Customer Support
Showing results for 
Search instead for 
Do you mean 
shipping email
Hello anyone that wishes to help me, I have ordered items from sephora on Thursday and I received a confirmation email on Thursday and not a shipping conformation email which I usually receive the day of or day after I order something,but it is now Sunday and when I checked my account, the status was that it was sent to the warehouse and then i saw that one of my items was sold out, but wasn't sold out when I ordered it could this have anything to do with my delayed shipping email and is it at all possible to get my items before this Thursday as I am leaving on a trip
see post
salpal0504 / NEWCOMER / replied
Thank you so much for wishing to help me ☺️ see post
Cancelled order, no beauty insider points but double withdrawal from my credit card...
I've tried to get my insider card synced to my online profile but got no help from customer support for that so eventually I gave up and placed an order anyways. The order got cancelled so I tried to make another one but that got cancelled as well and when I was about to give up on that I noticed that it still got withdrawn from my credit card.. Both times! What's going on, why isn't this working?
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi IdaMaria,   I'm so sorry for the confusion surrounding your orders! I'm going to send you a private message so I can look into this in more detail for you. Thanks... see post
Did anyone try calling to rsvp for the two faced dining event happening in Toronto on February 20th? The number is out of service. Why?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BeautySteal101,   We were not experiencing any issues with that number on our end, however, it could have been that the event was sold out, thus you were not able... see post
Beauty Insider Points
I was wondering if anyone could help me with my beauty insider account. I am a VIB and have points from shopping in store but my online account says I have 0. How do I get my points and status to show up online?
see post
pty16 / NEWCOMER / replied
I have the same problem. How do I add my card to my existing acct? see post
100 fresh eye cream help
 one of the mods see this? Thanks. I placed two separate orders and I ordered the 100 points Fresh black eye cream. Both creams seemed to lack ACTUAL cream in them. Can I get my points back if I sent this creams back or go into the store? Thanks! I ordered them online. Pics included
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Onceuponatime45,   Oh no! I'll send you a PM to help with this in just a moment. see post
Points Aren't Online
I have an email showing 600  points but my points aren't reflected when I log into my account online. Please direct.
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nicknameyou,    I can look into this for you! I'll send you a PM shortly with more info. see post
Rouge qualifying gift.
Hi, I am a Canadian customer and qualified Rouge at the end of December There wasn't any Rouge qualifying gift available at that time. I contacted Customer service and was told I can pick it from a store or place an order over phone and get it included in order. I went to my nearest store two days ago and they haven't received theRouge gifts so far. Is it currently available through phone orders? 
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi preciousme,   I'm sorry, these are still out of stock online in both the US and Canada. We're hoping to have them available again closer to the end of the month. ... see post
Missing GIft Satchels
I have made numerous purchases from Sephora over the years.   As with most of my online purchases, I usually request the gift satchels.  From the Order email to the Shipping email, they are clearly listed so I know I have been selecting them.  However, they never seem to arrive.   This has been an ongoing nuisance as I request these gift satchels so that I can use them to hold the Sephora products which I give to others as gifts.   I have contacted Customer Service on several occasions but this problem has never been rectified.  Does anybody even check the orders before the leave the facility?
see post
BEAUTY BUFF KAREN118 / BEAUTY BUFF BEAUTY BUFF / replied
Hi Keelybt:   Thanks for your help.   I wouldn't mind so much if it was a one-time thing but it keeps happening. see post
No Confirmation email, No Confirmation number
I placed an order and did not get a confirmation email or confirmation number. The order doesn't show up on my history. But, the amount is charged on my bank account. I just wanted to know if my order went through or not. It's been a day and I've gotten no confirmation at all. I'd appreciate it if you can help me. Thank you.
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi stephie07,   I'm happy to check on this for you! I'll PM you with more info in a moment. see post
Never received my 10% off
Hi!! I became a VIB rouge in January but never received my welcome of 10% off? Not sure what to do please help!!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi Dani2124, I'm sorry for the confusion. The 10% off is in the VIB welcome and re-qualification kits, not VIB Rouge. Once you spend $350 in 2016, you will receive an e... see post
Unsuccessful Authorization
my order status is "Unsuccessful Authorization", I haven't found anything wrong with my information and my card was charged and and i had an email my order is confermed and they take money from my card , I've emailed sephora and got no response, I do not now what os wrong with my order ?!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi Wedad, Sorry for the confusion with your order. I will take a look and send you a message with more information. see post
BI missing points
I always shop in store and always give my email add so i can get points. But everytime i check my sephora account its always 0 points while the beauty advisor at the counter said i have points under my name. Could it be that its under a different account? Help pls.
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ljkmlinger, I will send you a message to help.    see post
Beautyinsider Points
My points aren't transferring into my card. Whenever I checkout, the people would tell me the total of my points, and it would be more than what it says on my account online. For the last 2 purchases I've made at Sephora, the points aren't going to my card. They were big purchases too!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sammi10, I'll be happy to look into this for you. I will send you a message for your info :) see post
Made a purchase but it didn't register in my history and my points weren't added
I made a purchase from the Toronto Eaton Centre store today to receive VIB ROUGE status however the points and pirchase history on my account have not updated. I was hoping to use the points I got from my purchase today to add some samples in an online purchase I will be making next week as there were things the store was sold out of. Except the points aren't there...my history doesn't show the purchase and my account still says VIB status...can anyone help me with updating my account..? I have the receipt both in my email and the print out from the store if that helps....
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Stefanieprince, Sorry to hear that your purchase was not added correctly! I'll send you a message to help. see post
sephora order tracking
so I made an online order this afternoon and received an email that my package has shipped this evening. but when I clicked on the tracking number number it says: Delivery date Tuesday, Sept 2 DELIVERED 11:09 AM Philadelphia, PA     whaaattt? delivered? sept 2? 😖😑😑😑
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi Friedrice, Not to worry! At times UPS recycles tracking numbers, however, they will continue to scan and update the tracking number with the shipping details for you... see post
I want to add my Beauty Insider card to an already existing online account. Can you help?
I want to add my Beauty Insider card to an already existing online account. Can you help?
see post
Lindseu / NEWCOMER / replied
I need help with this as well please! see post
Decadent Dining with Too Face- Wrong Number on Email
Hi everyone,    I'm in Toronto and received and email today about the above event. The number on the email is incorrect (1-888-317-3349 states that the number is not assigned). I called the Rouge line and Brandi advised that the number is 1-877-317-3349 which is still incorrect.   Does anyone have the correct number?
see post
BEAUTY BOSS titi8750 / BEAUTY BOSS BEAUTY BOSS / replied
I do have a question: How were people able to get through? I called as soon as I received the email and the number listed was not assigned. I called the Rouge line and t... see post
Need help syncing online account with my beauty insider card!
I got my BI card a few years ago in store & I followed the instructions for it online but it wouldn't work! I now have two different accounts but it didnt really bother me till now cause I never really order online. But Im now VIB and I don't receive emails or anything when theirs a VIB sale with a discount coupon  and I would really like to see how many points I have! Does anyone know how to fix this?
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shaysg,   I'm happy to help you with this! I'll send you a PM in a moment for more information. see post
MISSING AN ITEM FROM MY ONLINE ORDER
I got my online order on Wednesday, and the Cover FX foundation I ordered wasn't in the box. My shade isn't sold in stores, and I was hoping to use the foundation for Valentine's Day. I emailed customer service right away, but it's been 2 days and I haven't heard back from anyone. Is there someone else who can help? Thanks!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kerinng, Oh no! I'm so sorry to hear that. I will send you a message to help. see post
Can i exchange an item that was a gift without a recept? It was also an online only item.
SPECIAL GUEST Hope2515 / SPECIAL GUEST SPECIAL GUEST / replied
Am i able to do an online gift return for store credit without the packing slip? see post
Please help syncing my accounts together!
Whenever I make purchases in store and use my beauty insider card the points and purchase history don't show up on my online account so I don't think they're synced together please help me sync them 
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ry1212,   I'll help you out with this! I'll send you a PM soon. see post
Not receiving emails
Hi, I have not received any emails from Sephora or for vib rouge for months now.
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tandg,   Sorry to hear that! I'll send you a PM to help you out with your subscription. see post
Why don't my points show?
I got a new card and purchased two items a couple weeks ago but my points have not shown on my account. 
see post
BrendaKS / NEWCOMER / replied
Mine aren't showing either. Please help!!  see post
how do I become a Sephora pro?
I just graduated form Empire beauty School and I get my license in cosmetology next month.I really just want to be a makeup artist.I live in Chicago.The fashion and beauty industry isn't that major here.Any advice     -Up&Coming
see post
armygirl126 / NEWCOMER / replied
can u msg me to at melissacalito@gmail.com i would like to know how to apply for my discount since im a cosmetologist.   thank you very much see post
Your website won't let me check out. I keep clicking continue to payment but NOTHING happens! I selected shipping no gift wrap.
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lillian11,   Sorry to hear that! I'll make sure to forward this to our IT team for research. In the meantime, I'd recommend trying again using a different browser... see post
Beauty Insider Points
Hello! I made a purchase two days ago at a Sephora and the insider points have not been added to my account. I still have my receipt. Is there any way to get these points added?
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi noogsie,   I'm happy to help! I'll send you a PM for more info. see post
how do i change my birthday on my profile?
When I signed up, I must have accidentally said my birthday was october 29 instead of july 19 (my real birthday). I can't change this on the website. Is there any way to fix it? Thanks! (:
see post
nlsxoxox / NEWCOMER / replied
Hi, I see that you helped edit her birthday, I accidentally said the wrong birthday, my real birthday is Jan. 19, how can I edit it? see post
Makeover VIB Welcome Pack
As part of my VIB welcome pack I received a card for a free makeover what does this entail and how can I book my appointment? & can this card be redeemed by someone other than myself?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Stephanie02,   Congratulations on reaching VIB status! The makeover voucher you received in your welcome kit is for a 45-minute custom makeover (this is a non-tra... see post
sephona beauty
hello i would like to know its free sample plus free birthday gift .. can i contact talk to person to send it to me a mail its so simple.. please let me know if they can send it to me free sample and  birthday gift.. thank jody
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jodi32,   I've moved your post over to the customer service board! Like others have explained, you can pick up the birthday gift (no purchase necessary) from a st... see post
I didn't receive my points on an in-store purchase
I just made a purchase in-store and definitely gave my email address to the cashier for my Beauty Insider account. My purchase isn't showing up in my history though, and no points have been applied. How can I add them to my account?
see post
milamae1221 / NEWCOMER / replied
Same here. I bought stuff in-store but nothing is showing in my account. I went back to the Sephora store and they said to call 1-877-SEPHORA and give the receipt number... see post