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Customer Support
laynebr
Using US store credit in Canada?
Can I use a store credit that was issued in the US in a Canadia store? What about a gift card can I use a gift card purchased in the US in Canada? Thanks
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amandaskinner
Do I have two different Beauty Insider accounts?
Hi, a girl at the Barrie location told me I have 150 points but when i sign in i have 54 points. It also shows in my purchase history the last stuff I got was in 2013 but i've been buying stuff since the new location opened up.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi amandaskinner! You may have two accounts with us! I am sending you a private message to help.    Cheers!  Kevin  see post
t0kage
Accidently made two orders
I believe they are still on pending status(hopefully). How would I go about cancelling one of them?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi t0kage! I am sending you a private message to help.    Cheers!  Kevin  see post
sephoraadmin2
Benefit They’re Real! #SephoraSweeps
Enter for a chance to win a Benefit product bundle featuring their launch of the year, They’re Real! Push-Up Liner. On July 31, one lucky Twitter follower will win this exclusive package with liner, mascara, and much more. To enter, make sure you follow @Sephora on Twitter. Between July 30, 12pm PDT and July 31, 12pm PDT, tweet us the number one way you benefit from using Benefit. Don’t forget to include #SephoraSweeps in your tweet. All valid entries received within 24 hours of the sweeps entry time are eligible to win. The winner will be selected at random from the pool of eligible entries. Watch your Twitter feed on July 30-31 for a chance to win.   See official rules below>    
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livelaughl0ve
SPECIAL GUEST livelaughl0ve / SPECIAL GUEST SPECIAL GUEST / replied
#sephorasweeps I benefit from using benefit by using their mascara: they're real! It's so natural yet it makes my eyelashes look georgeous see post
luvmesomsephora
Hello. When will you offer Tom Ford's new scent Sahara Noir?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi luvmesomsephora! I don't show that we will be getting that fragrance, at this time.  We may get it in the future, so be sure to keep checking the website periodically... see post
tehyyy
Just ordered Sephora's Fragrance Sampler for her, but arrived broken...
I received a delivery of Sephora's Fragrance sampler for her, but one of the fragrance samples arrived broken - it is completely empty, and it soaked into the packaging around it. I can't even keep it in my room because it smells so strongly! What should I do? 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tehyyy! We're sorry to hear that!! If you visit your local store they will be able to replace that sample for you. I would go ahead and take out the voucher and throw... see post
ilovpurses
2 different points amounts showing?
Can someone help me with this - on one page it shows I have 887 points but when I look under rewards it says 948.     . Thanks.     
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ilovepurses,   You will start receiving the extra points on August 4th. The extra points promotion lasts from August 4th until August 10th. :) see post
Anaher
Hi I had 472 points before and now I have only 358?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
You may have two accounts then. I'm sending you another message.  see post
bossypants
Sephora cancelling my orders?
Hi,   I've tried unsuccessfully placing a couple of orders in the last few months. My orders always get cancelled. There is no issue on my side - I've called my bank to make sure the payment goes through.   I've also emailed Sephora multiple times, only to find out that they no longer ship to freight forwarders. Why is this so?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bossypants! I am sending you a private message to help.    Regards,  Kevin  see post
Laretha
Error while commiting order - ORA-01461
Hello,   I just want to share my today's ordering experience, maybe someone else has the same problem. When I tried to place an order (very last step), I got following error message: There was an error committing the order. ORA-01461: can bind a LONG value only for insert into a LONG column   I tried this several times, with no luck. This is a db error message, and I was getting it in Chrome browser. I've decided to switch to IE, and I was able to place the exact same order.   So if you are facing it, try a different browser   Cheers, Laretha
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Laretha! Thank you for the callout! I will see if anything is going on with our website.    Glad you were able to get it through in a different browser!    Re... see post
meglili
Free Sephora Bag
Hey Guys!      So, i'm planning on giving my friend a gift, but, I live in Florida and she lives in Japan. I promised her that I would get her something from sephora. ( She doesn't have one near her) Anyway, in the end, I had already went way over my budget for her and I no longer can afford to get her anything else. I was wondering if I can go to sephora, go up to the cashier, and ask for a bag. I don't want to be embarrassed if they say no. ( p.s im talking about the bag they put your purchase in)   
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ilovpurses
BEAUTY BOSS ilovpurses / BEAUTY BOSS BEAUTY BOSS / replied
Of course they will! I bought a gift for my husband one night when he was meeting me at the mall and I didn't want him to see the bag I had so I asked Sephora for a bag ... see post
AnnaSam
Beauty insider points
I've purchased several items lately from my JC Penney sephora and my points are shopping up. Please help?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AnnaSam,   I would be happy to look into this for you! I'm going to send you a private message to assist you further with this. :)  see post
goofylisa75
combining online purchases with in store points
Hi I just got a beauty card last night for my 1st in store purchase. last month I made online purchases, can I combine points from online and in store? thanks for any info!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi goofylisa75,   I'm going to send you a private message to assist you further. :) see post
hindgallery
why my order is cancel
why my order is cancel
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hindgallery! I will take a look into that and send you a private message with more details.    Regards,  Kevin  see post
imabeautyjunkie
VIB not showing up online?
I just reached VIB status (yay!) but it's not showing up on my online account? Could I have help please?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there! It appears we do not have your Beauty Insider card attached to your online account. I am sending you a private message to help.    Cheers!  Kevin  see post
LindaBS
Not enough points added
Hey! This has happened before and its happening again, I'm wondering why? Am I doing something wrong? Merchandise total came to $40, I got 30 points. Thats a $10 difference and I'm trying to reach VIB Rouge. I'm paranoid now that I didn't get enough points for another order that was $80. Is there any way to check how many points you got for a past order?   Also, where can I see how much I still need to spend to get to Vib Rouge?   Thank you!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi LindaBS! I am sending you a private message to help.    Cheers!  Kevin  see post
vardenas
Points Transfer
I purchased a total of $146 worth of products, only I used my sister's card, accidentally, instead of mine so the points are on her account. I was wondering if I could get those points transfered to my account? Thank you
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vardenas! I'm sorry, we're unable to transfer points unless we're merging two of your accounts together. :( It sounds like she owes you a 100 point perk!    Regar... see post
idkkristen
Transferring Points
I just recently got my own sephora account after sharing one under my mother's name with my name sister, I was wondering if it would be possible to transfer only a portion of the points from that account to my new account? Thanks.
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi idkkristen,   Unless the original account is in your name, we are not able to make any changes to it or transfer any points to your new account.  I'm sorry about ... see post
izee
Damaged product upon opening.
I don't have Sephora near me, but I just purchased a product from the store while on a trip. Came home opened it up and found out it's was leaked and dried up. Need to return but don't know when I can go to any of the Sephora stores (again, I don't have any ash ephors near me). What should I do?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Izee,   I'm sorry to hear this! At this time, we (Sephora.com) are unable to process store returns. However, I'll be glad to send your experience directly t... see post
LindaBS
Adding an item to an existing order?
I'm guessing this isn't possible but I gotta try I just ordered maybe 20-30 minutes ago, is there any way I can add an item to that order to avoid extra shipping costs?   Thank you!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry LindaBS!   Once an order has been placed we are unable to cancel/modify. I checked the status of your order and is it currently processing at our warehou... see post
LindaBS
Missing samples
Hey there, I just got my order in aaand there is not a single sample in there!   On the package contents it states the 4 samples (3 normal, 1 deluxe) but theres no sample to be found in there.   Anyone else had this happen? I love samples and this is soooo disappointing, especially cause I've wanted to try 2 of those samples and I've been keeping my eye on them!
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LindaBS
BEAUTY WHIZ LindaBS / BEAUTY WHIZ BEAUTY WHIZ / replied
Ahh so fast! Thank you!! see post
lizottejes
Merge points
I thought i lost my beauty insider card, so I started a new one. Now Ive found my old one, Can I merge my points onto one card?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@skhannagos- I'll send you a message to help. :) -Laura see post
Rose05
I want to connect my email and card account. Help please.
I signed up my email online but it wasn't connected to my card. It said I have 0 points and no purchases but I know I have some. I bought a couple things just yesterday.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rose05, I'll send you a message to help. :) -Laura   see post
StephScarlett
Returning Urban Decay Vice 2 Palette?
Hi, I got the Urban Decay Vice 2 Palette for Christmas and it just doesn't work for me. I do not have the bill but in my history it shows I purchased it. Can I return it? If so, is it only store credit or so I get a refund?   Any help would be appreciated!
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StephScarlett
SPECIAL GUEST StephScarlett / SPECIAL GUEST SPECIAL GUEST / replied
Hi! Thanks for the reply. The palette was purchased at the Toronto Eaton Center Sephora. see post
haddynatalie
points back?
Hi, my mother went to Sephora for me and used my points without me knowing. Is it possible for her to deliver the items and get the points back?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi haddynatalie! Yes, if she returned the Beauty Insider reward you will get your points back. :)    Cheers!  Kevin  see post
KenzieKangaroo
Where's my 2 year cosmo subscription and can I change the delivery address?
I ordered some products online earlier last month and I entered in the 2 year Cosmo subscription promo code. It showed up when I was placing my order but was not on my receipt and I haven't heard anything/received anything since then. I got my products about 3 weeks ago so I am wondering if I am still getting my cosmo subscription? Also I am moving and am wondering if there's a way to change the delivery if so. Any help is greatly appreciated!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KimMed! I'm sending you a private message to help.  Cheers!  Kevin  see post
neeks2
WHERE IS MY MAKEUP?!
THis is getting beyond ridiculous. I now ordered over 2 months ago and have not received my package. No one at sephora wants to help me find it or give me a refund. IS SEPHORA A SCAM?!  I have emailed and posted on this before and  still received no help. Is $130 a joke to you? I will be placing fraud charges if my money is not refunded within the next week. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi neeks2, I will take a look at your account and see what's going on.  I'm sorry you haven't been helped yet. I will send you a private message with more details.    ... see post
ouiLolita
VIB rouge card/ want to link to online/mobile account
I'm a VIB rouge member but I do not know how to link that to my mobile/online account so I can still receive all the points I've been racking up. Please help!
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ouiLolita
ouiLolita / NEWCOMER / replied
Okay thank you very much :D !! see post
MissyPrissyRis
Is the NARS Pressed Powder being discontinued?
Is the NARS Pressed Powder being discontinued? (Desert, Beach, Mountain, Flesh, etc) seems that way. Not many stores carry them anymore.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MissyPrissyRis,   I checked our inventory and I'm showing that they are not discontinued with us. Products and brands will vary at each store location! I suggest ... see post
alexandrabeia
its says my package was delivered but i havent received it yet!!!
Order Date Order # Shipment Date Tracking Number July 23, 2014 2450458449 July 24, 2014 1Z849EW10336627527   i believe my package has ven stolen or lost, it says that it has delivered in friday but nothing has arrived. Im really worried about it , specially because im staying at this location until this wednesday! I would like a reshippent or a refound asap.  
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi alexandra, I'll send you a message to help. :) -Laura   see post