Customer Support
Showing results for 
Search instead for 
Do you mean 
ALL OF MY ORDERS ARE CANCELLED
I made my first purchase a few days ago and made several purchases yesterday. Everything (billing etc) went fine and my credit card has been charged. However when I checked  the purchase history, it was empty! I sent an email to the CS and they told me that all of my orders was cancelled because they  are unable to ship to the shipping address I have provided as it is associated to multiple people. Said it was a business decision and they are unable to make an exception. As a matter of fact it was actually a private address and I have never purchased any makeup except for an online brand and the transaction went successful multiple times so I don't know why the Sephora transactions was always cancelled.
see post
Problem with my billing information?
(Sorry if this is in the wrong area I've never used this before) I keep getting this message whenever I press place order.. We're sorry but we are unable to process your order with the information provided. Please verify your billing information and try again. For assistance please contact Customer Service at 1-877-SEPHORA. The billing address is the exact same one as the one on my bank account, so I don't see the problem.
see post
deensh / NEWCOMER / replied
This happened to me too! I'm trying to send a friend a present but it won't accept that the address is different from my billing address. see post
How do I add my Beauty Insider/VIB card to my online account?
How do I add my Beauty Insider/VIB card to my online account? I've looked at similar questions here, but everything seems to be responded with a PM.
see post
Missing Package!
It has been a week since I lost my package. I made multiple complaint through email, but never got any response back. It is infuriating because it said that a rep will contact me back within 24 hours, but that is a lie. It has been a week now, still nothing. I made two purchased, one on Sep 8, 2016 and Sep 10, 2016, it was really concerning because I received the second purchased, but not the first one. At this point I just want my refund.
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shurlz,   If you have not yet received Keely's private message, you are welcome to send her a PM directly!   Always, Danee see post
How do I link my VIB card/points to my online account?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AvaBBeauty,   I just sent you a PM. Please check your inbox when you get a chance. Thanks!   Always, Danee see post
VIB Status Isn't Updated Online
recently became a VIB when I went shopping at my local Sephora, but my VIB status isn't showing up on my online account-my online account only says that I'm a Beauty Insider. Is there a way to update my online status?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@loveenyqua, on the BT home page, you can click on the envelope icon located under " MY BEAUTYTALK PROFILE"! see post
Points Aren't Showing Up
Hi! I recently made a purchase at Sephora and used my Beauty Insider Card. However, when I check my account online, it says I still have zero points and no recent purchases. I made my card in store and perhaps somehow made another account using the same email online. If possible, could someone help me merge my accounts or help the points show up online as well? Thank you so much! 
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vivan27,   I'll send you a private message so I can help you with this!   Always, Danee see post
Can someone tell me when the Estee Lauder lipsticks will be back in stock?
The Pure Color Sculpting Matte lipstick. In the shade Shameless Violet ( Item 1731546)
see post
HALL OF FAMER candyrivera / HALL OF FAMER HALL OF FAMER / replied
Could someone possibly find out if sephora is going to stop carrying these particular lipsticks, or if they truly are out of stock? I'm just worried I won't have a chanc... see post
Points Update
Hi! I recently made a purchase at my local Sephora and my points card was scanned, but the points do not seem to be reflected on my account online. Nor does it say I have any recent purchases. Any idea how long it takes to update and/or if it still will be updated despite the time?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sstephh,   It can take up to 24 hours for points to be added for your purchase! If an error occurred and the points weren't added I can assist you further with th... see post
Treated bad for mere $14 item exchange!
I wanted to exchange a brand new mere $14 item, which was bought in store. I did not have receipt but I know you can always check my purchase history via my Rouge card. But cashier was not able to find it and refused to treat me and ignored me, while I stand there, confused and puzzled. I said, I can exchange it. I have never exchange anything in my life without receipt....never ever...I have been treated well in drug stores, where I rarely spend any money.    Thats why I dislike this specific store but there is only one Sephora in our tiny little city.    p.s. I have only returned 5 products, (3 were brand new sealed) in over 2 years of buying over $2000 worth of items. So I am not a 'bad returner'   
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ArvSeph,    Sorry to hear about your in store experience. I'm going to send you a private message regarding this. Please check your inbox momentarily. Thank you. ... see post
Return Policy on Foreo Luna
Hi, I was planning to buy the Foreo Luna Mini in store yesterday but people there told me Sephora don't sell it in store and i must purchase it online. However, my plan was to actually "feel" the foreo luna before i actually buy it. So now since I don't have this chance, and I'm scared that my skin won't like this cleansing device since there are mixed reviews on this product. Can I return the used foreo luna (or any cleansing device) in store? I heard some people told me that I can't since it's not a Sephora's brand. Thanks for your time
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cammiecakes,   I'd suggest reaching out to your store directly to see if they are able to accept your return! Thank you!   Always, Danee see post
I still didn't receive my play september box!!!
on my account, I still can't see what I'm getting because it's not shipped yet. Why it is coming so late when everyone else got their box already?
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yesuli, I will look into this for you and send you a message with more information. see post
Recent In-Store Purchases Not Showing Up Online
Hi, I purchased $198 pre-tax in-store yesterday which meant I would finally get to VIB (woo hoo!), but this morning I noticed they weren't showing up online, like they normally do.  The sales assistant scanned my BI card but obviously something happened.  Through the Chat service I've had the points added, but the purchase dollars haven't appeared so my YTD spend is missing the $198.  How do I get it added on?  Thanks!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TazzieAmazon, Oh no! I will send you a message to help. see post
Website Suggestion
I would LOVE to see a spot added for notes. For example, let's say I heard that a certain lip product was especially good for layering under lipsticks, but it wasn't stated anywhere in the summary/how to use/etc. It'd be great to have a little spot where you could add your own note about that. Or if you had read about a certain product via a specific website and wanted to note where you had found the review...   Just a suggestion!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cmbrunelle, Thanks for the suggestion! I will pass it on :) see post
Will Sephora ever update its birthday options ?
Fresh Soy Cleanser and Rose Mask, or Marc Jacobs Lipstick and Mascara?    A question you have to ask yourself once a year, forever. And once you've had both well.. you do it again.   However, as tedious as it is to keep the same gifts, it's not only inconvenient, sometimes its just plain lazy.    Now we all know many MANY cosmetic brands still unfortunately test on animals. Fresh being one of them, and although Marc Jacobs Beauty itself does not test on animals, it's partner (Marc Jacobs Fragrance and clothes) does. Which sucks for people who opt for cruelty-free products.    So Sephora, hear my plea, and update the birthday gift options. You have many MANY companies to choose from. Too Faced, Tarte, CoverFX, Bite, etc. Be part of the movement. 
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SmallestPeach, Sorry for the confusion! We change the birthday gift each year. Last year we had the Nars lip pencils and Peter Thomas Roth skincare duo. see post
Help with coupon
I accidentallydeleted my beauty insider coupon any way i can get another one emailed? 
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Caninoce, I'll send you a message to help :) see post
I just got my package and its missing most of my order?
Recently Ive bought a lot from you guys and things have been Perfect! but one of my orders just arrived with nothing but the samples? I'm so confused? I know that sounds bizarre and I really don't know what to do? Ive never had a problem before and my orders have always been packed perfectly. is there anything I can do? Spoiler (Highlight to read)    
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Thefaerirtamer, Oh no! I will send you a message to help. see post
Will the Dyson Supersonic hair dryer be available in Canada soon?
And if yes, do you know when??   Thanks!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Asuiko, We don't have information on that at this time, please stay tuned! see post
Shattered glass in package
I ordered the Sephora Teint Infusion Ethereal Finish foundation and it came completely shattered, I don't dare touch anything in the package. I've included pictures, please help. I don't want a reshipment. 
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NinaBelen,   Sorry to see this! I'm going to send you a private message. Please check your inbox momentarily.    Best, Mali see post
I am not listed as VIB when I review items
I have written a couple of reviews after receiving my VIB status but when I go back to see them, I am not listed as a VIB. I see other users with either "Beauty Insider", "VIB", or "VIB Rouge" under their username, but mine is blank, even though I am a VIB.
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LittleGina,   Sorry for any confusion! When you write the review, there is a section where you can choose the status you would like to show on the review. This is... see post
Redeem points from receipt
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I am closing this thread. If we missed your post or if you have a similar issue, please create a new thread under the Customer Service board or you can send me or any of... see post
No samples..
I just received my order and there was no sample. I picked 3 free perfume samples and I got none
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi runerd,   I'm sorry to hear that! I am sending you a PM now to assist you further.   Always, Danee see post
#BeautyUncomplicated #SephoraCanadaSweepstakes Instagram Contest 09.26-09.27
Beauty should not be complicated, but with all the choices, finishes, colours, how are we to decide? Sephora Collection is making it easy with beauty solutions for ALL your favorite looks and they’re giving you a chance to win tried and approved Sephora Collection faves! Enter for a chance to win 1 Rouge Gel Lip Liner, 1 Waterproof Fine Liner, 1 Radiant Luminizing Drops, 1 Bright Future Colour Corrector; 5 Cream Lip Stains, 2 Cleansing & Exfoliating Wipes and 1 set of False Eye Lashes. 2 winners will be chosen at random.   Here’s what you do: from Monday, Sep 26 at 5 PM EST to Tuesday, Sep 27 at 4:59 PM EST, follow us on Instagram @SephoraCanada, comment on the image what your beauty MUST have is and tag @SephoraCollection. Include hashtag #BeautyUncomplicated and #SephoraCanadaSweepstakes. Only one entry per handle. Open to Canada only. All valid entries received within the time frame of the contest are eligible to win. The winner will be selected at random from the pool of eligible entries. Check your Instagram feed for updates.   Good luck beauties!   Please see contest rules below.
see post
Package not shipped by Sephora to OnTrac.
Hello,   I ordered online from Sephora yesterday morning 9/21 using Flash 2-day shipping via OnTrac and was notified yesterday afternoon that my order had shipped. Apart from "DATA ENTRY" there is no other information given from OnTrac except the message, " Package yet to be tendered to OnTrac." What is happening with my package, as I do not think I will receive it by tomorrow (9/23) as Sephora states I shall. Thanks!
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sesphyr,   I'll take a look into this for you and send you a PM soon! see post
Points haven't updated on my account!
I stopped by Sephora two days ago, and I purchased some things along with the bonus 50 point card from my Play! box. There was a register hiccup, and it had to be restarted. Is there a way I can get my points added to my account if I have my receipt still?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Adrielleasaurus,   Sure! I can add the points for you. I'll send you a PM now. see post
MISSING BEAUTY INSIDER POINTS FROM RECENT IN STORE PURCHASE
I recently purchased a couple items from my local sephora store, but the points were not transferred onto my online account!! Is there any way for me to get my points onto my Beauty Insider Account?  Please help!!
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi susukiki,   I can definitely help get those points added to your account for you! I'm going to send you a PM now :)  see post
Unsuccessful Authorizationhey
Hello! made a purchase today, received a message from my bank telling me that they charged me the 200$ from my order, but on the order status I see STATUS: Unsuccessful Authorization. What happened? I understand that my order is cancelled?
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SignorinaBel,   I'm sorry for any inconvenience caused! I'm sending you a PM now so I can help resolve this for you. Thanks!  see post
missing beauty insider points from in-store purchase
Hi there. I signed up for beauty insider last week when I made my first in-store purchase and the cashier said the points from that purchase would be added to my account but they never showed up. I have my original receipt still, how can I add points from this purchase? Thanks
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Samantha364,   I'm sorry to hear your recent purchase isn't showing up on your account! I can definitely help out with this. Sending you a PM now :) see post
Connecting VIB card to online account
Hi! I recently became a VIB member but I do not have an online account. I want to place an order online with my VIB 10% off promo, but when I signed up online with an email there was no way to link the VIB card. As such, when I tried to place an order, the promo code was declined, saying I wasn't eligible. Could you help? Thanks!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kennioaky, I will send you a message :) see post
OnTrac claims delivered at my front door -- never did!
Hello. OnTrac data claims that a package was delivered to my front porch and I never received it. I have a camera that records whatever happens there and the package was never left. This is the second delivery issue I've had with OnTrac (last time the guy threw the "Fragile" package into my bushes). I'm thinking this will be the last time I order from Sephora if they continue to use such a subpar delivery company.   Will a BT mod send me a PM for order info? I'm unsure what to do at this point except to maybe have my credit card reverse the charges. Thank you.
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DiVWA, Oh no! I'm so sorry to hear about your experiences. I will look into this for you and send you a message with more info. see post