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I made 3 different skincare purchases that qualified for the 2x points event and didnt receive 2x points. After the first transaction i contacted customer service to which they told me my 2x points were credited when they actually were not( I did get the points just not 2x). I made another online purchase and again didn't receive 2x points for that transaction either. Thanks!
Customer Support
Hi, I seem to be missing my points as well. Thank you. Stella
Customer Support
I made a purchase of skin care for $220 on 20th jan and I was suppose to receive 2x points for the purchase, the 2x points did not get credited to my account. Please help.
Customer Support
I made a skincare purchase that was to qualify for double the points on skincare but the double points was not added to my beauty insider account. 
Customer Support
Hi, I made a skincare purchase yesterday while the 2x points event was still on. Normally the double points are added within minutes, but in this case I still haven't been able to see any changes. I would appreciate any help. Thank you. 
Customer Support
I purchased $56 of skincare products on Jan 19, so it's been well over 24 hours now but I still haven't received my double points on my account. Anybody with the same problem??
Customer Support
I want to register my vib card online but I don't know how to do it.
Customer Support
I for some reason have two Sephora accounts - one online and one for in store on a card. I don't want the one online. How can I access my card one? Since it has all my points on it. The card one has my phone number attached to it but the online one doesn't have it. Also they would be both under the same email which would be strange.
Customer Support
Hi Beauties,  I recently placed an online order to be delivered to my house. the tracking info said it was delivered Monday around 10 am. my husband was home and there was no package. not sure if it was stolen or delivered to the wrong address. i called sephora and they're currently doing a UPS claim/investigation. my question is, has anyone had this happened and what was the resolution and how quick?. i'm REALLY bummed out., i'm hoping sephora will replace my order. it was around $100 if that helps any. thank you  -Jen
Customer Support
I did not receive the 3 free samples listed on my invoice in my recent order. ITEM 1715515 ITEM 1707520 ITEM 1747633   Please help.
Customer Support
It seems like this is happening to others as well. The samples are listed on my invoice, but not in the box.    Sku: 1699545, 1719566, 1716687   Please help. 
Customer Support
Hi PLAY! by SEPHORA subscribers,   Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!   Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.   Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.   Q: How does PLAY! by Sephora decide which products to send to subscribers each month? A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.   Q: What if I don’t like the products I received in my box? A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home. OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or playhelp@sephora.com.   Q: What is the PLAY! PROFILE and how do I update my information? A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.   Q: What if one of the products in my box is broken, damaged or missing? A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at playhelp@sephora.com. We’re here to help!  
Customer Support
i made a purchase today and they didn't scan my beauty insider card, so i didn't get the points. is there still a way to get 
Customer Support
I became a vib rouge member yesterday in the store, but in my account online i'm still only a vib and it says i need to spend about 500 more dollars to reach that status. what do I do?
Customer Support
OSI placed an online order just a little over a week ago, and when it showed up half of the items were missing! Help??
Customer Support
Hi, I just received my order and there's a product missing.   My order is and the product missing is the YSL Volupte sheer candy  ARTICLE 1394238 FORMAT 0,14 oz/4 g COULEUR 08 Iced Plum   Could the product be resend/reship to me ?!  Thanks ! 
Customer Support
Hello there. My glamglow volcanic sample was missing from my order . Can anyone help? I would really like to try it.
Customer Support
I'm supposed be a VIB by this point(according to the sephora I went to during thanksgiving), but I can't remember which email I used to sign up, or whether or not I even used an email! Is a phone number enough to reclaim all my lost points and money+account? Help please, thanks so much!
Customer Support
Hi my grandma got me a gift card for christmas and i havent used it yet. Yesterday i took it out to use it online but when i tried to enter the information it said there was a 16 digit code and a pin #. I see the pin number but i do not see the 16 digit code? I see a 13 digit code under the barcode and then a 19 digit code under that, but i see no 16 digit code... Somebody please help!
Customer Support
I received the smash box camera ready cc cream as a gift for Christmas. The shade is too light for my skin color. I don't have the box it came in or the receipt.. Can I exchange it?
Customer Support
Ive noticed they linked the wrong email with my beauty insider card, i have no point when i long online but in store I'm told i have a couple hundred. I know i should have qualified for VIB but have never heard about it, or a gift for becoming VIB. Is there any way to fix this online?
Customer Support
In November I qualified to become a VIB Rouge when my mother placed a secret order for me for Christmas. Unfortunately, she did not know about the welcome kit and proceeded to checkout without it. I have asked my local Sephora many times to see if they had it but they are always out of stock and if I try to get it online it asks me to spend more money. This is very upsetting for me because I was really looking forward to getting the NARS blush.   If if anyone can do anything about this, that would be greatly appreciated.
Customer Support
I use my gift cards to pay my first order,it was go on successfully.But I use my gift cards to pay my another two order told me UNSUCCESSEFUL AUTHORIZATION,why? I check the gift cards balance is enough worth to pay.
Customer Support
does anyone know if there is anyway to see if my play box has been shipped yet?
Customer Support
Hello,   I am a Rouge member and I think I am qualified for Rouge Free Shipping Flash 2 day. Actually, when I am a VIB, I paid $10 for Flash Shipping ( 2 days). I just place order and realise it takes longer than usual. And, I also jus make an order second ago and there is not 2 days shipping option to choose or 2 days for USPS Priority. Only Rouge free 3 day shipping available. It means Sephora just change shipping method ? I went back to My account to see Rouge benefits and there is a 2 days shipping free and there is also a banner to enroll the 2 days shipping for $10.   I am curious is that Sephora changes their shipping options and there is no longer 2 days shipping ?If yes, then, I did enroll the 2 days shipping and I thought the membership should be valid within 12 months and I believe  am still fallen into active period. 
Customer Support
Just wondering who else has had problems with OnTrac delivery systems...my tracking has said that the product was delivered days ago but I have yet to see it. I'm very disappointed in the slow delivery. Has anyone else had a successful resolution to this problem?