Customer Support
Showing results for 
Search instead for 
Do you mean 
Q. Gave the wrong email for beauty insider card at Sephora
hello! Just got my beauty insider card today at sephora, but it seems like I gave the wrong email address to the SA, besides that I opened an account online. Is there any way to merge both accounts? Because I've got 100 points in my card and I don't want to loose them 
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ViMillan, I can assist you with this! I am going to send you a private message to assist you further.  see post
Q. Unsuccessful Authorization
I've tried to order several times this week, but each time I got an email several hours after I placed orders, saying that my orders have been cancelled . I have used my credit  card on Sephora.com before and it worked just fine. My card is OK with other purchases, too. I've checked my card information, address, telephone, etc. and found no mistake. Then I tried use gift card, but still dose not work.  I dont know why!!
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi irisblabla,   I am sorry for the difficulty you are having placing your online order on our website. I am going to send you a private message to get a little more... see post
Q. When will Sephora restock the Surratt eyeshadow and concealer brushes in grande?
Hi, The two Surratt brushes mentioned in my question have been OOS for at least a month. I would like to know if any moderator is able to provide a restocking date, as I prefer purchasing Surratt brushes through Sephora rather than Barneys. Thanks for your help!
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi liguriansea,   It looks like the Surratt Beauty Artistique Smoky Eye Brush Grande is currently in stock on our website.    I am not seeing a specific availabi... see post
Q. I FORGOT MY EMAIL IS THERE A WAY TO FIND OUT WHAT IT IS?
Heey   I have VIP card for a while now and I am trying to purchase some staff online but I forgot my email. is there a way to find out what it is?   thanks
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Shosheta,   I will send you a private message requesting more information so I can help you out with this. Please check your messages when you get a chance - than... see post
Q. Can canadians use gift cards online?
If I am in Canada, Why can't I use my gift card online? The lady at my local sephora store said I could.
see post
Fsindii / FRESH FACE / answered
A. SO **bleep** FRUSTRATING   see post
Q. online only
hello! i recently purchased something that is only available online and i was wondering if i would be able to return it in store?
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Caitlyn,   Yes, you can definitely return it to a store! Please be sure to bring your order invoice with you if you still have it :) see post
Q. store question
i live in florida. will my sephora store accept $100 bills and $50 bills? or should i exchange them for $20's instead???
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi JuliaSofia,   This is an interesting question! I'm not a lawyer, so take this with a grain of salt, but I believe that technically speaking private businesses can... see post
Q. Can i still get my points from previous purchases that wasnt in my rewards card?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi charmgee,   If you made a purchase but didn't get the points for it we can add them for you after the fact. I'll send you a private message requesting more detail... see post
Q. Sun Safety Kit - will it be available online again?
Hi,   Currently, the product's showing the following message: " Due to high demand, this item is currently sold out online. Use the "Find in Store" field above for availability in a Sephora store near you. "   Will it be available online again? I really want to get it, and don't have a store near me...     Thanks!
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi firefly02,   I am sorry that the Sun Safety Kit is no longer available on our website. The Sun Safety kit will be coming back in stock on our website :(. I apolog... see post
Q. Someones using my account
I recently checked my beauty bag and found that there were some purchases made under my beauty insider account that was not by me. The person also used 500 of my points. what can be done about this?
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi CK0426,   I am sorry to hear about this. I am going to send you a private message to assist you further. see post
Q. Need help with my BeautyInsider account
Hi! I would like to add my beauty card to my online account. Can you help me with that? Thanks
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @MissAria,   I answered your question here :) > http://community.sephora.com/t5/Customer-Support/Linking-beaty-insider-card-to-online-account/m-p/2018061#M28152 see post
Q. Is it possible to change my birthday on Sephora?
For some reason, it says on the website that my birthday is in May when I put it in as July. Is there anyway to change this because I was hoping to get my birthday gift in store while I am in the USA in July?  Thanks.
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi alixosse12,   I can update this for you. I am going to send you a private message to assist you further.  see post
Q. Can I return a product after a month?
I bought an Urban foundation and after a few uses realizes it didn't fit my tone. I have the box but no receipt. Can I exchange it?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Emmaps23,   If you bought this item from a store, I would suggest contacting the store directly for information about making a return or exchange. You can find yo... see post
Q. i have a notification bubble thing on my ipad app but have no idea what it's for... anyone know?
don't know who to contact about this. it's really annoying to see that notification bubble and not know what it's for!!
see post
HALL OF FAMER dianabt / HALL OF FAMER HALL OF FAMER / answered
A. Hello everyone!   The app IS indeed for the iphone case with a $25 purchase. Are you able to click the button or notification to make it go away? We're forwarding yo... see post
Q. Points?
Hey I was just wondering how I get "points" on Sephora.com. Thanks
see post
HALL OF FAMER tenngal / HALL OF FAMER HALL OF FAMER / answered
A. You receive one point for every dollar spent on merchandise at sephora.com or in Sephora retail stores. Every time you accumulate 100 points in your Beauty Bank, you can... 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 ??
see post
BEAUTY RESIDENT ametaldiva / BEAUTY RESIDENT BEAUTY RESIDENT / answered
A. I totally agree! I am VIB and I am on a limited budget atm with health conditions and can't always drive 30 minutes or more to a Sephora to spend a $150 store credit. No... see post
Q. Most recent order has the status unsuccessful authorization but the charge went through just fine
Most recent order has the status unsuccessful authorization but the charge went through just fine (checked with cc company) so why does the order have that status? There should be no issue...
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jen33487,   I reviewed your account and it appears as though you already spoke with a representative over the phone earlier this morning. Let us know if you need ... see post
Q. Sephora app for Android customers?
Are there any plans to release a Sephora app for Android phones?  I just switched from iphone to Droid, which has been awesome, but I do miss my Sephora app.  Made ordering and researching my products very efficient.  Thanks!
see post
IT GIRL shortie182 / IT GIRL IT GIRL / answered
A. When are you guys creating a sephora app for andriod users in canada?! It's only available in the states see post
Q. My Credit Card Has Been Charged Twice?
Hi! Today I placed an order, and later when I check my credit card information online, it appears that I've been charged twice! I checked my order status on Sephora and it seems like I only have one outstanding order.  I emailed customer support and received a confirmation email with my ticket number, however I'm unsure of what to do next.  Is there any way to get my money back? This has never happened and I've ordered from Sephora tons of times! This is very upsetting.   Thanks in advance,  Diana.
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Diana,   I am going to send you a private message to assist you further. I will be in touch with you as soon as I have more information.  see post
Q. I bought something from the sephora store and was wondering if I could return by mail?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AnnaS13,   Regretfully Sephora.com's warehouse does not accept returns of products that were purchased in-store. You will have to return the item to a retail loca... see post
Q. How do I become a VIB??
I have purchased from sephora in 2010 products worth more than 350$ why am not a VIB yet? and how long being a VIB will last?
see post
HALL OF FAMER oliviabt / HALL OF FAMER HALL OF FAMER / answered
A. Hi Rawan88 - When did you sign up for Beauty Insider? If you signed up after purchases were made then they won't automatically count towards your total spend for the yea... see post
Q. Associate Review?
I had some really great service today, and the cute associate gave me a slip of paper with the website where I could basically review her as an associate, saying that she made recommendations, gave me a sample, etc. The sad thing is, I have misplaced the slip with the website on it. Can someone please put me in the right direction? The associate was so fantastic, and I want to give her credit!
see post
JulesSuzette / FRESH FACE / answered
A. I want to do the same! ^^^^ What's the website??   see post
Q. How many gift cards can I use online? Is there a limit on how many bar codes I can add?
fsafdsaf / RISING STAR / answered
A. why do you guys restrict the number of gift cards that can be used per purchase online? are we still in the stone ages? gives consumers no incentive to give sophora gc... see post
Q. Can I still receive points on an instore purchase?
Can I still receive points on an in-store purchase, my original beauty insider card...i forget which email I used. So I carried on with my purchase after being told I can register for a new card and redeem the points online. So far I have already registered for my new beauty insider membership. How can I get my points on my in store purchase?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi KatrinaEliza,   I can help you out with this and combine your account and your points as necessary. I'll send you a private message requesting more details! see post
Q. do you get the same prices in store & online?
are certain prices online only? please answer! thanks
see post
SIGHTSEER Rachel13y / SIGHTSEER SIGHTSEER / answered
A. I just got charged a different price. Can you explain why that happened? see post
Q. Sephora Exchange/return?
I bought a concealer during the 15% VIB sale, and it ended up being the wrong color. Can I evenly exchange the concealer for another color, or will I have to pay a price difference?  
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @DaenyRosa,   As the Love Note Promotion has now ended, we are no longer honoring the discount. However, if the product was purchased in store, it is at the discr... see post
Q. Unsuccessful Authorization in a reorder !
I placed a reorder and got (  Unsuccessful Authorization ) in the status again ! I may rethink buying from Sephora =/ 
see post
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @NoufE,   I'm so sorry about that! I'll be happy to look into this for you and send you a private message with more information.   Always, Danee see post
Q. Unsuccessful Authorization Order
Hi   I placed an order on the 24th of April 2015 and after checking out I saw ( INITIAL )  under STATUS in the printed receipt, few days later when I checked my order status I found ( Unsuccessful Authorization ) what does it mean ? Do I have to reorder and pay again !?      
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi NoufE,   An unsuccessful authorization means your order has been cancelled because we couldn't verify the payment information. There are many reasons why we would... see post
Q. Will sephora match other companies prices or freebies
Will Sephora match another stores / companies price or give away? I want a product, and want to buy it from Sephora but the product elsewhere is being offered with 2 freebies with purchase. This doesn't even coun towards the using only one code...I want the points but it's a better deal at the other store, same price., just 2 free items which make it worth it.
see post
BEAUTY MASTER Onceuponatime45 / BEAUTY MASTER BEAUTY MASTER / answered
A. Price match is not done even if Nordstrom is the other retailer? That's unfortunate because I would go to them for the price difference when it comes to Dior products. see post