Customer Support
Showing results for 
Search instead for 
Do you mean 
Change my birthday on Sephora
love Sephora!!
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi taylorgerdes10, I've updated this for you now, you should see the change take effect within 24 hours. see post
Connecting VIB card to online account
Hi! I recently became a VIB member but I do not have an online account. I want to place an order online with my VIB 10% off promo, but when I signed up online with an email there was no way to link the VIB card. As such, when I tried to place an order, the promo code was declined, saying I wasn't eligible. Could you help? Thanks!
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rosabelloriakhi,   I'm sending you a private message to assist you further!   Always, Danee see post
Linking Account with VIB card
I've been a VIB for a while and wanted to redeem a free-shipping code I received from when I upgraded to VIB but it says I'm still a beauty insider and currently have 0 points in my account which is false. I wanted to know how to link the accounts. 
see post
valeriaacoronaa / NEWCOMER / replied
Okay sounds good   Thanks, Valeria see post
STATUS: Unsuccessful Authorization
Hello,   Can somebody please help me understand why my orders are getting cancelled?   The billing information I provided is accurate.   Thank you, Sara
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sara265,   I'll be happy to look into this for you! I'll send you a PM shortly.   Always, Danee see post
WRONG BIRTHDAY
I just realized that my birthday is wrong on my account, it says its June 17th but it's actually April 17th. Is there anyway this can be changed?
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jules0602, I have updated this for you :) see post
Charged 4 times for an order... Help please!
Hi,  i just placed an order and got charged an additional 4 times for the same amount. Can a Mod please help me out!    Thanks!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KatrinaGG, I will look into this and send you a message with more information. see post
Help change birthday
I just realized my birthday says November 22 on here but its suppose to be April 10th, 2002 can someone help me change this ??
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi zOeLyNN1, I have updated your birthday :) see post
Sephora Affiliate US Program
I am with linkshare and I see you have two affiliate programs available, however they are not for the US.    Do you have a US one and if so, how does one join?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jmmchll,   You are welcome to fill out our online registration form here:   sephora.com/affiliates   You will then be contacted if you've been approved. O... see post
Sponsorship
How can I apply for a sponsorship with Sephora for an event I am doing?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ellie127 and Laurawry,   Regretfully, we are not able to fulfill product donation requests. I'm sorry about that! For more information about our existing social i... see post
Change Birthday
My Birthday is listed as May 5th, and it is May 4th. Is there any way this can be changed? 
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nidz9412,   No problem, I've updated this in your account for you now! You should see the change take effect within 24 hours or so. see post
Points not added
My points weren't added to My account 
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Litzy90, I will send you a message to help :) see post
Unsuccessful authorization
I've tried to place an order four times at Sephora Play with a valid PayPal account, yet I'm getting unauthorized authorization for this order even though my information, my address and my credit card are right. I've already tried live chat several times, and it was so useless and annoying. I don't get why Sephora has to make things so difficult. It really makes me want to spend my money elsewhere. Has anyone else had this resolved?
see post
SPECIAL GUEST slvbrjn / SPECIAL GUEST SPECIAL GUEST / replied
I hope so. I look forward to hearing your news.   Thank you in advance,   Silvia see post
Unsuccessful Authorization - Please Help!
Hello! I have placed an order on June 19 and didn't receive any emails that payment didn't go thru. I checked my account and there is a message of "Unsuccessful Authorization". Will you please help? I am sending this to my sister in Canada and she is moving to Brazil and I need this to be delivered by July 8th.   Thank you!
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @sihitz,    I can look into this for you. I'll send you a private message.    Best, Mali see post
unsucceful authorizationy; order is cancelle
i have ordered few items today n got an email that my order is cancelled due to unauthorzation even my bank has charged me money i have never faced any such issue with any of my purchase before kindly resolve the matter and i need all the thingsi have already bought. i have sent emails too kindly reply
see post
SPECIAL GUEST xieyuqi / SPECIAL GUEST SPECIAL GUEST / replied
hi, my order is unsuccessful authorisation but i have check my billing address and it is the same i post in my sephora account, i want to know what is going on see post
Order arrived with strange substance on item
My package arrived with a strange pink substance on one of the products.  I checked all my items and the samples to see if they were the source, but everything was properly sealed.  I have no idea what this substance is.  As a result, I have to pay money to print a shipping label or travel to a Sephora location via public transport.  I don't understand how this happened, considering everything in the order was fully sealed.
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rubythursday,   Sorry to see that! I'll send you a PM in a moment for more info. see post
Birthday Gift after Birthday Month
I forgot to redeem my birthday gift, it was almost 2 months ago.... Can I still redeem my gift?
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LexiStorm,   I recommend contacting your local store directly for help with this, and to see if they're able to accommodate. see post
Birthday gift/ unsuccessful authorized
Hi, my order was "unsuccessful authorized" I wanted to get my birthday gift because I'm unable to go during this month. Can I get it later
see post
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi elaceni,   Sorry about that! I'll look into this for you and send you a PM with more info. see post
Paid for a gift box, Didn't receive it
I recently purchased some makeup as a gift and added the option of adding a gift box for a charge of $4, however I didn't receive one with my order.   
see post
SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry about that RosieRsr,    I'd love to look into it for you. I'm sending you a PM :)   Thanks,    Sian see post
STATUS%3A UNSUCCESSFUL AUTHORIZATION
Hello,   I have tried ordering from Sephora a couple of times already but the status updates to Unsuccessful Authorization.   Can you please help?   Thank you!
see post
SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sara265,    Sorry you're having trouble ordering. I'll be sending you a PM shortly!   Thanks,    Sian see post
STATUS: UNSUCCESSFUL AUTHORIZATION
Ive tried ordering four times already and I get a Unsuccessful Authorization status. Why?
see post
SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi morakt,    I'm sending you a PM and will assist you shortly!   Thanks,    Sian see post
Canceled order
My latest order was canceled two days after I placed it because the item became out of stock. I'm really upset because the item was in stock when I placed it, and I don't expect to have it canceled without any notification. 
see post
SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry to hear about this tnnastc!   I'm sending you a PM so that I can look into this for you.    Thanks,    Sian see post
Extremely Upset
What has happened to Sephora's customer service? I order online all the time, and 2 of my last 3 orders did not contain samples I had chosen and another order arrived with NO samples at all.  Then today I place an order so I can try the Tom Ford lipstick only to be sent an email a hour later and told you are now out of stock.  I should be AT LEAST be given the option to select a new promo that is in stock.  Finally, why do I rarely actually receive 2 day shipping?? My last order supposedly shipped on Saturday but I did not receive it until Wednesday.  I am extremely disappointed in Sephora lately.  I will not even go into how I was treated when I visited a Sephora store while traveling recently.  I would like to know how Sephora plans to resolve these issues, especially the Tom Ford promo issue, this apparently happened to numerous customers.  
see post
SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oh no! Sorry about that amhat10 :(   I'm sending you a PM so that I can assist you further.    Bisous,    Sian see post
Linking Account with VIB card
I've been a VIB for a while now and wanted to order online but I realized that it say's I'm still a Beauty insider instead of VIB. I wanted to know how I can link the accounts since I do have a couple points accumulated on my online account. 
see post
SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EskimoKim,    I'd love to assist you with that! I'm sending you a PM now :)   Thanks,    Sian see post
So many missing samples
It was my very first online order from Sephora and I was so looking forward to it. I am happy with the products, but unsatisfied with service.   My deluxe sample(classic glamour fragrance bag) was canceled because it was out of stock and I got nothing. I totally understand that it can go out of stock, but I think it has to be substituted with another deluxe sample that's available.   Also, I picked three free samples for first order but only one came in. For second order, only one free sample among three came in and it wasn't even what I chose.   I can't believe these happened in a row, and thus I feel like it's very unlikely to be a simple mistake. I am very disappointed in Sephora after these first two orders.
see post
SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi azalea3,    I'm so sorry to hear about this! I'm sending you a PM and will assist you further.    Bisous,    Sian see post
Beauty Bazaar
I think it kinda sucks that I didn't get the chance to get points from beauty baazar as I just purchased makeup for over 300$, didn't know any better and didnt get the chance to register my birthday before after I purchased my makeup. It would've been really lovely to get a little extra makeup as I payed 100$ for only shipping (Norwegian).
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Emmaxov,   I apologize for any confusion here regarding your Beauty Insider points! I'm going to send you a PM now so I can best assist you. Thanks :) see post
VERY UPSET BAIT AND SWITCH TOM FORD
I have always been happy with Sephora but lately the quality of service has been going down. I usually buy things in the store but when there is a weekly special or perk (buy something for $25 or $35 and you get a deluxe sample) I will buy online. Today there was a promotion for buy $35 and get a Tom Ford mini lipstick or perfume. I purchased something and the lipstick went in my cart. I thought allows well because usually when Sephora is out of a promotion the website will say (sold out or no items available).   That is good because you can decide to cancel your order. This time the lipstick was processed with my order.   Later Sephora sends me cheesy email telling me that my order was modified and they canceled the Tom Ford lipstick .  I called the customer service line because #1 a perfume was offered and they could have substituted it for the lipstick.  #2 if they were out of the deluxe sample why didn't the website say so before I clicked "complete order" #3. I feel deceived. I only made the order so I could get the special.  Even had to look twice at terms because I was not really sure I even needed what I was buying. Then I cannot even cancel the order.  I was not offered anything else either. Just sorry.   So is this just something Sephora does to raise sales and then you do not keep your end of the bargain? I used to be VIB Rouge with you until your quality of service went down and then I started shopping more at the skinstore which has far ore discounts. I am really thinking of complaining to the BBB.
see post
SPECIAL GUEST afrocity / SPECIAL GUEST SPECIAL GUEST / replied
Thank you Mali for clearing my concern. see post
Website Unusable On iPad.
ive contacted customer service via email a few times and never recieve a response re why the website is suddenly unusable on my iPad.    The menus overlap, or are unclickable.  Products are listed in one line down the page, but scrolling is impossible, as you eventually run into an ad.  What is going on?  I'd love to start Christmas shopping.
see post
HALL OF FAMER shimmerbait / HALL OF FAMER HALL OF FAMER / replied
On iPad today, merchandise total is not loading nor is red checkout button.  It loads just fine on Firefox and Chrome.  Also, whenever I view the mobile website, everyth... see post
Hi,
Earlier I went to the sephora store and purchased a few items. They are not showing up on my account, it worked last time but not this time. I have the receipt and everything
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @blakelybxoxo,   I'll send you a private message regarding this as well!   Best, Mali see post
Birthday change
Also, can my birthday be updates to June 25th? I didn't realize when I first made my account that the birthday mattered. I think I have it in as a date in February?
see post
blakelybxoxo / NEWCOMER / replied
Okay thank you.  see post
Unsuccessful Authorization for no reason?
I've tried to place an order twice with the same card that I used for my sephora play box, yet I'm getting unauthorized authorization for this order even though my last play box went through. I've tried calling, and it was so useless and annoying. I don't get why sephora has to make things so difficult. It really makes me want to spend my money elsewhere. Has anyone else had this resolved? 
see post
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @WowOkay,    I can look into this for you! I'll send you a private message.    Best, Mali see post