Customer Support
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Q. Why aren't I getting emails?
I haven't gotten a sephora email in months, even tho i'm a VIB, so I'm missing out on all the offers! Why is this happening?
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BEAUTY BRAINIAC laurenmichelle1 / BEAUTY BRAINIAC BEAUTY BRAINIAC / answered
A. I have the same problem!!! I've called customer service and changed my email and still nothing!!! 😥 see post
Q. Is Formula X being discontinued?
I noticed that all Formula X products are heavily discounted. Is the line being discontinued?   I love Formula X and will miss it at Sephora if it is gone!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AlyssaM94,   We don't have specifics but the brand is currently available on Sephora.com and it looks like everything is just on sale. Please stay tuned for new i... see post
Q. Missing Free Samples from Order
I received my Sephora order in the mail  today but I didn't receive the 3 free samples from Sephora that I selected when I made my purchase. This is the first time I purchased through the Sephora app, and also the first time that I have not received the samples that I selected with my order....
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi AlyssaM94,   I apologize your samples were missing from your order! I'll send you a private message so I can assist you further.   Always, Danee see post
Q. How do I link my beauty insider card to my online account?
I have many points on my card (and I actually just got upgraded to VIB so I have that card too) but my online account still says I have 0 points. How do I link my cards to my account?
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Bridget1995 / FRESH FACE / answered
A. The exact same thing is happening to me, and now i missed out on 164 beauty points because i wouldn't let me sign in as a VIB see post
Q. How do I add my existing beauty insider card to the sephora app?
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi lyzzaaaa,   You might have two accounts that aren't connected, I'll send you a PM about this! see post
Q. Cannot redeem my birthday gift
I received an email from Sephora telling me to redeem my birthday gift, it is also on the beauty insider offers page, but whenever I click redeem offer, even after adding other things to my basket, it doesnt show up, even if i click checkout. I'm also in the UK right now so I can't ring Sephora's number without it costing a lot. Any help would be appreciated.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi CaitThePlate,   If you are placing a UK order, regretfully, we are unable to ship the Birthday Gift internationally. However, if you are temporarily in the UK, pl... see post
Q. Is there a physical magazine that could be sent in the mail?
   I was not positive if there was a physical magazine that could be sent to my home. I am aware of the email subscription; However, I normally don't look through my emails. Thank you for all your help -Maddie
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi MaddieMoreland,   I'll send you a private message to provide you with more information!   Always, Danee see post
Q. Placed online order in store, just want to track my shipment!
Yesterday, I went to Sephora to pick up the Anastasia Beverly Hills Modern Renaissance Palette. Sadly they didn't have it in stock, so they offered to order it for me online. The cashier asked me for my shipping address, name, and phone number, but did not ask my email address. I thought maybe since she asked for my phone number, this order would be linked to my beauty insider account since that's what they always ask me for when they look up my account. However, nothing is showing up on my online account and I didn't get a confirmation email (since she never asked for it). I have a receipt with the order number. Can this be linked to my account somehow??
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi haleytribe,   I'm sorry to hear that! I will send you a private message shortly to assist you with this.   Always, Danee see post
Q. Linking accounts
Can someone help me link my VIB account with my online account? Please and thank you!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @bree555,   I will send you a private message shortly in regards to this. Please check your messages shortly. Thank you.   Best Wishes,   Janean see post
Q. Where can I view my reviews? Like a list of all the reviews I have written?
I can't for the life of me find the link or page that would list all the reviews I've written on my account. I feel like I've looked through every menu on My Account and can't find it. Sorry if I'm being obtuse, but where do you go in your account settings to find an overview of all the reviews you've submit?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A.  Hi Cheyneromero, Sorry it is a little hidden! You can actually view them on your Beauty Talk profile page. Scroll all the way down and you will see My Product Reviews. see post
Q. How do I add points to my account by using a receipt. I did not use my vib card in the store?
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Shauntelw, I will send you a message to help. see post
Q. Extra item on receipt?
Don't ask me why I'm obsessing over this, as I'm sure I already know the answer, but I just want to make sure. I purchased a couple items last night and noticed that it had a $0.00 "Mini Makeover" on it and I assumed it was a sample or gwp. I was excited to see what little treasure had been thrown in my bag but to my surprise, there was nothing! And before you say it, no, I did not get a makeover while I was there, lol. Or anything that could have been perceived as such. Was the associate just trying to make the store look better by saying a makeover was given or is there some gwp/promo sitting on the register counter?! 😱
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi add1ct3d,   I'm sending you a PM to request a bit more information from you! Please check your inbox shortly.   Always, Danee see post
Q. unsuccessful authorization??
Hello overall this Sephora experience has been extremely tiring and frustrating and I just need some assistance. I don't seem to be the only one facing this problem so I hope to get some response. I live in another country so I can't call Sephora. Using a gift card I purchased, I placed an order from Sephora and sent it to be delivered to a US address. The value from my Paypal to pay for the gift card was deducted and the value of my gift card was deducted according to the confirmation email sent out (even though my order didn't go through). I did not get an email saying that my order was unsuccessful which seems ridiculous to me and had to find out myself. I cannot think of any reason why the order didnt go through considering I used a gift card. Please reply as soon as possible as there is no other way I can get in contact with Sephora and it's extremely frustrating sitting here with no makeup and my money deducted. I feel cheated. Please help, thank you. Sephora did not respond to my email.
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @merlionnosue,   I am very sorry about that! I will send you a private message shortly with more information. Thank you.   Best Wishes,   Janean see post
Q. Can i transfer my beauty points to another email?
Hi! I wanted to know if there was a way to transfer my beauty points to another email. The one they are on now is old and I don't use it anymore, so I wanted to know if there was a way to put the points I have now on my current email. if someone could help me I would really appreciate it
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi sofiaxrose,    I would be happy to assist you with this! I'm going to PM you. Please check your inbox when you have a moment. Thanks!   Best, Mali see post
Q. can anyone check on the status of my order placed Nov14? It has not been shipped
can anyone check on the status of my order placed Nov14? It has not been shipped
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Reboulmch, As stated at checkout, we have had a 1-3 business day processing delay. The usual total delivery time for 3 Day shipping is 4 business days, so you should ... see post
Q. beauty insider error
I made a purchase with Sephora, signed up for an online account, and tried signing up for Beauty Insider so I can earn points for the purchase.  However, every time I try to sign up I get this error:  Error happened when save the BI account: the email or ATG ID is already linked to another account.     Could you please help correct this so I can earn points for my purchase?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. I am closing this thread. If you have a similar issue, please create a new post under the Customer Service board or you can send me or any of the other mods a PM. Thanks... see post
Q. Complimentary makeover for VIB
Hi, I have "Welcome to VIB" pack with a complementary makeover voucher for customized makeup application. Silly question but: what exactly may I book on  http://www.sephora.com/store-locations-events?tab= services as there is no specific "customized makeup application" service? Is it custom 45-minutes makeover or one-to-one 90-minutes session? Or is it anything else like 15 minutes mini-makeover? So far I see that there are only two booking options - 45 or 90 minutes. So which one am I eligible to book for free with this welcome to VIB voucher?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Darina, Sorry for the confusion! It is for the 45 min Custom Makeover.  see post
Q. Wrong Item in Package
I got my package today but I got a different item than what I had ordered. I know there's a number I can call about it. But would I be able to go into a Sephora store to swap the received item for the actual item I ordered? I did order the foundation during the VIB Rouge sale so when I swap for the right item, would I be charged the difference between the VIB price and the original price?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi KoolCat2, Oh no! You won't be able to swap it in store. I will send you a message to help. see post
Q. Someone else is using my VIB account
It seems someone on the other side of the USA is using my beauty insider number make purchases. Could it be that there is a duplicate number? Its happened twice same store 6 months apart. They've redeemed points I was saving, and when I contacted customer service they stated there was nothing that could be done besides changing the email address and name on my account. But it just doesn't seem correct.
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi six2midnight,   I'm so sorry to hear about this! I'll look into this for you then send you a private message.   Always, Danee see post
Q. Unsuccessful Authorization
I just noticed that my order status changed to  Unsuccessful Authorization. But  my credit card account show me the transaction is successful and I ordered few times before and everything was good. Does it mean that my order is canceled or what?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Nastycorps, Yes, if it says unsuccessful authorization, the order has been cancelled and the pending authorization should drop off within 1-7 business days. I will lo... see post
Q. Linking my Beauty Insider card with my online account
I have had a BI card for a long time but just recently created an online account. The points that I have on my card never transferred to my online account. I would like them to add up. Can you help me with this?
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi LaurenceS,    I would be happy to assist you with this! I'm going to send you a private message. Please check your inbox momentarily. Thanks!   Best, Mali 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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BEAUTY PRO ChristyMW77 / BEAUTY PRO BEAUTY PRO / answered
A. Just drove 2 hours round trip with a toddler to make a return...it was put on a store credit instead of a gift card and now I'm home and can't use it online. This sucks!... see post
Q. VIB Promo Code won't work
Hi! I am a VIB of Sephora, but when I try to enter in the promo code, it says that the code has expired and it cannot be applied. I called Friday about this and the representative said it should be fixed by night, but it hasn't. Can anyone help me with this?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi loppysloppy,   I'm so sorry for the trouble you are having using the VIB 20% discount code, 20VIB, at checkout! I'd suggest visiting our website on a different br... see post
Q. Is anything going wrong?
  I bought some makeups on Tuesday night. The order is estimated to arrive tomorrow, but it is still in progress. I check my bank account, but the money is not charged. Is anything going wrong with this order?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Pepperm1nt,  So sorry for the delay! We are currently experiencing a processing delay of 1-3 business days. Our distribution center is working hard to ship the orders... see post
Q. I just turned VIB in store last month but why my online status still beauty insider?
 I actually turn to VIB in store last month but my online status still is beauty insider. I try to join this year VIB discount. Is there anyway to combine my card? They are both apply with same email address. 
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi bbbeckie,   Yes, I can link your card to your online account for you! I'm sending you a PM now.   Always, Danee see post
Q. Unsuccessful Authorization
Hi,   I ordered something yesterday and today I went on and it said " Unsuccessful Authorization", which had happened today. I just want my stuff and all my info was correct, how can I fix this? I don't care if I get a refund or if the order just goes through again, but I would prefer a refund if possible. Please help!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. I am closing this thread. If you have a similar issue, please create a new post under the Customer Service board or you can send me or any of the other mods a private me... see post
Q. order in progress ?
I placed my order Nov.5 and it still says in progress ! this has never happened before and the item I ordered is now out of stock does that mean my order will be canceled? please help
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MariekeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @andreaaa97,   I just sent you a PM about this. Please check your inbox! (:  see post
Q. TATUS: Unsuccessful Authorization
hi sephora, i have placed an order yesterday, and it shows STATUS: Unsuccessful Authorization when i check just now, but i didnt receive any cancellation email, is my order still valid? What should I do or i have to place it again?? Thanks
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi tal401,   I will check on this for you now and PM you in just a moment with more info! see post
Q. Transfer ponit
Hi I would also like to know how I can transfer my point to my main account. I have two account and I want to combine and also I have a card of Sephora may use another email to sign up.I want to combine it too. Please help me with this.
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ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi KatPan,    I would be happy to assist you with linking your accounts! I'm going to send you a PM now. Thanks!  see post
Q. STUCK on Canadian website
Hi - hoping that I can get a better response by using this forum, as I emailed through the same query and the "information" I received back was simply the phone number.  Can I please get a real answer or solution?  I do NOT have a phone as I am only visiting here short-term and heading back overseas shortly.   For some reason, I am TRAPPED on the Candian version of Sephora.com and can't get it back to the US version, even though I'm in the US, I will be using a US credit card, and the products will be shipped to the US.  I'm not sure why it's still re-directing to the Canadian website...   I have tried clicking on the link to visit the international pages, I have restarted my browser, and even my computer.  I hae cleared all of the browsing history and cookies.  I have tried clicking on the link from the newsletter that's emailed to me.  I have tried to visit the site through a proxy.  No matter what I do, I'm still getting stuck on the Canadian version - with the Candian prices and the product restrictions (which, of course, include products that I am trying to order)    
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Aussiemate.  I'm sorry you are having problems with the website.  I'm not sure why you are getting directed to the Canadian checkout.  If you go to www.Sephora.com, i... see post