Customer Support
Showing results for 
Search instead for 
Do you mean 
Can I use a visa/MasterCard gift card to pay my order?
Can I use a visa/MasterCard gift card to pay my order? I'm just a 16 year old girl trying to get into makeup and my mom doesn't let me use her credit card lol so I was wondering if that method of payment is accepted before I go ahead and buy the gift card.
see post
SPECIAL GUEST Trinidyx / SPECIAL GUEST SPECIAL GUEST / replied
Hey! I'm 17 and don't have a bank account so I use Visa (vanilla) gift cards all the time. They usually do work for me. If you have a Visa (vanilla) one, you can go to V... see post
Help?? Got my package today, just finally sat down to open and go through it and missing product?
I just received my order today from Sephora, spent almost $300 on products. Ordered two different foundations, but only received one. It is listed however on this order sheet included in my package so I know I didn't forget to order it. Everything else arrived fine from what I can see after comparing my online order list + the one in my package. Missing item #  1713155
see post
Missing samples
    Order received today. Missing all three samples. I totally understand when one or two samples were replaced with others when they were out of stock, but getting no sample at all is just unacceptable. I had been looking forward to try those samples since the purchase was made. Very disappointed.
see post
ORDER ISSUE
My second last order I ordered the becca pearl highlighter however it arrived smashed,l I figured it was just it being pressed and fragile or a rough mailman lol, I still use it anyways but then my last order I placed was during the VIB spring sale I ordered sunset cove and sea siren in the new stila eye shadows however when I got them yesterday i noticed the difference right away only because sunset cove has air bubbles in it and at first I thought maybe I didn't shake it good enough but it still happened it's only little over half filled compared to sea seen which is completely filled.
see post
package delivered at 9:15pm?
I just checked the delivery of my sephora package.  Apparently it was delivered to my house at 9:15pm tonight.  When I went downstairs at 10:20pm, it was not there.  I've NEVER had issues with UPS or USPS, but Sephora used a new shipper this time.  I am missing my package!  I filed a police report because it is no where to be seen and the shipping says "delivered at front door".  What do I do now?
see post
Orders have been "in progress" for 4 days
I placed 2 orders on April 23rd and they both still say "in progress". Does this mean that there is a problem with the orders?
see post
NARS loose powder spilled
Hi,   My NARS powder got spilled a lot when the package shipped to me, is it possible i could get a new one or refund? Looking forward to your reply! Thanks.   Chun
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chun,   I'm happy to help with this! I'll send you a PM now for more info. see post
Order Still in Progress
Hello,    I placed an order on April 21st. Today is April 26th and the status is "still in progress". When will my order ship?   Thank you!!
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jenandsarah,   Due to high order volume, some orders are experiencing processing delays, and your order should ship out soon. I'm sorry, I know that can be frustr... see post
black residue on Sephora pro brushes
So I have a bit of a dilemma, I purchased two Sephora pro brushes (59 & 79) (not more than 2 years ago and at separate times) to this day the bristles leave behind a black residue...I know the brushes are supposed to be under warranty for 10 years, how to I go about getting a refund/ exchange? ( I no longer have the receipts, and 1 might have been purchased before I got my Sephora beauty card) I tried returning to the store, but sadly, the girls at the cash didn't know what to do ( When I tried going back the following day in hopes of being waited on with someone with more experience, they also encountered difficulties) please help!!!  
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Na7asha7aylor,   Sorry to hear that! Most likely, the black residue you're seeing is just residual dye coming out of the bristles after washing, it's nothing to w... see post
Flash Shipping
I placed an order on Monday around 9:45am. I received an email Tuesday around 11:30 am that the order had shipped. The expected delivery isn't until Friday. How is this 2 day shipping?? This isn't the first time either!
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @amhat10,   I'm going to send you a private message to assist you further. Please check your inbox when you have a moment. Thanks!   Best, Mali see post
miss item from order
I received my order today, item # 1877224 , no foundation there, sent me empty box. No sephora in my city, what should I do? 
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @gracefang627,   Sorry to hear about this! I'm going to send you a private message to assist you further.    Best, Mali see post
NO FREE SAMPLES IN TWO ORDERS
I placed two orders on these 2 days and on both orders my free samples were taken off: April 11  April 19    I always order online and try new products this way so if one of the mods can help me with this, that would be great. In total, I'm missing 6 samples. I would like to place another order but not if my samples are going to be taken off again.   Thanks, Once
see post
HALL OF FAMER bratknits / HALL OF FAMER HALL OF FAMER / replied
I just got my second package in a row, spaced weeks apart, with no samples.  Once is a mistake, twice is some kind of issue with the system.  Both times they disappeared... see post
HELP!
I received my online order today, but nothing I ordered was inside the package. 
see post
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @DelilahJ,   I'm so sorry to hear that! I'll send you a pm to help you out. see post
Someone help me change my birthday.
I need help. I made my birthday as Feb. 2, 2003 and put a random date, but now I realize there is a birthday gift offer. Can someone help me change my birthday as November 12, 2003, my actually birthday. It would be a great help.
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Aderbas44,   I went ahead and changed your birthday to 11/12/03. Thanks :) see post
MY ORDER HASN'T BEEN SHIPPED YET FOR 4 DAYS
I placed an order 4 days ago, but it hasn't shipped yet! I wonder what's happening, and when can I receive my order?? It's a gift for my mom, so please help me ! Thanks !
see post
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Irisren,   I'm so sorry to hear that! Due to the high volume of orders placed during our recent Spring Promotion, all orders may be delayed an additional 2-4 bus... see post
Order hasn't even shipped?? (Flash 2 day shipping)
I placed an order on the 24th and usually they ship right the next day or even on the same day if I order it early enough. Its the 26th and still no shipping update? 
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Jane111,   I'm sorry to hear this! I'll send you a PM soon about this.  see post
package says delivered, but it's not here.
I've ordered multiple times from Sephora. This time, I ordered $400 worth of stuff. According to Canada Post, the package was delivered to me today. However, I received NO notice from Canada Post indicating that the package was delivered to my door step or to the nearest post office. No one rang the door bell either. I only realized it was "delivered" because I decided to check the tracking information. I don't know where my package is because I literally have no information slip from Canada Post and I can't find any info in regards to this on the Sephora website.    What am I supposed to do?? I'm really upset because $400 is not cheap    
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @ddchieng,   I'm so sorry to hear this! I'll look into this and send you a PM soon.  see post
I did not receive a conformation email??
I did not receive a confirmation email when i placed an order but the money has been taken from my account?? Will i receive my order??
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @adelle2001,   I'm sorry to hear this! I'll look into this for you and send you a PM soon. (:  see post
Unsuccessful Authorization - order cancelled without notice for the 2nd time
I placed my order during the VIB spring sale.  As a VIB, I used the VIBSPRING coupon.   I first tried to use the coupon for overseas sale for delivery straight to Japan (where I live) to no avail.  After 20 minutes of trying to figure out why it wouldn't work, I was told that the VIB sales were invalid for overseas sales.   Let's not even go into why that's completely insane, but OK whatever.     I then changed my address to my US office address.  First time I put through the order perfectly, everything fine.  I checked the order later that night out of curiosity to see if it was being shipped yet - and it read Unsuccessful Authorization and all the order was cancelled.  I spent another 20 minutes on the phone to Sephora customer support, explaining about my address in the US, etc.  The order was replaced with the VIBSPRING coupon code but I missed out on a bunch of products I wanted because they had sold out between the time I ordered and the time my order was unceremoniously cancelled  without any notification to my email or phone.     The order was then changed to Shipping and I thought that was that.  However, I've now just logged in again and noticed that my 2nd order (EDIT: The order that was actually placed by SEPHORA customer support!!!!!!) was  again  changed to "Unsuccessful Authorization"  once again without any notification to my email or phone, and my COMPLETE ORDER CANCELLED.   So let me get this straight: customer service placed the order again because I originally had "Unsuccessful Authorization" and then  the order PLACED by customer service was marked as Unsuccessful Authorization?!   What kind of two bit company is this? I was under the mistaken assumption that Sephora was some kind of large company capable of actually selling products to a person who is  trying to give you money!  However, now the VIB sale is over  AND  a bunch more of my products that I wished to buy are out of stock!  Let's not mention the fact that  I HAVE BEEN CHARGED (!) for this with no refund yet!    
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @vavis,   I'm very sorry to hear this! Please rest assured if the order has been cancelled due to Unsuccessful Authorization, the amounts you are seeing on your a... see post
New Give me Some Nude Lip set.
Hi!   Just wondering if any experts can let me know when the new Give Me Some Nude Lip kit is going to be available in Canada?
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @bharvey,   At this time we do not have an availability for this set in Canada. I'll reach out to see if we are able to get a date. If I do, I'll be sure to send ... see post
New Website
What's the deal with your new website? Many links are broken or take me to blank pages. The menus drop down for a micro second.  I have to try several times before I can grab a link (that is then broken or a blank page).  Even my Beauty Talk links are broken!  However, Beauty Talk is the only thing that seems to work moderately well if I can get past the screen not scrolling or scrolling significantly past the next item.   I hope this is just a test run or an anomaly that will be fixed shortly (like within the next few hours).  I don't normally complain, but I don't like change and I don't like change that doesn't work.
see post
SIGHTSEER lauren44 / SIGHTSEER SIGHTSEER / replied
I have not been able to shop on sephora.com from my Mac for over a month now. I chatted with customer service and was simply told that there have been "no reported prob... see post
WHAT is wrong with the website??
It has been days, constant 400 errors, When will this be fixed???
see post
SIGHTSEER lauren44 / SIGHTSEER SIGHTSEER / replied
I have not been able to shop on sephora.com from my Mac for over a month now. I chatted with customer service and was simply told that there have been "no reported probl... see post
Order still in progress
Hi! I placed an order 4 days ago and when I keep checking the order it still says "in progress". I'm a VIB rouge so I'm supposed to have free 3 day shipping. I was hoping somebody could tell me what is happening with my order. Thank you!
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chelz2219,   I'll check the status of your order then send you a PM!   Always, Danee see post
Sephora employees rude every time you return?
I honestly never post on here, or go the extra yard to complain about customer service but I have had it with Sephora employees acting like they own the store! I am a VIB Rouge member, so It is shown that I shop at Sephora frequently. Every time I go to Sephora to return something ((Which isn't often maybe once every few months)) they made me feel like a criminal, as If I stole the product or something, even though I have my receipt and I always return products I did not end up liking in It's original package, barely used, and within a week. I honestly get scared to return something because I know the kind of attitude I always get.   Today particularity I went to simply exchange a foundation I had bought three days ago, which was too dark for my complexion. I even had the foundation which I bought swatched on my skin tone by the Sephora employees which picked this color out for me. The lady at the counter was eager to help me, but as soon as I mentioned the word "Return"  her attitude took a U-turn and rolled her eyes at me. I wanted to tell her why I was returning my items, but she didn't ask me a thing, nor did she offer me any help in finding items that would be right for me. She told me "you do know all these items returned go to waste right?" in such a snobby way. I simply told her I only used one application, and Iater on today I found out returned products become testers. So she obviously made a reason to make me feel bad. When the painful transaction was finally over she simply stared at me. When I looked back she said "What do you want now?". No "thank you" or "have a good day". I wish now I asked for her name but I was so eager to get out of there. They make me feel as If I'm a criminal or stole the product. I only buy things online now && even pay extra for shipping despite their being a Sephora 5 miles  from my house to avoid their TERRIBLE CUSTOMER SERVICE. 
see post
Aime23 / NEWCOMER / replied
It seems like Sephora's service is on fire here! :-D Every single time I shop at their shop no matter what branch is, staffs are so uncourteous. As I went there yesterd... see post
My orders are still in progress !
I placed 2 orders . One was placed 3 days ago and the other one was placed one day ago. However, i still did did not get any shipping confirmations for both of them and whenever i try to view my order status it shows me that they are still in progress. So , can i know if my orders will be shipped soon or not ?  Thank you!
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hebam268,   I'll take a look at your order then send you a PM with more information!   lylysa, thanks for providing this information to hebam268! :)   Alw... see post
how do I change my birthday date?
  Hi! I'd like to know how to change my birthday. When I make an account, I just put my birthday randomly. M y actual birthday is April 30th (but my account says January).  Does anyone help me this out, please?    Thanks! 
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chinksosadity,   I've updated your bday to May 2nd for you :) Happy early birthday!   Always, Danee see post
Mother’s Day #SephoraSweepstakes
  Surprise mom or treat yourself to a Chloé grand-prize bundle. Enter for a chance to win the Mother’s Day #Sweepstakes, and you could be the proud of owner of a wallet and sunglasses, plus bath and body essentials from the Parisian-chic brand—worth more than $1,000 altogether.   To enter, tag your mother or a friend in the comments of our original sweepstakes post between 12pm PDT Tuesday, April 25, and 12pm PDT Wednesday, April 26. Be sure to follow @sephora on Instagram, and include #SephoraSweepstakes in your comment as well. Keep in mind you can only enter once, so make it count! The lucky winner will be announced on Monday, April 24.   All valid entries received within 24 hours from the start of our giveaway are eligible to win. The winner will be selected at random from the pool of eligible entries. See official rules here:
see post
Why are points not showing in my account?
Hi, I have made several purchases past month and week inside the JcP Sephora store and I'm checking my account and is not showing any points.  
see post
Alvarez08 / NEWCOMER / replied
Thank you so much see post
MY ORDER GOT CANCEL WITHOUT ANY REASON! ANYTHING I CAN DO?
Hi I place an order on an item that is normally out of stock. I check  every day to wait for it to become available. When i was finally able to purchase the item, they called me back 3 days later saying it my order was cancel. I called the customer service and they just told me the item is now out of stock again and wouldn't do anything for me. I am piss about how sephora is treating their customer like this. Anything I can do about it?
see post
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @hao1234,   I'll look into this for you and pm you shortly! see post
Affiliate program US
I signed up for affiliate program but it's only letting me do BR and AU; not US! Help!
see post
BEAUTY BRAINIAC JNN0321 / BEAUTY BRAINIAC BEAUTY BRAINIAC / replied
Still waiting :-( see post