Customer Support
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Q. Beauty Insider Card Help
I have an in store Beauty Insider card and also an account online. I was wondering if there was anyway to connect my in store card to my account here?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi marissacurley,   Yep, there's definitely a way and I can help you out with that! Sending you a PM now :)  see post
Q. I have a VIB card for in store but my points dont show up online, is there any way to get them linked?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Zoey3214,   I would be happy to link your accounts for you! I'm going to send you a PM now. Thanks! see post
Q. Link Beauty Insider and Online Account
I got a beauty insider account card in store and made an online account but there not linked; how do i link them?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Mikariangel,   I'd be happy to help you with this! I'll send you a PM now.   Always, Danee see post
Q. I didn't receive my birthday gift email this year. I am receiving all other emails from Sephora, however. Please help!
I didn't receive my birthday gift email this year. I am receiving all other emails from Sephora, however. Please help!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Noushyp,   I'm sorry for the confusion. We don't always send emails regarding the Birthday Gift as it is not needed to redeem it. If you'd like to redeem your gif... see post
Q. Stila 500 pt perk
The shadow in Kitten arrived shattered. Can I have it replaced?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Imababymuffin, Oh no! I'm sorry to hear that. I will send you a private message with more information. see post
Q. Link between BI card and my account
Hi! On this website, its written that I only have 25 BI points. However, when I went shopping last week in store, my BI card showed that I had over 700 BI points. I'm actually a VIB in store, but on the website, I am a basic beauty insider. Is there a way to combine both to show how much point I really have?   Thank you!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi karolanbb,    It sounds like you might need your accounts linked! I can help with this and will be sending you a private message regarding this. Please check your... see post
Q. Can I exchange a gift I received without a receipt?
I received an Anastasia Dipbrow as a gift recently, but it's in the wrong shade and the person who gave it to me no longer has the receipt. Can I exchange for the right shade in store if it's unopened?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi natalegz,   I'm sorry to hear the item you received as a gift is the wrong shade! For more information regarding returns and exchanges without receipts, I'd sugge... see post
Q. Got the wrong order...
I've never had a problem with any sephora orders, but I got a sephora order today like the order tracker said, yet the items inside the box were not mine, nor the receipt. The person who ordered these things were actually from a city on the opposite side of the country. I was extremely disappointed and I called to find out what to do and the advisor I spoke to seemed like she did not know a clue about anything I was talking about and it took a long time to actually be helped. I sent back the package but I am wondering how long it will take to get my order. I needed it for today and did not get it.. The least that can be done is offer me a discount or something at least, because I had to use up my time on my day off at work to go and get this figured out and bring it to the post office to be sent off. I called again to see if someone else may potentially have my package or if it is even shipped out at all, and the second woman was also not very helpful. Not impressed at all... Do not want to wait another 2 weeks for my package.   Edit: I ordered the Cover FX enhancing drops in moonlight, and now I see that they are sold out on the website. Does that mean that I will not be able to get it since when Sephora gets the package from me, they will not have it anymore????
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Brittannxo, I am so sorry to hear that you received the wrong order. I will look into this for you and send you a message with more info. see post
Q. When will Sephora get a credit card?
I would love it if Sephora came out with their own personal credit card! Does anyone know if that's in the works?   Thanks, <3 Smash )
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ashleycalbert / FRESH FACE / answered
A. not yet but i know Ulta just came out with a credit card! so i'm sure Sephora will be doing the same thing soon enough:) hope that helps! see post
Q. Appointments
How do you make an appointment? How much is it and for how long/what do you get in it?
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BEAUTY BUFF amdwash / BEAUTY BUFF BEAUTY BUFF / answered
A. Click on the stores and services button, it should be right next to wear it says basket on the black bar at the top of your page. Type in your area and pick the sephora ... see post
Q. I had the same problem and it wasn't answer on here so I'm asking again.
My BI card and my account on sephora.com are not connected, can I change this so that I can use my points online?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Courtneyanne99,   Sure! I'll send you a PM to help you  out with this. see post
Q. Beauty Blender Solid Cleanser half gone after SINGLE use!?
I recently purchased beauty blenders solid cleanser and used it for the first time today, and to my surprise nearly half of the bar is gone now! I only cleaned 3 brushes and one beauty blender and I followed the instructions on the back. Has anyone else noticed this? In addition, little pieces of the soap are breaking off ... I'm thinking there may be something wrong with mine but how do you mess up soap?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi emmarose24,   Depending on how much washing you're doing the solid cleanser typically lasts a few months, in my experience it will start to break when the bar sta... see post
Q. Will there be a Sephora Epic Rewards this year?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi amdwash,   Epic Rewards was a special rewards launch that occurred last summer, not an annual event. Please stay tuned for our next offerings and promotions from ... see post
Q. Points Not Added to Account
Have made two purchases in store, neither of which have been credited to my account. Originally signed up for an account online but was given a card in store, however my card says Beauty Insider even though my online account is VIB? Is it possible that I have two accounts?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ashleighlouise,   It sounds like you might have two separate accounts! I'm going to send you a private message now so I can look into this for you. Thanks!  see post
Q. BEAUTY INSIDER AND ONLINE ACCOUNT
My BI card and my account on sephora.com are not connected, can I change this so that I can use my points online?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Anna9795, I will send you a message to help with that. see post
Q. stock
I was somehow able to order an item that is currently out of stock. Will it be shipped after it comes back in stock or is this a malfunction?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Fl0wer, Sorry for the confusion! The status you see in your order summary just means that it is now out of stock and you wouldn't be able to reorder it. If we aren't ... 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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alliegatormarie / FRESH FACE / answered
A. I agree, this is a horrible policy! I'm not the biggest Sephora fan anymore. see post
Q. Used the Code and the order not being authorized
Hello , i used the code in my order , but  the order status is"unsuccessful authorization" , i check my information is right , so please help , thank you
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A.  Hi @SeanW,   I will send you a private message in regards to this. Please check your messages when you have the chance.Thank you!    Best Wishes,   Janean ... see post
Q. Returning Sephora.com item to store from order over $50
Hello all,   So right now I have an order in my cart that is about $90, so I would get free shipping. Say I were to not like one of the items and return it to a store (with original receipts and everything). If I were to subtract the price of this product from the original order total and it were to bring it down to under $50, would I have to then pay $5 that the shipping would have cost for the other product then and there because the other product was below $50? Also, if I were to use a gift card for part of the order (and deplete all the money off the gift card) and then return one of the products, how would they refund the money for this item? Just put the amount on another gift card? These may sound like a dumb questions, but I just want to make sure. Thank you!!!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Hopeloma, No, you won't be charged for shipping if you need to return something from your order. If you pay with a gift card, the store would either return it to a gi... see post
Q. VIB Acc Issue
So a couple of weeks ago I realized that points weren't getting to my account online but they went through in the card. I asked how to get the points transferred to this account and someone here helped. However, last night I purchased something and achieved VIB where I got a new card but the cashier told me that I need to get rid of one of the accounts because there still are two accounts... Could someone help me and still keep my points?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi polarizedsophia!   I can assist you with this. I'll send you a private message now :)   Always, Danee see post
Q. Why can't I edit reviews?
Can you not edit your reviews on the site? I reviewed something that I initially did not love, but after using several times I actually do like. I want to change my review...but i see nowhere that allows me to do that.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. I am closing this thread. I'm sorry if we missed your post! If you have a similar issue, please create a new thread under the Customer Service board or send me or any of... see post
Q. Returning w/o box or receipt?
Hi! I purchased a foundation about a week or two ago, and I was so excited to get it, I threw out the box and receipt because I thought I was going to love it. Unfortunately I don't When I purchased the foundation I did use my beauty insider card, and I also have the credit card that I used to pay for it, to prove that I did buy it from Sephora. I was wondering if I could exchange it for another foundation or get some in-store credit? Thanks! 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mad904,   That should be fine! I recommend contacting the store directly before you head in, just to verify their specific policies first. see post
Q. Returns
I returned a foundation in the mail almost the same day I recieved it because nothing came out when I squirted out and the bottle refused to open (the MUDE HD), the warehouse has recieved it but they will not process my refund because they say it was empty, I'm not sure what to do? They mentioned a note on my profile and I am wondering if I should delete my rogue account. I recently moved to an island and have had to do a few returns by mail :/ 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi NinaBelen,   I'm sorry to hear your return was not able to be processed! I'll send you a private message so I can assist you further with this.   Always, Da... see post
Q. Flash Shipping Failure
I placed an order before 2 pm PT on Friday, expecting it to arrive today.  This morning, tracking indicated it would arrive later today.  Now I look to see that it will not arrive until tomorrow.  I relied on the date based on the information Sephora provided, but now I have to come up with an alternative because my package did not arrive on time.   I've also noticed that orders I place on Thursday before 2 pm often do not arrive until Monday.  I feel misled by Sephora for claiming 2 day shipping for items that ship Thursday, but don't arrive until Monday.   Anyone in a similar situation?
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BEAUTY MAVEN hipsypixi / BEAUTY MAVEN BEAUTY MAVEN / answered
A. I tend to have this issue with nearly all my orders. They rarely ever get to me sooner than the three day shipping speed. Sucks because I have purchased the flash shippi... see post
Q. Can you combine multiple e-gift cards?
I earned 4 e-gift cards which total to $40 worth. I would like to buy something that is $46 with all of my egift cards, can someone tell me how? Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. nosillac wrote: I earned 4 e-gift cards which total to $40 worth. I would like to buy something that is $46 with all of my egift cards, can someone tell me how? Tha... see post
Q. Beauty insider points
I made a purchase yesterday at my local Sephora and the receipt showed my total beauty insider points with the latest purchase added. My problem is that when I logged online my latest purchase was not reflected on my total beauty insider points. Someone help me, please?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Raaawr, I will be happy to look into this for you. I will send you a private message for more information. see post
Q. Limit on the number of returns?
I have heard several people now mention that Sephora stores will no longer accept returns from them for "too many returns". I have scoured the website and my receipts to see if there is anything that indicates that there is a limit to the number of returns a person has but to no avail. What exactly is Sephora's return policy regarding the number of returns a person can do? I know for one, I get a lot of gifts from people from Sephora and I do return some of them because they are not what I want (mostly unused) and I do return some items I've bought that just don't work for me. One reason I like shopping at Sephora is the return policy but if they are going to limit the number of returns, that would be nice to know and it should be clear on their website what the policy is. Thanks!
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BEAUTY BRAINIAC Myriam613 / BEAUTY BRAINIAC BEAUTY BRAINIAC / answered
A. My sister and I shared an account, spent about $1500 in two months and returned over $400 worth of items, all with receipts and most of it wasn't even used or tried on. ... see post
Q. Beauty Insider Points Not Updating
I bought something at Sephora a couple days ago but I haven't gotten my Beauty Insider points nor has my purchase history been updated yet. I think the cashier must've forgotten to input my email. What should I do??
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi meng20,   I can help with this! I'll PM you shortly. see post
Q. In-store points not showing up on my online profile?
I need help linking my beauty insider card with my online account!  My in-store purchases are not showing up on my online account.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mmckanna,   I'll PM you now to help with this! see post
Q. If i have multiple coupon codes can i use all of them or just one?
I want to place an order online but I have a coupon code for 20% off, a free buxom mascara sample, and an iPhone case can I use all three or just one of them?
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HALL OF FAMER melissabt / HALL OF FAMER HALL OF FAMER / answered
A. Hi Gggirly,   Sephora is only able to process one promotion code per order. You may place three different orders to redeem your codes. I hope this helps! see post