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Point not added to accoutn
I received gifts from Sephora for Christmas. My mother called to place the orders and was told that the beauty points could be added to my account if she wanted, she said yes. However, they have not been added to my account. My mother doesnt seem to have the receipt anymore either, so I am not sure what to do about this mix up. Again, during the purchasing of the products, my mother was told the points would be added to my account, and they were not. Is there anything that can be done?
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Exchange?
I had bought the ABH Contour Kit close to a year ago now I think, or whenever it came out, and it just doesnt work for me. I cant seem to find the receipt for it but I was wondering if I can do an exchange?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi newsmrsleblanc,   I'm sorry to hear that the contour kit didn't work out! Sephora.com does not accept returns after 90 days. If you purchased this item from a sto... see post
How to opt out of review emails?
How can I opt out of these without opting out of all emails? I am spammed with these all the time but would like to continue receiving promo emails.   Additionally, I've written 4-5 reviews... NONE of which were approved (which blows my mind as they have ranged from 1 star to 5 star) and I'd rather contribute my reviews to a website that isn't obsessed with censoring 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi totaldebmove,   I am sorry that so many of your reviews have been rejected. I will definitely look into this for you.   As far as I know, there is not a way t... see post
returning products
             If i do not like a product, can i exchange/return it, even though i don't have a receipt and the box is open? 
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lovesephora1888! Store returns are to the discretion of the store director but, generally, lightly used items without a receipt are fine.  Please contact your local s... see post
2X points for skincare purchases
When will I receive my double points for my skincare purchases? Thanks
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bethbigdog,   I'd be happy to help you out with this! I'm going to send you a private message so I can assist you with this!  see post
shipping location
 Hi, is it possible to order from sephora and then ship it to Myus or Worldship ?? i ordered few days ago and then it got cancelled because they said they are unable to ship to this location. so what is the best way to order here and then ship it internationally??
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi linatayeb,   We regret that we are unable to ship to a freight forwarding address as it is associated to multiple people. We apologize for the inconvenience!   ... see post
AmorePacific in Ottawa stores?
Hi, I recently placed an order, but I think I made a mistake on the foundation regarding my skin color. It is an AmorePacific foundation. I was wondering if the Sephora stores in Ottawa have the AmorePacific products on their stores so I can go by myself and choose the right foundation for me. Thank you! 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Imidb,   We recommend contacting your local Sephora in Ottawa directly to confirm if they carry this product as each store has different inventory and availabilit... see post
Bite Lipstick
Why is my order showing the bite lipstick in different colors like pepper and shiraz? I ordered dusty rose and soft plum?  Thank you
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dmscarlett,   Those are just the names for the different shades, but shiraz is the soft plum shade and pepper is the dusty rose color. As long as these are the sh... see post
Available in Nearest Store but not Online Question
There is a product I wanted to order from Sephora online but it is limited edition and sold out. I noticed that it is available in my nearest store...but that's over two hours away and I won't be able to go there any time soon. If I called my nearest store, would they ship it to me?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Doakie,   Stores are unable to ship out items that they have in their inventory, we apologize for the inconvenience. You can, however, call the store and request ... see post
I have two accounts, should be Rouge not VIB.
Hello, I was hoping this can get solved here. I already tried via e-mail and I was told it could take a minim of 2 weeks, but its gone over that time now and still haven't received a resolve.   I had less than $100 dollars left to spend to keep my Rouge status. But, when I came back to Canada, I lost my Rouge card somewhere in transit and had to get a new physical one in the store. BUT, I would have to connect the two accounts together, since they cannot use my current account to give me a new card. I spent $300 dollars and realized I didn't connect the two accounts together when I noticed my Rouge status was gone. I had completely forgot about that. So, I'm a Rouge that needed to connect her two accounts together to keep her status, forgot and is trying to get them connected to resolve the issue. Thank you in advance!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chizzi,   I will look into this for you and send you a private message regarding what I find. Please check your messages when you get a chance! see post
Money back guaranteed
i bought the glamglow and the lady said if you try it and dont like it you can bring it back and get your money back is this true
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi arianaansary, you can take back your product you purchased if you are unsatisfied within the return policy for a refund. see post
Gift Card Problem
I have a $50 Sephora Gift Card, and my total came up to $47.69. Why is it still asking for a credit/debit card?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Darknessxdes,   If your gift card is for greater than the amount of your order you should not need to apply a second form of payment. Is the merchandise total of ... see post
VIB Rouge Card
I have a sephora account under an email address but it does not pick up that i am a VIB Rouge card holder, instead the account only says I am a beauty inside without any points. How can I link the two together?
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Inget, I can assist you with linking the two accounts together. I'll send you a private message now! :)  see post
I need to link my beauty insider card with my online account? Need help.
Somehow over the course of 2 years I have ended up with a beauty insider card and an online account. I would like to link them together but can't find a way how too.  
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Maritzace, I would be happy to l link your accounts for you! I'll send you a private message now. :)  see post
ive been trying to check out with sephora gift card, still needs debit/credit info
i checked out used my 15 dollar gift card. said remaining balance after was 0. its still asking for debit/credit info why???
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi clstjean, this may be because the total of the purchase was over $15 and it will ask for a different form of payment for the remaining total. I will send you a privat... see post
Merging Accounts
I have two online accounts, is it possible to merge the two together? 
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rebellerrouge,   I'll send you a message so that I can merge your accounts together! see post
Return opened items
Im about to make an order, i want to buy some concealers and i would like to know if the color doesn't match my skin tone, can i return the item or exchange it, even if it is open ? Thank you
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi makeup1612,    If you end up not liking the  concealers you purchase, you can definitely return the lightly used items. Just be sure to hold onto the order invoic... see post
I didn't receive points from my purchase
I have just recently joined the Beauty Insider community (in store), where I made my purchases. However, I realized I have not been awarded any points. I still have my receipt, so is there a way I can get them? 
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sukai, I would be happy to add those points for you now! I'll send you a private message to get some more information from you! :)  see post
I was charged today for 500 points, I didnt make a purchase today
I went to a Sephora inside JCP yesterday.  I had 1094 points and I redeemed 500 points for a reward.  I looked on my account today and now I only have 94 points instead of 594.  Also at the top of the redeemed list it says another 500 points was redeemed today but I haven't redeemed any today.  Please help!
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sammiebaby, Oh no! I can definitely assist you with this! I'll send you a private message now to get some more information from you! :) see post
what's going on with Sephora online?
Perhaps the company is having problems? MANY items seem to be either entirely out of stock or MANY shades are out of stock.  I have never seen the online website so poorly stocked.  Very disappointing.  I do not live near sephora stores and have been a fairly regular online sephora customer, but if this continues I will have to find another online retailer.  I would have to see the quality of sephora's online store continue to decline.  
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi decobaby,   I am sorry that so many of the items you want to purchase are out of stock. If you would like to provide me with the specific names of the items you a... see post
Points not showing up?
I made several purchases from my local Sephora about two-three weeks ago and I still haven't received the points. I was told as long as it says "Beauty Insider Sale" on the receipt that my points would go through within 24-48 hours after the purchase but that doesn't seem to be the case.
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi revelrouge, I can add the points for you! I'll send you a message to get your info. :) -Laura   see post
VIB Rouge Account
Hi! I somehow have 2 Sephora accounts, one is my VIB Rouge but is linked to an email that is no longer in use. My other account is linked to the email i want to use. How can I disable the non VIB account and put the correct email on the VIB account? Thank you
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi amanda, I can help you! I'll send you a message to get your info. :) -Laura see post
shipping company changed?
Hi, I had a quick question.  Normally every single Sephora order I make online, it's shipped UPS and I can time the delivery practically down to the minute when they'll drop off the package.  However, the most recent order I made was shipped through OnTrac.  I was just wondering if the shipping company is being changed?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi waterbaby1981,   Sephora utilizes multiple different shipping companies. Some orders ship UPS while others can ship with OnTrac or USPS. This is dependent upon wh... see post
How can I combine points on two accounts?
I have two online accounts. Can I combine the points and move the VIB status from one to the other?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi yyang558,   I would be happy to help you with this! I'm going to go ahead and send you a private message so I can assist you with this! Thanks!  see post
I didn't get my Beauty Insider Points!
Hello, I bought something back in November and noticed that I did not get any points for it. I have my receipt. May I please have my points?   Thank you  
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Maryam, I can help you. I'll send you a message to get your info. :) -Laura   see post
Store Experience
I'm normally never one to complain or fuss and Sephora is probably one of my favourite places to shop ( I am a Rouge after all) but today I had such a terrible experience I feel as though it shouldn't go unnoticed. I went in to my local Sephora (Metrotown in Burnaby, BC, Canada) to do two returns and one exchange. The associate opened and twisted up each individual lipstick in both trios I was returning which was annoying but she's doing her job and I have nothing to hide. She then breaks one  with her acrylic nails and suggests that it came this way. I am now getting further annoyed but say nothing. She then asks to see the packing slips (this was an online order). I explain I don't have that but have the receipts, my Rouge card, and even photo ID if needed. She then demands to see the email confirmation from when I would have originally placed the order. Again, I have my receipt and Rouge points card.  FINALLY, she does the exchange first and gives me the $2 back in store credit - store credit for $2! Whatever. Then she processes the returns and tells me the return policy has changed and one is outside of the new 60 day window - as of yesterday. She then refuses to assist me further and says there is nothing that she can do. After me standing there for 45 minutes while she interrogated me, inspected my items like I'm some fraud, and wanted to double check the orders were even mine she has the nerve to tell me I'm a day late for one of my returns?! I said I didn't know the policy changed and she rolled her eyes at me and said there wasn't anything else she could do. I called VIB Rouge concierge almost in tears from being treated so terribly and the woman told me to go to another store 30 MINUTES AWAY and "try my luck there". In other words - NO help again.   It's honestly not even about the returns or the money, I would've taken store credit as I know I'm going to spend it there. It was just the way I was made to feel, the way I was treated and spoken to. She went through everything I had like I was lying about the items. I have frequented other stores from Vegas to LA, Robson street in Vancouver and I'm always warmly greeted and love the staff. My experience today has just left such a bitter taste and it's not somewhere I will want to continue shopping.
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Njattana, I am so sorry to hear that! I will send you a private message to further assist you with this!  see post
CHARGED 3X FOR ONE ORDER
I looked on my bank statements and it said I was charged three times for only one order. I had to resubmit my billing address inofrmation twice during my online order placement because I used the wrong one and did not realize until the third try. How can I get the two unnecessary charges to my credit card dropped?
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cooljewl500, I can help you with this! I'll send you a private message now! :)  see post
Missing Points & Purchases
Hi there! I purchased a few items in store last week and the sales cashier asked for my VIB card, scanned it, and returned it. When I look on at the 'purchases' tab on my account, the items do not show up, nor do the points for the purchase. I've thrown away my receipt, what can I do to add those items to my account?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emacinnes, I can add the points for you! I'll send you a message to help. :) -Laura   see post
I need to link my new beauty insider account to my card.
I made a new account and need to link my card to it.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi adamj95,   I can make sure your accounts are linked! I am going to send you a private message to assist you further with this.  see post