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Q. I'm a VIB but my online account shows BI
I am a VIB but my online acct only shows beauty insider, and some previous purchases are missing. Can someone please help me link the acct? Thanks!
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I can combine my two beauty insider cards?
I just realized I have two different numbers for my online beautyinsider account and my physical beautyinsider card that I use for in-store purchases. Would it be possible to combine these two cards? Thanks
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Song820820 / NEWCOMER / replied
Hi there, I have the same problem, I have 2 different bi card and I want to combine them, could you please help? Thanks a lot! see post
Link Card to online account
Hi, I have a beauty insider card with a lot of point on it. I just registered online because I want to order some make up for the first time. How can I link my card to my online account ?
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BrittP2015 / NEWCOMER / replied
Im having the same trouble! Please help! see post
RE return policy on used products bought online :)
Kat Von D's lock it foundation in L42 is what I want but it is only available online, if I order it online, but find that the colour is wrong am I able to return it, and if so, am I also allowed to return it to a local store (I live in Vancouver BC Canada).   I've been dying to try L42 since only L44 is the lightest colour available in stores in Canada, as well as less than 10 products match my colour skin in Sephora and they are all expensive and I don't want to end up buying an expensive product to get it wrong.     What is your return policy on opened makeup (for testing its the right colour) if bought online, may I return it?    Many thanks <3  
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Why isn't my Beauty Insider Card linked to my online account?/ How do I link it?
 I signed up for an account online a few months ago, and made my first Sephora purchase over the weekend. The cashier helped me sign up for it, but when I check my online account it says I have 0 points? I may just be missing something, because this is new to me, but I just thought I'd ask! Is there a way to link my card to my online account?
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neha111 / NEWCOMER / replied
Can someone help me link my beauty insider card to my online account?   see post
No option to add beauty reward
I just called recently to change my birthday on my BI account as it said December 18, but my birthday is actually this month (April 4) I was trying to make an order tonight but didn't see the option to add the birthday reward to my cart. How can I add it? Thanks
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Forgotten card :(
Hi! I forgot my beauty insider card when I bought products in-store today! I have my receipt... can I get the points added to my account?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi teatreetreaty, I can add the points for you! i'll send you a message to get your info. :) -Laura   see post
Missing BI points from in store purchase
I just checked my account expecting to see that I upgraded to VIB after a recent large in-store purchase, but I don't see any record of the purchase or the points! I don't have the receipt anymore, but I would have access to the credit card statement from the purchase. Is there any way to get these missing points?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @aawhelan,   I'm so sorry that the points were not added at the time your purchase was made. I'll be happy to assist you with this. I'm going to send you a privat... see post
How can I link my Beauty insider card with my online account?
My points online do not match up with my points on my card. How can I change this?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
HI @SparkleShine94,   I'll be happy to link your Beauty Insider card to your online account. You'll be receiving a private message from me shortly to assist with thi... see post
Scared to give a discount ?
I went into a sephora in Toronto today and when I went to go purchase my things, the cashier asked me " if I've gotten sephora emails" i told her yes, after that handed her my rouge card. She did not even take 15% off my order, after I asked her why she then proceeded to tell me that thats why she asked if I've gotten sephora emails but she never stated if i got any codes for the sale. Im sorry but does this make sense ? not only am I a loyal rougie , other sephora stores have a code scanner at the back that automatically take off 15% off after seeing your VIB or ROUGE card. I don't think this sale is a secret, seemed like they were scared to give me a discount.    *She had to refund my whole order and do it again THEN scanned a code thing at the back of the desk like I thought and gave me the  discount *
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @SammyCR,   The Love Note Promotion is definitely not a secret and I'm so sorry that this happened! It sounds like the Cast Member may have forgotten to apply the... see post
Q. LINK ACCOUNTS!!
I need to link my two accounts, on one i have over 350 points and on the other i just have 40.. please help!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @amae120,   I'll be happy to link your accounts and combine your points! I am sending you a message to assist with this :)   Always, Danee see post
UNSUCCESSFUL AUTHORIZATION
Hi there,   My recent 2 orders haven't been shipped and the order status is UNSUCCESSFUL AUTHORIZATION.   I understood the cancellation of the previous order maybe the payment method issue. But the latest order is the US issued credit card I used successfully before,and the shipping address is in the state.  Would anyone help me out?Many thx.  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Jingjing37,   Zanna sent you a private message via BeautyTalk :) You can go to your BeautyTalk home page, then click on the icon of the envelope to view the mess... see post
Beauty Insider to VIB?
A few weeks ago I was in store and qualified to become VIB but my online account still says beauty insider! Is there somewhere I can update that information?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lisamei! It sounds like you have two accounts that need to be merged together. I am sending you a private message to help.    Cheers!  Kevin  see post
beauty insider
Can I link my beauty insider card with my online account?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi ajkoval! I can help with that! I am sending you a private message with more details.    Cheers!  Kevin  see post
hey im from the caribbean !
is it possible for me to pay online and let sum1 come an collect it at the store?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @bubblesoreo,   To successfully place orders on our website, the billing address must be based in one of the following countries: Argentina, Australia, Bahrain, B... see post
Update points on recent order
Hi,   I just placed an online order and would like the points updated to reflect the amount spent in Canadian dollars.   Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @thehockeychick,   I'll be happy to update your points! I'll send you a message shortly with your account information :)   Always, Danee see post
combining VIB and bi online
Hi! I'm a VIB with a ton of points and went to place an order tonight (it's my birthday month) and it says online I'm only a BI with 100 points? Any way to combine this? Thank!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @maebrooke,   Kevin should be getting back to you later on today. I will also send you a private message incase you need them combined immediately.   Always, ... see post
Help with my receipt look up and store complaint.
I bought a Anastasia brow pomade a month ago and noticed that there's a funky smell in it and the brush as well, I tried to return both to my local sephora without the receipt but the lady just turned me away saying that I did something to the pomade and cannot be returned without receipt. I asked her if there is any chance to looked into my purchase history since I am VIB Rouge but she was rude saying that she don't have the time to do it, mind you the store is not busy. Please help..
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi xiaoyun0315,   If you purchased the Tria using your Beauty Insider account, the store should be able to pull it up on your purchase history, however, I recommend ... see post
VIB online status
I have a VIB card but online it only shows my old beauty insider points and i can't redeem any of the VIB benefits. How can I fix this?   Can you merge my accounts please?   I need 15% discount e-mail for VIB today, so can you do it as soon as possible please?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @AprilOverall,   I'll be happy to assist you with this! I am sending you a private message now :)   Always, Danee see post
Q. I MADE AN IN STORE PURCHASE, BUT I FORGOT TO USE MY VIB CARD. HOW CAN I REDEEM MY POINTS?
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Lisuhhlove,   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
Reviews not showing up
Hi,   My reviews are never showing up, and I can't figure out why.  The last review that was actually posted successfully was last September.  Since then I've reviewed products in October, January and April and none of them have appeared.   I get the standard "thank you, your review will post in 72 hrs" and then it just never, ever does.  I'm always logged in properly before posting, I'm rarely attaching any images, I'm producing an average character count (usually 300-500 characters), and no foul language.    This has happened before and I had to contact CS to get it to post.  What's going on?  Is there a block on my account somehow?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Crimsonsketch,   I am going to look into this for you. I will send you a message as soon as I have more information. :) see post
I also have a VIB card but ...
I have a VIB card but online it only shows no insider points. Can you merge my card with the online account?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi AprilOverall,   I can help you with this! I am going to send you a private message to assist you further. :) see post
Wrong address - recalling a package before delivery?
By the time I'd realised that I'd used the wrong address >.< for one of my orders, it had already been "sent to warehouse". The address exists, but I won't be able to receive the order if it's sent there.   Would it be possible to contact UPS to recall the package and have it returned to sender please? The shipment date was 19th April and the tracking number isn't showing as valid yet. Thanks in advance!
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Smallbeary / NEWCOMER / replied
Thanks Zanna! Would you be able to reroute the package back to you today? So that I could place another order to be shipped to the correct address before the discount ex... see post
HOW DO I LINK MY VIB ROUGE CARD TO MY ACCOUNT? THANKS!
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi taylorsouthard,   I can help you link up your accounts for you! I'm going to send you a private message now :) see post
Points
I bought something at Sephora and the cashier said she scanned my card but my purchase never showed up. It was my first purchase. Can I still get the points? It sucks that she didn't credit it since I already qualify for VIB had that been added. I called customer service hotline and they asked for the reference numbers but still no credit.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi imagineist,   I would be happy to help you out with this! I'm going to send you a private message now so I can assist you. Thanks! see post
Birthday Gift
Hi, I'm trying to add the One Year Bolder mini duo birthday gift in my basket, but the card I received in the mail does not have a coupon code.  Could you please tell me how to add to my order?  It says on the card that it's available in store or online.  Also, will I still be able to get the 15% off too with the VIBLOVE?  Thanks!!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Pretzel777,   You will automatically be prompted to include the gift with any merchandise order placed on Sephora.com within 14 days of your birthday. To include ... see post
Where are my points??
So I've had my Beauty Insider since November, and I got my VIB a few weeks ago, but I went to sign in online and it said I had no points. Can someone help me?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kaisersreign, it sounds like you may have two accounts that are not merged together yet.  I am sending you a private message to help.    Cheers!  Kevin  see post
Exchange Policy
Hi,   Just wondering if Sephora made changes to their exchange policy?  I remembered being able to exchange whenever and no quantity limit (with or without receipt).  I was at the Richmond Centre location trying to get store credit (as I have nothing to exchange for at the moment) two gifts I received (both unopen) and the girl assisting me rudely said I'm only allowed to exchange one item and she can't give me store credit for more than $25, so I'm only supposed to get $25 for a MUFE primer that's listed for over $30 and a hair brush for $19?  I don't understand.   I've noticed that people who work here always give rude comments or dirty stares whenever someone tries to do an exchange.  It's not a crime.. Sometimes products work out, and sometimes they don't.  Disappointed.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi JessikaXx! For questions regarding in-store returns, please reach out to your local Sephora for further assistance.    Cheers!  Kevin  see post
Hi I'm a VIB in store, however it only shows that I'm a Beauty Insider online.
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Wendy1124, I am sending you a private message to help.    Cheers!  Kevin  see post
Is there a way to link my vib card with my online acct.
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Desi329,   Yes, you can link your card with your online account. I'll send you a private message requesting more information so I can assist you with this. see post