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Customer Support
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ltrinh11
Forgot to show my beauty insider card at register. Can I still redeem my points?
I have the receipt, how do I redeem my points?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ltrihh, I can update your points for you. I'll send you a message to get your info. :) -Laura   see post
selmil
Transferring my In-store account to my online account
I need help connecting my In-store account to my online account. I am not sure when I set up either one and why I had set it up this way, but I need help linking them together...Pretty Please!! XoXo
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi selmil, I can link them for you! I'll send you a message to get your info. :) -Laura   see post
alison2012boom
TWO ACCOUNT PROBLEM
i have two account, on is online account(insider), one is in-store account(rouge). Can I combine these two into one? I want to use my rouge online.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi alison, I can help you link them together and combine your points. I'll send you a message to get your info. :) -Laura   see post
MirandaSings
How can I check my refunds history? I didn't receive refunds as I was suppoised to?
I returned a couple order in the last two months, but I havent receive any confirmation email about the return. How can I check the refunds history? And why does it take two months to refund?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MirandaSings, Our new warehouse is currently delayed in processing returns by mail. They are taking approximately 5 weeks for a return to be processed. I apologize ... see post
YueW
Hi, can you help me to link my in store card to the online account?
   
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi YueW, Yes, I can do this for you! I will send you a message to get your info. :) -Laura   see post
kbmatthews
BI points - Canadian online purchases
Could a mod please PM me please? Looking for a solution to update my points since they've been calculated in USD not CDN, and I've gone though my purchases to figure out the difference I'm missing.   Thanks!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JenniferAshley, I will send you a message to get your info and update your points! :) -Laura see post
chancyxue
I HAVE THE VIB CARD, BUT WHEN I REGISTERED MY EMAIL, MY STATUS DIDN'T REGISTER....
I went to shopping at sephora and earned a VIB status,I got the VIB card.But my online status was still beauty inside.How can I merge account?Is any one can help?THX
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Gibsy, I have already sent you a message! :) -Laura see post
drpengie
Linking card with online account
Hi, can you help me to link my Sephora card with the online account? Many thanks.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@gibsy- I'll send you a message too! :) -Laura see post
makeupjunky2355
Horrible experience at Jc Penny Sephora
I am a VIB rouge member and have made sephora my one stop shop for beauty and skin products.  I just want to make a note of an incredibly horrific experience I had trying to exchange some products at this particular sephora.  I just want to add that I honestly dont like shopping at Jc Penny sephora due to the smaller inventory but I tend to pop in because the location is 5 min away from my house.  I dont return.  Like ever.  Most because of the hassle and shame that comes along with it.  My experience yesterday just fueled my distaste for returning.  I attempted to return a few items including 2 concealers, gel liner and setting powder.  I didn't like the products pure and simple.  Instead of hoarding them as usual and letting good money go to waste I decided to do the deed and exchange them.  I find that it should be reasonably to do this since you dont really know if you like the items until you try them for at least a few days.  I did not have the receipt or the boxes and the products were slightly used.  The associate denied my return except for one item because she said it was not in her store.  She did not attempt to look up the items nor did she make my experience pleasant due to her demeaning and shaming attitude over my return.  I was confused because one of the items they did in fact carry, however she said she did not have the color i was returning in stock and said there was nothing to scan, cant do it.  After her attitude started to wear on me I asked to speak to a supervisor.  Once the jc penny supervisor came I explained my debacle and showed her the product was in stock and that the associate still denied my return.  The associate was approached and simply said oh well I didnt see the product ok yeah i will return it but I am not returning the other items because thats our policy, if we dont carry it we cant return it.  Her attitude was horrifying and very unprofessional.  Especially for the type of image Sephora is known for upholding. She proceeded to review each product and make me say why I didnt' like it for each product.  For the gel liner she accused me of not closing the lid properly and literally took what seemed like forever examining each product.  She badgered me about the concealers and I tried to explain that they just werent good and werent color.  With the lift of an eyebrow she let out a sigh.  Really??   Finally after shaming me in front of all the store and the growing line of at least 5 people behind me the return was over she said "this is incredible!" to the supervisor and wandered away.  The supervisor did nothing and just left.  I didnt' want to stay shop there but I was adamant about at least leaving with one product, i mean I just wanted to exchange to begin with.  The next associate that rang up my  products continued the horrifying experience by purposely getting my beauty insider email wrong several times to the point where the customer behind me repeated it her!  Once the cust behind me repeated my email the associate simply said "my bad" with a smirk on her face.  She made me so uncomfortable as did the other associate that I didnt even attempt to use my points on anything.  I am now forced to drive 30 min to the next sehpora as I will never set foot into that store again.  I just dont understand why I would be put through just shame just to exchange my items.  What happened to customer service?  no attempt was made to help me return my items.   Why should I have to keep items if I know I am not going to use them.  In all honestly I would have been fine with the denied return had she had a smile on her face and at least attempted to look up my items to help me return them.  she tried so hard to make it hard for me to return my items, even with items she knew she could return.  I guess jc penny stores are just not held to the same standard as free standing sehporas  I am so turned off from my experience i am not even sure that i want to set foot in another sephora let alone have to drive 30 to find another one.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi makeupjunky2355,   I am very sorry to hear about your recent experience in your local Sephora inside JcPenny store location. This is definitely not the customer s... see post
poopetc
$$$$$$$$$$$$$$
I was wondering if there was any possible way that I could earn points without spending money
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi poopetc,   The only way to earn Beauty Insider points is to purchase merchandise on our website or in our stores. You receive 1 point for every dollar that you sp... see post
minwoo
I Am Still not receiving any promo emails.
Hi, I've been a VIB for two months now and I have not once receive a promotional email.    I know I've missed out on quite a lot of promotional etc. and I have yet to see the benefits of being a VIB.   I had send an email earlier in September 20th  #8748-442 383896-674 2 and had made a phone call regarding this issue just last week.    I had two accounts with sephora. The first one "A" I had always used. I signed up for the second one "B" and never used it so all my points are in "A". When the email I used for "A" stop working I cancel my email subscriptions and account from "B" and change the email in "A" to the email address in "B". Since then I have not receive a single promotion emails from sephora even when I resubscribe to the newsletter portion and even when I send email and call asking about it. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi minwoo,   I am sorry that you are not receiving emails from us. :( I am going to send you a private message so I can look into this for you.  see post
Tina1995
Can I add beauty insider points from past online purchases?
Can I add beauty insider points from past online purchases? The purchase is in my purchase history but the points aren't since I made my purchase and did not realise I had to sign up for the beauty insider separately. Therefore the purchase was done before I joined beauty insider. Can I still add the points?    
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tina1995,   I can assist you with this. I am going to send you a private message to help! :)  see post
Jamie23
Combining accounts
Hi, I would like to combine my accounts. I have a VIB account in store, and I made two online. How can I combining those accounts? Will my points be combined as well?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tarnished,    I just sent you a private message to help!  see post
lhy2
I am not getting VIB emails
Hi:   I found out from my friend that there is an upcoming VIB sale, but I'm not getting the email despite my VIB status. In fact, I never receive any promotional emails from Sephora. I checked my email address and my subscription settings, they are all correct.    I checked my mailbox and junk mail and still nothing.. 
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JoiLT
SPECIAL GUEST JoiLT / SPECIAL GUEST SPECIAL GUEST / replied
Hello,  I am also not receiving emails.  I have added Sephora to my contacts/address book.   see post
alexiis
returning used products?
i've heard people say in reviews that they've tried something & didn't like so they will be returning it. so.. you can return a product once you've used it? does sephora just toss it then?
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LivNg
LivNg / NEWCOMER / replied
Hi, I purchased Lancome Visionaire Serum and Eye Cream couple weeks ago. However, these are too strong for my skin; I still have the receipt but the boxes are no where t... see post
fatimamummy
Are they gone forever?
Can any of the MODS tell us if there is any chance for these products to come back in stock or they are gone forever. Thanks   1: cheers to FAB ( First Aid Beauty) 2: ABH Tamanna palette 3: Too faced melted kisses 4:  L'OCCITANE L'Amour Shea Butter Travel kit    
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fatimamummy
HALL OF FAMER fatimamummy / HALL OF FAMER HALL OF FAMER / replied
Thanks for your tip Diana, I stalked all this sets and was able to get cheers to FAB a few hours ago yay.I wish if not all, ABH palette come back in stock too :) see post
JLNGO
Return without Receipt
Hi, I received double of face creams on my birthday, and a gift-box set all from Sephora on my birthday this week. I decided to return one face cream and the gift box. The value in total was $130 ($60 + $70). I went to Sephora yesterday morning, and the only thing I was seeking was a replacement head for my Clarisonic, which was $30. I asked the girl at the counter if I can swap it, and she told me that there was a difference, and I still had $100. I told her I did not want to purchase anything, because I got a lot of beauty care for my birthday. She told me she could not process the transaction because I MUST purchase something in order for it to go through. I asked her if I could get credit, she said with the "new policy" that was in effect in September, she could not do it. I told her I did not want to splurge $100 on just 'whatever' just to get rid of it. I shop at Sephora, but very rarely (I have a total of 950 beauty points starting from 2010, a span of 4 years, so I do not shop a lot there). I only shop at Sephora when I really run out of something, and I make sure I use up all my product before I purchase a new product. She told me she will process the $60 return (giftbox) for the Clarisonic head ($30, which I had to get another one to even it out ot $60), and for the other item ($70), she told me to hold onto it and whenever I need something at Sephora, come back and return it since gift receipts don't expire. I told her I probably won't be purchasing something from 6 months to 1 year, as you can tell from my purchase history, and she said that is fine. I explained to her that having this item in my room rotting for a year, when someone who needs it could have purchased it makes no sense. She kept assuring me that it is okay but it made no sense for me. Can someone confirm to me that there is a new "return policy" that does not issue store credit? And do gift receipts really do not expire? I mean, she is right, I can come back in one year with my gift set and gift receipt and she will happily accept my return... but I mean, I hope they do not re-sell that item. Sorry for the long post, hope someone can clarify this.   I forgot to mention I am from Toronto, ON.
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fatimamummy
HALL OF FAMER fatimamummy / HALL OF FAMER HALL OF FAMER / replied
I confirm that Canadian stores are no more offering store credit. Recently I returned a C$37 lipstick and was told I have to buy something of equal or higher value at th... see post
irinemj
CAN SOMEONE HELP ME WITH LINKING MY VIB CARD TO MY ONLINE ACCOUNT?
CAN SOMEONE HELP ME WITH LINKING MY VIB CARD TO MY ONLINE ACCOUNT?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi irinemj,   I can assist you with this. I am going to send you a private message to help! :)  see post
NishwaG
Foundation Exchange....
Hi there    So I bought a nars foundation a few months back for contouring purposes, but then ended up using their bronzer for contouring (it worked better too) Anyhow I dont have the reciept for the nars foundation but I wanted to exchange it for another product....would I be able to do it? I bought the nars foundation in store and also this is the very first time i'm returning/exchanging something at sephora as I pretty much fall in love with all their products and never have to return or  exchange them 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NishwaG,   I recommend reaching out to your local store directly to see if they are able to exchange the foundation for you. If the product was purchased less tha... see post
unblownkisses
PTR 24K Gold Mask?
Is the mask going to be sold individually any time in the near future?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Looks like there are no plans for us to have it individually for awhile- but I recommend buying the whole set now if it is still available! :)  see post
svetlankampei
Order cancellation
Hello. I'd submitted an order #2990934100 at  August 7, 2014 and recieved the following email from Customer Service a fer hours later:    "Hello Svetlana, Thank you for shopping at Sephora.com. Your order 2990934100 has been cancelled. For your own security and protection, we have cancelled your order because we were unable to confirm your payment information."   I'd checked all the payment information in my profile and I was right. I also made some orders before and everything was ok.  The money I'd paid for this order were blocked and I couldn't use them to resubmit the order. The status of the order in my account is "U nsuccessful Authorization".  Please, help me. Is there any opportunity to retry to authorize the order?  
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alley81
SIGHTSEER alley81 / SIGHTSEER SIGHTSEER / replied
Wow! So I see this is a problem and not just with me! I placed quite a few orders and they too were ALL cancelled (which has never happened before) so I called customer ... see post
blackunicorn
Returning something shouldn't take 15 minutes.
Hello Sephora,  one of the things that I like so much about Sephora is that I can (usually) return any item, no question asked. I never return anything that has been opened, but I buy a lot of gift at Sephora so it's good to know that if it doesn't work, I can return it.   Fast forward to yesterday. I had to return two items, Benefit 3 Scoops O' Sexy and a Sephora Sharpener. Both items are in their original packaging, never been opened. The first item was for a gift, I sadly didn't receive it on time, and the second item I though I could sharpen smaller pencils with it, but I couldn't. So I went to the store in Dix30, to return the items.   First SA tried to help be but she wasn't familiar with returning items ordered online so she called her manager. I'm not sure it was the manager though. She first asked me a lot of details about why I wanted to return the items, and tried to convinced me to keep them. She then told me that that my online receipt was no good, because it didn't have a price on it (it's the receipt that comes taped to the box, they never have price and it's the only physical receipt that I get, except for the one that they send me by email.), so I gave her my rouge card so that she could look it up in my order history, but she couldn't be bothered.  Also, she said it was really complicated to make a refund because I had ordered from the US website, not the canadian one. And she argued with me that I had to go to the canadian online store next time. I tried to explain to her that there was no such thing a canadian website, it's the same, except you can switch the pricing, she didn't get it and was still arguing with me. I know that I am right about this. Then, the box (Benefit item) has the US price on it (the store had the Canadian price on the box), so she told me that she would refund me the US price ($42), because that's what I paid, not the Canadian price ($50), because I had ordered from the "US" website. I had to argue, again, that I had paid the canadian price, + taxes and duties, so please, can you look up my receipt with the price on it so that you can refund me the correct amount? I had to dig the receipt into my inbox to show her. I shouldn't have to do that. Once again, I know I was right. Last thing, she said they can't do refund anymore and that she would give me a store credit. I had bought the items maybe 10 days ago, had received it the day before and they were brand new, never been open, in intact packaging. So no, I don't want a store credit. Had to argue one more time.   Oh, and one more thing. That one is not her fault though. They didn't have the BareMinerals sample for Rouge and VIBs, even though I received the email 2 days prior to that. Bummer. It's always like that. How in the world, do I know more about Sephora's website and its return policy? If returning an item is going to be like that from now on, I'm out. And why do the staff has to argue with me? Can't they just look it up or ask someone else if they don't know?   That was rude, impolite and seriously ridiculous.    Bye.
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blackunicorn
BEAUTY GURU blackunicorn / BEAUTY GURU BEAUTY GURU / replied
Thank you Diana, it's the store in Brossard, Québec, Canada. You could also let them know that I was in the store for half an hour after the event, wanting to purchase a... see post
Luxx22
Missing item from my Order (Canada)
I ordered a palette from Sephora, and it was never included with my order - I'm located in Canada, I called the CSR and said they were refunding me, but I have not seen any updates or an email regarding them refunding me...is my refund processing?
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Luxx22
SPECIAL GUEST Luxx22 / SPECIAL GUEST SPECIAL GUEST / replied
ok thank you :) see post
cami0302
Unsuccessful Authorization. What does it mean?
hello, i made an online order yesterday but the current status is: Unsuccessful Authorization. What does it mean? i call my bank and the payment went through so i don't understand what the problem could be. Thank you Camilla
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Camilla,    I just replied to your other comment! We need you to call us at 1-877-SEPHORA so we can verify the information on your card as well as your shipping t... see post
JessieYang
unsuccessful authorization
I placed an order on 20-Oct,   I had no problem checking out and everything went smoothly. I got a confirmation email telling me that my order had gone through, and the money have been taken on from my credit card. But 2 days passed I haven't receive the shipping email,  therefore I logged in to check the order status, and found that it says unsuccessful authorization. Pls check where's the problem, because the billing address is correct and I use in all other online shop it works.   Pls help me to slove this. Thanks for your kindly help.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cami0302,    We need you to call in at 877-SEPHORA to verify the information on your card with your shipping and billing so we can process your order. Thanks!  see post
StephanieSun
Unsuccessful Authorization
I placed an order yesterday and got an email today saying that my order is cancelled, and it says " Unsuccessful Authorization " on the payment status.  I have used this credit card for online shopping multiple times before and it never happened. So could anyone help me please?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I would try the order again- if it still does not go through you should contact us by phone. It's possible we may just not be able to verify the information and will n... see post
meanreds
Too Faced Everything Nice
I just tried to purchase the Everything Nice palette because I didn't want to risk it going out of stock if I waited for the sale, and it's already OOS!!! Please tell me I didn't wait too long, will Sephora get more in stock?  The closest store is about 2 hours away, so I get 90% of my Sephora purchases online.  
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ronilene
ronilene / NEWCOMER / replied
I also wanted to purchase this. As a holiday item, I anticipated we would at least have until November 1 to buy it!  Is there a way to be put on a wait list for this? see post
Val75
Could a mod please PM me please?
I need your help with my order 3038446412
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Val, I'll send you a message.  For future reference, you can always send a moderator a message at any time if you need to speak to us privately. :) -Laura see post
carolynebear
Wrong birthday listed on my account
Hi, the current birthday listed on my account is September 19th, but my birthday is on November 14th.  How would I go about changing this? Thanks
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@purplehoney- I'll send you a message to get your info! :) -Laura   see post
hackneyfl
Customer Service ... Sephora ... Realyl!?!?!?!?
I just received order 3166259*** which I had ordered item: 1623685 in shade: I736 MUFE shadow and only thing in the box was my 3 samples and NOT the shadow!!! I guess I should be thankful that I got my samples as I never get them all. After calling the Rouge Hotline and being put on hold for 10 minutes!!! Yes, 10 minutes while they looked into this matter the girl came back online and ask me if I was sure that it wasn't in the box, yes, I am sure it isn't in there, if it was I wouldn't be calling. She then tells me that someone would have to get back to me as they needed to call the warehouse to see what happened!!! Is this Sephora's practice that if an item is missing that they need to call you back? Believe me if I was trying to get over Sephora by getting a dup of a product it sure wouldn't be a 21.00 shadow (that I might mention that I waited about a month for it to come back into stock)!!!
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hackneyfl
HALL OF FAMER hackneyfl / HALL OF FAMER HALL OF FAMER / replied
If our agents are unable to get the information right away ...   Get what information? I had an order ... item missing ... what other information? Doesn't matter to m... see post