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Customer Support
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britanu
Can I transfer points?
Is there anyway I can transfer points? My boyfriend went to sephora today, bought everything on my wishlist but didn't want to use my account to get the points because he didn't want me to see the purchases on my account. The lady at the store said that the points he got on the beauty insider card he got could be transferred to my account but when I called to do it the guy from customer service said it wasn't possible to transfer points /: I could've sworn I've heard of people doing it. Can you do that?
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Liri13
Liri13 / NEWCOMER / replied
I'm actually having the same problem. Can you help me transfer my points as well please! see post
XxTashaxTerrorx
I'm $87 from being a VIB- online order says i need over $102 to get the kit- HELP
I got an email from sephora saying I'm $87 CAD away from being VIB, but when I go to purchase items worth $87, it says I need to put more items to get the VIB package (to become a VIB) why??
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rose88
Missing Points
Hi, I was sent a survey by Sephora about a month ago. I was promised 100 pts for completing it. I completed the survey but never received the points. The survey said the points should show up in my account in a week or two, but since it's been about a month, I think my points are missing. Can a mod help with this? Thanks!
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IGomes
Urgent: Charged twice for the same order.
Hello, I just placed an online order for $203.52 but I noticed I was charged twice when I checked my bank account online. How can I get this issue resolved?
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girin
Regarding my recent order
Hi,   I recently placed an online order (#2893263934), purchased $90.43 but only received 63 points, can you make adjustments for my points?   Also, I wish to return one of the products that I purchased due to its short expiry date and it states that I need to bring the "original packing slip and return form, credit card and the product that I want to return".     These are the only forms that came with my package. Will bringing the above forms, credit card and the product process the return or is there any other form that I need to bring for the store return?     Thanks in advance! 
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SexpertJ
Rouge member...not receving any promotions!!!!
I was upgraded to Rouge status a few months ago. Since that time I have not received any mailers or e-mails with promotions. I know part of the Rouge upgrade was supposed to involve special surprise gifts, exclusive events, and the latest and greatest in deals and promotions. But I haven't seen any of these things. Last year around this time I receive a great discount and have been waiting to get it again to make a large purchase. As someone who spends a whole lot of money at sephora it is disappointing that I seem to be getting less benefits at Rouge status than I did as a VIB.
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gatocean
gatocean / NEWCOMER / replied
I am having the same problem! see post
ecnng
Hi :) How do I link my VIB rouge card to my online account?:)
Hi How do I link my VIB rouge card to my online account? Can someone please help me?
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mami91
wrong shipment.
so sephora pack my package wrong. They sent me somebody else order along with their recipt. I've been having issue with sephora twice this month. First they ship my order to someone else house. Now they ship me someone  else order. Ive call them already. They're going to send me my correct  order. But I'll have to wait for 3 TO 4 days again. I have to ship the wrong item back. What happens if I fail to ship it back because they should just let me keep it for messing up my order twice  in a row?just a thought because for giving me such a hard time they should at least offer me with a dicount on my next purchase  or at least ship my stuff 1 day shipping.  I'm still waiting for the supervisor to contact me back.... and I haven't got any responses  back yet.
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Aimy232
Aimy232 / NEWCOMER / replied
I am always pleased with sephoras online web site shopping experience but same thing happened to me - I received someone else's order but with my correct receipt and mai... see post
Qweenstine
Product Review
Hello. My mobile only posted part of my review. Is there any way I can delete it?
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rosierosierosie
My current mod won't be back until the 28th, is there another mod that can answer
My current mod won't be back until the 28th, is there another mod that can answer and resolve ASAP thanks
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elenam13
Christmas gift with no receipt
I received the Urban Decay Electric Palette for Christmas but I already own it and I'd like to return it but I don't have the gift receipt. Can I still get store credit?
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kbmatthews
Amika switch starter kit - broke and I don't have receipt :( help?
During the F&F sale, I bought the Amika Switch Starter kit and an extra barrel. Today, as I was curling my hair, I heard a "pop" and my curling iron no longer was working. Of course, I no longer have the receipt, and of course, I've purchased too much over the last month that the order no longer shows up on my "orders" tab. I don't know what to do. I'm in Canada, so I can't just return in store and use the gift card online to get a new one. Help please?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kbmatthews,   I'm so sorry to hear that your curling iron is broken - such a bummer! I would be happy to help you out with this. Keep an eye out on your inbox, i'... see post
nycmle
Missing Package
Just wondering what's the protocol for a missing/stolen package? Initially my tracking number indicated the package wouldn't be delivered until Saturday, but when I checked for an update this evening, it said it had been delivered and left at my front door, which is not where the mailbox is located and I've never had a package left there before. When I went to check my package wasn't there
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi nycmle,    Thanks for contacting us! I am so sorry to hear that you are unable to locate your package! I am going to send you a PM so I can help you resolve this ... see post
makeupobesessed
missing promo item in order
Hi- I was missing my Fresh eye cream from the promo code delight in my last order.  Thanks for your help.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI makeupobesessed,   I'm so sorry to hear that your promo was missing from your recent order!! I'm going to go ahead and send you a PM so I can resolve this for you... see post
kaydeway
SOS PLEASE :(
I was SOOOO excited to receive my Naked 2 and complete my collection and now I am so disappointed. I opened my package just now to find that it had been damaged in shipping. What do I do/ Who do I contact?? SOS SOS SOS ((
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kaydeway,   I am so sorry to hear that your palette arrived damaged! I'm going to send you a PM so I can help you out with this! Thanks! see post
mkbarnes
There was no VIB Rouge card in my welcome kit
I was very excited to finally become a VIB rouge member but now couldn't be more disappointed. I qualified from an online order and was so excited to receive the package today with my new VIB Rouge card but there was no card in my "welcome kit". So now I'm supposed to go into a sephora store to receive my card when it should have been included in my welcome kit. I'm honestly pissed off that I've spent $1000 to now be treated with such poor customer service. I understand that I don't need the card to be a VIB rouge but what's the point in the "welcome kit" if they don't even include the card??? 
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mkbarnes,   I'm so sorry that you did not receive your VIB Rouge card with your welcome kit! Unfortunately, we do not have the ability to send cards in the mail s... see post
Midorikawa
Ordered Bite Trio, but only received one lipstick
Hi there,   I know it's holidays and I wish I didn't have to bother you mods . However, I have a bit of a problem with an order that arrived today. I ordered the Bite Deconstructed Rose Lipstick Trio that was on sale, and only 1 lipstick arrived! (Attached pics of all contents of the order) I placed another very similar order for my mom which also arrived today, and that one was completely fine with the 3 lipsticks in a box. You can also see the evidence in the different shipping weight of the Ontrac tracking - both orders are basically the same, with the Bite trio, the 3 samples and the promo Dolce body lotion, but one package is 1 lbs, and the other one (the correct one) is 2 lbs.   I've noticed that the wrong order wasn't signed by the packer (as shown in the photo) but the correct one was signed.   Please help me out as I was charged for the full order $35 + tax! It's so strange that this happened!   Thank you in advance and Happy Holidays!
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Midorikawa,   Thank you for getting in touch with us - I'm so sorry that the some of the lipsticks were missing! I will send you a private message about your orde... see post
talkplaylove
i made an in-store purchase today and forgot to use my beauty insider card.
 can i redeem my points?
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Elenae
Elenae / NEWCOMER / replied
I forgot my card as well . How can I use my receipt to put my points in my account online.  Thanks! see post
ilovelucie
emails have stopped coming from sephora
My emails have stopped coming after my accounts were combined. i've contacted sephora over 10 times about this issue and even though they keep readding me to the email list, still no emails have arrived. Please help.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ilovelucie,   I'm so sorry about that! I'm going to send you a PM so I can get this resolved this for you! Thanks! see post
colinc11223344
forgot insider care
I recently made a purchase at a Sephora store but forgot to show my beauty insider card. Is there any way to have the points added to my account with the receipt? thanks
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Tougyboat
Tougyboat / NEWCOMER / replied
Hi Zanna,  Could you send me that info as well? I'm faced with the same issue. Thanks! see post
rlm1990
VIB Rouge Update
Recently, I had noticed after making a purchase that the points were not updated to my account properly, and it turned out they were being updated in US dollars, rather than Canadian. A mod than updated them for me, and informed me that I am now of VIB Rouge status, and that the changes would take place soon. After logging in today, I see that the points have changed but it still says I am a VIB, not a VIB Rouge. Just wondering how long this will take to go in effect, since the points updated almost immediately. Do I have to make another purchase before I can get my card, and does it have to be in store? I live hours away from any Sephora store, and do most of my shopping online from Sephora, so is there any way I can have my new card mailed out? Or how does this work? Would be glad if someone could help me out with this info. Thanks 
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rlm1990
BEAUTY MAVEN rlm1990 / BEAUTY MAVEN BEAUTY MAVEN / replied
It's been 10 buisness days since the BA updated this. I don't see any changes regarding my new status on my account anywhere. The only thing that changed a few days afte... see post
barginbeauty11
not getting emails emails s
So ever since getting vib rouge I have stopped receiving emails... this is upsetting because I live for those codes and events... please help? S.O.S
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saraaii
saraaii / RISING STAR / replied
Same here, I need to get my emails back from sephora. Stopped receiving any promotional emails, I moved so I counted on my email to revive anything.  see post
BadAtMakeup
Forgot to use BI card for points
I forgot to use my BI card for my last purchase at JCP. Can I still receive points?  Thanks in advance for your help! - Lew
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BadAtMakeup,   No worries! I'm going to send you a PM so I can you with this :) see post
suggrr
Fluctuating samples are irritating
While I understand that the samples change frequently, depending on how much stock there is of each item, it's really, really frustrating to add something to my cart, check out, then have to go back and select entirely different samples. It takes about ten seconds for me to add the samples and get through checkout, so to have a sample go out of stock in that amount of time is crazy. I did this about five times in a row before I gave it a break. Then I try again and this exact problem starts happening again. It's been going on for an hour now and I just don't think a sample should be selectable if you really don't have that much of it left. Just throw it in with random orders as a nice extra!
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suggrr
BEAUTY BUFF suggrr / BEAUTY BUFF BEAUTY BUFF / replied
I hope you got your samples! One of my orders was fine, but the other contained two samples- one I wanted and one I hadn't picked- with no third sample. Very disappointi... see post
immornika
Hi. My beauty insider activity is not reflected in my account. Please help.
NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi immornika,   I'm sorry to hear about the trouble with your account! It's possible that you have two separate accounts that need to be combined. I will send you a ... see post
Lovebeauty2112
Delete Account
Is it possible to delete my account if so please tell me how.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lovebeauty2112,   I'm going to send you a personal message so I can assist with this. Thanks! see post
Vaashtii
Forum email notifications
I've noticed over the last week or so, that I'm not receiving any forum notifications. Like when I get a new private message or when  someone posts to thread to which I've subscribed.    Does anyone have any ideas on how to remedy that?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Vaashtii!   I am sorry for the late response. I am going to send you a private message to assist you further with this.  see post
babyruth828
Forgot my BI card at Sephora
I was at Sephora in JC Penney and completely forgot my beauty insider card (and it was crazy busy!). I am really close to reaching VIB Rouge and so I was wondering if there is any way to get the points still?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi babyruth828,    No worries about forgetting your card! I'm going to send you a PM so I can help you out with this!  see post
knh78
Will I receive a new VIB card?
I just became VIB and I wasn't sure if I would be sent a new membership card or if that's only for VIB Rouge.   If a new one is sent, is it automatic or do I have to request it?   Thanks!
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knh78
knh78 / NEWCOMER / replied
Thank you :D see post
erikan19
VIB Rouge
How do I attach my VIB Rouge account to my current sephora one?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi erikan19,   I can help you with that!  I'll send you a message for the details :)   xo, Mia see post