Customer Support
Showing results for 
Search instead for 
Do you mean 
PLAY! Box
Hi, so I recently had to get a new debit card because I had lost my other one. I missed out on the January box because I had forgotten to update my card. I Updated my card and I've been getting emails about the February box but I haven't been charged. I was really looking forward to this box, I just want to make sure that I'm getting it. 
see post
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Ali112,   I will send you a private message shortly with more information. Thanks!    Best Wishes,   Janean see post
Reviews
How do I locate product reviews that I have posted? 
see post
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @AshleyNovak,   You can see the reviews you posted under your Beauty Talk account at the bottom. Please let me know if you are still unable to locate them. Thanks... see post
Order issues: Wrong Items and Broken Shadow
I just recently ordered the Kat Von D Shade+Light  palette and her liquid lipstick in Hawkwind. The large shade Laetus was crushed and Samael was chipped. I also received the shade Dammed instead of Hawkwind. I've placed orders before and have never had this kind of issue.  
see post
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @BB112,   I am very sorry about that! I will send your a private message so that I can help with this.    Best Wishes,   Janean see post
Missing products
I received my PLAY! box yesterday. I was on the waiting list for almost a year. Unfortunately the Lip Injections and the NARS lipstick was missing from my box Can someone please email me please. Thank you
see post
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @TNTMom727,   I am very sorry about that! I will send you a private message so that I can help you with this. Please check your messages shortly.    Best Wish... see post
Rewards Bazaar Issue
I already posted in detail about my issue here :   http://community.sephora.com/t5/Beauty-Insider/Sep hora-Rewards-Bazaar/m-p/2703723/highlight/true#M96 ...   But I was hoping a mod could PM me regarding the best way to proceed.     Do I need to talk to the Bloor St store, the person at Kendo Brands that booked my appointment, or someone else about getting my gift card situation rectified?   Thanks.
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mochapj,   I just read your post on that thread and will be sending you a private message shortly to assist you with this!   Always, Danee see post
What does Unsuccessful Authorization means?
What does Unsuccessful Authorization means? Why is my order being cancelled? How can i solve it? Do i need to reorder or something??
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jann9,     I'm sending you a PM to assist you further!   Always, Danee see post
Package Is Still Missing, Can Someone Please Help??
Hi all,   I received the delivery confirmation for my latest Sephora package days ago, but the box itself never appeared - it was either delivered to the wrong location or stolen! My neighbors don't have it and I've looked everywhere. I posted about this two days ago and received a very helpful PM from a mod (MariekeBT, who was lovely,) but she said to contact another mod for faster help because she was going to be away - I don't know another way to find a mod, tried reaching out directly but didn't hear back. Is there someone who can help me get this package redelivered?? Please!
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jzbel411,   I've received your private messages regarding your lost package and will be responding shortly!   Always, Danee see post
Unable to receive emails from sephora
I keep getting subscribe from email.  Called twice customer service they subscribe me but it goes back to unsubscribe.  I keep subscribing but it changes back.  Need this problem resolve not getting my order confirmation, tracking, promotions, etc. Need problem resolve.  Thanks
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BossyDi,   Sorry about that! It looks like our IT team is currently reviewing your account, and this should be corrected for you within the next few weeks. Thank ... see post
What does unsuccessful authorization mean?
What does unsuccessful authorization mean?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi arthyt,   I'll take a look at your order then send you a PM with more information!   Always, Danee see post
About Order
I made an order from Sephora 3 days ago, and I just wanted to see how the order was going by checking the tracking process and it said "Undeliverable - Need Gate Code" and it said Burbank, CA. I just want to make sure I understand that my order isn't being delivered to Burbank since that's not the address I ordered my order to be delivered to.   (Note: I ordered something else about a month ago with no problems about it being delivered, so I just want to check that there isn't anything going wrong with this one given what it says currently.)
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jiskey1215,   I'll be happy to look into this for you! I'll send you a private message shortly with more information.   Always, Danee see post
ANNOYED Utah shipping always gives the wrong samples can we fix this issue?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi stelladee,   I'm sorry to hear you received the incorrect samples although the ones you selected at the time of checkout appear to still be available on our websi... 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!
see post
zakattak917 / NEWCOMER / replied
This keeps happening to me as well and it's super frustrating. Is it perhaps a Flash shipping issue? I recently enrolled and the last half dozen orders I've receive have... see post
NO SAMPLES
I just received my package thinking, "Oh! There's a product that I received a sample for that I'm dying to try but haven't decided if its worth the money. I can finally try it!"   Wrong! I opened the box and did no find  any samples that I picked out at all. This isn't even the first time, but this time I'm really upset about it.
see post
BEAUTY WHIZ msjani / BEAUTY WHIZ BEAUTY WHIZ / replied
its the Utah warehouse if it comes from them you never get your samples see post
Becoming an Affiliate
Hi there,   I'm trying to apply as an affiliate. I already have an account with rakuten but when I search for Sephora, it doesn't bring it up. Any suggestions? Thank you
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi deidree,   I'm sending you a private message to provide you with more information!   Always, Danee see post
Can someone please help me get my points from my receipt to my card?
My boyfriend bought me a gift and didn't want to use my account because it was a surprise and didn't want me to see. So the lady told him I can add the points later. I just can't figure out how to add them to my account now.
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi brinew,   I'm sending you a pm now to assist you with this!   Always, Danee see post
Lost package and no money back
I placed an order on Nov 8th. The order number is 22****4719. On Nov 14th UPS noted that they delivered the package to a woman but actually I didn’t receive it and didn’t know who she is. My husband reported to Sephora and the customer service helped us to file a claim to UPS to invest this case a day later. It needed 8 business days to process. We understood and trusted Sephora would help us figure out the issue. We were too naïve. Nobody gave us any feedback until my husband call them again. The result was that UPS said they have delivered the package and Sephora can’t refund or resend the package again because it is worth $640.67. We requested Sephora to open a new claim to UPS again. It took another 8 business days and we didn’t received the call from Sephora for the resolution. Called Sephora again to ask update on Dec 11th, they said UPS stated that Me and my husband acknowledged that we received the package and Sephora won’t responsible it and won’t submit the claim again. My goodness, it was ridiculous and unreasonable. If I had received the package, why I still make noise here?? We called the UPS directly, they always asked us to contact the shipper. I am so disappoint and angry. Sephora phone customer service didn’t take care of me and didn’t help anything. Sephora and UPS passed the buck each other. Who cares about my package? It has been a month since I made the order from Sephora, I still haven’t received my package or refund the lost. I am really frustrated about this shopping experience on Sephora online. What should I do now to get my lost back?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I am closing this thread. I apologize if we missed your post! If we missed your post or if you have a similar issue, please create a new thread under the Customer Servic... see post
Play box
I just signed up for the Play box subscription Feb 17th. Will I receive the Feb box since they haven't been shipped out yet or will I have to wait until the end of March to receive a box?
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Kristind25,   As you signed up after the 1st of the month, the first box you will be receiving is the March box! Please feel free to send me a PM if you have any... see post
My Package Is Missing!
I have been eagerly awaiting my latest box from Sephora and was excited to see it had been delivered yesterday in the early afternoon - however, when I checked it was nowhere to be found? I looked everywhere, and checked with my neighbors as well, but no luck. I don't know whether it was delivered somewhere else or stolen. What can I do in this situation??With the items I bought, plus some rewards points I redeemed and samples, there should have been 12 items coming, and I would still very much like to have them! 
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @mztm,   I'm so sorry to hear this! I'll send you a PM soon about this too.  see post
I am a VIB member, and it works when I shop in stores, but online it doesn't work at all. ??
I get emails about my VIB points and rewards to use them online but it doesn't work. What do I do?
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @NorthernGirl18,   I'm sorry to hear this! It sounds like you may need your accounts linked, I'll send you a PM soon. :)  see post
Linking Accounts
How can I link my online and insider accounts?
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ChelR,   I'm happy to help with this! I'll PM you in just a moment for more info. see post
Missing item in Sephora Play box
I received my Sephora Play box in the mail today and the Too Faced Lip Injection is missing from my box. 
see post
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @bertina!   I'm so sorry to hear that! I'll PM you shortly to further assist you.     see post
Website problems?
When clicking on the general tab names "makeup, skincare" etc, or the subdivisions within them (palettes and value sets, face, eyes) to see general categories of products, my webpage does not load, and gives me the logo at the top of the page and the rest is white. This also happens when I search a product in the search bar, and this has been going on on all different computers i've tried, and all different wifi networks i've tried. I've been reduced to knowing what I want, and searching the name of the product with "sephora" after it in a google search, which finally displays the product page for me. Anyone else having this problem? I'd like to just simply browse the "what's new" section among others on the website. I've noticed that the site has changed... maybe that can be attributed to this issue i'm having?
see post
mlneujahr / NEWCOMER / replied
Just found this forum. I'm having the same issue on my desktop (mac) but not on my laptop (also mac).  EVERY Browser does this on the desktop.  I am glad to see others h... see post
What is the point of selecting samples when randoms are sent?
Hey Sephora,   What is the point of selecting specific samples in your order when you are just going to send random samples anyways?
see post
BEAUTY BUFF stelladee / BEAUTY BUFF BEAUTY BUFF / replied
I didn't receive the samples I picked for my last 2 orders and they are still listed as available to pick on the site days later. If you are telling us that they sub in ... see post
Payment Rejected
Hi !   My payment got rejected by Sephora and in the email it says that Sephora was unable to confirm the payment information, but when I check in my BOA (Bank of America)  account, my money got deducted.   Also I spoke to BOA representatives and they said nothing was wrong with my card and payment. Payment received (I made online transaction while talking to BOA representatives and they confirmed that my payment went through.   But like 15-20 minutes later, Sephora sent me an e-mail and said it got rejected. Anyone experiencing with this? FYI my BOA card is a debit card.   It's really frustrating because I've tried to make my purchase like 5-6 times and the result was still the same.   Ps : I am a VIB rouge member.
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AnnRachelCJ,   I apologize for any inconvenience caused and I would be happy to take a look at this for you. I'm going to send you a PM now so I can assist. Thank... see post
GIFT CARD BACK
I used a gift card in my last order (january 20) and the status of the order is:  Unsuccessful Authorization (the status in every item is canceled). How can I get the money in the gift card back if I don't have the card anymore?
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @ndrr703,   We may be able to place the funds on a new gift card or we can place it on your account as an online store credit. I'll look into this and send you a ... see post
Can I combine my beauty insider accounts?
It appears I have 2-3 accounts. Two on email and one on my card. My card has the most points and I thought it was linked to my newest email account but I guess it's not. I want to shop online but not if I can't add them to my highest points. Help?
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hvanhorn8,   I'm happy to help! I'll PM you in a moment for more info. see post
I wasn't credited with my refund after returning an item!
Hi! I made a return on January 22nd that still hasn't shown up on my credit card and I'm worried! I have misplaced the reciept I was given at the time of refund. Can someone help with this? Thank you!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ZSahar, I would recommend contacting the store directly so they can look into this for you> http://www.sephora.com/store-locations-events see post
White Card
Hello, I just got my sephora white card about a week and a half ago. Apparently, there is a welcome gift, and the lady at the store said that I will receive an email about my welcome gift, I haven't received anything yet.
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mayas09, It sounds like you might be talking about one of our international rewards programs. Where did you sign up? see post
Card problem
i have had a card for a year but never made a password. do i still have points and if so how do i make an account with that card
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DanaKK, I will send you a message to help. 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!  
see post
SIGHTSEER jodifur / SIGHTSEER SIGHTSEER / replied
Why cant you opt out of perfume.  I have a million perfume samples and don't like any of them? see post