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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
Q. How do I link my Beauty Insider card to my Sephora online account?
I have my Beauty Insider card in front of me but am not quite sure where I link it with the account I have online.
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi graceb4394,   I can help you link these. I am sending you a private message regarding this. Please check your inbox momentarily.    Best, Mali see post
Q. MISSED MY BIRTHDAY PRESENT
Hi! My birthday was on Mar 2nd, so I was waiting for the email that sephora usually sends on birthday month to get my gift at the store. But since then, I haven't got any email from sephora.. It's been a month since my birthday... should i just give up and wait for my next birthday or is there a way that i can get it online or in store??     ps. I am a beauty insider so there are no clue why I haven't got my birthday present email.. i always get emails from sephora via email tho.. pls help me (   Thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi katiekimm,   No email or voucher is needed to redeem the birthday gift! You are always welcome to pick up the gift in the two weeks before or after your birthday.... see post
Q. Cancelation of my account
Hi, I'm trying to cancel my account because I accidentally made a second account instead of signing up with my original beauty insider card i got from sephora. I really would like to be able use my normal email.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi KatieSB97,   I can help with this! I'll send you a PM to link the accounts in just a moment. see post
Q. Can't remember BI email?
Hello, I got a beauty insider card a few weeks ago and I can't remember the email associated with it. Is there anyway I can retrieve that email? Thank you!
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi yoonjin,   I can help with this! I'll send you a PM shortly. see post
Q. order issues
i orderd some products online and my order status says: "unsuccessful authorization" please help me!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mmakeuplover,   I'll send you a PM regarding your recent order! see post
Q. Bite beauty
I bought two of the bite beauty amuse lipsticks today , but one of the boxes had a totally different color and was from the butter cream lipsticks. I was very upset because it was something completely different, and was not wait I paid for.
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi MaryAnwar,   Sorry to hear this! Please contact the store directly to find out more on your options for a return or an exchange. The store phone number is located... see post
Q. Customer Service Email
I wrote Sephora via email about some issues I had shopping in store. It has been a week and I still haven't received a response. Is this normal?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ChelseaLeeB, I'm sorry for the delay! We have had a high volume of inquiries. I will look into this for you and send you a message with more info. see post
Q. Returning
Hello, I've recently purchased 3 items in an order but I want to return 1 of those. I lost the attached returning form and couldn't find anywhere to print it out. What should I do to return it? Can I print the order summary in my online account instead of the returning form and send it with the prepaid returning label? And the point is how can I inform them that I just want to return 1 item, not the whole things in the order I made? 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Tuti2194, Yes you can go ahead and use the order summary to send the item back. Once it is received, they will scan the item that you include and credit your account.... see post
Q. VIB Status Not Updated
I have recently spent over $350 since January 2016, but my status still says Beauty Insider...when will this update? Or is there something else I need to do?    Thanks. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi makeupastory,   I'm sorry about that! I'll take a look at your account then send you a private message with more info!   Always, Danee see post
Q. Where did all my accumulated points go? Disappeared after in-store purchase yesterday :(
Hi all, I'm sure this has happened to some others too, so I wanted to check in and ask-- where did all my points go? Yesterday, I was in a store to purchase the Sheseido eyelash curler (which works wonders!!), and at that time I had 127 beauty insider points accumulated. I opted to keep them instead of choosing a 100-point gift, but I did choose to receive my free birthday gift! Then I went home, logged into my Sephora App to see my account, and it has said 0 Points since then! Where did all my points go? Is this a glitch caused by logging into an online platform or do they all disappear to be processed or something? I miss my points... I hope they come back to me...   Any insight would be appreciated! Thanks everyone, have a beautiful day
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mulanrude,    I am sending you a private message regarding this. Please check your inbox momentarily. Thank you!   Best, Mali see post
Q. Sephora Cancelled Order?
I placed an order around 1 this morning and just got an email stating it was cancelled because they couldn't confirm my payment information. I just used my card to order something on Jeffree Star and it went through just fine, the order has even shipped out. Can someone help me with this?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Captaainlesse, I'm sorry to hear that! I will look into this for you and send you a message with more info :) see post
Q. Unsuccessful Authorization
Hi.  Made an order on the US website from New Zealand with an NZ credit card for items to be shipped to US address. Status shows as: Unsuccessful Authorization.  I have had no email from Sephora explaining this, however my money has been taken. I would appreciate contact from Customer Service promptly. Thanks
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Wantwant, I will look into this for you and send you a message with more info :) see post
Q. Mail
I have not recieved anything in the mail from Sephora and I am subscribed to. I am afraid I'm going to miss the VIB sale in the Spring. What should I do?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi nathleung,   I will send you a private message, so that I can look into this for you and provide you with more information. Thank you!    Best Wishes,   J... see post