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Customer Support
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cinddkaitie
Is return shipping free?
dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cinddkaitie,    If you are sending an online purchase back to us you can just use the enclosed label with your order and it covers the cost of shipping back... see post
luckymama90
Are BI point redemptions shipped separately??
I just received my order and my Beauty Insider "Origins Around the Clock Radiance" isn't in with my order. It has it listed on the summary but it isn't in there Is it shipping separately? This is my first 500 pt redemption I have done, I've always done smaller ones and they are there in the box with it.
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi luckymama90,    I'm going to take a look at your account and send you a private message to help. Your point perk SHOULD be in the same box. Thanks for notif... see post
iknowitstoday
Is a packing slip NOT a receipt?
I went into a Sephora in JCPenny to return 2 lip products I got in the mail and the SA asked for my license as it was a return w/o a receipt. This has never happened to me is it new? Am I doing something wrong? Or was she confused? I don't want to be flagged returning items I have every right to return. Please help.
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iknowitstoday
HALL OF FAMER iknowitstoday / HALL OF FAMER HALL OF FAMER / replied
Thank you for your help! see post
Chickibum
No more ebates for Canadians?
I noticed someone on Facebook post about Sephora no longer being on ebates.ca, I checked as I wanted to place an order too,  and there really is no sephora on there anymore.  It was 8% just the other day,  what's going on? 
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi all, we're still looking into this and checking directly with our Canadian team for more information. We hope to have more details soon and will share when we do!  see post
theaccounting
Sephora no longer available for Ebates Canada?
I just logged on to ebates, and I no longer seem to be able to find Sephora? Is this actually happening? 
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Chickibum
BEAUTY GURU Chickibum / BEAUTY GURU BEAUTY GURU / replied
Ebates has informed me Sephora decided not to be affiliated with ebates.ca. It's actually happening. Thanks Sephora!        see post
fatimamummy
Canadians no more shop Sephora through ebates?????
Just noticed that Sephora is no more listed on ebates.ca while it is still there @ US site of ebates....Why Sephora ????? Can a MOD clarify if it is a glitch on ebates site or you are taking back Canadian customers's   opportunity to shop through ebates?????If it is so you are really screwing us Canadians.
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fatimamummy
HALL OF FAMER fatimamummy / HALL OF FAMER HALL OF FAMER / replied
Thank you for clarifying Randee, I'll contact e bates. see post
sephoraadmin2
Beauty Insider Card in Passbook for iPhone
You can now add your Beauty Insider card to Passbook on iPhone! We're excited to try the new features - how about you?       Passbook FAQ Q: What is Passbook? What all can it do? A: Passbook for iPhone and iPod touch is a feature of Apple iOS 6. Passbook has a variety of passes including gift cards, loyalty program cards, coupons, airline boarding passes, and event tickets. See http://www.apple.com/ios/ios6/ for more info. Add your Sephora Beauty Insider card to Passbook to earn and redeem points in store, instantly view your Beauty Insider point balance and receive notifications about qualifying rewards. Add your Sephora gift cards to Passbook to easily store your gift card information on your mobile device. As you use your gift card, the balance will be updated to reflect your current balance.   Q: How can I add my Beauty Insider card to Passbook? A: Update your iPhone or iPod Touch with iOS 6: 1.    On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6. 2.    From the Sephora To Go App for iPhonehttp:// www.sephora.com/iPhone or m.sephora.com, tap the top Passbook banner on the home screen or tap the bottom Passbook banner in any Sephora email. 3.    Sign in or sign up to be a Beauty Insider. 4.    Follow the steps to add your Beauty Insider card to Passbook. Now you can easily access your Beauty Insider card and view your real-time Beauty Insider points in store, plus see upcoming perks and benefits on your iPhone.   Q: I don’t know if I am a Beauty Insider. How can I get an account? A: Go to www.sephora.com/beautyinsider and follow the steps to sign up.   Q: I have added my Beauty Insider card to Passbook, and I have made a purchase, but I don't see the points updating. How do I get my points to update? A: Click on the link or banner on the back of the Beauty Insider pass, then sign in.   Sign in to Sephora to Go App for iPhone or m.sephora.com to trigger your points balance to update.   Q: How can I add my Gift Card or eGift Card to Passbook? (eGift Certificates cannot be added to Passbook.) A: First, Update your iPhone or iPod Touch with iOS 6: 1.    On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6. 2.    Follow the instructions to upgrade to iOS 6 Once you have iOS 6, you can add any physical Sephora Gift Card or eGift Card with a 16-digit gift card number and 8-digit PIN to Passbook.  1.    Get Sephora to Go App for iPhone http://www.sephora.com/iPhone or m.sephora.com, and select “eGift Card” from the home screen.  2.    Select “Add Now.” 3.    Enter the Card Number and PIN from your gift card.  4.    Enter your valid email address.  5.    Select “Add to Passbook” when your gift card is validated. 6.    Select “Add” in the upper right corner to set up your eGift Card in Passbook when the Passbook preview of your gift card is displayed. 7.    Exit the Sephora to Go app and open Passbook to view your Sephora Gift Card in Passbook   Q: I have added my Gift Card to Passbook, and I have made a purchase, but I don't see the balance updating. How do I get my points to update? A: Flip the Gift Card pass and drag down on the card to refresh your gift card balance.   Q: Can I add a plastic Sephora gift card to Passbook? A: Yes, you can add physical Sephora gift cards and any eGift Card with a 16-digit gift card number and an 8-digit PIN to Passbook.    Q: Can multiple people save the same gift card to their Passbook? A: Yes, the same gift card can be saved to Passbook on different phones. Note: Your gift cards have cash value and should be safeguarded as such.   Q: I want to purchase a Sephora Gift Card that can be added to Passbook. How can I do that?  A: You can purchase an eGift Card that can be used in store, online and via mobile from the Sephora to Go App for iPhone http://www.sephora.com/iPhone or m.sephora.com. 1.    Tap the eGift link from the home page of the Sephora to Go App for iPhone or m.sephora.com. 2.    Select the gift card design, amount, write a message (optional), then provide your gift recipient’s email address to email the eGift Card. 3.    When the recipient receives their gift, there will be an option to Add the eGift to Passbook. 4.    Tap “Add to Passbook” to easily view your current gift card balance and use in store, online and via mobile. Note: Sephora Gift Cards, eGift Cards and eGift Certificates have no expiration date, cannot be redeemed or exchanged for cash and are only available for merchandise purchases within the United States or Canada (in store only).   Learn more> http://theglossy.sephora.com/articles/44    
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi qlily74,   I'm going to send you a private message to get a little more information from you. :)   see post
victorianyc95
Online and In-Store Account
I've had both an in-store and online account for a while, but whenever I buy anything in-store none of my points show up on the site? I'm pretty sure I've added my insider card to the online account, and I've also just gotten a VIB card, will I need to sync that one with the online account as well or will it be automatic? Than you for your time.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Francestati,   I'll message you now! see post
SS77
MERGE STORE ACCOUNT TO ONLINE ACCOUNT
I am a Sephora VIB member and want to check my VIB points online however my account shows that I have 0 points. Can anyone help me with this issue? Thanks!!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sakowski ,   I'll send you a message to help!   see post
mocheetoe
A definitive answer on Kat Von D Lock It 42?
Kat Von D Lock It Tattoo foundation in shade Light 42 came back into stock this morning after being gone for so long. I quickly placed an order, but I notice now that it shows as "permanently out of stock." Did you guys really get some back in and it just sold out quickly, or was that just a fluke? I called CS but they couldn't give me a definitive answer, only that my order would be cancelled within 24 hours if they didn't actually have any stock.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi mocheetoe!   If you were able to add the Kat Von D Lock-It Tattoo Foundation in the shade Light 42 to your order, it will be included with your shipment. The shad... see post
AlicAliV
I Forgot To Use My BI Card, Can I still Add My Points?
I forgot to use my BI card on my recent purchase. Can I still get my points added to my account?
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messyhairnocare
messyhairnocare / NEWCOMER / replied
Hi Mia This Sephora thing is all new to me and not quite sure how it works yet, but krazykurls was my old account and CS has merged some other account and told me not t... see post
Anusheh
Q. Didn't get my 3 free samples?
Hi all, I recently received my package from Sephora and didn't get any of the 3 free samples I requested. There is a piece of paper attached the package that confirms the 3 free samples are part of the package contents but I did not receive them. Has this happened to anyone else? I'm assuming if they were simply out of stock then the slip wouldn't say it's part of the package contents at all...
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wildstyle
SIGHTSEER wildstyle / SIGHTSEER SIGHTSEER / answered
A. Yes...I made two orders online so far and NEVER got any of the samples I selected even though the paper said it was included. I just made a third order recently...and ho... see post
EmmyG93
OnTrac Shipping?
I am highly concerned that my package is being shipped through OnTrac instead of UPS. I've had tracking issues with UPS, but seeing the yelp reviews on OnTrac scares me. Is Sephora trying to save money by doing this? It already concerns me that there is no estimated date/time of arrival. Maybe it's too soon to tell, but I'm wondering why not UPS?
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linda84
BEAUTY BOSS linda84 / BEAUTY BOSS BEAUTY BOSS / replied
This is really concerning. My last order was delivered by then and left on the driveway for anyone passing by to grab. Now I am waiting for a second order to be delivere... see post
hx2ax2nx2
Linking my Sephora Beauty Insider Card to online account?? Help?!
How do I link my Sephora Beauty Insider Card to my online account so that both of them have the same amount of points?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Shansk8s!   I can make sure your accounts are linked. I'm going to send you a private message to get a little more information from you. :) see post
vipting
Double charges my Debit card
I just placed two orders. however, when I went to my online banking account it shows that my debit card was charged double for the same order. Total four times for two orders.  Is there something I should do before the transactions aren't pending? Thanks
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi vipting!   I would be happy to look into this for you. I'm going to send you a private message to assist you further.  see post
Hello7Yuki
Q. Help me.....
I didn't receive the package that I ordered. I check the tracking number, it said delivered. And the wired thing is in the tracking number show it ship to: CHATTANOOGA, TN, US. This is NOT where I'm livening. I livening in  Sun Prairie, WI and my order details say " ship to: Sun Prairie, WI" too. I need help/ explanation.........;( 
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Hello7Yuki,   We apologize for any confusion regarding your tracking information. Due to a system error, an incorrect tracking number may have been assigned to yo... see post
drpengie1
Linked accounts
I've just had my accounts linked in the last couple of days as I had an instore account and an online account, but now I can't use my original nickname. Also I ordered something online and I can't see it on my profile. I need to be able to track the progress of this. Thanks
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi drpengie,   In most cases, after linking an account, we keep your in-store (card) account as primary, therefore your online information would no longer populate. ... see post
lilyyy
Post your POSITIVE Sephora customer service moments here!
According to a consumer survey: " People are twice as likely to talk about bad customer service experiences than they are to talk about good experiences. "   Let's see if we can turn this statement upside down. Name names and give a shout out to Sephora mods, customer service representatives, makeup artists, cashiers and everyone who has made your shopping experience wonderful.
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MegEm
BEAUTY PRO MegEm / BEAUTY PRO BEAUTY PRO / replied
Second-hand positive experience! I've been talking to my friend about the benefits of using good skincare and makeup instead of drugstore stuff (she's in her 50s and wa... see post
jessieanneeee
Makeover
Now since I know that I can use my $25 gift card towards the makeover, how do I schedule an appointment? Should I just call in? 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Jessie! Yes! Please contact your local store and they will be able to help set you up with an appointment. :)    Cheers!  Kevin  see post
ouiLolita
VIB rouge card/ want to link to online/mobile account
I'm a VIB rouge member but I do not know how to link that to my mobile/online account so I can still receive all the points I've been racking up. Please help!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Moorchild15! I can help with that! I am sending you a private message with more details.    Cheers!  Kevin  see post
tinytiff101
Shopping in the US with a Canadian VIB card?
Hi there,   I'm just wondering if i can collect points in the same way when shopping in the US (I hold a Canadian VIB card)?   Thanks in advance!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tinytiff101,   You will be able to collect your Beauty Insider points in our U.S. stores in exactly the same way as you do in our Canadian-based stores. Kee... see post
Puddytat
Shipped to wrong address
I placed an order on Sunday. I received the shipping confirmation yesterday showing it was begun shipped to the correct address. When I looked at the tracking through UPS today , it showed that my order had already been delivered to another state. My order number is 3060652401. How do I correct this and get my merchandise?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Puddytat!   I am sorry your order was delivered to the incorrect address. I can look into this for you. I'm going to send you a private message with more informat... see post
mommy
Q. i just moved and what a hassel it was to get it right with sephora
melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mommy ,   I'm sorry to hear that! What was the issue that you were experiencing? I also moved your question from Acne to Customer Support.   see post
Tirah
Why didn't I get 3 day shipping this time?
I already sent an e-mail to customer service earlier but I thought I would ask this here too. On Sunday I placed an order that was processed and shipped late Monday. When I tracked the order through UPS it said 5 business days with a delivery date of next Monday. I've tracked it several times today thinking that it was a mistake and will get rescheduled for "early delivery" but so far nothing has changed. Not only am I supposed to get free 3 day shipping as Rouge but my order was also over $50. Why didn't I get the 3 day shipping?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tirah!  Sorry to hear that! I am sending you a private message with more details.    Cheers!  Kevin  see post
teta86
how can i add my beauty insider number to my account?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi teta86! I can help with that. I am sending you a private message with more info.    Cheers!  Kevin  see post
audrei258
Q. Survey and 100 points
Hello,   How long does it take for the 100 points to be posted to the VIB account?  I filled a survery a few days ago. Thank you!   Amy 
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vudu007
vudu007 / NEWCOMER / answered
A. Hi  I just wantes to take a moment to say thank you to Ivan @ store #88 ( River Park  FRESNO) he was so helpful. He went above and beyond to make sure I found what I wa... see post
AngelinaCheuk
Forgot to get my beauty insider points during purchase?
Is there any way I can still get the beauty insider points at this point? I still have the receipt with me. It'd be great if I could get the points back online . Thanks
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AngelinaCheuk, I'll send you a message to help. :) -Laura   see post
marisa811
Q. 2 beauty insider cards--how do I combine them?
I have two insider cards and I want to combine them so all they points are on one card and under just one email address. How do I do this?
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kayc0c0
kayc0c0 / FRESH FACE / answered
A. Hi,   So, I have the same issue. I have two cards and I would like to combine them under one email address.   How do I do this? see post
marissaneomi
Recently Purchased Items missing in Purchase Records?
I had purchased a few things in store on the 12th, and every item except for the occ Black Dahlia lip tar showed up on my online account in my purchases. I was just curious as to why that would happen, because its on my printed receipt, just didn't show up on my online account, and I'm wondering if I'm also missing points for that item.
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marissaneomi
marissaneomi / FRESH FACE / replied
Well thank you two! It does make sense that it usually happens with items excusive to certain stores because here in the Hampton Roads area of Virginia that is the only ... see post
Sal6689
VIB and online account?
I just signed up for a Sephora online account and it shows that I have 0 points. I have a VIB Beauty Insider card with points, but seems there's no way for me to merge my card with my online account. Is there a way to do this?
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Sal6689
Sal6689 / FRESH FACE / replied
Thx. see post