Customer Support
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Affiliate Registration
Hi.  I have successfully registered with Rakuten LinkShare.  However, I cannot find SEPHORA for USA.  Please help.  Thank you.
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is there anything that can be done for missing samples?
Hi I was just wondering if theres anything that can be done for missing samples? I totally understand if nothing can be done as they are a privilege to receive but its my fav reason to shop online!
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bhavbrar / NEWCOMER / replied
thanks Mali! see post
AT WHAT POINT IS SEPHORA GOING TO ACTUALLY ADDRESS THE FACT THAT SHOPPERS CAN NO LONGER SEE PRODUCT REVIEWS?
CLEARING COOKIES, CACHE, AND USING A DIFFERENT BROWSER ARE NOT WORKING, NOR ARE THEY THE SOLUTION TO THIS MAJOR PROBLEM.   There are multiple conversations on this issue and there has yet to be any sort of update on how the company's tech/web team is addressing it. Sephora employees continue to give the generic "we recently updated our site, please clear you cookies, etc." That is clearly not fixing the issue for the millions of costumers using Apple mobile devices, tablets, and Safari browsers. Suggesting that we use different devices/browsers is unacceptable. The site and all of its functionally should be working and accessible on all devices. This all seems very suspicious. And as someone who spends thousands of dollars every year at Sephora, I will not be buying any products goink forward unless it's something I've already used and can attest to. Without seeing reviews, I have no way of knowing if Sephora's product claims are true. 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Em23304,    Sorry for the frustration! We have reported the issue and we are working on it.   Best, Mali see post
Help with linking an in-store purchase to online account
Hello   Can someone help me with linking a purchase in store to reflect it online (ie not showing up in purchases/beauty bag)?   Thanks! 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @yiibee,    I would be happy to help you with this! :) I'll send you a private message. Thank you.   Best, Mali  see post
Change birth date
Hi, is there a way to change my birth date from June 23 to May 23? I don't see a way to edit that in my profile. 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Missy101709, I have updated that for you :) see post
Status: Unsuccessful Authorization
My order says unsuccessful authorization, it has been cancelled but when I checked the account balance of my MasterCard, I found that Sephora took my $118.83. What is going on? Can I get my money back? Plz help me
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry for the confusion! I will send you a message with more information.  see post
Linking VIB account
Hi I need to link my VIB account to my online account.   Not sure wht information you need to do so.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ehi0408, I will send you a message to help with this. :) see post
My package said DELIVERED AT MAILBOX, BUT THERE WAS NOTHING THERE
This has been my worst experience with SEPHORA ! I placed an order and was missing an item. they sent me the item i was missing. i tracked it and said it was delivered in my mail box,but there was nothing there.. i already asked my neighbors and no one seen the mail man leave a package. Ive called sephora and they just give me the run around and cant seem to want to help me. I also emailed them and they sent me a message saying the tracking shows it was delivered and they hope im enjoying my product, how can i enjoy my product if i havent recieved it..HELP !! HAS ANYONE HAD THIS ISSUE IM NOT SURE WHAT TO DO FROM THIS POINT
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SPECIAL GUEST Mrsgt213 / SPECIAL GUEST SPECIAL GUEST / replied
This has to be my worst expirience shopping online with sephora. I understand sephora reps are busy but its totally unfair that Ive already paid for something that i hav... see post
VIB Rouge order placed May 18. As of May 23, still "in process". I request help with this. Needed order for a trip, very disappointed.
Hello. I placed an order Thursday, May 18 with my Rouge account. The order would have shipped out Friday the 19th with the flash 2 day shipping.   With that in mind, my order should have been shipped and delivered by today, May 23, but status is still "in progress". I request assistance with this, as I am very disappointed with Sephora and its Rouge program. I've been understanding in the past with other issues and rarely have a problem, but is unacceptable that order hasn't even being shipped yet as of May 23. Thank you kindly for your assistance.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @RainbowFace,   I'll send you a PM shortly to further assist you with this. :) see post
Order with 2-day flash shipping takes over one week for delivery
I placed an order on May 15 at 9:30 a.m. PT and selected Flash 2-day shipping.  I did not receive any notifications that my order contained hazmat items that required ground shipping.  My order did not ship until Sunday, May 21 and is scheduled to arrive sometime today.  I never received any notifications about delays involving my products or general shipping issues.  The only information I received was through the VIB Rouge line, which involved me calling to ask why my package hadn't been shipped.  The support person was helpful in that he said there were issues at the warehouse, but could not provide me with an estimate of when my products were shipped.   Did anyone else experience similar delays? I feel like the majority of my orders with flash shipping arrive 1-2 days late, but I am bothered that I'm a VIB Rouge, spend thousands of dollars at Sephora, and I waited a week without any contact from the company regarding the delay.  I receive e-mails regarding backordered or delayed items from other companies all the time.  I just feel like this is another example of the declining customer service at Sephora.
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BEAUTY MAVEN rubythursday / BEAUTY MAVEN BEAUTY MAVEN / replied
Hi Nikko,   Thank you for your reply.  According to my order, none of the items were identified as hazmat.  Therefore, I am struggling to understand the extremely long... see post
I ordered an item and it hasn't shipped yet.
I ordered a couple of things on the weekend and it still has not shipped. I always get my items shipped the same day or the next day at the latest. Can I get an update?
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BEAUTY MAVEN rubythursday / BEAUTY MAVEN BEAUTY MAVEN / replied
I had the same issue, only I placed my order over a week ago. I am getting increasingly frustrated with Sephora's false promise of 2 day shipping. see post
Order Status: Unsuccessful Authorization
Hi, I'm encountering a "Unsuccessful Authorization" order status.   Please help as I had thought the order would have been processed by now.   Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Amethirteen, I will send you a message to help. see post
Got the wrong package!
So so so upset. I timed my order so I could receive it in time for a gift. I wouldn't have bought it online if I knew this would happen! So frustrated. This usually never happens. I'm a VIB so I was excited to use my free 2-day shipping. I get my box, and it's not even mine! They completely mispackaged it, and now I have a stranger's makeup.   Now I have to go through the hassle of  1. Returning the package 2. Apologizing for a belated gift 3. Waiting until my package comes   What's worse, is that the stranger's makeup was also a bday gift! I can tell because in their notes they have a bday note.   On that note, I'm also super unhappy that a stranger most likely received my full name and full address. :/ 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi  makeupppppppppp,   I'm so sorry to hear you received the incorrect package and for the inconvenience this has caused you! I'm sending you a PM now to assist yo... see post
Birthday Change
While I was setting up my account the connection got messed up and the wrong date was set as my birthday. Is it possible to change it to July 10, 1999?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi khamilton710,   I've updated your birthday to July 10th for you :)   Always, Danee see post
I got a defective product is it possible to get sent a new one?
I bought the ABH Nichole Guerriero palette and it seems to be leaking some kind of liquid. Is it possible to get a new one sent to me? I don't have a Sephora near me and I really wish to keep using this product because it's so beautiful but there is something clearly wrong with it. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi addisk47,   I'm sorry to hear about the palette you received! I'll take a look at your order then send you a PM to assist you further.   Always, Danee see post
vib rouge
hi I have vib rouge card and I just made online account the problem is I have no idea how to link my account and my card help me plz
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @pej09031,   I'll send you a pm to help you out with this :) see post
order cancellation
Hello, can i please cancel the order that I made.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi noorabdul,   I'll check the status of your order then send you a PM to assist you :)   Always, Danee see post
Kat Von D Alchemist Palette Out of Stock
Hi! I have been waiting to order the Kat Von D Alchemist Palette and as soon as I went to check out it was out of stock How long does it usually take to restock these items? I love shopping Sephora online and really don't want to drive a hour to pick it up in store ! 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @NicoleShort,   I'm so sorry to hear that! Regretfully, we don't have a specific time frame for re-stock on this item and I'm so sorry for the inconvenience this ... see post
Wrong Birthday date on profile:(
Hi there, I was noticing I wasn't getting my gift offered to me this past week.. but then I noticed I had the wrong date on. For some reason it's set to August 25th, my real birthday is May 22nd, 1993. (Tomorrow) Is there any way to make this change?    Thanks, Amber
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Amber,   I'll send you a private message shortly to further assist you. see post
Loves list missing all my loved items
It seems others are having this issue... When I go to my Loves list, everything is gone. But when I go to an item I had Loved, the red heart is still selected. If I add a new Love, it does not show up on my Loves page. I've tried multiple computers, iPads, the app on my phone, etc. and have the same problem everywhere. I've submitted this to help a few times but just keep getting generic responses :-(  So I don't know if Sephora realizes that there is an actual technical issue?
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SPECIAL GUEST forbobbin / SPECIAL GUEST SPECIAL GUEST / replied
Thanks... I do use Chrome, not IE.  And I'm getting this same issue on the app on my iPhone and iPad, so I don't see how it could be a browser issue. see post
Paid on Sephora app with Apple Pay, card charged, but no order confirmation?
I used Apple Pay to checkout and pay on the Sephora app but I didn't get an order confirmation email and my cart is still full of the same items. My wallet app shows that the transaction was made and that the card was charged. I noticed this happened to others but I am still worried and don't know how to proceed. Please help.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Elfen,   I'll send you a pm shortly to help you out. :) see post
Order status "In Progress" for 5 days
Hi!   I placed an order of $500+ worth of items 5 days ago, on Tuesday 5/15/17.  It is now Saturday 5/20/17 and my order has not been shipped, and the order status shows as "In Progress."    I've never experienced this before with any of my Sephora orders.  My credit card has been charged already.  Does anyone know what is going on?   Thank you in advance.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LoveMelle, We are currently experiencing a bit of a delay. I will look into this for you and send you a message with more information. see post
Unauthorized Transaction
Hi, I placed an order a few days ago. It was a large order so it was held for a long time and then canceled -saying "unauthorized transaction" even though it was authorized by me (the card holder). My beauty points now say I'm in the negative, but I never received my order so there are no points that could make it go negative.   I also went to Sephora recently when I was near a store, and I had returned 4 100point perks that I hadn't opened because I was shipped the wrong ones and they didn't have what I wanted in stock at the store- so the cashier told me she would return the points back to my account. No points were credited back.   Could someone please help me fix my points?   My other concerns with the large order that is saying it is unauthorized: I had used a discount code because Sephora sent one to me for being a loyal customer. Will this code be able to be used in my future purchase because this order was void or can someone give me a new code? I also paid with credit card and gift card-- a small amount of $12 (and some change) was deducted off my gift card. How do I get that $12 (and some change) back? My gift card says there is no credit on it.   Thank you for your time, waiting to hear back.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jaiine, I will look into this for you and will send you a message with more information. see post
VIB Card
Hi there! I have a VIB card but I have created like 3 accounts on the website trying to figure out which account it is linked to. I am trying to order things online but want the points to link to my card. How can I figure out what e-mail my card is linked to? Also, how can I combine all my accounts into 1?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NayNay6135, I will be happy to help you with this. I will send you a message for more information. see post
I've received my fresh skincare matchmaker set, but there is no mask in it
Hello! I have received my order of fresh skincare matchmaker set, there is a place for "choose your mask and place it here", but it's empty.   And I'm leaving US next week,so there is not time for me to get another shipment.   Would someone please help me with this order, and my I get the mask in a Sephora shop nearby or return the box?       Thank you!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CarysCarys, I see you have been assisted with this by phone. see post
My package said delivered, but i didn't receive it
It is said that the package is delivered yesterday in afternoon time, but I was in the building for the whole afternoon, and didn't receive anything, until now. Please help, I don't know what to do!!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Angelalois, I'm sorry to hear that! I see you have been assisted with this by chat. see post
Play Profile
I love my monthly subscription of beauty products.  In two of my play boxes, including May 2017, I have received lip plumper's.  I have updated my profile but I don't ever recall stating this is product I'm interested in.   I feel like its a waste to send when I don't use this kind of product.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Luvdancing42, I'm sorry to hear you were disappointed in the samples in your Play! box. I will forward this feedback to our Play! team.  see post
Code not working
Hi I am trying to add the LUXELIFE to my cart and it states you get get both the lipstick and perfume. It will only add the lipstick. Is there a another code to use?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bronyde, Sorry! We are out of the fragrance sample. You can view our other promotions here> http://www.sephora.com/promotions-weekly-specials see post
Credit for purchase
I purchased Sephora products through JcPenney online but I don't think that I got beauty insider credit.  How do I find out/correct that problem.  I have my order number/receipt, etc. Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DeeAnnPF18,   I'm sorry to hear you didn't receive points for your recent store purchase! I'm sending you a private message now to assist you with this.   Alw... see post
Order status
Hello, where is my order? Ordered it on the 15th and it's the 19th and I don't see a tracking#. Please help. Thank you.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cameragirl59,   I'll check the status of your order for you then send you a private message!   Always, Danee see post