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unsuccessful authorization
placed an order and transaction was successful through paypal, but now it is "unsuccessful authorization", can you update me on what that means or what will happen now? Do I get a refund if it doesn't pass? and when? How can you not send an email with instructions or updates.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Megalith,   I will send you a private message with more information in regards to this shortly. Thank you.   Best Wishes,   Janean Sephora Facebook Tea... see post
Package missing
Sephora has sent me an email saying that the package been shipped. However it has been 3 days and the package has not been delivered or Canada Post says the tracking number does not exist. Where is my package?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI @Taylor97,   I'm sorry to hear that! I'll send you a PM soon. see post
How do I change my birthday to February 5th?
I accidentally put my wrong day of birth and I am trying to change it to my real birthday (.02.05.2001). How can I change it?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emmyanger,   I've updated your birthday to February 1st for you! Always, Danee see post
can you return something even though it isn't in store anymore?
Let's say your friend bought an item for $35. They give it to you  but you don't actually like the color. You mean to come back to the store and return but forget. After a month or 2 later you go to the store and see that the item you bought isn't sold at the store anymore. Can you still exchange/ return it? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi makeup1592837,   Our Sephora stores will still be able to accept the item even if it it's not sold anymore. However, I do recommend contacting the store, prior to... see post
Damaged product
I just purchased the tartiest pro glow online and received it in the mail but when I opened my package, "lit" was cracked and the product was everywhere. What is the process of receiving a new one asap?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi marycambridge,   I'm sorry to hear this item arrived damaged! I'm sending you a PM to help.   Always, Danee see post
Hi, how do I change my birthday to Nov 16?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi STIL,   I've updated your birthday in your account for you! You may need to log out and log in again to see your new info listed. see post
Return Product for Store Credit
Spoiler (Highlight to read) I purchased a foundation on Oct 22 2016 that I just cannot get to work with my skin. I no longer have the receipt but it went through my beauty insider account. Will I still be able to return this product, even if it is just for store credit? I purchased a foundation on Oct 22 2016 that I just cannot get to work with my skin. I no longer have the receipt but it went through my beauty insider account. Will I still be able to return this product, even if it is just for store credit?  
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Aly711 / NEWCOMER / replied
Thank you for the quick response. I will do so tomorrow. see post
SEPHORA POINTS
I recently purchased a product from Sephora without using a card/or giving my email address. Is there a way to redeem the points from the receipt?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sj1130,   I can assist you with this :) I'm sending you a PM now.   Always, Danee see post
Wrong email linked to my beauty insider account
Hi,   I got a beauty insider card last summer in Sephora store and made account here on Sephora just few minutes ago.  I think the card I have is linked to a wrong email.  My account does not show how many points I have and I  forgot my card when I was shopping at Sephora the other day and the cashier did not find my account with my email.   How can I fix this ?   Thanks! 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Bergtorah,   I will send you a private message so that I can help you with this. Please check your messages shortly. Thank you.   Best Wishes,   Janean see post
Change my birthday on Sephora
love Sephora!!
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oreillyyy / NEWCOMER / replied
I am having this same problem. I registered my birthday as January 26, but it's actually June 26. How do I fix this?? see post
I ordered a skincare product qualifying for double insider points and didnt recieve them
  I ordered a skincare set  online qualifying for the  skincare double points offer that's going on till 1/22 but did not get the double points 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi eela21,   Generally speaking for most of our point-multiplier promotions your bonus points will show up within 24 hours from the time of purchase. So if you just ... see post
VIB question
while looking at the benefits for the VIB status, i noticed it said " free shipping 1x" and i was just wondering what that is and how to use it.
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madelinestearns / NEWCOMER / replied
hey, could you also tell me? see post
VIB confusion
When I shopped  in store and made a purchase I received a Sephora VIB card but when I log into my account online it tells me I need to gain X amount of points before becoming VIB. Why is it like that?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Daggg,   It looks like your BI card is not linked to your online account. I'm sending you a PM to help you link the two together!   Always, Danee see post
My order still has not come
So I ordered 1 week ago and it said it would take 4 days to get delivered at my house now i am getting very curious because it has been 6 days and it still has not come. My tracking information says that IT IS STILL IN PROGRESS. Its been like that for 3 days already and I am getting frustrated about that. I hope sephora can help me out about this because i have been waiting forever 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi xoxmikaaa,   I'm so sorry to hear you haven't received your package! I'll send you a private message in just a moment to help.   Always, Danee see post
OnTrac Lying about delivery??
My tracking information shows that my package was delivered at my front door, however the package is no where to be found anywhere around the house... I've done some research on OnTrac deliveries and seemed to me that they are not really adequate in delivering packages or in customer support. Anyone got that issue too? And if you have the same situation happened to you, did Sephora refund or resend your order?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BallerinaJulia,   I'm sorry to hear you haven't received your order! I'm going to look into this for you then send you a PM to assist you.   Always, Danee see post
Broken Palette
I ordered the Kat von d monarch palette Wednesday after seeing it back in stock and received it Friday afternoon and when i opened the box two of the pans had been cracked (wrath of course the one i was most excited for) and the corner of entomology was cracked i did press them back in as best as i could and still used it today and i'm in love with the palette, my first time ever having a broken palette after ordering tons online but i'm more worried if they can replace it? it got pulled back off the Canadian website so not sure how that works. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SephorasAustin,   I'm sorry to hear your palette arrived damaged! I'm sending you a PM to assist you with this.   Always, Danee see post
Adding BI card - "Create BI Account Failed". Help!
I have a BI card and am a VIB. I want to make an online purchase but when I try to add my card to get the points its saying "Create BI Account Failed". Help!
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Alise84 / NEWCOMER / replied
Hi I'm having this problem with wanting to create an account.  see post
Unsuccessful Authorization
Hello,  what do you want to say  Unsuccessful Authorization? Thank you.  
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Loida25,   Thanks for reaching out to us! I'll send you a private message in a little bit to help you out. :) see post
Can I update my birthday on my account?
I need to change it to Jan.27th...
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Book233,   Thanks for reaching out to us! I'll send you a PM shortly to help you out. :) see post
STATUS: UNSUCCESSFUL AUTHORIZATION
What is the meaning of  STATUS: Unsuccessful Authorization when the money has been deducted !
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Florka92 / NEWCOMER / replied
Hello,I'm buying from Armenia with my paypal account.My order has canceled because of Unsuccessful Authorization.Help me please see post
When will the Anastasia Modern Renaissance palette be restocked online?
It was in stock just a few days ago and I came back later to buy it and it's gone again!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I am closing this thread. If you have a similar question, please create a new thread under the Customer Service board or you can send me or any of the other mods a PM. ... see post
VIB card and online account
Hello! I got a beauty insider card in store (very quickly got VIB - whoops) and I wasn't very clear when I spelled out my email address, so the sales person took it down wrong. I set up an email account with the misspelled address to try to get it to work, but just ended up in a bigger muddle... Would it be possible to change the email address so I can access my online account? Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emmasophiavk,   I can assist you with this! I'll send you a pm now.   Always, Danee see post
How can I link my VIB card to my online account?
I just want to know how to link my VIB card to my online account.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I am closing this thread. If you have a similar issue, please create a new thread under the Customer Service board or you can send me or any of the other mods a PM. Tha... see post
How can I change my birthday. I accidentally put in the wrong date?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi delababe77,   I'll send you a PM to assist you :)   Always, Danee see post
i have a vib card that i got in store and i was wondering if there was any way that i could get it linked to my account ):
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I am closing this thread. If you have a similar issue, please create a new thread under the Customer Service board or you can send me or any of the other mods a PM. Than... see post
beauty insider card and account
hi there i got a beauty insiders card in the store, they asked for my email.. but when i made an account on the website it doesnt show my points(though i know i have some) how do i add the card i have to my account?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi stephii89,   I'm sending you a PM to assist you with this!   Always, Danee 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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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @AshleyNM123 and @dylanwright123 !   Since you subscribed at the beginning of January, you should receive your first boxes in February. see post
Recieved a broken palette
I was really excited to get the new Smashbox Ablaze palette, but since it's online only, I ordered it over sephora.com for once. I paid for 3 day shipping, but when it finally arrived, the palette had Dark Horse and Torch both completely shattered. The powders got into the other shadows too so the whole thing's a makeup tragedy. I also got a Lancome card with foundation samples, and I'm not sure how, but I guess it exploded and the foundation got all over the card and on some of my other items. I'm really disappointed because I was really looking forward to testing Ablaze out. If someone could help me sort this out it would be very much appreciated. Thanks in advance <3
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @eileenblue,   Sorry to hear about this! I can see that you have been assisted already. Feel free to send me a private message if you need further assistance with... see post
Returns in store - just for store credit that cannot be used online??
Hi,   In the past, I have been able to return gifts to Sephora stores (with gift receipts) and received a Sephora gift card in exchange, that could be used in stores or online.    Yesterday, I returned a Christmas gift (with receipt) and received a store credit that can ONLY be used in Sephora stores, NOT online at all. I didn't realize it at the time, because I had never heard of that, so I didn't ask the sales associate for clarification.    Is this a new policy?? If so, it makes me VERY unhappy. I did not select these items for myself, and now to be limited to the products that my local store has in stock is ridiculous. Some of the products I like are only available online, and I would like to be able to order them with my Sephora credit!!    If someone could please explain the reasoning behind this, I would appreciate it. If my sales associate somehow made a mistake, I would like to know how to fix it. I still have the receipts from the returns.    Thank you!
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BEAUTY PRO atr3810 / BEAUTY PRO BEAUTY PRO / replied
Hi Mali,   Thanks so much for this information! I'll go by the store and get it switched. If I run into any problems, I'll let you know!   Thanks again! see post
Rouge Welcome Kit
I tried to redeem the Rouge Welcome Gift online but it won't work.
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @HelenC719,   I'll look into this and send you a private message. Please check your inbox momentarily. Thanks!   Best, Mali see post