Customer Support
Showing results for 
Search instead for 
Do you mean 
recent transaction, help!
I recently made a transaction in store on friday 3/27 and my points are not reflecting what I bought in store at all, and the girl scanned my VIB card. Is there any way I can get some help on this please? I would really like for my card to reflect my points, also on my purchases it's not even reflecting the transaction either.
see post
I threw away my 10% vib coupon
Im going to go on a shopping spree tomorrow, can I give the SA the online code or do I need the card.  
see post
points didnt show in my account
So I made some purchase yesterday in-store, even though my card was scanned, my purchase and points did not show up in my online account.  Can anyone help? I still have the receipt with me.
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jwyn,   It can take about 24 hours for points from an in-store purchase to appear in your account, but if an error occurred and the points were added I would be h... see post
I want to link my VIB card to my online account. Can someone please help me?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lilycranied,   I can help you with this! I'll send you a private message requesting more info. Check your messages when you get a chance! see post
can someone help me link my beauty insider to my online account ?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi pathao,   Sure! I can help you with this. I'll send you a private message requesting more info. see post
I have my receipt and want to add a previous purchase to my beauty insider account!
rocky20 / NEWCOMER / replied
hello, i have the same concern can i get a message as well? :) see post
VIB
Hi, I am trying to link my VIB card to my online account and cannot figure out how to connect the two. Can you help? Thanks.
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lia723,   I would be happy to help you out with that! I'm going to send you a private message now so I can assist you with that. Thanks! see post
Adding Points
Hi there,    I have had a Beauty Insider Card for over two years now, but up at the top it says I have zero points - I have usually given the cashier my card, but seems like no points are there.  Also, how do I add a in-store purchase receipt for points? The cashier mentioned I could do so online. Can someone point me in the right direction?
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi SumH,   I would be happy to help you out with this! I'm going to send you a private message now so I can further assist you. Thanks! see post
Algenist multi-perfecting pore corrector geil moisturizer in Germany
Hi there, I was wondering why I can't find the Algenist multi-perfecting pore corrector gel moisturizer in the German Sephora online store. I bought it in NYC a in December and it was amazing, but it's empty now and I would really love to buy another one. Are there any ingredients inside, which are not allowed in Germany?
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mrspink94,   I'm sorry that you are unable to purchase that item on the German Sephora online store. We do currently ship to Germany from Sephora.com if you would... see post
Points not added to account
I purchased an Anastasia Beverly Hills Contour Kit and a Tarte Slenderizer Contour Brush today in a Sephora store, but my card was not scanned and I did not receive points for the purchase as a result. Is there a way to have them added to my account? It was about $72 worth of points and I'm going to be sad if I lost out on them. I have the receipt as proof of purchase if needed. Thank you.
see post
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jwyn! Please allow 24 hours for the purchase to reflect on your account. If it's not showing up then, let me know and I can make sure you get your points!    Chee... see post
almost up, and I certainly don't want to lose my rewards! Thank you :)
Hi all. I was wondering how to add a card to this account. My birthday month is almost over, and I certainly don't want to lose my reward! Thank you  
see post
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi there! I can help you add your card to your account! I am sending you a private message with more details.    Cheers!  Kevin  see post
broken concealer..can i exchange it?
hey, i was wondering if i could exchange my nars concealer bacause it broke and it has only been used lightly? I also do not have the box for the concealer.
see post
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI Harnoorj! For questions regarding your exchange, please reach out to your local store! They should be able to exchange it for you if they have the item in-stock.   ... see post
A photo of a receipt?
Hi,   So I recently bought a highlighter pen mistaking it for a concealer and I would like to return it for a nice heavy duty concealer. I've only used it a couple of times (bought it a few days ago) except I'm traveling right now and my receipt is at home. Is it alright if I could have someone take a photo of the receipt and I can show it at a Sephora counter to return/exchange it?    If it's not possible to return it (since I don't think I have the card) could I exchange it for a different color?    Thanks! 
see post
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TMiki! For questions regarding your in-store return, please contact the store directly! They will be able to better assist.  Regards,  Kevin  see post
VIB E-mail
I got an email welcoming me to VIB status ( yay) and it mentioned a welcome kit I could get online OR instore- however I do not see anything online- even with clicking on that part of the e-mail- I am taken to the site only. I am limited from going often to the store alas, and do most shopping now online. Can you tell me where that welcome kit is? Thanks! I just started wearing makeup at age 61 and I love Sephora! Expect to head to ROuge too lol since I hit VIB in two weeks!
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi meggieprice,   You'll be prompted to add the welcome kit during checkout when you're placing your next order! If you're not prompted, please give us a call at  1-... see post
Merging online account and Beauty Insider Card
Could someone assist me in merging my digital and real beauty accounts?  It would be greatly appreciated. 
see post
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KrushingIT, I can help you with that. I am sending you a private message with more details.    Cheers!  Kevin  see post
Sephora Rep Needed Immediately
I have been searching for a valid discount code for hours, i have placed many large orders over the past few months, the pending order in my account right now is over $300. can you please give me a satisfactory discount code so I can finally place my order? Thank you.
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AJack55,   We do not have any discounts that offer a total percentage off your order available at this time. You can view all available promotions at the followin... see post
I have two beauty insider cards and an online account...
I have two beauty insider cards and I just made an online account in hopes I could add the two cards to it. Is there any way I could link all three?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FunnyFace1957,   I can link your accounts together for you! I'll send you a private message requesting more details. see post
On-line registering error
I opened a BI acct in store but when I registered on-line my points/purchases did not show. Is there any way to link this information now?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sure! I'll send you a private message :) see post
Made a purchase instore but do not have a beuatyinsider card but i do have an online account
Is there anyway to put the points I would have earned if I had a card onto my online account? Thanks
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AmeliaGwen,   Yes, we can retroactively add the points from the in-store purchase to your account. I'll send you a private message requesting more details about t... see post
Charged for Order?
I just ordered some different products, but when I went to place the order, it said that my information was incorrect. I double-checked and resubmitted, and got the same answer. However, my card was charged once and my beauty insider points reflect the purchase as well. When I went to my personal page,it has no order number. I also did not get a confirmation e-mail. 
see post
Afaszewski / NEWCOMER / replied
Thank you! see post
Return After More Than 90 Days?
Hello, i bought a foundation in october of 2014 and i started using it in january of this year. Unfortunately it was the wrong color for me. I still have the receipt and the original packaging. Is it possible to return or exchange the product at a sephora store or is it too late?
see post
beauty2141 / NEWCOMER / replied
Thank you so much Zanna!! see post
5 free samples
I added 5 free samples to my order along with other things and I got my two items but I didn't get any of the samples! They're listed in the order form with the package and the order form online but I never actually got them. I was really looking forward to trying some of those samples out....Is there anything I can do?? Or did they just run out, which is totally understandable.
see post
BeautyNerd76 / NEWCOMER / replied
Darn! Thanks anyway! :) see post
Possible Return?
 I bought a foundation awhile ago, maybe a couple months. Its a bit over half used and the cap is missing and I don't have a receipt for it. Is there a chance I can return it because it started to break my skin out
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Maileyc,   I am sorry that the foundation you recently purchased did not work out for you. :( We are only able to accept returns on items if they are lightly used... see post
Birthday help
Hi all,    i used sed to share this account with my sister but it fell into my hands now that I do most of the makeup shopping. I was wondering how do I switch my birthday on the account? I was able to switch all other info. Thanks for the help!!
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi missrubybabii,   I can change the birthday listed on your account! I am going to send you a private message to assist you further. :)  see post
My order was cancelled and I was told I violated policy!!!!
I made an order from sephora.com. At some point, my order has cancelled. Sephora sent an  email to spend more money to keep my status. So I did!! I found a very popular lipstick which I used to pay very high price on eBay because it is always out of stock. So I bought many , I think that's why the order has cancelled. So I talked to CS and one guy told me I am fine to make order from online. However my order has cancelled again. And the other agent said I can't make order through online anymore because I violated their policy but she doesn't know which policy I violated. Don't tell me "call Sephora CS". They are very unhelpful and didn't want to help me. She seems very annoyed about my issue and it was very unpleasent experience. I am asian, and may not good at English, but I live in USA and I am a good buyer. I don't have time to go to shop. Please tell me how to fix this issue. And don't tell me call Sephora. The agent told me I will have the same answer anyway. Is it true?
see post
SPECIAL GUEST YunaBell / SPECIAL GUEST SPECIAL GUEST / replied
I totally understand your point. And I am not totally blocked because I can still log in my account. So it was kinda different situation. I bought like over 5 each shade... see post
Missing samples
I understand sometimes free samples run out, and Sephora usually tries to send similar replacements. I, however, did not receive any samples with my recent order, though they were listed on the invoice. This is frustrating, because those samples are often the only way I can test products, since I am rarely able to get to a store. Any help would be appreciated. Thank you!
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mbuch, Sorry to hear that! I'll send you a message to help. :) -Laura   see post
Laura Mercier Illuminator "indiscretion" restock?
Hi,   I was wondering if this product will be restocked.    LAURA MERCIER Face Illuminator Powder ITEM 1677731 SIZE 0.35 oz COLOR Indiscretion   Thanks!    
see post
HALL OF FAMER minibux / HALL OF FAMER HALL OF FAMER / replied
Nooo... that is not the answer that I was hoping to read.  Even if enough people are begging for this product?    Very sad... see post
hi! if i forgot to use my beauty insider card. can i still get the points for it.?
i completely forgot to give my beauty insider card during checkout a while back on a purchase i made. i just found my receipt. could i still get the points for it.? 
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi evelyn, I can add the points for you! I'll send you a message to get your info. :) -Laura see post
double charged
Hi, I literally just placed an order online and got billed twice, can a representative please help me resolve this
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi FitWoman, I just responded to your private message! :) -Laura see post
Problems with my account
Why deos it say i have 0 points on my online account I just recently became a VIB too but it won't update any of my info 
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cherie, It sounds like you have 2 accounts. I can link them for you. I will send you a message to get your info. :) -Laura see post