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Q. UK shipping?
The only place I can buy the foundation I need is here, this is due to the product being Sephora's own airbrush foundation. Is there any way this could be shipped to my location? As it is apparently unable to be sent here to England.
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A. Are you referring to the mist? If so that's because DHL won't transport aerosols, and that's the only courier Sephora uses to ship to the UK. see post
Sephora discriminates against disabled individuals
I am disabled and do all my shopping on-line.   In 2013, my orders were being cancelled stating my credit card transactions were not authorized, when in fact they were.   Sephora continued to tell me that was the reason until I contacted Sephora's legal counsel and they acknowledged that really wasn't the reason they told me if I wish to shop with Sephora, I can only do it in the store.  They said I was buying too much.    That's the most ridiculous thing to hear from a company open for the main purpose of generating revenue.  My daughter and I are both beauty addicts, as well as  my sisters, mother, nieces, great nieces and all the young ladies in our family.   I shop a lot since there isn't much else for me to do being stuck at home all day.    My family loves that I find deals and they in turn save money too.   in my opinion, Sephora is violating the Americans with Disability act by not allowing me to shop via the means necessary for me to shop.   so once they cut me off, my husband said just open me an account and shop for me.   I did as he asked and there were no issues until August 18, 2015.   I placed three orders.   Each order contained the same items with the exception of the VIB and Vib Rouge gifts, hence the 3 orders.   I mean who wouldn't take advantage of receiving the gifts promoted.    When the order didn't arrive by the 3rd day, we checked the order status and the order was cancelled, stating charge was unauthorized.   I placed one order for the items on August 21, 2015 and that order was cancelled for charge unauthorized.    I contacted Sephora, asked them for the real reason because I know the charge is authorized because it was pending on my charge account.   After being placed on hold, the rep came back and stated they have linked my husbands account to me and so he can no longer make purchases!   That blew me away.   He has only had 12 orders on his account this year and most if not all the orders were under $100.   Not ordering too much in my opinion.   i then asked if my son or daughter try to open an account to purchase the items that myself or husband can no longer order for them, would they too be banned from shopping.   She said if they could be linked to either of us, they would banned.   when I said that it was BS that Sephora felt it was okay to treat people poorly, and that in fact I felt certain violations under the ADA were being made, the only concern was I said BS.   I also started shopping directly with many cosmetic lines after Sephora banned me Fortunately, there are many good companies out there that don't mind customers making as many purchases as they want.   They understand the concept of good business practices.   Have any any of you experienced anything remotely close to the ridiculous practices that have been implemented against my family?   I would really love to hear from anyone that has.
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Hi mark15,   We are sorry for any order issues you are having. We have forwarded your information and someone will be in touch soon. For now, we are closing the thre... see post
Lancome Energie de Vie #SephoraSweeps on Twitter
If you could never grow tired of radiant, dewy skin…then our latest sweeps was made for you! Lancôme’s latest É nergie de Vie collection was specially formulated to revive dull skin for a glowing, dew-soaked complexion, and we’re giving the entire line of products (worth over $300!) away one to lucky winner.   To enter for a chance to win, follow @Sephora on Twitter. Between August 25 at 12 pm P D T and August 26 at 12 pm P D T , tweet the following sentence and fill in the blank: “Hey @Sephora, _____ gives my life energy. #SephoraSweeps”.    See rules below>    
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Jln4787 / NEWCOMER / replied
@Sephora, Fall colors give my life energy. #SephoraSweeps see post
unsuccessful authorization
I've placed an order on the 12th and I didn't receive any email regarding my tracking number. So I checked my sephora account and it states that my order is "unsuccessful authorization" and my credit card bill was pending its transaction but the process never went through a week later when I checked. Should i reorder my products to try again ?
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angiefrenchie / NEWCOMER / replied
Hello The billing adress matches information's credit card but the shipping adress is different.  Is that ?  see post
How to link VIB card to my online acount?
I'm a VIB member but none of my purchases or points from that account are showing up on my online account. How do I connect the 2? 
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Genoveva82 / NEWCOMER / replied
Me too add my VIB see post
Beauty Insider Card - Online Profile
I got a Sephora card in store and I have some points on it. Then, recently I made an online purchase and I want to link that Sephora card to my online account. Can someone help?
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BreeSea / FRESH FACE / replied
Hi, I also need help with this! see post
Still no response to my Epic Rewards email
Hello,   I sent an email regarding the epic rewards on August 12 (15 days ago) and received back an automatic email saying I would receive a response within 10 days, which obviously has not happened. I sent a follow up email the other day, but I'm not sure what else I can do. I still want to love Sephora but this lack of customer service is making it very difficult. Others are saying they received $50 gift cards, which I think is awesome, but I'm not sure why I haven't even gotten a reply yet. Could someone please look into this? Thanks!   Best, Allison
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BEAUTY WHIZ shadow1021sqsq / BEAUTY WHIZ BEAUTY WHIZ / replied
Me too :( see post
Hi, my order says unsuccessful authorization, I would like to know what is going on?
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Same problem here. I wasn't even sent an e-mail. Didn't know about this "unsuccessful authorisation" until days later, as my package didn't show up when expected. So I t... see post
Did not get my points.
I recently shopped at Sephora but I didn't get my points, even though the employee supposedly looked me up and gave it to me. But my profile shows the points were not given to me. I have my receipt. Please help me get my points.
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Lioko / FRESH FACE / replied
Hello the same happen tome. Please help. see post
Status: Unsuccessful Authorization
Hi,   A few days ago I tried to make an online purchase, and somehow my credit card was charged but I have received an e-mail saying that my order was cancelled. I checked the status of my order, and it was changed to Unsuccessful Authorization.   Then I tried again with a different credit card, but ended up getting the same message and the same order status. I'm pretty sure that the balance on both cards was enough to make the purchase and I have not experienced a problem like this with Sephora before.   Could someone please help me how to solve this?
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hnoo / NEWCOMER / replied
hi  can you help me i order 23 -8 -2015  and my STATUS: UNSUCCESSFUL AUTHORIZATION and i called sephora customer and told me i have to put address for one person in U... see post
Any news about Epic Rewards?
I couldn't get my hands on any reward despite having 4k and a VIB Rouge Account. Furthermore, I sent an email explaining my concern about not being able to participate in the event, but I still have not gotten an actual response except for an auto-reply message. On the other hand, I read that Sephora would try to make it right by August so? Haven't received any special email! Any news on that?
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Hello simibxo,   I'm so sorry for your disappointment in our Epic Rewards release. If you emailed us at, please expect to receive a response ... see post
Damaged Eye Shadow
My eye shadow arrived damaged. I understand it can't be replaced (it was a sale KVD that is out of stock). Can I get a refund?  
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Hi Tirah,   Sorry about that! I'll send you a PM shortly to get a little more information to assist you further with this.   Take care, Stephanie see post
Hi! I went into sephora the other day I was looking for a new foundation and eyebrow products. When I arrived I was wandered around for about 20 minutes and not one employee approached me. I stood there and waited for someone, and tried to approach someone, only for them to look at me and turn around a walk into the back room. I got fed up and just grabbed my two products and tried to get out as soon as possible. When I got home I noticed I had grabbed the wrong shade of eyebrow pomade from Anastasia. It was directly behind my desired shade and because I was so frustrated I didn't bother to check. Because I live 2 hours away from the nearest sephora, is there any other way I can return this product?
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Hi faithf5,   So sorry to hear about your store experience! Regrettably, the only way to return or exchange the product would be to return it to your local store. Th... see post
So Disrespected!!! I was in tears!!!
I recently had the worst customer service experience ever. I bought the Foreo Luna Mini on April 21. I gave it a shot but it caused my skin to break out. Therefore, I went into my nearest sephora location a week ago to exchange the item for something else. When I got to the sephora store, I spoke to the manager regarding my issue and she said she will find the receipt on my beauty insider card.  After searching for few mins, she said she can't do anything because there is no proof of purchase. I told her it should be on my account even tho I also told her the date. She said call client services because she isn't able to do anything. So I called client services and complained. Client services mentioned that it's up to the store to make a decision on a exchange it has nothing to do with client services. After a few days, i got an email from the store director saying how she was so apogetic regarding my horrible exprience and offered me a free makeover (which was totally useless because as a vib rouge, you get free makeovers anyways) and she said she has a solution for me and asked me to call her. Therefore, I went ahead and gave her a call. On the phone, she told me that she can't do anything about the luna because there is no proof of purchase. She asked me to bring a bank statement in but I paid for the item with store credit so I had no bank statement. She said she can't do anything unless I show a proof. Then I went onto my sephora online account under purchase history and found the item on my account which was bought the day I mentioned to her. I took a screenshot of the purchase history and emailed her.  Later on, I get an email from the loss prevention manager saying that he will look into it and I told him to call me back on my number. Then he emailed me saying how the number I provided him with was not in service and I was giving him a wrong number. I was so dissapointed. And then I also went into "my points and status" section on and even found the total value, date and location of the transaction. I took a screenshot of that and emailed the loss prevention manager. Then I called him back and asked him to see if he had got my email. He said he will check it later. I had to beg him to check his email so I could get this sorted out. So he finally checked his email and said he got in touch with the financial department and the financial department is saying that there is no such transaction in their system from that day.i was so mad because  I felt like I was being accused of lying. First my phone number and now all the proof I sent him.  I told him to check the cameras since that was my last thing to do. He said it will take 2 weeks to get that. I was just so mad so I just said well just forget it because this is getting no where I feel so directed and he said okay and hung up.  But in the back of my head, I just didn't Want to let this go because I knew I was right. So I called the sephora location where I had originally bought it from and there was a lovley lady who picked up the phone, I just asked her to find a receipt in my account. She wasn't able to find it at first but then she looked up the receipt by putting the item number of the luna mini in my account. At last, she said "oh I found it". I was in tears! Because I could finally show that loss prevention manager the proof even tho I sent him many screenshots. I asked the girl to send me a copy of the receipt but she wasn't able to. So I just asked her to speak to the loss prevention manager herself since she found it. So I called the loss prevention manager and added him in the call. Then the girl finally explained the receipt and sent him a copy. And all he said was okay you can come in to exchange.  I was so mad that I was crying. I mean after all the trouble you put me through and you didn't believe any of my screenshots all you say is come in to exchange.  A cashier was able to find the receipt within minutes and it took you that long and you indirectly accused me of lying! I was so disapointed that I didn't even get an apology from the store director and the loss prevention Manager. 
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Thanks Nika  This is actually my second time complaining. Because last November, I purchased a nars conceler and it wasn't put in my bag. And when I called that store m... see post
Linking BI Card to Online Account
I need help linking my BI card to my online account.
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Isetta / FRESH FACE / replied
Same here, I need help with that too. Thnx ! see post
Linking accounts
How can I like to link my online account with my card? Thanks!
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Hi @smann12,   I'll send you a PM in just a moment to help!   Always,   Danee see post
Possible to return gift without receipt?
So recently I was gifted with the Laura Mercier artist palette from a very generous family friend. However I've already purchased the palette myself back in April. Since it'll take me forever to go through an eyeshadow palette, would I be able to return the new palette even without the receipt? or possibly get a store credit for it (since the return policy is more strict in Canada)?   Thanks
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I was able to get a store credit for a gift return without a receipt and I'm in Canada. They will ask you if you know your friend's email that is associated with her BI ... see post
Redeem points from receipt
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
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hohogurl1986 / FRESH FACE / replied
Can someone help me with this see post
My sephora card and account aren´t linked
Hi! In July i was at sephora, and i got upgraded to a VIB. I made an account at the the Sephora website today, with the same email, but i still have 0 point, and I am a beauty insider. How do I link my VIB card and my online account?
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Carollin / FRESH FACE / replied
Hi I have the same problem too. Thanks in advance! see post
Question re magazine subscription promo
I just used the MCMAG promo code on an order but it doesn't show up on my order or confirmation email. I've never used a magazine promo code here before, is this normal? Will the magazine simply be sent to my address on file?
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saraaz88 / NEWCOMER / replied
Hey. Will you be kind enough to do the same for me? I have the same issue with a recently placed order. No confirmation if the promo code request for the magazine went t... see post
Order has been placed and I did not receive my rewards gift, Birthday gift, etc
just now I had placed my order#  and am VIB Rouge now before I check out I had added all my Free Samples, My Promotion Code, Added VIB Rouge Complimentary Kit, all My Rewards Points Gift and my Birthday Gift too and after I added my billing information and credit card details and had placed the order, by chance I was checking my Order History details and shocked when I found that non of the above gifts that I mentioned above I didn't collect it. how come that and am VIB Rouge Customer. I spent more than 1000.00 $ to break my status and at the end I won't receive anything. could you please help me to fix that, how can I get them all.
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Hi again,   Please be sure to check your Private Messages! You can click on the envelope under your display name to see them. see post
didn't get my points
the girl asked me if i was a beauty insider, i said yes, i gave her my email but the transaction isn't on my "purchases" and i didn't receive my points. it's 3x the points this week so this is actually annoying :/
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kgrembo18 / FRESH FACE / replied
I spent over $200 in store two weeks ago, signed up for a Beauty Insider account, and was told I would get 2x the points because the 2x, 3x, and 4x event was going on. I... see post
Return via mail an item bought with gift card, within 30 days of purchase
I just read your return policy and nowhere does it say what happens if a return is done within 30 days, via mail, of an item bought with a gift card. Your policy discusses returns within the 31-60 day time frame paid for with a gift card, but not those sent back to Sephora within 30 days.   If a return is done via mail within 30 days, does the customer get another gift card sent to him or her? If so, is it good in store only or in store and on   I'm not near a freestanding Sephora store and don't want JCP store credit.
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Okay, thanks Stephanie. I'll look for this thread if needed. I know there's an email sent to acknowledge the return but just don't know how I'll know I have online credi... see post
how do you add points from a in-store receipt purchase?
I recently bought products at a Sephora store and I forgot about my Beauty Insider card. The cashier said that I can go online and use my receipt to get points from my purchase, but I can't find a link or a way to add the points. Does anyone know how to redeem points from a receipt?
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SVee / NEWCOMER / replied
Can someone help me do this too? see post
Where are the mods...?
I know I've been away for a while, but did I miss some memo? What happened to the mods? Diana, Melissa, Kevin, Laura, Mia, Randee?
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There are new mods about (myself included)! You'll see us around ;) see post
OMG..... I'm very very very disappointed in Sephora! You can't possibly imagine how furious I am right now. After multiples attempted to place orders and got cancelled and phone calls to rouge line a million times I still got my order cancelled.   The last phone call the CS told me as long as I correct all those problems my orders won't be cancelled. So I corrected my shipping address,my billing address and my credit use and I can't really think of any other reason sephora should cancel my orders, but NO, somehow they still cancel my order and I will have to wait until the working hour of the hotline to call and ask AGAIN! for the FIFTH time!   Seriously it takes $1000 to requalify for rouge and making a large purchase is violating the terms and conditions for personal use or whatsoever?  I didn't order 10 of each product. Sephora website said naked 3 palette is limited to two per person but I don't get to order even the promised quantity of two? Or did the terms and conditions said rouge cant order during sales period, that my $1000 purchase has to be made during non sales period ?I mean if sephora offers 15% off every month I won't have to make large purchase that may, in your terms, violating the terms and condition! I see rouge here requalifying for the rouge status in Feburary and I know many of us are holding back on our purchase becox we are waiting for the chic week. So is Sephora cancelling everyone's order or they just hate me?   I'm super disappointed after all the phone calls and amendments and I still have my orders cancelled.   No compensation or whatsoever is ever offered after all the trouble I have gone through. It's not my fault Sephora decided not to ship to a forwarding shipping company address (where my frd works and it's a tax free address) despite I actually have successfully placed an order sending to that address before and I have no trouble sending things to that address with other company. And now I have to send the items to another frd's address that means I have to pay tax and extra shipping so I can get the items to the address they were supposed to be sent to. So I respect it's your company's policy but you should have told me when you first cancelled my order instead of saying "it's for my safety since its not a residential address" and when I confirmed its ok over the phone and placed another order to that address, which was cancelled again of course, and call the hotline that I know it's becox you don't ship to that address at all!   And the third time is becox the billing address of the credit card doesn't match.For the record I have been using the same credit card information for all my orders in the past year and more than 20 of them had gone through without trouble. I dont know Wht has change but you know Wht makes me mad? I have been using the same credit card when Sephora cancelled my very first order and I have been calling to ask why my order was cancelled and the CS could have told me one of the problem is becox the billing address doesn't match.   And when I finally fixed the billing address my orders got cancelled again! And this time is becox my sister is using my credit to pay for her account (she doesnt have one) and it violate the terms and condition! She was using my credit card when the orders are cancelled becox "the billing address doesnt match" but NO, they didn't tell me at that time she can't use my credit card to pay for her account.   So basically I got cancelled FIVE rounds, and I had called FOUR times, (the FIFTH time tmr morning), each with DIFFERENT problems, when problem 1,2,3 can be solved in the FIRST phone call, and problem 4 can be solved on a SECOND phone call.   I have been trying to place order on 2 April and now, I still got NOTHING but emails of cancellation of orders! And some products are OOS!   I think I deserve a really good explanation! So much of being a ROUGE!  
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I have tried to place the same order ( in which I order four different items, for the record) twice now, three days apart. I get the confirmation email, then nothing. W... see post
Beauty Insider #
How do I link my insider card number to my account?
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Hi Yukiari,   I'll send you a private message to help you out with this. Please check your messages when you get a chance! see post
There is no tracking number on my recent order
There is no tracking number on my recent order and it does not say that it was shipped, even after the order was put in two days ago. The order is expensive and I would like to make sure it was shipped and on its way. For right now it just says pending. Help needed, thankyou!
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Hi RimaDhanani,   I'll take a look into this for you and send you a PM soon!  see post
Q. Can canadians use gift cards online?
If I am in Canada, Why can't I use my gift card online? The lady at my local sephora store said I could.
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dee1976 / NEWCOMER / answered
A. Yes...ridiculous indeed. Went to order products w my gift cards and they can't be used online, when the gift card says it can be used. Bad policy for customers; good pol... see post
Points from receipt?
Hello,  I purchased a product from Sephora yesterday, but I forgot to give my email. Is it possible to get points with my receipt?  Thank you.
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Hello StephanieBT,   I gave you a PM with my email and a picture of my receipt.   Thank you! see post