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Customer Support
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okipanda
Can I exchange foundation I ordered online at a Sephora store?
I ordered the Tarte 12hr foundation and the shade I got is not a match. I only tried a very small amount. Will I be able to exchange for right shade at a local store or do I have to return via mail?
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okipanda
BEAUTY MAVEN okipanda / BEAUTY MAVEN BEAUTY MAVEN / replied
Thanks Laura for your reply! Will do. :) see post
neslihan
Vin rouge stays and points not in my account
I made a purchase of 3600.00 and became bib rouge however it has been 3 days since then and I still don't see my points or status updated in my account
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MaddieDecaf
No points after months of having my Beauty Insider Card
I've had my beauty insider card for I don't know how long but NONE of the points have shown up online, and if I ask an employee about it they just look at me as if I'm crazy. I would have thought I'd have quite a few but I've had 0 points for way too long when I know I've bought things. Please help!
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Elisaxx
Q. Do beauty points expire?
I was under the impression that beauty points don't expire, but last week I had almost 400 points and all of a sudden I have 0 today :/ (and i haven't redeemed any kind of perks or anything)    
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KIWIupsidedown
SCENE QUEEN KIWIupsidedown / SCENE QUEEN SCENE QUEEN / answered
A. I just had the same scenario!  I haven't redeemed any of my points and it's zeroed out.  see post
Jcho124
Redeem points from receipt
I recently purchased some products from Sephora without using a card. Is there a way to redeem the points from the receipt?
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NiqueWhit
NiqueWhit / NEWCOMER / replied
Hello I am having an issue with the same thing, I have a purchase and want to add it to my Beauty Insider points, please help thanks :)   see post
aspatel86
Missing Primer - Customer Service Nonexistent
Hi,   I had ordered two Urban Decay Smoked Palettes and just received them yesterday. One of them had everything inside but the other was missing the mini primer potion. I just called you guys and the BA I spoke to said you were sold out of the palettes and couldn't replace it. I asked if you could just send me the missing primer potion, and she said that wasn't possible and the only option was to go to a Sephora store and try to return the item or ask for an exchange for a different item since I have a good history.   This is not ok. I want to keep the palette, I do not want to return it. Can you please just send me the missing primer potion, or at the very least offer me a partial refund? "Sorry there's nothing we can do" just doesn't cut it.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi aspatel86,   I'm so sorry for the inconvenience! I'm going to go ahead and send you a private message so I can resolve this for you! Keep an eye out on your inbox... see post
St0807
When should this email be expected???
I order 4 items from Sephora online and was suppose to receive and email, i never was sent an email. So i went to my order and found that there was no Shipment date or tracking number. What is the issue? And how can it be fixed?   -Your help would be GREATLY appreciated! 
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Keep an eye on your inbox - I sent you a message to help with this :) see post
St0807
No email sent??
I ordered 4 items online from Sephora and was suppose to receive an email, I was never sent an email. So I went to my order and found there was no shipment date or tracking number. Why is this happening? And how can it be fixed? This is my first time purchasing from Sephora online. Help would be greatly appreciated.
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi St0807,    I'm so sorry about that! I'm going to send you a private message so I can investigate this for you! Thanks! see post
Scifientist
VIB card number not linked to account?
Last time I was in-store, I discovered that when I hit VIB last year, the new card they gave me didn't get linked to my account. I've been using it, and I should have spent enough in 2014 to make VIB for 2015, but how do I go about linking the card to my account? 
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Scifientist,   I'm sorry about that! I'm going to send you a PM so I can get your accounts linked up :) see post
curlylikeme
An item I ordered on Monday 12/15 is now on sale, am I able to get a price adjustment?
ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi curlylikeme,   I'm going to send you a PM so I can assist you further! Thanks! see post
yangstar327
Redeem points
Hi, I lost my beauty insider card, so when I went to make a purchase I asked an employee to issue me a new card. Along with that, while my previous purchases show up online, the purchase I made (when getting a new card) does not show up online. Is there any way I can redeem those points?    Thank you!
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi yangstar327,   I'm going to send a PM so I can help you figure this out :) Keep an eye on your inbox! see post
pinkfallacy
Missing item
I ordered from Sephora and even talked to customer service twice to make sure that I received my order in time before I leave for my trip on the holidays. But when the order arrives it is missing an item. How can I secure that I receive this item before my trip on Monday?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi pinkfallacy!   I'm so sorry to hear that there was an item missing from your recent order! I'm going to send you a PM so I can look into this for you! Thanks! see post
MMB2
Refund for item now on sale.
I bought a brush set in store, and six days later I see that it's 50% off, on sale, on the website. Can I be refunded the difference? To return the brush set from the store, and purchase the on sale set where I'd have to pay shipping/handling fees would be very inconveniencing.
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Cambria95945
Cambria95945 / NEWCOMER / replied
I have a similar question/issue and just sent you a private message requesting assistance. Thank you! see post
gabicristiana
Missing Item From Package!!!!
My order is missing the item  Lancôme La Vie Est Belle Night Out Duo.  I just realized that the item is permanently out of stock, so can you please ship me the original La Vie Est Belle rollerball perfume without the lipgloss, or can you give me a refund for the purchase. I’m guessing the item wasn’t shipped because it is no longer in stock, but the item needs to be substituted. This is a Christmas gift so can you please help me asap.    Thank You!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi gabicristiana,   I am sorry one of the items was missing from your recent order. I am going to send you a private message to assist you further with this.  see post
IrisHao
my order was cancelled
you cancel my order two times. i want to know why
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi IrisHao,   In reviewing your account, I was able to see that you talked to someone from our Customer Service team regarding your recent order. Please let me know ... see post
floridab
Never got 100 points for survey
I completed the email survey on 11/21/14 and never got the 100 points promised.  Please help!!!
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floridab
BEAUTY BOSS floridab / BEAUTY BOSS BEAUTY BOSS / replied
Thanks Laurabt!!!! see post
angelicaax
I have beauty points in stores, but online it says I have 0. How do I fix this?
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi angelicaax, I can help you! I'll send you a message to get your info. :) -Laura   see post
hysong
Linking VIB card?
Hello, I am a VIB member and I have the card. I want to use the free shipping card I got, and my VIB status is not shown on the website. Please help!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hysong, I will send you a message to help. :) -Laura   see post
njattana
Store Credit Question
I have store credit but I like to make purchases online due to the wider selection - could I use my store credit to purchase a gift card which could be used online?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi njattana, We are not able to accept store credit for online orders. And store credit can't be used to purchase a gift card. I apologize for the inconvenience! :) ... see post
bookmarkercc
VIB ROUGE $25
I tried to use my $25 holiday rewards today as I had only received it 10 days ago.  The guy at checkout told me it was no longer good and I couldn't redeem it.  Nothing I have indicates an expiration date.  Help please.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bookmarkercc, Our Holiday Reward Card was valid from 12/3/14 until 12/15/14 for VIB and Rouge clients. I apologize that you weren't able to use it within the valid ... see post
jacalopes
Call back from customer service supervisor?
Hi!   I had an issue with a recent order that I placed on December 9th. When I received the order on the 12th, I realized that it was incorrect and immediately contacted customer service via email. The online customer service representative couldn't resolve my issue satisfactorily, so I called the customer service hotline the next day. I was told that I could expect a call back from a supervisor within 48 hours.   Two days (about 52 hours) later, I had not heard from a supervisor. I called customer service again, and was told that my order had been refunded (?!) and again, told that I could expect a call from a supervisor.    It has been a week since my initial contact with customer service. I still haven't heard back from a supervisor, and although my order has been marked "returned and paid" in my online order history, I have not received a refund on my credit card. Has anyone had a similar experience?   This was only my second order from Sephora online and I'd really like for my problem to be addressed in a competent and efficient manner. As it stands, I may not ever become a regular Sephora.com customer. In fact, I may never make another purchase on the Sephora website again. Is there some way to get Sephora customer service to stop blowing me off?
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jacalopes
jacalopes / FRESH FACE / replied
Thanks for looking into it, Melissa. I eagerly await your response.  see post
cclaire
250 bonus points for "qualifying fragrance product"???
Hi! I just received this email, which perfumes qualify for the bonus points, and which ones don't? How will I be able to tell I'll receive the bonus points in the future? It doesn't appear to show up in your cart at checkout..   Thanks! -C
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Adarling
Adarling / NEWCOMER / replied
Is there a requirement on size?  I can't imagine you'd qualify if you bought a rollerball... is there a size stipulation in the offer? see post
Deemah
Unsuccessful Authorization
My order was canceled twice due to unsuccessful authorization what's the problem ?
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Jenya01
SPECIAL GUEST Jenya01 / SPECIAL GUEST SPECIAL GUEST / replied
Same thing happened to me despite the fact that I was making $25+ orders. "For your own security and protection, we have cancelled your order because we were unable to c... see post
irisedjasmine1
Is it True VIB Rouge only get Free Mini make overs?
I just reached Rouge and called to schedule my Free Make over and was told I could only get a Free Mini Make over which was free when I was BI and VIB. I clearly see on the website it says Free Full make overs and the other one that $125 is also free for Rouge so why am I being told only a Mini make over is free for rouge? I will be super *******  if I spent $1000 and I can only get Free Mini Make overs because I got those free when I was a VIB. I have read Sephora also cancels orders if you place alot of small orders using the free shipping offered to Rouge members which is **** if you ask me. Can someone clear this up for me? Are we only offered free Mini Make overs or do we get Free Full make overs also?
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erintls
BEAUTY MAVEN erintls / BEAUTY MAVEN BEAUTY MAVEN / replied
This has been my experience:   Sephora, please don't tell me that the best way to get ahold of you is to call you, because I have already called twice this week, wit... see post
trishna87
Hey! Refund/Return without original box - Stila Palette
Hey I bought a Stila 'In The Garden' palette and the colors did not flatter me, and I tried using it once or twice at the most. I went on vacation and came back and saw that my mom had accidentally thrown out the Stila box the palette was in. I still have the receipt for this product.   Would I be able to get a refund for this at a Sephora inside JCP? Or would it have to be a store credit/exchange?
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trishna87
BEAUTY WHIZ trishna87 / BEAUTY WHIZ BEAUTY WHIZ / replied
a little help here? see post
cbopp
I would like to link my online account to my store card? Can someone tell me how please
I would like to link my online account to my store card? Can someone tell me how please
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi cbopp,   I can combine the two accounts for you :)  I'll send you a message shortly to help.   xo, Mia see post
daliadarling
Forgot my Beauty Insider Card
I forgot to give my beauty insider card at checkout when I went to Sephora today. Is there anyway I could still get the points?
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi daliadarling,   No problem, I can help you with that!  I'll send you a message for all of your info :)   xo, Mia see post
barginbeauty11
not getting emails emails s
So ever since getting vib rouge I have stopped receiving emails... this is upsetting because I live for those codes and events... please help? S.O.S
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lloomis
lloomis / NEWCOMER / replied
Hi Diana,   Could you do the same for me? I am having the same problem. I haven't been receiving promotional emails from Sephora for a long time, even though I'm opted... see post
mynameisfatin
Sephora Accidentally Shipped "My Friend" Two of the Same Product
...and she only paid for one.  I know it sounds dumb, but it's the holiday season and she thought the right thing to do was to call Sephora and let them know (keeping in mind however that whoever processed the order may get in trouble, and that they probably will end up throwing out the returned product).  In the end she did it for a clear conscience.   The customer service agent asked my friend to return it in a different (smaller) box after taking down the order number and product name and said that she had to return it (in a nearly threatening way).  My friend is scared if she doesn't get around to return it she will be charged for it.  Will she be charged?  It was a makeup product, not an expensive hair tool or something.   Couldn't find an inquiry on what to do if Sephora ships you extra products that you didn't pay for (I wonder why!).  Hopefully it doesn't get to be a lose-lose situation.     Thanks!   Spoiler (Highlight to read) There is no spoiler here.  I thought this was a smiley face menu! There is no spoiler here.  I thought this was a smiley face menu!
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mynameisfatin
mynameisfatin / NEWCOMER / replied
Thank you for your reply, Randee! see post