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no samples in online order
just received my online order today and I had added a few samples but for some reason they did not arrive in my order. I have ordered online before and never had any issues , I'm just a little bit confused? 
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SIGHTSEER camann / SIGHTSEER SIGHTSEER / replied
I am not sure what is going on with the samples, but it has been hit or miss this past year.  My last two orders (one received today) were both missing samples, and the ... see post
Got the wrong package!
So so so upset. I timed my order so I could receive it in time for a gift. I wouldn't have bought it online if I knew this would happen! So frustrated. This usually never happens. I'm a VIB so I was excited to use my free 2-day shipping. I get my box, and it's not even mine! They completely mispackaged it, and now I have a stranger's makeup.   Now I have to go through the hassle of  1. Returning the package 2. Apologizing for a belated gift 3. Waiting until my package comes   What's worse, is that the stranger's makeup was also a bday gift! I can tell because in their notes they have a bday note.   On that note, I'm also super unhappy that a stranger most likely received my full name and full address. :/ 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi  makeupppppppppp,   I'm so sorry to hear you received the incorrect package and for the inconvenience this has caused you! I'm sending you a PM now to assist yo... see post
Birthday Change
While I was setting up my account the connection got messed up and the wrong date was set as my birthday. Is it possible to change it to July 10, 1999?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi khamilton710,   I've updated your birthday to July 10th for you :)   Always, Danee see post
I got a defective product is it possible to get sent a new one?
I bought the ABH Nichole Guerriero palette and it seems to be leaking some kind of liquid. Is it possible to get a new one sent to me? I don't have a Sephora near me and I really wish to keep using this product because it's so beautiful but there is something clearly wrong with it. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi addisk47,   I'm sorry to hear about the palette you received! I'll take a look at your order then send you a PM to assist you further.   Always, Danee see post
vib rouge
hi I have vib rouge card and I just made online account the problem is I have no idea how to link my account and my card help me plz
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @pej09031,   I'll send you a pm to help you out with this :) see post
order cancellation
Hello, can i please cancel the order that I made.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi noorabdul,   I'll check the status of your order then send you a PM to assist you :)   Always, Danee see post
cancellation
I just placed an online order and need to immediately cancel my product due to me buying a different one. I can't call sephora so I sent out an email regarding my order number and etc,but I don't know if my order will still get cancelled. This was such a difficult and terrible first time experience with sephora and I'm hoping that my order does get cancelled and I receive the full amount back in my account. Will my order get cancelled????
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Xime97,   I'll check the status of your order then send you a private message to assist you further!   Always, Danee see post
does sephora price match with amazon?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jaiine,   Regretfully, we do not price match with Target or Walmart. I'm sorry about that!   Always, Danee see post
Kat Von D Alchemist Palette Out of Stock
Hi! I have been waiting to order the Kat Von D Alchemist Palette and as soon as I went to check out it was out of stock How long does it usually take to restock these items? I love shopping Sephora online and really don't want to drive a hour to pick it up in store ! 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @NicoleShort,   I'm so sorry to hear that! Regretfully, we don't have a specific time frame for re-stock on this item and I'm so sorry for the inconvenience this ... see post
Loves list missing all my loved items
It seems others are having this issue... When I go to my Loves list, everything is gone. But when I go to an item I had Loved, the red heart is still selected. If I add a new Love, it does not show up on my Loves page. I've tried multiple computers, iPads, the app on my phone, etc. and have the same problem everywhere. I've submitted this to help a few times but just keep getting generic responses :-(  So I don't know if Sephora realizes that there is an actual technical issue?
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SPECIAL GUEST forbobbin / SPECIAL GUEST SPECIAL GUEST / replied
Thanks... I do use Chrome, not IE.  And I'm getting this same issue on the app on my iPhone and iPad, so I don't see how it could be a browser issue. see post
My package hasn't shipped
Okay, I purchased two orders on May 13th. The first package came, but the second one has yet to ship. Today is May 18th, and I'm still waiting for shipment. I have 2-day flash shipping, so I was expecting it sooner. Please help! I'm scared I won't get it.   Also, when I checked it's status online, it said the samples I chose are sold out. Is that part of the issue? 
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thelibertine / RISING STAR / replied
$450 order placed on May 12th...no shipping update yet, and it's May 21st.    So this is what it means to be VIB Rouge? When are you going to sort out Lasership? I get... see post
Wrong Birthday date on profile:(
Hi there, I was noticing I wasn't getting my gift offered to me this past week.. but then I noticed I had the wrong date on. For some reason it's set to August 25th, my real birthday is May 22nd, 1993. (Tomorrow) Is there any way to make this change?    Thanks, Amber
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Amber,   I'll send you a private message shortly to further assist you. see post
Paid on Sephora app with Apple Pay, card charged, but no order confirmation?
I used Apple Pay to checkout and pay on the Sephora app but I didn't get an order confirmation email and my cart is still full of the same items. My wallet app shows that the transaction was made and that the card was charged. I noticed this happened to others but I am still worried and don't know how to proceed. Please help.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Elfen,   I'll send you a pm shortly to help you out. :) see post
Sephora play shipping address
  I just subscribed to Sephora play and will be receiving my first box next month.  I am wondering if I can change the shipping address every once in a while since I live in three different places. I have read the box is shipped out on the third week of each month, is this true. If so, when can I change the address?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Imababymuffin, You would need to change the shipping address before the 1st of the month. Even though it doesn't ship out until later, the box is scheduled between th... 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?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi pearmilk2,   I'll send you a PM to assist you with this!   Always, Danee see post
Deleting or editing a review
Hi, is there any way I can delete a review? I did not find a box to click I received the items as samples and really need to fix it ASAP!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MUA4EVAH,   I've removed this review for you! Please allow a few hours for this to update on our website.   Always, Danee see post
Change my birthday on Sephora
love Sephora!!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NaNu17, I have updated that for you :) see post
Combining Two Accounts
I need help combining two different accounts, one I've had online only for years. The second was made recently in store while I was trying to get a physical card for my account. It isn't attached to an email at all, so I ended up with two separate accounts. Would it be possible to just combine the accounts and keep the card I have now? I don't want to lose the points on the original account.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Zemily, I will send you a message to help. see post
Order status "In Progress" for 5 days
Hi!   I placed an order of $500+ worth of items 5 days ago, on Tuesday 5/15/17.  It is now Saturday 5/20/17 and my order has not been shipped, and the order status shows as "In Progress."    I've never experienced this before with any of my Sephora orders.  My credit card has been charged already.  Does anyone know what is going on?   Thank you in advance.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LoveMelle, We are currently experiencing a bit of a delay. I will look into this for you and send you a message with more information. see post
Unauthorized Transaction
Hi, I placed an order a few days ago. It was a large order so it was held for a long time and then canceled -saying "unauthorized transaction" even though it was authorized by me (the card holder). My beauty points now say I'm in the negative, but I never received my order so there are no points that could make it go negative.   I also went to Sephora recently when I was near a store, and I had returned 4 100point perks that I hadn't opened because I was shipped the wrong ones and they didn't have what I wanted in stock at the store- so the cashier told me she would return the points back to my account. No points were credited back.   Could someone please help me fix my points?   My other concerns with the large order that is saying it is unauthorized: I had used a discount code because Sephora sent one to me for being a loyal customer. Will this code be able to be used in my future purchase because this order was void or can someone give me a new code? I also paid with credit card and gift card-- a small amount of $12 (and some change) was deducted off my gift card. How do I get that $12 (and some change) back? My gift card says there is no credit on it.   Thank you for your time, waiting to hear back.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jaiine, I will look into this for you and will send you a message with more information. see post
VIB Card
Hi there! I have a VIB card but I have created like 3 accounts on the website trying to figure out which account it is linked to. I am trying to order things online but want the points to link to my card. How can I figure out what e-mail my card is linked to? Also, how can I combine all my accounts into 1?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NayNay6135, I will be happy to help you with this. I will send you a message for more information. see post
I've received my fresh skincare matchmaker set, but there is no mask in it
Hello! I have received my order of fresh skincare matchmaker set, there is a place for "choose your mask and place it here", but it's empty.   And I'm leaving US next week,so there is not time for me to get another shipment.   Would someone please help me with this order, and my I get the mask in a Sephora shop nearby or return the box?       Thank you!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CarysCarys, I see you have been assisted with this by phone. see post
My package said delivered, but i didn't receive it
It is said that the package is delivered yesterday in afternoon time, but I was in the building for the whole afternoon, and didn't receive anything, until now. Please help, I don't know what to do!!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Angelalois, I'm sorry to hear that! I see you have been assisted with this by chat. see post
Play Profile
I love my monthly subscription of beauty products.  In two of my play boxes, including May 2017, I have received lip plumper's.  I have updated my profile but I don't ever recall stating this is product I'm interested in.   I feel like its a waste to send when I don't use this kind of product.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Luvdancing42, I'm sorry to hear you were disappointed in the samples in your Play! box. I will forward this feedback to our Play! team.  see post
Code not working
Hi I am trying to add the LUXELIFE to my cart and it states you get get both the lipstick and perfume. It will only add the lipstick. Is there a another code to use?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bronyde, Sorry! We are out of the fragrance sample. You can view our other promotions here> http://www.sephora.com/promotions-weekly-specials see post
Credit for purchase
I purchased Sephora products through JcPenney online but I don't think that I got beauty insider credit.  How do I find out/correct that problem.  I have my order number/receipt, etc. Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DeeAnnPF18,   I'm sorry to hear you didn't receive points for your recent store purchase! I'm sending you a private message now to assist you with this.   Alw... see post
Order status
Hello, where is my order? Ordered it on the 15th and it's the 19th and I don't see a tracking#. Please help. Thank you.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cameragirl59,   I'll check the status of your order for you then send you a private message!   Always, Danee see post
Multiple Days without Order Sent to Warehouse?
Hi Mods-  Can someone PM me? I placed two orders recently that haven't even been sent to warehouse yet.   I'm Rouge/Flash/could've walked to one of the warehouses already in distance.  Can someone please see what's going on? They're 2 Viseart palettes, so Sephora has a hold on my bank card for a nice chunk of change without apparently doing anything. I actually needed the one by tomorrow, so I specifically ordered from Sephora due to my usual order time- even during sales.   So is there something going on? I would've ordered from another retailer and received today but chose to go with Sephora.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi starletta8,   I apologize for the delay receiving your orders! I will send you a private message to provide you with more information regarding your orders.   ... see post
Unsuccessful Authorization!!!!
Hi!! I posted here a few days ago about how every order I try to make results in a 'unsuccessful authorization' and is cancelled regardless of my credit card information being correct! A mod on this site PM'd me and gave me the customer service number to call. I called 3 days ago and after troubleshooting, they figured out it was before my old credit card was hacked and had 'locked' my account. After confirming my new credit card, the customer service woman said she would email the people in charge of unlocked an account and it would work in a day. However, I have tried ordering again since and still nothing!!! This is very discouraging and I have been a VIB Rouge for years, I can't understand why this is so hard Please help!!! Should I just call customer service again and hope for the best????
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi fullfaceginger,   I'm so sorry to hear about this! I'm going to look into this for you then send you a pm to assist you further.   Always, Danee see post
anyone having issues with the site? i can't seem to see reviews. They show for a few seconds then disappear
BEAUTY BRAINIAC iheartart / BEAUTY BRAINIAC BEAUTY BRAINIAC / replied
I sent them a message about it and got some generic response that they are aware of it and working on it.  It is making the site frustrating to me too.  I use safari o... see post