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Customer Service
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
hi. i made a purchase yesterday but did not have the card with me to show it. can i still get points on my purchase?
Customer Support
How do I connect my Sephora VIB card that I got in a store in Canada to my online account?
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
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?
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
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
Hi!   My husband got me the Hourglass Ambient Lighting Palette as a present in our recent trip to NY. He didn't use my card (nor did he get offered to open a new one so he didn't link the purchase to any account). How could I link that purchase to my Beauty Insider account to get the points?   Thank you so much!
Customer Support
I didn't get any beauty insider points for any of my purchases that I've made. I've only bought things at the Sephora store not online. Is there something I can do to get my point?
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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
Hi there,   i recently made a purchase so that I would qualify as a VIB, but I am still showing up as just a beauty insider. When can i expect my VIB points to go through??
Customer Support
Hi there! I'm wondering why my beauty insider points aren't showing up online?  I've never shopped online with Sephora, but am a frequent customer at my local Sephora store.  I know I do not have 0 points (like my online account shows) because I just became a VIB at the store.  I'd appreciate any helpful response. Thanks!
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. 
Customer Support
Hi! A few weeks back I made an instore purchase of the UD All Nighter Spray, and a Sun Safety Kit (I was so shocked to find these still in store!!!). When I go to My Purchases on my account, only the All Nighter spray shows up, not the Sun Safety kit. Is this just because it isn't available online anymore? Just want to make sure it is counting towards Rouge...I am embarrasingly close to qualifying so every dollar counts!   Thanks, Laura
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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!  
Customer Support
I bought nail polish in store with my beauty insider card but the purchase isn't showing up in my purchase history. I bought it on Saturday and now it's Monday. I want to receive my points for this purchase. Any help would be appreciated.
Customer Support
i purchased a product yesterday at sephora store, i got the wrong shade for my concealer, can i exchange it
BT Support Q&A
I had recently become VIB in a store and just got an online account. How can I merge the two together?
Customer Support
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I recently became vib through online sephora.  Was I supposed to get some sort of discount or kit or am I wrong?
Customer Support
My birthday is this coming Tuesday,  and I double checked my account only to see that instead of July 22, it say said January.
Customer Support
i rarely return products, i purchased two perfumes in two separate orders, the SA was really nice, but confused. i showed her the mail on my phone that has the receipt and the packing slip, but for she asked for my ID and i told her that i have the receipt but she said she will need it to match the information on the credit card since it has my mom's name. she was super helpful BUT she did a return w/o receipt!! im so disappointment   It will be extremely helpful if someone could tell me what number should i call to unflag the return w/o receipt from the system, i can prove it
BeautyTalk Support
Today at the store i was told i had 150 beauty insider points. I didnt redeem anything .,when i login to my account it says i have o points. whats going on
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Customer Support
#VIB perk alert: your #Skinstant Transformation can be found in one convenient sample bag. Use code VIBINSTANT* at online checkout.   *Samples will vary in Sephora inside JCPenney and Quebec stores. Offer is available online or in Sephora stores with any merchandise purchase of $35 USD or more. One per client, non-transferable. Must be VIB to redeem offer. Valid while supplies last, quantities are limited. Not valid on previous purchases or purchases of eGift certificates and gift cards. Cannot be used in conjunction with other promotion codes. Sephora employees are not eligible for offer. No returns or exchanges. This offer is subject to change, alteration or termination by Sephora at its sole discretion at any time. The VIB Skincare Sample Bag includes the following samples: Algenist Algae Brightening Mask (0.1 oz), Fresh Black Tea Instant Perfecting Mask (0.13 oz), Clinique Moisture Surge Overnight Mask (0.1 oz), GLAMGLOW BRIGHTMUD™ Eye Treatment (0.35 oz), First Aid Beauty Skin Rescue Purifying Mask With Red Clay (0.27 oz), Kate Somerville ExfoliKate® Intensive Exfoliating Treatment (0.07 oz), Bliss Micro Magic Spa-Powered Microdermabrasion Treatment (0.07 oz), Dr. Dennis Gross Skincare Alpha Beta® Peel Original Formula (1 set), Bliss That's Incredi-‘Peel’! Spa-Strength Glycolic Resurfacing Pads (1 peel), and Lancome Visionnaire 1-Minute Blur (0.1 oz). Learn more about the VIB program at any Sephora store or online at Sephora.com/VIB. TO REDEEM ONLINE: Enter code VIBINSTANT in the promotion code box at checkout. TO REDEEM IN STORES: Mention or present this post.
Customer Support
Unfortunately I no longer receive emails from Sephora unless it's a notice for an online order.  I have verified my email address and checked to make sure they are not going to the spam folder.  I have called your customer service and they verified my email address and checked my settings but I am still not getting any notices.  Can someone please help?  Thanks.
Customer Support
Recently I popped by my local Sephora (Montréal, Ste-Catherine) to play the "should I make a change or repurchase" game. I am troubled by my skin and play this game often when it comes to skincare; I wanted a second opinion.   I approached a cast member in the skincare department with my burning dilemma to which she responded by making a weird expression and pushing past me to greet her friend who had come into the store. I thought her behaviour was extremely rude and walked to another department to browse and cool off. I regrouped myself, went back into the skincare department and tried to sort out whether to buy the Dr. Jart+ Premium (my usual choice) or Black Label Detox BB cream on my own. After a few minutes the same cast member came by and said, "Now I can help you!". I declined her help because I didn't want to be near someone like that. She began to insist,  tell me I was wrong for finding her behaviour rude, and then snidely confronted me about the situation in a loud voice. I politely maintained that I no longer wanted her help.   Shortly after, the manager of the skincare department came over to ask what had happened. As I normally spend $300- $500 a month there for my boyfriend's skincare needs and mine, I'm well known in the store. I explained the situation, the manager profusely apologized, said the cast member would be reprimanded for her rudeness and sent me someone who had no idea about the products to help me. The man she sent over was completely lovely but didn't have a clue about skincare. He wasn't in the normal Sephora uniform, I think he might have been a guard or a trainee? I really wanted to know the difference in sunscreen and which was better suited for my skin. We spent about 10 minutes reading packaging together, and because the SPF isn't marked on the full size packaging (but is on the sample in the set I purchased not long ago?!?!), I gave up trying to figure it out, and decided to take a chance on the Detox. Once I was in line to pay, she brought over a small Amore Pacific gift to apologize. This was very nice of her, and did help make me feel a bit more valued, but I left the store altogether confused, upset and possibly with the wrong advice.    Can someone help explain which would be better for my 30 year old, sensitive, dry, and acne prone skin? 
Customer Support
Hello! Sephora sent me an email saying that my order has been cancelled "For your own security and protection, we have cancelled your order because we were unable to confirm your payment information." but my credit card info says that the payment has been done already, so I have paid for my products. What is going on? please help me
Customer Support
I just became a VIB Rouge member upon making an online order. I received the welcome kit but not the actual VIB Rouge card. Should I go to my nearest Sephora to ask for one?
Customer Support
The website states that gift cards have a 16 digit card number with an 8 digit pin. The card I received was a 19 digit card number with a 4 digit pin. I called the number on the back of the card where they told me the balance and that it was active but they could not help me complete the order and to call another number. The other number could not help because it was not a JC Penny gift card.   Any help is appreciated.Thank you
Customer Support
I have an old Sephora inside Jcpenney gift card that I purchased about two years ago, and unlike the new gift cards, it has a 19 digit card number and 4 digit pin. Therefore, I can't use it to buy anything manually online. The gift card associate told me I could place an order with the help of a customer service representative, but then they told me it wasn't possible. The items I would like to purchase aren't available at my local Sephora - any advice?