Customer Support
Showing results for 
Search instead for 
Do you mean 
Exchange
I recently bought the Cover FX Custom Cover Drops online and I didn't get the right color nor did I like it when it was mixed with moisturizers and such. Can I return it to Sephora and get a different foundation of an equal or lesser cost? Thanks!
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LaurenEMUA,   Sorry that product isn't working out for you! Your local store should be able to accommodate, I recommend giving them a call before you head in, jus... see post
Birthday change
Hello, I need help changing my birthday! I don't like putting my personal info when creating accounts, my real bday is August 5 1996. Can anyone help me please? Also I would like help in finding my correct foundation shade and things do I have to make an appointment or can I just ask anyone at the store? Thanks!
see post
BEAUTY BRAINIAC imbeautyful / BEAUTY BRAINIAC BEAUTY BRAINIAC / replied
thanks for the help! see post
VIB Rouge Concierge: What happened to the VIB Concierge team atrocious and OUTSOURCED overseas?
VIB Rouge Concierge confusion:   What happened to the VIB Concierge team? I had to contact them for a serious issue and the first day I spent 30 min on the phone trying to get through a language barrier with the woman who answered and could not conceptualize my issue. I finally out of frustration asked to recontacted by a supervisor (who hopefully understood english and contextual issues) only to not get a call back. I then had to call again the next day and find out she'd put in the system notes "great detail" to my "issue" which was NOT even my issue! I then had to spend an additional 30 min on the phone with another concierge who also could not understand nor conceptualize my issue and also had great difficulty understanding english and her phone line sounded like she was on the opposite of the planet earth. Turns out, no joke, she was because I ended up getting a call back finally IN THE MIDDLE OF THE NIGHT from Switzerland and a second call then (because i was using the bathroom) Chec Republic! What is going on here? 1000k a year annual spending gets me a call center across the planet for which the persons cannot even understand english nor concepts? Also both times the person left a vm saying in a menacing tone "you are on a recorded line" as if I was in talks with law enforcement or the IRS for gosh sakes?!
see post
BEAUTY MAVEN indirach / BEAUTY MAVEN BEAUTY MAVEN / replied
I'm still trying to get someone to contact me from the US. I've been going back and forth with them here and in PM, they are asking run around questions like, "please te... see post
Your Sephora.com order has been cancelled
Hi i buy from sephora.com And I've paid $258.58 ,then after hour they send to me : "Thank you for shopping at Sephora.com. Your order -...- has been cancelled. For your own security and protection, we have cancelled your order because we were unable to confirm your payment information. ...We are currently unable to process payment with international credit cards. Please visit our Sephora store on Amazon.com to place your order. Thank you for your understanding."   What can i do ,I can't call them Pleas HELP
see post
Kir0205 / NEWCOMER / replied
Can someone please help me out! I've been having the same problem like everyone else. Everything seemed pretty fine but this morning I got an email informing me that " F... see post
#PerfectSummerHair #SephoraCanadaSweepstakes Contest
#PerfectSummerHair Snapchat/ Instagram Contest 07/27-07/28   What can possibly top summer fun? Try the perfect do for all your activities! GHD and Living Proof are giving you a chance to have perfect summer hair. Enter for a chance to win a GHD Platinum Professional Styler, Paddle Brush, Tote and a full Living Proof No Frizz set for the perfect locks that’ll take you from pool party to bbq with no strand out of place.   Here’s what you do: from Wednesday, July 27 at 5 PM EST to Thursday, July 28 at 4:59 PM EST, follow us on Snapchat at SephoraCanada, screenshot the prize image and share on your Instagram with your summer beauty staple in the caption. Tag @SephoraCanada and hashtag #PerfectSummerHair and #SephoraCanadaSweepstakes.   To enter for your chance to win, be sure to follow Username: SephoraCanada on Snapchat and @SephoraCanada on Instagram and include #PerfectSummerHair and #SephoraCanadaSweepstakes in the caption of your image along with your summer beauty staple. Only one entry per handle. 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.   Concours Instagram et Snapchat #parfaitscheveuxdete du 27 au 28 juillet   Qu’est-ce qui peut surpasser le plaisir de l’été? Essayez les produits parfaits pour toutes vos activités! GHD et Living Proof vous offrent la chance d’avoir une chevelure parfaite cet été. Courez la chance de remporter un fer plat Platinum Professional Styler, sa trousse et une brosse carrée de GHD ainsi qu’un ensemble complet No Frizz de Living Proof pour des cheveux parfaits de la piscine au BBQ sans mèche folle.   Voici comment faire : du mercredi 27 juillet 17 h HNE au jeudi 28 juillet à 16 h 59 HNE, suivez-nous sur Snapchat à SephoraCanada, prenez une capture d’écran de l’image du prix et publiez là sur votre compte Instagram avec votre produit beauté essentiel de l’été dans la légende. Identifiez @SephoraCanada et utilisez les mots-clics #Parfaitscheveuxdete et #ConcoursSephoraCanada.   Pour participer et courir la chance de gagner, assurez-vous de suivre SephoraCanada sur Snapchat et @SephoraCanada sur Instagram et d’utiliser les mots-clics #Parfaitscheveuxdete et #ConcoursSephoraCanada dans la description de votre image ainsi que votre produit beauté essentiel de l’été. Une seule participation par pseudonyme. Tous les utilisateurs qui participent dans le délai imparti courent la chance de gagner. Le gagnant sera sélectionné de manière aléatoire parmi l’ensemble des participants admissibles au tirage. Consultez votre fil d’actualités Instagram pour suivre l’état du concours. Bonne chance, les beautés! Voir les règlements officiels ci-dessous.
see post
Lost Packages from Ontrac and Horrible Support
I am LIVID! I thought Sephora was supposed to have good customer service, but my recent ordeal with a lost package was a miserable experience.   My order was listed as delivered on July 13, 2016, however; no package ever arrived. I called immediately the same day and they team opened an investigation with OnTrac. From there, I was told to call in 3 business days, which I did. No resolution and was told to call back in 4 days. Same thing, then they told me 8 business days. Called again and was told it took 10 business days-- What on earth??? Completely inconsistent from  staff  member to staff member.    Finally, I call today and am told that they never found my package. I wanted to re-place my order, which I had been asking to do since day 1, but apparently all the items are now out of stock-- I had to wait 14 days for a resolution and nothing I wanted is even there anymore. On top of that, I used a 10% VIB coupon, which was a reward for being a frequent shopper, and the rep made no effort to help me regain this coupon or apply it to a future order. No effort was made to help me resolve this issue, when the entire thing stemmed from a shipping issue o Sephora's end. I'm pretty off given the volume of this order, the timeliness of resolution, and the fact that I am  VIB Rouge and can't manage to get anyone to help me out. What are the supposed perks of Rouge again??   I have spent quite a while on hold trying to sort this out for the last week and a half and I'm left with no way to replace my original order. The rep was fine letting me e-mail instead of connecting to someone who could actually help me. This is honestly ridiculous, and a quick search of the Beauty Talk forum quickly shows me I am not the only one with this issue and that OnTrac seems to be losing a ton of packages and customer service reps don't care. Sephora needs to sort this nonsense out.   Anyone have similar issues? Did you ever come to a resolution?  
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi alexturnerftw,   I'm sorry to hear about the experience you had and I know that this has been a frustrating situation. I'll send you a PM soon! see post
Missing points from a purchase made in store.
Hello   I am missing points from a purchase I made inside my local mall. I'm just wondering if it's possible the cashier entered my email address wrong or something.. I have the receipt and everything.   Thank you for any responses.
see post
SIGHTSEER fooltheworld / SIGHTSEER SIGHTSEER / replied
Another here with missing points and a receipt!  :) see post
How can I link VIB card(points) to my online account?
I don't know how to link my beauty insider card with my online account. I had card from old and I made online account just today.
see post
ShuyaCheng / NEWCOMER / replied
Same issues here!!! see post
DDG Clarifying Colloidal Sulfur Mask keeps arriving all dried out?
Hi, anyone have ideas for reviving the DDG Clarifying Colloidal Sulfur Mask? I got a sample in store and fell in love. The full size is a little pricey for me, but there is a smaller size at $15 that would be perfect. I ordered it online since the smaller size is not carried in any store near me, and it arrived all dried out. The product would not dispense through the pump system, it was so dry. I called Customer Service, and they offered to mail another for free, but it arrived today and was also unusable. Help! Do I have to buy the full size in the store to get the right consistency? Why does this keep happening? Is there anything I can do to help thin the product out without damaging it or reducing its efficacy? Thanks in advance!!
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi atr3810,   I'm sorry to hear about this! I'll send you a PM about your mask soon. see post
Return Sephora Favorites set with one time use mask?
Okay so almost a month ago I bought the Skin Wonderland set. It comes with about 11 different skincare products. I've been playing around with the products and the majority of them irritated my skin (my skin is sensitive) so all the products are still almost full, except the mask it came with. It came with a one time use mask, which I used obviously. Would I be able to return this still? I have all the other products and the original packaging or would I not because one of the products were used? Or is it at the discretion of the store?
see post
BEAUTY PRO ThatGurl16 / BEAUTY PRO BEAUTY PRO / replied
Thanks for responding! I called the store and they were able to help me.  see post
I am a VIB and I have my card, but I don't remember my email that I used. What do I do?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BriannaLara,   I can help you out with this :) I'm going to send you a PM now. Thanks!  see post
No free samples.
What is up with the free samples lately? Got an order last month that didn't have any samples in it and today's order arrived today with only one sample.   
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi checkru,   I'm so sorry to hear your samples have been missing from your recent orders! I'm going to send you a PM now so I can assist you with this. Thanks!  see post
Kik x Sephora ka-BROW! Auction
  Kik app: http://seph.me/29PlE7N    Kik point auctions are a piece of cake. Here’s how it works: Place a bid—the minimum starts at 205 Kik points. The minimum bid will increase with every bid placed by fellow auctioners. If you get outbid, simply place a new one for a higher amount. Because winners never quit. The Benefit Cosmetics ka-BROW! Kik points auction ends July, 25 11:59 PDT, and the top 100 highest bidders will be selected by Sephora in its sole discretion to take home the brow-enhancing sample (color may vary). If you are not selected to win, any Kik points used to bid will be re-credited to your Kik account.  Good luck! Open to US residents only, age 13 or older. Limited quantities available. One sample per individual winner.  Samples have no monetary value (unless required by law) and cannot be transferred, exchanged, sold, or returned.  Sephora is not responsible for lost, stolen or damaged rewards.  Sephora and its brands are not responsible for any taxes incurred.  Sephora shall not be responsible for service interruptions, loss of data or errors caused by Kik or other reasons outside of its control. Rewards are subject to change, alteration, substitution, cancelation, suspension, or termination by Sephora in its sole discretion.  Offer valid only on Kikfrom July 21-25, 2016 and not on www.sephora.com or at any Sephora store.  Void where prohibited by law. 
see post
jazzibaybay / NEWCOMER / replied
So does anyone know when they are announcing the winners?? see post
Payment options
I was just wondering if I can use a Visa Gift Card as a payment option? I have a balance of 43 cents because I was short that amount after entering my gift cards and I don't really want to have to put 43 cents on a credit card. That's all, thanks!
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MakeupLover1941,   We do accept Visa Gift Cards! If you need assistance with placing an order, please give us a call at 1-877-SEPHORA. Thanks!  see post
Unsuccessful authorization but I was charged
Someone please help me! I made quite a big order (almost $700) and my shipping status showed 'unsuccessful authorization'. I called in and a representative told me that this was because I accidentally put down my address twice...   However, my bank card has been charged!!! I was told I had to wait 45 days for this to be reversed... How are you able to take money out of my account within minutes of me ordering something, but I had to wait 45 days for it to come back to me?! I'm not going to even receive my items! Someone respond ASAP as this is not a low amount of money and I need it back immediately.
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SharonaNowak,   Oh no! I would be happy to look into this for you. I will be sending you a private message regarding this. Please check your inbox when you have a... see post
I got a VIB card in store, but I don't think this card is connected to my original account.
I used my email address to sign up for beauty insider when I was purchasing online for the first time. Serveral months later I got a VIB card in store, but the assistance did not ask for my email address or my phone number. When I tried to log in again I found out I my account astatus is still beauty insider. I was wondering if i have multiple accounts? Can someone help me to link my VIB card to my email address (original accounts) and transfer the points into one account? Thanks.
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi qqbai,    I would be happy to look into this for you. I am going to send you a private message regarding this. Please check your inbox when you have a moment. Tha... see post
How long does it take for a product to restock after being sold out?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ShelbyCooper,   It depends on the specific product! If you provide me with the brand/item name, I can check our inventory system for you! :)   Always, Danee... see post
What should i do with this
This is what I got. This is what I saw when I opened my box. It is becca highlighter I got through promo code Instaglow. I don't know how can I claim for damages. Please help me feel better about this.        
see post
SPECIAL GUEST yesuli / SPECIAL GUEST SPECIAL GUEST / replied
Umm.. where is the contents?   see post
Does Sephora Price Match?
Tarte is currently having their friends and family sale for 30% off. Can Sephora price match this? I'd rather purchase at Sephora than Tarte. Thanks!
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gracein19,   We do offer price matching within certain rules and limitations - regretfully we only offer price-matching on a competitor's regularly priced items, ... see post
Is it just my local outlet?
Have the free samples on checkout been discontinued or is it just my local outlet that has dropped the ball? The last few times (3 or 4) that I have been to my local Sephora outlet there were no samples offered, and yesterday when I inquired about them I got a blank stare and then told that there were none but she could maybe put together some fragrance ones if I really wanted. If I really wanted. What?  Did I miss an announcement about this?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DLThome,   I'm sorry for the confusion! While the Sephora store you visited may not have had pre-packaged samples at the time, you can always request for samples ... see post
Sephora Beautiful Crush
When this first came out, it costed around $50. Now, it's on sale for $29.99, and it's new normal price is cheaper than what I originally spent. Is there any way to get my money back? Its too late to get a refund.
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi XuanandSabby,   We only offer price-matching within 5 days of purchase, so if we are outside of the online return timeframe of 90 days we are also outside of the ... see post
I bought the Sephora BlockBuster Palette around 5 months ago for around $50 and now it's discounted to a lower price.
Is there a way to get a refund for the money back or is it too late or not possible?
see post
SPECIAL GUEST XuanandSabby / SPECIAL GUEST SPECIAL GUEST / replied
Thank you, didn't see this until now. see post
Transfer points
How can I transfer points I have from one account onto my my main account? 
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi wawa999,   I'm happy to help with this! I will send you a PM shortly for more information. see post
Changing Sephora Play Address?
I need to change my Sephora play shipping address for May. It says the only way you can do it is to call... but I waited on hold for 25+ minutes. I'm hoping there is an easier way! Most subscriptions boxes let you change it yourself. 
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi msmith113,   I can assist you in updating the address for your PLAY! subscription. I'll send you a PM now :)   Always, Danee see post
Sephora Beauty Insider card link to online account
Hi, I have had my Sephora Beauty Insider card for some time now, and just recently opened an online account. I would really appreciate it if someone could assist me in linking my card to my account, if possible. Please and thank you!
see post
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
lost points on Beauty Insider Card
Hi,   Last time I was at Sephora I had well over 200 points on my Beauty Insider card. I declined the rewards because I wanted to keep saving. I went to Sephora today  and now I only have 62 points...this is completely inaccurate as I am a frequent Sephora shopper and have no used any towards a reward. Is there anyway to tell what happened to my points or get them back?
see post
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
I was needing help linking my VIB card to online account. Thanks in advance!
I have the silver VIB card that I use in stores and I was needing to make a large online order but it shows I have no points. I just wanted to make sure I get the points for this order before I make the order. Any help would be appreciated!
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hschnaufer,    Upon review, I can see that someone assisted you with this via Live Chat! Feel free to send me a private message if you need further assistance wit... see post
Edit My Reviews
I recently reviewed a coupl of products for Kat Von D's beauty products but I accidentally forgot to add important information in my review. Is there any way that I could possibly edit my review to add more important information? 
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SophisticationU,   I would be happy to assist you with this! I am going to send you a private message. Please check your inbox momentarily.    Best, Mali see post
Card Charged!?
Hey i was charged for an order which i did not place. It said i missing information on my card several times while trying to order. So I ended up just not placing the order. Now I see I'm being charged... for what? I didn't purchase anything. Is there someone that I can speak to, to get this figured out?
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sxrd,   Sorry for any inconvenience caused. What you are seeing are most likely pending authorizations from the failed order attempts and not full charges. I woul... see post
Wrong Birthday
hey! My birth date on my account is not the real one, I don't know how and why it is in May but my month of birth is July! How can I change that? 
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maurane28,   I would be happy to take a look at this for you! I am going to send you a private message. Please check your inbox when you have a moment. Thank you!... see post