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double charged
Hi, I literally just placed an order online and got billed twice, can a representative please help me resolve this
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FitWoman, I just responded to your private message! :) -Laura see post
Problems with my account
Why deos it say i have 0 points on my online account I just recently became a VIB too but it won't update any of my info 
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cherie, It sounds like you have 2 accounts. I can link them for you. I will send you a message to get your info. :) -Laura see post
When will Sephora website restock the tartelette amazonian clay matte palette?
I am unable to travel to a physical store to get it and I did ask for an email alert, but I was just wondering how long it would take, given that it is quite a popular item. Thanks!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lillian11! The Tartelette Matte Palette will be back in stock within the next couple weeks.  Please make sure you are signed up to receive the in-stock notification e... see post
unsuccessful authorization?
My order status is unsuccessful authorization? and I'm sure my billing address information is correct. What do I do???
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Alaaxx, as mentioned below, please give us a call at 1-877-737-4672.  A representative will be able to tell you why your order was cancelled and help you place a new ... see post
Rude!
Yesterday I went to the Sephora located in Hamilton Place Mall in Chattanooga, Tennessee. I want to clarify that I went to Sephora, not the Sephora in JCPenney's. I walked in with my sisters, and I was immediately greeted and handed a basket. I have been looking over Sephora's website and had a large number of items I wanted to purchase. I started to put products in my basket when a very large Sephora employee started to stand close to me and my sisters. I didn't think much of it at the time, I just kept shopping. However, this woman kept following me wherever I went, and it was quite frustrating having everyone in the store eye me down when many other people were in the store shopping at the same time. I was simply trying to shop in peace, but that wasn't possible with the pushy sales associate stalking my every move. I ended up spending only over one hundred dollars, a fraction of what I was planning on spending, but I couldn't continue to shop being disrespected in that manner. I don't know if this is how Sephora trains their employees, but if so I will no longer be a customer. I will simply buy my beauty products online directly from Benefit, Urban Decay, Bliss, etc... Shame on you, Sephora.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lynley, I'm sorry to hear of your experience! If you would like to file a formal complaint against the store, please let me know.    Regards,  Kevin  see post
Living Proof PHD
Will Sephora ever carry the Living Proof Perfect Hair Day Shampoo/Conditioner in the larger bottles (i.e. 24 oz)? I adore this line and only Ulta has the larger bottle (but does not ship to Canada) or Amazon. I know there was a 24 oz available at Sephora for a different line within Living Proof but I have not seen PHD.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi njattana,    It doesn't look like we will be carrying the larger sizes of the Living Proof Perfect Hair Day Shampoo and Conditioner. I apologize for the inconveni... see post
Online return hasn't processed yet?
Hello,   I need help with an online return that I made several weeks ago that still has not been processed, can an admin please PM me, thank you!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there! Yes, I am sending you a private message to help.    Cheers,  Kevin  see post
Missing Order Products
I ordered the SEPHORA COLLECTION Get Into Shape Contour Custom Brow Kit and picked out my eyebrow pencil and when I received my order they never added in the eyebrow pencil! How do i go about getting it?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi thebeautybeat! I can help you with that. I am sending a private message with more details.  Cheers!  Kevin  see post
Unsuccessful Authorization order status
I've made an order online on Mar 22, but the order status is  Unsuccessful Authorization. Is that means my order couldn't process and I have to reorder again? 
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JinC! If you are seeing an unsuccessful authorization on your account, you will not be charged for the order and will need to re-order. I am sending you a private mes... see post
I would like to place an order on the 26 March 2015. When can I expect delivery in Florida?
Hi there,   I reside in South Africa. My sister is arriving in Florida on Friday, the 27 March till the 01st April 2015.   I would like to place an order on the 26 March.   When will the package be delivered. How long does it take?   Will it arrive at her hotel by the 01 April 2015?   Thanks,   Michele Perumal    
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Micheleperumal / NEWCOMER / replied
Thanks Randee,     Unfortunately, will not be able to provide a residential address as I reside in JHB and my sister is there on holiday. I am hoping there is a Sepho... see post
CAD/US dollar points
Last year one of the admins kindly adjusted my points to reflect the Canadian dollar amount instead of the US, but it seems to have reset in the new year as I made an $80 ($90 after tax and duties) purchase and only got 74 points. Can one of the mods help me do this for 2015 please? thank you
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi greenteafueled,    I have added an additional 6 Beauty Insider points to your account for this purchase. Due to technical constraints, we are not able to manually... see post
Returning 10 day Clinique kits
I purchased a 10 day CLINIQUE skincare set 2 weeks ago. I'm not impressed with the results. The 10 day supply of toner is empty, the cleanser is 1/2 full, and the full size moisturizer is almost full. Will sephora allow me to return the set in stores? I have the packaging and receipt.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lala1991,    I am sorry that the 10 Day Clinique Skincare set you purchased did not work out for you. Our stores do accept returns on lightly used items. Now that... see post
I have two insider cards and I want to combine them
I have two insider cards and I want to combine them so all they points are on one card and under just one email address. How do I do this
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mimimai,   I would be happy to assist you with this! I'm going to send you a private message now so I can link up your accounts. Thanks! :) see post
Ciate #SephoraSweeps on Twitter
Spring break is upon us and Ciaté’s NEW makeup line is here to make it the best one yet!   Enter for a chance to win a prize package of 27 amazing items from their new collection. To enter for a chance to win, make sure you follow @Sephora on Twitter. Between March 25, 12pm PST through March 26, 12pm PST, tweet the following sentence and fill in the blank: “Hey @Sephora, I can’t do spring break w/o my ______ #SephoraSweeps”.   Don’t forget to include #SephoraSweeps in your tweet. All valid entries received within 24 hours from the start of our giveaway are eligible to win. The winner will be selected at random from the pool of correct entries. Watch your Twitter feed on March 25 through March 26 for updates.   See rules here>
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SCENE QUEEN spzk / SCENE QUEEN SCENE QUEEN / replied
Hey @Sephora, I can't do spring break w/o my benefit roller lash mascara! #SephoraSweeps see post
aCharged twice for item
Hello, I recently went to sephora and made a purchase. I was looking at my receipt today and realized that they charged me twice for an item. Is there any way I can get my cash back?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vicsor,   Please contact the store directly regarding the double charge as they are the ones who will be able to reverse that charge if it was done in error. Than... see post
How can I change my birthday?
They have the incorrect birthday on my account information and I was wondering if I could correct it?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi samiha9713,   There isn't actually a way for you to change your birthday on your profile on your own - a customer service rep over the phone or email, or one of t... see post
SoaIs Soap & Glory being discontinued from Sephora?
All of the items from the Soap & Glory line is on sale.  Is Sephora planning on not carrying this brand in the future?
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BEAUTY CELEB AgataR / BEAUTY CELEB BEAUTY CELEB / replied
Yes they are being discontinued from Sephora. Check out the Soap and Glory website, " we’ll be moving away from Sephora and setting up shop at  BEAUTY.COM ,  SKINSTOR... see post
Why don't my instore purchases link to online purchases????
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mexicanita2! It sounds like you may have two accounts with us. I am sending you a private message to help!  Cheers!  Kevin  see post
I'm a VIB in store but not online
I'm a VIB in store but the it shows the beauty insider status online.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi YYYiran! It sounds like you may have two accounts.  I am sending you a private message to help!    Cheers,  Kevin  see post
Hello, why can't I see my almost 900usd purchase of January in my state acc?
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kukish, you might have two accounts with us.  I am sending private message to help.    Cheers!  Kevin  see post
European purchase
Hi! I was travelling last week and visited a Sephora store in Paris - back home in the US now. Can I get VIB points for that purchase? Thanks!
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SPECIAL GUEST klynne25 / SPECIAL GUEST SPECIAL GUEST / replied
Bummer - ok, thanks! see post
I received my order with a missing item?
I am very upset my order (C11400612858024)  shipped on 3/5 and arrived missing a 21$ Kat Von D Lipstick in LOVECRAFT. All of the other products I ordered arrived but I never even got an email saying this issue would be fixed. I am now writing and asking for assistance in finding the lipstick I paid so much for.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi wakingesoteric! I'm sorry to hear that! I am sending you a private message with more details.    Cheers!  Kevin  see post
I need to talk to someone
I need to talk to someone about an in store experience yesterday. Can someone please send me a private message?
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BEAUTY GURU scharrison / BEAUTY GURU BEAUTY GURU / replied
Thank you! see post
Returning slightly used product?
Hi! I recently purchased an Anastasia brow pencil and Dipbrow from a Sephora in JCPenney when I was visiting Tennessee from Texas. I had an associate helping me find the perfect shade, and realized after using it only a couple of times, that the colors aren't the same as she demonstrated on me in the store. I bought the Caramel pencil, but accidentally grabbed the Chocolate Dipbrow instead of the matching Caramel. The Chocolate has a redder hue than I would like, and doesn't look very good with my skin tone. Would I be able to exchange it for the Caramel instead. I wouldn't be able to go back to the original store because I am back in Texas now. Any help with this would be greatly appreciated! Thank you so much!
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jaime, Yes, you can exchange it for the right color at any Sephora store. Please bring your receipt with you if you still have it! :) -Laura   see post
tI'm not receiving emails
I have updated my email on the website, and ensured they're not going to my spam folder.  Any ideas? TIA!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Vontinilove,   I can look into this for you. I'll send you a private message with more details! see post
Order status "STATUS: Unsuccessful Authorization"
Hi, my order status says "STATUS: Unsuccessful Authorization", but I had an email confirming my order, what should I do now?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Laws123, Sounds like your order was cancelled. I'll send you a message to get your info. :) -Laura   see post
lost beauty points??
my sister went to sephora for me earlier today and purchased a few things. the beauty girl did ask my sister for her email address but my sister and i think it could be invalid since i do not see any beauty point info on my reciept.  help??? 
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi IriAui, Yes, I'll send you a message as well! :) -laura   see post
Points didn't show up
Hi so I spend about $80 today at the local Sephora store, and they scanned my card too. However when I got home and checked online my order didn't show up, and my points didn't increase. I was wondering does it takes a little more time before the points are added to my account?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lkarose,   Usually points will be added to your account within 24 hours, however, if an error occurred and these points weren't added I'd be happy to help you out... see post
2 BEAUTY INSIDER NUMBERS
Can you guys help me merge my account beauty insider card with my actual insider card?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JellryCube,   I can help you with this! I am going to send you a private message to get a little more information from you. :)  see post
Updated email address and lost points
 I had two accounts under two different email addresses. I decided to update my email address for the account with all of the points thinking they'd merge, but instead my points disappeared. Can we retrieve it somehow?
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BEAUTY CELEB avang / BEAUTY CELEB BEAUTY CELEB / replied
Randee, it worked! I lost our msg convo, so am writing here. Thanks so much for your help! You're awesome! see post