Customer Support
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I haven't received my email for the Holiday Coupon
I am a VIB memeber and I haven't receive my holiday coupons yet. Is there a way for me to get this? Thanks 
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2016 HOLIDAY REWARD CARD - BI, VIB & ROUGE
I haven't received my email for the Holiday reward code. Please help!
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Haven't received $15 off code
I haven't received a $15 off code in an email. How can I get one?
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$25 code not working
Hi, I received my $25 off $50 code but when I tried to check out it claimed that the code has been used. I haven't used it so someone else must've had my code as well. Please help!
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Holiday Reward
I haven't received my email for the Holiday reward code. Please help!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tnz022,   I will send you a PM to help with this in just a moment! see post
hi, i never received my loyalty reward offer code ??
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lilcrumpet,   Sorry to hear that! I'll PM you shortly to help. see post
Never received Loyalty Reward Email
Hi, like the other people here, I have not received my Loyalty Code either.  Can someone please help me?  There is a purchase I would like to make and would like to use that code.  Thanks.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CKTaskeshi,   Sorry about that! I'll send you a PM in a moment to help. see post
Loyalty reward
I got a mail flyer about loyalty rewards but never got the email...
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jt0127,   I will send you a PM to help with this shortly! see post
VIB Rouge Welcome Kit/Card - Still Waiting!!
Hi I became VIB rouge and they did not have the welcoming gift or the card in stock and they said they would not have it for awhile. I also went to another Sephora store and they were also completely out. Is there any chance I would be able to receive it in the mail?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Urlacher7,   I'm sorry about that! Regrettably, these are currently out of stock online as well. We hope to have them back within the next couple of weeks, so ple... see post
Can someone please help me with an order related issue. Its really urgent
Hi Team Sephora! Please DM me for my order number & I'll elaborate on this issue I'd immensely appreciate it. Thank you
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LadyPS,   I've just responded to your PM, please check your messages when you have a moment! see post
Beauty insider points are not showing
I bought some makeup instore and my points are not showing up on my account
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lostinstereo,   I'm happy to help with this and will send you a PM now! see post
missing beauty insider points
I have made a purchase in stores, and do not see my rewards added to my account, how do I get my points?
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lostinstereo / NEWCOMER / replied
I am also having this same issue. see post
Didn't receive my 15 off 50 code
Didn't receive my 15 off 50 email nor code. Any help is appreciated, thanks!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TaroTaroPie,   I will send you a PM to help with this now! see post
Refund not received
Dear Sephora customer service, i am very dissapounted to be writing to you again about the same issues from around 2 months ago. In short I had an awful reaction to the philosophy products I received and through an exchange of emails I was told I could have a refund and then told I had to send the products back to get a refund despite living in the uk and as I explained I felt the emails quite patronising. I then sent a message via the website to a woman who was very helpful said she had processed the refund but this was on the 3rd of November and I still have not received the refund. In past I have loved shopping from Sephora and had great experiences but this has really tainted my view so I have refrained from doing my Christmas shopping on your website. Yours SIncerely, Ellie 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @taylor1126,   I am very sorry to hear this and apologize for any inconvenience. I'm going to look into this for you and I'll send you a PM about this soon!  see post
$25 off $50 code not working
It says that I've already redeemed the code though I haven't. Please advise!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @loyalblue,   I'll send you a PM about this soon too. (:  see post
Have no recieve 25$ promo code - and birthday email :(
I didn't receive any code for holiday redeem and i didn't receive my birthday email also so sad  
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @mymeo,   I'm sorry to hear this! I'll send you a PM soon about this. (:  see post
Haven't received $25 off $50 email code
i received my flyer in the mail for my VIB ROUGE $25 off $50 loyalty card but never received an email with the code. Help!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @sjwatson,   I'm sorry to hear that you didn't receive your Holiday Reward Card! I'll send you a PM soon. (: see post
$25 promo code not working
Hi,    I'm trying to use my VIB rouge holiday reward card promo code online but it kept saying that it has already been redeemed. My last Sephora online order was on the 3rd and just received the email for the reward card on the 7th. Please advice. Thanks.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bambi23,   I'm sorry for the trouble you're having redeeming your Holiday Reward Card! I'll look into this then send you a private message.   Always, Danee see post
Somehow ended up with two accounts, helping with merging them?
When I checked out this afternoon the associate who was helping me noticed that my phone number lists a second account. I'd like to have it merged with my rouge account and have all of my points transferred over. Is that possible? I think it may have happened when I visited a JC Penny location.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JeniferNicole,   Yes! I can help you with this. I'll send you a PM in just a moment.   Always, Danee see post
Beauty Insider Code Hasn't Been Sent
My beauty insider code has yet to be sent. How can I fix this?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi literaturelove,   I'm sorry you haven't received an email regarding your HRC. I'll send you a private message to assist you with this!   Always, Danee see post
I have not received any promo codes for the VIB Sale
I have some items I'd like to purchase with the $20 off $50 sale but I have not received any information on this promotion.    Thanks 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Britt2017,   I'm sorry to hear that! I'll send you a PM to provide you with your HRC information.   Always, Danee see post
Unsuccessful authorisation - but no emails or refunds to let me know??
I placed an order less than 12 hours ago and when I logged in to look at something else, I noticed that my points had been reduced to the same amount that it was before my order. Upon checking, the order status comes up as unsuccessful authorization - no other actual reason to say why it was unsuccessful. NZ based credit card (AMEX), but US shipping address. I know that NZ is one of the countries you guys accept billing addresses from, so that can't be the problem.   Furthermore, my credit card is still missing the money paid for the order so it's clearly not the payment side of things. With this order being cancelled, I'm running into several problems - I am not able to make use of the $15 off code; limited edition products that may sell out and I miss it; some of the items I've ordered were online only; I don't know if the birthday gift will now stay 'claimed'; etc.   Can someone please help me with this? I can't call over the phone and it's impossible trying to catch someone on the live chat because they are always busy.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi asaphia,   I'm sorry to hear your recent order has been cancelled and that you didn't receive the auto-generated cancellation email! I'll look into this then send... see post
In-store purchases/points not showing up online
I made a purchase in store almost 2 weeks ago and it still hasn't shown up online. I know for sure my card was electronically scanned as the cashier told me that my VIB status had been renewed. But, there's still no difference on my online account. Please help me out, thanks!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Anne322,   I can help you with this! I'll send you a PM shortly!   Always, Danee see post
Unsuccesful Authorization
After i placed an order on wednesday 25th of may and i got a confirmation email from sephora.com then my bank sent me also a confirmation  that they charged me with the cost of the order, i get an email on the 26th of may from sephora  that the order has been canceled due unsucessful authorization, what should i do? please respond as soon as possible. 
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xink / NEWCOMER / replied
I have the same issue. Could someone help me with the cancelled order?  see post
I did not receive my samples!
Hey Sephora.... Why do you advertise 3 free samples but don't send them? Very disappointing, I don't have a store nearby that I can go to and claim my samples. If you don't have them, please do not promise and do not send an email with shipping info for these items. - Or just send something similar that we can try before buying the full size.      
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KatherineCHAT / NEWCOMER / replied
Same here!!  I did not receive them either.  I remember placing them only to find out they were deleted after placing the order.  This is not right!!   see post
I would like to pre order two Kat Von D products due for relese this month. How do I do I do that?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Coolaid58,   Regretfully, we do not offer pre-orders on any of our products. I'm sorry about that!    Always, Danee see post
Unsuccessful Authorization: you should do something with it
Hi!   I were the one who unexpectedly saw at my profile these two beautiful words "Unsuccessful Authorization". Yes, I were charged. Yes, there're holidays soon and I were expecting some small presents to my dearest- Yes, I'll have my birthday in a few days and decided to have these small presents from Sephora. Silly me!   Dear Sephora, I was looking through the threads of complaints where people talk about this Unsuccessful Authorization. You should definitely do something about it, not only answering: "We will reply you privately". Please, don't forget to send email to people when their orders were cancelled.    Reputation is a tiny glass. It can easily be broken by such unpleasant things.   With kind regards, Yaroslava  P.S. If you're going to answer me as Artificail Intelligence, please, don't do it. It's ok if I don't have my money back. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yaroslava9,   I'm sorry to hear your recent order has been cancelled and I appreciate your feedback! I'll look into this for you then send you a private message w... see post
Have not received the $25 off coupon
Hi, I have not received my $25 reward code yet. Would you help me out? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi miiduuongg,   I'm sorry to hear that! I'll send you a PM now.   Always, Danee see post
I received my VIB Advertisement for $25 off 50 flyer in the mail but Haven't received the Email Code
I was wondering if i missed something and kept checking the flyer but nothing is there. I'd really like to use it and the time is running out for me to do so. I was wondering if there is anything i can do to figure out what's going on?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi XiomarasCurse,   I'm sorry to hear you haven't received an email regarding the Holiday Reward Card promotion! I'm sending you a private message now to assist you ... see post
Missing and incorrect free samples
I received my package (yay!); however, I only received two of the three free samples I selected and one of those two was completely different from what I selected. It's such a fun perk to be able to select free samples with an order, but it's disappointing when they're incorrect and missing. Is there a way to get the correct samples? Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi zyween,    I'm sorry to hear that! I'll send you a pm to assist you further.   Always, Danee see post