Customer Support
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Q. Sephora Account
Yesterday at the Sephora store closest to me, I had an account made along with my purchase. Today, as I registered online, I'm finding that there are no points in my account even though I did make a purchase. What should I do?
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Q. UK shipping?
The only place I can buy the foundation I need is here, this is due to the product being Sephora's own airbrush foundation. Is there any way this could be shipped to my location? As it is apparently unable to be sent here to England.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi lucybowling,   Smallbeary is correct - there are certain items that cannot be shipped internationally (including aerosols), unfortunately! I apologize for the inc... see post
Q. birthday gift
I just made an order but realised i forgot to add the nars birthday gift into my cart. Is it possible to email sephora to request for the gift to be placed in my parcel? Worried that no one would get back to me since i last enquired about a cancelled order on the 19th and no one has yet to get back to me.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi yulpany,   I'm so sorry you haven't received a response about your cancelled order! I am going to look into this for you and send you a private message shortly wi... see post
Q. Unable to order online?
I'm  unable to place an order online for some reason? The website says I need to correct my zip code, but I've checked and retyped and my zip code is accurate for where I live. It's the same one I use for all online orders, Madeira Beach/33708, which is recognized  by the post office online. Anyone having similar issues?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi kbuckley,   I can check into this for you! I'll send you a PM shortly to get more information.   Take care, Stephanie see post
Q. Email Problems?
I had changed my account email quite a while ago, originally it was under my mother's email. Yet, she's receiving all the emails about what's new and promo codes while all I receive are order/shipping confirmations. Can someone fix it so she no longer receives the emails and they go to the updated email?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi captaainleese,   I can help with this! I'll send you a PM shortly to get a little more information.   Take care, Stephanie see post
Q. Return Question?
I recently bought a face serum that made my skin very dry. I want to return it but threw away the box and receipt already. If I have the digital receipt on my Sephora app can I still return for store credit?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi PrincessJes,   I'd recommend calling your local store to find our specifics on their return policy.   Take care, Stephanie see post
Q. ITEMS NOT IN PACKAGE
Hi! I purchased something and it's missing along with 3 samples. Please help. It's hard to reach the customer service via phone, the line is never available.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Paoi,   Sorry about that! Could you please PM me your order # so I can assist you further with this?   Take care, Stephanie see post
Q. Making A Return Without Original Papers/Packaging
Hello,   I want to return a lightly used product that I received in a recent order. The thing is, in my excitement of getting my package when it came I promptly threw away the order summary and return label included in the box. I honestly didn't think I would need to make a return! Anyways, I printed out the order summary from my account for the order that the product was included in and a return receipt from  http://www.sephora.com/contentimages/customerservi ce/SephoraReturnLabel.pdf and I was wondering if I needed anything else to ensure the return goes smoothly?   TIA!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi MerMerBear,   Are you planning on sending the item back to our Distribution Center or taking it back to your local store?  see post
Q. ORDER STATUS:Unsuccessful Authorization
Hi. The current status of my order is "Unsuccessful Authorization". I placed it on August 14th. Please, can you update on this? I don´t know what that status means. Are you going to cancell my order?  
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AndreaDiaz,   Sorry about that! Could you please PM me your order # so I can look into this for you?   Take care, Stephanie see post
Q. Survey?
Hi,   Sephora send me a survey few weeks ago, promising me a hundred points. I passed it but never received the points...
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi walannesophie,   You should receive the points by September 1st! Hope that helps!   Take care, Stephanie see post
Q. Urban Decay Naked Smokey won't ship outside US/Canada?
Hi! I am just about to place my first order on the Sephora US site, to be shipped to Norway. After clicking "go to checkout" it said that some of the things in my basket can't be shipped to here, like some samples and promos, which is totally fine. But then I noticed it said that my Urban Decay Naked Smokey palette can't be shipped, which I don't understand at all. I can't be bothered to wait another 2 days for a reply from Sephora either, so I'm hoping some of you from outside the US can tell me if you have managed to order one? I can only imagine that it's a mistake, since there is no obvious reason for it not being able to ship. All my other things, including 2 other palettes, can be shipped. Please let me know if you know!    Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi KatrineS,   Unfortunately, the brand, Urban Decay, cannot be shipped internationally. I apologize for the inconvenience! I've provided a list of brands that canno... see post
Q. Beauty Studio Services $50 Gift Card
Just received as a gift ! I noticed online it says to get the 45 min makeover you have to purchase $50, and I was wondering if you have to do this before getting the makeover or if the $50 purchased is counted when my friend gave me this as a gift ? Thanks ! 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi makeupobsesscd,   You can use the $50 gift card you received toward items you'd like to purchase after you get your custom makeover. This way, you can try on a lo... see post
Q. Broken Product
My order has just got here. I finally got Champagne Pop but, unfortunately, it arrived broken so I can't use it. We don't have a Sephora in the UK so I was wondering how to exchange? Thanks.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi aliciaroberts,   I'm so sorry about this! It appears you have already been assisted with this issue but if you need any more help with this, please feel free to s... see post
Q. 4x point is not showing
Hi i just made purchase from sephora online and I'm VIB rough but I didn't get any 4x point yet. When Can i get 4x point ? because the reward is tomorrow so I just hope i can get 4x point by tomorrow. Thank you  
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Kayla7551,   I'm so sorry for the delayed response to your post - if you made a purchase between 8/2 and 8/10, your extra points were added to your account as a ... see post
Q. 4x points not uploaded yet
hey i made a purchase a few hours ago, but still haven't got my 4x points, anxious cause i want to qualify for epic rewards. can anyone help. thank you
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ditya,   I'm so sorry for the delayed response to your post - if you made a purchase between 8/2 and 8/10, your extra points were added to your account as a separ... see post
Q. Reward points?
Hello I was recently at a VIB Rouge event with my friend and I purchased over $150 worth of product but I don't think the cashier scanned my card because I haven't received the points for the purchase yet is there any way to fix this?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi coleymoley119,   I took a look and it appears that you were already assisted with your points for this purchase - I apologize for the lengthy delay in responding ... see post
Q. Why are the Korres products no longer available in Canada?
I was very excited to be ordering the Korres products. However it seems Sephora will no longer ship this brand to Canada. Is there a reason for this change? Does anyone know where else this product may be available other than Sephora? I'm so disappointed! Thanks for the help in advance
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi paigeya89,   Sephora started shipping Canadian orders out of Canada (as opposed to shipping them from a US warehouse) back in late June. This has affected our pro... see post
Q. Missing Beauty Points!!!!
Around prom season I made a pretty big purchase and was told that I had reached over 100 points but unfortunately when i went to redeem those points today they didn't show! Has this happened to anyone? Where did my points go?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi LunarGypsy,   Sorry to hear that! I'll send you a PM in a moment to help you with this.   Take care, Stephanie see post
Q. Hello! I am just wondering if I how I could change the address for the magazine subscription?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi MrsKatrina,   Yes you can change the address! I'll send you a private message to help you out with this. see post
Q. Unsuccessful authorization
I ordered on the 27th of July , and I received a message informing me that 638 dollars has been taken, also an email was sent by sephora congratulating me on the order and saying that you'll receive another email when your order ships . when I check for the order details on the website , the status show that its an unsuccessful authorization . does this mean that I've lost my money and there is no order ! . please recheck because I have a total different time zone,  I'm all the way from Dubai so its really hard to communicate by phone .    sincerely , Sara 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Sara,   I will send you a private message regarding the status of your order! see post
Q. Makeup classes
Do you guys have some type of classes in stores that one can take to learn how to use makeup properly and which ones?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi TeresaMartinez,   We do offer beauty classes in many of our stores. You can find more information by typing in your zip code in the beauty classes section on our ... see post
Q. Beauty Points help :(
Whenever I buy something in the store, the points don't show up in my online account. Today I went and bought a few items and the lady at the counter told me I have 493 points and when I got home and logged on to my account it says I only have 412. This problem keeps happening, I just had someone link my points to my account within the last few weeks. It's just frustrating I'm going to keep having to link my points to my account. Can anyone help me with this, please?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi kristync,   I'll take a look at your account and send you a private message soon! see post
Q. Beauty Before Brunch RSVP Page Not Working?
I got an invite in the mail to the VIB Rouge event, but when I go to the page (sephora.com/rouge-rsvp), there's a message that I can't register for the event. How can I register for the event?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ChloChloKokomo,   Sounds like you received your mailer a bit early! I would recommend checking back on the registration page a bit later, the RSVP page isn't live... see post
Q. STATUS: Unsuccessful Authorization
Hi,   This is my first time ordering and I'd like to ask for help. Sephora sent an email that my order was cancelled and I checked it out and has a STATUS: Unsuccessful Authorization. Anyone who could assist me with this matter?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Leslie008,   I am going to send you a private message to get a little more information from you. :)  see post
Q. Online purchase and instore refund
Hello, I purchased an item online and ended up returning it at a local sephora store. It has been about 10 days and I still don't see the refund credit on my account. Does it usually take more than 10 days to get my credit back?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @littledimple,   It can take approximately 3-10 business days, depending on your financial institution, for the funds to reflect your account. If you do not see t... see post
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 
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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!!
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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!
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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
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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. 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?
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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