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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
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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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi patty493,   Sorry to hear about this! I'm going to take a look into your January box and send you a PM soon. 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
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!
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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!
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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. 
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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?  
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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.
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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...
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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.
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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.
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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 
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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.
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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?
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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
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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.
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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?
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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?
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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? 
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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