Customer Support
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Q. Order Showing As Delivered - Was NOT Received.
Please help!   I've recently purchased two separate orders (one on the 24th and one on the 25th), though both orders say they have officially been delivered, I haven't received the package. I asked my parents and both deny seeing it or having a hold on it, even knowing there  was a package. It wasn't on the front porch, nor anywhere near the mailbox. What do I do? Please help. 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @NovoKoda,   I'll send you a pm shortly to further assist you with this. :) see post
Q. Brands Search
I'm not sure who this really goes to but PLEASE BRING BACK THE OPTION TO SEARCH BRANDS BY A THROUGH Z!! That way actually helped me to discover more brands than by these new options without it. Thank you.
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BEAUTY CONNOISSEUR Tramalala / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / answered
A. Is there any update on when the site will be fixed?  The new site is not shoppable. see post
Q. combining beauty insider cards??
how can i combine my beauty insider points. I have three seperate cards and want to just put them all on one caard...?
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IrisLynn24 / RISING STAR / answered
A. I need help combining my cards as well see post
Q. Points not applied after months.
Hi I noticed that my points have not been updated since January 10. I've made purchases over $100 and I'm just realizing my points aren't being added.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi SkynDeep,   I'm so sorry to hear about this! I'm sending you a PM to assist you with this.   Always, Danee see post
Q. Gift cards
I have two Canadian gift cards that I would like to use toward an online purchase. Can I use both gift cards for one order?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @lauralalc,    Yes, you can use up to two gift cards for your online purchase! If you'd like to use more than two or are having difficulty applying both to your o... see post
Q. BIRTHDAY GIFT HELP
Hello,   My birthday month has recently passed but I wasn't able to redeem my free gift in time, and now checkout won't let me. Is there anyway I can get it now or do I have to wait a whole year?   Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Tartelett3, I will send you a message to help. see post
Q. How do I change my Birthday on my account?
Hi! How do I change my birthday on my account? I had put in a random one when I created my account but I would like to change it to my real birthday. I was able to change the year but somehow I cant find a way to change the current date (January 1st) to my actual birth date (April 29th). Any help is appreciated, thanks!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi sephoraddict123,   I've updated your birthday to April 29th for you :)   Always, Danee see post
Q. do you need a receipt for returning sephora.com order through the mail?
i will be returning a sephora.com order through the mail, but dont have the receipt that came with the package. is this a problem? if so, how can i get a copy of my receipt to include in the package?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi amstpiere,   It's no problem! :) You can re-print your invoice by logging into your account. Under ‘My Account’ > ‘Orders’ select the appropriate order number and... see post
Q. can i return a product bought from a regular sephora to a sephora jcp even if the sephora jcp doesnt carry that brand?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi amstpiere,   Yes, you can return the item to a Sephora inside JCPenney location even if they don't carry that brand! However, I do recommend contacting the SiJCP ... see post
Q. Returns?
I wanted to return a couple items from an order I made online. Not sure whether to mail them or go to a free standing Sephora, though it's extremely far. The card I used to place it has been canceled and replaced, so how do I go about getting a refund?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi captaainleese,   I'm sending you a private message with more information!   Always, Danee see post
Q. Someone is using my Beauty Insider card? I see purchases that i didn't make!
I recently logged into my sephora account and see a lot of purchases on my Beauty Insider card that I didn't make, in places I didn't go! I'm confused and don't want people using my points that I've cumulated! Can you help?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @Katiemcdade12!   I'll send you a private message shortly to help you out with this. :) see post
Q. Unsuccessful Authorization
Hi, I thought everything was fine with my order and didn't get any messages to the contrary but checked the Sephora website today, only to see that my order has had an unsuccessful authorization.   Can you please tell me why this may have been unsuccessful as I already receive a paypal notification of the purchase   Luisa
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @LuisaFG,   I'm sorry to hear this! I'll look into this and send you a PM soon. (:  see post
Q. How to transfer points
I have an old card with an old email and I want to transfer points to my new card.  How can I do that? If I can do it with a link, thatd be amazing.  I'm at a meeting right now and I cant call. Thanks in advance!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi presleyjohnson,   I would be happy to help with this! I'm going to send you a PM now so I can assist you. Thanks! see post
Q. How do I compliment a terrific employee?
Joanna who works at the Sephora on 76th and Broadway is terrific. I wanted you to know that.   thank you, Katell (a satisfied customer)  
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Bex1214 / FRESH FACE / answered
A.   I realize that this may not be the right place for this but I just felt compelled to put my two cents in.  The first Sephora within 150 plus just opened at JCPen... see post
Q. Beauty Insider card and my email adress
Hi! I registered for the beauty insider program at sephora, got a card, then I registered online to create my own account. I guess that's what I was suppose to do. But it seems like my card number is not connected with an e-mail adress. Should I put my card number somehere in the profile?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. I am closing this thread. If you have a similar issue, please create a new thread under the Customer Service board or you can send me or any of the other mods a PM. Than... see post
Q. sephora card please help
hi! can someone please help me went to buy at sephora's store and they gave me a black beauty pass then i tried to make an account but it seems that the number from card is different from the one i've sgned in.. can someone help me sync my card to my online account? thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi istal23,   I can assist you with this :) I'm sending you a PM now!   Always, Danee see post
Q. VIB Rouge Welcome kit
I haven't received VIB Welcome kit yet, How can I get it with online purchase?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Hyejeong,   I see that you are located in Canada and regretfully, the VIB Rouge Welcome Kit on our Canadian website is currently out of stock. I'm sorry about tha... see post
Q. how do i get my bday gift online?
I have a question ,how do I get my bday gift online it keeps acting weird.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @zooooooo!   You can redeem your birthday gift during checkout of an online order on the samples selection page. this can be done two weeks prior to or after your... see post
Q. Rouge 3 day shipping
Hello,   I was wondering if anybody was having a delayed shipping issue.  I placed an order on Monday afternoon and have not yet received a shipping notification.  It is currently Wednesday evening.  I had look at my order history since 2015 and have always had the shipping label (email notification) created/sent the same day or the day after at the latest.  I live in Canada and have always been impressed at how fast the orders arrive to my doorstep from the Mississauga facility (48 hours sometimes!).
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SIGHTSEER UrbanMistouflet / SIGHTSEER SIGHTSEER / answered
A. Update: I received my package this afternoon :) Thanks Sephora for sorting this out quickly! see post
Q. Cant use Store Credit Online
Why cant store credit be used online ? I dont understand, the money goes to Sephora regardless, and there are so many items that are online only. I know i cant be the only one that hates this, it makes me sooo mad becuase i hate going to store when i can place orders online from home. but then if i ever return something without a receipt i get stuck with store credit that just sits in my wallet forever. is sephora ever gonna change this ??
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BEAUTY BUFF toofacedguru / BEAUTY BUFF BEAUTY BUFF / answered
A. This is honestly so frustrating! I was ready to order something online and I can't use the card! It would be easier to have returned it to a Sephora inside JCP because t... see post
Q. Sephora points
I bought face wash and a mascara at my local Sephora. I do not have the points I should've received. When I was there, the cashier said that I have 611 points, but looking at my account, it is not there. When I go to the purchases tab on my account, it doesn't even say I bought it! Maybe she put it under the wrong account? I'm not sure if anything can be done, but I would like my points.    Thank you! Emily
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi EmilyHalloran1,   I can assist you with this :) I'm sending you a PM now.   Always, Danee see post
Q. I didn't receive my 3 free samples from sephora when I made my purchase. How can I get them?
Free samples weren't received
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LaLaW9 / RISING STAR / answered
A. I am a Rouge member and never got my samples. Suggestions? see post
Q. Can I get my birthday gift in advance?
My birthday is in July but I already know that I will not be in the states for the whole summer, therefore I'm wondering whether I could get them before I leave...( Actually it's also fine if I could get them after I'm back but I really love that tarte blush & wanna use it during summer, so I'd love to get my hands on it earlier! )
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Snowe524!   Regretfully, you won't be able to redeem your birthday gift online earlier than two weeks before your birthday and two weeks after your birthday. Alth... see post
Q. STUCK on Canadian website
Hi - hoping that I can get a better response by using this forum, as I emailed through the same query and the "information" I received back was simply the phone number.  Can I please get a real answer or solution?  I do NOT have a phone as I am only visiting here short-term and heading back overseas shortly.   For some reason, I am TRAPPED on the Candian version of Sephora.com and can't get it back to the US version, even though I'm in the US, I will be using a US credit card, and the products will be shipped to the US.  I'm not sure why it's still re-directing to the Canadian website...   I have tried clicking on the link to visit the international pages, I have restarted my browser, and even my computer.  I hae cleared all of the browsing history and cookies.  I have tried clicking on the link from the newsletter that's emailed to me.  I have tried to visit the site through a proxy.  No matter what I do, I'm still getting stuck on the Canadian version - with the Candian prices and the product restrictions (which, of course, include products that I am trying to order)    
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Aussiemate.  I'm sorry you are having problems with the website.  I'm not sure why you are getting directed to the Canadian checkout.  If you go to www.Sephora.com, i... see post
Q. Just need to change my birthday!
Does anyone know how to change the birthday on the profile? I have tried updating all sections of my account and beauty profile but I don't seem to find where the birthday is. I just need to change the day since it's entered incorrectly. It's a little thing but big enough to bug me!
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Isabella29 / FRESH FACE / answered
A. I accidentally made my birthday January 6th instead of January 29th(my real birthday). Could someone please help me change it? Thank you! see post
Q. unsuccessful authorization
I placed an order on 1/1 and found out that my order has been cancelled because of unsuccessful authorization. So I order them again on 1/4, but the problem wasn't solved. It also has been cancelled.  what's wrong?  I'm worried if I can't get my money back on those orders. 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi yeram,   I saw your previous post, and have sent you a private message in regards to your concerns. Please check your inbox. Thanks! :) see post
Q. shipped but still in progress and can't track?
I received an email today at 5:24pm saying my order has been shipped but : 1) my order status is still in progress 2) when I click on track in the email, it brings me to another page where it says under delivery date: " Delivery date information will be available once your package has been shipped. " 3) the tracking number doesn't work when I try to track it on the canada post website Am I doing something wrong 😅....?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Ambi07!   I'll send you a private message shortly after I take a look into this for you. :) see post
Q. Missing items in the Marc Jacobs Lipstick set AND Rouge gift??
Two things I would like some help with please...   1:  I bought the Marc Jacobs Up All Night Five-Piece Petites Le Marc Lip Creme Collection online on the 16th of December (order number 54289102XX) as a gift to my friend. She opened it yesterday only to find that instead of the five different shades, she had been given two of two shades (Slow Burn and Miss Scarlet) and no Scandal or No Angel, as shown in the attached photos.   The shades she has are: Oh Miley! x1 Slow Burn x2 Miss Scarlet x2   The biggest problem is that I am in New Zealand (where she is also as I had brought the set as a gift over to her) until December so I cannot even go and exchange it in store. Can you please help us find a solution for this muck up?     2:  The second part is that my Rouge Welcome Gift (NARS blush) seems to have disappeared. A few days ago I had popped it into my basket, but then logged out of the app before making the order because my points had disappeared and I was back to VIB like a few others seem to have experienced during your maintenance and caused issues with other (point) rewards in my basket. In logging out, the app told me it would clear my basket, and I accepted that because I had my products saved in my love list anyway, and could easily add them and the Rouge gift back into my basket later. The points and my Rouge status is back, but now the problem is that the Rouge gift seems to have disappeared on the Rewards page from where I had originally added it. 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @asaphia,   I'm sorry to hear this! I'll look into this and send you a PM soon.  see post
Q. not receiving emails
It's been 3 months since I was told this issue was fixed (my email was "reset") but I am still not receiving emails, VIB or regular Beauty Insider. It's been over 9 months in total since I noted I wasn't receiving emails, please help! Thanks, Sephora! Christina __________________________________________________ _ My previous message in May: Hi Sephora CS Team, I have not been receiving my VIB as well as regular Beauty Insider emails for over 6 months now. I called the VIB hotline to fix this and was told there may be a 2-4 week waiting period for my account to reset, but I am still not getting emails.. that was March. Can you please help me fix this? I've missed every promo except Chic Week. Thank you!
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BEAUTY BRAINIAC sheilaga / BEAUTY BRAINIAC BEAUTY BRAINIAC / answered
A. I have not been getting my emails either since August of 2013.  I finally realized there was a real problem in December when I got an email to review my status and my em... see post
Q. returns
I bought my sister the urban decay palette 3 for Christmas, she has had some reaction to it, red dry skin around the on and around the eye lid, she doesn't have the box anymore. Can we still return it? or even exchange it for a different palette?
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BEAUTY MAVEN sarastop / BEAUTY MAVEN BEAUTY MAVEN / answered
A. u can exchange it easily. You will get a store credit, just bring your drivers licenses. Sephora will never say no. see post