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Customer Support
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einai
One item from Ole Henriksen set is leaking
Hi,   I recently (about 2 weeks ago) ordered the "Ole La La Glow From Head To Toe Blockbuster Set" by Ole Henriksen. There are quite a number of items in the set so I didn't check all of them right away. Today I took out the "Truth is in the Eyes" tube and realized that it is leaking from the bottom of the tube - pretty unusual!  And it left a spot on the cardboard box where it was glued to also (please see photos), which I thought was just the glue before.   I realized that I could return the whole set, but the set is now sold out so I don't think I can repurchase it (all the other items in the box are fine). Is there a way I can get an exchange for just the "Truth Is In The Eyes Vitamin C Peel Concentrate"?   Thanks!
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rissa129
How do i link my Beauty Inside card to my online account?
My online account and my Insider card is under the same email but the points I spend in store do not show up on my online account. How do i make it so it is all under the same account?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rissa129! I can help with that. Please check your private messages when you get a chance.    Cheers!  Kevin  see post
Iheartclouds
Missing purchase history
I just discovered that an Armani foundation I recently bought, does not show up on any e-receipt, my purchase or point account?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Iheartclouds! Items purchased in store can take until the end of the day to show up on your account.  If it's been longer than a day, please let me know or give us a ... see post
EmmamDennys
How do I link my Beauty Insider card to my online account?
I can't seem to link my card to my account but I think my card might be linked to another account but I can't sign into my old account and I tried everything. All I really want is to know how many points I have and and to put my card on this account so I don't forget it again.  Thank You
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Emma, I can help with that. I am sending you a private message with more details.    Cheers!  Kevin  see post
WhiteMexRose
Beauty Points!!
I bought a "Urban Decay" iconic eye shadow from Sephora in a jcpenny and its not showing up on my purchased items or my points, im like 3 points away from 100 and not having that item is 18 more points towards my account.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@Mariasku92,   I'll send you a message as well! see post
HyebinS
why did you cancel my order?
Hi, you have cancelled my order and said "we have cancelled your order because we were unable to confirm your payment information." Can I know what is the problem and how to solve it? Please help detail answer. ((
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KRNC,   I'll send you a message now. see post
NLumin
Please advise.
I just canceled an order as it was incorrect.  If possible, would you kindly look into whether the cancellation has been accepted by the system yet?  I would like to place a nearly duplicate order (and am afraid an item might sell out) but don't want to do so until I know the original order has been confirmed as cancelled.  Thank you for your assistance.
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi NLumin, I am sending you a private message to help.    Cheers!  Kevin  see post
misskittenlee
Item missing from my order :(
For the first time ever I ordered some items online as a birthday treat to myself (I usually shop in stores since there's one close to my work). Well I opened the package today and the summer crushes set was missing :,( it's on my bill though, is it possible it's shipping separately? I was billed for it so what are my options?! 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi misskittenlee! I am sorry to hear that! I am sending you a private message to help.    Cheers!  Kevin  see post
Taylorleighw
I have 3 accounts, how do I combine my points??
I have 2 regular beauty insider accounts and one VIB all under the same email and I can only access one of the beauty insider accounts, and I'd like to combine my points too! Thank you!!!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Taylor! When creating Beauty Insider accounts, we can only use an email one time per account.  I am sending you a private message to help.    Cheers!  Kevin  see post
confused1234
Online Order Issue
I placed an order on sephora.com and after my online account was linked to my store account I dont see my order number anymore? I have my order number and proof of payment, but the order isnt showing up on my profile. HELP???
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi confused1234! When we merge two Beauty Insider accounts, you will not have access to one of those account's order history.  If you need to know when your order will b... see post
ballerinagrl
SEPHORA BRUSHES CAN'T BE SHIPPED TO UK? WHY?
I understand that numerous brands will not let Sephora send their products to the UK. I'm okay with this. I can buy them this side of the atlantic.   However I've always used Sephora brushes (as have my daughters), and when I tried to purchase some, I was told at checkout they couldn't ship to the UK.   Fortunately I'm back in Dubai in ten days, so I can pick them up there IF I have time, but it is a nuisance, as I won't be back in Boston till Christmas.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ballerinagirl,   Unfortunately, at this time there are some items that we are unable to send internationally. I understand this might be frustrating and I will b... see post
DuckE806
I recently made a purchase at Sephora and forgot to use my Beauty Insider Card.
Is there a way for me to add the points using the receipt?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DuckE806,   I'll send you a message to help add the points to your account! see post
andrea67
Returns
I bought a powder foundation a while ago and it definitely was not my shade. I want to return it but I don't have the receipt or packaging. I do have my beauty insider history that says that I purchased it. Can I still exchange it?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Andrea67,   I'm sorry that the powder shade was not a good match! Since you no longer have the receipt or packaging, you will need to provide a government issued ... see post
tammycc
How do I connect my Beauty Insider card to my online account?
I need help connecting my Beauty Insider card to my online account? Thank you!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gnsephora,   I'll message you now to link your accounts! see post
Ortena
I want to link my VIB card to my online account/e-mail.
I want to link my VIB card to my online account/e-mail. I had trouble signing up with my e-mail in the store. I think they just went ahead and registered me without it. They couldn't find that I had an account -- but when they put in my e-mail it would come up as a duplicate. 
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ortena,   I'll send you a message to help with this! see post
CourtneyNinja
4 months later can I return an online purchase in stores with no receipt?
  I bought a hair straightener back in June online, recently it has stopped working.. Can I return it in stores if I don't have the receipt?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CourtneyNinja,   Your ID will be fine! If you have specific questions about your return, you can contact the store directly: http://www.sephora.com/store-location... see post
jddelgado
Beauty insider account confusion!
I went to sephora yesterday and forgot my beauty insider card. So the cashier asked me what's my email and she told me I have three accounts. I want to delet the two and only keep the one that has my updated info but I don't know how to login in to that. I need help!!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jddelgado ,   I'll send you a message now to help! see post
JenHarding
How to add points to VIB account from recipt
My husband made a purchase and saved the recipt so I could add the points to my VIB account. Can I do that online?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JenHarding ,   Normally it outside of our policy to add points for another clients purchase however, I'll send you a message now! see post
gymkat13
I made a purchase in-store yesterday that is not showing up in my purchases.
I don't know if my card is not linked properly to my profile or what the problem is. I still have the receipt, though.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MegG70,   I can assist you with this! I am going to send you a private message to get a little more information from you. :)  see post
meanreds
Smashbox Masterclass III
Is Smashbox Masterclass III really sold out?  I have seen products that are "no longer available" come back in stock, and I would really like to know if this is the case with this pallet.  If it is I hope you can tell me when so I can scoop it up!
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meanreds
meanreds / NEWCOMER / replied
Thanks Randee!   This is great news, I do most of my shopping online because the closest store is about 2 hours away from where I live.  I'll keep a lookout for the pa... see post
tinyjenny
Dior's Creme de Rose ???
 I heard through the Grapevine that Sephora is discontinuing Dior's Crème de Rose Lip Balm ???  PLEASE tell me this is NOT true !!!  Many Thanks in Advance for Responding
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi tinyjenny!   We are not discontinuing Dior's Creme De Rose Smoothing Plumping Lip Balm. I attended a training with Dior a few weeks ago and we asked them about th... see post
apinchuk
changing my address from american to canadian how can i do that?
ive been trying all day to find out how to ship to my canadian address but for some reason on the sephora website i "cant" ship to a canadain address its strictly american how can i change that?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi apinchuk, There's 2 ways to do this.  You can scroll to the bottom of any page on Sephora.com and click on Canada next to "Now Shopping."  Or, you can go to your ba... see post
tleung
Expired Item!
I was so excited to get my Tarte foundation that was on sale for only $19 but when I got it it was expired for a few months. I threw the receipt paper and everything out already and the only proof of purchase I have is in my account and emails. I really want this foundation but I just want one thats not expired.
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BB541
BEAUTY WHIZ BB541 / BEAUTY WHIZ BEAUTY WHIZ / replied
Thank you for posting - I never would have thought to check the date but both of my Tarte foundations have the same expiration date.  Taking them back in-store tonight. ... see post
annypoo
Return shipping charges
When I buy items online sometimes it doesn't work out, I usually return it in stores. I've never tried to return an online order by mail and I was wondering if Sephora charges the purchaser for shipping? I know some other stores provided a shipping label, but will deducted from their refunded amount. So if I bought a shirt for $20, I use their prepaid shipping label, they will deducted the $5 from my return so I really only got back $15 even though I paid $20 for it. Is Sephora like that or does the cost of returning an email by mail fully paid by Sephora? I am asking because I am looking into moving and may not be living as close to a Sephora anymore.
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annypoo
HALL OF FAMER annypoo / HALL OF FAMER HALL OF FAMER / replied
Thanks Randee! That is great that sephora does that. I know of another retailer that also sells makeup that charges the purchaser for shipping items back and I think tha... see post
deb56
Q. Dr. Jart Renewalist
I received an email stating that the Dr. Jart Premium was back in stock.  I am going to order this but also wanted to order the Renewalist as well.  Any idea if that will be in in the next couple of days.  I don't want to wait too long and miss out on the Premium but I would like to purchase both on the same order since I am ordering from Canada. Thanks
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi deb56,   I just checked and it's looks like Dr. Jart's Renewalist BB Cream has been discontinued from our website and stores. :( I am sorry for the inconvenience!... see post
Clamanto
Problem!!!
 Hello, I need to know  why am I getting an 'Unsuccessful Authorization' status?  Is there a problem with my order? Because the payment has been already authorized and confirmed by the bank and is on my credit card bill !    
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Clamanto1,   I have sent you a private message to get a little more information from you to assist you further with this. Please check your inbox. :) see post
kfoy323
Hello! I received an order today and it was missing my 3 free samples! What do I do?
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kfoy323!   I am sorry that your recent order was missing the 3 complimentary samples. I am going to send you a private message to assist you further with this.  see post
ChuchuMano
Help..!!
hi, I'm not able to receive any email from sephora because the email id i provided has been blocked. can i change my email address for the same card? i don't wanna lose my VIB
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ChuchuMano!   I can look into this for you. I am going to send you a private message to assist you further. see post
JoyceeZ
Hi I have a VIB card but I cannot link it with my online account. Help please!
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JoyceeZ, I am sending you a private message to help.    Cheers!  Kevin  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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jenniefor
jenniefor / NEWCOMER / answered
A. I placed two orders since beginning of September; the first order did come with the samples I selected, but this most recent one (ie. I just received today), I did not r... see post