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Sender requested items be returned while in transit
I placed four orders and when i checked for the status of shipping they were in transit. But today it says "senders requested a modified intercep for packages. The packages will be returned to sender"? I called sephora and was hung up on twice and the 3rd time they left me on hold. Horrible customer service.. Has this happened to anyone before... I dont know what to do Help!!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Geo213, I'm so sorry for the confusion! I will look into this and send you a message with more information. 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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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KarenMartin,   Regretfully, we are unable to swap out or substitute the items in PLAY! boxes. I'm sorry about that!   Always, Danee see post
29 different orders with different items canceled in June so far! :(
Yes, it's true.  Formula X is a discontinued brand with Sephora, so their items are on sale and are out of stock as quickly as they come into stock.  I literally hover over the website and refresh for hours to purchase the colors I do not yet own.  My orders are being canceled 20+ x's bc they were out of stock by the time they got to my order to ship out meaning inventory was incorrect.  Now my orders are being canceld due to another reason: business address.  I swear someone is like stealing my nail polishes that I want or something.     Formula X items have stated 'in stock' and I add them to my cart.  Only to find out that many of the items were 'out of stock' that quickly, so they were removed leaving 1-2 items left in my cart.  Thus creating the fact that most of my orders are for 1-2 items, which sucks.  Yet, Sephora sees that as 'sketchy', which it does seem that way but it's not.  It's because of how the 'inventory' is being handled.  I agree that someone has failed in a big way, since the warehouse upgrade issues are now becoming unacceptable.  This issue needs to be fixed.  Not only that but now Sephora has my address under 'Business address' and will no longer ship to my address.  I called the Sephora Rouge Hotline and they put a note on my account, but the gentleman said that would do nothing.  So here I am.  I NEED HELP!  My father owns his own business and it's in the garage 50 ft from the house, so this is a business and residential address.  I have purchased from Sephora for years, yet now I can't?!   I am having the SAME problem that @lookupandsmile has been having with her formula X purchases.  We both seem to be HUGE Formula X collectors and I made more orders this morning, and who knows if I will receive those amazing colors or not!  I am so upset bc I spend so many hours trying to get the colors I want only to have someone remove my items and now remove my address.  HELP!!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
You're welcome, Fernleaf! I'm glad I was able to help! :)  see post
I'm trying to check out with my 15% discount, but it keeps saying TBD. WHATS GOING ON?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi grendel24 and nicole202,   I'm so sorry about that! I may suggest attempting to place your order on a desktop or mobile device, rather than an iPad, to see if thi... see post
Create BI Account Failed
Hello, I am trying to sign up for BI insider but each time I try it says "Create BI account failed", both online and on the app. Please help!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LydiaBydia!   I'll look into this then send you a PM!   Always, Danee see post
How can I cancel my order?
Hi,   I want to cancel my order, please help!!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @CyndiYu,    We are not able to cancel or modify orders once placed and processing. I'll send you a private message with additional information.   Best, Mal... see post
How do I link my Sephora online account to my VIB card?
I have both but they're not linked and I do A LOT of online shopping. Help!!!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SlyBose,   I'll be happy to help! I'll send you a PM now :)   Always, Danee see post
Two sephora accounts how to combine to one
I have two sephora accounts with different amount of points. (one being a beauty insider and one a VIB) Can I combine it into one VIB account? I didn't know I had two accounts until I did forgot username.   email me at MelindaLe313@yahoo.com 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mmuldoon123,   I can assist you with this! I'm sending you a PM now!   Always, Danee see post
Never Get Your Samples?
Just a rant here.  Got a pkg. yesterday and as usual, didn't get the samples I chose.  Looked back over my " purchases" page, and page 1 listed my orders from early November till now.  Counted up the samples I'd ordered and there were 30.  But the samples that I actually received?  Only 15 of my choices actually made it to me.  Not that they shorted me-they sent me samples, just not the ones I'd chosen.  And really dumb substitutions-I ordered a skincare sample, they sent me a men's cologne sample.   Now, I get it, they run out, so they just throw stuff in.  But a 50% batting average? Sorry, but that sucks!  I've ordered things just to get samples, but didn't get them. I've ordered things and didn't order samples, did they try to step up and throw me a few things?  No.  Does Sephora do anything to make me feel like buying from them is the right choice?  No.  I've been Rouge for a number of years now, but Sephora, why should I be?  I'm not asking for anything extra, just the stuff I ordered.  If I can't get that, why should I patronize your stores? (And I'm not even gonna touch the promo code/lack thereof situation!)   Does anybody have an answer?
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BlondeGemini22 / NEWCOMER / replied
I have had the same experience. It is so frustrating and disappointing.  see post
What products are in the Amika 500 point perk set?
What products are in the Amika 500 point perk set? I'd also like to know what is included in the Tarte set as well please. 
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ladolcelindsey,    To see the specific items in a reward, select "Quick View" by hovering over the reward, then click "View Details". This will bring you to a new... see post
New Points card please
Could I please get a new rouge points card shipped to me, I have to always give my number to the cashier... It's been 3 years and I would really love to get a new card
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sylver9,    We recommend visiting your local Sephora store for a new card.    A great alternative is using the electronic version from the Sephora App :)   ... see post
Sample Denied at Store
I find it very uncomfortable to ask for samples, they always try to get their way out of it. Still I have nothing against the Sales Rep because i work in Retail and I know that sometimes our Managers gives us orders like those. This time I really wanted to try the new Benefit Porefessional Makeup and the Velvetizer from UB. The Benefit Makeup Sample was denied because it has to be applied with the sponge it comes with; which I totally get it, that's how it was intended to be used and probably the way to get the best results BUT. I wanted to try it in my house with natural lightning and apply it with a sponge of my own to get an idea of the product and see if its a good shade match for me since the store lights can be deceiving. The Velvetizer was also denied because it was a powder which I find absurd.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @elsitahanson,   I'm so sorry to hear about your recent experience with us. I'll send you a private message to assist you further.  see post
Combining Beauty Insider Cards??
Hi, I have two beauty insider cards and would like to know how I can combine them if it's possible. I have points on both, one is a physical card and the other is an my digital card.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kshea3, I see you have been assisted with this by email. see post
ORDER CANCELLED AND LOST DISCOUNT
Hi, I placed an order online yesterday with my $15 off of $50 discount. I got a voicemail this morning saying my order was canceled because some of the items were out of stock, but that I should be able to place another order with the same discount. I called in and then told me they can't give me the same discount but they can give me $5 store credit. I'm sorry, but that's ridiculous. I don't spend thousands of dollars at Sephora and maintain Rouge membership just so I can lose the very few discounts I get because of something that went wrong on YOUR side. Can you fix this for me? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi wasabii,   I'm sorry to hear about this! I'll send you a private message to assist you further.   Always, Danee see post
help
Is there a way I can transfer points from this account to my other one because I only need 1 account. If not how do I delete this account?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EsteeLM,   I can help you with this :) I'm sending you a PM now.   Always, Danee see post
VIB points not showing online???
Hi, when I purchase things in store my points don't show up online. In December I received my VIB card and have definitely purchased more than $350 worth since then and my points haven't shown up online even though I've been using the same account. Though, when i do purchase makeup in store the cashiers tell me the updated points. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emgav1,   I'm sorry about that! I'll look into this then send you a PM!   Always, Danee see post
Hi%2C can I book a reservation or walk-in for a skin-type test%3F I wanted to find out what skin type I have before I make a purchase.
How can I make a reservation for a skin-type test? Is it free? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi yijiao,   Any of our Cast Members can match your foundation shade for you during your next visit :) No appointment is necessary!   Always, Danee see post
Nine different orders w different items canceled in June so far! 😧
Yes, it's true. When I order, items are instock.  By the time my order is processed, out of stock. I can understand warehouse upgrade issues, but this is totally unacceptable. Someone has failed in a big way. Not sure if it's the site's software or inventory control, but PLEASE fix these issues.
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HALL OF FAMER Fernleaf / HALL OF FAMER HALL OF FAMER / replied
I'M IN THE SAME BOAT!!  I have 29 cancelled orders with about 10 more orders from this morning about to become cancelled as well!! see post
package says delivered, but it's not here....
My order says it was delivered hours ago and left at my porch but its not there. I checked with my neighbors and it wasn't with them either. I have been checking all afternoon to see if it will show up and still nothing. Im concerned that its not gonna show up at all and i won't get my order that I've been waiting on. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi irenem2017,   I'm sorry to hear you haven't received your package! I'm sending you a PM to assist you further.   Always, Danee see post
Continuously Receiving the Wrong Samples
For some time now I've noticed that I rarely receive all or sometimes any of the specific samples I request with my orders.   I would totally understand if this was always due to the simple issue of them running out of stock, but I've paid close attention recently and that doesn't seem to be the cause; take a recent order I placed   as an example:   I requested a sample of the Becca Shimmering Skin Perfector in Pressed Opal (which I was really looking forward to as I love Becca products). I received this package today, and it did not include this sample; it was replaced by something else which I have received before and really don't like / will never use. However, I know this sample is still available because I went to place another order today for something I forgot, and the sample was still available to select - 3 days after I originally placed the order below.    I also didn't receive the Replica "At The Barber's" scent sample, though that one is still listed as an available sample on your website today too. I think the order below may be the second one I've requested that particular sample in, and still have yet to receive it at all.    Can you please investigate as to why I don't seem to receive the right samples anymore even when they are still in stock? Is it a processing issue you have that affects more customers than just myself, or somehow something specifically wrong with my account?   In case it's relevant, I believe this started happening around the time that we were able to select 5 samples for an extended period. However, even once we changed back to only receiving 3 samples, I'm still not likely to get the ones I request.    I definitely appreciate that samples are a free thing and Sephora isn't obligated to provide them, but it's a bit damaging to the overall experience of being a loyal Sephora customer to have this keep happening, especially when it used to be so much better. Plus, it's defeating the point of giving us samples to get us to buy more things when you don't send what we're clearly interested in.    Please let me know if you need more information from me to help resolve this. Thank you!
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HALL OF FAMER Fernleaf / HALL OF FAMER HALL OF FAMER / replied
SAME THING is happening to me!! I don't get any of the high end samples. I receive the lower end samples.   see post
ADDING VIB CARD TO APPLE WALLET
I have an iphone 7 running ios 10.1.1. I have the sephora to go mobile app on my phone. Older versions of ios supported Passbook, my VIB card was added to passbook and it was easy to add coupons from emails (such as the 20% off sale one). Passbook has been replaced with Apple Wallet and my rewards card is no longer listed. The Sephora mobile app is on the list of apps that work with Apple Wallet and I should be able to add my rewards card as well as my sale coupon, but there is no option to. I have tried scanning the barcode from the coupon email, but it will not scan.
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lena81 / NEWCOMER / replied
Hello everyone    I was also having trouble with my apple wallet Sephora card not updating . I even deleted the app and reinstalled it, and it still didn't work . I em... see post
Does Sephora price match with other online retailers?
I saw on urban decay's official website that a product I have been wanting to buy has gone on sale, but I'd prefer to purchase it through Sephora.com. Would I be able to receive the same price?
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beautybeasttits / NEWCOMER / replied
I have been a loyal Sephora customer for a few years... today I went to make a $120 purchase, but cancelled it upon price checking with Amazon.  Almost everything I loo... 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!
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beautybeasttits / NEWCOMER / replied
I have been a loyal Sephora customer for a few years... today I went to make a $120 purchase, but cancelled it upon price checking with Amazon.  Almost everything I look... see post
Out of Stock Deluxe Sample with purchase
Hi There, I made a purchase the other day and used the code "Elegant" for the TF lipstick. I received an email afterwards saying that that sample was out of stock and will not ship; however, it's showing as still active in my check out bag (considering making another purchase). I already emailed CS and they kindly gave me some BI points, however I'd much rather have the sample. Is there anything that can be done? Why is it showing back in stock, if so can't it be added to my previous order (which has not shipped)? Thank you
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi whitedahlia23,   I apologize for any inconvenience caused! I'm going to send you a PM now so I can look into this in more detail for you. Thanks! see post
Out of Stock item
I placed two orders on June 22nd and received a shipping confirmation for both today. Second order only had one Becca item and samples. I got an out of stock notification and see only the samples were shipped, no item. This is really strange as I tought all would be cancelled. The Becca item i ordered seems in stock too and i was able to add it into my cart again. I am really confused. Could you let me know if this item is in stock or not? I would like to reorder and use my $15 code. 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @canss,   I am very sorry about that! I will send you a private message so that I can look into this for you. Thank you.   Best Wishes,   Janean see post
2 Year Cosmo Subscription
I placed an order with the free 2 year cosmo subscription, and the promotion didn't even show up in my order history. Will I receive this subscription? And shouldn't it show as applied on my most recent order? Will I receive this or did it not go through? Please advise. I didn't see this on my receipt for my order. Thank you!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi viviangrace124,   I would be happy to look into this for you. I'm going to send you a PM now. Thanks! see post
I just made a purchase(online) and i forgot to key in my code for $15.00 off... is it too late to use that?
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Krissydbri,    I'll send you a private message regarding this. Thanks!   Best, Mali see post
Shipping -Canada (Rouge)
Hi   ordered 26 June, just got notification delivery is expected 6 July! is going on? I live in the GTA and am Rouge, expect deliveries in 48-hrs and have even had next day delivery. 10-days? Something doesn't seem right. 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @CheerMomma,    I can look into this for you. I'll send you a private message!   Best, Mali see post
PLAY! By Sephora cancelled
I recently received an email that my subscription to PLAY! Needed an updated card.  I updated my card, yet, it was still cancelled.  So, I re-subscribed on June 22nd.  On June 24th, I received another cancellation email.  I triple checked all my information.  Everything is correct.  Is there a reason my subscription keeps getting cancelled.  I saw where the box is listed on June 24th as an order, but it says authorization unsuccessful or something like that.  
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jacquelinee,    I would be happy to look into this for you. I'll send you a private message!   Best, Mali see post