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Customer Support
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Oinksters
Merging points from card and online account
Hello, can someone please help me merge my Sephora card with my online account?
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GinMaria
Return without return form
I recently purchased something online and I'd like to return it. I don't have the order summary or the return form. How do I go about returning this?
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Monii5509
Monii5509 / NEWCOMER / replied
hi so if I would like to return something is the order summary my order detail because I don't see anything saying order summary. please and thank you.  trying to try ... see post
mamare5
How do I delete by account?
I just went to Sephora and I signed up, but when I went online I realized that already had a different account in which my points are not in. What do I do to get my points?
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Wuffa
Wuffa / NEWCOMER / replied
Hey, I did the same thing. I've signed up in-store to become a beauty insider, I go online and somehow manage to make a different account with the  same email address ... see post
luckymama90
Did I get a bad batch of Smashbox "Pout"
I think I may have gotten a bad tube of Pout.... I got the smaller more vivid one in last years give me lip set (I just started using it) but the one I got in this years seems like it has hardly any pink pigment and just seems... Lame.... Or did Smashbox redo the formula since then??
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lucky! I am sending you a private message to help.    Cheers!  Kevin  see post
sephoraaag1rl
Points & History
I am not sure what to do.. my previous transactions do not show up and my online account says I have 0 points and I am a VIB so I know I don't have 0 points.. I haven't redeemed anything either. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there! Please check your private messages when you get a chance.    Cheers!  Kevin  see post
sephoraaag1rl
points & histrory
Hi, can someone please help me sync my points / sephora card with my online account? I'm hesitant to make any online purchases now. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hello! I can help with that. I am sending you a private message with more details.    Regards,  Kevin  see post
SelenaGxo
Missing Purchase and Points
I recently bought something at sephora and I checked on my account and its not showing my points or my purchases. When I bought my product the cashier told me how many points I have but I don't remember. Help
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nataliebreen! I am sending you a private message to help.    Cheers!  Kevin  see post
jesstea
Similar mascara to Korres volcanic mascara?
Hi! I'm totally heartbroken that Korres volcanic mascara has been phased out and that we (people with the mascara in their purchase history) weren't at least given any kind of warning =\. Maybe in the future you guys can let people who've bought a certain product know before you get rid of it in stores.   What is a good alternative to this mascara?
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JessicaLauryn
SPECIAL GUEST JessicaLauryn / SPECIAL GUEST SPECIAL GUEST / replied
This mascara is on sale right now on sephora.com for $10! see post
SeanS
Can somebody help me connect my VIB card with my online account?
I have a VIB card, but I have idea how to connect it with my online account, can somebody help me?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SeanS,   I can help you with this. I'm going to send you a private message to get a little more information from you.  see post
luckymama90
need help with a return
I need help with a return. Every time I get a chance to call the Sephora phone number it is closed
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
You're welcome, luckymama90. Please let me know if I can help you with anything else! see post
HelenR1
Points
Hey, I just made an online purchase of 94$ not including taxes, but i only got 79 points added to my VIB account?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi HelenR1, I can look into this for you! I'm going to send you a private message to a little more information from you. :) see post
gingerblack
No discount for Canadians??
I'm really disappointed to see that Canadians are not offered the discount on the new Makeup for ever eyeshadows. We already get charged so much more. Even though the colours are great, I will not be buying from this line because Canadians are not getting the same discount. Please forward this to whoever deals with this and hopefully it can change.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gingerblack,   I don't have specifics as to why the discount is only available in the stores and not online. I am very sorry for the inconvenience.  see post
fionaemmi
I forgot to give my Beauty Insider Card at the register?
I forgot to give the cashier at Sephora my beauty insider card, the points would have brought me up to a VIB, and called customer service. They said because it was over $100 I had to email a picture of the receipt to client.service@sephora.com. I enclosed the picture along with my issue. This was several days ago and I've yet to receive a response. Can someone just add these points on for me already?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi fionaemmi,   I am sorry you haven't received a response from our customer service team yet. I can make sure your Beauty Insider points are added for you. I'm goin... see post
hellofinnbear
VIB card with online account
Hello,   Can someone help me sync my VIB card with my online account?
see post
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hellofinnbear!   I can help you with this. I'm going to send you a private message to assist you further. :)  see post
loveleimua
VIB SEPHORA card
How do I sync my VIB sephora card to my beauty insider account online?
see post
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi loveleimua!   I can assist you with this. I'm going to send you a private message to assist you further. :) see post
JENY1411
VIB welcome 10% off coupon expiration date
I just got my VIB welcome 10% off coupon. It says on the card that this coupon will expire after 30 days of my VIB qualification date. However I have heard that this coupon actually can be used within 90 days from the date I became VIB. Is this true? I want to save this for Holidays items coming in November.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JENY1411,   I'll message you to help with this! see post
Katfaceklm
Missing Purchase and Points!
I got a Beauty Insider Card in June when I made my 1st Sephora purchase (Sephora in JCP).  About a month or two later I finally created an account online.  Was there a time limit for the purchase and points to "transfer?"  Ever since I created the online account nothing has showed up and I've been too busy to stop in and ask about it.  I no longer have the receipt, but I purchased the Sephora Favorites Frangrance Sampler ($22 - $37 value) and an additional free fragrance with coupon.  My friend made a similar purchase (same sampler, different additional fragrance) and her purchase and points are showing for her.  Did I do something wrong?!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Katfaceklm,   Your Beauty Insider Card and email address are not linked together, which would explain why you are not seeing the full amount of points! I'll send ... see post
zico
It's my birthday month, how do i redeem my rewards as a Beauty Insider?
as described on title. I am placing an order and it hasnt offered me my two gifts for my birthday day month? How do i access it to my order?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Anel,   I'll send you a message now to help out. see post
Lucky03
Ocho Loco 2 on Sale in Canada but not US?
Hi,   Is there a reason that the Urban Decay Ocho Loco 2 eyeliner set is showing up in the sale section on the Canadian site, but is still regular price on the US site?  This seems very strange to me to list an item for sale in one country but not another, as it is still the same company selling the same product regardless of the location. Thank you!   http://www.sephora.com/ocho-loco-2-P382583?skuId=1 550631
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Lucky03
BEAUTY PRO Lucky03 / BEAUTY PRO BEAUTY PRO / replied
Thank you!  I'm hoping to be able to get one at the sale price! see post
madhazeee
How can i combine two beauty insider cards into one?
melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Madhazeee,   I'll send you a message now to help with this! see post
AlicAliV
I Forgot To Use My BI Card, Can I still Add My Points?
I forgot to use my BI card on my recent purchase. Can I still get my points added to my account?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi diphenhydramine,   I can help add your purchase also :)  I'll send you a message to help!   xo, Mia see post
AmieeD
Charged Twice
I was charged twice. I attempted to order the V1 palette yesterday from Tarte. But my internet was acting funny so I wasn't sure if the order went through. I checked my bank account and discovered i was charged but I had not received an email from Sephora and my purchase history said nothing was bought. So I just ordered the palette right now. Will I be able to get my money back from the first purchase? Even if I never got a confirmation email from Sephora
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AmieeD,   The additional transaction amounts from Sephora.com that you see on your credit card or debit account are temporary authorizations from failed order att... see post
Broo127
missing samples
I see that lots of others have had the same trouble with missing samples. I hardly ever shop at the Sephora store just because they never have any samples at all.  :-(   So I order online especially to try out new things. Some of my favorites have been discoveries I've made only because of samples, e.g., Dior Addict Fluid Stick in Aventure: Once I tried the sample, I couldn't wait to buy it! (I actually got it at the store, because I couldn't wait!) So it is just so, so disappointing when I don't get the samples along with my order. It happened again today. I tore apart all the packaging and the paper filler and everything, just couldn't believe my Ole Henriksen Sheer Transformation sample wasn't in there, especially since it is listed on the packing slip. But it's not there. I could understand if they ran out of a particular sample and replaced it with something else, but that's not the case. This is not the first time it's happened, either. I've always felt like, well, it's a freebie, I shouldn't complain, but now it's happened again and I do feel like it shouldn't be offered if it's not going to be fulfilled. My customer experience: Not So Good.
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Broo127,   I'm sorry your samples were missing!  I'd be happy to take a look at your order for you :)  I'll send you a message to help.   xo, Mia see post
theaccounting
Sephora no longer available for Ebates Canada?
I just logged on to ebates, and I no longer seem to be able to find Sephora? Is this actually happening? 
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Jaimie1234
SIGHTSEER Jaimie1234 / SIGHTSEER SIGHTSEER / replied
This is terrible! see post
buzzbee3
Thread for missing points?
Is there one? I always seem to be missing points whenever I buy StriVectin at my local SiJCP. Is it because Freestanding doesn't carry it? I tried calling the hotline and was on hold for ever (I eventually had to hangup because my lunch break was over). Can a MOD please help a girl out? Anyone else have trouble with points missing when buying StriVectin items?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi buzzbee3, I'll send you a message to help out! :)  see post
Tamtamcham
Two Beauty Insider Accounts?
I bought from Sephora online for the first time today, created a new account for Beauty Insider, to find out that I have the Beauty Insider card later, now I have two accounts set up, both with points in account, help? 
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tamtamcham,   I'll send you a message now to help out with this! see post
maioinasf3245
unsuccessful authorization
Hi, I placed a order in last night and it should be sent to my friend's home and bring it to me. However, I checked the order online now and the status is "unsuccessful authorization". Does it mean the order has been declined? Looking forward for a quick response i ordered using a gift card but was required to enter a credit card in formation with different address in different country since this credit is mine since i used to live in different country, what is the problem this is not the first time i order using this method  Mai
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maioinasf3245,   I'm going to send you a private message to get a little more information from you so I can research this issue further for you. Please check your... see post
mocheetoe
A definitive answer on Kat Von D Lock It 42?
Kat Von D Lock It Tattoo foundation in shade Light 42 came back into stock this morning after being gone for so long. I quickly placed an order, but I notice now that it shows as "permanently out of stock." Did you guys really get some back in and it just sold out quickly, or was that just a fluke? I called CS but they couldn't give me a definitive answer, only that my order would be cancelled within 24 hours if they didn't actually have any stock.
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Jax1078
Jax1078 / NEWCOMER / replied
I signed up for the email notification but how soon is "fall"? My color in estee lauder double wear (shell) was discontinued, and after much research I'm thinking this w... see post
kennedy16
I have a VIB card but I don't know how to link it to my online account
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ekamm, I'll send you a message to help. :) -Laura see post