Customer Support
Showing results for 
Search instead for 
Do you mean 
Missing beauty insider points
I made a purchase today (in-store) and my points have not showed up on my account yet. Am I supposed to wait a few days for them to show up, or should they show up immediately? I have my receipt.
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi flores22,   It takes up to 24 hours to see the purchase on your account. If for any reasons it has not been added within that time frame, please send me a private... see post
I'm looking at my acct for the first time I can't find my points. Have they gone missing?
 I just realized I can see my purchases on the website and I'm missing 123 points from back in March. Can those points be added? I have my receipt in my hand and I didn't have my card with me that day but the lady said she would do it for me by using my phone number but those points aren't here. What can I DO?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Nugs,   I'm so sorry you didn't receive points for the purchase you made in March! I'm sending you a private message to help.   Always, Danee see post
Package Never Recieved
My package says it is delivered last Tuesday.  It has been a week, and I still havent recieved it.  Is there anything that can be done with this? I was really excited to use the brush and the samples that I ordered, and they are all unavailable now...
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @lmlk,   I'm so sorry you haven't received your package! Please contact us via phone at 1-877-SEPHORA (1-877-737-4672) so one of our representatives can assist yo... see post
Can I transfer points?
Is there anyway I can transfer points? My boyfriend went to sephora today, bought everything on my wishlist but didn't want to use my account to get the points because he didn't want me to see the purchases on my account. The lady at the store said that the points he got on the beauty insider card he got could be transferred to my account but when I called to do it the guy from customer service said it wasn't possible to transfer points /: I could've sworn I've heard of people doing it. Can you do that?
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Knguyen20-   I'm sending you a message to help out with this! see post
Redeem points from receipt
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi fgcubabe,   I'm sending you a message now to help! see post
Beauty Insider
I got a Beauty Insider Card in the store, then got a gift card and decided to use it online(my closest store is pretty far away), but i didnt have my email attached to it I guess, so now I have points online and on my card. is there any way to link these two so I can have all my points in one place?
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Olvelia1749,   Yes, of course! :) I'll send you a private message to assist you with this.   Always, Danee see post
I lost my VIB Rouge card? What do i do?
Hi Sephora,   I lost my VIB Rouge card, and i came to the store to see what should i do. They gave me a new card, and insisted me to call the number in the back of my new card so the customer services can deactivated my lost card. The manager at the store said that is the only way that no one can redeem my points with my lost card (i have more than 1k points now). I called Customer Services but seems like they dont know what to do. They told me do not need to worry because in order to redeem points, they need to show their ID. That is no true, i redeemed my points so many times, and never being asked for my ID. What should i do?
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SwagPaige,   Oh no! You are welcome to pick up a new VIB card at your local Sephora Store, a Cast Member will be able to link it to your email address. see post
2 Returns by mail but only received refund for one
I mailed back two packages for two return orders on the same day but I have so far received the refund for one of them where is the money for the other one? 
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KarissaDuan,   I am sorry that one of your returns has not yet been processed by our Distribution Center. I am going to send you a private message to get a little... see post
Linking Insider Card to Email
Hi! I thought my email address and card were linked together already. When I found out they were not, I called customer service and they helped me, so I thought. But then when I came online and tried to sign into my account using the same email and pass as before, my account did not exist... So I made a new one using the same email. But now I am at zero points again... which is disappointing as I was almost to the 350 point... Can someone help me?!
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Katichi,   I am sorry for the confusion this has caused! I am going to send you a private message to assist you further with this.  see post
Lost my VIB Rouge Card????
I lost my whole wallet the other night and in it was my VIB Rouge Card. How would I go about replacing this??? 
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @SwagPaige,   I'm sorry to hear that happened! I'll send you a PM with more information.   Always,   Danee see post
Linking beaty insider card to online account
Hi, I would like to link my beauty insider card to my online account! please help, thanks!
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@SleepingRain,   I'm sending you a message now! see post
LINKING BEAUTY INSIDER CARD TO ONLINE ACCOUNT
Hi, would anyone help me link my beauty Insider card to my online account? I typed the same email but it does not work. Thanks!
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Aliceee,   Sure! I can help you out with this. I'll send you a private message shortly. see post
I was charged 44% in taxes and duties on my recent order, this can't be right... (Canada)
The order I placed this evening, I was charged a bit over 44% in taxes and duties combined. This can't be right.   My best guess is that the taxes and duties were miscalculated. I believe I was charged the fees on the purchase total before discounts instead of the actual total of my order.   I would much appreciate if this can be looked into, the order number is:   Thank you 
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @annyh,   I'm so sorry about that! I'll be happy to look into this for you and I'll send you a private message shortly.   Always, Danee see post
Does Sephora offer a military discount in store?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @NicoleCurtis,   We do not offer military discounts on our website, www.Sephora.com. I apologize for the inconvenience. However, I recommend contacting your local... see post
VIB card link to my VIB status online
  Hi there, I have my VIB card but when I registered online it says I have 0 points. Is it possible to link my online account to my VIB status?   Thanks, Camelia
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Zura,   I'll be happy to assist you with this :) I'll send you a private message shortly.   Always, Danee see post
HOW DO I CANCEL AN ORDER ASAP
I just placed an order like 5 minutes ago and I need to cancel it because I put in the wrong postal code. I tried calling costumer service but they are not open. SOMEONE PLEASE HELP ME IT IS VERY URGEN
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @sunsetarenice,   Please contact us via phone at 1-877-SEPHORA (1-877-737-4672) for immediate assistance with this. Our Beauty Advisors are available Monday - Fri... see post
sephora charge me twice again
hi i made a purchase on sephora.com not too long ago i called and i was told that it was a security that they did. And i will get my refund. The representative made a form that i can get my money back withing 48n hours and i received it today. My problem is that when i received my deposit i still got charged again. why is this happening thank you.
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jess1018,   I will be happy to look into this for you and private message you with more information.   Always, Danee see post
I believe I may have two accounts
After signing in to receive my free birthday gift, I realized my purchase in December isn't showing up (in store), and it was there that I signed up for the account to begin with. When I tried signing in, it asked me a lot of questions, so perhaps I may have made a second account by accident?   Thank you!
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Gidras05,   I'll be happy to look into this for you! I'll send you a private message shortly :)   Always, Danee see post
Sample Not Sent
Hi I've had this happen to me like twice now with my online orders, i wanted to get the givenchy noir couture sample and it showed up on my cart an the order summery but it wasnt included in my package?? i was really dissapointed because i really was looking forward to testing it out!
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @nehaxoxo,    I'm so sorry the complimentary samples were missing from your order! I'll send you a private message to assist you with this.   Always, Danee see post
Shipping Option Flash 2 days
just placed an order, but did not change the shipping to Flash 2 days instead of the standard it defaulted to. Please change shipping to Flash 2 days.
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi saridyn,   Your order is shipping by UPS Ground because it contains a Hazmat item. The Hazmat item that is in the order is the Defense Refresh Setting Spray. All ... see post
Grrr Borderfree
I received someone else's shipment- we're not even in the same city. I called the Rouge CS line, but since I am in Canada, I was advised that they couldn't reship, and the only thing they could do was process a refund, and ask that I return the incorrect shipment by mail or in-store.   I was also advised that promo items could not be shipped separately without a merchandise order. (I've heard this before- although in that scenario, my order was missing a promo item.)   A "courtesy" 500-points was added to my beauty bank after I whinged sufficiently- this seems to be about par for the course, although not standard procedure (I can go on a whole other rant about this- the last time a promo item was missing, I got 100 points- and people seem to get that for missing samples)- but overall, I'm increasingly underwhelmed.   Shrinking point perks, foils counting as items in 500-point perks, no Rouge promo codes (and don't get me started on the non-existent just-because gifts)... I honestly wonder why I willingly fork over any of my disposable income to Sephora when I have SDM and the Bay, and now, Nordstrom. Disappointed, and definitely going to make a concerted effort to wean off Sephora/not requalify for Rouge through 2017.   Hope whoever got my shipment is enjoying the lippie and the promos (at least that way, it's not all bad). But seriously, make CS a priority. Things happens, I get it- but don't make me beg for points, and establish procedures to make CS more customer-friendly for the (more than) dozens of us in Canada. I'll definitely be more inclined to give more of my money to corporations that go the extra mile to make things right, or failing that, at least work on a resolution, instead of making me feel like I'm hassling them on a Friday night.
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi poornima,   I am very sorry to hear that you received the incorrect order. I know how disappointing this was for you. I will definitely forward your feedback rega... see post
I think I have two accounts by mistake!
When I log into my account, the only recent purchases it shows are from a long time ago. I Think I might have registered for two accounts, since I have bought many things with the card. But I can't find a way to register my new card to check the points on it, or to see what email is attached to the account.
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @rileyp5,   I'll be happy to look into this for you! I'm sending you a private message to get a little more information from you.   Always, Danee see post
I CANNOT SEEM TO BE ABLE TO LINK MY REWARDS CARD TO MY ONLINE ACCOUNT
I CANNOT SEEM TO BE ABLE TO LINK MY REWARDS CARD TO MY ONLINE ACCOUNT
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi andreabecerra,   I can assist you further with this! I am going to send you a private message to get a little more information from you.  see post
Not receiving emails
I have never received emails from Sephora outside of order confirmations (and I don't always receive one for those). KevinBT was trying to help with this a couple of weeks ago, but I'm still not receiving emails and haven't received a response from the last message I sent him. Is anyone else able to help?
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi quspork,   I am sorry that you are still not receiving emails from us. I am going to send you a private message to assist you further with this.  see post
Not Receiving Email
I have been attempting for over a month to have my email changed and I have been receiving nothing but the run around. Now I am receiving nothing. I would like the email to go to the address that is in my account. The last time I asked for an email change it took seven years for the issue to be resolved. This entire situation is absolutely ridiculous and all I want is to have my email sent to the current address. I spend an insane amount of money with Sephora and I shouldn't have to keep begging for service.
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Crazy4Sephora1,   I am sorry that you are not receiving emails from us. I am going to send you a private message to get a little more information from you so I ca... see post
I am having issues linking my rewards card to my online account.
SPECIAL GUEST andreabecerra / SPECIAL GUEST SPECIAL GUEST / replied
Hi I am having the exact same problem. see post
Delete my Sephora.com account
How do I delete my Sephora.com account?
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gagash,   I'm going to send you a private message now so I can further assist you. Thank you!     see post
Do you have to return deluxe sample with your online order?
what happens if you return a product online without the deluxe sample? Will they process it through or deny it?  
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Miranda88,   You do not need to return any of the samples you received with your order when returning items from the order. You can go ahead and keep any samples ... see post
Affiliate program question
How does the affiliate program work? I signed up ages ago but could never figure it out. I was approved for it, and when I went to the LinkShare site again, I still can't figure it out. Help!
see post
BEAUTY MAVEN shesleaningin1 / BEAUTY MAVEN BEAUTY MAVEN / replied
Hi there! I'm wondering what the outcome of this was. I'm having the same issues....   Thanks!   -Candice see post
NYC Meatpacking District Store
During a vacation to NYC this week, I stopped in Sephora's Meatpacking district store on 5/27 at approximately 2PM. At the time there were no more than six other customers in the store. There were literally more employees than customers. The ONLY sales associate who spoke to me while I was picking out three products to purchase was a gentleman near the perfume. I took my products to a SA near the entrance who had was "ringing up" an item for another customer. As I stood there waiting, with my Rouge card and items in hand, not more than 2' from the SA, another customer approached the SA and stated she needed help with "skin care". I politely remarked that I was next though it would have been obvious to anyone with half a brain and without a sense of entitlement. The SA looked at the customer and said she would help her while finishing the sale. WHY not ask one of the other employees to help her? I have no idea. The SA, who never acknowledged my comment in any way, proceeded to start quizzing the new customer, completely ignoring me who had been standing less than 2' away from her for several minutes holding items for purchase. I decided I didn't want to spend the rest of my vacation in the store NOT getting waited on so I put the items down and left. Later the same day, approximately 8PM, I visited the Times Square Sephora and purchased only ONE of the items I had been considering earlier in the day (Invoice #57202). The SA, Liz, who assisted me could not have been more friendly, helpful and professional. After hearing my Meat Packing store story she apologized though of course it had nothing to do with her. She thanked me for being a Rouge and offered several skin care samples. I suggest you make Liz a manager and move her to the Meat Packing Sephora so she can train that shop's worthless employees what great customer service is.
see post
BEAUTY GURU tanyab84 / BEAUTY GURU BEAUTY GURU / replied
Thanks Randee. I hope I do receive a response from the retail division. see post