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Beauty Insider PointsI
Hello,   I made two separate purchases in my local Sephora store today and neither purchase is showing up on my purchase history or in my Beauty Insider points. Is there any way this can be fixed?   Thank you.   Grace
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Potential Canada Post Strike
There is a likely Canada Post lockout/strike to occur starting July 2, 2016. Does Sephora have a contingency plan in place to deal with this strike? How will orders be shipped?   Thanks!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @rebeccadarcy,   Starting Monday, Sephora will ship orders to Canada via UPS temporarily. Please keep in mind that UPS is unable to ship to PO Boxes and some rur... see post
I recently bought a product now it's on sale is there any way to get in-store credit?
I bought a product, now it's on sale is there any way to get the price difference? Do I need my receipt or is there a way to prove that I bought it from my beauty insider point system?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LeciaaLove,   I will send you a private message in regards to this. Please check your messages, when you get the chance. Thank you!    Best Wishes,   Jane... see post
Wrong birthday on my account?
It seems that when i registered i put the wrong persons birthday on my account. Can someone help me fix it to July 8 ? It would be greatly appreciated. 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi @hstyles1224,    I have updated your birthday on your account. Thank you!    Best Wishes,   Janean see post
I purchased some products from sephora and gave my VIB card to the cashier but she forgot to scan it! Is there a way i can get my points??
JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @TarndeepC,   I will send you a private message, so that I can help you with this. Thank you!    Best Wishes,   Janean see post
Beauty insider
hi! i forgot to use my beauty insider card today, is it posible to still earn my points? 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Louch,   I'm happy to help, and will send you a PM shortly. see post
Unsuccessful Authorization Order
hi i just ordered many items and it says that the order is unsuccessful authorization.... the money had gone out my bank straight away which i find very odd, i'd like to know why my order was not successful as the payment has gone out in full.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Moe94,   I'm happy to check on this for you. I will PM you in just a moment. see post
unsuccessful authorization
Hello I order a jaclyn champagne palette collection more than a week ago and I have not heard anything from it I looked up on my order list in your Sephora website and the status says unsuccessful authorisation. I have checked my details and my bank account details are Correct and my money has also been taken out from my bank account. I also emailed the customer services and I havent got any reply from them. I hope someone can help me
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tarlet,   I will check on this for you and send you a PM shortly with more info. see post
How can I recover points?
I bought something in store but forgot to give my beauty insider card. How can I get my points added to my account? I have my reciept.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JessicaV7,   I'm happy to help with this! I'll send you a PM shortly for more information. see post
What is the cut off date for returns with receipt?
I know this is going to sound just terrible, but I was wondering if a receipt dated 8/6/2014 was just way too long to return an item. I was moving that year, and lost a couple of boxes. A few were found recently and I found 3 lipsticks, that haven't been used at all, and their receipts. The back of the receipts doesn't have a policy on it, except you would be refunded with original payment. These were originally going to be gifts that year, but obviously that didn't work out. Please don't judge me too harshly, but please let me know if you think I should just cut my lose and move on, or give it a try. The girls at my store aren't very nice, and they would probably give me the death stare for even trying. They total about $70 all together. I don't mean to sound like a terrible person.  
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cindynindy,   Sorry about that! Regrettably, we are unable to accept returns past 90 days from the date of purchase. see post
Points missing
Good day! I went to my local Sephora store last weekend and the cashier took my email as usual, but seems like it didn't work because I just checked my account and my points aren't showing. I still have my receipt and the real total is shown on it. Is there a way to update my account online? Thanks!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hippiemary,    I would be happy to look into this for you! I am going to send you a private message regarding this. Please check your inbox when you have a moment... see post
Wrong Samples
Hi i recently placed an order and chose my samples, this is the first time ive ordered from the site and luck would have it i received the wrong samples entirely. I have been looking for a new perfume and was hoping to try the Dior J'adore, Dior SAUVAGE, and the DEREK LAM 10 CROSBY Rain Day. unfortunately all i received was a bronzing cream which i don't need because of my skin tone, a lotion, and a facial mask.. It would have been nice to receive the correct order. I just don't want to have to drive the half hour it takes me to get to the store at the mall.   Anything you can do to help me? or am i stuck with samples i will not use?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nanerpants,   Sorry to hear about this! Currently our warehouses do reserve the right to make sample substitutions, but I know it's an inconvenience when your sam... see post
Play box
I received my invitation for the play box and every time I try to subscribe it says I'm not a beauty insider. Trying to re-sign up as an insider gives me a bi error. I don't want to miss my chance  
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry! We don't have any info on that yet. Please stay tuned for updates. see post
Did not receive Beauty Insider points
I made a purchase, in store, 5 days ago. I gave my email address at check out, but the points have not shown up on my account. I do still have the receipt. How do I make sure that they get added?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi traelynn,   I am very sorry about that! I will send you a private message, so that I can help you with this. Please check your messages, when you have the chance.... see post
Forgot my beauty insider card at home.
I forgot my beauty insider card when I went to the store. Can I still add the points in to my account with my receipt? 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kathy623,   I would be happy to add those points to your account for you. I'm going to send you a PM now!    Also, just FYI, if you ever forget your Beauty In... see post
Beauty insider points
I recently made a purchase and still have not received my points. This is the second time this is happening and I need help with this. Thank you!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi simtak,   I can take a look into this for you and add the points for you now. I'll send you a PM! see post
Didnt Receive Points :(
Recently went to Sephora and didnt get my points. I still have my receipt,  is there anyway to retrieve them? Thank you!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi karissalaya,   That's no problem, I can add them for you! I'll send you a PM soon. see post
gureWhy do I not get emails with promo codes?
I know I am one of many, but an a mod help me figure out why I am not getting emails with promo codes? I'm really frustrated because I see the codes posted on this board, but I have to search and I often miss out.   Thank you!   Erica
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BEAUTY BRAINIAC kvc004 / BEAUTY BRAINIAC BEAUTY BRAINIAC / replied
I don't get them either! I use to get them all the time, I'm guessing to make me spend more money...and it worked, lol! It would still work if I got any sort of promo em... see post
What about Canada?
Will the sun safety kit be available to Canadians?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry Gingershvite! We aren't able to ship the Sun Safety kit to Canada :( see post
Received my order today and an item is missing?
I placed an order earlier this week, and one of the items was missing from my box? The order was for the CLINIQUE Pep-Start sampler set, but it appears that mine is missing the eye cream? What do I need to do to get this fixed?      
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi simplycaren,    Sorry to see this! I am going to send you a private message regarding this. Please check your inbox momentarily. Thank you.   Best, Mali  see post
I have made an in-store purchase and my points were not added to my Beauty Insider.
I recently went to my nearby sephora store and bought 3 items and i gave the woman at the counter my beauty insider card but my points were not added when I viewed it on my app. What can I do to fix that?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cecilzzz, I will be happy to look into this for you. I will send you a message for more info :) see post
Missing package, what do I do?
I placed an order on June the 19th and have been tracking my package as I am so eager to get the new palette. Usually when I order from Sephora my packages go to my mailbox, which tracking said that it did on June 21st. However, it later updated and said it was delivered to my door later that same day. The problem is-- I am missing my package!! I have been waiting hoping it would turn up in my mailbox, but it has not. Help please? 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi PreyaBudhram,   Sorry for any inconvenience caused! I can look into this further for you so I am going to send you a private message regarding this. Please check ... see post
Have not recieved any emails from Sephora.
I have not received emails both news and order confirmations from Sephora since September 2015. I have tried to contact Customer Services several timevia emails and I followed every suggestion I've got (Checked spam folder, Put all sephora's email address into my safe senders list, Waiting for emails after you refreshed my email address/supscription) Could you please fix this problem for me? if it's a problem with my account that can't be fixed, Is it possible to transfer my points and VIB status to another account or my new account? Thank you,
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sukonthip,   Sorry to hear this! I am going to send you a private message regarding this. Please check your inbox when you have a moment. Thank you!   Best, ... see post
BI Account Creation Fail
Hi, I keep getting an error message when I try to register for Beauty Insider. "Create BI Account failed."
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Samaura,   Sorry to hear about the trouble you are having with this. I am going to send you a private message regarding this. Please check your inbox momentarily.... see post
Items came broken!
I bought some bumble and bumble shampoo and conditioner as few weeks ago and when it came this week they were completely broken! The shampoo and conditioner got all over eeeeverything!!! And it was especially frustrating because I claimed a 500 point perk and other perks and it got all over them too. Has this happened to anyone? Who can I contact? I don't even live near a sephora!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi linz10,   Sorry to hear this! I am going to send you a private message regarding this. Please check your inbox momentarily. Thank you!   Best, Mali see post
Wrong Email
I have the wrong email connected to my Sephora account so I haven't been able to receive any of the VIB offers. (My email is hotmail.com instead of .ca) Is there anyway to fix that so I get the emails?
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ellebellez,    I can help you with this! I am going to send you a private message regarding this. Please check your inbox when you have a moment. Thank you.   ... see post
Registration
Today at your Vaughn Mills location I purchased products valued $149.16 however when the cashier tried to register me she was unable to as the system was not working. She asked that I register online however because of this I will lose any points accumulated from this purchase. She gave me a card. Can you please rectify so that my points can be reflected on my account.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Clenda,   I'm happy to help with this! I'll send you a PM shortly for more info. see post
Didn't Receive My Free Samples
I feel disappointed, the 6/20 I went to a sephora store to buy some products, when I was at home I notice there was a charge free for a mini makeover that they really didn't make. It's not the first time I notice something charge at free that I don't receive... has someone gone through the same thing?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Uriosteguil624,   Sorry to hear that! I'd recommend contacting the store directly so they can provide more information on this. Also, please feel free to ask for ... see post
I'm purchasing a Sephora collection custom pallete... at what point do I choose the colors? because it doesn't seem to be letting me...
   
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi grlborn2shop,   Sorry for the confusion! Here are the steps to get the discount:   - STEP 1: Add the 3-Shade Palette or 6-Shade Palette to your cart. - S... see post