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laurah25
Q. 😑😑😑
My points aren't online!! 😑😑 I'm so upset!!
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi laurah25,   I am sorry that your Beauty Insider points are showing up online. I am going to send you a private message to assist you further with this. see post
amnos
Q. Pre-paid credit card
hi! I just want to double check I CAN use a prepaid credit card (Vanilla VISA) as long as the billing address is the same address that I register with the credit card right?   I have looked on older post as there was conflicting stories so I'm just double (triple) checking   ($200 is a lot to spend on a prepaid card if it doesn't work >_<)   Also, I will be buying the pre paid card in Japan and I read that Sephora accepts Japanese credit cards.   Please correct me if I'm wrong., Thanks!! 
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi amnos, Yes, we do accept Japanese credit cards. So I don't see why a pre-paid card wouldn't go through in our system. However, make sure that you have enough money ... see post
R0sec
Q. beauty insider question
I may purchase some products that will put me in vib rouge how long will I be in vib rouge and will this only last until December or last through the new year. I'm not exactly sure how this works
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi R0sec, Beauty Insiders have one calendar year (January 1 – December 31) to spend $350 to qualify for VIB status, and $1,000 for Rouge status. Please keep in mind th... see post
lieska
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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frustrated25
frustrated25 / FRESH FACE / answered
A. Honestly ridiculous that in this day & age we STILL cannot use gift cards online. I have $100 in gift cards and, like everyone else, live in a small city, hours away fro... see post
Joeybeanns
Q. Return policy!
I hate to be the one to ask this, but I was wondering if I can return an item I bought from Sephora a few months back, (according to my purchase section on my account it was purchased in April)? I had bought a 4OZ. Jar of Philosophy Hope In a Jar, and I used it three times, but I really can't stand the scent of it and have not touched it since. I completely forgot about the moisturizer, until recently when I was rummaging through my drawer of moisturizer. I tried to like it, it really works, but the smell is too irritating and strong for me to wear it on my face. Thanks in advance!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Joeybeanns,   Since it has been passed our return policy time period, I suggest visiting your local Sephora Store for further assistance. If you have misplaced yo... see post
buttersunset
Q. Connecting accounts?
Is there any way to connect my VIB card to my online account? I've noticed the website now says you should be able to view both your in-store and online purchase history in one place (which would be lovely), but I don't see any of my in-store purchases, probably because I never found a way to link the 2 accounts. Also, because of this, when I was in a store last time I was told my VIB status will continue throughout the next year, but online it says it will run out soon. Any help would be appreciated.
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi buttersunset, I'll send you a message to help. :) -Laura see post
blueeyechic
Q. Sephora is taking money for my orders however none of my orders have been confirmed????!!!!
So I have been trying to purchase the items in my bag for the sale.  When I get to the "Place your order" page, I press the button, and it takes forever to process and then it says that my order has been cancelled due to some sort of number code reason.  I have repeatedly tried to place an order and none of them have gone through.  Then I went to "My orders" and checked to see whether any of these orders actually went through and none of them have been confirmed on my order page.  But I recently checked my bank account and it's stating that sephora is withdrawing my money for each time that I tried to place the order even though the website explicitly said that my order was cancelled!  My order is not showing up in my purchase history, but it says I have added points and and withdrawn points which is correct but my order status is not showing up and I have yet to  recieve an email conforming my order!!!!!!!!!!!!!!!!!!!
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi blueeyechic! When you are ready, please give us a call at 1-877-737-4672 so we can help get your order placed.  I don't show anything on your account either, so you w... 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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rhiannoncn
rhiannoncn / FRESH FACE / answered
A. I need to combine my cards as well! see post
lulumissy
Q. How can I change my birthday on my account?
Hi, on my last trip to the US I signed up for a beauty insider account, I believe it's VIB. I've just realised that my birthdate on the account is wrong, I'm from Australia and we write the month after the date as oppose to before, so I think that is where the mix up has happened! I'll be back in the US in a few weeks and doing a lot of shopping at Sephora so I was hoping to fix this up before I get there. Is someone able to help me with this? Thanks in advance.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi lulumissy!   I can change the birth date that is listed on your VIB account. I am going to send you a private message to get a little more information from you. :... see post
nlovesmac123
Q. Beauty insider
Is it free, how do I get points, do i get lots of free things??? Please help
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kssweetheart
HALL OF FAMER kssweetheart / HALL OF FAMER HALL OF FAMER / answered
A. Yup! It's free nlovesmac123! All you have to do is sign up. I believe you go to the 'My Account' page and then click on 'subscriptions' and enter your email, then it sho... see post
yogagirlmv
Q. How do I redeem my birthday gift online?
Dekey
Dekey / FRESH FACE / answered
A. Whether you are looking for gift ideas for girlfriend or boyfriend Here is a best gift for your Lover . I know what I have to create something like unique and you never... see post
deb56
Q. Dr. Jart Renewalist
I received an email stating that the Dr. Jart Premium was back in stock.  I am going to order this but also wanted to order the Renewalist as well.  Any idea if that will be in in the next couple of days.  I don't want to wait too long and miss out on the Premium but I would like to purchase both on the same order since I am ordering from Canada. Thanks
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi deb56,   I just checked and it's looks like Dr. Jart's Renewalist BB Cream has been discontinued from our website and stores. :( I am sorry for the inconvenience!... see post
Anusheh
Q. Didn't get my 3 free samples?
Hi all, I recently received my package from Sephora and didn't get any of the 3 free samples I requested. There is a piece of paper attached the package that confirms the 3 free samples are part of the package contents but I did not receive them. Has this happened to anyone else? I'm assuming if they were simply out of stock then the slip wouldn't say it's part of the package contents at all...
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jenniefor
jenniefor / FRESH FACE / answered
A. I placed two orders since beginning of September; the first order did come with the samples I selected, but this most recent one (ie. I just received today), I did not r... see post
NikkiPilot
Q. Can Sephoras in JC Penney redeem beauty insider points?
kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi NikkiPilot!    Yes, they can! :) Please keep in mind that perks can differ from store to store and from what's available online.    Cheers!  Kevin see post
AshGrove528
Q. Sephora Return
I got this eyeliner in the mail that came with the tip broken and it will not sharpen, I heard sephora has a return policy where you can return anything.....is that true? because this was $22 and everyone said it was amazing but I cant use it because of the tip
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AshGrove528! Yes! If the pencil is not working out for you you can return it back to us free of charge using the return label or you can take it to your local store. ... see post
bethyz117
Q. can i exchange a product if i lost the box but i still have the receipt?
I bought an anastasia eyebrow dip, but i was dissatisfied with the color because it is too dark for me. I have been meaning to return it but my sister accidentally threw away the box but i still have the reciept. i dont really want to get my money back, i would just rather exchange it for a lighter color. i also used it a tiny bit before i realized it was too dark for me
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Bethyz117,   You should not have any issues exchanging it at your local Sephora Store http://goo.gl/Jz0JZO however, please make sure to bring a government i... see post
Punammodasia
Q. Please can you tell me where I can purchase marc Jacob tinted face stick in uk
RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Punammodasia,   The Marc Jacobs Tinted Face Stick has been discontinued from our website and from our stores. I do not think this item is available at any of the ... see post
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
ParisMarie2
Q. Beauty insider card not linked to online account/email?
I got a beauty insider card a few months ago now. I've used it a few times since. Today when I signed into my online account it appears that the card is not connected to my account or email. I know it is the same email I provided when I got the card in store. Wondering if there is anyway to link them together or fix this?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ParisMarie, I'll send you a message to help. :) -Laura   see post
Hello7Yuki
Q. Help me.....
I didn't receive the package that I ordered. I check the tracking number, it said delivered. And the wired thing is in the tracking number show it ship to: CHATTANOOGA, TN, US. This is NOT where I'm livening. I livening in  Sun Prairie, WI and my order details say " ship to: Sun Prairie, WI" too. I need help/ explanation.........;( 
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Hello7Yuki,   We apologize for any confusion regarding your tracking information. Due to a system error, an incorrect tracking number may have been assigned to yo... see post
mommy
Q. i just moved and what a hassel it was to get it right with sephora
melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mommy ,   I'm sorry to hear that! What was the issue that you were experiencing? I also moved your question from Acne to Customer Support.   see post
audrei258
Q. Survey and 100 points
Hello,   How long does it take for the 100 points to be posted to the VIB account?  I filled a survery a few days ago. Thank you!   Amy 
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vudu007
vudu007 / FRESH FACE / answered
A. Hi  I just wantes to take a moment to say thank you to Ivan @ store #88 ( River Park  FRESNO) he was so helpful. He went above and beyond to make sure I found what I wa... see post
Stephanieo2000
Q. I'm missing about 50 points and proof of purchase?
I purchased the Too Faced smokey Eyes palette and a Sephora Gel Liner on July 13th. No purchase history on my account even though I remember giving the employee my email.
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miabt
miabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Stephanieo2000,   Oh no!  I'd be happy to take a look at your account for you :)  I'll send you a message for a little more info.   xo, Mia see post
1117
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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cocochanel212
IT GIRL cocochanel212 / IT GIRL IT GIRL / answered
A. This is so disappointing! Sephora is the 1st store I think I have ever encoutered where I cannot use store credit online.  I am VIB and have been for many years. The pro... see post
CrimsonBetrayal
Q. KVD Saint pallet?
I am a little worried...I placed an order online about 1 hour ago and now the pallet (Saint by KVD) is out of stock. It shows in purchases but I am now worried it sold out even though it shows purchased. Will I be getting it or is it OOS an I am out of luck?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi CrimsonBetrayal, If you were able to place your order with the palette, that means you will receive it!  If there is anything missing from your order when you recei... see post
maribellies
Q. I have two different beauty insider accounts and I only use one of the accounts,.
It seems that I have two different beauty insider accounts and I only use one of the accounts, however during my last shopping trip the associate accidentally connected to my less used account and my points went there. Can I combine my points and delete one if the two accounts to avoid this from happening again?
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi maribellies,   I can make sure your two accounts are linked! I'm going to send you a private message to get more information from you. :) see post
mel2484
Q. Delete my Sephora account?
Hi, I didn't know I had this second account and I wanted to know how I can delete it. Also, I noticed that I had recieved points here from a recent purchase and wanted to know if I can transfer them to my primary account.
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi NaBa123,   I can make sure your accounts are linked. I'm going to send you a private message to assist you further with this. :)  see post
thaniabun
Q. VIB EMAILS
When I log into my account it says IM a VIB, but I haven't received any Sephora emails besides the ones to confirm an order in months, I check my spam folder and added sephora to my contacts but nothing.  I made a new email address and changed my account to the new one and still nothing I haven't gotten any emails letting me know IM a VIB or promos or anything. Is there anyway I can find out about VIB offers and promos so I don't miss out?
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Thaniabun,   I am so sorry that you have not been receiving our VIB emails! I will send you a message to help and to research this further. Thank you for your pat... see post
itsnotmyfault
Q. Missing Item on Purchase history and Missing BI points
I recently made a big sephora purchase in-store but I'm missing an item on my purchase history and I'm also missing the points I received for that item. It says I currently have 256 points but while I was in the store, the woman at the cash register said I have over 300 points.  I checked my purchase history and I couldn't find "Ben Can Sexy Little Stow" (exactly what it says on my receipt).  I DID use my beauty insider card  and as far as I'm concerned, as long as you use your card during your purchase , the items should show up on your purchase list.  Is there a way the item can be added to my purchase list through a code or something?  I still have the receipt
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Hafssah
Hafssah / FRESH FACE / answered
A. I have the same issue! was this resolved? see post
Mandie831
Q. VIB rouge upgrade not showing online?
So I got upgraded to VIB rouge in the store today. I was looking around on sephora.com just now and noticed that it still says I am a VIB and need like $86 to get to rouge. My points however did go up, just not my insider status. Any ideas? Update lag?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Mandie, I'll send you a message to help. :) -Laura   see post