Customer Support
Showing results for 
Search instead for 
Do you mean 
Q. Linking accounts??
I signed up for beauty insider in store but didn't give them my email. I later made 2 accounts with 2 separate emails trying to find a way to link them to my card myself online. In store when I forget my card I will give them one email and sometimes my sister will give them my other email to give me points. I would like to transfer all my points to one email and link it to my card please.
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Karma1996,   I can link your accounts for you! I'll send you a message requesting more details so I can complete this process. Check your messages soon! 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.
see post
BEAUTY PRO bleuorchid21 / BEAUTY PRO BEAUTY PRO / answered
A. I would like an old review removed so I can post a new one. I posted a review on the Anastasia DIPBROW Pomade  back in February 2014 and repurchased the product in Octo... see post
Q. Two Accounts!
Hi, I registered for an account today in store without realizing I already had an account. How do I either delete or merge these accounts?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi hannahdd,   I can merge your two accounts for you! I'll send you a private message requesting more info so I can help you out with this. see post
Q. Updating Status
I recently went to Sephora and my points weren't added to my Beauty Insider card because it wasn't used. Well I contacted costumer service and my points were added but not the amount of money I spent. Is there any way to add that amount? I would be very close to getting updated to VIB Rouge if that money was added.
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi VeronicaRico,   Due to system constraints on our end, we are unable to update your spend total if your Beauty Insider card is not scanned at the time your purchas... see post
Q. Delete my Sephora account?
Hi, I didn't know I had this second account and I wanted to know how I can delete it. Also, I noticed that I had recieved points here from a recent purchase and wanted to know if I can transfer them to my primary account.
see post
Vaneee / NEWCOMER / answered
A. i would like to link two of my accounts how would i be able to do this ? see post
Q. medallia survey link
what is website to do the survey on how I felt with my makeover? I was pleased with my service, ,but can't get the site. Thanks
see post
SPECIAL GUEST sunnybunz / SPECIAL GUEST SPECIAL GUEST / answered
A. Is there anyway that I can get the link too?    see post
Q. Sephora Colorful Eye Makeup Class
Hi, I attended the Sephora Class: Colorful Eye Makeup in West Vancouver early March and, at the end of the class, I actually forgot the 2 papers where the "instructions" to reproduce the makeup were written .   As it was one of my favorite classes, I was wondering if anyone could send me a copy of these paper from this class, that would be awesome!
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Calia0411!   I am sorry that you forgot the handouts that were given out during the Sephora Colorful Eye Makeup class. Unfortunately, I do not have any additional... see post
Q. Why my order was cancelled?
i placed order by gift card and ship it to my aunt's restaurant but the order was cancelled. my previous orders are ship to the freight forwarder address. So i understand that you have to cancelled my order because you not ship to freight forwarder. but this order is not ship to freight forwarder. would you please tell me why my order was cancelled.
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi sukii, I sent you a message with more info. :) -Laura   see post
Q. WISH SEPHORA HAD A CREDIT CARD, CAN YOU BELIEVE MY BOYFRIEND SUGGESTED THIS : )
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Your boyfriend had a good idea, lynndee562! At least we have gift cards so our family and friends can help feed the addiction.   see post
Q. SEPHORA VIB ROUGE SALE 2015
I can't remember when it was the past couple years, but does anyone know roughly when it's going to be? I'm waiting on this huuuuuge purchase to do during that sale and I want to figure out when it's going to be. THANKS!
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Jaaay95,   We are unable to provide details about possible future promos for competitive reasons. Please make sure that you are subscribed to receive our emails a... see post
Q. Order was missing Brushes
Hi My name is Yun Bora. Bought the product. However, it does not contain a brush.(camouflage powder brush.) Please answer!
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi borachuu,   I am sorry that the powder brush was missing from the Laura Mercier kit you received. I am going to send you a private message to assist you further. ... see post
Q. How do I get my PIN number for my vib rewards card
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi akf3,   Our rewards cards do not contain any sort of pin numbers. I apologize for the confusion!  see post
Q. Foundation Worries/Return
Hi!    I got the Yves Saint Laurent BR 30 from my sister for Christmas. I feel like it has been working for a while, but I keep on noticing myself feeling stressed it's too dark.    It's not too much darker than my skin tone, but enough to make me feel self conscience about it. If I brought it into the store, and they could colour match me to a different one, would I be able to return mine? I still have the box, but no receipt as I don't want to have to ask my sister for it (she doesn't keep them, and I don't necessarily want to offend her.)    I'm usually a fair-light in everything, but this says fair to medium. I haven't used much of it (because I'm self conscious.) How hard would it be to return it, as it's from December?    Thanks for any help!
see post
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi laurani! If the foundation is lightly used, the store may be able to exchange it for you.  If the bottle is half empty, then you can always purchase the new shade you... see post
Q. Need help linking VIB card to online account
My VIB card hasn't been linked to my online account and it says that i'm a beauty insider. Can anyone help me out? Thanks!
see post
Q. VIB membership Package question
So I recently became a VIB member, and my qualifying order was online so they sent me the shiny silver packet with the coupon vouchers for ten percent off, and a free 45 minute makeover. I then proceeded to go to a store to get my card, and then was handed another silver packet with another two vouchers.    My question is, can I take both of the 45 minute makeover vouchers and go to a sephora with a friend and get our makeup done? Or is that against protocol? Also would I be able to use both 10% off vouchers?    I also heard that if you spend $50 in store you can get a free 45 minute makeover. Is this true? I'm curious to know how the stores can ensure that customers spend $50 on product afterwards?  
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi tinytimelord,   Congratulations on reaching VIB status!   You won't be able to use the 10% off introductory promo twice - it's a one time use promo code so if... see post
Q. returns
Hi, I bought a mascara but it is not doing anything for my lashes. i used it twice. is it possible for me to return it? Thanks!
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Dansa4eva, Yes, please bring your product with the receipt to the store for a refund or exchange! :) -Laura   see post
Q. Can I redeem the points for an item that a cashier forgot to put?
I bought something from Sephora but I don't have the points for it! I bought both naked and naked 3 palettes back in January, but I just noticed now that I never got points for it. I threw away my receipt, but I do have the products to prove it. Is there anything I can do?
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi kathuii, I will send you a message to get your info. :) -Laura   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
SCENE QUEEN KSpinks / SCENE QUEEN SCENE QUEEN / answered
A. how is this still an issue!   see post
Q. Merging Accounts
Hi, I have a Sephora account online but do not have a card for it and would like to merge this account with another which does have a card, is there a way of doing this?
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Monique, I can link your accounts for you! I'll send you a message to get your info. :) -Laura see post
Q. Returns?
Can I still return something I bought 7 months ago but have barely used, without original packaging but with a receipt?
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Joyfullolove22,   I'm sorry to hear that the product did not work out for you!   Since it past our return policy, please visit your local Sephora Store http:/... see post
Q. Beauty points not added
I made a purchase in store and my beauty points weren't added to my card. I never had problem with my points when I buy something online. Can somebody help me with that please? Thanks!  
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi raaaa, I am still unable to answer your private message! Please shoot me an email at community.support@sephora.com where I can assist you with this. Thank you and I a... see post
Q. Soap & Glory's Face Soap And Clarity™ Vitamin C Facial Wash
When do you think Soap & Glory's Face Soap And Clarity™ Vitamin C Facial Wash will be back in stock?
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Katrina10212,   Soap and Glory's Face Soap And Clarity™ Vitamin C Facial Wash will be back in stock in the next week or so. I recommend signing up to receive an i... see post
Q. Returns without a receipt?
I purchased a Clinique 3-step skincare kit about 3 weeks ago. Unfortunately it has caused my usually clear skin to break out in tiny red pimples all over my face. I have thrown my receipt away, but wonder if I can get an exchange/store credit if I return it. Thanks for your help!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Erikalh! Sorry to hear the products didn't work for you. :( For products ordered on Sephora.com, you can print out a copy of your order summary from your online ac... see post
Q. Points not updating
hi everytime i go in to store the points the cashier tells me are correct but then i go online and it says i have only made one purchase and that 5 months ago ! i am close to being a VIB and want my status to show online i tried changing my password, logging in and out, and now I'm here please help
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi haleygorgeous,   I would be happy to look into this for you! I'm going to send you a private message now so I can assist you with this :) see post
Q. Sephora package never arrived? (UPS)
My package was supposed to arrive 2 days ago, and the UPS tracking page says that it's delivered, but I checked all around my house and couldn't find anything. The order total was only $13 but still... Any mods out there who can help me look into this? I usually never have any problems at all with online shopping at Sephora :/
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jaaaane,   I am sorry that you did not receive your order. I can definitely look into this for you. I am going to send you a private message to assist you further... see post
Q. Return without box?
I have been looking for a foundation that suits my skin type and color. I've had to return 2 already and I'm wondering how many times are you allowed to return something? Also can you return without a box if you have your reciept? I have something else I need to return but it would make the 3rd return, is that ok or am I going to be stuck with it? Thanks so much!
see post
barin / FRESH FACE / answered
A. How many times can you return something with id     see post
Q. I made a purchase not while back and i didnt use my card, can i still redeem the points?
Hi, i made a purchase not long ago and i just got the beauty insider account. Can i still redeem the points? i realy dont want my money to go to waste. pls and thank you
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi meeralison,   Thanks for getting in touch with us! I'm a little bit confused about your question - did you make a purchase before you had a Beauty Insider account... see post
Q. returning
hi i bought a foundation online that in the wrong shade, and i've already thrown away the packing box of the foundation, can i still return it in store? 
see post
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Emma93, yes you can. Please be sure to take in your receipt at the time of return. see post
Q. Order have been cancelled but already use 10% off code in this order
My order has been cancelled.But in this order I use the VIB welcome offer - 10% off next purchase.When I try to reorder I found that code was not available. But the order was cancel! Is this also count i m already use the code? What can I do???
see post
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi IvyC1029, thank you for letting us know. I will send you a private message now to assist you with this! :)  see post
Q. I have a credit to sephora for returning an item... is there any way I can use that credit online?
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi sbesselman,   Merchandise store credits cannot be used on our website. I truly apologize for the inconvenience and thank you for your understanding.  see post