Customer Support
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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.
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cmg57 / FRESH FACE / answered
A.  I can't believe it's 2015 and this is STILL an issue!  I want to use my giftcard online.  1) Not all of us live near a store and 2) not all your products are available ... 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
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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? 
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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???
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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
Q. deactive/deleting accounts
I'd really love it if someone told me how to delete both of my sephora accounts. i don't shop there much and there's no point to it! thanks!
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mjohnnie, I can help you. I'll send you a message to get your info. :) -Laura see post
Q. can you return sale products and get full cash back?
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Julie, You can only get a refund if you have your receipt when you return the item. The refund will go back to the original method of payment. Please view our retur... see post
Q. Problem with points
Hi, I have the same problem. I'am ordering online right now and I can not use my points from VIB beauty insider.How can I transfer my points online?
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TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Fifnka, I have sent you a private message to assist you with this! :)  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.
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EFul / FRESH FACE / answered
A. Hey I'm having the same problem. I have 2 accounts and want to merge them. Can someone help me with this? Thanks! see post
Q. Returning Online Orders
I ordered an eye makeup palette online and I hate it. I was wondering if I could bring it into the store with the receipt and get a full refund.
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi doctorwho19, yes, you may! Please bring the palette and the original order summary that came in the box to your local store and a cast member will be able to process ... see post
Q. Is there a way to find out what my VIB qualification date was?
I have a few coupons that expire 30, 60, and 90 days after qualification, but I don't remember the exact date.  Thanks for your help!
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi EmmaCooper, Yes, I can look that up for you! I'll send you a message. :) -Laura   see post
Q. VIB Rouge card linked to my online account
Hi, few years ago I made a beauty insider card in the store it was not linked to my account but I would like to link it to my online account as well please. Thanks!
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi loveeforever, I can link your accounts for you! I'll send you a message to help. :) -Laura   see post
Q. VIB rouge card and 10/15% off coupon
Hello. I just got the VIB Rouge welcome kit online.  I heard there is supposed to be a 10% or 15% coupon like in the VIB welcome kit.  But I didnt have that in my rouge kit?   I didnt know if you redeem the rouge kit in store, it includes the rouge card also.  I lost my card and make it a little inconvient to shop in store cause the register may take a while to spell my email correctly. Is there anyway I can still get the rouge card in store? Do I need to return the online welcome kit to exchange for the store one?  LOL I think I tossed everything except for the lipstick.
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Sorry for the confusion verredandi!   The VIB Rouge Renewal kit does not come with a one time use discount and online the card is not included! The cards are availab... 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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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi almitacee,   I'm sorry to hear that you didn't receive your complimentary samples in your recent order! I'd be happy to help you out with this - check your inbox ... see post
Q. Are the JcPenney Sephora locations getting the Too Faced Semi Sweet Chocolate Bar Palette?
Really want to get the Semi Sweet Chocolate Bar Palette with my Sephora JcPenney giftcard, but none of the locations around me have it in stock and I called one and they said they did not know if they were getting them or not. I've also heard that other people are having problems getting this product at JCP locations. Are the JCP locations getting them in stock?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi EyeshadowLover7,   Some of our JCP locations have different availability than our free-standing Sephora stores so we recommend contacting your local store to chec... see post
Q. Merging store card account with online profile
Hi,  I have a store card account for the longest time then I made an online profile thinking they would merge... Now, the online profile doesn't show all my points I have.  Can someone help me?
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Pmcch,   I moved your post to Customer Support and I'll send you a message now to help out! see post
Q. I made a beauty insider card in store years ago and now i want to purchase online?
I have all these points from buying things in store but its not linked to my any online account. I don't want to purchase anything online if the points don't join How do i link the accounts?
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi doodlebunch! I can help you merge them! I am sending a private message with more info.    Cheers!  Kevin  see post
Q. status of the Nude Advanced Renewal Eye Complex
What is the status of the Nude Advanced Renewal Eye Complex? It is out of stock in the store and online. Is Sephora discontinuing this product?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi zednotzee,   The NUDE Skincare Advanced Renewal Eye Complex is still available in some stores. If it's not at your local store, I would suggest using the "Find In... 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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SCENE QUEEN BeautybyGod / SCENE QUEEN SCENE QUEEN / answered
A. This conversation started on 11-29-2011 and the last comment prior to my submission was on 6-6-2014.  This unsatisfactory customer service practice has been BAU for 5 ye... see post
Q. VIB Rouge
I only need 200 points more to upgrade to VIB Rouge. Do i need to do this before the year is over or is there no rush?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Dansa4eva,   Beauty Insider tiers are based off of year-to-date spend amounts, not the amount of points in your account. To reach VIB Rouge you need to spend $100... see post
Q. damaged hourglass palette
went into sephora today to buy the hourglass light palette because i got a gift card for the holidays.  I got it home and it was shattered. I'm going to go back to sephora on Monday and return it for a new one. However, I used my 10% off vib card and I'm afraid that I'm going to have to pay more for it because i used the coupon the first time. Not mad or anything just sad. 
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dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Mafalvey,    I'm sorry to hear that! If you are just doing an even exchange for a palette that is NOT damaged you should not be paying any difference. I hope that... see post
Q. Returning Without Receipt? (It was a gift!)
My friend got me two palettes that were $15 each (total of $30) as a Christmas gift. The problem is, they don't suit me that well and the color isn't what I expected it to be. Unfortunately, she did not provide a receipt with the palettes. What exactly is the store policy for returning without a receipt? I understand that you do have to an ID with you so they could keep track of things, but the only ID I have on me is a student ID. Will that still work? Anything that you may know will help. Thank you!
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Jayelybean,   I'm sorry to hear that the products did not work out for you! Since you just have your student ID, I recommend contacting your local Sephora Store t... see post
Q. Is there a boxing day sale online?
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Karinerouyn, we will be having a Boxing Day sale, please check back with us once the date is closer for further information. :) see post
Q. I'm a new rouge, but I have noticed that I am not getting emails with promos...
Is there any trick to it? I have checked but info on the Sephora site and my email settings, I have even added Sephora.com as a contact. 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jenn1977,   I'm sorry you have not been receiving emails! I will refresh your email subscription so you should start receiving emails within 10 business days. Ple... 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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HALL OF FAMER starsandbucks / HALL OF FAMER HALL OF FAMER / answered
A. Just bumping this again! Lots if times I want to go back and edit a review and it's so odd to me that Sephora doesn't have this function. Just recently I wanted to tack ... see post
Q. Do beauty points expire?
I was under the impression that beauty points don't expire, but last week I had almost 400 points and all of a sudden I have 0 today :/ (and i haven't redeemed any kind of perks or anything)    
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SCENE QUEEN KIWIupsidedown / SCENE QUEEN SCENE QUEEN / answered
A. I just had the same scenario!  I haven't redeemed any of my points and it's zeroed out.  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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BEAUTY BOSS ProperIntro / BEAUTY BOSS BEAUTY BOSS / answered
A. I would just get a Sephora Gift Card and use it like a debit card ...(I don't know if you can continuously add money to it but in Starbucks you can).   see post
Q. VIB
Hi, I spend 280$ to date so technically I need 70$ more to become a VIB. However, Im trying to order online and I had a 97$ value in my basket. It said that I qualified for VIB. Then, I apply a promotion code for 15$ that ends today, which puts me at 82$. But now it says that I dont qualify for VIB! Why is that if I only need 70$??
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HALL OF FAMER gogreyhound / HALL OF FAMER HALL OF FAMER / answered
A. Sometimes it may take a few days for everything to synch up on your account--points, money spent, BI status.  Give it some time, it should show up soon. :) see post
Q. I made a purchase and forgot my VIB reward card
I got an email for a VIB reward card. I get $20 off a purchase of $50. It expires Monday, so I made a purchase after order went through I realized I forgot to add the gift card number from the email. Is there any way I can get that fixed? Is there any way I can get that $20 back?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi She3allen, I'm sorry that we are unable to modify an order once it has been placed. I'll send you a message for more info. :) -Laura   see post
Q. What is the return policy?
What is the return policy? I have a eyeshadow I bought last year like in like march and never used it its sephora brand and it looks brand new....can i still return it? It has the sephora logo in it and the top is a bit faded but it looks brand new! Help! I dont have a recipt either!
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edgystyle27 / FRESH FACE / answered
A. I heard that everything you return even if its new and still in the wrapping will be thrown in the trash (given to employees). Which is sad because I had to return a fra... see post