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Customer Support
CFbeautylover
Can you use a canadian 10% card in the U.S.?
Hi, I'm canadian and just got VIB and got the 10% off card. I'm going to florida this week and I want to use the card on a perfume that is not sold in Canada. Am I allowed to do that?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi CFbeautylover, Yes, the VIB 10% code can be used in US or Canadian stores! :) -Laura see post
anomaly253
VIB
I became a VIB last month,I never got the coupons you are supposed to get or the card. I went to sephora today and was able to get a new card but she was unable to give me the coupons?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi anomaly253, Sorry to hear that! Sometimes the stores run out of the welcome kits. We recommend that you request your welcome kit to be included with your next stor... see post
vanillammm
sephora delete all 5 finger polish remover
Came online to reorder the Sephora Formula X "Delete All -  5 finger nail polish remover" tub and can't find it.   The product hasn't been out that long - has it been discontinued? Will it be coming back?   Thanks in advance for any info you can give me. It is the best polish remover I have ever used and I am bummed I can't find it.
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vanillammm
HALL OF FAMER vanillammm / HALL OF FAMER HALL OF FAMER / replied
thanks! I was able to snag a few at my local store before they are gone forever. see post
alexiis
returning used products?
i've heard people say in reviews that they've tried something & didn't like so they will be returning it. so.. you can return a product once you've used it? does sephora just toss it then?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi valentinab324,   I'd suggest asking your friend where it was purchased from, as we do not accept returns for products that were purchased somewhere other than Sep... see post
redgingersnap
Overcharged!!
Just put in an order for a bottle of Agave Oil Treatment $40. At checkout, taxes and duties amounted to $4.30, and I also used my VIB 10% off coupon. As shown on the site, my grand total came to $40.30. Order Number:  HOWEVER, once I clicked on "Place order" and was taken to the order confirmation screen, the taxes and duties I was charged suddenly jumped to $13.58!! I did NOT agree to this. Since I ordered after customer service hours, I have no way of cancelling this order. Can somebody advise me on what to do? 
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi redgingersnap,   I can take a look at your order for you.  I'll send you a private message shortly for additional info.  I've also removed your order number from ... see post
beauty4ashes
Product Reviews-Allow Second Follow-Up
Will Sephora ever allow a second product review?  I wanted to follow up on a product I already partially reviewed.   Or, no because if a person reviews for a second time it's likely to be negative?    I wrote a review, wanted to follow up, but couldn't. It wasn't a negative review. It was actually a problem solving review.   That's why I either wait years to write a review about a product or never mention something that could enhance sales.     I think second reviews should be allowed because some products change & people need to know about things like those details. It would be a very simple code for the IT department to incorporate; it would tag the review as "second review."  
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beauty4ashes,   That's actually a pretty good idea!  I see a lot of reviews where clients give a 3 star neutral review when they try a product for a week or so, t... see post
KNorm
Beauty Insider
I my mom gave me her beauty insider card since she always forgets to use it and I go to Sephora constantly. I was wondering if there was a way to switch the number to my email as opposed to hers since I've been accumulating all the points myself?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KNorm,   Normally it is outside of our policy to merge accounts for different clients however, I'll send you a message to help. see post
tessie84
Welcome to Rouge Coupons?
When I made VIB earlier last year, I received an e-mail welcoming me that came with several coupons that I could use (e.g. free shipping, 10% off, etc.). However, when I became Rouge I didn't receive anything. I even went into the store to get my physical card to see if that would trigger it, and I still didn't receive anything. I know Rouge includes shipping, but I figured we would at least get a coupon for a discount or two. Does Rouge not get a similar email?
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hannasilkwood
BEAUTY MAVEN hannasilkwood / BEAUTY MAVEN BEAUTY MAVEN / replied
I was expecting to as well! I have gotten 20% off coupons for VIB stuff in past years and a 10% one this year. Thought they would at least do 10-20% for the amount we sp... see post
Rainyma
returns without receipt/packaging
Hi there, So I was organizing my makeup and found a few items (laura mercier tinted moisturizer, UD de-slick mattifying powder, Nars pure radiant TM and an unopened Jack Black lip balm) that I bought last year that really don't use now. I've used 3 out of 4 items (not all that much), so its without the original packaging, and I can't for the life of me find the receipts. Would I still be able to return these items?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rainyma,   I'm sorry to hear the products did not work out for you!   Returns without a receipt require a government issued ID that we be processed by a 3rd ... see post
dennaaaa
Add points to vib card
Hi, this seems like a commonly asked question but I'm gonna go ahead and ask again since the answers were given privately. So, I recently bought some things in store and I forgot to bring my card, how do I add the points from that purchase to my vib card? Hope to get an answer soon, thanks!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Dennaaaa-   I'll send you a message now to help out! see post
EstherA
Points from in-store purchase
I recently purchased an item in-store. I also registered for the Beautyinsider card.    After registering my account online, it states that I haven't gotten points for my purchase. It doesn't even show up under orders/purchases.   Does anyone know what might have happened?  If the first purchase doesn't count towards my point balance, it would've been nice of the staff member to tell me.   Also, I didn't get a bag for my items and had to carry them around in my hands all day while shopping with my friends. Is that normal?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi EsherA,   I'll send you a message to help! Also you should have received a bag. Some states and cities charge an extra 10 cents for them however, they should ask ... see post
acdeaton
Double charged
So what do I do if my card was double charged. I placed an order it told me my billing address was wrong then I replaced it with the correct one placed the order again. It when through but I've been double charged.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Acdeaton,   I'll send you a message now with more information! see post
kbmatthews
Missing item in order; looks used
So I bought the Bite Lip Kit and I'm missing one of the lipsticks, the box looks battered, and they look swatched/used.   Seriously!? WTF? Do they not check for used/missing products before they resell? Thoroughly disappointed because this item is now permanently out of stock.     
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Kso1225,   I see that Kevin has helped you with this! If you have any questions about your account or this order, please PM him for more details. Thank you.) see post
daniepaola
Beauty Points
I made a purchase recently, but I didn't use my beauty insider card. Is there any way I can get those points on my account? Thank you.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi daniepaola!   I can add your Beauty Insider points for you. I'm going to send you a private message to assist you further with this. :)  see post
beauty4ashes
Who is "SEPHORA?" R/T Promos/GWP/Bin Samples
Who is "SEPHORA?" R/T Promos/GWP/Bin Samples? "...This offer is subject to change, alteration or termination by Sephora at its sole discretion at any time.."   Who are you Sephora? Why are you different at every store? Why are policies constantly changing per SA/Cast Member?   Is Sephora any/all SA, Cast Member, Specific Store, Country?   There are too many policy variations that seem to be excused by the example disclaimer just from a GWP Promo.   *Samples will vary in Sephora inside JCPenney and Quebec stores. Offer is available online or in Sephora stores with any merchandise purchase of $35 USD or more. One per client, non-transferable. Must be VIB to redeem offer. Valid while supplies last, quantities are limited. Not valid on previous purchases or purchases of eGift certificates and gift cards. Cannot be used in conjunction with other promotion codes. Sephora employees are not eligible for offer. No returns or exchanges. This offer is subject to change, alteration or termination by Sephora at its sole discretion at any time.      
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beauty4ashes,   I am sorry for all of the confusion regarding the recent promotions. I think part of the issue may be that our stores receive different amounts of... see post
hackneyfl
In-Store Service! Come on Sephora!!!
So, I go into my store today and make a purchase and as always the service is HORRIBLE! I ask what samples they had, (mind you I can clearly see the bins) and she replied with simply ... NONE! Why Sephora? I know some have a wonderful experience in the stores and I am very happy for those individuals but those of us who don't Sephora needs to start doing something about it!  I have spent over 5k at Sephora this YEAR! Yes, in just the year 2014 and if I hadn't been on a strict no-buy since April it would have been MUCH more! I promise you this, I will NEVER step inside the Sephora at Pembroke Pines Gardens in Pembroke Pines, FL again!!! Enough is Enough!!!
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beauty4ashes
HALL OF FAMER beauty4ashes / HALL OF FAMER HALL OF FAMER / replied
  Yes, the samples are not hygenic. I depend on sealed samples to determine whether I purchase a product because it goes on facial skin & anything near my eyes.   I h... see post
sephoraadmin2
VIB Skintant Sample Bag Details
#VIB perk alert: your #Skinstant Transformation can be found in one convenient sample bag. Use code VIBINSTANT* at online checkout.   *Samples will vary in Sephora inside JCPenney and Quebec stores. Offer is available online or in Sephora stores with any merchandise purchase of $35 USD or more. One per client, non-transferable. Must be VIB to redeem offer. Valid while supplies last, quantities are limited. Not valid on previous purchases or purchases of eGift certificates and gift cards. Cannot be used in conjunction with other promotion codes. Sephora employees are not eligible for offer. No returns or exchanges. This offer is subject to change, alteration or termination by Sephora at its sole discretion at any time. The VIB Skincare Sample Bag includes the following samples: Algenist Algae Brightening Mask (0.1 oz), Fresh Black Tea Instant Perfecting Mask (0.13 oz), Clinique Moisture Surge Overnight Mask (0.1 oz), GLAMGLOW BRIGHTMUD™ Eye Treatment (0.35 oz), First Aid Beauty Skin Rescue Purifying Mask With Red Clay (0.27 oz), Kate Somerville ExfoliKate® Intensive Exfoliating Treatment (0.07 oz), Bliss Micro Magic Spa-Powered Microdermabrasion Treatment (0.07 oz), Dr. Dennis Gross Skincare Alpha Beta® Peel Original Formula (1 set), Bliss That's Incredi-‘Peel’! Spa-Strength Glycolic Resurfacing Pads (1 peel), and Lancome Visionnaire 1-Minute Blur (0.1 oz). Learn more about the VIB program at any Sephora store or online at Sephora.com/VIB. TO REDEEM ONLINE: Enter code VIBINSTANT in the promotion code box at checkout. TO REDEEM IN STORES: Mention or present this post.
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beauty4ashes
HALL OF FAMER beauty4ashes / HALL OF FAMER HALL OF FAMER / replied
@M3rma1d...I hijack your "Reply to M3rma1d" to vent! Ahhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh<---me screaming in frustration! see post
racky30
Missing points
So I made a purchase in June and I haven't gotten my points for it, can I still get those points? 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi racky30!   I can add your Beauty Insider points to your account for you. I'm going to send you a private message to get a little more information from you! ... see post
DesuAlice
Unsuccessful Authorization?
I placed multiple orders a few days ago and noticed that two of my order's status changed to "Unsuccessful Authorization". I called customer service and they said they'd send me an  email . Lo and behold I check my email and for some apparent reason I've violated the terms of use? How? Which one? What about my order(s)? are they canceled? I was really looking to getting these in the mail especially from my favorite brand, but I'm not quite sure what to do anymore.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DesuAlice, I'll send you a message for more info! :) -Laura   see post
moonknives
Adding purchase to VIB card
Hi. I just made a purchase but forgot to use my vib card. Can you add it to my account if I give the receipt #?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi moonknives, I'll send you a message to help. :) -Laura   see post
beauty4ashes
VIB Skinstant Transformation Missing Samples
#VIB perk alert: your #Skinstant Transformation can be found in one convenient sample bag http://seph.me/1o7i7jk   I received the VIB Skincare Sample bag with my recent online order . There are SEVEN (7) samples out of 10 listed in the bag. Missing THREE (3) samples?   This has NEVER happened in the past. I usually buy in-store. The only problem I've encountered with past  VIB Sample Bags is that Promo Supplies ran out, which I can understand.   I made the online purchase specifically for the " #VIB perk alert: your #Skinstant Transformation.   Does this mean that the THREE (3) samples were out of stock or part of the *Disclaimer: "This offer is subject to change, alteration or termination by Sephora at its sole discretion at any time."       Also, does this disclaimer above mean the advertised 10 samples can be reduced to SEVEN (7) samples without notice or not replaced with similar product samples?   NOTE: I'm not referring to the THREE (3) extra samples you choose, I got those, three fragrances. I'm missing THREE (3) of the VIB Skinstant samples.     Please let me know if I must write directly to a different department or call customer service. I do not wish to post this on the Facebook site for assistance.    The image as well as the list of samples show 10 samples. The VIB Skincare Sample Bag includes the following samples: Algenist Algae Brightening Mask (0.1 oz), Fresh Black Tea Instant Perfecting Mask (0.13 oz), Clinique Moisture Surge Overnight Mask (0.1 oz), GLAMGLOW BRIGHTMUD™ Eye Treatment (0.35 oz), First Aid Beauty Skin Rescue Purifying Mask With Red Clay (0.27 oz), Kate Somerville ExfoliKate® Intensive Exfoliating Treatment (0.07 oz), Bliss Micro Magic Spa-Powered Microdermabrasion Treatment (0.07 oz), Dr. Dennis Gross Skincare Alpha Beta® Peel Original Formula (1 set), Bliss That's Incredi-‘Peel’! Spa-Strength Glycolic Resurfacing Pads (1 peel), and Lancome Visionnaire 1-Minute Blur (0.1 oz).          
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi beauty4ashes! Sorry to hear that! I can definitely help with this. Please check your private messages when you get a chance.    Regards,  Kevin  see post
KLOlive
No birthday gift?
Hi I placed an order about 2 weeks ago that included my free birthday gift. The order never came, and Sephora refunded my order and told me to reorder, however now i can't get my gift? I'm a bit bummed out as i've been wanting to try more of the make up forever brand. Thanks. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi KLOlive! Sorry about that! Our system probably thinks that you already redeemed it, when you obviously didn't.  We can help though! When you're ready to place your ne... see post
KellyJ1028
Samples Missing
Just curious because I've never had this happen previously but I just received my most recent order yet all of my samples/gifts weren't in there & no substitutions. Has anyone had this happen before ?  I was missing the Red/White/Blue gift which was the eye pencil and the   Soy eye makeup remover by Fresh and 2 of the 3 samples you get with each order not in the box.  It's a little frustrating because I do look forward to trying new things & get a few goodies with my order.    Is is this a normal occurrence ? What can I do to get the samples or just chalk it up to a loss
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beauty4ashes
HALL OF FAMER beauty4ashes / HALL OF FAMER HALL OF FAMER / replied
KellyJ1028,   Yes, I just wrote about a similar issue different VIB Promo Sample Kit with my recent online purchase. I wasn't sure if it had anything to do with the di... see post
fadedlavender
How can I link my beauty insider card to my online email account?
I would like to link my beauty insider card to my online email account, and there isn't an option in the sephora website that allows me to do so. 
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@ aliciasaur -   I'll send you a message to help! see post
tessie84
Missing a sample in my order
I just wanted to mention that I didn't receive my third sample. (In other words, I only received two.) Luckily this has never happened before, but I thought I should let CS know.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tessie84,   Oh no! I'll send you a message now. see post
Nidapear
I got VIB at the store. How to add VIB member on my account?
I got VIB at the store. However, when I register online, there is no field that I can put my number so my account be only Beauty Insider. Please advise.
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi smann12 ,   Oh no! I'll send you a message to help. see post
Mary092
Beauty Insider - VIB & VIB Rouge status
Hello! I hope I'm posting this under the right board...    So I have been a VIB member for quite sometime - couldn't tell you how long because I just started to keep track of my points this year, but recently I noticed it said "Mary, enjoy VIB status until 12/31/15..." What does this mean exactly? I have a hard time following store reward cards but, will I lose all my points and go back to the regular Beauty Insider status? Or what will happen after 12/31/15?   Also, another question, when I get to VIB Rouge, will I only be a member for a year or will that be my permanent status? I have a tendency to never use my reward points unless it's something I find fitting enough to give as a Christmas stocking stuffer. 99% of the time I buy and buy and increase my points. So I can't imagine ever losing my high status ever, hence why I'm confused about the notice of "Enjoy your VIB status until 12/31/15."   Thanks for any help!
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Mary092
BEAUTY MAVEN Mary092 / BEAUTY MAVEN BEAUTY MAVEN / replied
Oh good! Thank you so much, Diana! :) see post
GracieKim
Beauty Insider Membership
Hello I just placed my first online order. However I'm already a beautyinsider member. how do I add my points to my existing membership?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
@ GracieKim - I'll send you a message now!   see post
sakurraaa
Im a VIB but its says I'm a beauty insider...
hello, im sakura and I'm a vib and have been for a while but on my account it says that i need $20 dollars to be a vib... but I'm already a vib.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi sakurraaa, I'll send you a message to help. :) -Laura see post
Sara2333
adding beauty insider points
I have an online account and it says I have 0 points [I've never bought anything online] how do I add my beauty insider card to my online account so I can use those points?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Sara2333, I'll send you a message to help. ;) -Laura see post