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Birthday Gift after Birthday Month
I forgot to redeem my birthday gift, it was almost 2 months ago.... Can I still redeem my gift?
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Emhmkay / NEWCOMER / replied
My birthday was March 31 (the last day of the month) can I still redeem it my birthday gift??? Seems like I may have missed out too. see post
Hello%2C Is it possible to cancel my order%3F Order
Hello, Is it possible to cancel my order? Order #6356884001. Thank you.
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Linking my VIB account to my online account
I need help linking my VIB account to my online account.
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WTF is wrong with the Sephora website?
I've been trying to order for the last few hours and, although I can click to order items, there is no shopping cart to be found on the website. When I called in, the customer service rep couldn't help me. I've ordered online from Sephora many times in the past, but the past two times there was a sale, I haven't been able to see my cart. I don't want to sound like a conspiracy theorist, but I'm wondering if this is a way for them not to process sale items...
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turtlegirl79 / FRESH FACE / replied
I had the same problem and clearing cookies didn't work.  Just ordered from somewhere else. Pretty annoying especially since the sale ends soon! We shouldn't have to use... see post
Delay too long
My Oder from 04/18/17 still does not show shipping info. When I contacte, both time, the same reply to expect a delay. 1-3 days or 2-4 days. My order was 6 days ago, full 4 business days. This is not even expecting 2-day flash delivery.   I am extremely concerned the order was neglected. Please stop repeating the same answer of expected delay. Confirm my order is not lost in the system, and projected delivery date.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @minsd,   I'll take a look into this and PM you shortly.  see post
Can't check out despite order total owed being $0.00
I have been trying to make a purchase using my gift card that has not been used before. I was worried that it had been used by someone as it had been emailed to a now compromised email account and one of your BTs refused to transfer it to my account as credit, but I have checked again and again and the full total is still there.   Despite this, I keep getting a message saying that "Your Gift Card credit is less than Order Total. Please add another payment method." I have deleted the gift card and entered it again, yet the same problem comes up.   However, as my order total is less than half of the gift card credit, this does not make sense. Even the order total comes up as $0.00, signalling that I have met the order cost criteria and do not need to make any further/other payments. The 'PLACE ORDER' button remains grey, however, and there is no way to make the purchase.     I am wanting to put through this order using the 15% off RougeVIB code (despite not feeling particularly VIB from the treatment I have been receiving, which seems to be the trend with my fellow RougeVIBs...) but it will expire soon. Is there any way this can be resolved ASAP before the code expires?   Thanks.  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi asaphia,   I'm sorry for the trouble you're having placing your order using your Gift Card on our mobile app! I'd suggest closing the app and re-opening it and ma... see post
Still Have Not Received Shipping Information
I replied in a thread that was active yesterday; however, have received no response, so I am going to post it here...  I placed my order the morning of 04/21/2017 and have not received any shipping information yet.  The last few times my order stayed "In Progress" for more than one day, my order was cancelled (card charged) because of different billing and shipping addresses.  This is becoming very frustrating.  I moved and still have a bank account affiliated with my address back home, where my parents live.  With the order in question, my mother wanted to pay for it as a congratulatory gift.  The system needs to stop cancelling orders when shipping and billing address are different even though the information is accurate, which is demonstrated by charges placed on the card.  In November, a representative was able to help me and put notes all over my account/push my order through.  I've called twice and no progress has been made (both representatives were very nice, but didn't seem to be able to push it forward for me).  Please help.
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @cvanert,    I'm sorry to hear this! Due to the high volume of orders being placed during our promotion, your order may take longer than the normal 1-2 business d... see post
Birthday Gift
I didn't place an order during my birthday month. Can I still get my birthday gift?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi slavers,   I will send you a PM to provide you with more info :)   Always, Danee see post
Linking VIB card to Sephora account
Hello, could someone please help me with linking my VIB card to my online account? The online account is not linked to my old beauty insider card either.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi emill1199,   I'll send you a private message as well to assist you with this.   Always, Danee see post
can you get a sample of milk skin tint?I am
I am going into sephora and I was wondering if they can give a sample of that but im not sure because of the packaging?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Tayonce,   I'd suggest contacting your local Sephora store directly to see if a Cast Member is able to make you a sample of this product. Thank you!   Always,... see post
link VIB to online account
hello , i bought over $400 in store on Friday, become a VIB,  but not try order online yet, today i wanna buy more through online, but my status not VIB,  how can link my VIB card with my account online ?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @bestuna,   I'm more than happy to assist you with linking your accounts. I'll send you a pm shortly. see post
I now have a vib card but account still shows i am a beauty insider how do i link the two together with points on both cards?
NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Jennreed,   I'll send you a private message to further assist you. :) see post
Can't Log in!'s
Every time I try to log in with a password I know is correct, it takes me back to the loin page repeatedly with no message indicating what is wrong. This happened when I tried to check out on my computer thievery time i clicked log in it took me back to my basket. I was able to check out on my phone. What's going on?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @flowers,   I'll take a look into this and then send you a pm to further assist you. see post
How do I change my birthday on Sephora?
How do I change my birthday on Sephora? I signed up for a play subscription and did not change the default. My real birthday is Oct 5
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi BeautyGuruo1, I see this has been updated for you.  see post
My in store purchase isn't showing up
I made a purchase yesterday in store and it's not showing in my points or recent purchases. It was a good amount so I would like to get those points. My Rouge card was used, I was able to get the 20%. Thanks.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Emma806, It sounds like you might have two accounts. I will send you a message to help. see post
No sample with purchase
I  purchased something in store today and asked the cashier if I could receive samples with my purchase. She did not seem okay with this. She rang up my purchase, gave me my receipt and told me to have a good day.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kgallagher,   I'm sorry to hear about your recent store experience! I'm sending you a PM to gather a bit more info from you.   Always, Danee see post
Still did not get shipping confirmation !
I placed my order on April 19 and i still did not get anshipping confirmation. Some items in my order are already out of stock i am afraid they won't be fulfilled in my order. Can i know if my order is cancelled or shipped ?
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cvanert / NEWCOMER / replied
Same here.  The last few times this happened, after being in "In Progress" for days, my order was cancelled (card charged) because of different billing and shipping addr... see post
If I purchase something like a concealer during the rouge sale, can I exchange it for a different shade after the sale ends?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi jzheng0513,   Yes, you can exchange it for a different shade at your local Sephora store! For more information regarding our store return policy, I recommend cont... see post
Website Unusable On iPad.
ive contacted customer service via email a few times and never recieve a response re why the website is suddenly unusable on my iPad.    The menus overlap, or are unclickable.  Products are listed in one line down the page, but scrolling is impossible, as you eventually run into an ad.  What is going on?  I'd love to start Christmas shopping.
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BEAUTY CELEB Laurenx3 / BEAUTY CELEB BEAUTY CELEB / replied
It still sucks.... see post
Price dropped
Hi, I just found that the bite lip kit I purchased 2 days ago dropped price (from C56 to C45). It is kind of confusing, would you help me adjust the price? Thanks.
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @WendyWTY,   I'm going to send you a private message. Please check your inbox when you can. Thanks!   Best, Mali see post
Putting VIB card into my online account%3F
I recently got upgraded to VIB status in store, however my online Sephora account still shows that I'm a beauty insider with 0 points! Could someone guide me on how to link my accounts?
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @katzlein,   I would be happy to assist you with this! I'll send you a private message.   Best, Mali see post
UNSUCCESSFUL AUTHORIZATION but credit card was charged?
Hi, It says on my order status that there was an unsuccessful authorization but my credit card was still charged anyways. Can someone please help me clarify this situation please? The sale is ending in a few days and I still want my order! Thank you
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jinawang,   I will send you a private message so that I can help you with this. Thank you.   Best Wishes,   Janean see post
Price Adjustment?
One of the items I ordered Tuesday is the Clinique Crayola Chubby Stick Crayon set of 8. It was full price on Tuesday but today I saw that it has gone down in price by about half. Is there any way I can get a price adjustment?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Ajmbk, I see you have been assisted with this by phone. see post
Order Status: Unsuccessful Authorization
Hi. I placed my order on Friday (5 days ago) and just checked the order and says "Status: Unsuccessful Authorization".   I have ordered in the past without any issue however my previous credit card expired and this is my first time using the new one on Sephora. I haven't changed my Billing or Shipping address.   Do I need to open a new account? I don't want to loose my VIB Rouge status
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hande, I will look into this for you and send you a message with more information. see post
Change my birthday on Sephora
love Sephora!!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Soocely98, I have updated that for you :) see post
Unsuccessful Authorization Order
Hi. I placed my order on the 18th and just checked the order and says "Status: Unsuccessful Authorization". I would like to know what is going on? Do i have to reorder again?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lizai, I will look into this for you and send you a message with more information. see post
VIB not update
Hi, I am a Vib but in online it still shows me as a beauty insider online. What can I do?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Becczan, I will send you a message to help. see post
Points
Hi , I am a VIB but it shows that I am a beauty insider online. It also doe not show the correct amount of points that I actually have. How do i fix it ?  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MichM96,   I'm sorry about that! I'll send you a private message in just a moment to assist you with this.   Always, Danee see post
How do I delete this sephora account?
Hi! How do I delete my Sephora account. I have another one that I use as my main one but for some reason this one is on my main email. I cannot change my email because this one is already taken. Is there a way to delete this account since I never use it?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi livcurly,   I'm sending you a PM to assist you with this :)   Always, Danee see post