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Customer Support
mymaserati
How to delete a review of a product on Sephora.com
It doesn't seem like there is any way to delete reviews that you've written. There's one I wrote in haste after only using a product a few tiems and I've changed my opinion. Is deleting reviews possible short of calling the VIB support line?
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ker0
ker0 / RISING STAR / replied
It doesn't look like it, but it would be great if there was the ability to edit or delete a review. see post
Cherrychen
VIB points lost
my last online order at amount around 60$ was cancelled due to lack of inventory, but I found that I have lost more than 100 points. what's going on there?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Oh, ok! I will send you a private message to help.    Cheers! Kevin  see post
hx2ax2nx2
Not getting any emails?
Hi, I haven't been getting any Sephora emails for the past few months. I've tried everything! I already added sephora@sephora.shop.com to my address book and I only have one email I use for my sephora account. So what is going on? Please help! I don't want to miss out on any Sephora offers!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi quixotic! I have refreshed your email subscription. Please allow 10 business days for this to take effect.    Cheers! Kevin  see post
MsKina
New & Getting Started need assistance
I can't reply to other users within a posted conversation... When I specifically click reply to ... the message I see is "Sorry, unable to complete the action you requested."
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MsKina, I will get to your message shortly.  I usually have many messages in my inbox and they're answered in the order they're received. Thanks for your patience.  see post
bcoish
Taxed 22% for American Based Product
I just ordered the bumble and bumble conditioner for $77.50, and after I clicked the accept button, there was an extra charge of $16.43 for "duties and taxes." Ignoring the fact that these charges showed as $0 on the previous page, why was I charged 22% for a product based in North America?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bcoish, just wanted to let you know I am getting to your message now.  I get a lot of messages on here and they are answered in the order they are received.  If you h... see post
chelssss
Monday
Monday evening I went into Sephora foundation that THEY matched me and it was wayyyyy too light. After my great ROUGE event experience, I had hope for the SAs. I will admit we went in 20 minutes before closing, but had no choice. Upon doing the return, she gave me a white card. I said I was about to shop around and and spend it really quick and I knew what I wanted, but they said oh you can just use that online. (like can you please leave) I was weary about being able to actually use it, but I live 2 hours away and just left without questioning. Now, I know I should have. They have lost me AGAIN. UGH. I hate when they are rude ;( I wish I would have gone to the nice store. Sephora's employees need to know policies cause now I am sitting on a white card. 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chelsss, I'm sorry to hear about your store experience! I'll send you a message to get your info so that we can forward your feedback to our retail division. :) -... see post
jodys
so as i said. tried to get the pearls - not available. why e mail came today
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jodys, I'll send you a message for more info. -Laura see post
sephoraadmin2
Kat Von D 24-Hour #SephoraGiveaway On Twitter
  Score a beautiful look that lasts for 24 hours, courtesy of Kat Von D! Enter for a chance to win a beauty bundle from the tattoo artist and beauty brand founder. On April 17, three lucky winners will each take home Kat Von D’s new Chrysalis and Monarch eye shadow palettes, her new Immortal Lash 24-Hour Mascara, and her bestselling Tattoo Eyeliner. All products included in this bundle are guaranteed to last up to 24 hours and are exclusive to Sephora. For a chance to win, follow @Sephora on Twitter and reply to the trivia question asked on April 16th at 1pm PDT with #SephoraGiveaway in your tweet. All correct replies received within 24 hours of the trivia question are eligible to win. The winners will be selected at random from the pool of correct replies. Watch your Twitter feed on April 16-17th for a chance to win.   See official rules below.    Good luck!    
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mldavidson
Made a purchase and it won't show up!
I made a purchase yesterday and it didn't show that I earned extra points for the "lashsanity" promo. Also, after my purchase I became a VIB Rouge yet whenever I log on it still says I'm a VIB and that I need to spend a certain amount of money to become a VIB Rouge. Help!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mldavidson,   I'm sorry that your recent purchase is not showing up in your purchase history. I can definitely make sure you received the points. I'm going to sen... see post
iluvlife
Order cancelled
It says For your own security and protection, we have cancelled your order because we were unable to confirm your payment information. What do I do now?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cherkassov, We understand your concern regarding the pending authorization on your account. Temporary authorizations usually drops from the account within 3 to 5 bu... see post
MargoBarba22
I forgot to show my beauty insider card at checkout. Is there any way I can still get my points?
I forgot to show my beauty insider card at checkout. Is there any way I can still get my points?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MargoBarba22,   I can add your Beauty Insider points to your account,. I'm going to send you a private message with more information! see post
deannarp
Tired of Canadian orders getting ripped off points and taxes
I just placed an order for $68 Canadian and received 56 points, only the points for the US dollar value. Hasn't this gone on long enough? Months ago I was told this was being worked on and would be fixed. As well, the taxes are usually overcharged. I haven't been keeping track for my last few orders because I was assured this was getting resolved. How can other companies get this right and sephora can not? I'm tired of having to ask for my correct points or taxes, waiting for a response, and then having to go through my order numbers in an email,back to mods, then getting my points back. Canadians...have you been keeping track? Because I assure you if you haven't, you are missing points and most likely being overcharged sales tax. How often do we have to ask this in order to get it fixed?  Canadians...give me the name if an equivalent site to shop...PLEASE! 
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bcoish
BEAUTY BUFF bcoish / BEAUTY BUFF BEAUTY BUFF / replied
Plus I can't be the only one that has the taxes price only show up AFTER you accept the purchase. see post
GiselleB
My points are gone!!!
I have just recently gotten a beauty insider card about 2 months ago and have since then accumulated 92 points I have just made an online account so I can buy my favorite things without having to go to the store but none of my rewards points are showing up how can I get them back!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Giselle, I'll send you a message to help. :) -Laura see post
ellacen
Rouge promotion offers?
Hello, I recently got upgraded to rouge. But I am not receiving e any emails from sephora. I am subscribed when I check under my account though. Please kindly help me with this as I don't wanna miss any offers!   Are there any other ways I can check what kind of promotions are going on? I Learned about the gurlain Pearl offer for VIB, where is the info on the website?  How about for rouge?  Thanks!!! 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ellacen,  I'll send you a message to help.  :) -Laura  see post
KatieSouls23
Out of Stock Item on Order
The order I placed on April 7th (still waiting to receive order) now shows that one of the items is out of stock. Except the full amount has already been charged to my credit card. Will I get a refund for the item that is out of stock?
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KatieSouls23
KatieSouls23 / NEWCOMER / replied
Thanks!! see post
lovemakeupxox
Missing Beauty Insider Rewards Points...
Hi, I am currently a Beauty Insider, soon to be VIB, but there is a problem... I just made a big purchase online. The total came to $223 after the discount and before taxes. My Beauty Insider Points Balance was 109 before the purchase and only updated to 290 after… I don't understand where the other 181 points have gone. Can someone please get back to me regarding this. I have read that many other girls have had this problem.    Thank you, xo
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lovemakeupxox,   I can definitely make sure your Beauty Insider points are added to your beauty bank. I'm going to send you a private message with more informatio... see post
nicolemw83
How do I use my gift card online?
I'm trying to place an order online and I was given a gift card that I'd like to use but there doesn't seem to be anywhere for me to enter it. When I enter it in the promotion box it says error. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi catseyesz,   This is not a feature on our Canadian website because we are not able to process gift cards for Canadian orders. I am sorry for any inconvenience thi... see post
Chickibum
Issues with two orders- charged duty where not applicable, and possible overcharge
 Hello, I placed two separate orders, one of them was a few days ago for Peter Thomas Roth Instant Mineral Powder SPF. I was charged an extra $2.95 for duty, however this product is made in the USA and shoukd not be subject to any duty fees, as per NAFTA, please see here:     And my second order placed a couple of hours ago for an Urban Decay lip gloss, my email confirmations say the correct amount (23.05) but when i go to my sephora account and look under online orders it says I was charged $65.  Obviously I will confirm with my credit card what was actually charged but it doesnt say anything yet since the order was just placed. Can someone please look into this?   Oh also I'd like my points adjusted if possible please     Thank you
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Chickibum
BEAUTY WHIZ Chickibum / BEAUTY WHIZ BEAUTY WHIZ / replied
Holy spelling errors... typing on this tablet is brutal lol see post
rosesRred72
NUFACE Trinity
Can you tell me when and if you will be getting the NUFACE Trinity + eye and lip enhancer bundle back in stock??    
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rosesRred72,   At this time, we dont have a scheduled delivery date for replenishment, however we receive new products weekly, so please stay tuned :D  ... see post
ShadesOfYellow
VIB Re-qualifying discount?
Hi, I'm currently a Rouge and recently (re)qualified for regular VIB. I remember last year I received a 10% off code but I didn't receive that this year - does Sephora still do that?   Thanks!
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ShadesOfYellow,   Yes we do!  I'd be happy to take a look at your account to see if I can help :)   xo, Mia see post
Brooke7
Not VIB?
I have 530 Points but i am not VIB? how do i become VIB?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Brooke7,   Our VIB & Rouge Tiers are based on spend total, and not your points, as points do not expire and roll over from year to year, in addition to the many b... see post
libzdolce
Card charged twice for one item purchase?
I bought something in the store on the 11th. When it was my turn a girl took me to the side and ringed me up with a small portable card reader, I signed and everything. It took a long time, and she told me it did not go through. She then took me to a counter, I had to wait again, and then the lady at the counter ringed me up. I checked my bank balance today, I was charged twice for the product. I only got the receipt from the lady at the counter, and I'm really quite upset right now. What should I do?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi libzdolce,   Oh no!  I'm sorry you were accidentally charged twice :(  I know exactly how frustrating that can be!  I'd suggest giving your local Sephora a ... see post
beautysplurge87
VIB STATUS CONFUSION?
Ok, I am completely confused about how VIB works........ I currently have 319 beauty points. Since it is December almost January does this mean that my points will be set back to 0? Or will it stay 319 until the end of January.......... Im so confused. I know you have to requalify each year but what time fram do I even have to reach VIB Status. ( Please be specific) lol ! Also when you do become VIB in Canada , do we also have in store holiday shopping events? 
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Brooke7-   Points are not the best indicator of spend since they roll over each year and we sometimes have promos for 2x-3x the points. To become a VIB you must s... see post
siahn
I can`t see merchandise at all.
hi. I can't open merchandise categories at all. it looked crashed and weird. many times I pressed makeup bannner didn't work at all. I don`t know how to solve this.    
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Siahn,   Pleas try clearing your cookies/cache and opening a new browser. It sounds like an issue with your internet settings, if you need assistance placin... see post
jennifermarilyn
Wrong color matching/poor customer service
I have been researching multiple foundations online and decided to go ahead with Makeup Forever Face and Body foundation in color #38 but when I went to order it was out of stock online. I decided to call the nearest sephora and asked them if they carried that foundation in store and if so did they carry the lightest shade. The lady informed me that they indeed carried it and that they had the lightest shades. I drove 35 miles to sephora and when I got there the lightest shade they carried was 20 ivory. When looking at it, I thought it looked too dark but the lady helping me assured me this was my perfect match. I took it home and when I applied it the next day, right away I could see that it was way too dark. Even my husband, who doesn't notice things like this, commented on how dark it was. I was really disappointed in not only the color, but the fact that the lady helping me clearly either didn't really care if it was truly the right color, or just didn't know how to color match. Now I have to make the long drive again to return it and you are still out of stock online. Do you know when it will be available?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jennifermarilyn,   I am sorry that the cast member selected the wrong shade of foundation for your skin tone. I just checked our inventory system and it does not ... see post
CuriousCannibal
Problem with SA/Points not added to my account
I go to the store in Sugarland, TX. I normally won't bother saying anything if I have a problem with an SA, but to have a problem with the same one, twice, is not okay. I don't remember his name, just that he had this cool tattoo on his arm.   Anyways, the first time- I went to sephora with my mom one night just to get a couple of extra things during the sale. When he scanned my 15% off card, he kept it behind the counter instead of giving it back. The man next to him said "oh she can keep that, she can keep using it." he still didn't give it back though.  After I was done with my transaction he still didn't give it back, and my mom had to ask him to, and he was STILL hesitant to give it to us. That peeved me, but I tried to look over it as a one time thing.   Well the second time- I went to the store again to buy several things, and I ended up with the same SA. He asked for my rouge card and the 15%, and I gave it to him. I saw the 15% applied, but I wasn't paying attention to whether he scanned my rouge card. After a couple of moment he handed back both. He didn't ask if I wanted to redeem points for anything, and I had to ask for what I wanted. After that I made a purchase at a sephora in JCP, which immediately showed up in my "purchases."   I was giving it a few days, but the stuff still isn't showing, and I didn't get any points. I know i'll have less since I redeemed a 500 point perk, but the fact that he didn't ring my card up after I gave it to him is really making me mad.   And that being said, how do I get my purchases/points added to my account?
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CuriousCannibal
BEAUTY WHIZ CuriousCannibal / BEAUTY WHIZ BEAUTY WHIZ / replied
thanks Randee! see post
sephoramusthave
how long does it take to get credit back into account
Hello mods. Yesterday I went to JCP Sephora. I bought one $20 shadow and was charged $56.83. I was charged for a palette that I did not buy ( I asked the cashier to scan it to tell me how much but that I did not want the item). I went to my car, saw the receipt, and went straight back. She gave me a new receipt and said that she credited my account for $35.18. I do not see a credit on my bank account, just the $56.83 charge. Are credits back supposed to come right away or does that take time?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sephoramusthave,    Credit card refunds can take anywhere from 3 to 7 business days to be reflected in your account. You should see your refund soon. Thank you fo... see post
LDHnh
Why Cancel my order with 'Unsuccessful Authorization'?
Dear Official, I am a customer who placed 8 orders on your website and 7 out of them got cancelled with the reason that 'my Visa Card billing address could not be verified'. Some of the order numbers are ' '2902727283' '2902476784' '2902668910' and so on.   This is really unacceptable and unprofessional for you to conduct this decision.   First of all, I've called my VISA card banking and showed them the billing address I provide them with and they said everything was fine and they had approved these eight transaction.   Secondly, you approve my first order with the same card so there is no reason to cancel the rest of the order, unless you give me a reasonable explanation.   Thirdly, I am currently a legal CT resident in the USA and I plan to buy these for my families, there is no right for you to cancel all these normal order for no reason, unless you admit that you have racial or other discrimination towards customer.   Besides, according to the website, you just mention all VISA card are acceptable and there is no line indicating that Visa Card from China will be rejected. It is really unimaginable that an international entrepreneur like Sephora would reject the Credit card from one of their biggest market. Moreover, when customer purchased things online they did not even know there is a risk that their account would be blocked and the funds would be hold for 1-7 days without any fair reason.   Finally, I just called the customer service via phone and your customer service attitude is unacceptably rude and arrogant. He does not explain things in details and acts in a brash and arrogant way. If you do not send a customer service manager explain to me why you have such an unappropriated decision and keep using your arrogant towards your costumers, I will seriously consider actions including, never ever using your website, report this to the consumers' associations, as well as leaving a negative review on your website.   I have left my call back number via email and I hope that you can give me a reasonable answer.   Best,  
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Letjen,   I had to edit your post and remove your order number as this is a public forum and we do not allow our clients to post their personal information or discu... see post
Kisaki
Points lower than what they should be and not VIB yet
Hi Sephora.   I usually order online using the Canadian version of the Sephora site. It seems like the points I get might be based on the American value of the item rather than the Canadian. I should have around 160-170 points in my account, but I only have 121 (I previously had 321 points, but I spent 200 on deluxe samples).    Also, I'm pretty sure I've spent over $350 CDN this calendar year, but I'm not VIB status yet. I was wondering if it's a similar problem that the website is looking at the American value of what I spent instead of the Canadian?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kisaki,    Considering our website is a US based site, Beauty Insider points automatically update in the conversion of US dollars. We understand how frustrating t... see post
jamiechoo
Error on purchase
Hi! I've ordered the items and I received a email saying my payment is cancelled due to security reasons. I tried using other card but it appear to have the same problem. I have used my debit card on Sephora.com before and it worked just fine. My card works fine with other purchases. Is it because I'm trying to order outside US? I love shopping on sephora.com. I hope you will be able to help me! Thank you!
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letjen
letjen / NEWCOMER / replied
Why cant Sephora answer these questions on the public forum so everyone can know what is going on? This is frustrating see post