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Hariny
Why did I get 3Y11 on skin IQ?
I use bareMInerals original foundation in medium tan, I was initially matched to the wrong shade a fact that I didn't pick up on until I walked out of my house looking like that and people asked me what happened to my face. So I made sure this time it was right so I asked around a couple of sephoras and asked several different cast members to make sure I got matched to the right one, I was matched to medium tan thrice and its a perfect match even in bright sunlight. But medium tan is 1y09, while my match was 3y11. I wanted lighter coverage so I wanted something else the cast member when she realized that I use bareminerals, recommended their broad spectrum foundations as a more sheer alternative and matched me to golden tan which is also 1y09. At an Estee Lauder warehouse sale they matched me to Clinique perfectly real foundation in shade 34, which is also 1y09. So I am obviously 1y09, so why did I get match to 3y11? Plus 2 out of the 3 3y11 foundations I tried on were too light for me. What is up with that? 
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TikWatsha
Can I return the used the product without receipt?
First of all, I have a very sensitive skin, I barely find the product that I can use and I bought a dior skin care, Pro youth sorbet creme, 2 months ago. The first time I tried it was fine, my skin was soft but two days later I got rashes all over my face and quite bad. I stopped using because I wasn't sure what caused that. After my skin was healed, I applied it on again  in the morning and night, then again I had rashes come up all over. I stopped again for the second time but telling myself it wasn't dior creme because this is the second time I bought it and the first one I bought back then worked fine for me. And again I tried after my skin got better and a day later my skin started to be irritated, itchy with rash all over again so I think it might be it. The thing is, when I purchased this the second time, when I opened it I kinda felt like it didn't look like the first one that I had before, so i'm not sure if I accidentally purchased the wrong one. And my concern is it's been used a few times and I threw away the receipt as I thought I wouldn't be allergic to it, in this case will I be able to return this product and exchange it with any recommend moisturizer that good for sensitive skin?
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Zinnie
Online Billing cancelled on August 31 and STILL not received any refund on bank account yet
Hi there, I just want to inform that I haven't received any refund from that failed purchase, and it's nearly 1 month since August 31st. Could you please figure that out? Has or has not Sephora refunded that amount of money to my bank account? Thank you!  
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Zinnie, I'm sending you a private message to help.    -Kevin see post
njattana
VIB Rouge
I recently qualified for VIB Rouge and received the welcome kit with my last online order, but I didn't get the Rouge card. I went into my local store today and told them (thought it may be an in-store thing) and was told they couldn't help me with that  =\   Is there not a Rouge specific BI card?
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njattana
BEAUTY BUFF njattana / BEAUTY BUFF BEAUTY BUFF / replied
I went into my local store today but was told that wasn't the case? That's where my confusion came from... see post
ttexas
I ordered a couple hours ago but would like to change the moisturizer I selected. How do I do that?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ttexas! I'm sorry, once an order is placed we're unable to modify it.  If you would like to return the moisturizer for a refund, you can use the return label included... see post
Mindalynn
Online orders aren't showing up on account
I just had my Beauty Insider card linked to my account and now when I login it just shows past in-store purchases, not my recent online orders. I want to check the status on my current order and don't know how to do this now. They showed up on my account before the link happened. Any help? Thanks. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mindalynn! I can help. Please check your private messages when you get a chance.    Cheers!  Kevin  see post
juleskk
Linking account to Beauty Insider
I am looking for help linking my account with my Beauty Insider card. Thanks.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Juleskk! I can help with that. I am sending you a private message with more info.    Cheers!  Kevin  see post
killahbabe
Hey Sephora! Thanks for scolding my husband! /Sarcasm
My husband went to Sephora to return a few items for me. He had a receipt along with the brand new, unopened products. The sales associate decided to tell him that not only was he not allowed to return products purchased online to the store but that it was unethical because it takes away from their daily sales. Let me tell you that woman should thank her lucky stars that she didn't wait on me with that attitude. I'm now considering returning EVERYTHING I have that is unopened with a receipt just to prove a point. I buy enough to make up for anything I would ever return and then some. But now I feel like perhaps I should really mess with their days if they're going to treat my poor husband like garbage. Obviously knowing how the returns work in Sephoraland, I told my husband what to say to get them to do the return, but I can't believe how terrible the service has been at Sephora lately.
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killahbabe
HALL OF FAMER killahbabe / HALL OF FAMER HALL OF FAMER / replied
That's really terrible! I'm not sure when the attitude started appearing but I don't appreciate it. They've always been a bit rude to my husband but this was just unacce... see post
Biakko
"Qualifying Spend" don't add up
Hello there,   I thought I was reaching VIB as I spent over 400$ since May, so I looked at "My Points and Status".   I notice that the amounts under "Qualifying Spend" don't add up. It says "† You receive one point for every dollar spend on merchandise (excludes the purchase of egift certificates, gift cards, taxes and/or shipping) online, in Sephora retail stores or in Sephora inside JCPenney locations".   For my last purchase, I spent 78,50 on merchandise, so according to your written policy, this should equate to 78$ in qualifying spend, yet I only had 65$ according to the page.   There seem to be some discrepancy for the previous order as well.   Could someone look into it? Is it a mistake or is the policy misleading?   thank you in advance,   Nancy
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stenwolde
stenwolde / NEWCOMER / replied
The exact same thing happened to me as well! I just placed an order for $75 but only $60 was a "qualifying spend" and I only received 60 beauty insider points.. Can you ... see post
chelseal0ve
Can someone inform me how I can link my VIB card to this account?
Thanks!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Chelsealove, I'll send you a message to help. :) -Laura   see post
JanieV
Whats going on with the samples?
Lately, I have been getting random samples (not the ones I select at checkout and completely unrelated to my shopping history and favorites).   This time my package arrived with no samples at all.  This is a bit disappointing, normally I wouldn't care, but the order is a gift and I wanted my friend to try a few new things.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Janie, I'm sorry to hear that you didn't receive any samples in your recent order. When sample substitutions are made at our warehouse, unfortunately the order pack... see post
Mollyli
Where are my points from online purchase?
Hi,   I realized that I did not get any points from the online purchase I made. However, I did get the correct amount of point when I I purchased from a physical store.   Can someone help me to look into this? Thanks.    Here shows the points I have, and where they come from.     Here shows the purchases I have made, including the online purchase on 08/28/2014, which did not count toward my total point.  
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Molly, It appears that you signed up for the Beauty Insider program after placing your order. Since you weren't a registered Beauty Insider at the time your order w... see post
goodlooks
Sephora Corporate Canada - how do i contact you?
I would like to write in an email to Sephoras Canadian head office, specifically to the store Director of Sqauare One in Ontario. Please advise how i can obtain an email address to send in my comments to. I visited the store yesterday with my bestfriend and it was nicely renovated. The best part is that we were just really impressed with the service we received from one particular product consultant - Izza. Majority of time i always had great service at Sephora but the one from yesterday deserves  to be recognize for what an outstanding job she did. We are so happy with our purchases and could not wait to come back for our next visit during the holidays. I already filled out the survey but i would like to write in further to express how appreciated and special we felt being there and got serviced by such a lovely lady. Izza....if your store ever get to read it...keep up the good work. Thank you for so much and we left your store yesterday feeling so beautiful and happy! You are Amazing!!!!   
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi goodlooks, Thanks for the positive feedback! I have forwarded your compliment to our retail division.  In the future, you can submit a store complaint or compliment... see post
kjeen
Combining BI cards
I have 2 beauty insider cards and want to combine them into one. Is this possible without having to call in? 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kjeen, I will send you a message to help! :) -Laura see post
asdfkl
Does Sephora allow you to use someone else's beauty insider card?
I've been really curious about this for awhile now. My mom plans on purchasing my Christmas present from Sephora and she doesn't have a BI card. If I gave her my card to get the points for the purchase, would Sephora not allow her to use my card because the name wouldn't match hers, which would let the employee know that it is not her card? 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi asdfkl, Yes, if your family member wants to use your Beauty Insider card to make a purchase for you, that's fine! :) -Laura see post
yyang558
Is there any other way that I can reset my password without calling the Customer Service?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Yyang558, I am sending a private message to help.    Cheers!  Kevin  see post
LuLuu82
Please help. Would like to link my BI card with my online account. TIA.
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LuLuu82! I can help with that. Please check your private messages when you get chance.    Cheers!  Kevin  see post
shadow1021sqsq
Missing samples
I just received my package. i only got one sample. What happen to sephora? Last month, i had a package with none sample.  
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shadow, I'm sorry to hear that you were missing samples in your recent order! I'll send you a message to get more info. :) -Laura see post
shundori
How do I maintain my VIB status
I became a VIB in June 2014 and have $100 left to become a VIB Rouge member...  I don't understand the annual re qualification. Do I have to spend $350 every year to be a VIB?  If I become a VIB rouge next year how long will that be valid?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Shundori! If you spend the $100 to become Rouge, you will be Rouge for the remainder of this year and all of next year.  If you do not make the $100 purchase, you wil... see post
211BML
Payment
Not a question per say, but rather a comment, add PAYPAL , please and thank you! It would increase your revenue, people are turning away and shopping at other cosmetic providers bc you lack a contract with paypal. Please do yourself, and your valued patrons, a favor by investing in PAYPAL as a payment option. Today I have taken my $1,000+ purchase elsewhere; not good for you or me.          
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi 211BML, thank you for your feedback! I will forward this to the appropriate department within our company.    Regards,  Kevin    see post
Shaelynn
Is there a limit of time in Sephora's return policy?
See I have this lip gloss from Sephora that I bought earlier this year. I only used it once and it's been sitting to the side for months. I've still got the receipt from June. Can I still return this? Or at least exchange this? 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Shaelynn! If you purchased it online, it's 60 days for a credit card refund and 90 days for a store credit refund.  Products will not be accepted after 90 days.  If i... see post
michele620
Shipping
Hi! I am supposed to have free shipping on all my orders without regards to purchase total; however, my purchase total includes a shipping charge. Please advise before I complete my order. Thank you.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi michele620, I am sending you a private message to help.    Cheers!  Kevin  see post
beautifyme123
Almost empty jar delivered 😱😱
Just received my Laura Mercier mineral powder from Sephora and the jar is almost empty😳 after paying 39$ shouldn't it be full? has this happened to anyone ?
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beautifyme123
BEAUTY WHIZ beautifyme123 / BEAUTY WHIZ BEAUTY WHIZ / replied
Hi kssweetheart i will let you know when my new product comes in if this one is full or empty, hopefully it will be full for almost $40. It better be full😜. I don't m... see post
Arnoldmau
Unsuccessful authorization
Trying to buy my wife some well-deserved gifts.  But my order ( 3132612663 ) is showing as Unsuccessful authorization. I used a e-gift card with the purchase.   Can anyone assist?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cboss, I am sending you a private message to help, as well.    see post
monicaN7
is it possible to change one of your promotion picks after we've already made a purchase?
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi monicaN, Unfortunately we are unable to make changes to an order once it's been placed. I apologize for the inconvenience. :) -Laura see post
jennifer915
I just created an online account and dont know how to link my vib card
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jennifer915! I am sending you a private message to help.    Cheers!  Kevin  see post
NataliiaChopyk
Ukrainian credit cards
Dear Sephora! You are telling that you accept Ukrainian credit cards. I have read such info on your forum. But you are not accepting Ukrainian cards in fact, as I tried to make an order several times and all that times your reply was just the same:"Thank you for shopping at Sephora.com. Your order *** has been cancelled. For your own security and protection, we have cancelled your order because we were unable to confirm your payment information".    Could you please give me any comments and any kind of instructions regarding placing an order with using of Ukrainian credit card? My shipping address is US stock.  So delivery will be within USA not in Ukraine.   Thank you in advance! 
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NataliiaChopyk
NataliiaChopyk / NEWCOMER / replied
Dear Mia, The problem is that I have registered all info as you mentioned above, but all the time I have "canceled orders". see post
oliviajane24
Yesterday, I purchased an item for full price... Today, it went on sale.
Yesterday, I purchased the Pulp Fiction Palette from Urban Decay in stores for full price. Today, it went on sale for half-off. I am very disappointed, because if I would have know about this yesterday, I would have waited until today to shop and would have also been able to afford Urban Decay's Eye Primer Potion. Is there anything Sephora can do for me, or do I just have to live with it?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Oliviajane24,   You should not have any issues doing a price adjustment in stores:http://www.sephora.com/store-locations-events?searchTerm=stores&_requestid=75253... see post
EvelynCooper
Please help me connect my VIB card to my online account
I'd like to place an online order and I'd prefer the points to combine with my in-store total.  Thank you
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EvelynCooper
EvelynCooper / NEWCOMER / replied
Is there another customer service rep online today?  Yesterday, MelissaBT offered to help me out but she still hasn't read the last message I sent her. I've been waiting... see post
deanpoku
hi am in the uk and wants to buy cat von d fundation how do i get sample
hi princess am in the uk and heard a lot about your fantastic foundation but don't know my shade so if you can pls send samples of the foundation to me so that I will know which one is the correct shade for  am mac shade NC50 hope to hear from you soon thank you mercy
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi deanpoku, Unfortunately we are unable to send samples outside of a merchandise purchase. I apologize for the inconvenience. I recommend using the Sephora + Pantone ... see post