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Customer Support
I'm over depressed. I'm brazilian, shopping with a Brazilian credit card and shipping to an US address and my order was cancelled. I don't know exactly what happened. I guess I must go to the bank to check my billing information or make my friend go to a Sephora store with my list to buy my stuff that we don't have here in Brazil. Or, wait till december when I go to NY.
Hi there,   So I'm VIB Rouge have been since November. I attended the spring fling event, and I do receive emails. I live in Ottawa, and I received an email letting me know the new Rideau centre store was opening. Looking back at the email - it said something about another perk of being VIB - a free make-up case with any purchase.     I just found out that there was a rouge event that day, that I didn't receive an email for. Why wouldn't I be on this email list, if I registered and attended a ROUGE event there just during the 15% sale? Of course I went that very day to Sephora (after that event ended), but had I had known I absolutely would have RSVP-ed and attended the rouge only event. I missed out on a 25 GC and a load of samples. I'm extremely disappointed that I missed out on this opportunity. 
I see people that write reviews are saying they received a "lab sample" of the products.. How do you get to receive these? I am a huge Sephora shopper and would love to be a guinea pig for new products! Thanks!
Hello,   Could somebody please tell me how can i do this? i've had the card for years and just realized they don't seem to be linked, as my purchases in a store don't appear in my order history online. Please help?!   Thanks, C
Yikes, I just placed $160 order. Realized my VIB was not credited. What can I do?     
I'm new to the world of Sephora, but have heard a lot of amazing things about the brand. To help jumpstart my first time experience with what my friends call "real make-up" I was given a $50 giftcard as a christmas gift. I just recently attempted to use the giftcard on my online purchase a couple days ago and I kept receiving an "invalid" error message. I checked and rechecked my card number and pin and all the information is correct. It's never been used so I'm a little upset that it's not working, and from what I've heard there is no need for activation and they don't expire. Really hoping to use this to get new fun make-up colors for spring/summer...Help!!
I requested to receive the gift satchel with my order as I didn't receive the satchel with a previous order (March) and again I didn't receive it? Can someone help me out with this?
I can see all my points, but i was only allowed to use 98 points! do my points expire??
Hello, I ordered and UD lipstick and part of the tip was mashed into the lid, also I'm not too fond of the color...will I be able to return it for full refund? Btw, I purchased online. 
Hi, I just received my order in the mail and I ordered the Bare Minerals Highshine Eyecolors Duo and am missing one of the shades.   There was only one in the box (a bronze shade) 2?skuId=1583269&country_switch=ca   Help!?   Thanks!  
Are there are VIB Rouge events in NY next week? Thank you
a purchase was made last week at a store, the points are not showing up online. Help.
Please, tell me what happened to Bite Beauty Deconstructed Rose lipstick (4 shades)? It was up on the website for maybe 2 days... Is it really gone now? Placed two shades in my cart yesterday (April Fool's, ironically), went to finalize my order today, and they're out of stock. Please, clarify the situation for me. Thanks!  
Hello!   My past purchases pages are loaded with duplicate entries of the samples that come along with my orders. This issues was actually resolved previously, but has come back.   The past purchases page is very useful when it is not full of the samples I ordered. I would love it if the issue could be resolved, again.  
  Any idea when the 2014 sun safety kit will be in stores?  Looking forward to getting this year's version.
I recently bought a $50 Ole Henrickson Power Peel with 6 3-step packets in it. After trying it for a few weeks (which was the directions, only 1 pack per week) I was completely unsatisfied.   I have never returned a product to Sephora before but was told by a friend that the remaining amount is thrown out anyway. So when i tried to return the "power peel" with the receipt and original packaging and 2 steps left, as it did nothing for me, I was upset to learn they would not take it back.   I know people try to scam the system and abuse the return policy but this is not the case. I am wondering if there is any step for me to take? I was just trying to follow the directions for the product to work......
Does Sephora know yet when they'll be getting the Tarte Amazonian Clay BB Tinted Moisturizer Broad Spectrum SPF 20 in Agent 16? I see Tarte finally has it in stock online, so I was hoping Sephora would be next...
I would like to order Bareminerals liner shadow powdered eyeliner in soft black but can only find it on other websites. Do you still carry this product
So I bought a Shu Uemura set over the holiday season that included the UV under base mousse. It dispenses in a mousse form and at first it was fine...I shook it up and it come out as a mousse but now its coming out as a liquid even if I shake it very well. Its very runny and I feel like if I put it on my face it will be a thick layer which I don't want. It is a full size product and I was wondering if its possible to exchange it for another one at Sephora or would I have to contact Shu Uemura directly. And I don't have the receipt for it anymore
How can I add points that are bought from my mothers card to mine?
Dear Customer Service, I made a return today (3 items) at the Yorkdale Sephora in Toronto.  Would like to give a shout out to Jade and her DM, Crystal. These ladies were super nice, even though one of my items was bought back in early January!  After I thanked them for a great experience, Crystal told me that, "we try to eliminate the anxiety associated with returns. You shouldn't be stuck with a product if it is not working for you. As long as it is only gently used, we can take it back. We appreciate that you like Sephora so much and we want you to keep coming back.". This is why I make the 1hr drive to the Yorkdale location. These ladies are worth their weight in gold. If any of the MODS are reading this, please help me to put in a good word for these 2 associates. I will return once my No-Buy resolution is over.
I placed an order on Monday and it finally arrived today. ONCE AGAIN, instead of shipping me the 500 Laura Mercier Point Perk, they sent me the Clean Skin one. If it's not in stock anymore, then state it on the website, otherwise, stop sending me the wrong thing. kuId=1468917&productId=P221140&om_mmc=oth-bt-richl ...   I am so irritated right now, I could scream. Mods, if I could have my 500 points back, once again, that would be great.
I logged into my account and see an order number but nothing in the order. I haven't ordered anything so I'm not sure why this is showing up. Anyone had this happen to them? Should I call Sephora and ask them what's the issue?    Thanks in advance!
Hi, I think I got the wrong tracking number. I cannot track my order through the UPS Website for some reason......?
Hi, I would like to merge the online account with a new beauty insider card I got. I broke my card and the new one I received does not link with my account. Thank you
So I got one of my orders today, and all the samples (including the one that needed a code) was missing. It clearly shows on my packing slip I was supposed to get them with this order. Anyone else have this happen?    I figure my best bet is to contact customer service, but I'll be bummed if I don't get the deluxe sample since its OOS now. 
It came out a couple months ago but I was just wondering if there are any plans for it in the future?
  Score a beautiful look that lasts for 24 hours, courtesy of Kat Von D! Enter for a chance to win a beauty bundle from the tattoo artist and beauty brand founder. On April 17, three lucky winners will each take home Kat Von D’s new Chrysalis and Monarch eye shadow palettes, her new Immortal Lash 24-Hour Mascara, and her bestselling Tattoo Eyeliner. All products included in this bundle are guaranteed to last up to 24 hours and are exclusive to Sephora. For a chance to win, follow @Sephora on Twitter and reply to the trivia question asked on April 16th at 1pm PDT with #SephoraGiveaway in your tweet. All correct replies received within 24 hours of the trivia question are eligible to win. The winners will be selected at random from the pool of correct replies. Watch your Twitter feed on April 16-17th for a chance to win.   See official rules below.    Good luck!    
My Local Sephora is usually fantastic, never had a complaint about them... until today.   I returned 5 products in-store today.. from 4 separate purchases I made during spring fling.  2 unused and unopened... and 3 products I really disliked.    So the teller calls over the manager because it is a larger return, which I totally understand.. The manager looks at me and says.. You want to return all of these, you used them all.. and are returning them?  Don't you know you can get samples so you don't waste so much product."  and gives me an eye roll and a condescending look.    So I tell her that 2 are unused and the other 3 products were all skin care and did not work for my skin..  I thought used products that didn't work were able to be returned.. Is this not the case?  Or does everyone, get a lecture when they return a product used?   Curious if you guys make returns of used products? I personally am really turned off getting samples from jars and such because people are constantly putting their dirty hands in to the product and them I am supposed to put that on my face.  Just a gross thought for me.    Am I wrong in returning used Skincare?