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returning item with email confirmation/ order statement online
Hey, i wanted to return one of my items i have bought online and i cannot find that order slip, can i show the order statement on my phone that i have in my sephora account on the site? Or could i have the email confirmation?   I would like to not have to print it out since that would require me to go and print it out at a store, but if i have to, i would do it :/
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I need to update to Flash Shipping by cancelling an order.
Hi!   I just placed an order with the Flash Shipping Checked, but it did not update during payment! I wanted the flash shipping and updated my shipping requirements, but I still got charged 5.95$ per order instead of the 10$ for the year!   I would really appreciate it if you could help me out with this technical glitch? so that I don't have to place my order again and can keep ordering stuff from the website?    Thank you, Samu  
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t Summer sale?
Hi, It says in the list that the sephora give me some lip and liner set is available on sale for $30, however when I click to buy it I am told that the product does not exist ( http://www.sephora.com/product/productNotCarried.jsp ). I am really disappointed because I really want to buy this set. It's the second product in the third row of the sale page. Is it a mistake that it's there? Or can I get a link to purchase this sent. Thanks in advance!
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anyone having issues with the site? i can't seem to see reviews. They show for a few seconds then disappear
BEAUTY CONNOISSEUR trendee2 / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / replied
Guess what folks, I'm a Mac user with the very same issues. I am a sephora vib and have been a loyal customer for a very long time. However, I do utilize reviews to deci... see post
Sick of getting wrong samples!!!!!
I usually order from sephora.com when I really like a sample. From last month to this may, I placed more than 20 orders, and half of them came with wrong samples that I didn't choose! I know sometimes samples are out of stock and they replace one of 3 samples to another. I was ok with that when it happened sometimes. But half of more than 20 orders are not "sometimes"!!! I am mad now since I got two wrong samples again today! I really wanted to receive Dr.Brandt Skincare Oxygen mask and placed two orders for it, but I never got it! I called Sephora today to complain, because me getting wrong samples is not second or third time, it happens almost in every 3 orders. But the assistant said that she cannot do anything for me and that was it!! I'm so disappointed to Sephora costumer service.
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Allie2689 / NEWCOMER / replied
Same thing is happening to me with all of my orders. If the promise of getting the free sample can't be fulfilled, then don't promise your customers that! I'm happy to g... see post
LOST/STOLEN SEPHORA PACKAGE
I placed an order on the 22nd of March and my tracking number said it was delivered yesterday March 27th at 3:07 PM but I can't find it anywhere. The tracking information says it was left on the front door. The mail was brought in the apartments but no one saw the package. I already contacted my rental office and they said they did not receive anything and they would have been there at the time the package was delivered. Please help I contacted UPS and they are running an investigation and I am very upset because I was looking forward to using my Sephora products that I purchased. I do not have the patience to wait any longer. What should I do?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AlexaApril,   I'm happy to check on this for you, and will PM you shortly for more info. see post
I recently purchase from Sephora JcPenney online, how can I add my point to my BI? Thank you
MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @ssayra82,    I'll send you a private message shortly! Please check your inbox momentarily.    Best, Mali   see post
Order still pending
I submitted a large order on Tuesday for 3 day Rouge shipping. It's Friday and the order says it's still pending and my credit card has not been charged. I was hoping to get the items within a week because of the holiday Monday (even though I should've gotten them earlier) Anyone else having this problem??
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mkmcdonnell, I'm sorry for the delay! I will look into this for you and will send you a message with more information. see post
Looks like Flash 2-WEEK shipping is back in effect
 Usually I don't even mind if free shipping takes more than 2 days, but Sephora should just be upfront about it and say that it will take longer. For my most recent order, I got a confirmation that it had shipped on 5/23 and a projected delivery of 5/25—I have a screenshot of that. But now it's 5/26 and the tracker says the order hasn't even arrived at the UPS facility yet! I actually googled "UPS on strike" to see if there was a problem there. Nope. This is not the first time this has happened to me, and I see that it's been mentioned by a lot of other people, too. A short email saying, "We're sorry, your order has been delayed" would be preferable to promising "2-day" shipping that takes over a week. Be honest: Promising something you can't deliver just creates ill will.  
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Broo127, I'm sorry for the delay! I will look into this for you and send you a message with more information. see post
Affiliate Registration
Hi.  I have successfully registered with Rakuten LinkShare.  However, I cannot find SEPHORA for USA.  Please help.  Thank you.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Myu123, I will send you a message with more information. see post
Sephora's new Lasership shipping
I have Flash shipping for a year and the delivery has always been on time but recently they switched to Lasership and its absolutely horrible. First order I had after Sephora switched to them, was delivered at 9pm .... but at least that was delivered. Since then, I have 3 orders delayed now, the "tracking info" just says out for delivery every day until like 10pm when it will say "delay from Ashburn, VA", my product isn't even being shipped from there??! My products are now late by like 4 days, not to mention the one time they actually did deliver (the first time), the box was in terrible conditions, it was ripped in multiple places and was covered in dirt. Sephora needs to switch from Lasership. Is there a way I can go back to having my products shipped by UPS? 
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Valentina27 / NEWCOMER / replied
I have flash 2 day shipping and this is the second package that is two days late. Lasership does not deliver things on time or even try to. The stores' costumer service ... see post
Need help linking beauty insider card to my online account.
I need help linking my Beauty insider card to my online account.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Xombiebby, I will send you a message to help :) see post
Status: Unsuccessful Authorization
My order says unsuccessful authorization, it has been cancelled but when I checked the account balance of my MasterCard, I found that Sephora took my $118.83. What is going on? Can I get my money back? Plz help me
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Sorry for the confusion! I will send you a message with more information.  see post
is there anything that can be done for missing samples?
Hi I was just wondering if theres anything that can be done for missing samples? I totally understand if nothing can be done as they are a privilege to receive but its my fav reason to shop online!
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bhavbrar / NEWCOMER / replied
thanks Mali! see post
gift card email deleted
Hi, I received a gift card via email a few months ago and am trying to use it now, but I no longer have the email with the associated card # and pin #, and I can't find that information elsewhere. Thanks
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cristinushm, Cash Star can assist you with this. You can contact them directly  at 1-866-286-1262 8AM-12AM EST or by email at SephoraGiftcardSupport@cashstar.com see post
My order is still pending
I contacted the customer service last week regarding my order placed on November 9.  The rep said I will receive my order by November 18.  Today is November 19, my order is still pending status.   I tried to cancel my order, rep said he couldn't because the order has already sent to warehouse.     Sephora, please tell me if you ever going to send my order otherwise I need to go to the store to purchase my product now.  I am running low.
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GingV / RISING STAR / replied
My order that I placed a week ago is still pending. What's going on?? I ordered sephora makeup through jcpenney com and I've already received it. I placed both orders on... see post
Pending order
My order has been pending for days now. I was told twice already that it might take 2-4 business days to ship out and that I would be receiving shipment information very soon. Still nothing!! Can you please tell me where my order is and if/when I will even get it?? PLEASE??
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GingV / RISING STAR / replied
I placed an order a week ago, and it says pending. I placed an order through jcpenney.com and it shipped through sephora. That arrived today, but my order directly throu... see post
AT WHAT POINT IS SEPHORA GOING TO ACTUALLY ADDRESS THE FACT THAT SHOPPERS CAN NO LONGER SEE PRODUCT REVIEWS?
CLEARING COOKIES, CACHE, AND USING A DIFFERENT BROWSER ARE NOT WORKING, NOR ARE THEY THE SOLUTION TO THIS MAJOR PROBLEM.   There are multiple conversations on this issue and there has yet to be any sort of update on how the company's tech/web team is addressing it. Sephora employees continue to give the generic "we recently updated our site, please clear you cookies, etc." That is clearly not fixing the issue for the millions of costumers using Apple mobile devices, tablets, and Safari browsers. Suggesting that we use different devices/browsers is unacceptable. The site and all of its functionally should be working and accessible on all devices. This all seems very suspicious. And as someone who spends thousands of dollars every year at Sephora, I will not be buying any products goink forward unless it's something I've already used and can attest to. Without seeing reviews, I have no way of knowing if Sephora's product claims are true. 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Em23304,    Sorry for the frustration! We have reported the issue and we are working on it.   Best, Mali see post
Tracking Number
Im in Canada, I placed an order on Feb. 27th, just got an email now with a tracking number. The link with the tracking number says it cannot be located. I've been reading other posts with similar issues, just wondering what the process is,and how long it usually takes?
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afrmalatesta / NEWCOMER / replied
Ill NEVER order online Sephora again. A Birthday Gift disaster...They said it would be delivered in 3 days...A week later- it hasnt left the factory- DONT ORDER see post
Cannot read reviews
Where are the reviews? They have disappeared off your website. I have tried on several different devices along with some friends of mine. Please do not advise using a different browser. I could see them before for several years on the same device.  This is a Sephora problem.
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BEAUTY CONNOISSEUR Em23304 / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / replied
Marieke, If you look at the chain about this same issue (that's from a couple weeks ago and has 40+ replies) you'll notice that you Sephora employees keep suggesting cl... see post
Help with linking an in-store purchase to online account
Hello   Can someone help me with linking a purchase in store to reflect it online (ie not showing up in purchases/beauty bag)?   Thanks! 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @yiibee,    I would be happy to help you with this! :) I'll send you a private message. Thank you.   Best, Mali  see post
My package said DELIVERED AT MAILBOX, BUT THERE WAS NOTHING THERE
This has been my worst experience with SEPHORA ! I placed an order and was missing an item. they sent me the item i was missing. i tracked it and said it was delivered in my mail box,but there was nothing there.. i already asked my neighbors and no one seen the mail man leave a package. Ive called sephora and they just give me the run around and cant seem to want to help me. I also emailed them and they sent me a message saying the tracking shows it was delivered and they hope im enjoying my product, how can i enjoy my product if i havent recieved it..HELP !! HAS ANYONE HAD THIS ISSUE IM NOT SURE WHAT TO DO FROM THIS POINT
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SPECIAL GUEST Mrsgt213 / SPECIAL GUEST SPECIAL GUEST / replied
This has to be my worst expirience shopping online with sephora. I understand sephora reps are busy but its totally unfair that Ive already paid for something that i hav... see post
WHAT is wrong with the website??
It has been days, constant 400 errors, When will this be fixed???
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Lemonseven / NEWCOMER / replied
Even though I've contacted sephor numerous times, the problem remains. Cannot read reviews. I've been shopping on-line at Nordstroms instead.  see post
Sephora employees rude every time you return?
I honestly never post on here, or go the extra yard to complain about customer service but I have had it with Sephora employees acting like they own the store! I am a VIB Rouge member, so It is shown that I shop at Sephora frequently. Every time I go to Sephora to return something ((Which isn't often maybe once every few months)) they made me feel like a criminal, as If I stole the product or something, even though I have my receipt and I always return products I did not end up liking in It's original package, barely used, and within a week. I honestly get scared to return something because I know the kind of attitude I always get.   Today particularity I went to simply exchange a foundation I had bought three days ago, which was too dark for my complexion. I even had the foundation which I bought swatched on my skin tone by the Sephora employees which picked this color out for me. The lady at the counter was eager to help me, but as soon as I mentioned the word "Return"  her attitude took a U-turn and rolled her eyes at me. I wanted to tell her why I was returning my items, but she didn't ask me a thing, nor did she offer me any help in finding items that would be right for me. She told me "you do know all these items returned go to waste right?" in such a snobby way. I simply told her I only used one application, and Iater on today I found out returned products become testers. So she obviously made a reason to make me feel bad. When the painful transaction was finally over she simply stared at me. When I looked back she said "What do you want now?". No "thank you" or "have a good day". I wish now I asked for her name but I was so eager to get out of there. They make me feel as If I'm a criminal or stole the product. I only buy things online now && even pay extra for shipping despite their being a Sephora 5 miles  from my house to avoid their TERRIBLE CUSTOMER SERVICE. 
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BEAUTY MAVEN cynnymn / BEAUTY MAVEN BEAUTY MAVEN / replied
I stopped shopping at my local Sephora @ 2yrs.ago. Now I do all my shopping on line. I had a return and exchange so I decided to stop by Sephora. As I made my way back t... see post
Birthday Gift after Birthday Month
I forgot to redeem my birthday gift, it was almost 2 months ago.... Can I still redeem my gift?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kacie62442, I will send you a message to help. see post
Change birth date
Hi, is there a way to change my birth date from June 23 to May 23? I don't see a way to edit that in my profile. 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Missy101709, I have updated that for you :) see post
Linking VIB account
Hi I need to link my VIB account to my online account.   Not sure wht information you need to do so.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ehi0408, I will send you a message to help with this. :) see post
Undelivered Package
Hello, I placed an order on March 22nd and it's shipped by Canada Post. On the website, it shows that my package has been delivered on March 27th at 10:35 am into my community mailbox, but these two days when I checked the mailbox to see if it was in there, it wasn't. I contacted Canada Post but they said I should contact the sender. So can you help me to solve the problem so that I can get my package? Thank you very much.   Sincerely, Yumeng Li.
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sclark123 / NEWCOMER / replied
I have had this problem as well! I ordered some Sephora products this previous Thursday, and I have been checking my mail daily for my shipment to come in. It was made ... see post
Can't check out despite order total owed being $0.00
I have been trying to make a purchase using my gift card that has not been used before. I was worried that it had been used by someone as it had been emailed to a now compromised email account and one of your BTs refused to transfer it to my account as credit, but I have checked again and again and the full total is still there.   Despite this, I keep getting a message saying that "Your Gift Card credit is less than Order Total. Please add another payment method." I have deleted the gift card and entered it again, yet the same problem comes up.   However, as my order total is less than half of the gift card credit, this does not make sense. Even the order total comes up as $0.00, signalling that I have met the order cost criteria and do not need to make any further/other payments. The 'PLACE ORDER' button remains grey, however, and there is no way to make the purchase.     I am wanting to put through this order using the 15% off RougeVIB code (despite not feeling particularly VIB from the treatment I have been receiving, which seems to be the trend with my fellow RougeVIBs...) but it will expire soon. Is there any way this can be resolved ASAP before the code expires?   Thanks.  
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SPECIAL GUEST asaphia / SPECIAL GUEST SPECIAL GUEST / replied
Hi Danee,   I've just come back to this thread because I had previously tried what you had suggested and even re installed the app, but the same thing is still happeni... see post
ADDING VIB CARD TO APPLE WALLET
I have an iphone 7 running ios 10.1.1. I have the sephora to go mobile app on my phone. Older versions of ios supported Passbook, my VIB card was added to passbook and it was easy to add coupons from emails (such as the 20% off sale one). Passbook has been replaced with Apple Wallet and my rewards card is no longer listed. The Sephora mobile app is on the list of apps that work with Apple Wallet and I should be able to add my rewards card as well as my sale coupon, but there is no option to. I have tried scanning the barcode from the coupon email, but it will not scan.
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lwoodz06 / NEWCOMER / replied
Ugh didn't work for me  see post