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I am a VIB and I have my card, but I don't remember my email that I used. What do I do?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BriannaLara,   I can help you out with this :) I'm going to send you a PM now. Thanks!  see post
No free samples.
What is up with the free samples lately? Got an order last month that didn't have any samples in it and today's order arrived today with only one sample.   
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi checkru,   I'm so sorry to hear your samples have been missing from your recent orders! I'm going to send you a PM now so I can assist you with this. Thanks!  see post
Payment options
I was just wondering if I can use a Visa Gift Card as a payment option? I have a balance of 43 cents because I was short that amount after entering my gift cards and I don't really want to have to put 43 cents on a credit card. That's all, thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MakeupLover1941,   We do accept Visa Gift Cards! If you need assistance with placing an order, please give us a call at 1-877-SEPHORA. Thanks!  see post
Unsuccessful authorization but I was charged
Someone please help me! I made quite a big order (almost $700) and my shipping status showed 'unsuccessful authorization'. I called in and a representative told me that this was because I accidentally put down my address twice...   However, my bank card has been charged!!! I was told I had to wait 45 days for this to be reversed... How are you able to take money out of my account within minutes of me ordering something, but I had to wait 45 days for it to come back to me?! I'm not going to even receive my items! Someone respond ASAP as this is not a low amount of money and I need it back immediately.
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SharonaNowak,   Oh no! I would be happy to look into this for you. I will be sending you a private message regarding this. Please check your inbox when you have a... see post
I got a VIB card in store, but I don't think this card is connected to my original account.
I used my email address to sign up for beauty insider when I was purchasing online for the first time. Serveral months later I got a VIB card in store, but the assistance did not ask for my email address or my phone number. When I tried to log in again I found out I my account astatus is still beauty insider. I was wondering if i have multiple accounts? Can someone help me to link my VIB card to my email address (original accounts) and transfer the points into one account? Thanks.
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi qqbai,    I would be happy to look into this for you. I am going to send you a private message regarding this. Please check your inbox when you have a moment. Tha... see post
Return Sephora Favorites set with one time use mask?
Okay so almost a month ago I bought the Skin Wonderland set. It comes with about 11 different skincare products. I've been playing around with the products and the majority of them irritated my skin (my skin is sensitive) so all the products are still almost full, except the mask it came with. It came with a one time use mask, which I used obviously. Would I be able to return this still? I have all the other products and the original packaging or would I not because one of the products were used? Or is it at the discretion of the store?
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BEAUTY PRO ThatGurl16 / BEAUTY PRO BEAUTY PRO / replied
Thanks for responding! I called the store and they were able to help me.  see post
How long does it take for a product to restock after being sold out?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ShelbyCooper,   It depends on the specific product! If you provide me with the brand/item name, I can check our inventory system for you! :)   Always, Danee... see post
Does Sephora Price Match?
Tarte is currently having their friends and family sale for 30% off. Can Sephora price match this? I'd rather purchase at Sephora than Tarte. Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gracein19,   We do offer price matching within certain rules and limitations - regretfully we only offer price-matching on a competitor's regularly priced items, ... see post
Is it just my local outlet?
Have the free samples on checkout been discontinued or is it just my local outlet that has dropped the ball? The last few times (3 or 4) that I have been to my local Sephora outlet there were no samples offered, and yesterday when I inquired about them I got a blank stare and then told that there were none but she could maybe put together some fragrance ones if I really wanted. If I really wanted. What?  Did I miss an announcement about this?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DLThome,   I'm sorry for the confusion! While the Sephora store you visited may not have had pre-packaged samples at the time, you can always request for samples ... see post
Sephora Beautiful Crush
When this first came out, it costed around $50. Now, it's on sale for $29.99, and it's new normal price is cheaper than what I originally spent. Is there any way to get my money back? Its too late to get a refund.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi XuanandSabby,   We only offer price-matching within 5 days of purchase, so if we are outside of the online return timeframe of 90 days we are also outside of the ... see post
What should i do with this
This is what I got. This is what I saw when I opened my box. It is becca highlighter I got through promo code Instaglow. I don't know how can I claim for damages. Please help me feel better about this.        
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SPECIAL GUEST yesuli / SPECIAL GUEST SPECIAL GUEST / replied
Umm.. where is the contents?   see post
Transfer points
How can I transfer points I have from one account onto my my main account? 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi wawa999,   I'm happy to help with this! I will send you a PM shortly for more information. see post
I was needing help linking my VIB card to online account. Thanks in advance!
I have the silver VIB card that I use in stores and I was needing to make a large online order but it shows I have no points. I just wanted to make sure I get the points for this order before I make the order. Any help would be appreciated!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi hschnaufer,    Upon review, I can see that someone assisted you with this via Live Chat! Feel free to send me a private message if you need further assistance wit... see post
Edit My Reviews
I recently reviewed a coupl of products for Kat Von D's beauty products but I accidentally forgot to add important information in my review. Is there any way that I could possibly edit my review to add more important information? 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SophisticationU,   I would be happy to assist you with this! I am going to send you a private message. Please check your inbox momentarily.    Best, Mali see post
Card Charged!?
Hey i was charged for an order which i did not place. It said i missing information on my card several times while trying to order. So I ended up just not placing the order. Now I see I'm being charged... for what? I didn't purchase anything. Is there someone that I can speak to, to get this figured out?
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sxrd,   Sorry for any inconvenience caused. What you are seeing are most likely pending authorizations from the failed order attempts and not full charges. I woul... see post
Wrong Birthday
hey! My birth date on my account is not the real one, I don't know how and why it is in May but my month of birth is July! How can I change that? 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi maurane28,   I would be happy to take a look at this for you! I am going to send you a private message. Please check your inbox when you have a moment. Thank you!... see post
my online order I received today in the mail is missing the beauty blender cleanser solid any recommendations? please and thank you
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi goldielocks1234,   Sorry to hear that this was missing from your order! I am going to send you a private message regarding this. Please check your inbox when you ... see post
HELP MISSING PACKAGE/NOT RECIEVED.
I've never had a problem with any of my orders but today was the worst day ever. I checked the status of my package it said it was delivered but I checked my front door(porch area), NOTHING. I walked around my neighborhood, asked my neighbors if they've seen a Sephora package and they said no. My neighborhood has no thieves or never has been an incident where a package was stolen.  I'm really upset because it was a birthday gift! I don't know what to do. Sephora is an amazing company, never had issues with them. 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi GigiReyes17,   Oh no! I would be happy to take a look at this for you. I am going to send you a private message regarding this. Please check your inbox when you h... see post
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How can i link my rewards card to my online profile? 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lvpink,    I would be happy to assist you with this. I am going to send you a private message regarding this. Please check your inbox when you have a moment. Than... see post
I have a Linkshare account and I can't find the Sephora US Affiliate Program. Can you please help?
   
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi 7eventhcents,   I'll PM you shortly with more info on this! see post
Lost package??
My package was sent out through Canada Post and the tracking says it was left on my front door and there is nothing there. Checked the mailbox, my neighbours basically anywhere it could be and its no where to be found. Even called canada post and they dont know either. Help would be appreciated!!!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Fizzie,    I would be happy to look into this for you. I am going to send you a private message regarding this. Please check your inbox when you have a moment.  ... see post
I entered the wrong address by mistake
I placed an order about 5 minutes ago and just realised I entered the wrong address. Please help me and let me know how to fix it asap, as I chose the 2 day shipping option!  
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jhanvi,   We apologize for any inconvenience. Once an order is placed, we are not able to modify the order. I am going to send you a private message with addition... see post
Linking Card to account
Hi, I have had my Sephora Beauty Insider card for some time now, and just recently opened an online account. I would appreciate it if someone could assist me in linking my card to my account. Thank you!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MCta,   I can help with this! I am sending you a private message regarding this. Please check your inbox when you have a moment. Thank you!   Best, Mali see post
Wrong Email
Hi,    I recently received VIB but it turns out they had my email address wrong this whole time. How do I get my existing points onto the account with my actual email??   Thanks
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hazelof, I will be happy to help with that. I will send you a message for your info :) see post
Question for Sephora Team about IGK Amaro Ombre Highlight Spray
I've been eyeing the IGK Amaro Ombre Highlight Spray for summer, and I was wondering if Sephora had an estimate as to when they expect it to be in stock. Thanks!
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HALL OF FAMER tessie84 / HALL OF FAMER HALL OF FAMER / replied
Thanks so much for looking into that for me and your help! see post
No samples...?
I made an online purchase and I was super excited about the 3 sample items i was supposed to get and yet when I received my package I didn't receive any of the samples ,im bummed that I will not try them out , is this normal to not receive the samples ?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Rodriguezjazz1,   I am very sorry about that! I will send you a private message, so that I can help with this. Please check your messages at your earliest conve... see post
VIB Rouge Concierge: What happened to the VIB Concierge team atrocious and OUTSOURCED overseas?
VIB Rouge Concierge confusion:   What happened to the VIB Concierge team? I had to contact them for a serious issue and the first day I spent 30 min on the phone trying to get through a language barrier with the woman who answered and could not conceptualize my issue. I finally out of frustration asked to recontacted by a supervisor (who hopefully understood english and contextual issues) only to not get a call back. I then had to call again the next day and find out she'd put in the system notes "great detail" to my "issue" which was NOT even my issue! I then had to spend an additional 30 min on the phone with another concierge who also could not understand nor conceptualize my issue and also had great difficulty understanding english and her phone line sounded like she was on the opposite of the planet earth. Turns out, no joke, she was because I ended up getting a call back finally IN THE MIDDLE OF THE NIGHT from Switzerland and a second call then (because i was using the bathroom) Chec Republic! What is going on here? 1000k a year annual spending gets me a call center across the planet for which the persons cannot even understand english nor concepts? Also both times the person left a vm saying in a menacing tone "you are on a recorded line" as if I was in talks with law enforcement or the IRS for gosh sakes?!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry to hear that! I will send you a message for more information. see post
forgot to get points
Hi, I made a purchase in store today, but forgot to get points on my sephora card. Can I still get them as I have my receipt with me. Thanks
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi naqvim,   I'm happy to help and will PM you in just a moment for more info. see post
Linking Beauty Insider Card to Online Account
I also need help with linking my beauty insider card to my online account. Any help would be greatly appreciated!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @ShaynaM22,   I will send you a private message as well. Please check your messages at your earliest convenience. Thanks!    Best Wishes,   Janean see post
Internet fault or available to purchase?
Hello!   So the past few days I've seen that the Anastasia Beverly Hills' Veronica liquid lipstick color has been made available to buy for a limited time online.   However, this color only seems available for a short period of time before becoming unavailable again. I asked Sephora to notify me by email for when the color is in stock, but it hasn't even though the color appears online at certain times. So this makes me wonder is it because of an internet fault which is why the veronica color is appearing and then becoming out of stock a while later or is it actually now available for purchase?   Thanks!   Maria X
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SPECIAL GUEST MariaT3E21FBGR / SPECIAL GUEST SPECIAL GUEST / replied
Thank you!   All the best,   Maria X see post