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SS26
Yet another Rouge update issue...
I feel like the umpteenth person to post an issue about my VIB account not going Rouge, but I've been waiting and waiting for it to update, but it just... won't. It's been a week and a half since I qualified, and I called about a week ago to ask why it didn't update yet. The girl said it can take up to 5 days, so I've waited ever since. My account shows I got the VIB welcome kit that day, but my account page still says VIB and I'm locked out of all the Rouge-exclusive stuff. I'd reaaaally like to get the Rouge exclusive lipstick for New Year's Eve, so I'm getting a bit impatient. If anyone here can help me, I'd be so grateful!
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nancydrew1981
Merge Accounts
I have a VIB account that shows I have 425 points but I achieved VIB Rouge status over the summer. I have the rouge card but it was never linked to my account. My VIB account is also not showing any purchases that I made in 2014, instead showing I haven't purchased anything since 2013. Um, help!?!
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nancydrew1981,   I would be happy to merge your accounts for you! I'm going to send you a private message so I can help you get this sorted out - keep an eye on y... see post
vlovesmakeup
!Ole Henriksen Merry & Bright Duo - Could someone check whether its in stock in stores?
Hi there!   Would someone be able to check whether this set is in stock in Ontario, Canada in either the Square One or Sherway Gardens location. It's showing as sold out online and it was one of the boxing day specials.   Please & Thank you!
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vlovesmakeup,   We recommend contacting your local Sephora stores directly before visiting so they can give you the most accurate and up-to-date status of their i... see post
Wuyrhjd1
Ingredients information
Does Sephora Collection Express Nail Polish Remover contain any animal derived ingredients?
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Wuyrhjd1
Wuyrhjd1 / NEWCOMER / replied
Is Glycerin in this product animal derived? see post
CarlaJoy
Link my online account with my card?I
A while back I got the rewards card in store and then today I purchased quite a bit online. I'm trying to link these two accounts if that's possible?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CarlaJoy,   I'll send you a message to help! In the future, you can just post one time to avoid confusion as one of us moderators will always respond to a Custome... see post
Pauline8
Online orders accumulate less points per dollar spent vs store purchases?
Why do online orders accumulate less points? Isnt each dollar spent suppose to account for one point? My orders are well over 75 dollars without taxes yet I get credited 60 something points per order
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Pauline8
Pauline8 / NEWCOMER / replied
Since the mods seem to have missed my posts while responding to post above and below my posts I have called and got this issue resolved on my own.  So I no longer need h... see post
Jayelybean
Tarte Kiss & Belle Lipsurgence Lip Set? Return Policy?
So I went into Sephora today and bought Tarte Kiss & Bell Lipsurgence Lip Set for $34, but I actually saw on the stand the stand that it was $24. Could that be possible? I told the cashier that I saw it was $24 but she said it was $34.   Also, I was wondering if it was possible to return a product that you have used. I want to try this lip set and see it it looks nice on me, but I'm afraid that if I don't like it then I wouldn't be able to return it. Please help.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jayelybean,   I'm sorry about that! Thanks for letting us know - it sounds like a price was mistakenly put on the sign. We'll be sure to forward this along to our... see post
lululand
Item missing in order
I just opened my most recent order and found that the First Aid Beauty cleanser I had ordered wasn't in the box. What can I do? 
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lululand,    I'm so sorry about that! I'm going to go ahead and send you a PM so I can help you out with this :) see post
67042
Need Agave flat iron oil cartridge
Where am I able to purchase an oil cartridge replacement for the Agave flat iron?  
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi 67042,   The Agave Vapor Infusion replacements are sold separately! I am linking the product page for you. :)     see post
mruebling94
merging accounts
I have multiple accounts. One account (with an old email that cannot be accessed) has all of my points and I need to merge these points to a new account with an active email. How do I do this??
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mruebling, I can link your accounts for you! I'll send you a message to get your info. :) -Laura   see post
kittenpickle
Missing points on account after in-store purchase?
I made an in store purchase on 12/23. I should have 48 points, but they have not appeared on my account and it says I still need to spend money to continue my VIB status. I purchased the Anastasia Beverly Hills Dipbrow in Soft Brown, the Stila Stay All Day Liner pen in black, and the Sephora brow filler brush from the Sephora at my local mall. I have the receipt still; what can I do?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kittenpickle, I can help you update your points! I'll send you a message to get your info. :) -Laura   see post
CWGuillet
Unable to add items to online cart
I am still having problems adding my items to my basket, and it's been going on for the past two days for me. I've tried three browsers (Safari, Firefox and Chrome) as well as cleared my cookies and my products still can't be put in the basket for purchase. Please advise, thank you!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CWGuillet, I'm sorry to hear of your difficulties with your basket! I have reported your issue to our IT department. Please allow 2-3 business days for them to reso... see post
Reify
Purchase confirmed or not?
I confirmed my order before and it told me the Hourglass Blush Palette and the Becca Tints Kit were out of stock afterwards. It's doesn't show this order in my purchase history. But in the preview of my account, it shows the points that I've earned and used today (whereas everywhere else it shows my previous points status). Is my order valid now or do I have to reorder when the items are back in stock?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Reify,    It looks like your order cannot be completed because of the out of stock items. You will need to reorder when they are available again on our site.   ... see post
Shehotsky
Can someone help me link my beauty insider account to my online account?
I have been trying to figure out how to sync my beauty insider with my online account, but no dice. I haven't made any online purchases, but would really like to!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Shehotsky,   I'll send you a message now to obtain additional information so that I can link your accounts. see post
katny
Tarte 12 hour blush on sale?
So the Tarte amazonian clay 12 hour blushes come up as a sale item, even though the pricing isn't in red..  and the discount code isn't applying in the cart.  Why is it showing up under sale if it's not on sale?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi katny,    We're looking into this to make sure the right shades and proper pricing are listed on the site! :)  see post
katiecon
Return Policy
For Christmas my friend purchased me the Sephora 4 Look Books, which I already have. I looked online the day before Christmas and it was marked down from $30 to $20, and after Christmas it is now not online at all. Can I still return it, or even exchange it? I really don't want it. 
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Katiecon,    Yes you can still return or exchange it, its not a problem! I would take it to your local store instead so they can help you with that :)  see post
SiteNo8
Canadian points adjustments & VIB / Rouge status
Order #3282141490, had a subtotal of $77, but I was awarded 63 points by the system. Order #3323519765, had a subtotal of $75.79, but I was awarded 64 points by the system. May I have these corrected, please?   On a related note, I added up my after-discount subtotals for the purchases I made this year: $1024.28, which should give me Rouge status. Since the system is US dollars, the "add your Rouge Welcome Kit" did not pop up. Could you please adjust my status, and tell me how can I get the kit?
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SiteNo8
BEAUTY PRO SiteNo8 / BEAUTY PRO BEAUTY PRO / replied
Well, for me anyway, I didn't realise until I read Diana's message (above) that Canadian points are counted in US dollars for online orders, and Canadian dollars for in-... see post
DanieCalla
Trying to add points to account using receipt
My husband purchased some items for me for Christmas from a Sephora store.  He was told that since he didn't have my Sephora Insider card that I could sign into my account after Christmas and add the receipt number to get my points.  How do I do this?  Thanks!
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ashlyncb
ashlyncb / NEWCOMER / replied
I am also wondering the answer to this question! I have my receipt and was wondering how I can add my beauty insider points with it online??   see post
xokimberly01
Returning without original packaging
My mom recently gifted me a Perfect Brow Pencil by Anastasia Beverly Hills. Out of excitement I automatically threw out the box and then realized it was not in my color at all. Is it possible to go in with the receipt and exchange it for a darker color without the original box? The pencil is not really used, just used once to try it on. 
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi xokimberly01,    yes you can! That is totally OK to exchange the item even if you don't have the box and have the receipt :)  see post
ilyssat
Can I link two accounts? I have two
I made an account online, and made some purchases, but when I went into the store I gave them a different email busy accident, so now I have points on two accounts. And u don't need two separate accounts. Can I link them somehow?
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TaydeBT
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rayndibley,I will send you a private message now to assist you! :) see post
xopink
Can I return foundation without the box it came in, but I have the receipt????
Hi, I am a beauty rouge member and I recently made a purchase for Marc Jacobs foundation - BUT, it is not my skin tone at ALL!!!    I do not have the box it came in, but I do have the receipt. Can I still make the return!?!?!?!?!??!     Also, I have religiously bought this foundation, and there is something wrong with it. It's turning into watery liquid when you squirt it out rather than how it should be.  
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi xopink,    You can absolutely return the items to your local store if you wish to do so, even without the box. It's possible you may have received a defective fou... see post
XxTashaxTerrorx
I'm $87 from being a VIB- online order says i need over $102 to get the kit- HELP
I got an email from sephora saying I'm $87 CAD away from being VIB, but when I go to purchase items worth $87, it says I need to put more items to get the VIB package (to become a VIB) why??
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I will message you for more help!  see post
rose88
Missing Points
Hi, I was sent a survey by Sephora about a month ago. I was promised 100 pts for completing it. I completed the survey but never received the points. The survey said the points should show up in my account in a week or two, but since it's been about a month, I think my points are missing. Can a mod help with this? Thanks!
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rose88
BEAUTY PRO rose88 / BEAUTY PRO BEAUTY PRO / replied
Thank you! :) see post
IGomes
Urgent: Charged twice for the same order.
Hello, I just placed an online order for $203.52 but I noticed I was charged twice when I checked my bank account online. How can I get this issue resolved?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi IGomes,    Apologies for the inconvenience! I went ahead and was able to remove this second pending authorization- It is not an actual charge and will drop off in... see post
girin
Regarding my recent order
Hi,   I recently placed an online order (#2893263934), purchased $90.43 but only received 63 points, can you make adjustments for my points?   Also, I wish to return one of the products that I purchased due to its short expiry date and it states that I need to bring the "original packing slip and return form, credit card and the product that I want to return".     These are the only forms that came with my package. Will bringing the above forms, credit card and the product process the return or is there any other form that I need to bring for the store return?     Thanks in advance! 
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi girin I can check your account to update the points. If you go in store, the above packing slips are all you need!  see post
ecnng
Hi :) How do I link my VIB rouge card to my online account?:)
Hi How do I link my VIB rouge card to my online account? Can someone please help me?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hello!   I'll send you a message to help you out and link your accounts :)  see post
Qweenstine
Product Review
Hello. My mobile only posted part of my review. Is there any way I can delete it?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi qweenstine,    What item was the review for? I can go ahead and remove it for you. Thanks!  see post
rosierosierosie
My current mod won't be back until the 28th, is there another mod that can answer
My current mod won't be back until the 28th, is there another mod that can answer and resolve ASAP thanks
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi rosierosierosie,    I strongly recommend that if you have urgent inquiries that you can't wait for a mod to reply,that you please call us at 1-877-SEPHORA. Du... see post
elenam13
Christmas gift with no receipt
I received the Urban Decay Electric Palette for Christmas but I already own it and I'd like to return it but I don't have the gift receipt. Can I still get store credit?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi elenam13,   You should be able to exchange the palette at the store and get merchandise store credit. For more specific return questions, I recommend reaching out... see post
nycmle
Missing Package
Just wondering what's the protocol for a missing/stolen package? Initially my tracking number indicated the package wouldn't be delivered until Saturday, but when I checked for an update this evening, it said it had been delivered and left at my front door, which is not where the mailbox is located and I've never had a package left there before. When I went to check my package wasn't there
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nycmle
BEAUTY WHIZ nycmle / BEAUTY WHIZ BEAUTY WHIZ / replied
Hi Zanna, I replied to your PM. Thanks! see post