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Customer Support
meredithm
Q. When will Perfekt Eye Perfection Gel in "Bright" be back in stock?
I've been waiting for a few weeks for it to come back in stock.  I signed up for email alerts and still haven't heard anything.  I don't think it's been discontinued because Sephora employees in the store say it's one of the most popular products and shades.  Please let me know how much longer I'll have to wait!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi meredithm, Looks like we should have this shade back in stock in early August! :) -Laura see post
AshleyK17
Q. Didn't receive my VIB Rouge card
I just became a VIB Rouge member upon making an online order. I received the welcome kit but not the actual VIB Rouge card. Should I go to my nearest Sephora to ask for one?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AshleyK17!   Congratulations on becoming a VIB Rouge member! You can pick up your new VIB Rouge card next time you are shopping in the store!  see post
lavysal
Q. UNSUCCESSFUL AUTHORIZATION
Hey There, I just placed an order, and money have been taken on hold from my card, but now it says unsuccessful authorization. So I'm just wondering, what's going to happen next? Is my order came through, or my money will come back to my card? i want this order so bad
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi lavysal, We understand your concern regarding the pending authorization on your account. These are temporary authorizations from failed order attempts. Temporary au... see post
msall
Q. I am a VIB and this status is not showing up on my online account, how do I fix this?
laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi msall- I already sent you a message to help. :) -Laura see post
rhinooki
Q. VIB ROUGE
Hi. I recently reached the the VIB ROUGE status at a sephora store.. I was only given the VIB ROUGE red card... I thought that you get a vib rouge kit with a free bite lipstick.... was that for a limited time only?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Sorry rhinooki !   As a re-qualifying VIB Rouge you should have received the nail polish (last year it was a mini bite lipstick). I suggest contacting your lo... see post
laurenfromaust
Q. Elizabeth and James 100 point perk- what store can I find it??
Can anyone help me track down the Elizabeth & James 100 point perk perfumes- both scents! I'm in NYC on holiday- so buying online isn't an option. Any Beauty Advisors able to tell me what store to go to to find some? Thank you!!!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi laurenfromaust! Beauty Insider perks differ online and in-store, so the best way would be to contact the store directly.  A list of store location and their contact... see post
sparkfae
Q. Online order return to store with printed invoice.
I bought an item online but i misplaced the shipping invoice. I have previously returned an item that i bought online to a store just using my order printout from my profile, and i had no trouble in getting money put back onto my card. I tried recently to do so and they said I couldn't return the item because the invoice i printed out from my profile didn't have a bar code, and that i could only get store credit. So my question is, did the previous associate give me a refund when they weren't supposed to, or should i be able to get my money back as long as i have the printed invoice from my account?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi sparkfae! Yes, when an online order is returned to a store without the original order invoice, a store credit is supposed to be issued.  I'm sorry for the confusion! ... see post
makeupgoddessx
Q. Delete my second account
I had two accounts and would like to delete this one since it is no longer necessary. Can someone help! Thanks 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi makeupgoddess, We can't "delete" accounts, but I can deactivate it for you. I'll send you a message to help. :) -Laura   see post
esb123
Q. My VIB status isn't showing up online
My VIB status isn't showing up online, is there a way to fix that? I'm not sure if I have accidentally created two accounts. Thanks!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi esb123, I'll send you a message to help. :) -Laura see post
emilyemily4
Q. I have a beauty insider card, but I had to set up a different account online.
I don't know how to get my original account back?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi emilyemily4! I can help with that! Please check your private messages when you get a chance.    Cheers! Kevin  see post
LindaBS
Q. No points added
Heya, I just went to Sephora to return a product worth $24 and then bought a Dior lip maximizer ($37) & a daily makeup brush cleaner ($10). After returning the product, this came to $24.15. I mentioned my beauty insider account but I don't think she got it as there are no points added. Any way I can still get it? I'm so close to VIB!
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi LindaBS, I'll send you a message to help. :) -Laura   see post
LindaBS
Q. Not enough points added
Heya,   I just placed my first online order which was $90 CAD excl tax + shipping. However, it only added 75 points. Did I do something wrong or did I overlook something?   Thanks!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi LindaBS! I'm sending you a private message to help.    Cheers! Kevin  see post
LindaBS
Q. Return without receipt
I recently bought the Clinique rinse off foaming cleanser. I used it twice and it made me break out and gave me an incredibly dry skin.   Even though I used it twice and I don't have a receipt, can I still return it?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Linda, You can return your gently-used products to any Sephora retail store without a receipt within 60 days of purchase for an exchange or store credit. :) -Laur... see post
melvaq121
Q. Kat Von D Painted Love Lipstick in Rosary
Hi,   I'm posting this here because emails to customer service, calls to the Rouge concierge, and general store inquiries haven't been able to provide me with an answer. When will this color be available on the website again? Is it discontinued? Are stores still receiving stock of the item? When the line relaunches, will this color be included?    Thanks! 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi melvaq121! Our system is actually showing that shade as discontinued.  It doesn't look like it will be coming back into stock.  Sorry about that!    Let us know i... see post
BeautySerenity
Q. ASAP ANSWER URGENT! Will I have to pay an at the door fee?
I have a package from Sephora coming tomorrow! Unfortunately, I will be busy with my studies and I will not be home. My grandmother may open the door and I panicked today at the thought that she may have to pay my Courier Duty Fees? (Is that what they are called?) This package was paid by my friend and he ordered online for me off of the Sephora Canadian website and he paid the amount + shipping + duty fees. I was wondering, will I have to pay more fees at the door? Or am I good to go?   *The courier is Canada Post I believe, I was tracking my package   *How much extra would I have to pay?  
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi BeautySerenity! No additional fees will be charged at delivery.  :) Depending on the driver, someone may just need to be there to sign for the package.    Hope th... see post
saramustafa99
Q. Do I have to print out some sort of coupon to get my birthday gift in stores?
miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi saramustafa99,   You will be prompted to include the birthday gift during checkout with any online order placed within 28 days of your birthday. If you're having ... see post
daisyg611
Q. Wrong beauty insider card on online account
I logged into my account and checked my Beauty Insider points and it looks like my old card (that I lost) is on my account, not my new one. Can I get my new card on my account? Thanks!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi daisyg611! I can help with that ! Please check your private messages when you get a chance.    Cheers! Kevin see post
asdsfgh
Q. Disappointed ...
Just received my package from Sephora today only to see that I didn't get any of the 3 samples that I selected and was looking forward to receiving. What's up with that? I was really excited to see fun new samples like the Boscia, GlamGlow, and Origins ones that I selected,  all three of which were still available online for a while after my order shipped. As a rouge member since it launched, I think it is reasonable to expect to get the samples I selected at least, if not an extra as well. Instead I ended up with 3 of the same perfume samples that they constantly give out I know this is a small thing to complain about and maybe I'm being unreasonable but it would be nice if they gave us the samples we selected, otherwise there is no point in even giving us an option! 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi asdsfgh! Sorry to hear that!  Unfortunately, if samples are unavailable when your order is being packed, they will be substituted for something different.  I understa... see post
AlexaNicole4
Q. Transfer Points
Hello,   Is it possible to transfer points from one card to another?   Thanks!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AlexaNicole4!    If both cards belong to you, yes we can merge them together. :) Please let us know if there's anything else we can assist with!    Cheers! K... see post
ReneeScott
Q. In store purchase not showing up online?
Back in February I purchased the BareMinerals Swoon Blush at my local Sephora in JCP (Like I always do ). I just realised that it has never shown up online under my purchases and I've never gotten the points for it. Luckily I kept the receipt, I used my BI card and the number is at the top. What should I do?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ReneeScott, I'll send you a message to help. :) -Laura see post
NatFat
Q. How do I know if I still get the magazine subscription I ordered with my last order?
I used the "Cosmo" code with my latest order but it disappeared from my order confirmation and order history. 
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi NatFat, I can confirm if it was added to your order. I am sending a private message to help.    Cheers! Kevin see post
sonyejin
Q. I ordered BIG EASY sample with points, will color be randomly chosen?
vulala
BEAUTY BUFF vulala / BEAUTY BUFF BEAUTY BUFF / answered
A. Just a head's up, it's tiny.  It's 0.1oz, so it has a value of $3.22.  But yes, it's the light/medium. see post
PurpleShampoo
Q. Package Not Delivered - Please Help!
Hi there. The tracking number for my order indicates that the package was delivered and left at the front door. The package is not at my front, the entrance of my apartment building or at the front office which UPS usually takes packages too. I will continue to check to see with neighbors if anyone has taken it. I'm worried that someone has stolen it.   Can someone please help me with this? I'm really upset because I was looking forward to having my order and the Illamasqua Hollow Pigment was in this order and now no longer being sold, I believe the other item I ordered is limited edition, and I used 200 points for deluxe samples Thank you!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi PurpleShampoo, please give us a call at 1-877-SEPHORA (1-877-737-4672) so we can further assist.    Cheers! Kevin see post
Mahra
Q. Desperately need help!
Hello Sephora community,   I'm trying to purchase since two weeks and my order got rejected six times!!! I'm using international billing address and a US shipping address.   I kept getting that the payment information were not confirmed . So I bought my self a eGift Card to pay the full amount of money using it, but I found that I must enter a credit card to complete the purchase so I did and that failed.   In my last try I emailed the customer service and they answered that the order has been canceled because of my shipping address is associated with multiple people! I use US shipping address through Aramex and I searched about this and found some people who used it at Sephora.com and worked , so what's the problem?   while reading the answers of people here at the Q&A community conversations I found that it is acceptable to use intentional billing address for some countries and my country is one of them *I'm from the United Arab Emirates*   So what is really the problem?!!! I bought the eGift Card for more than $100 what should I do now I can't use it!!!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Mahra!   I will send you a private message to assist you further with this. :)   see post
Jenji
Q. Does anyone else have problems with not all of their purchases showing up online?
For some reason not all of the purchases show up on my side of the account but they do on the Sephora side but I never know now which ones are there and which aren't. I've now just started keeping all my receipts because I don't trust it... does anyone else have this problem?
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melissaleah
BEAUTY WHIZ melissaleah / BEAUTY WHIZ BEAUTY WHIZ / answered
A. I was wondering this too, there are lots of things I have purchased that I want to re-purchase but I don't remember the specific shades. My "Purchases" list is only show... see post
Ilse0
Q. Costumer service
My online account won't show my full points, at the store I was told I have 500 points but online i only have 205 points. I am also a VIb member but on my online account i'm just a beauty insider. Can someone please help me?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Ilse0! It sounds like you have two accounts.  I am sending a private message to help.    Cheers! Kevin  see post
violettevivi
Q. How can I return un online order in store without the return form
hi, I want to return un item which I bought on online the 9 feb. And I want to return it in Sephora store. But I lost the return form. How can i return it?
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crewfan
BEAUTY PRO crewfan / BEAUTY PRO BEAUTY PRO / answered
A. I have an Urban Decay Lipstick (my favorite in obsessed) and went to use it and it won't twist up anymore. I'm pretty sure I don't have the receipt; is there any way I c... see post
alexismichelle
Q. Transferring points
Ok this might be a dumb question but here it goes. So when I was younger and first started going to Sephora, my mom made a Beauty Insider account but she doesn't use it. Over the years, I've continued shopping at Sephora and now there a bunch of points on my mom's account. I was wondering if there is a way to transfer her points over to my account. Haha I think I already know the answer but just making sure.
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btmod2
btmod2 BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi alexismichelle,   It would be possible for us to transfer the points from your mom's account to your account. however your mom needs to send us an email at custom... see post
mpiteros
Q. Givenchy Spring 2014 Ombre Couture in Rose Illusion?
Does anyone know when/if Sephora is getting Givenchy's Spring 2014 Ombre Couture Eyeshadow in Rose Illusion?   I really want to get one, but they're currently only available in Europe.   
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btmod2
btmod2 BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mpiteros,    We have not yet received information on whether we will be carrying Givenchy's Spring 2014 Ombre Couture Eyeshadow in Rose Illusion. I suggest checki... see post
marisa811
Q. 2 beauty insider cards--how do I combine them?
I have two insider cards and I want to combine them so all they points are on one card and under just one email address. How do I do this?
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laurietark
laurietark / RISING STAR / answered
A. could someone help me with the same problem!  see post