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ydnam
Split payment ?
Can I pay for my order with a gift card and put the balance on my credit card?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ydnam!   Yes, you can definitely use a Sephora gift card for part of your order and pay for the remainder of the order with a credit card. see post
1337minx
I bought stuff instore, but forgot to show my BI card... can I still get my points?
I'd really like to benefit from the points and still have my receipt... is it possible?   Also could I get a new card sent out to me? Mine went through machine and dryer and is a bit wonky now.    Thanks!
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1337minx
1337minx / NEWCOMER / replied
Hi Kevin,   I didn't get a private message from you about this... please can you try resend?   Thanks! see post
gingerblack
Mods! Charged for "free" Nude face wash
I messaged Candance, but I need this resolved asap. My roommate accepted the Nude face wash that was sent out and UPS charged him 36$! I would like a refund because there is no way I would have wanted this "free" product if it was actually going to cost 36$. Really upset about this.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gingerblack, I'm sorry to hear that.  :/  This sounds like something Candace will need to resolve so I will forward this to her.  She should be getting back to you in... see post
sangriana
UD feminine palette arrived bumped
I recently received the UD feminine palette that was on sale, and found the case bumped like this. The shadows are still intact, but packaging is very important to me when it comes to palettes! Is there a way to fix the bumps? I really wish the palettes in the sales section were better quality.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
I'm sorry your palette arrived in that condition! I am sending you a private message to help.    Regards,  Kevin  see post
bekahkst
Redeem Points From Past Purchase
I was at a store, but didn't have a card with me to give during checkout. Still have the receipt, but I'd like to redeem the points.   Much thanks! 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bekahkst! I can help with that. I am sending you a private message with more details.    Cheers!  Kevin  see post
josefer
order
I have a question regarding a damaged order could someone from CS get back to me?Thanks
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Josefer! It looks like we already have some customer service reps assisting you. They will get in touch with you shortly if you still have questions regarding your or... see post
GREENTANGERINE
I keep getting unsuccessful authorization. What's going on?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Greentangerine, I am sending you a private message to help.    Cheers!  Kevin  see post
Jcperkns
Missing samples from shipment
Hi, I just received my online order and all the samples were missing! The main reason I shop online versus in store is so I can try out new products. And my last order was missing an actual item I purchased. Is this becoming an issue or did I just get unlucky both times?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jcperkns! Sorry to hear that! I am sending you a private message to help.    Cheers!  Kevin  see post
funnygirl62
product availablity
will the hourglass ambient lighting blush palette become available to anyone besides the the vib rouge members?  if it will when should I start looking for it?  it is a horrible tease to show something so wonderful and not let me buy it
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annicus
BEAUTY MAVEN annicus / BEAUTY MAVEN BEAUTY MAVEN / replied
Will there be an exclusive for VIB's also, or will it just go from VIB Rouge exclusive to everyone?    I have heard 10/1 as the date it will be available to everyone. see post
ShannonLR
How can I connect my VIB card to my account?
I'm having trouble connecting my VIB card to my online Sephora account. I want to access my points but it is my first time ordering online. Help!!   S
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ShannonLR! I can help with that. I am sending you a private message with more info.  Cheers!  Kevin  see post
ydnam
free shipping Canada vs US?
hi Sephora team,   I see that a Canadian order requires a minimum $75 for free shipping and a US order is only a $50 spend. Why is there such a big discrepancy? The prices are already higher on the Canadian site so I fail to understand why I need to spend more on the actual products AND on my overall order to get free shipping. I am tempted to ship to the US and have my friend interoffice to me to save the money.   Is there a reason for this difference?   Thanks in advance...
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ydnam!   Our shipping minimum differs for Canadian and U.S. clients because of the increased cost for us to ship items from our Distribution Center in the U... see post
sephoraadmin2
Beauty Insider Card in Passbook for iPhone
You can now add your Beauty Insider card to Passbook on iPhone! We're excited to try the new features - how about you?       Passbook FAQ Q: What is Passbook? What all can it do? A: Passbook for iPhone and iPod touch is a feature of Apple iOS 6. Passbook has a variety of passes including gift cards, loyalty program cards, coupons, airline boarding passes, and event tickets. See http://www.apple.com/ios/ios6/ for more info. Add your Sephora Beauty Insider card to Passbook to earn and redeem points in store, instantly view your Beauty Insider point balance and receive notifications about qualifying rewards. Add your Sephora gift cards to Passbook to easily store your gift card information on your mobile device. As you use your gift card, the balance will be updated to reflect your current balance.   Q: How can I add my Beauty Insider card to Passbook? A: Update your iPhone or iPod Touch with iOS 6: 1.    On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6. 2.    From the Sephora To Go App for iPhonehttp:// www.sephora.com/iPhone or m.sephora.com, tap the top Passbook banner on the home screen or tap the bottom Passbook banner in any Sephora email. 3.    Sign in or sign up to be a Beauty Insider. 4.    Follow the steps to add your Beauty Insider card to Passbook. Now you can easily access your Beauty Insider card and view your real-time Beauty Insider points in store, plus see upcoming perks and benefits on your iPhone.   Q: I don’t know if I am a Beauty Insider. How can I get an account? A: Go to www.sephora.com/beautyinsider and follow the steps to sign up.   Q: I have added my Beauty Insider card to Passbook, and I have made a purchase, but I don't see the points updating. How do I get my points to update? A: Click on the link or banner on the back of the Beauty Insider pass, then sign in.   Sign in to Sephora to Go App for iPhone or m.sephora.com to trigger your points balance to update.   Q: How can I add my Gift Card or eGift Card to Passbook? (eGift Certificates cannot be added to Passbook.) A: First, Update your iPhone or iPod Touch with iOS 6: 1.    On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6. 2.    Follow the instructions to upgrade to iOS 6 Once you have iOS 6, you can add any physical Sephora Gift Card or eGift Card with a 16-digit gift card number and 8-digit PIN to Passbook.  1.    Get Sephora to Go App for iPhone http://www.sephora.com/iPhone or m.sephora.com, and select “eGift Card” from the home screen.  2.    Select “Add Now.” 3.    Enter the Card Number and PIN from your gift card.  4.    Enter your valid email address.  5.    Select “Add to Passbook” when your gift card is validated. 6.    Select “Add” in the upper right corner to set up your eGift Card in Passbook when the Passbook preview of your gift card is displayed. 7.    Exit the Sephora to Go app and open Passbook to view your Sephora Gift Card in Passbook   Q: I have added my Gift Card to Passbook, and I have made a purchase, but I don't see the balance updating. How do I get my points to update? A: Flip the Gift Card pass and drag down on the card to refresh your gift card balance.   Q: Can I add a plastic Sephora gift card to Passbook? A: Yes, you can add physical Sephora gift cards and any eGift Card with a 16-digit gift card number and an 8-digit PIN to Passbook.    Q: Can multiple people save the same gift card to their Passbook? A: Yes, the same gift card can be saved to Passbook on different phones. Note: Your gift cards have cash value and should be safeguarded as such.   Q: I want to purchase a Sephora Gift Card that can be added to Passbook. How can I do that?  A: You can purchase an eGift Card that can be used in store, online and via mobile from the Sephora to Go App for iPhone http://www.sephora.com/iPhone or m.sephora.com. 1.    Tap the eGift link from the home page of the Sephora to Go App for iPhone or m.sephora.com. 2.    Select the gift card design, amount, write a message (optional), then provide your gift recipient’s email address to email the eGift Card. 3.    When the recipient receives their gift, there will be an option to Add the eGift to Passbook. 4.    Tap “Add to Passbook” to easily view your current gift card balance and use in store, online and via mobile. Note: Sephora Gift Cards, eGift Cards and eGift Certificates have no expiration date, cannot be redeemed or exchanged for cash and are only available for merchandise purchases within the United States or Canada (in store only).   Learn more> http://theglossy.sephora.com/articles/44    
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi GiovaaVictoriaa,   I can assist you with this! I am going to send you a private message to get more information from you. :)  see post
ntailor
Ordering, Email & Beauty Insider Points
I wanted to know, if I change my email address temporarily does it affect my beauty insider card?  Like it will be a zero balance?   I was possibly thinking of using a different email address to order stuff and then change it back right after.   How will this affect my Beauty Insider Points?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ntailor,   If you change your email address temporarily, it will not change the balance of your Beauty Insider card. I hope this helps! see post
Birdkly
No samples?
Good Morning. I didn't receive any samples with my most recent order.  why is that?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Birdkly! I am sorry that the samples were missing from your recent order. I am going to send you a private message to help! see post
KGC1016
Card Charged When Order Failed
Hi! I tried to make an order earlier and tried three times but it said that my card would not go through. When I checked my banking account online, it was charged three times. How can I get my money back to my card?   Thanks!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KGC1016,   The pending authorizations you are seeing on your account are temporary authorizations from failed order attempts. These authorizations will drop off o... see post
maymaymakeup
i only received 1 of my 3 samples that were on my packing slip. is that normal?
i ordered off sephora a few weeks ago and when my package came i only go one of my samples in the mail. is that supposed to happen because they were the two samples i really wanted to try and hopeful buy the full size at sephora later. point is, am i the only one this happened to and i can i still get my samples.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maymaymakeup!   I sent you a private message regarding this. Check your inbox for more information. :)  see post
Riya3
Online and in store prices
Hi I saw an item online on the sale page and I was wondering if I went to the store to buy the exact same item, would they price match it for me?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Riya3,   This is up to the discretion of the store. For more specific information, I recommend reaching out to the store directly by phone. Please visit our store... see post
kbmatthews
Missing Samples?
So I got one of my orders today, and all the samples (including the one that needed a code) was missing. It clearly shows on my packing slip I was supposed to get them with this order. Anyone else have this happen?    I figure my best bet is to contact customer service, but I'll be bummed if I don't get the deluxe sample since its OOS now. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maymaymakeup,   I am sorry that the samples were missing from your recent order. I will send you a private message to get a little more information from you... see post
Bonster117
In store purchase - no VIB points :(
Hi there, I made a purchase in store a few days ago and I think the sales associate forgot to put in my beauty insider information. I didn't get any points from the transaction and it isn't showing up in my "recently purchased" section when I login online. Is there a way to get points for this purchase?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Bonster117,   I am sorry that the Beauty Insider points were not added for your recent purchase. I am going to send you a private message to get a little mo... see post
SG8Dancer
Packaging disaster, please help.
Hi,      I just received an order from sephora today and its a total disaster. The order included: Briogeo Green Tea Shampoo Briogeo Deep conditioning mask REN Rediscover Radiance Kit PMD No Makeup Foundation Serum Deluxe Sample      The bottle of shampoo is completely empty as it has spilled entirely within the package. Every single thing in the package is drenched in shampoo, to the point that the boxes, package, receipt are soaked and falling apart, shampoo leaking into everything and out of the package. The cloth that is included with the REN skincare kit is also soaked in shampoo. I don't live near any sephora store, and the package and return label are completely unusable. (I can attach pictures if needed). Please advice. Thanks you very much for your time and support. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SG8Dancer,   I am very sorry to hear that your recent order arrived in such poor condition. :( I am going to send you a private message to assist you furthe... see post
marcelaibanez
Didn't get my points.. Help
i made two transactions today and i didn't get my points....  help PLEASE!!!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi marcelaibanez!   I can help you with this. I am going to send you a private message to get more information from you.  see post
nishab31
Samples not received
I did not receive my free samples along with my purchase when I specifically ordered online just so I could get these samples. Had I known this, I would not have ordered online and saved myself some duties and taxes. I am SO disappointed and angry. 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nishab31,   I am sorry that your samples were not included with your recent online order. I am going to send you a private message to get a little more informatio... see post
whitneyj0508
Didn't receive samples
I received my Sephora order today, and 2 of my 3 samples were not included I specifically order my items online instead of going to the store so I can try these free samples. What's going on? I'm very disappointed.
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nishab31
nishab31 / NEWCOMER / replied
Same here! I ordered online for the same reason and all three of my samples did not come! I am very disappointed as well. Probably will not be ordering online again.  see post
Abcdefg987
Birthday Gift
Hi, I forgot to get my birthday gift on my birthday, is it okay to still go get it if it is a week later? Thanks
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Abcdefg987 ,   You will be prompted to include the birthday gift during checkout with any online order placed within 28 days of your birthday. If you're ha... see post
linkinjaya
my points on the beauty insider card is not showing up?
my points on my beauty insider card is not showing up online, also i have two accounts can i merge these two accounts?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi linkinjaya, I'll send you a message to help. :) -Laura   see post
Jinero616
where is my order
After my account was linked my VIB ROUGE I  cant find my old order? What can I do now?  I don't know how to find the order history about the this order.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jinero, Sorry for the confusion! When I linked your accounts, the account that your order was placed on was deactivated which means that you will no longer have acc... see post
sadandsassii
Points and purchases not showing up?!
Hi, so yesterday I went to sephora and bought some items. I thought I used my beauty insider card but the cashier was very flustered about something and asked for my email instead, I should have made vib yesterday! I only realized after I left that I didn't get anything for being vib or even get told that I moved up. I checked my account today and the purchases and points aren't there! Someone please help! I still have the recipt and everything. I don't have another Sephora account either
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sadandassii, I'll send you a message to help. :) -Laura see post
MrsMoreno102409
Return Question
I bought something at sephora.com can I return it to a sephora inside JCPenny's? It is still in the package,and unopened.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MrsMoreno102409,   Yes you can! Please bring your order summary with you in order to process the return. Thank you. see post
sephoraadmin2
NARS 20th Anniversary Celebration #SephoraNARSsweeps on Instagram
Help us celebrate the 20 th anniversary of NARS Cosmetics! In honor of this exciting milestone, on September 18, one lucky Sephora Instagram follower will win the ultimate prize package: an exclusive anniversary tote filled with 20 NARS cult favorites!     To enter for a chance to win, make sure you follow @Sephora on Instagram. Between September 17, 12pm PDT and September 18, 12pm PDT, post an original Instagram photo of your favorite NARS product. Be sure to include #SephoraNARSsweeps in the caption of your image. All valid entries received during the sweeps entry period will be eligible to win. The winner will be selected at random from the pool of eligible entries. Watch your Instagram feed on September 17—18 for updates. NO PURCHASE NECESSARY TO ENTER OR WIN SWEEPSTAKES.   See official rules below>  
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lybu
lybu / NEWCOMER / replied
Done and done  see post
theaccounting
Sephora no longer available for Ebates Canada?
I just logged on to ebates, and I no longer seem to be able to find Sephora? Is this actually happening? 
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milmil
milmil / NEWCOMER / replied
umm, ebates is one of the reason I shop at Sephora, the other reason being Sephora's unique brand selections.  from now on though, unless an item is only available at Se... see post