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Customer Support
mastahs
can I change my 2 year Cosmo subscription billing address?
I just placed an order and wanted to check if my 2 year cosmo subscription is being sent to my shipping or billing address..I've read through some post and see that it gets sent to the billing address.   is there any way to change that so I can get the subscription sent to my shipping address?      
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SavElizabeth
Return question
I bought Naked 3 at the end of February, used it twice and didn't like it. I didn't realize until now that I can actually return semi-used items. Does it matter how long I've had it? It's in perfect condition, only used twice. 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SavElizabeth, Yes- you can still take your palette back to the store!  You can get a refund if you still have your receipt.  If not, you can get a store credit or ... see post
Judgewoman
How to use the foundation match information when ordering online
I've had my foundation match done at Sephora but can't seem to figure out how to find my match when I'm ordering online.  (There doesn't seem to be a place to type in the # I received from Sephora)  Any suggestions?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Judgewoman! You can type in your Color IQ number here to find your perfect matches in a number of foundations>http://bit.ly/1tKYPC5. Please let me know if you hav... see post
Ghaida10
Delete Beauty Insider Account
Hi Sephora, I want to delete my Beauty Insider account. how do I do that?   Thank you.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emiliedawnxoxo!    I can help you deactivate your account. I'm going to send you a private message to assist further! see post
KellyJ1028
Great Customer Experience With Fresh Rep
i was lucky enough to meet a Fresh rep in the Sephora I shop today before working on choosing a new foundation with the SA. I absolutely adore the Fresh product line but getting to speak with & having her pally the product line to my face, give me tips & pointers on some dark under eye circles was amazing. She had so much product knowledge & was able to share this knowledge with me. I believe her name was Sarah & it was a pleasure meeting here. Next Courtney helped me choose the Houglass tinted moisturizer in Shell  , applied it & gave me so many tips on contouring , highlighting etc. I shop the Sephora at Hanes Mall (not the one inside JC Penney's, the stand alone store inside the mall ) .. Hanes Mall Sephora Rocks!! I would like to give a shout out to the store, Courtney & the Fresh Rep!! I appreciate them taking the time to help me & really going out of their way to provide GREAT customer service!! Thanks Sephora
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KellyJ1028
BEAUTY PRO KellyJ1028 / BEAUTY PRO BEAUTY PRO / replied
Awesome Melissa!! I think it's very important that everyone is  recognized for a great job!  see post
Shrewdle
Dr. Jart Renewalist BB Cream Continually Out of Stock!
Hi Sephora!    I'm running low on my Dr. Jart Renewalist BB Cream, and it has been out of stock for more than half a year!!   http://www.sephora.com/renewalist-bb-beauty-balm-P 374569?skuId=1422625   I'm already signed up for the email notice for if does come back in stock, but like I said, it's been out of stock for more than 6 months.    I know that the Renewalist bb cream is also sold in the deluxe sample size in the Dr. Jart The Orginal BB Cream Set http://www.sephora.com/the-original-bb-cream-set-P 376218?skuId=1463231, but now that item is Out of Stock as well!    Is Sephora discontinuing the Dr. Jart Renewalist BB Cream? If not, approximately what time frame will they bring it back in stock? It's been more than half a year! It's my go-to bb cream/ foundation that I use daily and I really need it! Thank you!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I haven't had a chance to try the new Dr. Jart BB Dis-A-Pore Beauty Balm yet, but it looks like it has some amazing reviews on our website! see post
Gina1031
My Order Status is STATUS: Sent to Warehouse. Does this mean it is in stock? more info inside
Hello,   My order status for my Naked 3 palette is currently STATUS: Sent to Warehouse. However, I just noticed when I went to the Naked 3 page, it states "This palette is in high demand. To receive notice of when it will become available again, sign up for email notification or contact Customer Service at 1-877-737-4672 to confirm product availability at a particular store."   My card was charged (or an authorization was put on). It's been 2 days since my order. Is the palette in stock or not? WHen I called I was told "we'll call our warehouse and call you back." But I was also told I could not cancel my order, which is what I want to do if it is not in stock.   Please advise.
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Gina1031
Gina1031 / NEWCOMER / replied
Thanks so much! I'll reply as soon as i receive it :) see post
dolceloure
returning a gift without a receipt
My sister gave me an early b-day present that undoubtedly came from Sephora but as I don't have much use for them I was hoping to exchange them for store credit.The thing is, one of the gifts she gave me was an old 500 point perk I recognized, lol, but she told me found it on the sale shelf (so it was no longer being offered as a free perk). Anyway, could I still exchange it? It's just one of those odd pieces of leftover merchandise that she happened to find at her local Sephora that I doubt one would find at the other ones.   This is the set I'm talking about:   The other set she gave me was a more regular merchandise, a Fresh lip treatment set -- lovely, but I'm already well-stocked w/ Fresh products! Anyway, I'm hoping I'll be able to get store credit for both sets without any trouble, but I wanted to check in advance! 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi  dolceloure,   I recognize that 500 Point Perk as well, but I don't know if we ever actually had it for sale. Do you have your sister's beauty insider informa... see post
cgator
Beauty Insider Points Not Showing Up
Hello, I made a purchase at a jcp sephora a few weeks ago. I gave the clerk my email for my beauty insider account  and she said my points were added. It should have been about 44 points. Online it still says I have 0 points. Could you help me with this?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cgator,   It sounds like we need to merge your card and email together! I'll send you a message to help. see post
KellyJ1028
VIB Rouge
Just curious because I havent been a VIB Rouge that long but what does that mean for in store purchases? If I go into a store to purchase & provide my rouge card are there any free gifts I'm entitled to automatically?
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KellyJ1028
BEAUTY PRO KellyJ1028 / BEAUTY PRO BEAUTY PRO / replied
Thanks for the scoop:)  see post
kate7778
Beauty Insider Card - how to link to online profile
Hello - I recently signed up for a beauty insider card in store and went online to create an account but there is no record of the purchase. Do these accounts automatically link if the email address is the same or do I need to enter my card number somewhere on my online account?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kate7778! It sounds like we need to merge your two accounts together. No worries! I do this all the time. lol I will send you a private message with more details.  ... see post
tadjaloo
Can I still redeem my points?
I purchased items from a Sephora today and when I gave the lady at the cash wrap my email address, she said that it couldn't be found. I have the receipt, is there a way to redeem the points?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tadjaloo! Of course! I am sending you a private message to help.    Cheers!  Kevin  see post
njattana
Returns
I have the receipt for a practically unused item that just didn't work out for me but I can't seem to find the little box it came in, will that be a problem if I want to return it in my local store?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Njattana,   I'm sorry to hear that the product did not work out for you!   It is up to the stores discretion to accept or deny a return. However, I suggest vi... see post
stephy9444
Items not showing up
I recently combined 2 accounts and now i believe only one exist.  I went to the Sephora near me a week and a half ago and spent a good amount of money and have no record of this purchase or points on my account.  
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi stephy9444! When we merge accounts, one of the accounts purchase histories will no longer show on your main account.  We can ensure you receive all of your points tho... see post
stargazer89
Items not showing up...?
So, I was looking for the Kat Von D Ladybird True Romance Eyeshadow Palette on Sephora's website but I couldn't find it there. The palette tab was as it looks like on the picture. However, once I googled it, I found it on the website! In other words, there is at least one item that Sephora has but it doesn't show up when browsing its website. There was no message like ''this item isn't available in your country, click here to go to the American website'' or anything like that. I'm just letting you know because maybe it isn't something that is happening with this item only, and you might want to look into that Cheers!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Thanks for the call out stargazer! I have reported the issue, so hopefully it will be fixed soon. :) -Laura see post
cyasaucedo94
Is there a way to combine two accounts?
I made a purchase at Sephora the other day and the cashier told me I had 127 points but when I looked at my points online another day I only had 85. I figured out this is because I have two separate accounts. I would really appreciate if someone could tell me how I can fix this.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cyasaucedo94, I'll send you a message to help. :) -Laura see post
goofylisa75
combining online purchases with in store points
Hi I just got a beauty card last night for my 1st in store purchase. last month I made online purchases, can I combine points from online and in store? thanks for any info!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi goofylisa, I'll send you a message to help. :) -Laura see post
sbonin
Missing Points and Birthday
Hi, my points are showing up on my online account but they're showing up in store. Also, my birthday isn't listed in store. They still gave my birthday gift but I had to ask for it.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sbonin,   I am sorry that your Beauty Insider points are not listed in your account. I would be happy to look into this for you! I can also make sure the current ... see post
NattyWQ
I have a problem.
Hi, I returned products today and then I came home and checked online banking but I didn't see any of money back in my account. What should I do? Do I have to wait or go back to my local sephora and ask the staff?
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NattyWQ
NattyWQ / NEWCOMER / replied
Thank you so much! :) see post
beauty4ashes
Censored/Deleted/Allowed/Closed?
Where's the link to find where things posted/topics are removed/censored/deleted?   Does anyone know how such things are decided? is there a set in stone rule some where?   Why do some controversial topics remain but get closed, still visible, while some posts/comments are deleted from sight?   I need to know. This confuses me...a lot.    
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nishcakes
HALL OF FAMER nishcakes / HALL OF FAMER HALL OF FAMER / replied
Good question nonetheless see post
eaugirlspirit
3-Day Shipping Advertisement Misleading
Hello Sephora, This is more of a comment/complaint on your 3-Day Shipping Advertisement you have as a banner on your website. The following is copied and pasted from the details about this promotion: U.S. shipping details 3 Day shipping on orders over $50 - FREE 3 Day shipping on orders under $50 - $5.95 Order Ships Arrives by Mon Tues Fri Tues Wed Mon Wed Thurs Tues Thurs Fri Wed Fri Mon Thurs Sat Mon Thurs Sun Mon Thurs Excludes Canada and HAZMAT orders. See all restrictions and other shipping options. Free returns by mail or in stores. GET 3 FREE SAMPLES WITH ANY ORDER   Notice where it says "Order-Ships-Arrives by"- This is a fantastic and clear incentive to the customer to let us know that you are efficient. However, I just got off the phone with a sales rep. who said that there is a cut-off time for "same day processing" which is 10am. So Unfortunately, even though I placed an order on Tuesday AFTER 10am, my order DID NOT ship today, and probably won't ship till Thursday, because of the "same day processing" cut off which apparently I didn't make. Real disappointment Sephora, let us know the cut-off time!  
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi eaugirlspirit! I can definitely forward your feedback for you.  For more detailed info on our shipping time frames and guidelines, please visit the following link:  ... see post
vvdorothy
Canada wrong shipping address
Hi Sephora, I have entered the wrong shipping address. I realized a few hours after ordering but by then, it was already "sent to warehouse". I also got an email saying the the item has already shipped.    I have tried emailing Sephora but I have not received any replies.   I am out of the country right now, that is why I'm not able to call the Sephora hotline directly. I hope we can solve this issue online!   Thanks for your help!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vvdorothy! I am sending you a private message so I can further assist.    Cheers!  Kevin  see post
lidiwi
products cannot be shipped to Netherlands?
I just found out that Sephora ships to the Netherlands, which is great! Nevertheless, I noticed that it is impossible for some products to be shipped to my location. Can someone explain me why? An example of such a product is the Dior Creme de Rose.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lidiwi, We understand your frustration that certain brands currently cannot be shipped to your country. The restrictions by country are set by the brands so we wil... see post
Raiana
Shades broken
Hi, my order has just arrived and one of them, a Sephora palette ( http://www.sephora.com/s-illusions-baked-eyeshadow -palette-P384681?skuId=1564350), came with the shades in pieces. How should I proceed?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi  Raiana! I am sorry that one of the eyeshadows that came in your Sephora palette was broken. :( I can definitely assist you with this. I'm going to send you a p... see post
vjean04
Broken closure on palette
I just received an order I placed online today. I ordered the Marc Jacobs Siren palette upon opening the package the snap closure on the palette is broken and the compact will not snap shut. Is there a way to get one that is not broken?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vjean04, Sorry to hear that!  I recommend taking the palette and your order invoice to your local Sephora store for an exchange.  You can view our store locations ... see post
vero90pr
Any notice on the 2 year Cosmo subscription?
Hi! I placed on May 2, 2014 the 2 year Cosmo subscription promo code. It showed up when I was placing the order but not on the receipt. Then I read in the beauty talk that I had to wait 10 weeks to process the order. But it has passed more than 10 weeks and I haven’t heard anything. How can I know if I’m going to get the magazines or not? Thanks in advanced for your help.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vero90pr, I'll send you a message to help. :) -Laura see post
ilovpurses
Canadians get hosed again. Rouge status USELESS in Canada.
I haven't placed an order in months and the last few orders I placed there were no additional costs for duties/taxes etc. Before I placed this order I just called to make sure that was still the case and lo and behold I was told it HAS changed - that was just a pilot program Sephora was trying out and now duties and taxes will be charged and collected at the time the order is placed.   We all know the only real perk for being Rouge is free shipping and now that has basically been taken away from us - why would I place an online order with additional charges when I can shop locally in store? The silly little samples are not going to make up for the extra cost. Since most of the beauty deals are only available online, I can't get those either.   There really is nothing in it for Canadians being VIB ROUGE. 
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blackunicorn
BEAUTY WHIZ blackunicorn / BEAUTY WHIZ BEAUTY WHIZ / replied
You should buy your Guerlain stuff at Shoppers or Murale during a 20x promo! At least their Optimum program is worth it! see post
sephoraadmin2
Fresh #SephoraSweeps on Instagram
Help us celebrate the launch of Fresh’s latest addition to the Sugar Lip Treatment Collection! On July 23, one lucky Sephora Instagram follower will win the entire line of Fresh Sugar Lip Treatments (that’s 11 shades!), including Fresh’s newest pink, Tulip.   To enter the Fresh Sugar Tulip #SephoraSweeps, post an original Instagram image of your pink pout between Tuesday, July 22, 12pm PDT and Wednesday, July 23, 12pm PDT. Be sure you follow @Sephora on Instagram and include #SephoraSweeps in the caption of your image. All valid entries received within this 24-hour window are eligible to win. The winner will be selected at random from the pool of eligible entries. Watch your Instagram feed July 22¬–¬23 for updates.   See official rules here>      
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crystlemethod
crystlemethod / NEWCOMER / replied
Can you make this an international contest? Or at least Canada? Pretty please! :) see post
Ashmeister
Charged for a product I did not receive in-store.
G'day, I purchased a few products from the Sephora store in Yorkdale late last week and received all but one product (Urban Decay Naked Flushed palette in 'Streak'). Am I able to bring in my receipt and the products which I received to a Sephora store to see if I can obtain the missing product? Thanking you in advance!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
For that situation, I would call the new store first to see if they're able to help you.  :) -Laura see post
tessie84
Question about store credit and placing in-store orders
I have a store credit that I was planning to use to buy a particular product, but it's not available in any stores within a 100-miles radius of me. Since I can't use the credit online, could I order the product through my local store and have it shipped to me?
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tessie84
BEAUTY MASTER tessie84 / BEAUTY MASTER BEAUTY MASTER / replied
Thanks -- I'll look into it with them! see post