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Beauty Board
I've recently been trying to upload my looks to my beauty board and they have either completely disappeared from the community board or from my profile all together. 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi GypsieElf,   I'm going to send you a PM now so I can look into this for you. Thanks! see post
I DIDN'T RECEIVE THE SAMPLES I'D SELECTED WITH MY ORDER, NOR DID I RECEIVE THE ONLINE PROMO CODE THAT I ENTERED?
I just received my order placed on the 16th, and it didn't have ANY of the samples I selected at checkout included, nor did it apply the promo code that I entered. The only sample that came correctly was my birthday sample set, since it was my birthday month (Tarte lip and cheek set, which I love). I know I'm having a first world moment being sad about my missing samples, but I was excited about the ones I selected, and I can't use one of the three sent to me because of allergies. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MissyNeens,   I'm sorry to hear your three complimentary samples and promotional offer were missing from your package! I'm sending you a private message to assist... see post
Wrong samples sent
I recently placed an order and did not receive free samples I chose. I was given 3 other samples that I did not want to try. I ordered again today and selected 3 samples but I'm afraid I won't receive the correct samples again. I am noticing that my packages ship from the Utah Warehouse and see that it is a consistent issue with other orders from this same warehouse. Why let buyers choose samples only to receive something completely different?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jenatchue,   I'm so sorry to hear you didn't receive the samples you were expecting. Sample substitutions will be made when the preferred samples go out of stock ... see post
Continuously Receiving the Wrong Samples
For some time now I've noticed that I rarely receive all or sometimes any of the specific samples I request with my orders.   I would totally understand if this was always due to the simple issue of them running out of stock, but I've paid close attention recently and that doesn't seem to be the cause; take a recent order I placed   as an example:   I requested a sample of the Becca Shimmering Skin Perfector in Pressed Opal (which I was really looking forward to as I love Becca products). I received this package today, and it did not include this sample; it was replaced by something else which I have received before and really don't like / will never use. However, I know this sample is still available because I went to place another order today for something I forgot, and the sample was still available to select - 3 days after I originally placed the order below.    I also didn't receive the Replica "At The Barber's" scent sample, though that one is still listed as an available sample on your website today too. I think the order below may be the second one I've requested that particular sample in, and still have yet to receive it at all.    Can you please investigate as to why I don't seem to receive the right samples anymore even when they are still in stock? Is it a processing issue you have that affects more customers than just myself, or somehow something specifically wrong with my account?   In case it's relevant, I believe this started happening around the time that we were able to select 5 samples for an extended period. However, even once we changed back to only receiving 3 samples, I'm still not likely to get the ones I request.    I definitely appreciate that samples are a free thing and Sephora isn't obligated to provide them, but it's a bit damaging to the overall experience of being a loyal Sephora customer to have this keep happening, especially when it used to be so much better. Plus, it's defeating the point of giving us samples to get us to buy more things when you don't send what we're clearly interested in.    Please let me know if you need more information from me to help resolve this. Thank you!
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Jenatchue / NEWCOMER / replied
I have experienced the same issue on my last order from Sephora on February 15. None of the samples I requested were included in my order. My order has also shipped from... see post
Can't get postal code too work....help!!
Hi , I'm ordering a gift for a friend to Ireland and it wont except any postal code i enter so i cant enter my city or state, need the gift by friday please help!   Ciara
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cici96!   When you are attempting to checkout, are you selecting international shipping? If not, you can do so by clicking on the "international shipping" button ... see post
Rewards Bazaar Issue
I already posted in detail about my issue here :   http://community.sephora.com/t5/Beauty-Insider/Sep hora-Rewards-Bazaar/m-p/2703723/highlight/true#M96 ...   But I was hoping a mod could PM me regarding the best way to proceed.     Do I need to talk to the Bloor St store, the person at Kendo Brands that booked my appointment, or someone else about getting my gift card situation rectified?   Thanks.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mochapj,   I just read your post on that thread and will be sending you a private message shortly to assist you with this!   Always, Danee see post
Missing products
I received my PLAY! box yesterday. I was on the waiting list for almost a year. Unfortunately the Lip Injections and the NARS lipstick was missing from my box Can someone please email me please. Thank you
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @TNTMom727,   I am very sorry about that! I will send you a private message so that I can help you with this. Please check your messages shortly.    Best Wish... see post
PLAY! Box
Hi, so I recently had to get a new debit card because I had lost my other one. I missed out on the January box because I had forgotten to update my card. I Updated my card and I've been getting emails about the February box but I haven't been charged. I was really looking forward to this box, I just want to make sure that I'm getting it. 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Ali112,   I will send you a private message shortly with more information. Thanks!    Best Wishes,   Janean see post
Purchase Made with Gift Card Put On Store Credit Upon Returning
Hello,   I am a loyal Sephora customer who does the majority of my shopping with your company online. This is due to the fact that my local Sephora does not have near the selection of point perks that are offered online and does not offer samples like the 3 offered online, and also does not carry most of the products I love and repeatedly purchase in-store, (mainly Drunk Elephant, which is not in Canadian Sephoras and makes up the majority of my Sephora purchases).   I received a Sephora gift card for Christmas and made a purchase online. I swatched the product after receiving it and found it was not a match, so I brought it to my local Sephora to return it. Upon doing so, the sales associate that rang me through said that it had to go on store credit and could not be put back on the gift card. I asked her if store credit was the same as gift card and she said yes, which I found out is not true as store credit cannot be used with online purchases.   Is there actually a legit policy that states any returns made to Sephora that were purchased by gift card must be put on store credit? I am just struggling with the idea as I know it is logistically possible to put it back on a gift card as that is what any other store I have shopped at has done. The other reason I am so frustrated by this is that the item I want to spend this money on is from a brand that is strictly sold online (Viseart) , and I don't want to purchase something I don't truly want just because this money is now no good online.   I am not trying to be rude here, there is a reason I am loyal to Sephora because I love the products you offer, and any other time I have done in-store shopping at my local Sephora all the sales associates have always been so welcoming and amazing, and the on-line customer support has always been good to me as well. The associate who rang me through was not being rude to me either, she just did not give me any choice of having it put back on gift card nor did she provide an explanation on why it had to be put on store credit.   I am just looking for a little help in regards to someone explaining to me whether this is something that should've happened. Is this a policy that happens in every single store and something that all employees must do, regardless of whether the purchase was originally made with a gift card and receipts and original packaging were provided upon return? Is there any way I can get this put onto a gift card instead? Again, I am not looking to get anyone in trouble, the girl wasn't being rude, and if it could've been put on a gift card, it is always possible that she wasn't aware of it and thought she was doing the right thing.   Thank-you in advance!
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EmmyLove,   Thanks for reaching out to us and I'm truly sorry to hear about the confusion regarding your gift card. We suggest reaching out to your Sephora store ... see post
Order issues: Wrong Items and Broken Shadow
I just recently ordered the Kat Von D Shade+Light  palette and her liquid lipstick in Hawkwind. The large shade Laetus was crushed and Samael was chipped. I also received the shade Dammed instead of Hawkwind. I've placed orders before and have never had this kind of issue.  
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @BB112,   I am very sorry about that! I will send your a private message so that I can help with this.    Best Wishes,   Janean see post
Returns online
Hello, So I noticed when I return an item via onlin  you get to track it but ive had times where down the line i would want to return another item from the same order but im unable to track it that second time with the site still showing when the first package arrived. Is there a way to see that second time as well or because its under the same order it wont show?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi PerplexedAlex,   Your return can always be tracked by inputting your order number in the empty field in this link, and the second return will usually show up on a... see post
Reviews
How do I locate product reviews that I have posted? 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @AshleyNovak,   You can see the reviews you posted under your Beauty Talk account at the bottom. Please let me know if you are still unable to locate them. Thanks... see post
Sephora play 50 point card
I went in today to redeem my 50 bonus point card from my play box. The associate at the register told me she would go ahead and give it to me anyway as the company hasn't been very open in letting people know but that in the future you now have o buy a full size item from the play box to redeem the card. She was very nice about it and gave me a small sample as apology which was nice. Is what she is saying true? The 50 bonus points has been a reason to go in and buy something each month. Like today a metallist liquid foil lipstick. However if this is indeed the case, there are months where the bonus points are going to go to waste as there isn't always something I want in full size. I get why they would like to do it his way but it seems this policy change if indeed it is true would hurt sales instead of help. I'm sure I'm far from being the only one who won't go in monthly now to unit something to use the card. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hopeful4,   I can double check on this for you! I'll let you know once I have a confirmed answer.   Always, Danee see post
Package Is Still Missing, Can Someone Please Help??
Hi all,   I received the delivery confirmation for my latest Sephora package days ago, but the box itself never appeared - it was either delivered to the wrong location or stolen! My neighbors don't have it and I've looked everywhere. I posted about this two days ago and received a very helpful PM from a mod (MariekeBT, who was lovely,) but she said to contact another mod for faster help because she was going to be away - I don't know another way to find a mod, tried reaching out directly but didn't hear back. Is there someone who can help me get this package redelivered?? Please!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jzbel411,   I've received your private messages regarding your lost package and will be responding shortly!   Always, Danee see post
What does Unsuccessful Authorization means?
What does Unsuccessful Authorization means? Why is my order being cancelled? How can i solve it? Do i need to reorder or something??
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jann9,     I'm sending you a PM to assist you further!   Always, Danee see post
ANNOYED Utah shipping always gives the wrong samples can we fix this issue?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi stelladee,   I'm sorry to hear you received the incorrect samples although the ones you selected at the time of checkout appear to still be available on our websi... see post
PLAY! By SEPHORA Box Versions: Your Questions Answered
Hi PLAY! by SEPHORA subscribers,   Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!   Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.   Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.   Q: How does PLAY! by Sephora decide which products to send to subscribers each month? A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.   Q: What if I don’t like the products I received in my box? A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home. OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or playhelp@sephora.com.   Q: What is the PLAY! PROFILE and how do I update my information? A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.   Q: What if one of the products in my box is broken, damaged or missing? A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at playhelp@sephora.com. We’re here to help!  
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SIGHTSEER jodifur / SIGHTSEER SIGHTSEER / replied
Why cant you opt out of perfume.  I have a million perfume samples and don't like any of them? see post
Unable to receive emails from sephora
I keep getting subscribe from email.  Called twice customer service they subscribe me but it goes back to unsubscribe.  I keep subscribing but it changes back.  Need this problem resolve not getting my order confirmation, tracking, promotions, etc. Need problem resolve.  Thanks
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BossyDi,   Sorry about that! It looks like our IT team is currently reviewing your account, and this should be corrected for you within the next few weeks. Thank ... see post
What does unsuccessful authorization mean?
What does unsuccessful authorization mean?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi arthyt,   I'll take a look at your order then send you a PM with more information!   Always, Danee see post
My Package Is Missing!
I have been eagerly awaiting my latest box from Sephora and was excited to see it had been delivered yesterday in the early afternoon - however, when I checked it was nowhere to be found? I looked everywhere, and checked with my neighbors as well, but no luck. I don't know whether it was delivered somewhere else or stolen. What can I do in this situation??With the items I bought, plus some rewards points I redeemed and samples, there should have been 12 items coming, and I would still very much like to have them! 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @mztm,   I'm so sorry to hear this! I'll send you a PM soon about this too.  see post
About Order
I made an order from Sephora 3 days ago, and I just wanted to see how the order was going by checking the tracking process and it said "Undeliverable - Need Gate Code" and it said Burbank, CA. I just want to make sure I understand that my order isn't being delivered to Burbank since that's not the address I ordered my order to be delivered to.   (Note: I ordered something else about a month ago with no problems about it being delivered, so I just want to check that there isn't anything going wrong with this one given what it says currently.)
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jiskey1215,   I'll be happy to look into this for you! I'll send you a private message shortly with more information.   Always, Danee see post
Becoming an Affiliate
Hi there,   I'm trying to apply as an affiliate. I already have an account with rakuten but when I search for Sephora, it doesn't bring it up. Any suggestions? Thank you
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi deidree,   I'm sending you a private message to provide you with more information!   Always, Danee see post
Play box
I just signed up for the Play box subscription Feb 17th. Will I receive the Feb box since they haven't been shipped out yet or will I have to wait until the end of March to receive a box?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Kristind25,   As you signed up after the 1st of the month, the first box you will be receiving is the March box! Please feel free to send me a PM if you have any... see post
Not receiving emails
Hi.  Since November I have not been receiving Amy emails.  I contacted customer service back in December and was told that I unsubscribed to emails, but I never did.  They reset my email account and said I should start getting emails again, but never did get any.  So I resubscribed, but it seems that I have to resubscribed every week because every time I check my account I am unsubscribed.  Can someone please check into this because I would like to start getting emails again.  I had been getting emails since 2006 when I signed up, but something changed in your system and have been having problems since November.
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BEAUTY BUFF Beth530 / BEAUTY BUFF BEAUTY BUFF / replied
Hi Zanna,   i am still ill not receiving any emails.  I rechecked my subscription status and it was once again showing I am unsubscribed.  It seems that every Sunday I... see post
I am a VIB member, and it works when I shop in stores, but online it doesn't work at all. ??
I get emails about my VIB points and rewards to use them online but it doesn't work. What do I do?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @NorthernGirl18,   I'm sorry to hear this! It sounds like you may need your accounts linked, I'll send you a PM soon. :)  see post
Marc Jacobs (2,000 point) Face Chart Perk
What information about you does the artist use to select the customized colors? A picture? Skin tone, hair color, etc.? Is the sketch customized to look like your face or just a generic outline? And does the chart come with the products that are custom selected for you? Or only the mascara? Thank you!!
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BEAUTY MAVEN Mesmarian / BEAUTY MAVEN BEAUTY MAVEN / replied
Did any of you get the reward?  After realizing it had been a while since I had heard anything about it, I sent in an email, and got back an apologetic response saying ... see post
Linking Accounts
How can I link my online and insider accounts?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ChelR,   I'm happy to help with this! I'll PM you in just a moment for more info. see post
Missing item in Sephora Play box
I received my Sephora Play box in the mail today and the Too Faced Lip Injection is missing from my box. 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @bertina!   I'm so sorry to hear that! I'll PM you shortly to further assist you.     see post
Payment Rejected
Hi !   My payment got rejected by Sephora and in the email it says that Sephora was unable to confirm the payment information, but when I check in my BOA (Bank of America)  account, my money got deducted.   Also I spoke to BOA representatives and they said nothing was wrong with my card and payment. Payment received (I made online transaction while talking to BOA representatives and they confirmed that my payment went through.   But like 15-20 minutes later, Sephora sent me an e-mail and said it got rejected. Anyone experiencing with this? FYI my BOA card is a debit card.   It's really frustrating because I've tried to make my purchase like 5-6 times and the result was still the same.   Ps : I am a VIB rouge member.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AnnRachelCJ,   I apologize for any inconvenience caused and I would be happy to take a look at this for you. I'm going to send you a PM now so I can assist. Thank... see post
GIFT CARD BACK
I used a gift card in my last order (january 20) and the status of the order is:  Unsuccessful Authorization (the status in every item is canceled). How can I get the money in the gift card back if I don't have the card anymore?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @ndrr703,   We may be able to place the funds on a new gift card or we can place it on your account as an online store credit. I'll look into this and send you a ... see post