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Q. I had the same problem and it wasn't answer on here so I'm asking again.
My BI card and my account on sephora.com are not connected, can I change this so that I can use my points online?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Courtneyanne99,   Sure! I'll send you a PM to help you  out with this. see post
Q. Beauty Blender Solid Cleanser half gone after SINGLE use!?
I recently purchased beauty blenders solid cleanser and used it for the first time today, and to my surprise nearly half of the bar is gone now! I only cleaned 3 brushes and one beauty blender and I followed the instructions on the back. Has anyone else noticed this? In addition, little pieces of the soap are breaking off ... I'm thinking there may be something wrong with mine but how do you mess up soap?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi emmarose24,   Depending on how much washing you're doing the solid cleanser typically lasts a few months, in my experience it will start to break when the bar sta... see post
Q. Will there be a Sephora Epic Rewards this year?
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi amdwash,   Epic Rewards was a special rewards launch that occurred last summer, not an annual event. Please stay tuned for our next offerings and promotions from ... see post
Q. Points Not Added to Account
Have made two purchases in store, neither of which have been credited to my account. Originally signed up for an account online but was given a card in store, however my card says Beauty Insider even though my online account is VIB? Is it possible that I have two accounts?
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ashleighlouise,   It sounds like you might have two separate accounts! I'm going to send you a private message now so I can look into this for you. Thanks!  see post
Q. BEAUTY INSIDER AND ONLINE ACCOUNT
My BI card and my account on sephora.com are not connected, can I change this so that I can use my points online?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Anna9795, I will send you a message to help with that. see post
Q. stock
I was somehow able to order an item that is currently out of stock. Will it be shipped after it comes back in stock or is this a malfunction?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Fl0wer, Sorry for the confusion! The status you see in your order summary just means that it is now out of stock and you wouldn't be able to reorder it. If we aren't ... see post
Q. Used the Code and the order not being authorized
Hello , i used the code in my order , but  the order status is"unsuccessful authorization" , i check my information is right , so please help , thank you
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A.  Hi @SeanW,   I will send you a private message in regards to this. Please check your messages when you have the chance.Thank you!    Best Wishes,   Janean ... see post
Q. Returning Sephora.com item to store from order over $50
Hello all,   So right now I have an order in my cart that is about $90, so I would get free shipping. Say I were to not like one of the items and return it to a store (with original receipts and everything). If I were to subtract the price of this product from the original order total and it were to bring it down to under $50, would I have to then pay $5 that the shipping would have cost for the other product then and there because the other product was below $50? Also, if I were to use a gift card for part of the order (and deplete all the money off the gift card) and then return one of the products, how would they refund the money for this item? Just put the amount on another gift card? These may sound like a dumb questions, but I just want to make sure. Thank you!!!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Hopeloma, No, you won't be charged for shipping if you need to return something from your order. If you pay with a gift card, the store would either return it to a gi... see post
Q. VIB Acc Issue
So a couple of weeks ago I realized that points weren't getting to my account online but they went through in the card. I asked how to get the points transferred to this account and someone here helped. However, last night I purchased something and achieved VIB where I got a new card but the cashier told me that I need to get rid of one of the accounts because there still are two accounts... Could someone help me and still keep my points?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi polarizedsophia!   I can assist you with this. I'll send you a private message now :)   Always, Danee see post
Q. Returning w/o box or receipt?
Hi! I purchased a foundation about a week or two ago, and I was so excited to get it, I threw out the box and receipt because I thought I was going to love it. Unfortunately I don't When I purchased the foundation I did use my beauty insider card, and I also have the credit card that I used to pay for it, to prove that I did buy it from Sephora. I was wondering if I could exchange it for another foundation or get some in-store credit? Thanks! 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mad904,   That should be fine! I recommend contacting the store directly before you head in, just to verify their specific policies first. see post
Q. Returns
I returned a foundation in the mail almost the same day I recieved it because nothing came out when I squirted out and the bottle refused to open (the MUDE HD), the warehouse has recieved it but they will not process my refund because they say it was empty, I'm not sure what to do? They mentioned a note on my profile and I am wondering if I should delete my rogue account. I recently moved to an island and have had to do a few returns by mail :/ 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi NinaBelen,   I'm sorry to hear your return was not able to be processed! I'll send you a private message so I can assist you further with this.   Always, Da... see post
Q. Flash Shipping Failure
I placed an order before 2 pm PT on Friday, expecting it to arrive today.  This morning, tracking indicated it would arrive later today.  Now I look to see that it will not arrive until tomorrow.  I relied on the date based on the information Sephora provided, but now I have to come up with an alternative because my package did not arrive on time.   I've also noticed that orders I place on Thursday before 2 pm often do not arrive until Monday.  I feel misled by Sephora for claiming 2 day shipping for items that ship Thursday, but don't arrive until Monday.   Anyone in a similar situation?
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BEAUTY MAVEN hipsypixi / BEAUTY MAVEN BEAUTY MAVEN / answered
A. I tend to have this issue with nearly all my orders. They rarely ever get to me sooner than the three day shipping speed. Sucks because I have purchased the flash shippi... see post
Q. Beauty insider points
I made a purchase yesterday at my local Sephora and the receipt showed my total beauty insider points with the latest purchase added. My problem is that when I logged online my latest purchase was not reflected on my total beauty insider points. Someone help me, please?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Raaawr, I will be happy to look into this for you. I will send you a private message for more information. see post
Q. Beauty Insider Points Not Updating
I bought something at Sephora a couple days ago but I haven't gotten my Beauty Insider points nor has my purchase history been updated yet. I think the cashier must've forgotten to input my email. What should I do??
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi meng20,   I can help with this! I'll PM you shortly. see post
Q. Redeeming my birthday gift
Trying to redeem my birthday gift but the link has never put it on my checkout. I’ve gotten a 400 error  Is there anyway to still redeem the gift?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi kflara,   I checked your Beauty Insider account and it looks like you're now outside of the timeframe for redeeming the Beauty Insider birthday gift (the timefram... see post
Q. i didn't get my points
I spent almost $80 at the store today, but i didn't get my points. The cashier asked for my email and i gave i to her, but it says i didn't even purchase anything on today's date. I still have the receipt, and it says beauty insider at the top if that means anything.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Lillibean,   In reviewing your account, it appears that one of our representatives recently responded to your emails regarding this and has resolved the issue. If... see post
Q. In-store points not showing up on my online profile?
I need help linking my beauty insider card with my online account!  My in-store purchases are not showing up on my online account.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mmckanna,   I'll PM you now to help with this! see post
Q. my points are GONE?!
today I went to the store to return two things and bought one thing. The cashier tells me I have 400 something points. I check my account and its down to 362! I returned something a few weeks ago and my point balance didn't change at all that time! HELP!!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ObseSsiono,    I will send you a private message in regards to this. Please check your messages when you get the chance. Thank you!    Best Wishes,   Jane... see post
Q. MUFE artist trio discount?
There's a $20 online discount available when you buy 3 mufe artist shadows and the palette on the sephora website. Does this discount apply when you are buying in-store? 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi aleshchins,    I am going to send you a private message regarding this. Please check your inbox when you have a moment. Thanks!   Best, Mali see post
Q. unsuccessful authorization
order no. one is in progress and other two showing unsuccessful authorization. im from india. but my shipping address placed in order is of usa and canada. please need urgent help as the total order is for more than 800$    
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi nowandwow,   I apologize for the inconvenience! I'm going to send you a private message so I can look into this in more detail for you. Thanks!  see post
Q. Fragrance 3x Points Not Added?
Hey Beauties!   I just purchased a fragrance for Mother's Day with the notion that I would be getting 3x the points along with that purchase. However, upon checkout I only received the standard amount of points. Is there a delay between a purchase and when bonus points are added on to my account or did I make a mistake somewhere? After this purchase I am literally 2 points away from VIB and this is actually killing me.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi dearcarly,   I am very sorry for the confusion. I will send you a private message with more information shortly. Thank you!    Best Wishes,   Janean see post
Q. URGENT: missing items in order
Hello - I placed an order on 4/8/2016 which was for 3 orders of the Shiseido Urban Environment Oil-Free UV Protector Broad Spectrum SPF 42 For Face. However, I only received ONE in the package I received today.   Please kindly send TWO more to the shipping address as I do not want a refund for the missing items.   Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Saridyn, I'm so sorry to hear that! I will send you a message to help.  see post
Q. I received a wrong package
 I called the customer service and waited for 40 mins, and no one answered. I also emailed to your company, and I only received a reference number. I received a shipment with my name and address, but the stuff inside and receipt are not mine! I feel so disappointed, and I do not know what I should do!! I mean I spent 170 bucks on my order, and I received a wrong order, and no one even give me a response!!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi lulu855,   I'm sorry for the delay in responding to your post! Upon review it appears that you have already been assisted with this issue. If you require any addi... see post
Q. How long does it take for Sephora to email you back?
How long does it take for Sephora to email back? I sent an email a couple days ago and haven't received a response yet so I'm getting a little concerned!   Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi dankat1417,   I see that we responded to your email earlier today! If you can't locate the response be sure to check your trash or spam folder. If you still need ... see post
Q. NO BI CARD
I signed up online, so I never received a card or account number. Now, every time I shop in-store, they have the hassle of looking me up in the system so I get my points. Is there any way I can get sent a card for my account?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi alicmyr,   Regretfully, we are unable to send Beauty Insider cards in the mail. However, I recommend contacting your local Sephora store directly to see if they h... see post
Q. Unsuccessful Authorization!
Hello, I've ordered a couple of products on April 8th. I've waited so long for my track number but i never got it. i later realized my status says Unsuccessful Authorization. what should i do?? please help. thank you.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi salmaa16,   I'm so sorry about that! I'm going to send you a private message now so I can look into this in further detail for you. Thanks!  see post
Q. Points aren't showing up from JCP purchase...
I've purchased from the same JCP Sephora in the past, and the points usually show up within a few hours. How long should it take for the points to be added to my account? I still have the receipt if from my purchase too if I need it...
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Christinams1, It can take a little while to show up. I'll be happy to take a look at this for you and will send you a message for your info :) see post
Q. Didn't get all my items
So I purchased online and never received my purchase point gift along with some promos gift only the 2 items I purchased and 2 samples !! 😭
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SPECIAL GUEST jaymj29710 / SPECIAL GUEST SPECIAL GUEST / answered
A. Hi, the same thing happened to me.  I just placed my first order online.  I received the package today with an item missing from it.  I have attempted to call Sephora mu... see post
Q. My package said it was delivered but i haven't recieved it yet and i was home all day
I got a message that my package arrived yesterday at my house but it was nowhere to be found. I spent $187.42 and haven't recieved my package. what do i do? i have called and asked my local USPS said they delivered it, but i did not recieve it. My order number is . Please and thank you
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jennylynlee,   I'm so sorry you have not yet received your order! I'm going to send you a private message so I can look into this for you. Thanks!  see post
Q. [HELP] "Unsuccessful Authorization" , what should I do?
order placed over a week ago, only received one email saying it will be shipped within 1-2 days the day I order......and now it wasn't even shipped?or what's happening?   help!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi chocotea,   I am very sorry about that. I will send you a private message with more information shortly. Thank you!    Best Wishes,   Janean see post