Customer Support
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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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Q. Why can't I edit reviews?
Can you not edit your reviews on the site? I reviewed something that I initially did not love, but after using several times I actually do like. I want to change my review...but i see nowhere that allows me to do that.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. I am closing this thread. I'm sorry if we missed your post! If you have a similar issue, please create a new thread under the Customer Service board or send me or any of... 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. Can you combine multiple e-gift cards?
I earned 4 e-gift cards which total to $40 worth. I would like to buy something that is $46 with all of my egift cards, can someone tell me how? Thanks!
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. nosillac wrote: I earned 4 e-gift cards which total to $40 worth. I would like to buy something that is $46 with all of my egift cards, can someone tell me how? Tha... 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. Limit on the number of returns?
I have heard several people now mention that Sephora stores will no longer accept returns from them for "too many returns". I have scoured the website and my receipts to see if there is anything that indicates that there is a limit to the number of returns a person has but to no avail. What exactly is Sephora's return policy regarding the number of returns a person can do? I know for one, I get a lot of gifts from people from Sephora and I do return some of them because they are not what I want (mostly unused) and I do return some items I've bought that just don't work for me. One reason I like shopping at Sephora is the return policy but if they are going to limit the number of returns, that would be nice to know and it should be clear on their website what the policy is. Thanks!
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BEAUTY BRAINIAC Myriam613 / BEAUTY BRAINIAC BEAUTY BRAINIAC / answered
A. My sister and I shared an account, spent about $1500 in two months and returned over $400 worth of items, all with receipts and most of it wasn't even used or tried on. ... 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. 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. If i have multiple coupon codes can i use all of them or just one?
I want to place an order online but I have a coupon code for 20% off, a free buxom mascara sample, and an iPhone case can I use all three or just one of them?
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HALL OF FAMER melissabt / HALL OF FAMER HALL OF FAMER / answered
A. Hi Gggirly,   Sephora is only able to process one promotion code per order. You may place three different orders to redeem your codes. I hope this helps! 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. 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. 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. 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. 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. MUFE artist trio discount?
There's a $20 online discount available when you buy 3 mufe artist shadows and the palette on the sephora website. Does this discount apply when you are buying in-store? 
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi aleshchins,    I am going to send you a private message regarding this. Please check your inbox when you have a moment. Thanks!   Best, Mali see post
Q. Can canadians use gift cards online?
If I am in Canada, Why can't I use my gift card online? The lady at my local sephora store said I could.
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mlespencer / FRESH FACE / answered
A. may 2016 and this is still a problem see post
Q. unsuccessful authorization
order no. one is in progress and other two showing unsuccessful authorization. im from india. but my shipping address placed in order is of usa and canada. please need urgent help as the total order is for more than 800$    
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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. Cant use Store Credit Online
Why cant store credit be used online ? I dont understand, the money goes to Sephora regardless, and there are so many items that are online only. I know i cant be the only one that hates this, it makes me sooo mad becuase i hate going to store when i can place orders online from home. but then if i ever return something without a receipt i get stuck with store credit that just sits in my wallet forever. is sephora ever gonna change this ??
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Donnna89 / FRESH FACE / answered
A. So I'm not the only one who ran into this issue. I can't believe that a large and successful retailer such as Sephora still has such an OUTDATED return policy! Its ridic... 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. Will Sephora ever carry MAC?
I really love MAC and I wish Sephora would carry it so I could by all of my makeup at one store. 
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HALL OF FAMER melissabt / HALL OF FAMER HALL OF FAMER / answered
A. We do not have any recent plans to carry Mac however, we thank you for taking the time to leave your suggestion! 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. Cruelty Free
Sephora, please start having a tag added to the items which are cruelty free. It would be helpful for those of us who love our furry friends and choose to support companies which care.
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alsglow / FRESH FACE / answered
A. I will no longer buy Sephora products because they are not cruelty free!! 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. 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