Customer Support
Showing results for 
Search instead for 
Do you mean 
Return/Exchange
Hi! I ordered something online through my local store but after about a month of not using it I want to return it. Can I return it at a store or do I have to send it back in the mail?
see post
Return with no receipt/I did use my rewards
Can we return an item without the box? I dont know where u put my receipt but i did use my rewards account. Would they be able to find the purchase?
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MsMichelleVang,   I recommend contacting your local store directly for more information on their specific returns policy. They should be able to give you the info... see post
My order didn't include all the samples I requested
Hi All,    My order placed didn't include the free samples I requested. I was really excited because I was really considering buying them. Can someone assist with this?
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
Adding BI card - "Create BI Account Failed". Help!
I have a BI card and am a VIB. I want to make an online purchase but when I try to add my card to get the points its saying "Create BI Account Failed". Help!
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Alise84,   It looks like your BI card is not linked to your online account! I'm sending you a PM now to link the two together!   Always, Danee see post
Change my birthday on Sephora
love Sephora!!
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi steph014,   I've updated your birthday to January 22nd :)   Always, Danee see post
January 2017 sephora play box - missing face cream
Hello! I was wondering whether I could get the sample that was left out of my January sephora play box sent to me. I did not receive the drunken elephant face cream. It's a brand I've really been hoping to try!   Thanks, Rachel
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rayfaygray,   I'm so sorry to hear that item was missing from your Play! box. I'm going to send you a PM now so I can assist you with this. Thanks!  see post
I ordered a skincare product qualifying for double insider points and didnt recieve them
  I ordered a skincare set  online qualifying for the  skincare double points offer that's going on till 1/22 but did not get the double points 
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Aneesas, I will look into this for you and send you a message with more information.  see post
My order was cancelled even though I'm sure I entered the information correctly
I just got an email about an order I placed last Sunday saying my order was cancelled due to an unsuccessful authorization of my payment information. This is confusing as I double checked to make sure that I entered my information correctly, and I sat there next to my grandfather while he entered his PayPal information, so I don't see what went wrong. Please help me with this, because I need my order by next Monday. Thank you!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Serafini, On your Beauty Talk  profile page, you can click on your private messages on the right hand side. :) see post
None of my free samples were in the package for my recent online order
I recently ordered a bunch of things online, and everything was in the package except the free samples. Please help!
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @JuliaPC,   I'm sorry to hear this! I'll send you a PM soon.  see post
Did one out of stock item cancel my whole order?
Hello I made a fairly large order last night and received an email today saying " We apologize, but your recent order was cancelled due to either a system error or an inventory issue. We regret that we are unable to replace your order at this time. We have included the information below so that you can review the details of your order." My card has been charged so I'm hoping it was just the one item that I see is now out of stock that got cancelled but am unsure. Any advice would be appreciated. 
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @SilverTansy,   I'm sorry to hear this! I'm going to look into this and send you a PM soon. (:  see post
Unsuccessful Authorization
Hi, my order says UNSUCCESSFUL AUTHORIZATION and my credit card was charged, can anyone help?  
see post
pypypy / NEWCOMER / replied
Thanks for your help and I am looking forward to your reply. 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
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI @Mishenim,    I'm going to send you a private message! Please check your inbox when you can. Thanks!   Best, Mali see post
"Add more items or remove Welcome Kit to proceed to checkout"
When I tried to finish my first online shop after I became a VIB, the system kept showing "Add more items or remove Welcome Kit to proceed to checkout" and I couldn't move to the next step. I removed all the free sample and cleaned all the promotions, and it still didn't work. Could any one tell my why...Thank you...
see post
AnnaK21 / NEWCOMER / replied
I'm having the same issue! Don't know what to do. see post
Wrong Shipping Address
Hi, I was expecting my Sephora order to ship by today and when I checked my order status online, I noticed it had been shipped to my previous home address. Is there any way I can have the item reshipped or find out if it was sent to a UPS location for pick-up? Thank you.
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Shuerta,   I'm sorry to hear this! I'll send you a PM soon.  see post
what does unsuccessful authorization mean in status?
I placed an order with one day shipping and was very urgent to me, but now the status is showing   STATUS: Unsuccessful Authorization   Please explain on to why this happened.
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Sanchu,   I'm sorry to hear this. An unsuccessful authorization means that we were unable to authorize the order and it was not able to go through. I'm going to loo... see post
I didn't get my free samples !
I selected free samples at checkout and I didn't get any of them and my account order history has nothing on it? I ordered about two weeks ago and received my package but no free samples 
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @shannonrose97,   I'm sorry to hear that! I'll send you a PM soon.  see post
How do I merge my multiple accounts?
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Lexyfaye,   I will send you a private message so that I can help you with this. Thank you.   Best Wishes,   Janean see post
Play! Subscription Cancelled?
So this is rather annoying.   I received an email on 1/15 from Sephora that my Play! subscription had been cancelled. I did not cancel it myself, so I called and spoke with a representative. I was told it was cancelled due to my card being declined, which was odd, since I had updated my card at the beginning of the month. I was asked to clarify the last four digits of my card, and when I did, I was told a different card (my old debit card) was charged. The representative I spoke with was unable to help me any further. She simply told me I would have to re-subscribe (even though it seemed to be a Sephora error). After I expressed concern about the wait list, she assured me as long it was done the same day, I could resubscribe immediately. We hung up, and when I went online, as figured, I was not able to re-subscribe due to the wait list.   I then emailed into Sephora to further speak with customer service, and I was essentially given the run around by several associates. I first received the basic "We're sorry to hear that the Sephora monthly PLAY! subscription is currently full" response, which didn't answer my question. After replying back and forth a few more times, I was told that the only card on file on my account was the last four digits for my old card (even though I was looking at my account at the same moment and it wasn't on file at all - only my new card was). I was given the run around some more - I was even given a pitch about the Play! subscription - and eventually, I was told to just call the help number again.   So I called to speak with another representative on 1/16. This time, the representative was much nicer and was able to look further into my account. She confirmed that I did update my card at the beginning of the month, though it appeared it never updated on their end for the Play! subscription. When I updated it, I double checked everything and it seemed fine, so I'm not sure why it didn't go through. The representative told me next time to call after I update it to confirm again. Even though it was a Sephora error, she still couldn't help me because the subscriptions are "currently full" and told me I would simply have to wait on the wait list to eventually re-subscribe.   So I'm left with a cancelled subscription due to a Sephora error and no one seems willing to fix the mistake. I was one of the first ever Play! subscribers during the test phase and I have been VIB Rouge for several years. I spend a lot of money with Sephora and I'm extremely disappointed with how this has been handled so far. It seems like they really don't care about their best customers.   Has anyone else had this issue? Does anyone know how I can get Sephora to fix their mistake or how long I'll have to wait to re-subcribe? The whole thing seems ridiculous.
see post
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi @victoriaantonia,   I will send you a private message so that I can help you with this. Thank you.   Best Wishes,   Janean see post
Gift return
Can I return a gift and get cash for it? I have the receipt, its in new condition and its before 30 days.if i return it can it be credited back to the person that bought my gift?
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Zahrahhh, I would recommend contacting the store directly for more information and let them know it was a gift and the receipt has the gift givers information. They s... see post
Hello, I would like to connect my physical beauty insider card with my online account
Hello, I would like to connect my physical beauty insider card with my online account
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jjjcho, I will send you a message to help.  see post
unsuccessful authorization
placed an order and transaction was successful through paypal, but now it is "unsuccessful authorization", can you update me on what that means or what will happen now? Do I get a refund if it doesn't pass? and when? How can you not send an email with instructions or updates.
see post
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Megalith,   I will send you a private message with more information in regards to this shortly. Thank you.   Best Wishes,   Janean Sephora Facebook Tea... see post
Package missing
Sephora has sent me an email saying that the package been shipped. However it has been 3 days and the package has not been delivered or Canada Post says the tracking number does not exist. Where is my package?
see post
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI @Taylor97,   I'm sorry to hear that! I'll send you a PM soon. see post
How do I change my birthday to February 5th?
I accidentally put my wrong day of birth and I am trying to change it to my real birthday (.02.05.2001). How can I change it?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emmyanger,   I've updated your birthday to February 1st for you! Always, Danee see post
can you return something even though it isn't in store anymore?
Let's say your friend bought an item for $35. They give it to you  but you don't actually like the color. You mean to come back to the store and return but forget. After a month or 2 later you go to the store and see that the item you bought isn't sold at the store anymore. Can you still exchange/ return it? 
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi makeup1592837,   Our Sephora stores will still be able to accept the item even if it it's not sold anymore. However, I do recommend contacting the store, prior to... see post
Damaged product
I just purchased the tartiest pro glow online and received it in the mail but when I opened my package, "lit" was cracked and the product was everywhere. What is the process of receiving a new one asap?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi marycambridge,   I'm sorry to hear this item arrived damaged! I'm sending you a PM to help.   Always, Danee see post
Hi, how do I change my birthday to Nov 16?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi STIL,   I've updated your birthday in your account for you! You may need to log out and log in again to see your new info listed. see post
Return Product for Store Credit
Spoiler (Highlight to read) I purchased a foundation on Oct 22 2016 that I just cannot get to work with my skin. I no longer have the receipt but it went through my beauty insider account. Will I still be able to return this product, even if it is just for store credit? I purchased a foundation on Oct 22 2016 that I just cannot get to work with my skin. I no longer have the receipt but it went through my beauty insider account. Will I still be able to return this product, even if it is just for store credit?  
see post
Aly711 / NEWCOMER / replied
Thank you for the quick response. I will do so tomorrow. see post
SEPHORA POINTS
I recently purchased a product from Sephora without using a card/or giving my email address. Is there a way to redeem the points from the receipt?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sj1130,   I can assist you with this :) I'm sending you a PM now.   Always, Danee see post
Wrong email linked to my beauty insider account
Hi,   I got a beauty insider card last summer in Sephora store and made account here on Sephora just few minutes ago.  I think the card I have is linked to a wrong email.  My account does not show how many points I have and I  forgot my card when I was shopping at Sephora the other day and the cashier did not find my account with my email.   How can I fix this ?   Thanks! 
see post
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Bergtorah,   I will send you a private message so that I can help you with this. Please check your messages shortly. Thank you.   Best Wishes,   Janean see post
VIB question
while looking at the benefits for the VIB status, i noticed it said " free shipping 1x" and i was just wondering what that is and how to use it.
see post
madelinestearns / NEWCOMER / replied
hey, could you also tell me? see post