brunch I purchased some items and was given my Rouge card I received Rogue status in July through an online order. I do not see my purchases I made or my points . It does show I received my card. Please help .
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cookie75503,   I just saw your comment about this in another thread! I sent you a PM to help out :) see post
Points not 4x?
I just made a 54$ purchase but it didn't do the 4x. Anyone else in vib rouge this happen to?!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I will check on your points and send you a DM cookie75503! see post
Return Questions
I'm sure plenty of people have asked this, but can I return a product I bought in-store by shipping it? I just don't have the time to get to the nearest store and I don't want to miss out on my return period
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lillyp529,   Regretfully Sephora.com does not accept returns from in-store purchases so you cannot mail an in-store return back to the warehouse to be processed. ... see post
Did not receive NARSVIB GWP
Used the NARSVIB GWP code that got emailed out on 7/30. Received my order today but got a replacement sample instead? Was the NARS VIB set out of stock already? I literally placed an order right when I received the email... And I can't use the code again since it's a VIB-only reward - it says that I have already redeemed it.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ulu145,   I am so sorry to hear that the promotion was missing from your order! I took a look at your account and it appears that you have already been assisted w... see post
Linking accounts
Never knew in-store and online accounts needed to be linked until now, need some help please !
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Christina,   Sorry for the delay in getting to your message! I responded to your PM regarding this just a little while ago :) see post
Missing item from order please help!
Ive never had any problems with any of my online orders or instore experiences.  However, today I received my most recent online order only to find that an item was  missing.  Please help! Sephora on twitter responded to me fast.  I'm just hoping this can be resolved asap as I really need thsi product before going on a trip soon and need time just in case I need to exchange for color matching reasons.  The nearest sephora from is a little out of my way for me.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @daa2326,   I'm so sorry the Marc Jacobs foundation was missing from your recent online order! I'll send you a PM so I can assist you further with this.   Alw... see post
I GOT A BEAUTY INSIDER CARD IN STORE. HOW CAN I LINK IT TO MY ONLINE ACCOUNT?
Hi!  I would like to know how to link my online account with my beauty insider card that I got in store.  Thank you
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VenusQin / NEWCOMER / replied
me too. How can i link it to my online account? see post
VIB Rouge, but only getting 3x points?
Hi there! I placed 2 orders today and though my latest order's points aren't showing up yet (I know that can happen), the points I got for my earlier order are incorrect. It seems that it's only giving me 3x the points, instead of 4x the points (I'm VIB Rouge, have been for a while).  For example 316 x 4 = 1264, but it's only giving me 948 (316 x 3)   Is there a way to correct this?   Thanks!
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IT GIRL FalseFroggs / IT GIRL IT GIRL / replied
Ah, I see! Thanks! see post