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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!!   Order # 6143340783  
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!
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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When clicking on the general tab names "makeup, skincare" etc, or the subdivisions within them (palettes and value sets, face, eyes) to see general categories of products, my webpage does not load, and gives me the logo at the top of the page and the rest is white. This also happens when I search a product in the search bar, and this has been going on on all different computers i've tried, and all different wifi networks i've tried. I've been reduced to knowing what I want, and searching the name of the product with "sephora" after it in a google search, which finally displays the product page for me. Anyone else having this problem? I'd like to just simply browse the "what's new" section among others on the website. I've noticed that the site has changed... maybe that can be attributed to this issue i'm having?
 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?
I have an iphone 7 running ios 10.1.1. I have the sephora to go mobile app on my phone. Older versions of ios supported Passbook, my VIB card was added to passbook and it was easy to add coupons from emails (such as the 20% off sale one). Passbook has been replaced with Apple Wallet and my rewards card is no longer listed. The Sephora mobile app is on the list of apps that work with Apple Wallet and I should be able to add my rewards card as well as my sale coupon, but there is no option to. I have tried scanning the barcode from the coupon email, but it will not scan.
Hello, I would like to link my VIB card to an online account. How do I do this? Thanks!
I'm not exactly sure if I'm posting in the right place, as I'm new to these message boards. I've ordered From Sephora countless times without issue, but this most recent order has an item missing even though it is listed on the slip! It was to be a gift, and is also now sold out, is there any way to simply get a refund for this mistake?
Hi everyone,   I am from the Dominican Republic and in order to order on your page I have to use P.O Box so that I can get the item to my house. When I made the order I see that I was chased, if you can explain why I canceled it and if you can help me because my girlfriend needs what I had ordered.   Thank you
Hi,   I realized I have two separate BI accounts- in store and online. Would like to combine the two so my points would be only in one account.   Thank-you, Diane
Hi, I didn't change the delivery address for my last order and it's going to the wrong place, it is also being charged on the wrong card but this isnt too major if it cant be changed. Please help 
There's a few things I don't understand; you figure Sephora has offered online ordering for quite a while now... yet, almost every single time I've ordered, SOMETHING if not multiple things, have gone wrong. First off- why in the world is flash still advertised as two day shipping??!! Never once have I received an order within two business days, after processing. It's almost ALWAYS atleast 3-4. I get it, sometimes there's delays but there are far too many instances of customers paying for flash, only to have orders take longer than the regular free shipping! It wouldn't be so bad if the site would stop with the "estimated" delivery. I chose Saturday delivery, and was so excited when within an hour I received a shipment notification! I login and see that it's set to arrive Saturday, only the following day, it's set to Monday and it still most likely won't be delivered by then. Now, if this wasn't what seems like an every day occurrence, or the only thing wrong, I'd easily accept it and move on.. but then add all the website issues on top of it?! The ONLY reason I ordered previously was because of the 5 sample promotion, so I picked my samples, shopped around trying to finalize my decision, and then placed my order.. as soon as I confirmed I saw that my sample selections were no where to be found.... Now, you'd think that as a site that advertises at LEAST 3 samples with every order, that they would at minimum just throw 3-5(during promo) samples in with the order, but no.. order showed up a FEW(not 2 business) days later, with no samples to be found.    I get that this all seems so trivial, but there's a reason they advertise these things.. and that's to get people to buy. Don't advertise what you can't deliver- the website is already glitchy enough to drive sales away, probably best not to add upset customer reviews to the list as well.      Disclaimer: I really did not mean to sound that b*tchy and petty, it's just frustrating when you choose to spend your money somewhere for certain reasons, only to have a less than enjoyable experience.. :/
My beauty samples were listed in my final invoice but did not arrive in my package. What do I do about this?
I just signed up online for the beauty insider but I have a beauty insider card from previous purchases but it says that I have zero points. How do I transfer my points online?
I ordered Modern Renaissance eyeshadow palette online on 3/19, and chose 3 free samples when I checked out. However, I only got the eyeshadow palette today but no free sample What happened? 
Hi everyone,  I wanted to share what happened to me today. I received an email from Sephora saying my email had changed. Thought that was weird, as I didn't change my email. Looked at my account (still open on my ipad) and saw over 250$ worth of stufff ordered and charged to my account that I did not order. Freaked out, called Sephora. I was panicking (I had this vision of them ordering things willynilly as I scrambled!)  They canceled the order and changed my email, and I then changed my password. I also called my credit card company and had my card cancelled.    The weird things are that 1) I have the address of the person who was trying to order from me--they are based in Canada, in Toronto--just a weird thing to have! and 2) a few weeks ago, I got a message in my inbox about an ABH palette going on sale for half off. Like an idiot, I clicked the link--and nothing happened. I now think that this was how the hackers got into my account.    So--if you received those messages, and clicked on the link, I'd suggest checking your account and maybe changing passwords. I'm not 100 percent sure it was that, but it seems like it's a good possibility.    Just a heads up to everyone--check and verify your orders! Hopefully it doesn't happen to anyone else! 
Hi - i just looked into my account and noticed that i was deducted 500 points twice in December 2016.  I know I purchased something using 500 points but i did not purchase 2 items for 500 points.  Can someone explain or help me with this?   Thank you, Diana
When I asked the cashier yesterday if I could get a card she said that Sephora was going cardless. She also said that and I have to download the app to get points and that I could add my  points from the app but I don't see where I can do that. I also posted this question in another thread and no one replied.....
So bummed--I just found out that Sephora stopped carrying the Giorgio Armani Maestro Liquid Summer bronzer, which is my absolute holy grail, and as far as I can remember very highly reviewed.  I emailed customer service to make sure it wasn't a system fluke, and they confirmed that they aren't carrying it currently or for the foreseeable future. Nooooooooo!! . Does anyone know why? Is Armani discontinuing this product altogether or something?
  Discover why neutral lips are y our new everything. Enter for a chance to win the UnNude lip #Sweepstakes, and you could be the proud new owner of a Kat Von D lip vault and more prizes!   To enter, upload your UnNude lip look to The Beauty Board  (on the Sephora App or at ) between 12am PST Thursday, February 2, 2017 and 11:59pm PST Thursday, March 2, 2017. To be eligible, be sure to tag your photo with at least one lip product and include #Sweepstakes in the title. Luck favors the share-happy, so enter once every day to increase your chances. Winners will be selected randomly from all eligible entries.*   * No purchase or payment of any kind is necessary to enter or win this sweepstakes or to receive a prize. Odds of winning depend on number of entries received. Void where prohibited. Open to U.S. residents (including Puerto Rico) 18 or older and the age of majority. Must have a login and nickname to enter. One entry per person per day. Winners selected by random drawing to receive one of following prizes: 1 grand prize (APV $860; Kat Von D Lipstick Lip Vault and UnNude Lip Bundle, $500 Sephora gift card) and 5 runner prizes (APV $120; Kat Von D UnNude Lip Bundle). Sponsored by Sephora USA, Inc.      See official rules >
Could I know any reason of order statue -  Unsuccessful Authorization ?   thank you
I made an order last week and it came today, however although I received the deluxe sample kit that I used a code for, NONE of the three samples I chose came! They're on my order under my account, but the slip in the box didn't list anything except my core products and the deluxe set.    Is this a common theme, that people don't receive  any of the samples they choose? One of the reasons I like to order online instead of go to a physical store is to try out new products.
Hi, I'm really wondering why I got unsuccessful authorizations several times since I disputed charges on my credit card last year. In fact, I didn't realize that someone used my credit card via my account until last December 8.  I talked someone in customer services but they suggested that I should go to Sephora store to buy something. Even the customer service person told me to pay for everything I did not buy. You can check my order history. I never bought men's perfume or even women's. I thought I have been a valued customer for years and this is the first time something like this has happened to me. It is really absurd that you asked me to pay the money for things I did not receive. The total amount is one thousand dollars! This really makes me upset because it is not my fault and my credit card company already completed the investigation several months ago. I can not understand why this problem is still not be solved. I hope you will give me a reasonable answer. Thank you.
Hi,   I currently live in Australia, but I am trying to get some products delivered to my friend who lives in NYC so that she can forward them onto me since Sephora-USA does not do international shipping to Australia.    I have tried paying for these orders with my credit card and PayPal.   But every time time I make an order, I get an email from Sephora saying "For your own security and protection, we have cancelled your order because we were unable to confirm your payment information."   I find this incredibly frustrating since I am a VIB Rouge member and I am wanting to continue to purchase from Sephora to remain a VIB Rouge as I do greatly benefit from it.    Please help!   Kind Regards,   Natasha  
Hi PLAY! by SEPHORA subscribers,   Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!   Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.   Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.   Q: How does PLAY! by Sephora decide which products to send to subscribers each month? A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.   Q: What if I don’t like the products I received in my box? A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home. OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or   Q: What is the PLAY! PROFILE and how do I update my information? A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.   Q: What if one of the products in my box is broken, damaged or missing? A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at We’re here to help!  
Hi, this hasn't been an issue in the past but over the last 3 orders I've made, I've had samples and deluxe samples missing from orders. I completed an order today (already shipped) that should have included a deluxe sample (for the Marc Jacobs liner), but it wasn't included on the order for some reason when I received a confirmation that it had shipped. The last order that I received was missing a deluxe sample and the one before that included none of the samples I had selected. I'm not sure why this is becoming a consistent problem. It's very disappointing, since the samples are a great way to vet new products! Please help!
I made a purchase this past weekend (it's monday) and  my order was supposed to arrive today. I noticed that it's being shipped back to the sender, as there was an address issue (which I have updated and corrected to avoid this mistake in the future). I understand that my account will be credited? I paid with a $25 gift and then the rest on my visa. How long does that take? I really don't want to wait 30 days for a credit to come into my account before I can repurchase my items