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order delivered but did not receive anything!
Hello, I just checked my order status and it says it was delivered today april 27th at 11:59 am but I checked everywhere and nothing was delivered Usually when I order something, canada post puts in a parcel locker in the first floor of my building and they leave me a key to pick it up. I did not find a key nor a slip with information on where to pick it up but it says it was delivered
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beccaSalas / NEWCOMER / replied
Same thing happened to me :/ see post
order says delivered but I dont have it?
ok so ,I just checked my tracking on my recent order and it says It was delivered. But I never got it? I'm not really sure if my mailman misdelivered it or what? is there insurance on the packages you guys send out? any help is much appreciated.
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beccaSalas / NEWCOMER / replied
This happened to me today as well  see post
Customer Service
I'm a loyal Sephora customer I've never had any problems with this company until today. On April 20, 2017 I ordered the ABH modern renascence plates and a few other things and was shown to be delivered to my house on April 26 . On tracking my package it shown the package was just arriving to my city and wouldn't get to me until today the 27th which is fine total understandable. but today the package I got a notification saying my package was in its was and should be delivered soon. So a few hours later I tracked it and it showed it had been delivered on my front porch and in actuallity it wasn't there and I checked the mail box nothing the box was no where to be found so I called Sephora and they were no help so I called UPS and they called Sephora and made a claim. This is becoming such a hassle when I just wanted some makeup to make me feel better about myself and just add to my collection. So moral of the story I'm not upset im just trying to get my products that I paid for and maybe help out anyone else this might happen to. 
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Flash Shipping
I placed an order on Monday around 9:45am. I received an email Tuesday around 11:30 am that the order had shipped. The expected delivery isn't until Friday. How is this 2 day shipping?? This isn't the first time either!
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paigehawk / NEWCOMER / replied
I hear you. I ordered something last week and as of today it is still "in process". At this rate it will be almost 2 weeks from order to delivery. I'm beyond frustrated.... see post
Missing package/ NO refund from CS
Hi during the April Sale last week I placed 2 orders that were supposed to be getting here on Friday. I searched high and low for the whole week, asking around 2 streets down to see if some packages got delivered to them instead. I called on Monday and they reshipped one of the packages out to me. The other one they need to confirm with Ontrac. I called back today after being  placed on hold for a good 20 mins, the guy on the phone said it was a business decision not to refund or reship the package to me. I'm very annoyed. A business decision not to refund it  or getting the item to me? I'm sorry what. I spent over $2000 in Sephora last year. This isn't the customer service I expected. Can anyone please look into it? 
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Wrong email linked to account?
Hi! I think the cashier at the Sephora I go to got my email wrong when I signed up for the card a few months ago, so now I had to re-sign up online to post this. Would it be possible to fix this? My name is in your database with a card attached to it already that I got in a store, but I don't know what email is there since there was a mix-up. Thank you so much!
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @HannahPuhov,   I'm more than happy to look into this for you! I'll send you a pm shortly :) see post
Misadvertised product
I recently purchased the Benefit kit Sunday my prince will come which includes a Galfornia blush. My blush doesn't have the gold overlay on it reason I bought to begin with. My question is did I get a bad blush or it got missed somewhere? Your assistance is appreciated.
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi melash!   So sorry for any confusion. The travel-size Galifornia blush does not have the gold overlay.    Rest assured, the application and color payoff is th... see post
Can I use a visa/MasterCard gift card to pay my order?
Can I use a visa/MasterCard gift card to pay my order? I'm just a 16 year old girl trying to get into makeup and my mom doesn't let me use her credit card lol so I was wondering if that method of payment is accepted before I go ahead and buy the gift card.
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kassietchi / NEWCOMER / replied
Okay thanks! I also have another question. On the sephora app it gives me an estimated total in my cart. Is that what I'm gonna end up paying? Or is there any chance it ... see post
beauty insider card and account
hi, could I please link my beauty insider card and online account? thanks!
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lenajuice / NEWCOMER / replied
I have the same problem! Help please ;) see post
Exchange
Hi just recently receive my order from the Viv sale and I purchase a CC cream and unfortunately the shade is too dark for me will I be able to go to store and ask for an exchange for a different shade? Thanks so much! - Marie
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HALL OF FAMER lylysa / HALL OF FAMER HALL OF FAMER / replied
Hi, Mariemgm!   Per the Sephora return and exchange policy:   2. Sephora.com Returns to Store Locations Visit any free standing Sephora store to return an item purc... see post
miss item from order
I received my order today, item # 1877224 , no foundation there, sent me empty box. No sephora in my city, what should I do? 
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JaidiaLaeh / NEWCOMER / replied
I'm also missing my rubber mask I ordered from Sephora  see post
In Progress
I placed three separate orders on April 24, 2017. 2/3 of the orders have already shipped, and I already received one of them. However the second order that I placed is still "In progress." Flash shipping shouldn't be affected so what's the cause of the delay? Last time this happened during the VIB sale my order was cancelled for no reason, and some of the products I tried to purchase were sold out. I'm worried that it's going to happen again. 
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BEAUTY MAVEN skk012 / BEAUTY MAVEN BEAUTY MAVEN / replied
I know that I won't be charged for an out of stock item, because I was, that would be stealing. What I'm concerned about is my ordering being cancelled for no reason, li... see post
Missing Lip scrub from my o
I just received my order and it does not include the lip scrub. Will I be getting this in a separate order? I have not received tracking or any notification about this. 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @pecanmomo,   I'm so sorry to hear that! I'll send you a pm to further assist you. :) see post
Complaint
My order was placed 4/24 and has yet to be processed, when I spoke with customer service I was given zero information, and a condescending attitude. Unacceptable! I actually needed this order as a gift to someone for this coming weekend, with having your "flash shipping" I assumed this wouldnt be such an issue to have by Saturday. I informed the customer service rep that I needed to cancel my order since it looks apparent that it wouldnt be in my possession in time. I was told, "No, you cant cancel the order since it is still processing". Mind you, she did nothing to find out when processing of this order would complete, and when I asked to speak with someone else, I was told that everyone would give me the same answers. This is such a disappointment as now I dont have the gift, nor the returned money to repurchase the gift in-store. This was a very unpleasant experience. High volume= 2-4day processing, but its been 4days and I still cant get any answers. When I tried to send Sephora an email on the situation, of course it somehow doesnt go through...
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi msladi,   I'm so sorry to hear about your experience and we sincerely apologize for the order delay! What you were told is partially true in that our Distribution... see post
Missing all samples
I received my order today and all three free samples were missing - I understand mistakes can be made but was looking forward to trying them. Please help me with this issue!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jensago,   Oh no! I'll look into this and send you a PM soon. see post
return shipping
So I mailed my return item two weeks ago, and it finally arrives at Sephora warehouse today. Because somehow Canada post manages to lose the package and I have to open a ticket search for it.......   I want to know how long it takes for Sephora to process the return item and do I get a confirmation email when it does?  
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @hezhiweitian,    I'm so sorry to hear this! I'll send you a PM so I can help you with this. For reference, it can take up to 30 days for your return to be proces... see post
My order is still processing almost a week later?
I ordered some items during the Spring VIB 15% off sale on April 21 and I still haven't received a tracking number or a ship date. It's coming up on almost a week since the time of order and theres still no update. It's all very frustrating and I honestly regret ordering online. This wait is ridiculous especially when this is my first time using the website to shop. Now I know to just go in store versus order online. Has anyone received their products yet? Has anyone received a tracking number yet? Or did the package just magically arrive at your house?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jessmonosmoke,   I'm sorry to hear this! We are currently experiencing a 2-4 business day delay at our warehouse due to the high volume of orders placed during t... see post
Missing samples
    Order received today. Missing all three samples. I totally understand when one or two samples were replaced with others when they were out of stock, but getting no sample at all is just unacceptable. I had been looking forward to try those samples since the purchase was made. Very disappointed.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Livia1020, I'm sorry to hear that your samples were missing from your order. I will send you a message to help. see post
ORDER ISSUE
My second last order I ordered the becca pearl highlighter however it arrived smashed,l I figured it was just it being pressed and fragile or a rough mailman lol, I still use it anyways but then my last order I placed was during the VIB spring sale I ordered sunset cove and sea siren in the new stila eye shadows however when I got them yesterday i noticed the difference right away only because sunset cove has air bubbles in it and at first I thought maybe I didn't shake it good enough but it still happened it's only little over half filled compared to sea seen which is completely filled.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SephoraAustin, I'm sorry to hear that! I will send you a message to help. see post
package delivered at 9:15pm?
I just checked the delivery of my sephora package.  Apparently it was delivered to my house at 9:15pm tonight.  When I went downstairs at 10:20pm, it was not there.  I've NEVER had issues with UPS or USPS, but Sephora used a new shipper this time.  I am missing my package!  I filed a police report because it is no where to be seen and the shipping says "delivered at front door".  What do I do now?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Missycat928, I see you have been assisted with this by email. see post
Orders have been "in progress" for 4 days
I placed 2 orders on April 23rd and they both still say "in progress". Does this mean that there is a problem with the orders?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tlmc1680, We are experiencing a 2-4 business day delay due to high volume. I'm sorry for the inconvenience and appreciate your patience. see post
Help?? Got my package today, just finally sat down to open and go through it and missing product?
I just received my order today from Sephora, spent almost $300 on products. Ordered two different foundations, but only received one. It is listed however on this order sheet included in my package so I know I didn't forget to order it. Everything else arrived fine from what I can see after comparing my online order list + the one in my package. Missing item #  1713155
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starlitriot / NEWCOMER / replied
Whew, ok thanks so much for your reply. Makes me feel a bit better. I am not usually one to spend massive amounts of $ on makeup but I really want to get better at using... see post
NARS loose powder spilled
Hi,   My NARS powder got spilled a lot when the package shipped to me, is it possible i could get a new one or refund? Looking forward to your reply! Thanks.   Chun
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chun,   I'm happy to help with this! I'll send you a PM now for more info. see post
Order Still in Progress
Hello,    I placed an order on April 21st. Today is April 26th and the status is "still in progress". When will my order ship?   Thank you!!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jenandsarah,   Due to high order volume, some orders are experiencing processing delays, and your order should ship out soon. I'm sorry, I know that can be frustr... see post
black residue on Sephora pro brushes
So I have a bit of a dilemma, I purchased two Sephora pro brushes (59 & 79) (not more than 2 years ago and at separate times) to this day the bristles leave behind a black residue...I know the brushes are supposed to be under warranty for 10 years, how to I go about getting a refund/ exchange? ( I no longer have the receipts, and 1 might have been purchased before I got my Sephora beauty card) I tried returning to the store, but sadly, the girls at the cash didn't know what to do ( When I tried going back the following day in hopes of being waited on with someone with more experience, they also encountered difficulties) please help!!!  
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Na7asha7aylor,   Sorry to hear that! Most likely, the black residue you're seeing is just residual dye coming out of the bristles after washing, it's nothing to w... see post
NO FREE SAMPLES IN TWO ORDERS
I placed two orders on these 2 days and on both orders my free samples were taken off: April 11  April 19    I always order online and try new products this way so if one of the mods can help me with this, that would be great. In total, I'm missing 6 samples. I would like to place another order but not if my samples are going to be taken off again.   Thanks, Once
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HALL OF FAMER bratknits / HALL OF FAMER HALL OF FAMER / replied
I just got my second package in a row, spaced weeks apart, with no samples.  Once is a mistake, twice is some kind of issue with the system.  Both times they disappeared... see post
HELP!
I received my online order today, but nothing I ordered was inside the package. 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @DelilahJ,   I'm so sorry to hear that! I'll send you a pm to help you out. see post
Someone help me change my birthday.
I need help. I made my birthday as Feb. 2, 2003 and put a random date, but now I realize there is a birthday gift offer. Can someone help me change my birthday as November 12, 2003, my actually birthday. It would be a great help.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Aderbas44,   I went ahead and changed your birthday to 11/12/03. Thanks :) see post
MY ORDER HASN'T BEEN SHIPPED YET FOR 4 DAYS
I placed an order 4 days ago, but it hasn't shipped yet! I wonder what's happening, and when can I receive my order?? It's a gift for my mom, so please help me ! Thanks !
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Irisren,   I'm so sorry to hear that! Due to the high volume of orders placed during our recent Spring Promotion, all orders may be delayed an additional 2-4 bus... see post
Order hasn't even shipped?? (Flash 2 day shipping)
I placed an order on the 24th and usually they ship right the next day or even on the same day if I order it early enough. Its the 26th and still no shipping update? 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Jane111,   I'm sorry to hear this! I'll send you a PM soon about this.  see post