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Can I still redeem points for my purchase?
I bought the too faced Born this way foundation not too long ago and the sephora cashier didn't ask for my sephora card.  Can I still redeem points for my purchase?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi HGHunter,   Yes you can still earn the points! I'll send you a private message to assist with this. see post
Points unable to be added
I just made a purchase and my beauty insider card wasn't scanning off the app and they were unable to look my account up. I still want the points added to my account, is there anyway I can add the points with my receipt? 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gabybabyyy,   I can assist you with this! I am going to send you a private message to get a little more information from you.  see post
Promo code not accepted when amount to pay shown in £
I have Marc Jacobs Coconut Primer in my basket and try to use promo code for a sample product. It Is not being accepted as the price is shown in £ and it says i didn't spent qualifying amount in $ which in fact I am about to spend. What am i doing wrong?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Currently, only residents  of the United States or Canada are eligible for the Beauty Insider program, including the birthday gift. Again, I apologize for any inconvenie... see post
Missed VIB Rouge Birthday Gift
I missed getting my birthday gift this year and was wondering if there is anyway to get it now.  Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Caitlynxann,   I can send you a private message to help you out with this! see post
Did not receive samples :(
Hi..thanks for sending out the order quickly..but I did not receive my samples..none of them. can you please look into this?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi neehaw,   I'm sorry that you did not receive your samples! I will send you a private message to help you out with this. see post
Cards for UK shipping ?
hello I have a question regarding shipping to the UK. Does my card have to be from the same country? For example like should I use a UK card to ship to there?    Thank you 
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AyeshaALf / NEWCOMER / replied
So if my card is based in Qatar it won't go through?  see post
Is anyone out there... Also missing out?
So this is my situation, I had been waiting for the re release of Kat Von D's everlasting lip colour in Lolita. As soon as I got the email from Sephora saying it had been restocked, I clicked on the link only to find it had sold out already.  So I waited patiently for the new shades to come out thinking, I'll buy a few at once. As soon as it came out, the shades I wanted (typically) had sold out. So I signed up to get notified as you do. And not long after they were restocked again, but low and behold SOLD OUT. So I live in the UK and I'm thinking is it the time difference? Am I recieving the emails too late in the day? It's quite frustrating because what I'm seeing is people buying huge batches of the most popular colours and then reselling them for extortionate prices.  Does anyone have any tips for me? And better yet, does anyone know when the next restocking will be? Maybe there should be a limit at to how many people can buy at once? 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mand616,   So sorry you're having trouble ordering Lolita! It's such a popular shade and it does sell out very fast. Stay tuned, it looks like it should be back i... see post
Cancelled Order!
I do not understand why! I have placed 3 orders after each other and each time they email me about 30 minutes after telling me they've cancelled my order for my safety! I don't understand why i have ordered from Sephora before using the same card details and billing/shipping adress and it still doesnt work! can somebody please help me! I really want to make an order and I can't!
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chayperkins / NEWCOMER / replied
thank you danee! look forward to your response!  see post
Canadian Promo Codes
I wasn't sure whether to post this question here or in the "Canada Site Update Thread" but I was wondering when we could expect to see either the re-emergence of previous promo codes (now US only) or the synchronization moving forward between the two sites of promo codes? I've gone through the thread we have on BT but the majority of them no longer work for us. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi njattana,   I imagine that the majority of historical promo codes will not be available on Canadian site as the Canadian warehouse would have to receive shipments... see post
Can I transfer money from one eGift Card to another?
I have received many Sephora eGift Cards through time and I am wondering if I am able to transfer them all onto one?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi edgeofericca,   If you have e-gift cards you can only apply two to an order - but you are welcome to call us at  1-877-SEPHORA (1-877-737-4672) for assistance wit... see post
Return shipping charges for items in orders over $50
Hi, I was wondering, if I return 1 item from the original order which was over $50 (free shipping; multiple items), will I be charged any shipping fees? I know the handling and return shipping is free (if you use a label), but can someone elaborate on returning items which originally had a free shipping..
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi liane0507,   You can use the prepaid shipping label to return part or all of your order to us - and returning part of an order that was over $50 will not incur an... see post
Order wrongly returned, and now promo code is unavailable
I placed an order a few days ago and according to the tracking information, after it was shipped out, it was returned to sender. There was no reason provided as to why this happened.   I considered redoing my order online, but when entering in the same VIB promo code, I got this message: "Sorry, the promotion is no longer valid since you have already redeemed with a previous order."   That doesn't seem right to me. I'm already a bit upset that the order was sent back in the first place, which I understand may be a problem with Canada Post and not Sephora, but I haven't actually redeemed the code since my order was cancelled.   I don't want to miss out on the promo code. What options are available?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi akromahime,   I'm very sorry to hear about this - I'll send you a private message regarding this order! see post
Is there anyway I can do an exchange without a receipt for something I bought in September 2014?
I bought an eyebrow pencil in September 2014, never used it and have misplaced the receipt. Is there anyway I can exchange this without the receipt? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Shaelynn,   Yes, if you do not want a printed receipt, there is also an option for an e-receipt!   Always, Danee see post
Returning policy question
I purchased a brush at a Sephora store in Las Vegas this year (I don't remember exactly when). I only used it twice, and I really, really, really hated it. I want to return it, but I obviously don't have the receipt. Can I still return it? And also, do I have to return it at the store I purchased it?y
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jenz1!   I'm so sorry to hear the brush you purchased isn't working out for you! You do not have to return it at the same store you purchased the item at - you c... see post
Didn't receive my VIB Rouge Welcome Kit
I just became a VIB Rouge member and I didn't receive my Welcome Kit. I was really looking forward to it, why didn't I receive it??
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @LexiMP,   I'm sorry you have not yet received your VIB Rouge Welcome Kit! You can redeem your Welcome Kit on your next store visit - no purchase is necessary. If... see post
Need to redeem points from receipt Please!
Hi, I bought something from Sephora but I wasn't asked if I was a beauty insider at the time so I completely forgot to show my card for the points. Is there anyway I can get my points? I asked in store but was told I had to do it online but not sure how. Also the product that I bought was supposed to be a double point item due to it being a skincare product for the month of January.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lizn3,   I can help you out with this! I'll send you a private message requesting more information. see post
Beauty Insider Points
I recently bought a First Aid Beauty lip balm and used my Beauty Insider card but did not receive my points for the product?   I still have the receipt, is there any way I can get the points?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Violeta08,   Yes you can still get the points - I'll send you a message to help you out with this! see post
My debit card was charged twice? why?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hannahpinn,   When you see a duplicate charge it's usually a hold from a failed order attempt - I'll take a look into this and send you a private message with mor... see post
Email/Account
I signed up for a beauty insider in stores and I would like to connect my card to a different email/account instead of the one I gave them. Is that possible?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MissaPry,   Sure! I'll send you a PM to help you out with this. see post
reset password
I was sent a link to reset my password but it had expired in 5 hours before I even opened up the email and now I can't access my account or reset my password. The only way I'm typing this message now is because I never signed off 
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SPECIAL GUEST Zilly2 / SPECIAL GUEST SPECIAL GUEST / replied
Thank you so much. You guys are really helpful at sephora!!! see post
Didn't receive my birthday gift with my order
I recently made an online order to the UK and all the products were great; however, I forgot that I had included the free birthday gift option in the order but never received it. I was wondering if this was some sort of error, or if it was an issue of them running out or something? I never got a message about it. Thanks
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nourakins,   I'm sorry that the gift was missing! I'll send you a private message to help out with this. see post
international shipping
please help me figure out how to get a product from sephora france shipped to me in the US
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TLeeBittikofer,   Because we have our own Sephora branch within the US, Sephora France does not offer shipping to the US. You may want to reach out to Sephora Fra... see post
How do I go about connecting my VIB card with my online account?
I had an older Beauty Insider card, but I was upgraded to VIB a couple months ago. Neither the original Beauty Insider card nor the VIB card are connected with my online account at the moment, and I wanted to fix this if I could.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I'll send you a message to help with this :) see post
How do I know which beauty insider card is linked to my account?
I just created this online account but I've had a beauty insider card for a while, how do I know they are linked properly?   Also yesterday I had made a purchase at a sephora and the cashier did not scan my card I think.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ladyseptimus,   I don't see a card associated with your email at the moment - I'll send you a private message so I can link them together.  see post
Do US Sephora stores accept exchanges without receipt?
I know Canadian stores have changed their policy, but do US Sephora stores still accept exchanges without a receipt?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hipporox,   US stores are able to accept exchanges or returns without a receipt, however it is up to their discretion to process this type of return and in my exp... see post
Adding Points p
I recently purchased two things at Sephora but the cashier couldn't find my account.....I don't know why not cause I gave her all my info. I was wondering how I can add this to my account now??
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shakilakz / FRESH FACE / replied
i also had this problem if you would please help me out that would be great! see post
Link beauty insider card
I would like to link a different beauty insider card that I have to my online account instead of the current one on my account. How do I do this?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Zilly2,   I'll send you a message to help you out with this! see post
I recently became a VIB member but my account is still calling me a Beauty Insider.
Hello,   I become a VIB member almost two months ago and it is still not showing it on my account. I feel like I have two separate accounts right now seeing as my online account says I am just a beauty insider. I know I have way more points then what it says I have on my account.    -Kenna Stacks
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kenna,   It sounds like either a purchase wasn't recorded or, like you suggested, there may be a second account. I'll send you a private message to assist you wit... see post
Tara was amazing!
I wanted to compliment Tara at the West Edmonton Mall location, I was shopping for quite a few things that day (new naked smoky palette, skin care. brushes etc) and by the time I got to the perfume section at the back of the store I had just about had it with a few other of the sales people that either weren't listening to what I wanted or didn't understand. I asked one sales person for a matte bronzer in a lighter shade as I am very pale and she brought me to the self tanners to give you an example of the service I was getting. Anyway, I got to the back of the store, and I had a few scents in mind, Tara asked me politely if I needed help, I asked her for 3 different scents and she immediately took me to each one, she knew exactly where they were. I sniffed and hmmm'd and haaa'd for a decent amount of time and she asked if she could suggest one or two that I may like. I said yes and she hit it out of the park. I ended up buying 2 scents, and without me asking she took the other 3 scents I was interested in and made me small samples so I could see if I liked them on me after a few hours. She was very knowledgeable, quick, not pushy and seemed to genuinely want to give me what I was looking for. She even took a few moments to help my husband with some colognes and he ended up grabbing one as well that he most likely would have never picked up before. Thank you Tara, You made my experience that day so much better....oh, and if you get to read this; although I did not hit my Rouge status that day, I did it hit it 2 days later, so my husband was right and won the bet  
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi upandover,   Thank you for sharing this with us! I'm very glad to hear Tara was able to assist you - it sounds like she really knows her stuff! I will forward thi... see post
Points for Previous Purchases
Hi!   I just signed up for Beauty Insider today and I was just wondering if I could get the points for my previous purchases added to this account. If anyone could help me out, that would be great.   Thanks in advance, Shirley
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Shirley!   Sure! I'll send you a private message regarding your points. see post