Customer Support
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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
Q. store question
i live in florida. will my sephora store accept $100 bills and $50 bills? or should i exchange them for $20's instead???
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi JuliaSofia,   This is an interesting question! I'm not a lawyer, so take this with a grain of salt, but I believe that technically speaking private businesses can... see post
Q. Can i still get my points from previous purchases that wasnt in my rewards card?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi charmgee,   If you made a purchase but didn't get the points for it we can add them for you after the fact. I'll send you a private message requesting more detail... see post
Q. Sun Safety Kit - will it be available online again?
Hi,   Currently, the product's showing the following message: " Due to high demand, this item is currently sold out online. Use the "Find in Store" field above for availability in a Sephora store near you. "   Will it be available online again? I really want to get it, and don't have a store near me...     Thanks!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi firefly02,   I am sorry that the Sun Safety Kit is no longer available on our website. The Sun Safety kit will be coming back in stock on our website :(. I apolog... see post
Q. Someones using my account
I recently checked my beauty bag and found that there were some purchases made under my beauty insider account that was not by me. The person also used 500 of my points. what can be done about this?
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi CK0426,   I am sorry to hear about this. I am going to send you a private message to assist you further. see post
Q. Need help with my BeautyInsider account
Hi! I would like to add my beauty card to my online account. Can you help me with that? Thanks
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @MissAria,   I answered your question here :) > http://community.sephora.com/t5/Customer-Support/Linking-beaty-insider-card-to-online-account/m-p/2018061#M28152 see post
Q. Is it possible to change my birthday on Sephora?
For some reason, it says on the website that my birthday is in May when I put it in as July. Is there anyway to change this because I was hoping to get my birthday gift in store while I am in the USA in July?  Thanks.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi alixosse12,   I can update this for you. I am going to send you a private message to assist you further.  see post
Q. Can I return a product after a month?
I bought an Urban foundation and after a few uses realizes it didn't fit my tone. I have the box but no receipt. Can I exchange it?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Emmaps23,   If you bought this item from a store, I would suggest contacting the store directly for information about making a return or exchange. You can find yo... see post
Q. Most recent order has the status unsuccessful authorization but the charge went through just fine
Most recent order has the status unsuccessful authorization but the charge went through just fine (checked with cc company) so why does the order have that status? There should be no issue...
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jen33487,   I reviewed your account and it appears as though you already spoke with a representative over the phone earlier this morning. Let us know if you need ... see post
Q. My Credit Card Has Been Charged Twice?
Hi! Today I placed an order, and later when I check my credit card information online, it appears that I've been charged twice! I checked my order status on Sephora and it seems like I only have one outstanding order.  I emailed customer support and received a confirmation email with my ticket number, however I'm unsure of what to do next.  Is there any way to get my money back? This has never happened and I've ordered from Sephora tons of times! This is very upsetting.   Thanks in advance,  Diana.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Diana,   I am going to send you a private message to assist you further. I will be in touch with you as soon as I have more information.  see post
Q. I bought something from the sephora store and was wondering if I could return by mail?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AnnaS13,   Regretfully Sephora.com's warehouse does not accept returns of products that were purchased in-store. You will have to return the item to a retail loca... see post
Q. Can I still receive points on an instore purchase?
Can I still receive points on an in-store purchase, my original beauty insider card...i forget which email I used. So I carried on with my purchase after being told I can register for a new card and redeem the points online. So far I have already registered for my new beauty insider membership. How can I get my points on my in store purchase?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi KatrinaEliza,   I can help you out with this and combine your account and your points as necessary. I'll send you a private message requesting more details! see post
Q. Sephora Exchange/return?
I bought a concealer during the 15% VIB sale, and it ended up being the wrong color. Can I evenly exchange the concealer for another color, or will I have to pay a price difference?  
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @DaenyRosa,   As the Love Note Promotion has now ended, we are no longer honoring the discount. However, if the product was purchased in store, it is at the discr... see post
Q. Unsuccessful Authorization in a reorder !
I placed a reorder and got (  Unsuccessful Authorization ) in the status again ! I may rethink buying from Sephora =/ 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @NoufE,   I'm so sorry about that! I'll be happy to look into this for you and send you a private message with more information.   Always, Danee see post
Q. Unsuccessful Authorization Order
Hi   I placed an order on the 24th of April 2015 and after checking out I saw ( INITIAL )  under STATUS in the printed receipt, few days later when I checked my order status I found ( Unsuccessful Authorization ) what does it mean ? Do I have to reorder and pay again !?      
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi NoufE,   An unsuccessful authorization means your order has been cancelled because we couldn't verify the payment information. There are many reasons why we would... see post
Q. How do I link my VIB card to online account?
Hello, I cannot link my VIB Rouge card to my online account and I've never get email or mail about the promotion and sale info. Please let me know how to link my VIB card to my online account and receive the email/mail about the promotion. Thank you.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi tyche72,   I can link your accounts for you! I'll send you a private message requesting more information. see post
Q. Extra points taken off
Hi there,   the sales person scanned my one 100 point reward twice but I only redeemed one item. Can you add back the 100 that was taken off mistakenly?   Thanks! 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Jingggg,   I have added back the additional 100 Beauty Insider points that were incorrectly deducted from your account. You may need to log out of your account co... see post
Q. I'm a VIB but my online account shows BI
I am a VIB but my online acct only shows beauty insider, and some previous purchases are missing. Can someone please help me link the acct? Thanks!
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HALL OF FAMER kevinbt / HALL OF FAMER HALL OF FAMER / answered
A. Hi there! I can help with that. I am sending a private message with more details.    Cheers!  Kevin  see post
Q. LINK ACCOUNTS!!
I need to link my two accounts, on one i have over 350 points and on the other i just have 40.. please help!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @amae120,   I'll be happy to link your accounts and combine your points! I am sending you a message to assist with this :)   Always, Danee see post
Q. I MADE AN IN STORE PURCHASE, BUT I FORGOT TO USE MY VIB CARD. HOW CAN I REDEEM MY POINTS?
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Lisuhhlove,   I can assist you with this! I am going to send you a private message to get a little more information from you.  see post