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LOST/STOLEN SEPHORA PACKAGE
I placed an order on the 22nd of March and my tracking number said it was delivered yesterday March 27th at 3:07 PM but I can't find it anywhere. The tracking information says it was left on the front door. The mail was brought in the apartments but no one saw the package. I already contacted my rental office and they said they did not receive anything and they would have been there at the time the package was delivered. Please help I contacted UPS and they are running an investigation and I am very upset because I was looking forward to using my Sephora products that I purchased. I do not have the patience to wait any longer. What should I do?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gigi97,   I'm sorry to hear you haven't received your package! I'll look into this then send you a PM to assist you further.   Always, Danee see post
Reward points after purchase
Hi,   I made an in-store purchase and forgot to show the staff my rewards card. Is it possible to add points after purchase? I have the physical receipt.    Thanks!
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @djolivia,   I'll send you a private message shortly to further assist you with this. :) see post
Points after purchase
Hi i bought a cosmetics 3 days ago, but the staff didn't tell me if i join beauty insider. so today i joined it on the internet. Can i add points after purchase on the internet ? Of course i have a receipt
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi zenniaa,   I'm going to send you a PM so I can look into this for you now. Thanks! see post
My package is missing.
Hi,   I've been trying to chat with customer support, but all agents are busy. I made two orders while visiting home last week- one was delivered with flash shipping and I received it with no problem. The other order says it was delivered, but it never showed up. I was home the entire time. We've asked the neighbors; nobody saw it. I don't know what to do. I am flying back to school today, and shipping is exorbitant to where I live. Even if we find the package, I don't know how to get it to me.    The order number is    Thank you for any help. Ashley King
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @ashleyk1,   I am sorry that you were unable to locate your package. I will send you a private message shortly so that I can assist you with this. Thank you.   ... see post
Sephora Affiliate US Program
I am with linkshare and I see you have two affiliate programs available, however they are not for the US.    Do you have a US one and if so, how does one join?
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Adorkablii / NEWCOMER / replied
When I filled out the form on Sephora.com I was told I already had an account. I didn't know Sephora was with Linkshare.    I went into Linkshare and saw there was one... see post
Reward Concierge phone number not working
Hello, I am a Rouge client and recently redeemed points for an experience Reward.  I received the Reward in the mail, it consisted of a card with the directions to call the Reward Concierge to schedule my experience, and provided the phone number and the confirmation code.  I have called the number several times, it rings but then no one answers and the line is dead.  I then called the Rouge line for help, but they were not able to help me.  How can I schedule my Reward experience?  Thank you very much!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI @mberteig,    I'm sorry to hear this! I'll look into this for you and send you a PM soon. see post
I signed up for the Play box at the beginning of the month%2C but I haven%27t received my box. Is ther a reason%3F
I signed up for the Play box the end of February, beginning of March, but as of March 27, I have yet to receive my box. When should I expect it?
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MsLaurie94!   Sorry about any confusion! Let me take a look into this and I'll PM you shortly :)   Bisous,    Sian see post
Need help with Linkshare affiliate registration
Hello,   I signed up via the link found at this site, but that just gave me a LinkShare account, and when I looked for Sephora on there, I only see Australia and Brazil available. I am looking for the US .com site. Please let me know what to do.    Please help and thank you!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @gninsfran,   I'm sorry about that! I'll look into this and send you a PM soon. see post
ORDER STATUS: Unsuccessful Authorization
Hi there! I placed an order yesterday (paid via paypal), and checked today - order status is changed to unsuccessful authorization. However, my paypal account was charged anyway. Can you please help with this issue. Thanks!
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @nailag,   I'm sorry to hear this! I'll look into this and send you a PM soon. see post
Link VIB Rouge Card to my Sephora Account
Ive seen this question posted, however have not found a definitive answer.  Would someone be so kind as to letting me know if this is possible to achieve without calling the 1800 number ? 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @ProAshleyNicole,   I will send you a private message so that I can help you with this.    Best Wishes,   Janean   see post
Order Status : Unsuccessful Authorization
Hi! Yesterday, I placed an order and today I checked the status and it says: unsuccesful authorization, why?     
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KariSE,   I'm sending you a PM to assist you further!   Always, Danee see post
Flash 2 day shipping - late
I thought flash 2 day shipping was supposed to take 2 days... I placed my order on March 23, but the tracking info says my order won't arrive until March 28. Since I placed my order late on March 23, it should be arriving on March 26... and as of today (March 25), it looks like my package hasn't even moved in nearly 24 hours. What's up with that?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi searena,   I'll be happy to look into this for you! I'll send you a PM shortly with more information.   Always, Danee see post
My March 2017 Sephora Play Box is missing%3F
Hello!   My March 2017 Sephora Play box said it was delivered on March 15 but it is nowhere to be found... i just wanted to know if there are any possible solutions for this? I'm sure it has gone missing because it's been 10 days since it has been supposedly delivered...   Thank you so much!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Startina, Oh no! I'll look into this for you and send you a message with more information. see post
Rewards Bazaar Marc Jacobs Framed Face Chart
I received my Marc Jacobs face chart today and I am completely disappointed in the misrepresentation of this reward.  What was originally anticipated to actually be personalized and framed turned out to be a print with no actual makeup used (like a normal face chart would be), cased in a plastic sleeve and sent in a yellow envelope!  The fact that we were refunded a pity of 1,000 points for the initial misrepresentation does not make up for what was received in the end!  My "personalized" note said exactly the same thing as posted by another person who redeemed this reward, but my name was not even spelled correctly.  My original complaint to customer service went unanswered and I would really like a response this time as to how Sephora plans to make it up to the loyal customers who used so many points to get this reward.  My 1,000 points would have been much better spent on the engraved lipsticks or many other rewards that caught my eye, but I was expecting this to be something unique and personalized that was of more value!  
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Productwhore35, I'm sorry to hear that! I will send you a message with more information.  see post
Lost package 😫
I never recieved my sephora package.!😭😭
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Michelle717,   I'm so sorry to hear that! I'm going to send you a PM now so I can look into this for you. Thanks! see post
My order is not sent and money is written off from the account.
Good afternoon! My order is not sent, but money is written off from the account. Please solve the problem. Refund or send an order.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mariyam1689,   I will check on this for you and send you a PM soon with more information! see post
Online Sephora not working!
Sephora website is buggy! Unable to view orders or checkout, I am using chrome browser. This problem seems to persist almost 10 days now. I placed a phone order as I could not checkout past week but even that is not delivered. Is anyone else have this trouble with online SEPHORA? It repeatedly asks me to enter username/pwd but does not take me to product purchase history nor allows me to place new orders. Can someone say when the website will become decent to place orders and view existing orders/order history?
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M0rales1 / NEWCOMER / replied
Unable to purchase in app or site. With or without gift cards, debit cards or PayPal! So frustrating!! see post
Didn't get points for purchase
I bought an item in a store, and i didn't have the Beauty Insider card with me but my number was taken as an alternative. I realized later that i had not received the points for the purchase. Is there a way i can get the points now?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi WhitneyP91,   I'm sorry to hear that! I'll send you a private message to help.   Always, Danee see post
Unsuccessful Authorization
Hello, I recently placed an order and when I went back to the page to check the progress I discovered that my order was cancelled and the reason stated was "Unsuccessful Authorization". I don't know what this means and I am unsure of what to do now as I know my payment method was valid. Help ?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Carolineshea45,   Sorry to hear that! I'll look into this for you and send you a PM shortly. see post
Drunk Elephant Umbra Sheer Physical Defense not available to the US anymore?
Hi all,   I finally, FINALLY found a sunscreen that doesn't completely break me out, and now it's shown as not available to the US. I really don't understand what happened, it was available not that long ago, and to top it off, there's a set that contains a smaller version of this product that is available.   Anyone knows what's up with that? I'd hate to start looking for a new product...     Thanks!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi firefly02,   Sorry about that! I took a look, and this product seems to be discontinued. Some stores should still have it in stock, so I'd recommend giving your l... see post
Where's my price match refund???
Sephora you owe me $10.50, it's been 5 days, my banking institution never takes 5 days, when will I get my refund????
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katerinapegasus / FRESH FACE / replied
Ok, I'm waiting, look at the notes from my last order, $10.50, please let me know what's going on see post
Unsuccessful Authorization
Hello~ I placed an order which turned out to be canceled shortly after with the following text  STATUS: Unsuccessful Authorization (but without notification). I had gotten a confirmation, but since I didn't get a payment confirmation I thought it might have been because of that.  So I tried again with an order and got my order confirmation ánd payment confirmation. Yet when I returned to the website later I had gotten the same status update! What do I do?   Cheers~  
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mimimelody!   Sorry to hear that, let me take a look for you! I'll PM you once I have more information :)   Bisous,    Sian see post
Its been almost 2 weeks & I still have not received my package??
The day i odered my package was 03/16/17 and it said it would be here on 03/17/17, and I can't even track my order because there are no updates available on where my package is. It keeps saying the delivery date is whatever current date, yet keeps pushing it back. Is my package lost or what? I emailed customer service a couple days ago and they said it was at the post office but yet I check and nothing was there. Someone please help i spent about 60$ and i don't want to waste 60$ plus GST 
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serenacarothers / FRESH FACE / replied
thank you!   see post
Sephora, how do I add my VIB Card to my Apple Wallet?
I do not see an option to do it from the Sephora app or by viewing my card on the mobile site. Both options were offered as solutions in 2016, but as of right now they do not work. Ideas?
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi racova!   At this time, we do not have the option to add your Beauty Insider card to the Apple Wallet. Stay tuned for updates!   Bisous,    Sian see post
Tracking saying package is in transit to the wrong province! Please help!
I placed an order on Saturday March 18th and when checking the tracking system it says it is in transit to Winnipeg. I live in Ontario 3 hours away from the shipping warehouse in Mississauga. I normally have all my orders delivered in one or two days so I found it strange it has been going on 4 days so that is when I checked the tracking system. Is there a way for someone to track it down and either make a claim to Canada post or for me either to recieve a new shipment? Earlier this month I had my package delivered to someone else's community mailbox. I don't know what the issue is but it is but it is frustrating disappointing having to deal with more than one shipping issue in a short amount of time   Please help!!    
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Eliza91215nrmn!   Let me take a look into this for you :) I'll PM you shortly!   Bisous,    Sian see post
Ordered birthday gift, but didn't receive in package
Hello. I purchased a few items March 6th and added the birthday gift to the order. When I got my package, it was not inside but I didn't notice until now. I went to make a purchase and realized I already redeemed it, but did not get it. how can I resolve this? I am a VIB Rouge and spend a lot at Sephora annually and was looking forward to this perk for months. Please advise!
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi pinksunshinexo!   I'm sorry to hear your birthday gift was missing. It looks like you were able to call in and the issue was resolved :)   Should you have any... see post
Lost/Missing package ?
I placed an order on the 17th and My tracking info says it was delivered today 3/22/17 at 4:37 PM but we can't find it anywhere. The tracking info says it was left on the porch. The mail was brought in the house but no one saw the package either. My Order total was about $68 before tax.
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SianBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rilakkumagi!   So sorry to hear your order might be missing. Let me take a look and I'll PM you shortly!   Bisous,    Sian see post
I opened my Sephora play box to,discover my Josie Maran sample was all dried up and un usable. Do you replace bad samples?
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Melash,   I'll send you a private message shortly, to further assist you :) see post
I forgot the email that i used for my beauty insider card
 I have a beauty insider card but I have forgotten the email that I used to set it up. How can I figure out which email it was and link the card to the online account?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @AmandaShib,   I will send you a private message so that I can help you with this.    Best Wishes,   Janean   see post