Customer Support
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Q. How do I post a review for a product?
This sounds really silly but I have no idea how to post an online review and I'd really like to for a couple of products I've been using. Any help would be great!
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GennyRich / NEWCOMER / answered
A. not silly at all. I also cannot seem to locate a "write a review button" under the "ratings and reviews" section... I only have the option to  see post
Q. Status:Unsuccessful Authorization
I ordered something yesterday and when I checked my order, it says status:  Unsuccessful Authorization, what should I do now?????
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @Cathyouknowho,    I can look into this for you. I'll send you a private message!   Best, Mali see post
Q. how can i change my birthdate on my profile?
hi the birthday on my account is wrong, its supposed to say March 23 not April 23. I don't know how to change it so a little help would be much appreciated. Thanks!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ritzcracker, I went ahead and updated your birthdate to 3/23. Thanks! see post
Q. In-Store Return
I am wanting to return a product (bought in-store) that I unfortunately lost the receipt to. However, I made the purchase with a debit card, plus this purchase can be verified through my BI account. According to Sephora's Return Policy " In order to obtain a refund in the same form of payment as your purchase was made, Sephora in-store purchases and Sephora inside JCPenney purchases must be returned with a receipt or gift receipt at a store location. We do not accept mail returns for merchandise originally purchased at a retail location. If you do not have your receipt, your transaction may be able to be verified if you present your credit or debit card used, or by your Beauty Insider account number. Otherwise, for approved returns without a receipt or where we cannot otherwise verify your purchase, we offer store credit in the form of a Sephora merchandise credit. " so that leads me to believe that I'd be able to get a refund back onto my debit card...unless I am interpreting the policy wrong. However, I just asked a manager about it, and he said unless I have a receipt, I'd only be able to get store credit. Doesn't that contradict the policy?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ashanizer,   Basically, all returns and exchanges are done at the discretion of the store. Since you do not have your receipt, it would be up to the store to deci... see post
Q. Unsuccessful Authorization Order
I HAVE JUST SPENT A LOT OF MONEY ON MAKEUP AND I NEED A REDUND. my order says  STATUS: UnsuccessfulAuthorizationand i need help ladies and gentlemen pls any tips  ASAP!!!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @aniroma6,   I am very sorry! I will send you a private message so that I can help you with this. Thanks!    Best Wishes,   Janean see post
Q. Unsuccessful Authorization
Hi, I placed an order on 11/11 and the status is  Unsuccessful Authorization. Can somebody tell me what this means? I've sent two emails to Constumer Support and I still don't have a reply. I would appreciate your help on this
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BEAUTY PRO AnnaBT / BEAUTY PRO BEAUTY PRO / answered
A. Hi Luciana,   I apologize that your order was unable to be shipped. It appears that we were unable to verify payment information for this purchase. The billing addre... see post
Q. Kat Von D Foundation Pump Broken
Hi. So I have the Kat Von D lock-it tattoo foundation and the pump is not working. when I pump it, the foundation doesn't come out, it's broken. Did this happen to anybody else? How can I fix it? I can't return it, because I ordered it online through a friend, and she sent it to me and I am in Europe and it would take forever to do this. 
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bloodyelegant / FRESH FACE / answered
A. I have this EXACT same problem-- broken when I got it :(  see post
Q. Order Status
This is my first time ordering online, and I ordered the legend cologne two days ago but the status is still "In progress".  Do you know how long it will take for it to start shipping?  I need it no later than next week.   --Thanks,                CaitNicole
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi CaitNicole,   I'm going to send you a private message so I can look into this for you. Thanks! see post
Q. Linking VIB card to online profile
Trying to link up my VIB points to my online profile so I can access my status and see my points.  Anyone know how to do this? Thx
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Mims018, I will send you a message to help. :) see post
Q. Item from order placed May 18 - Koh Gen Do Face Powder In Jar - seal was broken on the box and loose powder inside, request assistance.
Re: my Rouge order placed May 18th I received the Koh Gen Do Face Powder In Jar from this order today and noticed the seal was broken on the box and there was loose powder inside, like this was used/tested or something? I've never had issues with seals broken in the past, but that, along with some loose powder inside the jar seems like this was opened/tried by someone else, and I don''t feel comfortable using on my face. I've used this product in the past and never had a broken seal or loose powder in the jar floating around the sticker that covers the holes where the puff sits. Would someone message me to take care of this? Thank you.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi RainbowFace,   I'm so sorry to hear your order arrived in that condition! I'm going to send you a PM so I can look into this for you. Thanks! see post
Q. Sephora Bag?
Hi there! I'm seeing people getting a really cute bag from the Sephora play dates (I am a Sephora play subscriber) but my local Sephora doesn't offer play dates? Is there still a way to get the bag? 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @themusefactory,    This bag was from the Mother's Day Flash Your Card Rouge event. You're welcome to check with your local Sephora to see if these are still in s... see post
Q. Why was my Kora Noni oil promo removed from my order when it is still available?
I've just made an order, and added this promo to it. I mean, this promo is why I made this order in the first place. Plus, one100 point perk. Few minutes later I received an email saying those two things were removed from my order due to "out of stock inventory"... When both things are still available on your site! What in the world is going on?! Can you put those items back to my order? If not, can you cancel my order? Please and thank you.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Magrathea,   I'm so sorry your promotional offer and 100 point perk were removed from your order! I'll take a look at your order then send you a PM.   Always,... see post
Q. one billing cycle is over and nothing happened
its the third time i post my question on here and I sent couple of emails and my problem hasnt been solved yet.  I ordered some stuff from the website on  December 16, 2015 and it got cancelled a day or so afterwards. the problem is it is almost a month and i havent gotten my money back yet! I waited for "one billing cycle" to be over and contacted my bank any everything and nothings happened. it is really upsetting and unprofessional.   
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SIGHTSEER Darkbeauty999 / SIGHTSEER SIGHTSEER / answered
A. Iam now facing this problem and Iam asked to wait for one billing cycle to recieve refund.....did u receive your refund? If so, when?? Pls reply see post
Q. Two accounts? Lost order?
Yesterday I placed an order on my mobile device and I created an account, but when I tried to log in today, it appeared that my email wasn't associated with any account?    I tried to see if going through the process of creating an account would register that my email had been used, but now I have an account that doesn't seem to be connected to my Beauty Insider card, nor does it have a record of the order that I placed yesterday.    My Paypal account sent me an email to inform me that a purchase had been made, but I've yet to receive one from Sephora. Now I don't know if that order was received by the company at all or if I was charged for an order that doesn't exist in their system?   Any help would be much appreciated.    Thanks!   Katie  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi alakeattenth,   I'll look into this for you then send you a PM to assist you further!   Always, Danee see post
Q. Renewed VIB - How to use 10% in-store
Hello,   I renewed my VIB status. I know there's a 10% discount code for online Sephora purchases, but how do I use it for in-store purchases? Do I just mention at the store register that I renewed my VIB status, and it'll get automatically applied? Was there an email I was suppose to receive? Would appreciate the help!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @gymgirl2,   I will send you a private message so that I can help you with this.    Best Wishes,   Janean see post
Q. Unsuccessful Authorization Order
Hi, my previous order was placed on 23rd April, when there was a 10% off promotion for BI, but now I realized that it got cancelled. Could you please explain this? Thank you
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @HuuHydrangea,   I'm sorry to hear this! I'll look into this for you and send you a PM shortly.  see post
Q. Recieved an "USED&DAMAGED PRODUCT"
Hello, I just got my clarisonic radiance set today that I ordered from online, and i found out that the packaging was damaged (the box was a bit ripped), and there were tapes around the ripped area to fix it. Also, the condition of the head brush seemed like it has been used several times. I am very disappointed at this point that I recieved an used item with some damage on the product. Is there any way that I can get it exchanged to a brand new product? Thank you
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi katiekimm,   I'm so sorry for the condition of the Clarisonic set you received! I'll look into this then send you a PM.   Always, Danee see post
Q. Still have not received my package!
I placed 2 orders on Monday April 24th and I used my  flash shipping and I still have not received my packages. I called Sephora customer service on Friday and they said that it is all ready to be picked up and I should receive my tracking number later that day, I kept on checking my email and nothing. So I called Saturday and that lady said the same thing, but gave me 500 points for the delay. Again kept checking my email and nothing. I called today (Sunday) and this lady said that she doesn't know when it will be shipping, but gave me 200 points for the delay. I just want my packages. I am just wondering if this has happened to anyone else? I do want to say that I did place 3 other orders during the sale and I got those packages very quickly and no problem. 
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Q. I'm not finding Lancome Nude Miracle on this site. Did you stop carrying it? Thanks.
I'm looking for Lancôme Nude Miracle.  Been buying it on here for years.  Can't find it.  Help!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Moiterri, It hasn't been discontinued but we don't have a restock date quite yet. see post
Q. VIB Rouge Re qualification + VIB Rouge Welcome Kit Policy
Hi, I was re qualified for VIB Rouge every year but somehow I never got welcome kit.I  did see the Nar Blush for like 3 second online last year but it disappeared when I checked out.I didn't know that I was supposed to get it each year with rouge re-qualification until now but I thought online purchase should have shown it in checkout or store lady given those to me when I purchase items in store all these years? I also never get any email to remind me to redeem the welcome kit either I just found out about welcome kit will be given out when we re qualify for rouge status and it's not only one time thing where I became rouge for the first time after I talked to the representative today. Online representative also tried to help me out but couldn't and asked me to call the store. I called the store and they said they see I am qualified for rouge but doesn't say that they can give out the welcome kit to me somehow and I need to talk to manager for it. I was re qualified for rouge every year , latest was last year August 2016 and in store or online purchase never given me any welcome kit.  If I was supposed to get it every year I re-qualify for each year how come I never received it or no one mentioned it to me?  My point is 8,000pt was year and this year is 9,000pt. I would greatly appreciate if anyone could look into it to verify the policy and also add me to mailing list for the welcome kit redeem. Many thanks!
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MeganBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi moekyaw,    I would be happy to help you resolve this! I will send you a PM shortly.    Warm Regards,    Megan  see post
Q. Rouge Welcome Gift
Hi I was wondering how do I go about adding the rouge welcome gift to my cart? I noticed before I had the option to do so before checking out but don't see that option anywhere now. Any help would be great thank you!  
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @Joeybeanns,   I will send you a private message so that I can help you with this.    Best Wishes,   Janean see post
Q. DELIVERY NOT FOUND
Hi,    As tracking shows they already delivered my package at my front door.    However, I did not see it. I already sent @MariekeBT a DM but it is not read yet.   Please help.  
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Q. How can I get a Sephora Insider Card if I registered online?
Since I registered online, I don't have a Sephora Insider Card. I would love to receive one, but I don't know how so I don't have to repeat my super long e-mail address all the time! Can I get one shipped to me? Please answer me ASAP! Thanks!
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Q. Missed Birthday Gift!
Hi there, I forgot to collect my birthday gift (my birthday was in December). I was just wondering if there is any way I could get my birthday gift now or is it too late?    I have been really busy and could hardly find a time to go and collect it. Please let me know.   Any help will be really appreciated.   Cheers Nowreen
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @BeautyNowreen,   I'll send you a pm shortly to help you out. :) see post
Q. How do I merge my VIB card to my online account?
I made an online account and don't know how to put my card info into my account
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Q. MY BEAUTY INSIDER POINTS ARE ALL GONE!!!
Last time I checked, which was last night, I was a VIB Rouge client with more than 2500 beauty insider points.   But I wake up this morning and try to put items into the basket to get ready for the spring sale and I notice that I am no longer a vibe rouge client....?   So i went into the My Points & Status section, and it shows that I have earned no point....   I called the customer service and he tells me that he doesn't see any beauty insider points on my account either.   Plus he doesn't see the purchases that I made in 2016....   Why is this happening to me... like the DAY before Spring Sale!!!   Did this ever happen to anyone? What can I do to fix this??   PLEASE HELP ME!!
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Q. Can you use multiple discount codes in-store?
I have VIB status and will thus have access to the upcoming VIB sale. However, I also recently renewed my VIB status and received a 10% off discount code for that. I know currently you can only enter one discount code for online orders, but can you use more than one for a single in-store purchase? 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi cav17,   Generally, our Sephora stores are only able to accept one promotion code per purchase. However, I'd recommend contacting your local Sephora store directl... see post
Q. Online Gift Receipt Option?
Hello, I am purchasing something online to give as a gift to someone else. Is there a way I can get a gift receipt in addition to my own purchase receipt? I would also like to claim my birthday set and get samples  but I don't want these items to be shown in the gift receipt in case the person decides to return the product and purchase something else. 
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Q. My loves list has disappeared!! How can I find it?!
So I had a huge list on my love list, basically 5 pages worth of stuff saved, and now sephora got rid of it?! It basically tells me that I haven't started one yet. How do I retrieve it...? Has this happened to anyone before. Ever since they have updated their site, I've been experiencing a lot of issues. Who can I contact regarding this problem. If anyone one has answer please feel free to message me. Thanks 
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi rawrx,   Don't worry, we definitely did not get rid of the Loves list! When viewing the site, to the right of the big Sephora logo towards the top, you should see... see post
Q. Change my birthday
Hi! Could you please change my birthday from July 27th to June 27th? I didn't know that I may receive a gift when I set up my account so I just chose a random one. Thank you so much!  
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