Customer Support
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kaleea
Q. Is there a limit on how many of each of the Black Friday deals we can get?
unblownkisses
BEAUTY MASTER unblownkisses / BEAUTY MASTER BEAUTY MASTER / answered
A. Previous years, it has been 2. I haven't seen any information from this year personally but in another thread someone said a rep told them it would be 2 again this year ... see post
hellopatricia
Q. Sephora Favorites Perfume Sampler for Her
Hi, I got a Sephora Favorites Perfume Sampler For Her ($25) However, I did not see a rollerball voucher included inside the pack. I don't know how I am going to redeem the rollerball...
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi hellopatricia!   I am sorry that the voucher was not included with the Sephora Favorites Fragrance Sampler set. I am going to send you a private message to assist... see post
mel2484
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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ashlynrae0067
ashlynrae0067 / RISING STAR / answered
A. how to link accounts? I have like three... see post
RubyF
Q. shipping delay!!!
I have the same issue as most of the people posting, my order wont be on time (because of them taking forever to process) and I'm leaving the country for a month. I tried to cancel and they said they will reply to me within 24-48 hours just to let me know if my order was cancelled or not!   Awful customer service! If you promise to ship in 1-2 business days DO IT!! STOP MISLEADING CUSTOMERS!!!!
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. @RubyF - If you do not hear back within the quoted time-frame, please send me or one of the other mods a message and we'd be happy to follow up for you.     xo, Mia see post
jodeciballard
Q. Link in store card to online account
I have an in store beauty insider card and today I ordered something online so now I have a separate online beauty insider card. How do I link my in store card to my online account?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jodecibllard,   I can help you with this. :) I am going to send you a private message to assist you further!  see post
ashlynrae0068
Q. I have multiple Beauty Insider cards and multiple Sephora accounts.
How can I combine all of these to make it easier to manage?  
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ashlynrae0068!   I can assist you with this. I am going to send you a private message to help! :D   see post
JessikaXx
Q. Samples?
I received my order today.  On the invoice it said I had placed an order for three samples but none of them came?  I know it's only samples but I was eager to try them out!  This has never happened to me before.  Help?
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi JessikaXx,   I'm so sorry that the samples weren't included in your order! I know it's disappointing when that happens. Occasionally samples are more popular than... see post
cienna
Q. Delayed orders
I purchased the Laura Mercier Mini Caviar set last week and it has yet to ship. The website now lists the product as PERMANENTLY OUT OF STOCK. Can I still expect to receive my order?
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ZannaBT
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi cienna,   If you were able to successfully add the items to your order and you received a confirmation email, you will be receiving the items in your shipment. Pl... see post
yubo
Q. 2 Orders Placed Accidently, returned one immediately a month ago, still no refund
The order was placed by accident, I called customer service regarding cancel one order right after I placed that order, the service person said I need to wait for a tracking number for them to reroute, then I called as soon as I received a tracking number, the rep said they will reroute my package, which I still received both of them. Okay, I immediately returned the other one, and as of right now I still didn't receive anything, no confirmation, no credit. 
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Veronica,   I'll be happy to help you with that! Please PM me your order # that you are inquiring about so I can look into it.   see post
esmit86
Q. do you have Gluten Free products
Do you know of any gluten free Products 
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liviliv3
SCENE QUEEN liviliv3 / SCENE QUEEN SCENE QUEEN / answered
A. VEGAN DOES NOT MEAN GLUTEN FREE!!! You just have to research & check labels yourself. It depends on what your looking for.  see post
honeyvanilla
Q. returned to sender
I recently ordered some items from the Sephora website. I've been tracking it on Canadapost and it states " Item has been returned and is enroute to the Sender. It says "Recipient not located at address provided. Item being returned to sender." I double checked my address and it is indeed correct so I'm not sure what is going on. I would like the items I ordered.   Thank you.
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi  Stephanie,   I'm sorry to hear that! Could you please send me a PM with the order # that you are inquiring?  see post
SeanW
Q. Unsuccessful authorization
Hi, i oreder something in the 13. Sep, but now  status on my order is:  Unsuccessful authorization, and my credit card bank said the order is success , i also sand the mail. to the  Constumer Support , but i don't have a reply ,please halp me!!!
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Shih,   I apologize that your order was unable to be shipped. It appears that we were unable to verify payment information for this purchase. The billing address ... see post
truffles01
Q. I am a retired associate how do I get my discount?
AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi truffles01,   I recommend you to contact the store manager regarding this issue.   see post
pinkynbrain
Q. What does Sephora do with return items?
What is Sephora's policy on returned merchandise?  Do they just throw away items that have been used and returned or do they resell them? 
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sephorasamples
SCENE QUEEN sephorasamples / SCENE QUEEN SCENE QUEEN / answered
A. I never worked for Sephora, but I have worked for L'Occitane and Williams Sonoma.    With L'Occitane the associates kept the returned used products. Gross... but they ... see post
lugerbasio
Q. Unsuccessful Authorization
Hi, I placed an order on 11/11 and the status is  Unsuccessful Authorization. Can somebody tell me what this means? I've sent two emails to Constumer Support and I still don't have a reply. I would appreciate your help on this
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Luciana,   I apologize that your order was unable to be shipped. It appears that we were unable to verify payment information for this purchase. The billing addre... see post
ParisMarie2
Q. Beauty insider card not linked to online account/email?
I got a beauty insider card a few months ago now. I've used it a few times since. Today when I signed into my online account it appears that the card is not connected to my account or email. I know it is the same email I provided when I got the card in store. Wondering if there is anyway to link them together or fix this?
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ashlynrae0068
SCENE QUEEN ashlynrae0068 / SCENE QUEEN SCENE QUEEN / answered
A. I have the same problem   see post
yyang558
Q. Can you help me to combine my two sephora accounts together?
Hi, I have two accounts which I use on sephora. Is there any way that I can move the points from one account to the other?
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi yyang558,   Yes, you can consolidate  your two accounts and transfer points into a single account. I will send you a private message requesting more details so I ... see post
bbygruhangel
Q. URGENT QUESTION
Why isn't my Sephora account showing my order but they have already charged me on my bank account? Yesterday, I went to place my order and today I went to check up on it to see if it's been processed but my order isn't even there. I went to check my bank account and it says that Sephora already charged me. What does this mean? Yesterday, I got my points but today my points isn't there anymore. I also never received an email confirmation.
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi bbygruhangel,   I'm sorry to hear about this - I'm going to send you a private message regarding your order. Please check your messages when you have a chance. Th... see post
angi0214
Q. Failure in collection of parcel
To whom it may concern,   I have placed an order, the parcel should have been collected yet due to my sickness; I was not able to pick in up in the post office.   As far as I understand, the parcel is now being returned to your company; would you please arrange another delivery as soon as you receive the return parcel. I apologise for any inconvenience caused by this incidence.   Please inform me with any update on this order; hope that I can have my parcel back as soon as possible.    Kind regards, Angi Yeung
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NikaBT
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi angi0214,   Thank you for contacting us! I am going to send you a private message regarding this situation, please check your private messages when you have some ... see post
Nadfy
Q. My online account is associated with the wrong....
    Beauty Insider card number because my mother used my email.  How do I change it to the right card number?
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Nadfy,   Can you please PM me your BI account and email that you want to be linked so I ca assist you further. see post
Lynnana
Q. haven't received 20% off code from my friend.
My friend shared her 20% off code with me via your wedsite, on Nov.5. She has resent the request twice. But I haven't received the code by now.
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AnnaBT
AnnaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Lynnana,   I'm sorry to hear about that! We are experiencing some difficulties with the "share with a friend 20% OFF" promo. We are working on fixing that in our ... see post
lieska
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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shweet
shweet / RISING STAR / answered
A. Are you kidding me? I spent all morning adding stuff to my cart only to find that I can't use my gift card? Irate is putting it mildly. see post
meadwoc
Q. I need help to link my VIB card to my online account, Thx!
I have received a VIB card from store and I also have an online account, but they are not linked yet, anyone can help with that?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. He meadwoc! I am sending you a private message to help.    Cheers!  Kevin  see post
eun123
Q. Hello? How can I delete my sephora accont??
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi eun123, I am sending you a separate email to help.    Cheers,  Kevin  see post
ellen17s
Q. Unsuccessful authorization
I got unsuccessful authorization on my orders. At first, i thought there was a problem with my billing address since it's a debit card from non us bank account. But i got antoher unsuccessful authorization on my order with e-gift card today. Can someone help me with this??  
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Ellen17s, I will send you a private message to help!    Cheers,  Kevin  see post
kiki0925
Q. every order got canceled and can`t buy anything on your website any more
i made the purchase from your website, but every order got canceled, i called your customer service,they just told me i can`t made the purchase from your website any more . ple tell me WHY? i have a lot point in my account, i want redeem them on your website with my purchase. also,i didn`t receive any 20% off code or mail until today.   everything happened was so disappointed! i have never seen the service like that.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi kiki0925, I will send you a message for more info. :) -Laura   see post
Yvetteli
Q. How can I get the promotion code for the coming 20% off sale?????
As a VIB I should receive a promotion code for the 20% off big sale in November. However, I never got a notice neither from email or mail!!! This situation happened last year!! I contacted the customer service to solve the problem but still helpless!! What's wrong with my account????? Plz give me the code and put my account back to your system!!!!!!! I hope I don't need to complain about it again!!!!!!
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Yvetteli,    I responded to your other post- the emails are still going out as they have not all been sent. No postal mailers are being sent to our VIB clients. I... see post
gggirly
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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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / 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
rawan88
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?
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oliviabt
oliviabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / 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
njattana
Q. VIB Rouge Event
Is it possible to have two guests rather than one? I know it says one right now but I was hoping to bring my mother and sister
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi njattana,   As far as I know, we are only allowing 1 guest per client for the VIB Rouge event next Wednesday because space is limited. I am sorry about that! see post