Customer Support
Showing results for 
Search instead for 
Do you mean 
VJ2014
Sephora Sample Policy Changed?
Hi, so I purchased about $200 during the past week in the Sephora store that I usually went to. The staffs were courteous and responsive, and quite proactive. I used some points to exchange for samples after the purchase, I can't help but notice that all samples I received are only half-full. The half-full samples are as below:   Lancome  Advanced GÉNIFIQUE Youth Activating Concentrate : 100 points, HALF-FULL. I exchanged for this twice, and noticed both bottles are only half-full.   LIVING PROOF Instant Texture Mist deluxe sample (a girl at the cashier offered to give me for a try): HALF-FULL.   Tom Ford perfumes samples: HALF-FULL. I asked for two Tom Ford perfumes samples, and the staff was quite courteous and filled two sample bottles immediately. They are half-full.   I was wondering whether this is the new sample policy of Sephora? Thanks!    
see post
hthranng
Wrong product purchased!
Hi everyone!    Okay so I went to my nearest Sephora today which is an hour away! They had a Lancome special at the store today and I figured to have them put on one of their new foundations, Nude Miracle. I told the girl I loved it and would like to purchase it. So she got my shade and I proceeded to check out. I got home and wanted to read up online about it more and noticed she gave me the wrong foundation! she gave me the Teint Idole ultra 24H. So my question to you is, Do I have to return it to the actual Sephora store where I got it or could I possibly return it to my JC Penny Sephora (If they have it?)  I would hate to drive a hour away to return it!! What should I do?! 
see post
melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hthranng,   Oh no! I'm sorry that she gave you the incorrect foundation. You can exchange it to your local Sephora Inside JCPenney location. Make sure to bring yo... see post
bertina
Hourglass Ambient Blush Palette
Is the Hourglass Ambient Blush Palette gone for VIB Rouge members? It will not let me add it to my cart. The add to basket button is grayed out.
see post
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bertina,    The Hourglass Ambient Lighting Blush Palette is currently out of stock. I am trying to find out more specific information on when it will become... see post
lemonbars
BI card/online account - how to sync?
Hi there! I am having trouble linking my new online account to my BI card. Can someone message me please?
see post
melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lemonbars,   I will send you a message now to link your accounts together! see post
ydnam
Split payment ?
Can I pay for my order with a gift card and put the balance on my credit card?
see post
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
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.
see post
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gingerblack,   We have reached out to our team that handles this. We will be in touch with you as soon and we have more information. 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.
see post
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! 
see post
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
see post
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?
see post
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
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
see post
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
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
see post
melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
It should be available for everyone sometime in Oct! Thanks for your patience. 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?
see post
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
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...
see post
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
Birdkly
No samples?
Good Morning. I didn't receive any samples with my most recent order.  why is that?
see post
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!
see post
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.
see post
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?
see post
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
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?
see post
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. 
see post
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!!!
see post
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. 
see post
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
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
see post
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?
see post
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi linkinjaya, I'll send you a message to help. :) -Laura   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.
see post
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
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.
see post
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
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
see post
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sadandassii, 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.
see post
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
xbbkay
account inquiry
Hi, I think i may have 2 beauty insider's account. My online account does not show my recent purchase, other then my online purchase. I"ve recently purchased something at the sephora store, using my VIB card. The points on my VIB card does not match that stated on my account online. Please advise.
see post
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi xbbkay! I am sending you a private message to help.    Cheers!  Kevin  see post