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XOJC
MISSING PACKAGE
Tracking says my package was delivered and I called Ontrac and they say it was delivered. However, no package was received?? I urgently need my package because it was supposed to be a christmas present. What can I do?? Could someone have stolen it?? 
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foofoox33
Points not registering
I bought a Lancome foundation a few weeks ago, but I didn't have my BI card with me so I gave them my email, but the purchase never registered and I didn't get the points. Is there a way to link the two together? Also I hit VIB but I never received a new card!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Janedice,   I'll send you a message now to help out with this! see post
waeho
returns
I want to return the bon voyage holiday Set from tarte and I have everything. To the receipt but I was wondering how they'll give me the money back? I would like cash but I know sometimes they wouldn't. For some reason, the sephora website wouldn't let me access the return policy. 
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Beesca21
Anyone who has purchased Amore Pacific Enzyme Peel?
I just ordered one three days ago, and my shipment arrived to my house about 2 hours ago. I am a little disappointed with the packaging of the peel. The product looks almost empty! The level line is at about the "o" or "r" in the words amore pacific on the side of the bottle. So, it's about 40% empty. For those of you who have purchased this, is this the case for all the peels?   If a Sephora rep could help me out that would be great too!   Thanks!    
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yumst3r
FURIOUS! MULTIPLE CANCEL ORDERS!
OMG..... I'm very very very disappointed in Sephora! You can't possibly imagine how furious I am right now. After multiples attempted to place orders and got cancelled and phone calls to rouge line a million times I still got my order cancelled.   The last phone call the CS told me as long as I correct all those problems my orders won't be cancelled. So I corrected my shipping address,my billing address and my credit use and I can't really think of any other reason sephora should cancel my orders, but NO, somehow they still cancel my order and I will have to wait until the working hour of the hotline to call and ask AGAIN! for the FIFTH time!   Seriously it takes $1000 to requalify for rouge and making a large purchase is violating the terms and conditions for personal use or whatsoever?  I didn't order 10 of each product. Sephora website said naked 3 palette is limited to two per person but I don't get to order even the promised quantity of two? Or did the terms and conditions said rouge cant order during sales period, that my $1000 purchase has to be made during non sales period ?I mean if sephora offers 15% off every month I won't have to make large purchase that may, in your terms, violating the terms and condition! I see rouge here requalifying for the rouge status in Feburary and I know many of us are holding back on our purchase becox we are waiting for the chic week. So is Sephora cancelling everyone's order or they just hate me?   I'm super disappointed after all the phone calls and amendments and I still have my orders cancelled.   No compensation or whatsoever is ever offered after all the trouble I have gone through. It's not my fault Sephora decided not to ship to a forwarding shipping company address (where my frd works and it's a tax free address) despite I actually have successfully placed an order sending to that address before and I have no trouble sending things to that address with other company. And now I have to send the items to another frd's address that means I have to pay tax and extra shipping so I can get the items to the address they were supposed to be sent to. So I respect it's your company's policy but you should have told me when you first cancelled my order instead of saying "it's for my safety since its not a residential address" and when I confirmed its ok over the phone and placed another order to that address, which was cancelled again of course, and call the hotline that I know it's becox you don't ship to that address at all!   And the third time is becox the billing address of the credit card doesn't match.For the record I have been using the same credit card information for all my orders in the past year and more than 20 of them had gone through without trouble. I dont know Wht has change but you know Wht makes me mad? I have been using the same credit card when Sephora cancelled my very first order and I have been calling to ask why my order was cancelled and the CS could have told me one of the problem is becox the billing address doesn't match.   And when I finally fixed the billing address my orders got cancelled again! And this time is becox my sister is using my credit to pay for her account (she doesnt have one) and it violate the terms and condition! She was using my credit card when the orders are cancelled becox "the billing address doesnt match" but NO, they didn't tell me at that time she can't use my credit card to pay for her account.   So basically I got cancelled FIVE rounds, and I had called FOUR times, (the FIFTH time tmr morning), each with DIFFERENT problems, when problem 1,2,3 can be solved in the FIRST phone call, and problem 4 can be solved on a SECOND phone call.   I have been trying to place order on 2 April and now, I still got NOTHING but emails of cancellation of orders! And some products are OOS!   I think I deserve a really good explanation! So much of being a ROUGE!  
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dinam4
BEAUTY MAVEN dinam4 / BEAUTY MAVEN BEAUTY MAVEN / replied
Same here, all my orders over $50 are being canceled for no reason see post
Narimaan
Payment Wont Go Through, Help!!
Hello, I am shopping from the UK with a UK debit card but I am shipping presents to the USA and it is not letting complete my order. What do I do?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Narimaan,    If you are using a UK card, you must make sure that your billing information is the exact same as what your financial institution has on file. You ca... see post
ProperIntro
Never got compensated for lack of samples
Hi, I didn't get samples on my order, so  I was wondering if I could be compensated.    Someone emailed me for my order# which I did reply back with but I never got a reply of confirmation or see any changes in my account...   Thanks =] 
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sparklekai
HALL OF FAMER sparklekai / HALL OF FAMER HALL OF FAMER / replied
Hey!  no sorry necessary.... they're compensated with points generally if its a point perk that is missing see post
shirleytran
Holiday GIft Card
I am a VIB Rouge member and I have been shopping with Sephora for many years now. I have been patiently waiting for my holiday reward gift card, but I still haven't received it. Hence; I started googliing, and sadly others received theirs, but there are also many others who are in my situation. I have always received it in the past via email but I got nothing this year. I'm super sad and disappointed. I even called customer service and the manager said there is nothing that Sephora can do because the offer has now expired. How can you do this to your loyal customers??!?!? I'm super sad, disappointed, and frustrated. Please help!
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shirleytran,   I am so sorry that you did not receive your Holiday Reward Card! Regretfully Sephora can no longer honor the promotion as it has concluded. We apol... see post
Astray
tocSephora All A Glow Face Palette....Coming Back In Stock Anytime Soon?
I put this in my basket yesterday and when I came back online to complete my order today it is saying out of stock....the product page has been taken down so there is no linke for "email when back in stock".....is this going to not be sold anymore? Thanks in advance for any help.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Astray,   The Sephora Collection All A Glow Face Palette has been discontinued on our website. I truly apologize for the inconvenience. You may want to take a loo... see post
HandslikeHouses
Ordered something online on December 5th, still hasn't come in
I ordered something online and it still hasn't come in. My USPS tracker says my package arrived at the USPS Facility in Chicago on the 7th, but it still isn't here (I live in Okinawa, Japan).   Is there a problem with my order? Could my package be missing?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi HandslikeHouses,   I am going to send you a private message to get a little more information from you. :)  see post
Nannoh
My order status
I made an online order for 2 days ago. Now my status is unsuccessful authorization. But My payment went through. So i dont understand where is the problem? Thank you Nan. 
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nan,   I apologize for any inconvenience! I'm going to send you a PM to resolve this for you so keep an eye out on your inbox! Thanks! see post
MissPain
Missing items from recent orders
I received a few orders with a lot of missing items. Most of them are sold out now. Is there any way I could get a refund or something?   Also, can I get this fixed without actually having to make a call, I just don't have the time right now and I don't think I can wait any longer to get this solved.    Thanks in advance.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MissPain,   I'm so sorry to hear that! I'm going to go ahead and send you a PM so I can help resolve this for you! Thanks! see post
cbrittneyb
Sample Bag Offer Missing From My Online Purchase.
I made an online purchase about a week or so ago and was able to use a special offer to get a Sephora Sample Bag that included multiple samples. I received the package today and noticed the sample bag was not in there with the products I ordered :/ Was really looking forward to the extra samples to try. 
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cbrittneyb,   I am so sorry that the sample bag was missing from your account! I know that that's very disappointing. I will send you a private message regarding ... see post
sheekiee
Opened this account thinking I could link my VIB card. I can't.
How do I start an account with my VIB card connected?
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sheekiee,   I can help you with linking your accounts! I will send you a private message requesting more details. Please check your messages when you have a chanc... see post
Laurel96
Linking acccounts?
Hi, I seem to have opened a Beauty Insider account but I already have a VIB account. Is there a way to link the two? Also, is there a way to re-subscribe to the VIB email list? I haven't gotten any messages since September, and it seems that I missed out on the big VIB deals. Thank you!
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Laurel96,   I can definitely help you with linking your accounts! I can assist you with your email subscription as well. I will send you a private message request... see post
ska515
item missing from order
Hi,   I just received my order and it's missing an item (though the item is included on the packing slip). Who do I talk to about this?
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ska515,   I'm so sorry that there was an item missing from your order! I will send you a private message requesting more information so I can assist you further. ... see post
Kikuno
I received my package and one of my items are missing.
I'm not really sure what to do. I've sent an email about it and didn't get a reply yet. Will they send me my missing item? I really hope so since I paid for it.
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kikuno,   I'm so sorry that there was an item missing from your order! I will send you a private message regarding the missing item from your order. Additionally,... see post
Jessiyu
points not right
Hello,    This is a quick question that I recently noticed. I am in Canada and I sometimes buy products from Sephora online in Canadian price. Recently I found out that my beauty insider points were added according to US price. I am just wondering if that is the deal.   Cheers
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jessiyu,   Yes, that is the case. Items purchased from Sephora.com will give Canadian clients points based on the US dollar. We apologize for the inconvenience! W... see post
yanamel5
VIB reward card $20 off $50+ purchase online, Please help
Dont understand how to use VIB reward card $20 off $50+ purchase online, Please help
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Yski784,   It will not work if you copy and paste the number into the gift card field! You have to re-type it into the box, if you need assistance placing your orde... see post
mili945
I also have the $0 reward card problem on my $15 off $50 BI gift card.
I know there's not much time left and it's non working hours, but I'd really like to place this order before the reward card expires in an hour... Please help
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Everyone,   I'm sorry to hear that some of you are experiencing difficulties checkout with the Rewards Card. Please contact us directly at 1-877-Sephora (1-877-73... see post
beeberz
i just realized a gift that I purchased on 11/27 is leaking!
I need to see if i can get a replacement quick, is there anyone who could help me this late? The call center is closed.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beeberz,   I am sorry to hear that the item you received was damaged. I am going to send you a private message to assist you further with this.  see post
cheerleader241
Points Help!!
I made a purchase last week worth $57(before taxes) but I only earned 27 points.
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cheerleader241,   I'm sorry about that! I will check into this for you and send you a private message about your points. Check your messages when you get a chance... see post
unblownkisses
Not Receiving Email
Can a mod please renew my subscription to the emails? I haven't gotten any in months
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redsrock
redsrock / NEWCOMER / replied
Hello, I have the same issue. I became a VIB in late August/early September but  I don't remember ever getting any emails from Sephora (I even missed the big VIB sale ev... see post
gabbyjones
I have been a VIB member for years
Why will it not let me buy the semi sweet chocolate too faced pallet? I really want to buy this. Please let me?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gabbyjones,   You can purchase the palette now! If you need assistance placing your order, please contact us at 1-877-Sephora. (1-877-737-4672). Thanks! see post
tatiekatie
Unable to use VIB rouge reward card online
I'm unable to use my VIB rouge reward card for an order and I'd like to use it before it expires in a few hours. Not sure if I'm supposed to use the PIN or barcode but neither are working! Please help!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
The Holiday Reward Card should be entered in the gift card section at checkout with any US order over $50. We recommend typing the number in manually instead of copy/ pa... see post
Stephaniex3
Out of stock?
I ordered a complexion kit from makeup forever, and I checked today to see if my order shipped. I saw that the kit in my shade was out of stock But when I placed my order it was actually available. Will I even get my kit? And if I don't will I be able to get my money back? Im kind of worried since this is my actual first order online and it was a pretty big order as well.   
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Stephanie, If the kit was in stock when you placed your order, you will still receive it! :) -Laura see post
ChelseaEno
Help linking VIB card to Sephora account
I need help linking my VIB card to my existing Sephora account online... Any suggestions? Thank you!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chelsea, I can link them for you! I'll send you a message to get your info. :) -Laura   see post
ddchieng
Didn't receive my VIB Rouge card?
I made a purchase at Sephora today and realized when I got home I hit VIB Rouge status (or it says so on my sephora account)  However, I didn't receive a VIB Rouge card or anything at the till.   Am I supposed to go back to Sephora and ask them for one?    
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ddchieng,   A new Rouge card can be picked up at your local Sephora.  Any of our Cast Members would be happy to link it to your existing account :)   xo, Mia see post
ericali
Missing Package
  Does anyone have an experience for unreceived package before? How long does it take them to investigate and get the refund ? It has been 10 days since I've called and filed a claim. The man I spoke on the phone said I'll receive full refund from Sephora within 7-10 days but I haven't received refund and any notification or email. I just want to make sure how long does it take. I repurchased same products at my local Sephora so I'm just waiting for refund of my missed online package.....I spend over $50 for an unreceived package so I'm really frustrated.
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ericali
SCENE QUEEN ericali / SCENE QUEEN SCENE QUEEN / replied
Thank you for replying. It has been over 10 business days since I claimed my lost package but I'm still waiting for refund from Sephora....Honestly I don't understand wh... see post
sephoraadmin2
Sephora Selfie #SephoraSweeps on Instagram
Celebrate the holidays with a Sephora shopping spree! Starting December 12, we’ll be giving away a $500 Sephora gift card to one lucky winner every day for a week.     To enter for a chance to win, make sure you follow @Sephora on Instagram. From December 12­–December 18, post an original Instagram selfie of the face you make when you get a gift from Sephora. Include “When I get a gift from Sephora I be like…” and #SephoraSweeps in the caption of your image. All valid entries received during the sweeps entry period will be eligible to win. Each winner will be selected at random from the pool of eligible entries. Watch your Instagram feed on December 12­–18 for updates.   See official rules below>    
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carlo123
carlo123 / NEWCOMER / replied
merry Christmas to all see post