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Linking VIB card to Sephora account
I'm not sure how to link my existing VIB card to my online account.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Mel96,   I can assist you with this! I'm sending you a PM now.   Always, Danee see post
Coupon code "EYEPICK2" not working properly?
I'm trying to use the coupon code "EYEPICK2" for a purchase over $25 that is supposed to include a Lancome concealer mini AND an eye cream mini, but the selection screen keeps giving me an error saying that I can only choose one sample, so I can only choose a concealer OR an eye cream mini. Is this a bug with the coupon code?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lydiab123,   Yes, there is an issue with the EYEPICK2 promotion. I apologize! I've reported this to our technical team and they're working on fixing the issue. In... see post
Q. Returns?
I wanted to return a couple items from an order I made online. Not sure whether to mail them or go to a free standing Sephora, though it's extremely far. The card I used to place it has been canceled and replaced, so how do I go about getting a refund?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi captaainleese,   I'm sending you a private message with more information!   Always, Danee see post
The Beauty Board UnNude Lip #Sweepstakes
  Discover why neutral lips are y our new everything. Enter for a chance to win the UnNude lip #Sweepstakes, and you could be the proud new owner of a Kat Von D lip vault and more prizes!   To enter, upload your UnNude lip look to The Beauty Board  (on the Sephora App or at http://www.sephora.com/gallery/ ) between 12am PST Thursday, February 2, 2017 and 11:59pm PST Thursday, March 2, 2017. To be eligible, be sure to tag your photo with at least one lip product and include #Sweepstakes in the title. Luck favors the share-happy, so enter once every day to increase your chances. Winners will be selected randomly from all eligible entries.*   * No purchase or payment of any kind is necessary to enter or win this sweepstakes or to receive a prize. Odds of winning depend on number of entries received. Void where prohibited. Open to U.S. residents (including Puerto Rico) 18 or older and the age of majority. Must have a Sephora.com login and nickname to enter. One entry per person per day. Winners selected by random drawing to receive one of following prizes: 1 grand prize (APV $860; Kat Von D Lipstick Lip Vault and UnNude Lip Bundle, $500 Sephora gift card) and 5 runner prizes (APV $120; Kat Von D UnNude Lip Bundle). Sponsored by Sephora USA, Inc.      See official rules >
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kwiley3077 / NEWCOMER / replied
#sweepstakes #HudaBeautyMatteLipstick see post
Unsuccessful authorization
I ordered from Sephora didnt recieve an email saying my order had been shipped, so I went to my account and found the order status to be unsuccessful authorization, what is the problem on that ?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Daniell!   I'm going to send you a private message in a little bit to further assist you. :) see post
I did not receive my samples!
I did not receive my samples at my last 2 orders. Any suggestions?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi penny846,   I'm so sorry to hear that you haven't received the samples you were expecting in your last two orders! I'll send you a private message shortly to furt... see post
How do I link my Beauty Insider card to my account?
I have a VIB card that i belive is linked to another account but i dont remember the email for it. Is there any way I can switch it to this account
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Morganreefe,   I'll send you a private message shortly to further assist you.  see post
How do I delete my account??
I would really like to delete my account, please help!!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @KrisArtery,   I will send you a private message in regards to this shortly.    Best Wishes,   Janean see post
Delete account
Hello, Can one of the moderators please help me delete this account?   Thanks!
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KrisArtery / NEWCOMER / replied
Hi, I would also like to delete my account please. Any help would be appreciated.  \ see post
Change my birthday
How can I change my birthday to a March 25,1998 I have it under my moms not mine. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MaddiH,   I've updated your birthday to April 1st for you!   Always, Danee see post
#YesSephora Terms and Conditions
  Social Media Content Use Agreement   PLEASE READ THESE CONTENT USE TERMS (“ TERMS ”) CAREFULLY. THEY CONTAIN IMPORTANT TERMS THAT AFFECT YOUR LEGAL RIGHTS. WHEN YOU MAKE A SUBMISSION TO SEPHORA ON A SITE OR PLATFORM TO WHICH THESE TERMS APPLY (A “SITE” ) OR SEND THE HASHTAG #YESSEPHORA TO SEPHORA, YOU ARE CONFIRMING THAT YOU HAVE AGREED TO BE BOUND BY THESE TERMS.   Here are the highlights of the Terms (but please read the full Terms below):   You own the photo or other Content (as defined below) that you submit. Nothing in these Terms changes that.   You are giving SEPHORA a license to use the Content on/in SEPHORA’s social media accounts, marketing communications/materials (e.g. apps, e-mail), and websites.   You are also giving SEPHORA a license to use your name and image and other biographic material in conjunction with the Content.   If any third party has any rights in your Content (e.g., someone else took a photo or appears in a photo), you represent and warrant that you have all the rights and permissions needed from those third parties to grant SEPHORA the license to use your Content in accordance with these Terms and nothing in the Content is inappropriate or defamatory.   You are releasing SEPHORA from any liability arising out of its use of the Content as described in these Terms and you promise not to sue SEPHORA for such use.   Please review SEPHORA’s online Terms of Use, located at http://www.sephora.com/terms-of-use , and Privacy Policy, located at http://www.sephora.com/privacy-policy , both of which are incorporated into these Terms by this reference. Without limiting the generality of the foregoing, these Terms grant SEPHORA usage rights in and to your Content that are in addition to (not in lieu of) the usage rights contemplated in Sephora’s online Terms of Use, and the DMCA complaint process set forth in the online Terms of Use apply to your Content.  In the event of any conflict or inconsistency between these Terms and the online Terms of Use, these Terms will prevail, govern and control.   You represent and warrant that you are at least 18 years old.   You represent and warrant that the Content you submit is accurate.   You represent and warrant that (a) you own and control all rights, title and interest in and to the Content or that you otherwise have all rights, permissions and consents necessary to post and use (and authorize Sephora USA, Inc. and its affiliates, agents, representatives, licensees and assigns (collectively, “ SEPHORA ”) to use) such Content (including, but not limited to, the right to use names, images and likenesses of any third party referenced or appearing in the Content); (b) you have all rights necessary to provide SEPHORA with the license and rights set forth in Section 5 below; (c) you have complied with all applicable laws and regulations associated with acquiring and/or producing the Content; (d) all "moral rights" that you may have in such Content have been voluntarily waived by you and you do not require that any personally identifying information be used in connection with the Content that you submit, or any derivative works of or upgrades or updates thereto; and (e) all Content that you post is accurate, non-enhanced, unaltered and unfiltered. For the purposes of this Agreement, “Content” means photographs, text, graphics, video, moving images, sound, illustrations or any other materials (including any associated metadata or location information), as well as all names, images, likenesses, personas, profile information from third party social media platforms (such as Instagram, Twitter, and Facebook), social media handles, biographical information and statements of you and anyone else shown (collectively, “ Content ”).   You hereby grant to SEPHORA a nonexclusive, royalty-free, worldwide, perpetual, irrevocable and fully sublicensable and transferable license to use, reproduce, communicate, copy, modify, edit, adapt, publish, translate, create derivative works from, distribute, broadcast, stream, post, combine with other materials, publicly perform and publicly display the Content, in whole or in part, on the internet or in new media (including, without limitation, on SEPHORA’s social media accounts, on or in any digital platforms of SEPHORA (including websites, apps and e-mail), and on third-party websites and apps) for any purpose, including for promotional and publicity purposes without notification to, or permission from, you or any third party. For purposes of clarification and not limitation, (a) this license includes, and you expressly consent to, SEPHORA’s right to use and publicly display your name, image, likeness and persona; and (b) nothing in this license transfers your ownership of the Content to SEPHORA. Nothing in this license requires SEPHORA to use or publish your Content in any specific way or on a specific platform or use or publish your Content at all, and all Content is subject to selection and curation by SEPHORA in its sole and absolute discretion. Further, SEPHORA may decide to only use part or portions of your Content. You will have no approvals over the final use of your Content and you agree that SEPHORA is not responsible for any unauthorized use of Content by third parties. If SEPHORA chooses to use or publish your Content on the Site, it will be deemed to have been posted at your request.   Any statements, remarks or claims contained or depicted in your Content will reflect your honest views and experiences. When referencing or depicting brands, products or services in your Content, you further agree to disclose any material connections you may have with SEPHORA or other third-party brands or sellers (such as if you are an employee, paid blogger or recipient of free products/services). You also agree to provide supporting information or documentation related to these statements, remarks, claims, views and experiences at SEPHORA’s request.   You understand that you will not be paid for SEPHORA’s use of your Content as described in these Terms.   You agree to take any actions (including execution of documents) reasonably requested by SEPHORA to effect, perfect or evidence the representations and/or licenses and rights set forth in these Terms.   You agree that you will not submit Content that: infringes any patent, trademark, trade secret, copyright or other intellectual or proprietary right of another; is, or would reasonably be considered to be unlawful, harmful, libelous, defamatory, obscene, pornographic, indecent, vulgar, lewd, suggestive, hateful, racially or religiously biased or offensive, violent, harassing, threatening, abusive, tortious, inflammatory, fraudulent or otherwise objectionable; displays, describes or encourages the use of a product or service that could be offensive, inappropriate or harmful to SEPHORA or any other person or depicts the use of a product in a manner that is contrary to any instruction or warnings relating to the product; impinges upon or violates the publicity, privacy or data protection rights of others; violates any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising); is submitted for compensation or other consideration from any third party; contains information about people other than yourself, or contains addresses, phone numbers, email addresses, websites or other contact information; harms minors; or makes or includes false or misleading statements, claims or depictions.   Without limiting the foregoing, you agree that in conjunction with the production of your Content, you have not inflicted emotional distress or abuse on other people, have not publicly humiliated other people, have not assaulted, stalked or threatened other people, have not entered onto private property without permission, have not impersonated any other person or misrepresented your affiliation, title, or authority, and have not otherwise engaged in any activity that may result in injury, death, property damage, and/or liability of any kind.   SEPHORA may reject and/or remove any of its uses of your Content in its sole discretion.   You Content represents fair, accurate, and truthful depictions of what is represented, and specifically: (a) any products depicted are the actual products, without any enhancement, alteration, or additional ingredients; (b) any products depicted were used in conformity with the instructions on the packaging; (c) any demonstrations are depicted without any special effects or any other method which would enhance or alter the performance or appearance depicted; and (d) the Content is a fair representation of the actual performance and appearance of the products as shown in the Content.   Your Content is not confidential or proprietary and SEPHORA has no obligation of confidentiality, express or implied, with respect thereto.   To the fullest extent allowed by law, you agree to release, discharge, defend, indemnify and hold harmless SEPHORA and its employees, contractors, sponsors or any other person acting under SEPHORA’s permission or authority, from any liability, demand, claim, damage, judgment, cost, loss, expense and obligations of any kind (including reasonable attorneys’ fees), arising out: (a) use by SEPHORA and its designees of the Content, any information you provide in connection with the Content, and your name, social media platform user name, performance, image (including, without limitation, any social media profile photo) and/or likeness for advertising, publicity, promotional and trade purposes; (b) your violation of any term of these Terms; (c) a breach of your representations and warranties set forth herein; (d) your violation of any law or the rights of a third party (including, without limitation, any copyright, property, right of publicity or privacy right).  This indemnification obligation will survive the termination of these Terms and SEPHORA’s use of the You further agree to waive any rights to injunctive relief you may have in connection with these Terms.   These Terms, including the SEPHORA online Terms of Use and Privacy Policy and any other policies or agreements expressly incorporated by reference herein, constitutes the entire agreement between you and SEPHORA in relation to your Content. If a court finds any provision of these Terms to be unreasonable or unenforceable in any respect, you agree that these Terms will nonetheless be enforced to the maximum extent to which they are found by the court to be legally enforceable.   These Terms will be governed by applicable federal law and the laws of the State of California, without reference to its choice of law rules. Nothing herein will be interpreted as a waiver of SEPHORA’s rights to the Content under federal and state common law and statutes (such as rights of public domain and fair use).   *** End of Submission Terms ***
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wumsyumude / NEWCOMER / replied
#YesSephora. Thank You see post
Dissappointed!!!
can someone plz contact me !!!  I talked about my missing and broken items yesterday but nobody is getting back to me-!!! Im extremely dissappointed on the customer support!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @makeuplovaah,   I have sent you a private message. Please check your messages when you have the chance. Thanks!    Best Wishes,   Janean see post
Trying to make a Sephora purchase online
Every time I try to make a sephora purchase online, this error screen shows up. I am just wondering if I am the only one who has this occur while trying to check out. Its very frustrating because sometimes I try refreshing multiple times and this error page still shows up.    Details: I am using a Mac Book  Using Chrome   If anyone has any suggestions I would greatly appreciate it !   
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @denisers,   I am very sorry for the difficulty you are having checking out. I suggest clearing your cookies/cache or switching browsers. If the issue persists, p... see post
Payment with paypal (international customer)
Dear customer support, Why is paypal not an option when I'm a international customer?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @MissKimmiii,   At this time we are not able to accept PayPal, Sephora Gift Cards, Sephora eGift Certificates, Sephora inside JCPenney Gift Cards or JCPenney gift... see post
Change my birthday on Sephora
Hi there, I just realized my birthday is wrong on my account, could you help me change it to August 8th, 1989? Thank you very much.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @summersjj,   I have updated your birthday to 8/8/1989. You may want to lo out and then back in to see the update on your account. Thanks!    Best Wishes,  ... see post
items missing!!!
hello i opened my package today and i have three items inside that are missing and my brow powder is completely shattered!!!! i am so disappointed !! i cant believe it happened!! can someone plz help me as fast as possible!!!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @makeuplovaah,   I will send you a private message so that I can help you with this. Thanks!    Best Wishes,   Janean see post
Q. Someone is using my Beauty Insider card? I see purchases that i didn't make!
I recently logged into my sephora account and see a lot of purchases on my Beauty Insider card that I didn't make, in places I didn't go! I'm confused and don't want people using my points that I've cumulated! Can you help?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @Katiemcdade12!   I'll send you a private message shortly to help you out with this. :) see post
PLAY! By SEPHORA Box Versions: Your Questions Answered
Hi PLAY! by SEPHORA subscribers,   Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!   Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.   Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.   Q: How does PLAY! by Sephora decide which products to send to subscribers each month? A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.   Q: What if I don’t like the products I received in my box? A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home. OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or playhelp@sephora.com.   Q: What is the PLAY! PROFILE and how do I update my information? A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.   Q: What if one of the products in my box is broken, damaged or missing? A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at playhelp@sephora.com. We’re here to help!  
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BEAUTY CONNOISSEUR alee / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / replied
My profile said that my foundation is medium but I find that I'm actually light to medium.  I didn't see a way to enter this information (either in my profile or in the ... see post
Website Unusable On iPad.
ive contacted customer service via email a few times and never recieve a response re why the website is suddenly unusable on my iPad.    The menus overlap, or are unclickable.  Products are listed in one line down the page, but scrolling is impossible, as you eventually run into an ad.  What is going on?  I'd love to start Christmas shopping.
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BEAUTY PRO bharvey / BEAUTY PRO BEAUTY PRO / replied
This fixed itself after I updated iOS. see post
What does unsuccessful authorization mean?
What does unsuccessful authorization mean?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi IngaSt,   I'm happy to look into this for you and will PM you with more info! see post
return tracking
Hi!   I had to return 4 items from 4 separate orders, I used the online return tracking form, printed out the labels and dropped each off at my post office this was done before the 14th of Feb   now today when I went to check the status using Canada Post each one of those numbers are not valid in the system (triple checked they were typed in correctly)   what gives?   if I cant track the status of the items being returned how can I know they made it back safely and not be out $$?      
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tatooednurse, We can check on if for you if the returns are not processed within our time frame. It can take up to 30 days from the time you send them back to be proc... 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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angelxmoreno / NEWCOMER / replied
perfect! worked for me. Weird Sephora does not make this more obvious and allow this through their mobile app. see post
Can someone please change my birthday in my account?
When creating my account I had no idea about the beauty insider gifts. I put my birthday on a random date...   It's actually October 26th, on the same year. Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sofiacespinoza,   I've updated your birthday to March 6th for you. Happy early birthday!   Always, Danee see post
How do I change my birthday date?
Hi, I need to change my birthday date to May 25th (my real birthday) because I have put randomly before. Please let me know how to change. Thank you so much for your help!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ayesha234,   I've updated your birthday to February 27th for you :) Happy early birthday!   Always, Danee see post
combining accounts
hi, i have 2 accounts. How can I combine them?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kristilyn,   I will send you a PM to help with this in just a moment! see post
2-DAY FLASH SHIPPING...except not.
I didn't want to add to the list of Flash shipping threads, but I figured I would be acknowledged this way somehow. Anyways, I placed an order on Wednesday around 1:30pm to make the arrival of Friday. I receive a shipping notification the same night around 5:30pm. When the ETD updated the next day, it said it would arrive by Monday! The homepage clearly states that it would arrive by Friday. Not "ships by" but "arrives by" Friday.    I don't need royalty treatment even if I am a Rouge member, I just want what is supposedly advertised. And this is false advertisement.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi misamisa,   I'm sorry to hear that! I am happy to look into your order status for you, and will PM you shortly with more info. see post
Sephora PLAY!
I just had a question regarding the subscription. I wanted to know if there is any way to see that you have properly been signed up for the subscription because I know I subscribed a few days ago and today I got an email about Sephora PLAY! saying to sign up again, does that mean I wasn't subscribed properly? or just another sort of email?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jiskey1215,   I'm sorry for the confusion! In reviewing your account, it does not appear you're signed up for our PLAY! subscription. If you may have signed up us... see post
Just wanted to say thank you
I had a problem where USPS lost 2 of my packages from sephora on the same day (so sad) and the customer service rep on the phone was super sweet and replaced the items for me. I had to call twice because I didnt realize they were both supposed to be delivered on the same day and I got the same rep twice. Although the promos were already out of stock, she offered some BI points which was really nice of her. It isnt Sephora's fault that the packages went missing, so I just wanted to say thanks for the really great service and super sweet person on the phone!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
 Hi franceslovesyou :)   I'm so glad to hear about your recent experience with our Call Center and thanks for taking the time to share this with us! I've forwarded t... see post
does sephora offer military discount in stores?
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Boogieman, Sorry! At this time, we do not offer a military discount.  see post
Can I return my Tarte highlighter and get a replacement? It was shattered when I opened it!
I bought the Tarte highlighter on my trip in Chicago. I didn't open it until after I got home and already threw away the packaging. I went to use it and it's shattered in a million pieces. Can I return it and get one that isn't shattered?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Olivia222, Oh no! I'm so sorry to hear that happened. I would recommend contacting your nearest store for more information> http://www.sephora.com/store-locations-eve... see post