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Change my birthday on Sephora
love Sephora!!
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piscesalicia / NEWCOMER / replied
Could you please help me change my birthday to March 4th? I just realized that is the reason I can't get my birthday gift online. Thank you! see post
Undelivered Package
Hello, I placed an order on March 22nd and it's shipped by Canada Post. On the website, it shows that my package has been delivered on March 27th at 10:35 am into my community mailbox, but these two days when I checked the mailbox to see if it was in there, it wasn't. I contacted Canada Post but they said I should contact the sender. So can you help me to solve the problem so that I can get my package? Thank you very much.   Sincerely, Yumeng Li.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @YumengCrystal,   I'm sorry to hear this! I'll look into this for you and send you a PM soon.  see post
Sephora won't take my visa debit card, saying check your billing information or my security card but everything is right?
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Chanelle2,   I'm sorry to hear this! I'll look into this for you and send you a PM soon.  see post
LOST/STOLEN SEPHORA PACKAGE
I placed an order on the 22nd of March and my tracking number said it was delivered yesterday March 27th at 3:07 PM but I can't find it anywhere. The tracking information says it was left on the front door. The mail was brought in the apartments but no one saw the package. I already contacted my rental office and they said they did not receive anything and they would have been there at the time the package was delivered. Please help I contacted UPS and they are running an investigation and I am very upset because I was looking forward to using my Sephora products that I purchased. I do not have the patience to wait any longer. What should I do?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gigi97,   I'm sorry to hear you haven't received your package! I'll look into this then send you a PM to assist you further.   Always, Danee see post
VIB status not showing online! HELP!
I got my VIB card in store almost a month ago and it still is not showing up on my online sephora account. My 30 days is almost up and I want to be able to use my 10% off code, can anyone help me please?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mgseidel62602,   Yes! I'll send you a PM now.   Always, Danee see post
Didn't get points for purchase
I bought an item in a store, and i didn't have the Beauty Insider card with me but my number was taken as an alternative. I realized later that i had not received the points for the purchase. Is there a way i can get the points now?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi WhitneyP91,   I'm sorry to hear that! I'll send you a private message to help.   Always, Danee see post
Reward points after purchase
Hi,   I made an in-store purchase and forgot to show the staff my rewards card. Is it possible to add points after purchase? I have the physical receipt.    Thanks!
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @djolivia,   I'll send you a private message shortly to further assist you with this. :) see post
Points after purchase
Hi i bought a cosmetics 3 days ago, but the staff didn't tell me if i join beauty insider. so today i joined it on the internet. Can i add points after purchase on the internet ? Of course i have a receipt
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi zenniaa,   I'm going to send you a PM so I can look into this for you now. Thanks! see post
Unable to shop or go to Loves List
  When I click on my shopping cart I receive the following -   Bad Request Your browser sent a request that this server could not understand. Size of a request header field exceeds server limit. Cookie /n   Apache Server at *.sephora.com Port 443    When I click on my Loves List I receive a similar message that says 400 Bad Request.
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BEAUTY BOSS Sarrah89 / BEAUTY BOSS BEAUTY BOSS / replied
Mine isn't working either :(  however my list just acts like I have nothing on it, and that I haven't added anything to my list yet.  But when I go to products that we... see post
My package is missing.
Hi,   I've been trying to chat with customer support, but all agents are busy. I made two orders while visiting home last week- one was delivered with flash shipping and I received it with no problem. The other order says it was delivered, but it never showed up. I was home the entire time. We've asked the neighbors; nobody saw it. I don't know what to do. I am flying back to school today, and shipping is exorbitant to where I live. Even if we find the package, I don't know how to get it to me.    The order number is    Thank you for any help. Ashley King
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @ashleyk1,   I am sorry that you were unable to locate your package. I will send you a private message shortly so that I can assist you with this. Thank you.   ... see post
Sephora Affiliate US Program
I am with linkshare and I see you have two affiliate programs available, however they are not for the US.    Do you have a US one and if so, how does one join?
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Adorkablii / NEWCOMER / replied
When I filled out the form on Sephora.com I was told I already had an account. I didn't know Sephora was with Linkshare.    I went into Linkshare and saw there was one... see post
Why did Sephora drop Giorgio Armani Liquid Summer Bronzer?
So bummed--I just found out that Sephora stopped carrying the Giorgio Armani Maestro Liquid Summer bronzer, which is my absolute holy grail, and as far as I can remember very highly reviewed.  I emailed customer service to make sure it wasn't a system fluke, and they confirmed that they aren't carrying it currently or for the foreseeable future. Nooooooooo!! . Does anyone know why? Is Armani discontinuing this product altogether or something?
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BEAUTY CONNOISSEUR killerkate / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / replied
Hi Sian--I appreciate the response; I have tried the fluid sheers, and unfortunately I don't really enjoy the formula. :( I don't find them very similar to the maestro l... see post
Reward Concierge phone number not working
Hello, I am a Rouge client and recently redeemed points for an experience Reward.  I received the Reward in the mail, it consisted of a card with the directions to call the Reward Concierge to schedule my experience, and provided the phone number and the confirmation code.  I have called the number several times, it rings but then no one answers and the line is dead.  I then called the Rouge line for help, but they were not able to help me.  How can I schedule my Reward experience?  Thank you very much!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI @mberteig,    I'm sorry to hear this! I'll look into this for you and send you a PM soon. see post
I signed up for the Play box at the beginning of the month%2C but I haven%27t received my box. Is ther a reason%3F
I signed up for the Play box the end of February, beginning of March, but as of March 27, I have yet to receive my box. When should I expect it?
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MsLaurie94!   Sorry about any confusion! Let me take a look into this and I'll PM you shortly :)   Bisous,    Sian see post
Need help with Linkshare affiliate registration
Hello,   I signed up via the link found at this site, but that just gave me a LinkShare account, and when I looked for Sephora on there, I only see Australia and Brazil available. I am looking for the US .com site. Please let me know what to do.    Please help and thank you!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @gninsfran,   I'm sorry about that! I'll look into this and send you a PM soon. see post
ORDER STATUS: Unsuccessful Authorization
Hi there! I placed an order yesterday (paid via paypal), and checked today - order status is changed to unsuccessful authorization. However, my paypal account was charged anyway. Can you please help with this issue. Thanks!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @nailag,   I'm sorry to hear this! I'll look into this and send you a PM soon. see post
ADDING VIB CARD TO APPLE WALLET
I have an iphone 7 running ios 10.1.1. I have the sephora to go mobile app on my phone. Older versions of ios supported Passbook, my VIB card was added to passbook and it was easy to add coupons from emails (such as the 20% off sale one). Passbook has been replaced with Apple Wallet and my rewards card is no longer listed. The Sephora mobile app is on the list of apps that work with Apple Wallet and I should be able to add my rewards card as well as my sale coupon, but there is no option to. I have tried scanning the barcode from the coupon email, but it will not scan.
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BEAUTY RESIDENT queenmyst / BEAUTY RESIDENT BEAUTY RESIDENT / replied
it just displays my points and barcode...there is no add button see post
Link VIB Rouge Card to my Sephora Account
Ive seen this question posted, however have not found a definitive answer.  Would someone be so kind as to letting me know if this is possible to achieve without calling the 1800 number ? 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @ProAshleyNicole,   I will send you a private message so that I can help you with this.    Best Wishes,   Janean   see post
Order Status : Unsuccessful Authorization
Hi! Yesterday, I placed an order and today I checked the status and it says: unsuccesful authorization, why?     
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KariSE,   I'm sending you a PM to assist you further!   Always, Danee see post
Flash 2 day shipping - late
I thought flash 2 day shipping was supposed to take 2 days... I placed my order on March 23, but the tracking info says my order won't arrive until March 28. Since I placed my order late on March 23, it should be arriving on March 26... and as of today (March 25), it looks like my package hasn't even moved in nearly 24 hours. What's up with that?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi searena,   I'll be happy to look into this for you! I'll send you a PM shortly with more information.   Always, Danee see post
Online Sephora not working!
Sephora website is buggy! Unable to view orders or checkout, I am using chrome browser. This problem seems to persist almost 10 days now. I placed a phone order as I could not checkout past week but even that is not delivered. Is anyone else have this trouble with online SEPHORA? It repeatedly asks me to enter username/pwd but does not take me to product purchase history nor allows me to place new orders. Can someone say when the website will become decent to place orders and view existing orders/order history?
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M0rales1 / NEWCOMER / replied
Unable to purchase in app or site. With or without gift cards, debit cards or PayPal! So frustrating!! see post
Linking my VIB card to my online account!
Hello, I would like to link my VIB card to an online account. How do I do this? Thanks!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nanabo77,   It looks like your accounts have already been linked together :)   Always, Danee see post
OnTrac Shipping?
I am highly concerned that my package is being shipped through OnTrac instead of UPS. I've had tracking issues with UPS, but seeing the yelp reviews on OnTrac scares me. Is Sephora trying to save money by doing this? It already concerns me that there is no estimated date/time of arrival. Maybe it's too soon to tell, but I'm wondering why not UPS?
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BEAUTY BRAINIAC Candlelight / BEAUTY BRAINIAC BEAUTY BRAINIAC / replied
Randee--   Many in the Sephora customer base are pleading for the company to please stop using OnTrac for West Coast deliveries. Their service is a disaster, as eviden... see post
My March 2017 Sephora Play Box is missing%3F
Hello!   My March 2017 Sephora Play box said it was delivered on March 15 but it is nowhere to be found... i just wanted to know if there are any possible solutions for this? I'm sure it has gone missing because it's been 10 days since it has been supposedly delivered...   Thank you so much!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Startina, Oh no! I'll look into this for you and send you a message with more information. see post
Rewards Bazaar Marc Jacobs Framed Face Chart
I received my Marc Jacobs face chart today and I am completely disappointed in the misrepresentation of this reward.  What was originally anticipated to actually be personalized and framed turned out to be a print with no actual makeup used (like a normal face chart would be), cased in a plastic sleeve and sent in a yellow envelope!  The fact that we were refunded a pity of 1,000 points for the initial misrepresentation does not make up for what was received in the end!  My "personalized" note said exactly the same thing as posted by another person who redeemed this reward, but my name was not even spelled correctly.  My original complaint to customer service went unanswered and I would really like a response this time as to how Sephora plans to make it up to the loyal customers who used so many points to get this reward.  My 1,000 points would have been much better spent on the engraved lipsticks or many other rewards that caught my eye, but I was expecting this to be something unique and personalized that was of more value!  
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Productwhore35, I'm sorry to hear that! I will send you a message with more information.  see post
New Website
What's the deal with your new website? Many links are broken or take me to blank pages. The menus drop down for a micro second.  I have to try several times before I can grab a link (that is then broken or a blank page).  Even my Beauty Talk links are broken!  However, Beauty Talk is the only thing that seems to work moderately well if I can get past the screen not scrolling or scrolling significantly past the next item.   I hope this is just a test run or an anomaly that will be fixed shortly (like within the next few hours).  I don't normally complain, but I don't like change and I don't like change that doesn't work.
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BEAUTY RESIDENT Angelbeauty4me / BEAUTY RESIDENT BEAUTY RESIDENT / replied
I have given up trying to shop on the site. It is soooo slow. Fix it!!! see post
Lost package 😫
I never recieved my sephora package.!😭😭
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Michelle717,   I'm so sorry to hear that! I'm going to send you a PM now so I can look into this for you. Thanks! see post
My order is not sent and money is written off from the account.
Good afternoon! My order is not sent, but money is written off from the account. Please solve the problem. Refund or send an order.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mariyam1689,   I will check on this for you and send you a PM soon with more information! see post
Unsuccessful Authorization
Hello, I recently placed an order and when I went back to the page to check the progress I discovered that my order was cancelled and the reason stated was "Unsuccessful Authorization". I don't know what this means and I am unsure of what to do now as I know my payment method was valid. Help ?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Carolineshea45,   Sorry to hear that! I'll look into this for you and send you a PM shortly. 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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Mioxia / FRESH FACE / replied
When am I supposed to get my March samples? This is my first month and I am getting worried that their was a problem?   see post