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kik x Sephora Sweepstakes
    It pays to Kik it with us! Chat with @Sephora on the app and enter for a chance to win a $100 Sephora Gify Card. Take our short quiz on Kik to enter.   No purchase necessary. Odds depend on number of entries received. US residents ONLY, age 13 or older. Enter by 5/29. 1 entry per person. 3 winners selected. see Official Rules for details    
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emilyvioleta1 / NEWCOMER / replied
It would be amazing to win a Sephora gift card I've been wanting to get some products for so long and just haven't been able to afford. I would appreciate it so much if ... see post
Unsuccesful Authorization
After i placed an order on wednesday 25th of may and i got a confirmation email from sephora.com then my bank sent me also a confirmation  that they charged me with the cost of the order, i get an email on the 26th of may from sephora  that the order has been canceled due unsucessful authorization, what should i do? please respond as soon as possible. 
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W3bwench / NEWCOMER / replied
Sorry to jump on your thread zainabghanemm, but I'm having the same issue. Would really appreciate some help as I'm rather lost as to what I should do next? see post
Sun Safety Kit 2016
Will there be a Sun Safety Kit this year? If so, can you share a release date?  
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professeur / NEWCOMER / replied
How will we know when it comes out? As a skin cancer survivor, I don't want to miss it! Thank you. see post
Linking BI and Online Account
When I called customer service, they said my BI card and online account were already linked. However my online account says I have 0 points and no purchase history.  Help please. 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi somerrae,   I'm so sorry for any confusion! I'm going to send you a PM now so I can help you with this :)  see post
How do I add my beauty insider card to this account?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I am closing this thread. If we missed your post, please create a new thread under the Customer Service board or send me or any of the mods a private message. Thank you!... see post
Hi, how can I change my birthday?
I accidentally wrote down the wrong one! Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hohoangphuong,   I've responded to your PM about this :)   Always, Danee see post
I want my money back :(
My Order has been cancelled on (5 May 2015) for 84$ because of unsuccessful authorization. I'm disappointed and wondering how long the refund process will take?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lolo237,   I apologize for the inconvenience! I'm going to send you a private message now so I can help look into this for you. Thanks!  see post
Double charged?! :(
Hi All,   My friend and I both placed an order on 5/26 and the bank account shows double charged for both of our orders! I am going to call Sephora and my bank but just wanted to see if anyone else experienced the same.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Dezybaby03,   If you are seeing a duplicate charge from Sephora.com, it is likely it is a pending authorization from a failed order attempt. You are not charged f... see post
Can somebody please help me link my VIB card with my online account? Thank you.
Can somebody please help me link my VIB card with my online account? Thank you.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Charchar24,   I would be happy to help you link your accounts together! I'm going to send you a private message now so I can assist you with this. Thanks!  see post
Unsuccessful authorizatio
I made an order May 27th with the same credit information, billing information and shipping address that I always use. I went to check my status today and it says unsuccessful authorization. I used a visa credit card and the money is 100% out of my account. Not sure what couldn't be authorized. Need some explanation immediately because I will leave the US and go back to my home country shortly and I really want the items I bought. Thank you!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JeanCai,   I apologize for the inconvenience caused. I'm going to send you a PM now so I can look into this for you. Thanks!  see post
Unsuccessful Authorization
I made an order yesterday with the same credit information, billing information and shipping address that I always use. I went to check my status today and it says unsuccessful authorization. I used a visa debit card so the money is 100% out of my account. Not sure what couldn't be authorized. Need some explanation.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RustyBuccaneer,   I'm so sorry for the confusion and inconvenience caused! I'm going to send you a private message now so I can look into this in more detail for ... see post
LOVETORONTO promo doesn't work
Tried to use the promo code "LOVETORONTO" that I received via email that is supposed to guarantee same day delivery. Every time I put in the code it says that I need to select either "rouge express shipping" or "standard ground shipping" even though these were already pre selected for me. What's going on?
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BEAUTY MAVEN JerushaC / BEAUTY MAVEN BEAUTY MAVEN / replied
The promo started working for me this morning. Try again and see if it works for you :) see post
Damaged SMASHBOX palette
My Sephora order arrived this morning but my SMASHBOX L.A lights palette was completely crushed and on of the blushed was smashed. Can I get an online refund??
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jessicapinard,   I am so sorry to see your palette arrived in this condition! I'm going to send you a PM so I can look into this for you. Thanks!  see post
VIB help
In the store one of the workers gave me a VIB card but when I go to my online account it says I don't have enough points to be VIB. can someone help?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SammieJoyce,   I would be happy to look into this for you! I'm going to send you a PM now :) see post
Linking my BI card to my online account
I recently got my BI card at the beginning of this month of May. I have made a few purchases using my card however online it says that I have 0 points. How can I fix this? 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sarahhrc,   I am going to send you a private message regarding this. Please check your inbox when you have a moment. Thank you!   Best, Mali see post
Need help to connect VIB card to online account
Thanks!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lindy471112,   I am sending you a private message regarding this. Please check your inbox when you have a moment. Thank you!   Best, Mali see post
Unauthorized Order Frustrations
I love Sephora products. In fact I am obsessed and spend tons of money on their website (as it is more convenient for me with my job/ home life). I continuously have issues with making purchases on their website. Yesterday I placed a large order. Since I have been having so many issues lately I am now aware they NEVER send an email to update you that your order has been cancelled. You have to go into your actual account yourself to figure out that an order "unauthorized" . I replaced the order multiple times using different payment methods and ALL came back unauthorized (and I am well aware all of my payment methods are good to go). Has anyone else had a similar experience? I have contacted customer support with this issue and others in the past . They are slow to respond and are not helpful at all. This is SOOOO frustrating and I really wish Sephora would elevate their customer service standards. I love their products and their rewards system. If I didn't love these aspects of Sephora I would surly take my business elsewhere. Is calling more helpful? Are there any ways to make this process easier?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi Mcmolls,   I am very sorry for the inconvenience. I will send you a private message shortly with more information.    Best Wishes,   Janean see post
Help Summer minis promo
Hi ! I can't choose my sephora summer minis, it just shows 2 out of the 11? ( Marc Jacobs Mod Noir & Vita Liberata self-tan oil)
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi creeeestal,   I am very sorry for the inconvenience. I will send you a private message, so that I can help you with this. Thank you!    Best Wishes,   Jan... see post
Unsuccessful Authorisation Status
My order says Unsuccessful Authorisation although I've received an order confirmation email. I have yet to receive an email saying my order is canceled and the money has been taken out of my account. Please help!! 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kahliasouthgate,   I am very sorry for the inconvenience and I will send you a private message with more information. Please check your messages when you have the... see post
Q. Limit on the number of returns?
I have heard several people now mention that Sephora stores will no longer accept returns from them for "too many returns". I have scoured the website and my receipts to see if there is anything that indicates that there is a limit to the number of returns a person has but to no avail. What exactly is Sephora's return policy regarding the number of returns a person can do? I know for one, I get a lot of gifts from people from Sephora and I do return some of them because they are not what I want (mostly unused) and I do return some items I've bought that just don't work for me. One reason I like shopping at Sephora is the return policy but if they are going to limit the number of returns, that would be nice to know and it should be clear on their website what the policy is. Thanks!
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Myriam613 / NEWCOMER / answered
A. My sister and I shared an account, spent about $1500 in two months and returned over $400 worth of items, all with receipts and most of it wasn't even used or tried on. ... see post
Cancelled Order???
I've been waiting for a shipping confirmation for a few days and nothing. So I log in on here and find out that my order was cancelled??? I didn't even get an email explaining or letting me know anything!? Can someone please let me know what is going on?? I used my points and a gift card. The money was still taken out of my account. This wasn't a cheap order either. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kwankaosp,   I'll be happy to look into this for you. I'll send you a PM with more information shortly.   Always, Danee see post
I missed my free birthday gift, how do I redeem now?
I missed my free birthday gift, how do I redeem now?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I am closing this thread. If we missed your post, please create a new thread under the Customer Service board or send me or any of the mods a private message. Thank you!... see post
Linking VIB to account?
Hi, I have a VIB card that I use in store. I have 900 points on it (I was just in the store today and they told me! I have the silver card too) But when I tried to actually log on online, it says that I don't have any points, so what's up with that? :/ How do I link them? I tried my different emails to see if my card is linked to a different email, but they aren't recognized.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
ElleBarry2013,   I'm happy to help with this! I'll send you a PM now. see post
Prevoiusly Made Purchase
I'm new to the Beauty Insider program but I've already spent over $80 at a store (through JCPenny), so I was wondering if I would be able to recieve points for a purchase made before I joined the Beauty Insider program, if I still have the receipt? Thank you!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DannyGold,   I'll send you a PM to help out with this! see post
Cancelled Orders-Why?
Hi, I just got my order cancelled twice this week. 1st one got cancelled, i reordered and it went thru, then realized i forgot to order a few things and decided to order again. But the second one didnt come thru and got cancelled again. Why? Im new to Sephora and its my first time ordering online. Im a bit disappointed at how this is happening. Its a bit frustrating when you want a good shopping experience and u end up with bad service. I made 2 purchases today with more than 100$ on each order and the last one was cancelled. Can you please give me a bit more of information as to why this is happening? Thank you so much.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TheBeautyBreak,   Sorry about that! I'll look into this now and PM you shortly with more info. see post
VIB
I joined the Beauty Insider program in March and recently reached 360 points and went to a Sephora store to pick up a VIB card. However, I was told by the worker there that I needed over a 100 points more to reach VIB status. I thought you needed 350 to reach VIB?    Any clarification would help, thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lilly,   VIB status is based off of your year-to-date spend total and not on the amount of points in your account. I'll send you a PM regarding your status soon! see post
Why is my order still processing?
I placed an order on May 26th and it still says in progress when an order i placed after that has already shipped
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hope2515,   Sorry to hear about this! I'll take a look at the order and send you a PM soon. see post
Unsuccessful authorization?!
I ordered last May 26 and got order confirmation and it successfully took money from my debit card. I was waiting for the shipping confirmation but it never arrived so I decided to check my Sephora account to find out that my order got cancelled due to unsuccessful authorization. The sad pard here is that my order includes limited edition palette that is now out of stock. Is there a way to resolve this? I also contacted my bank to ask if the problem was from them. I recently got a successful order using the same debit card and same shipping address so this is really puzzling to me. Please help.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi angelmd,   I'll take a look into your order and send you a PM soon! see post
DIdnt recieve my VIB Rouge card
I placed an order online the other day and unlocked VIB Rouge but when I got my package today it didnt have my card in it. I was wonder what I have to do to get my card. Can it be sent to me in the mail or will I have to go to an actual Sephora store to get it?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
You're very welcome, @Rhonii ! :)  see post
missing item in a set
I just received order # yesterday and opened last night. The order includes  KORRES Magic Light Contouring Blush Duo ITEM 1834860. This item should have 2 blushes since it is a set and it is also stated a duo on its name.However, I only receive one blush whose  name is Mykonos. In addition, Korres item is placed  inside a plastic clear bag and It is teared off when I got the package. So,  I thought maybe I misunderstand  the item at first then, I googled and found out there should be 2 blushes. The photo is presented on sephora website which also has 2 blushes.   The question here is : Does the Korres item has one blush or two blushes? If it has two blushes, how can I get the other one since it was on sale and is out of stock ? If it only has one, please inform me.   Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kimbui2015,   I'm so sorry for the confusion surrounding the situation! I will send you a private message to assist you with this.   Always, Danee see post