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2x Points on skincare
I purchased $56 of skincare products on Jan 19, so it's been well over 24 hours now but I still haven't received my double points on my account. Anybody with the same problem??
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Wrong Email Linked to VIB
Ive noticed they linked the wrong email with my beauty insider card, i have no point when i long online but in store I'm told i have a couple hundred. I know i should have qualified for VIB but have never heard about it, or a gift for becoming VIB. Is there any way to fix this online?
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Never Got A VIB Rouge Welcome Kit
In November I qualified to become a VIB Rouge when my mother placed a secret order for me for Christmas. Unfortunately, she did not know about the welcome kit and proceeded to checkout without it. I have asked my local Sephora many times to see if they had it but they are always out of stock and if I try to get it online it asks me to spend more money. This is very upsetting for me because I was really looking forward to getting the NARS blush.   If if anyone can do anything about this, that would be greatly appreciated.
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GIFT CARD- UNSUCCESSFUL AUTHORIZATION
I use my gift cards to pay my first order,it was go on successfully.But I use my gift cards to pay my another two order told me UNSUCCESSEFUL AUTHORIZATION,why? I check the gift cards balance is enough worth to pay.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cccfan,   Sorry about that! I'm happy to look into this for you and will PM you shortly with more info. see post
play! Box
does anyone know if there is anyway to see if my play box has been shipped yet?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mindatha,   I'm happy to check on your Play box status for you, and I'll PM you in a moment with more info. see post
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi GeeWoods,   Yes, I'm happy to help with this! I'll PM you in a moment for more info. see post
I did not receive my 3 free samples in my order, why?
It seems like this is happening to others as well. The samples are listed on my invoice, but not in the box.    Sku: 1699545, 1719566, 1716687   Please help. 
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JJ016 / NEWCOMER / replied
Hi Keelybt, I also did not receive the 3 free samples listed on my invoice in my recent order. ITEM 1715515 ITEM 1707520 ITEM 1747633 Please h... see post
Rouge Flash Shipping : 2 days or 3 days?
Hello,   I am a Rouge member and I think I am qualified for Rouge Free Shipping Flash 2 day. Actually, when I am a VIB, I paid $10 for Flash Shipping ( 2 days). I just place order and realise it takes longer than usual. And, I also jus make an order second ago and there is not 2 days shipping option to choose or 2 days for USPS Priority. Only Rouge free 3 day shipping available. It means Sephora just change shipping method ? I went back to My account to see Rouge benefits and there is a 2 days shipping free and there is also a banner to enroll the 2 days shipping for $10.   I am curious is that Sephora changes their shipping options and there is no longer 2 days shipping ?If yes, then, I did enroll the 2 days shipping and I thought the membership should be valid within 12 months and I believe  am still fallen into active period. 
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SPECIAL GUEST mis1331 / SPECIAL GUEST SPECIAL GUEST / replied
Agreed with this issue. Mine states the same when placing an order (i.e., rouge 3-day, no 2-day). Please advise if this time frame is only specific to there being a spec... see post
Package not delivered
Just wondering who else has had problems with OnTrac delivery systems...my tracking has said that the product was delivered days ago but I have yet to see it. I'm very disappointed in the slow delivery. Has anyone else had a successful resolution to this problem?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jmaybach,   I'm sorry to hear you haven't received your order! I'm sending you a PM to assist you!   Always, Danee see post
duplicate accounts
is there a way to combine multiple beauty insider accounts and points? I think I must have one attached to my card and one for my online account. the points are different online versus in-store.      
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jmaybach,   I can help you with this! I'm sending you a PM now.   Always, Danee see post
January 2017 Play by Sephora Box is lost in the mail
My January 2017 Play by Sephora Box has been shipped back and forth across the country according to the tracking number and appears to be stuck in NC now. It was shipped out on 1/11/217 and should have arrived on 1/18/2017. Has anyone ever had this happen? I called Sephora's Play number today and they told me I had to wait until January 22nd and then call back.
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jmaybach / NEWCOMER / replied
what did sephora do to resolve this? I am experiencing the same situation  see post
Does anyone have lots of trouble logging into BeautyTalk?
Ok this has been a regular problem for me...I have a really hard time even getting in to this website!  I've tried it on every OS - mac, linux, windows - web browsers - chrome, firefox, safari - different networks - and I cannot log in.  The error is always different, sometimes it says page does not exist after I click the login button, sometimes it says error contact administrator.   "An Unexpected Error has occurred. Your request failed. Please contact your system administrator and provide the date and time you received the error and this Exception ID: 107EE70C. Click your browser's Back button to continue."   Sometimes it will work once and then when I login again it fails.  The only consistent way I've been able to get login to work is to use Private browsing mode on Safari, click login- the page does nothing, nothing loads, no events are triggered, but if I go directly to community.sephora.com I'm apparently logged in   Am I alone in this?    
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BEAUTY GURU Madeline7 / BEAUTY GURU BEAUTY GURU / replied
Thanks, entering BT through the advice tab solved my issue.  I've always gone directly to community.sephora.com but that seems to have been causing the issue.  see post
I just checked my order after a week and it says STATUS: Unsuccessful Authorization.My card has been charged along with two gift cards.HELP
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @meecameeca,   I'm going to look into this and I'll send you a private message. Please check your inbox momentarily. Thanks!   Best, Mali  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! 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ClaudiaJoung,   I went ahead and updated your birthday to April 30th. Thanks :)  see post
Horror story damaged items *broken perfumes*
The issues with my order happened before I ever placed it. Originally I wasn't able to place my order because my address was invalid. So I had to talk to a customer service agent to verify my address and I was finally able to place my order. Now today it seems like the item was mishandled. The box was soggy i'm not sure if that was because I live in seattle or the postal service delivered it that way. Not only was the box soggy it was also beat up even thought the box said FRAGILE. I ordered two Tom Ford perfumes one for me and one for my mother and a retractable brush totaling almost $550. The perfumes arrived broken so here I am out $500 with a couple broken perfumes in a soggy box and a really good smelling brush. Someone please tell me there is someway to get a refund or replacement.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi fragaddict,   Oh no, i'm so sorry to hear your fragrances arrived damaged! I'm going to send you a PM now so I can assist you with this. Thank you! see post
Didn't get my samples
Hi, I just placed an order and realized my sample didn't go through. Is there any way this can be updated to include the Moonlight promo?   
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nora,   Oh no, i'm so sorry about that! Regretfully, due to system limitations, we do not have the ability to make modifications to orders once they have been pla... see post
100% frustrated with always getting wrong samples
I've made 10 orders to Sephora since Jan began and not one has included the correct samples. Today's order has three samples that I did not choose and when I logged on to see the current samples, all Three I choose are still listed. When I called the rouge line I was told there are different distribution centers so I could get anything. This is unacceptable. Other companies have no problem sending me the samples I choose. I've been rouge since day one and patiently waiting for Sephora to get that program and it's perks together but instead of getting better you are worse. In December, an order I placed arrived with 3 wrong samples and missing the curling iron I  ordered. With all the choices today to buy beauty products, I am finding myself spending 10% of my beauty money at Sephora and 90% elsewhere where the opposite had been true for years. This is solely due to your complete lack of concern for the Rouge program and your loyal customers.   When is your company going to fix the distribution center issues and make your loyal Rouge customers feel special?  Geez, in 4 years I've never even gotten one extra sample for being Rouge and now I can't even get the correct ones.  You may think it's not a big deal but to us customers, getting the samples we choose is a big deal. I understand that sometimes you are out of stock, but when I log on and see all 3 of the samples I choose still listed, obviously out of stock is not the issue. It's just a total lack of care for your customers that is the issue. Your Rouge representative telling me that it's a distribution center issue is so not ok I can't even tell you.  I consider this fraud that my house is connected to a distribution center that doesn't stock what you have listed as in stock samples.  The woman offered me reward points which is such a slap in the face as your new rewards program discriminates against those of us that can't sit at our computer 24/7 waiting for the 176 Hourglass rewards you are offering or the 44 Urban Decay rewards you are offering. Every reward that I want to get is always "out of stock" so what good is your company giving me rewards points that I can't use?  I understand a trip or a meet and greet being limited but why are products limited?  All you have to do is make more which the company can do but won't.  It's a new year, the 5th year Sephora has had the Rouge program ( or 4th, I've lost track as I wasn't even getting Rouge emails the first two years I was Rouge so I missed out on every perk the first two years and I was told "sorry" by your company). Are the perks of being a Rouge member going to finally be worthy of the money we are spending or is your company going to continue to do the downhill slide it's been doing lately?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi girlystuff63,   I wanted to thank you for taking the time to voice your concerns regarding our samples as I completely understand that the perks we offer are one ... 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. 
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SilverTansy / FRESH FACE / replied
Update for anyone with the same question: yes the whole order was cancelled and it will be up to 7 days to get my money back. see post
Problems with the Play Box
Does anyone else seem to be getting weird products in their PlayBoxes.  They claim that they use your custom profile to pick some of the items.  Usually something for every skin type or every skin tone.    I am a young 22 year old girl with large pores and oily skin. I also have very fair almost porcelain skin (in the winter).   EVERY MONTH i get an anti-aging item and something for a dark skin tone. I don't understand, I've seen the other options and theres actual items that would be useful to me?  Are others who are subscribed also getting stuff that does not match? Are they even looking at the profile?    Please can someone within the Sephora business answer this as well? It's a waste of product, I can't use it? Or I don't need it. I've seen a few people ask this question and it seems to always getting ignored by employees. I would really like an answer
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Aubreyc94,   Thanks for the Play feedback! The majority of items included in Play are universal in nature and can be used by any age or skin type. I'm sorry to he... see post
I have never received my December box, my first month. What can I do to get it?
MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I received your PM and sent you a reply! :)  see post
PLAY! By SEPHORA Box Versions: Your Questions Answered
Hi PLAY! by SEPHORA subscribers,   Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!   Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.   Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.   Q: How does PLAY! by Sephora decide which products to send to subscribers each month? A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.   Q: What if I don’t like the products I received in my box? A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home. OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or playhelp@sephora.com.   Q: What is the PLAY! PROFILE and how do I update my information? A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.   Q: What if one of the products in my box is broken, damaged or missing? A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at playhelp@sephora.com. We’re here to help!  
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Riva1304 / NEWCOMER / replied
When will our play boxes ship out? see post
Marc Jacobs (2,000 point) Face Chart Perk
What information about you does the artist use to select the customized colors? A picture? Skin tone, hair color, etc.? Is the sketch customized to look like your face or just a generic outline? And does the chart come with the products that are custom selected for you? Or only the mascara? Thank you!!
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BEAUTY CONNOISSEUR mmmaggie / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / replied
You are contacted and the item is only customized for Sephora, meaning the only thing about you on it is your name. see post
Unsuccessful Authorization Order
Hi, my order says "UNSUCCESSFUL AUTHORIZATION" but my credit card was charged, please can anyone help?
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imliss / NEWCOMER / replied
please, thank you!  see post
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?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Katy2012, You can return it in store. You can use the order summary as your receipt :) 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?
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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?
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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!
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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!!
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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
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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 
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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