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Unsuccessful Authorization
Hello~ I placed an order which turned out to be canceled shortly after with the following text  STATUS: Unsuccessful Authorization (but without notification). I had gotten a confirmation, but since I didn't get a payment confirmation I thought it might have been because of that.  So I tried again with an order and got my order confirmation ánd payment confirmation. Yet when I returned to the website later I had gotten the same status update! What do I do?   Cheers~  
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mimimelody!   Sorry to hear that, let me take a look for you! I'll PM you once I have more information :)   Bisous,    Sian see post
Sephora, how do I add my VIB Card to my Apple Wallet?
I do not see an option to do it from the Sephora app or by viewing my card on the mobile site. Both options were offered as solutions in 2016, but as of right now they do not work. Ideas?
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi racova!   At this time, we do not have the option to add your Beauty Insider card to the Apple Wallet. Stay tuned for updates!   Bisous,    Sian see post
Tracking saying package is in transit to the wrong province! Please help!
I placed an order on Saturday March 18th and when checking the tracking system it says it is in transit to Winnipeg. I live in Ontario 3 hours away from the shipping warehouse in Mississauga. I normally have all my orders delivered in one or two days so I found it strange it has been going on 4 days so that is when I checked the tracking system. Is there a way for someone to track it down and either make a claim to Canada post or for me either to recieve a new shipment? Earlier this month I had my package delivered to someone else's community mailbox. I don't know what the issue is but it is but it is frustrating disappointing having to deal with more than one shipping issue in a short amount of time   Please help!!    
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Eliza91215nrmn!   Let me take a look into this for you :) I'll PM you shortly!   Bisous,    Sian see post
Ordered birthday gift, but didn't receive in package
Hello. I purchased a few items March 6th and added the birthday gift to the order. When I got my package, it was not inside but I didn't notice until now. I went to make a purchase and realized I already redeemed it, but did not get it. how can I resolve this? I am a VIB Rouge and spend a lot at Sephora annually and was looking forward to this perk for months. Please advise!
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi pinksunshinexo!   I'm sorry to hear your birthday gift was missing. It looks like you were able to call in and the issue was resolved :)   Should you have any... see post
Lost/Missing package ?
I placed an order on the 17th and My tracking info says it was delivered today 3/22/17 at 4:37 PM but we can't find it anywhere. The tracking info says it was left on the porch. The mail was brought in the house but no one saw the package either. My Order total was about $68 before tax.
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rilakkumagi!   So sorry to hear your order might be missing. Let me take a look and I'll PM you shortly!   Bisous,    Sian see post
I opened my Sephora play box to,discover my Josie Maran sample was all dried up and un usable. Do you replace bad samples?
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Melash,   I'll send you a private message shortly, to further assist you :) see post
Website problems?
When clicking on the general tab names "makeup, skincare" etc, or the subdivisions within them (palettes and value sets, face, eyes) to see general categories of products, my webpage does not load, and gives me the logo at the top of the page and the rest is white. This also happens when I search a product in the search bar, and this has been going on on all different computers i've tried, and all different wifi networks i've tried. I've been reduced to knowing what I want, and searching the name of the product with "sephora" after it in a google search, which finally displays the product page for me. Anyone else having this problem? I'd like to just simply browse the "what's new" section among others on the website. I've noticed that the site has changed... maybe that can be attributed to this issue i'm having?
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BEAUTY BRAINIAC chucklet / BEAUTY BRAINIAC BEAUTY BRAINIAC / replied
Having the same problem . . . can't add things to my cart. This has been going on for at least a couple of weeks. I've called and emailed Sephora only to get the same su... see post
I forgot the email that i used for my beauty insider card
 I have a beauty insider card but I have forgotten the email that I used to set it up. How can I figure out which email it was and link the card to the online account?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @AmandaShib,   I will send you a private message so that I can help you with this.    Best Wishes,   Janean   see post
ADDING VIB CARD TO APPLE WALLET
I have an iphone 7 running ios 10.1.1. I have the sephora to go mobile app on my phone. Older versions of ios supported Passbook, my VIB card was added to passbook and it was easy to add coupons from emails (such as the 20% off sale one). Passbook has been replaced with Apple Wallet and my rewards card is no longer listed. The Sephora mobile app is on the list of apps that work with Apple Wallet and I should be able to add my rewards card as well as my sale coupon, but there is no option to. I have tried scanning the barcode from the coupon email, but it will not scan.
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louisej / NEWCOMER / replied
Frustrated and nothing is working! Not good! oh, in Canada  see post
Linking my VIB card to my online account!
Hello, I would like to link my VIB card to an online account. How do I do this? Thanks!
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nanabo77 / NEWCOMER / replied
Hey!! i would like to link my VIB card to my online account. what should i do? see post
Missing item?
I'm not exactly sure if I'm posting in the right place, as I'm new to these message boards. I've ordered From Sephora countless times without issue, but this most recent order has an item missing even though it is listed on the slip! It was to be a gift, and is also now sold out, is there any way to simply get a refund for this mistake?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @cyl0n,   I'm so sorry to hear that! I'll send you a pm to help you out with this :) see post
UNSUCCESSFUL AUTHORIZATION
Hi everyone,   I am from the Dominican Republic and in order to order on your page I have to use P.O Box so that I can get the item to my house. When I made the order I see that I was chased, if you can explain why I canceled it and if you can help me because my girlfriend needs what I had ordered.   Thank you
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi @Austin06,   I'll take a look into this for you, and send you a pm shortly! see post
Combine points/accts.
Hi,   I realized I have two separate BI accounts- in store and online. Would like to combine the two so my points would be only in one account.   Thank-you, Diane
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Diane,   I'll send you a pm shortly to get the necessary info I need to help you out with this. :) see post
Help! Entered the wrong delivery address.
Hi, I didn't change the delivery address for my last order and it's going to the wrong place, it is also being charged on the wrong card but this isnt too major if it cant be changed. Please help 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @imababymuffin,   I'll send you a pm shortly so I can look into this for you.  see post
Change my birthday on Sephora
love Sephora!!
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cme0713 / NEWCOMER / replied
 I just noticed that I put the wrong birthday :( it's my birthday month and I'm placing an order but my birthday gift option is not appearing. Can I change it to 03-22-9... see post
How has Sephora.com not figured out the science behind online orders...?
There's a few things I don't understand; you figure Sephora has offered online ordering for quite a while now... yet, almost every single time I've ordered, SOMETHING if not multiple things, have gone wrong. First off- why in the world is flash still advertised as two day shipping??!! Never once have I received an order within two business days, after processing. It's almost ALWAYS atleast 3-4. I get it, sometimes there's delays but there are far too many instances of customers paying for flash, only to have orders take longer than the regular free shipping! It wouldn't be so bad if the site would stop with the "estimated" delivery. I chose Saturday delivery, and was so excited when within an hour I received a shipment notification! I login and see that it's set to arrive Saturday, only the following day, it's set to Monday and it still most likely won't be delivered by then. Now, if this wasn't what seems like an every day occurrence, or the only thing wrong, I'd easily accept it and move on.. but then add all the website issues on top of it?! The ONLY reason I ordered previously was because of the 5 sample promotion, so I picked my samples, shopped around trying to finalize my decision, and then placed my order.. as soon as I confirmed I saw that my sample selections were no where to be found.... Now, you'd think that as a site that advertises at LEAST 3 samples with every order, that they would at minimum just throw 3-5(during promo) samples in with the order, but no.. order showed up a FEW(not 2 business) days later, with no samples to be found.    I get that this all seems so trivial, but there's a reason they advertise these things.. and that's to get people to buy. Don't advertise what you can't deliver- the website is already glitchy enough to drive sales away, probably best not to add upset customer reviews to the list as well.      Disclaimer: I really did not mean to sound that b*tchy and petty, it's just frustrating when you choose to spend your money somewhere for certain reasons, only to have a less than enjoyable experience.. :/
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SIGHTSEER kaiser73 / SIGHTSEER SIGHTSEER / replied
I agree complete . I've been experiencing this problem quite frequently and it had caused me to stop shopping as much as I'd normally do. I also have Flash Shipping and ... see post
IMy beauty samples were not included in my final order!
My beauty samples were listed in my final invoice but did not arrive in my package. What do I do about this?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @asalvas,   I am very sorry about that! I will send you a private message so that I can help you with this. Thanks!   Best Wishes,   Janean see post
How do I transfer my points on my beauty insider card so that they are on my online account?
I just signed up online for the beauty insider but I have a beauty insider card from previous purchases but it says that I have zero points. How do I transfer my points online?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @AidenHalleen,   I'll send you a PM shortly to further assist you. :) see post
3 Samples
I ordered Modern Renaissance eyeshadow palette online on 3/19, and chose 3 free samples when I checked out. However, I only got the eyeshadow palette today but no free sample What happened? 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @YunanN,   I'm so sorry to hear that! I'm going to send you a private message to further assist you. see post
Beware! Someone Hacked Into My Account
Hi everyone,  I wanted to share what happened to me today. I received an email from Sephora saying my email had changed. Thought that was weird, as I didn't change my email. Looked at my account (still open on my ipad) and saw over 250$ worth of stufff ordered and charged to my account that I did not order. Freaked out, called Sephora. I was panicking (I had this vision of them ordering things willynilly as I scrambled!)  They canceled the order and changed my email, and I then changed my password. I also called my credit card company and had my card cancelled.    The weird things are that 1) I have the address of the person who was trying to order from me--they are based in Canada, in Toronto--just a weird thing to have! and 2) a few weeks ago, I got a message in my inbox about an ABH palette going on sale for half off. Like an idiot, I clicked the link--and nothing happened. I now think that this was how the hackers got into my account.    So--if you received those messages, and clicked on the link, I'd suggest checking your account and maybe changing passwords. I'm not 100 percent sure it was that, but it seems like it's a good possibility.    Just a heads up to everyone--check and verify your orders! Hopefully it doesn't happen to anyone else! 
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HALL OF FAMER czikimonkey / HALL OF FAMER HALL OF FAMER / replied
Thank you! So weird. Nothing like this has ever happened to me with Sephora before!  see post
Taken 500 points from my account twice!
Hi - i just looked into my account and noticed that i was deducted 500 points twice in December 2016.  I know I purchased something using 500 points but i did not purchase 2 items for 500 points.  Can someone explain or help me with this?   Thank you, Diana
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi chansters,   I would be happy to look into this for you. I'm going to send you a PM now. Thanks! see post
How do I add points from my receipt?
When I asked the cashier yesterday if I could get a card she said that Sephora was going cardless. She also said that and I have to download the app to get points and that I could add my  points from the app but I don't see where I can do that. I also posted this question in another thread and no one replied.....
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tarabuybuybuy,   I can assist you with this :) I'm sending you a PM now!   Always, Danee see post
Why did Sephora drop Giorgio Armani Liquid Summer Bronzer?
So bummed--I just found out that Sephora stopped carrying the Giorgio Armani Maestro Liquid Summer bronzer, which is my absolute holy grail, and as far as I can remember very highly reviewed.  I emailed customer service to make sure it wasn't a system fluke, and they confirmed that they aren't carrying it currently or for the foreseeable future. Nooooooooo!! . Does anyone know why? Is Armani discontinuing this product altogether or something?
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi killerkate!   I'm sorry we aren't carrying the Giorgio Armani Maestro Liquid Summer Bronzer you were looking for. Have you checked out their Fluid Sheer in the sh... see post
The Beauty Board UnNude Lip #Sweepstakes
  Discover why neutral lips are y our new everything. Enter for a chance to win the UnNude lip #Sweepstakes, and you could be the proud new owner of a Kat Von D lip vault and more prizes!   To enter, upload your UnNude lip look to The Beauty Board  (on the Sephora App or at http://www.sephora.com/gallery/ ) between 12am PST Thursday, February 2, 2017 and 11:59pm PST Thursday, March 2, 2017. To be eligible, be sure to tag your photo with at least one lip product and include #Sweepstakes in the title. Luck favors the share-happy, so enter once every day to increase your chances. Winners will be selected randomly from all eligible entries.*   * No purchase or payment of any kind is necessary to enter or win this sweepstakes or to receive a prize. Odds of winning depend on number of entries received. Void where prohibited. Open to U.S. residents (including Puerto Rico) 18 or older and the age of majority. Must have a Sephora.com login and nickname to enter. One entry per person per day. Winners selected by random drawing to receive one of following prizes: 1 grand prize (APV $860; Kat Von D Lipstick Lip Vault and UnNude Lip Bundle, $500 Sephora gift card) and 5 runner prizes (APV $120; Kat Von D UnNude Lip Bundle). Sponsored by Sephora USA, Inc.      See official rules >
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BEAUTY BRAINIAC Talkerblogger / BEAUTY BRAINIAC BEAUTY BRAINIAC / replied
 Who won???!!! see post
order statue -Unsuccessful Authorizatio
Could I know any reason of order statue -  Unsuccessful Authorization ?   thank you
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi latishachen!   Let me take a look into this for you. I'll send you a PM once I have more information!   Bisous,    Sian see post
Didn't receive free samples
I made an order last week and it came today, however although I received the deluxe sample kit that I used a code for, NONE of the three samples I chose came! They're on my order under my account, but the slip in the box didn't list anything except my core products and the deluxe set.    Is this a common theme, that people don't receive  any of the samples they choose? One of the reasons I like to order online instead of go to a physical store is to try out new products.
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Emkokoz!   So sorry to hear you were missing samples, I'll be sending you a PM in just a moment!   Bisous,    Sian see post
unsuccessful authorizations several times since I disputed charges
Hi, I'm really wondering why I got unsuccessful authorizations several times since I disputed charges on my credit card last year. In fact, I didn't realize that someone used my credit card via my account until last December 8.  I talked someone in customer services but they suggested that I should go to Sephora store to buy something. Even the customer service person told me to pay for everything I did not buy. You can check my order history. I never bought men's perfume or even women's. I thought I have been a valued customer for years and this is the first time something like this has happened to me. It is really absurd that you asked me to pay the money for things I did not receive. The total amount is one thousand dollars! This really makes me upset because it is not my fault and my credit card company already completed the investigation several months ago. I can not understand why this problem is still not be solved. I hope you will give me a reasonable answer. Thank you.
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi yolo77!   I'm sorry to hear you're having difficulty placing orders online. I'd like to look into this further for you, and will send you a PM with more info shor... see post
why cant i use my Sephora giftcard online. I mean on sephora's website?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ayaba,   Sorry for any issues you're experiencing attempting to add your gift card to an online order! Please give us a call at 1-877-SEPHORA so we can assist you... see post
Online order cancelled
Hi,   I currently live in Australia, but I am trying to get some products delivered to my friend who lives in NYC so that she can forward them onto me since Sephora-USA does not do international shipping to Australia.    I have tried paying for these orders with my credit card and PayPal.   But every time time I make an order, I get an email from Sephora saying "For your own security and protection, we have cancelled your order because we were unable to confirm your payment information."   I find this incredibly frustrating since I am a VIB Rouge member and I am wanting to continue to purchase from Sephora to remain a VIB Rouge as I do greatly benefit from it.    Please help!   Kind Regards,   Natasha  
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NatashaLynne,   So sorry for the inconvenience caused! I'm going to send you a private message now so I can look into this for you. Thanks! 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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BEAUTY PRO Mechart / BEAUTY PRO BEAUTY PRO / replied
I'm tired of being told I can subscribe only to find out that I can't. I'm Canadian and I live along the border. I have a US shipping address. I've been told repeatedly ... see post