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Customer service issue
Hi there , I was at one of your locations today and purchased some items and even thou I did give my vin card she did not scan it in as none of my purchases are on my account . How do I go about having them added
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Problem about credit card and purchasing
Hi I used my tdvisa credit card to make purchase, but it said that it is unable to authorize my card. So i tried four times ( same purchasing) and they all failed. However, I called my bank and it said there was nothing wrong with my card and the money was already taken. Now I would like to cancel these orders and I was wondering  what's wrong with the system? Will I get my money back? How can I make a purchase again?  Thank you.
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Need a color match for Bare Minerals Matte powder for color IQ 1Y05, not getting anywhere with this
Please help me with a color match for Bare Minerals Matte face powder for Color IQ 1Y05, thanks
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When will St Tropez In Shower Gradual Tan be available online again?
krisdias / NEWCOMER / replied
It says Out of stock- wondering when it will be back in stock again?   see post
Im having trouble attaching my VIB card to my account
I just got an online account and dont have my VIB card attached to the account and can't figure out where to add it. I've been a VIB member for years. Can someone help? thanks
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi static267,   I'm so sorry for the delay in responding to your post! I will send you a private message now to help you out with your account. see post
RECENT CANADIAN ONLINE PURCHASE
So this is the first issue I've ever had with online purchasing. Recently sephora opened a new warehouse in canada....it is the first online order for me I'll be receiving from here. I stalked the website all day on Thursday (fiasco) for the new becca release of champagne pop. I was able to finally purchase and complete my order around 4:30est. Normally I would receive an email right away but there was about an hour delay receiving my order confirmation...which doesn't bother me. My concern now is I still have yet to receive an email saying my order has been received or processed. The order status is sitting in "sent to warehouse". Which again,... ok I'm sure all warehouses are rammed with all the champagne pop orders... Also, my credit card only shows a pending charge when usually it is automatically right away....I'm worried my order is on the verge of being cancelled? I'll be so angry. Considering all the trouble I went through with the miscommunication for canadians to purchase this le in the first place. I'm really unhappy with Sephora in general lately. It's not a smooth of experience as it used to be. Anyone else that hasn't received a order has been processed email yet? So much for the 'faster" shipping to go along with the new warehouse.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BeautyIsPassion,   I'm sorry for any confusion surrounding your order! I'm going to send you a private message now so I can look into the status of your order for... see post
Linking my VIB Rouge Card to my Online Account
Hi, so I've been a Beauty Insider for years now, and only recently made an online account, and the online account gave a whole new Beauty Insider card number. How can I link my existing VIB Rouge card to this online account and combine the points from this new online card? Thank you!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Corvus,   It doesn't appear that you have been assisted with this yet so I will send you a private message! see post
Change to Canadian Return Policy?
I went into a Sephora store in Ottawa today and I was told that I was not able to exchange an unopened, unused gift that I was given for graduation (Fat Girl Scrub, which has irritated my skin in the past). I was told that I needed the original receipt to exchange the product but this was never the case in the past. I've always applauded Sephora for their fantastic return policy and customer service in the past, but it looks as though that aspect of the company has gone awry just like the Rouge status (which is a whole other conversation). The sales associate informed me that this came into effect on July 1st (yesterday, when all stores in Canada are closed for Canada Day). Can someone please shed some light on this? I was never informed of this change in policy - nor do I think it's fair.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi shopaholic15,   Sorry to hear about the trouble with your return - you can view details on the updated Canada return policy here:   http://www.sephora.com/ret... see post
Wrong Date of birth
Hi, this is a little embarrassing, but i have accidentally put the wrong birthday on my profile. it says October 28th but it should really be July 28th. It's been this way for years and I'd really like to have it changed!! What do I do? 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sglf,   No need to be embarrassed :) I can help you with this, I'll send you a private message to confirm the change once it's completed! see post
Kat Von D Everlasting Liquid Lipstick New Shades
I noticed on @katvondbeauty they mentioned that 3 of the new Everlasting Liquid Lipsticks were available in-stores starting today but I just went by my Sephora store and they said they had not heard anything about the new stock coming in. I have seen where some people have already purchased the new shades at Sephora stores. When are the new shades expected to be in all Sephora stores? 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bennybloom,   The new shades of lipstick are set to be available online in a little less than two weeks - regretfully as there is a fair degree of stock variation... see post
Exchange
I have an item I received as a Christmas gift (2014). It is now July (2015) and I still haven't used it. Since it's been almost 7 months since I received the item, can I exchange the gift at a Sephora store for an item that I will actually use?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi poogurt,   As it has been some time I'm not certain that the store will accommodate the exchange, however, I would suggest calling the store and asking:   htt... see post
beauty insider card and online?
I have been a beauty insider member for a while, but I always went to Sephora and purchased what I needed only in store. I finally purchased something online and I don't know how to add on my card code to my account, it just made me me a new beauty inside member. How do I fix that?
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Magdalena92 / NEWCOMER / replied
I have an account and a Sephora Beauty Insider card but they aren't linked. Can you help me as well?  Maggie  see post
Does sephora accept visa credit cards (from vietnam) for domestic shipping?
Thuydang / FRESH FACE / replied
Thank you so much. But why does sephora lock my account for security reasons? i didn't do anything. Could you please help me?     see post
STATUS: Unsuccessful Authorization
Hi, I placed an order on the 29th of June with Flash 2 day shipping and it still says: STATUS:  Unsuccessful Authorization Can someone help me please?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Nourakins,   I am going to send you a private message to assist you further with this.  see post
Order was cancelled and I was told I violated policy?
Beware! I just placed 3 orders and soon after saw one was cancelled and was told to call customer service. Customer service said I can't place 3 orders for $1 (hairties I've been wanting to purchase) and that the other 2 orders will most likely get cancelled too. They also said they can't do anything to stop it, even if I asked them not to cancel them. They are items I legitimately wanted to purchase! Has anyone else had this happen? I understand if its a large number of orders but don't think 3 orders is that bad. 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI fashionforlife18,   I am going to send you a private message so I can assist you further with this.  see post
Can I add points from recent purchase to Beauty Insider account?
Hi! I just shopped at Sephora for the first time a few days ago, fell in love, and didn't know there was a customer rewards program for the store! I just signed up, and I would like to add my purchase to my account so that I can start the program (I've kept the receipt). Could you please let me know if that's possible? Thank you!
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sunnylovin25 / FRESH FACE / replied
yeah i spent over 400.00 dollars and none of points have shown up on my account.... see post
I only received part of my points from a purchase?
A couple days ago I went to Sephora and bought two clearance items. One was $3.99 and the other was $2.99. So I paid about 7 dollars, and should have received 7 points, but I only received 4. Even though it's only 3 points I am missing, would I be able to receive the rest? I also still have my receipt if that would help.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi asdfkl,   Sure! I'll send you a PM! see post
Item Availability in Canadian Stores
Products that I love and continue to purchase have now moved on to the not available in Canada list, including my LM tinted moisturizer, Powder Foundation and my Murad skin Care line.. Will the availability in Canadian stores be changing, or is it just a shipping issue?
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BEAUTY BOSS kas045 / BEAUTY BOSS BEAUTY BOSS / replied
Thanks.  I was more concerned for the future rather than immediately.  Because if i know that they will not be getting these items stocked anymore in store i want to go ... see post
Messed up return policy?
Hi, I purchased items with a gift card and paid the overage (~$12) with my debit card.  When I returned an item ($20 + tax) in store, I only received the portion that I paid with my debit card (~$12), which is obviously less than the item I returned.  I keep checking the gift card to see if the remainder was returned to it, but it has not been.  What is my recourse now? Thank you.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RedTeamGO,   I can look into this for you. I'll send you a private message requesting more details - please check your messages when you get a chance! see post
Can I transfer a points balance to a new card?
Hi, on Sunday I went into your store and signed up for the beauty insider card. When I went again on Monday, the cashier couldn't look up my card number, and I had forgotten the card at home. Because she couldn't find me in the system, she signed me up for a new card. Is there any way to transfer the points from the first card to the second one?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sarah,   Yes we can transfer the points for you. I will send you a private message regarding this - please check your messages when you have some time! :) see post
Adding points from previous purchases?
Hi, I recently bought quite a few products while visiting New York but was only signed up to the Beauty Insider program on my most recent purchase. Is there any way I can add the points of the things I bought over the past week? I have retained all my receipts. Thanks.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi amychxn,   I can help you with this! I am going to send you a private message to assist you further.  see post
MUFE Item Restock Question
Hi! I was wondering if a Mod could please tell me if/when a few Make Up For Ever items will be back in stock? I am interested in the “Multicolored White 3” Glitter-item number 920611, the “White Violet 4” Glitter-item number 1009117, and the Diamond Powder “White Mauve 3”-item number 810143. If you could please let me know when these are expected back in stock I would really appreciate it. Thank you!
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BEAUTY BOSS VioletLavender / BEAUTY BOSS BEAUTY BOSS / replied
Thanks for your help, Randee! :) see post
Procedure to link VIB card to online account
Hi   I recently became Sephora VIB member. I am trying to link my VIB card to this online account. Can somebody help me do that?   Many thanks...  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @cloudk2,   I can assist you with this. I'll send you a private message to help!   Always, Danee see post
Missing out...where are my Sephora VIB ROUGE emails??? Has anyone else had this problem?
Love online shopping w Sephora and I'm VIB Rouge and I have never been in receipt of any emails pertaining to in store sales for VIB MEMBERs, why? I've spoken to in store staff, telephone CS, and still NO emails...  I'm missing out on great deals(I'm sure) and that's upsetting. Can someone help me please? (I've checked my junk mail, nothing, I've added Sephora to my address book, notta) I feel cheated. **Wondering how concerned Sephora is with aiding their customers not just selling a product*** Seriously frustrated, any assistance wud be great....  
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Agingracefully7,   I am sorry that you are not receiving emails from us. I am going to send you a private message to assist you further with this.  see post
Why are so many products suddénly not shipping to Canada anymore!?!...
this is like trying to shop Sephora online 5 years ago when it was almost impossible to get all the products. Things really improved and more and more products became available. Yesterday I went to place my order and over half of it had to be removed because the items no longer ship to Canada. Armani....Sunday Riley....La Vanilla....Nest....Guerlain....and the list goes on! This is a giant step backwards in Sephora retail as far as I am concerned. What happened?!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Thank you for posting a link to this thread before I had a chance to. :) Please let me know if you have any additional questions, fabulous44!  see post
KVD LE Tattoo Liner
When will this be available to Canadians????   http://www.sephora.com/five-fearless-years-limited -edition-tattoo-liner-P398516?skuId=1710946
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HALL OF FAMER veronika23 / HALL OF FAMER HALL OF FAMER / replied
Thank you. see post
my order was cancelled after paying ?????
hello sephora I placed an order on 24th of june and you took the money but then i got an email saying that my order was cancelled even after paying ? i don't understand please fix this problem and thank you.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi haya1,   I'll take a look at this for you and send you a private message! see post
Beauty Insider account
I dont remember the email i used to sign up for my Beauty Insider account. Is there a way to find out?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Elmtree,   I can assist you with this. I am going to send you a private message to get a little more information from you.  see post
Help with an order returned via mail?
Hoping a mod can help me out -- I shipped back an order with the included merchandise return label and the post office unexpectedly took 30 days to deliver it, getting it back to Sephora after the 60 day mark for returns. I haven't gotten e-mails or anything about the package I sent back (merchandise value was somewhere around $100, slightly less I think with the discount I used during chic week), so I am unsure as to whether or not I need to contact Sephora first? My tracking number shows it was delivered on June 24th so I'm not sure if they've gotten to it yet, but would appreciate any help anyone can give. 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beachyt,   I am sorry that your return has not yet been processed. I am going to send you a private message to get a little more information from you.  see post
Flash Shipping ~ Confused?
I received an email that my order was shipped on 6/25/15, but it's not expected to arrive until Tues 6/30/15. The order was placed Thurday 6/25 at 2:41 PM so based on the "Shipping Details" shouldn't I have it delivered by Monday 6/29?  I
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BEAUTY WHIZ makeupforkathy / BEAUTY WHIZ BEAUTY WHIZ / replied
Oh the nail polish.. Ok that makes sense. Thanks! see post