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Q. Brands Search
I'm not sure who this really goes to but PLEASE BRING BACK THE OPTION TO SEARCH BRANDS BY A THROUGH Z!! That way actually helped me to discover more brands than by these new options without it. Thank you.
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BEAUTY CONNOISSEUR Tramalala / BEAUTY CONNOISSEUR BEAUTY CONNOISSEUR / answered
A. Is there any update on when the site will be fixed?  The new site is not shoppable. see post
Q. Points not applied after months.
Hi I noticed that my points have not been updated since January 10. I've made purchases over $100 and I'm just realizing my points aren't being added.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi SkynDeep,   I'm so sorry to hear about this! I'm sending you a PM to assist you with this.   Always, Danee see post
Q. Gift cards
I have two Canadian gift cards that I would like to use toward an online purchase. Can I use both gift cards for one order?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @lauralalc,    Yes, you can use up to two gift cards for your online purchase! If you'd like to use more than two or are having difficulty applying both to your o... see post
Q. BIRTHDAY GIFT HELP
Hello,   My birthday month has recently passed but I wasn't able to redeem my free gift in time, and now checkout won't let me. Is there anyway I can get it now or do I have to wait a whole year?   Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Tartelett3, I will send you a message to help. see post
Q. How do I change my Birthday on my account?
Hi! How do I change my birthday on my account? I had put in a random one when I created my account but I would like to change it to my real birthday. I was able to change the year but somehow I cant find a way to change the current date (January 1st) to my actual birth date (April 29th). Any help is appreciated, thanks!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi sephoraddict123,   I've updated your birthday to April 29th for you :)   Always, Danee see post
Q. can i return a product bought from a regular sephora to a sephora jcp even if the sephora jcp doesnt carry that brand?
DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi amstpiere,   Yes, you can return the item to a Sephora inside JCPenney location even if they don't carry that brand! However, I do recommend contacting the SiJCP ... see post
Q. do you need a receipt for returning sephora.com order through the mail?
i will be returning a sephora.com order through the mail, but dont have the receipt that came with the package. is this a problem? if so, how can i get a copy of my receipt to include in the package?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi amstpiere,   It's no problem! :) You can re-print your invoice by logging into your account. Under ‘My Account’ > ‘Orders’ select the appropriate order number and... see post
Q. Returns?
I wanted to return a couple items from an order I made online. Not sure whether to mail them or go to a free standing Sephora, though it's extremely far. The card I used to place it has been canceled and replaced, so how do I go about getting a refund?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi captaainleese,   I'm sending you a private message with more information!   Always, Danee see post
Q. Someone is using my Beauty Insider card? I see purchases that i didn't make!
I recently logged into my sephora account and see a lot of purchases on my Beauty Insider card that I didn't make, in places I didn't go! I'm confused and don't want people using my points that I've cumulated! Can you help?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @Katiemcdade12!   I'll send you a private message shortly to help you out with this. :) see post
Q. Unsuccessful Authorization
Hi, I thought everything was fine with my order and didn't get any messages to the contrary but checked the Sephora website today, only to see that my order has had an unsuccessful authorization.   Can you please tell me why this may have been unsuccessful as I already receive a paypal notification of the purchase   Luisa
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @LuisaFG,   I'm sorry to hear this! I'll look into this and send you a PM soon. (:  see post
Q. How to transfer points
I have an old card with an old email and I want to transfer points to my new card.  How can I do that? If I can do it with a link, thatd be amazing.  I'm at a meeting right now and I cant call. Thanks in advance!
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi presleyjohnson,   I would be happy to help with this! I'm going to send you a PM now so I can assist you. Thanks! see post
Q. sephora card please help
hi! can someone please help me went to buy at sephora's store and they gave me a black beauty pass then i tried to make an account but it seems that the number from card is different from the one i've sgned in.. can someone help me sync my card to my online account? thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi istal23,   I can assist you with this :) I'm sending you a PM now!   Always, Danee see post
Q. how do i get my bday gift online?
I have a question ,how do I get my bday gift online it keeps acting weird.
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @zooooooo!   You can redeem your birthday gift during checkout of an online order on the samples selection page. this can be done two weeks prior to or after your... see post
Q. Rouge 3 day shipping
Hello,   I was wondering if anybody was having a delayed shipping issue.  I placed an order on Monday afternoon and have not yet received a shipping notification.  It is currently Wednesday evening.  I had look at my order history since 2015 and have always had the shipping label (email notification) created/sent the same day or the day after at the latest.  I live in Canada and have always been impressed at how fast the orders arrive to my doorstep from the Mississauga facility (48 hours sometimes!).
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SIGHTSEER UrbanMistouflet / SIGHTSEER SIGHTSEER / answered
A. Update: I received my package this afternoon :) Thanks Sephora for sorting this out quickly! see post
Q. Sephora points
I bought face wash and a mascara at my local Sephora. I do not have the points I should've received. When I was there, the cashier said that I have 611 points, but looking at my account, it is not there. When I go to the purchases tab on my account, it doesn't even say I bought it! Maybe she put it under the wrong account? I'm not sure if anything can be done, but I would like my points.    Thank you! Emily
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi EmilyHalloran1,   I can assist you with this :) I'm sending you a PM now.   Always, Danee see post
Q. Can I get my birthday gift in advance?
My birthday is in July but I already know that I will not be in the states for the whole summer, therefore I'm wondering whether I could get them before I leave...( Actually it's also fine if I could get them after I'm back but I really love that tarte blush & wanna use it during summer, so I'd love to get my hands on it earlier! )
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Snowe524!   Regretfully, you won't be able to redeem your birthday gift online earlier than two weeks before your birthday and two weeks after your birthday. Alth... see post
Q. unsuccessful authorization
I placed an order on 1/1 and found out that my order has been cancelled because of unsuccessful authorization. So I order them again on 1/4, but the problem wasn't solved. It also has been cancelled.  what's wrong?  I'm worried if I can't get my money back on those orders. 
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi yeram,   I saw your previous post, and have sent you a private message in regards to your concerns. Please check your inbox. Thanks! :) see post
Q. shipped but still in progress and can't track?
I received an email today at 5:24pm saying my order has been shipped but : 1) my order status is still in progress 2) when I click on track in the email, it brings me to another page where it says under delivery date: " Delivery date information will be available once your package has been shipped. " 3) the tracking number doesn't work when I try to track it on the canada post website Am I doing something wrong 😅....?
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NikkoBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Ambi07!   I'll send you a private message shortly after I take a look into this for you. :) see post
Q. Missing items in the Marc Jacobs Lipstick set AND Rouge gift??
Two things I would like some help with please...   1:  I bought the Marc Jacobs Up All Night Five-Piece Petites Le Marc Lip Creme Collection online on the 16th of December (order number 54289102XX) as a gift to my friend. She opened it yesterday only to find that instead of the five different shades, she had been given two of two shades (Slow Burn and Miss Scarlet) and no Scandal or No Angel, as shown in the attached photos.   The shades she has are: Oh Miley! x1 Slow Burn x2 Miss Scarlet x2   The biggest problem is that I am in New Zealand (where she is also as I had brought the set as a gift over to her) until December so I cannot even go and exchange it in store. Can you please help us find a solution for this muck up?     2:  The second part is that my Rouge Welcome Gift (NARS blush) seems to have disappeared. A few days ago I had popped it into my basket, but then logged out of the app before making the order because my points had disappeared and I was back to VIB like a few others seem to have experienced during your maintenance and caused issues with other (point) rewards in my basket. In logging out, the app told me it would clear my basket, and I accepted that because I had my products saved in my love list anyway, and could easily add them and the Rouge gift back into my basket later. The points and my Rouge status is back, but now the problem is that the Rouge gift seems to have disappeared on the Rewards page from where I had originally added it. 
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @asaphia,   I'm sorry to hear this! I'll look into this and send you a PM soon.  see post
Q. VIB Rouge Welcome kit
I haven't received VIB Welcome kit yet, How can I get it with online purchase?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Hyejeong,   I see that you are located in Canada and regretfully, the VIB Rouge Welcome Kit on our Canadian website is currently out of stock. I'm sorry about tha... see post
Q. returns
I bought my sister the urban decay palette 3 for Christmas, she has had some reaction to it, red dry skin around the on and around the eye lid, she doesn't have the box anymore. Can we still return it? or even exchange it for a different palette?
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BEAUTY MAVEN sarastop / BEAUTY MAVEN BEAUTY MAVEN / answered
A. u can exchange it easily. You will get a store credit, just bring your drivers licenses. Sephora will never say no. see post
Q. Where do you put you color IQ number in to find products that match?
I was wondering if you just type the number in the search box? I looked under the color IQ tap and it isn't very clear.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi cats349,   You should be able to visit: http://www.sephora.com/color-iq and enter your Color IQ number under "Already have a color IQ number?" and your foundati... see post
Q. UNSUCCESSFUL AUTHORIZATION & REFUND
Hi, I've placed an order on December 25th. Today I checked the order and the status shows unsuccessful authorization. Since I really needed my order before December 30th, I want a refund ASAP. M any posts here implied that the refund circle of Sephora is REALLY LONG.  Can anyone help me to accelerate this process?
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @Ziiiiiiii,   I'm sorry to hear this! I'll look into this and send you a PM soon.  see post
Q. Multiple Issues Regarding Beauty Insider Account
So firstly I've been a VIB member for so long that I cannot remember but i've just recently realized that my online account stills says beauty insider. This probably explains the second problem. Which is why I don't get the emails either about the special coupons like 15$ of $50. I had had someone connect my card to my online account a year ago if that's any important. This is how it looks on my account..IF someone could please help, I would greatly appreciate it. I keep having problems with my online sephora account T_T. Thanks tta
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Jenfeng, I will look into this for you and send you a message with more information. see post
Q. Can I use my Canadian Sephora gift card in the US?
Hi,    I recently received a Sephora gift card here in Canada. I am traveling to the US soon and I was wondering if I could use it there?  Thanks
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HALL OF FAMER NikaBT / HALL OF FAMER HALL OF FAMER / answered
A. Hi rlim,   Yes, you should be able to use your gift card as a US store but please note that the value of the card will be converted to US dollars. see post
Q. Regular Sale Instead of Beauty Insider Sale
Hello! At the time of purchase, I gave the cashier my Beauty Insider Rewards Card, she scanned it, but it still went through as a Regular Sale, so I did not receive my points! She explained to me that it was her second day there, so I'm not upset, just wondering if there is a way to fix this situation! Thank you.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @stabbymccrabby,   I am very sorry about that! I will send you a private message so I can assist you with this. Thank you.   Best Wishes,   Janean see post
Q. Missing Samples
Hello, I recently did a online order, however my samples are missing! I was looking forward to the samples. Not happy
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @maro123,   I am very sorry about that! I will send you a private message shortly in regards to this. Thank you.   Best Wishes,   Janean see post
Q. POINTS
I went to Sephora and bought the item, but I just found out that none of my  points  have been added to my account. How can I add my points to my account?
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HALL OF FAMER NikaBT / HALL OF FAMER HALL OF FAMER / answered
A. Hi misaxx,   I can add the points for you! I'll send you a PM to help out with this. see post
Q. deal 15 off 50
Hi! Sephora, I´m a new beauty insider, and I did not received the email with the promotion code of the 15 off 50. I was wondering if  I can still get it. thank you. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mc1712,   I'm sending you a PM to provide you with more info!   Always, Danee see post
Q. Wrong Samples Sent
Hi,  On my recent order as a gift for someone the wrong three samples were sent. I wanted three fragrance samples and instead received skincare three samples that the person I am gifting too cannot even use. Is it possible to receive the correct samples? This is disappointing as the package was a gift, and the samples chosen were curated for the person I gifted too. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Ashtree123,   I'm so sorry to hear the incorrect samples were sent! I'll send you a private message to assist you further.   Always, Danee see post