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Customer Support
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
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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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Thank you for your feedback, Allyvak! We will be forwarding it to the appropriate contact in our organization! 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
c4car
Q. Change to VIB status on April 10 can I still enjoy the 15% off on April 11?
I just spent $$350 to become a VIB on April 10. I got notification but my sephora app and online account had not updated my status yet. Can I still enjoy the 15% off until April 11? Can I get the VIB card at a local store?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi c4car! The promotion is technically valid for VIB clients who were VIB before the start of the promotion.  If your account updates in time, you will be able to use 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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DC003
DC003 / FRESH FACE / answered
A. Totally Agree! I spent over an hour picking out what I wanted to buy and then I realize I can't use the gift card to buy it. SEPHORA YOU NEED TO FIX THIS ISSUE. You are ... 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
ClaireDi
Q. VIB didn't show online
I am a VIB rouge, but my points and status are not show online, and some of the product is VIB rouge only. Could you help me with this problem, plz! THX
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ClaireDi-   It sounds like we may need to merge your accounts! see post
Kaysetina
Q. not receiving emails
It's been 3 months since I was told this issue was fixed (my email was "reset") but I am still not receiving emails, VIB or regular Beauty Insider. It's been over 9 months in total since I noted I wasn't receiving emails, please help! Thanks, Sephora! Christina __________________________________________________ _ My previous message in May: Hi Sephora CS Team, I have not been receiving my VIB as well as regular Beauty Insider emails for over 6 months now. I called the VIB hotline to fix this and was told there may be a 2-4 week waiting period for my account to reset, but I am still not getting emails.. that was March. Can you please help me fix this? I've missed every promo except Chic Week. Thank you!
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sheilaga
SCENE QUEEN sheilaga / SCENE QUEEN SCENE QUEEN / answered
A. I have not been getting my emails either since August of 2013.  I finally realized there was a real problem in December when I got an email to review my status and my em... see post
sukaroly
Q. Merge online account with Beauty Insider Card?
I would like to merge my online account  with my Beauty Insider Card since I seemed to have registered online separately. I do quite a bit of online shopping at Sephora and would like have one account with all my points rather than two different ones. Can anyone help me link/merge my 
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PharmRx
PharmRx / FRESH FACE / answered
A. I am having the same issues.  I've had my Beauty Insider for so long and when I registered online, it started me at 0 points! Can someone tell me the trick here, please.... see post
mslian
Q. i have a notification bubble thing on my ipad app but have no idea what it's for... anyone know?
don't know who to contact about this. it's really annoying to see that notification bubble and not know what it's for!!
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hello everyone!   The app IS indeed for the iphone case with a $25 purchase. Are you able to click the button or notification to make it go away? We're forwarding yo... 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 SAVANT crewfan / BEAUTY SAVANT BEAUTY SAVANT / 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
aussiemate
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
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
winnie1126
Q. Missing my points online?
Today I made a purchase at Sephora and I gave the cashier my email address. However when i went online, no points were not added to my account. Is there any way i can claim my points for this purchase? Also i still have the receipt. Thanks!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Winnie1126,   It can take up to 48 hours to see that the points are updated on your account. Also, your receipt it should say Beauty Insider Sale. If for an... see post
janamae88
Q. any way to change delivery method?
i really wanted my order by friday so i ordered on tuesday before noon and selected 3 day ups.. since i ordered before noon it should have been processed that same day and sent out wednesday.. of course today it still says "sent to warehouse....."
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mantoh
mantoh / RISING STAR / answered
A. Just placed the order 30 minutes ago, really need the order by Wednesday. Anyway to chage the delivery method? Please help Thank you 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
bellanote77
Q. cruelty free products/brands
Hi! I was wondering which products/ brands sold at Sephora are cruelty-free? Thanks!
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thelawgrl
SCENE QUEEN thelawgrl / SCENE QUEEN SCENE QUEEN / answered
A. You have to look for a bunny logo on packaging. Some companies mislead you by announcing on their website that they do not animal test. However, them not doing any anim... 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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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi marisa811 -   I'll send you a message to help! see post
liviarourou
Q. tracking number
I made an order on March 4th, but when I checked its status, i still cannot find its tracking number, could you help me to check that?
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi liviarourou! I am sending you a private message to help.    Cheers! Kevin  see post
imthatgirl
Q. Skincare Double Points?
  Does anyone know HOW OFTEN Sephora has the skincare double points promo? I know they just had it on January..
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kevinbt
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Imthatgirl, we have promotions like that throughout the year. :) We don't have specific dates when we have them, but please make sure you're subscribed to emails so... see post
LostinNY
Q. Is First Aid Beauty's FAB Faves Trio permanently out of stock?
I noticed that it said it was permanently out of stock when I looked in my previously purchased items. 
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi LostinNY- The set was limited edition and it is no longer available. I suggest the  First Aid Beauty Fab Faves To Go Kit as a similar set. http://www.sephora.c... see post
bibinchu
Q. Can you ship to the Philippines?
melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Bibinchu, We currently do not ship to the Philippines! However, please visit http://www.sephora.com/international/international.jsp for our international st... see post
cheerleader241
Q. VIB HELP!
I got an email for 3 free deluxe beauty samples with any order, but when I tried to add it to my cart it said I need to spend at least $35 to get the offer. So, I added some more things to my basket and brought my total up to $41, it still keeps saying that I need to spend $35 though. Is anyone else having problems with this offer?
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dianabt
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Sorry to hear that cheerleader241! It may be an issue with our system- I recommend you contact us by phone at 1-877-SEPHORA to have someone place your order for you and ... see post
ellehigh
Q. Points Value and Exchanges
I recently participated in the triple points extravaganza (for fragrances only) and bought a fragrance I would like to exchange. If I do that, will I lose my points, especially if I decide to buy something other than perfume? TIA
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btmod2
btmod2 BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi ellehigh,   I'm going to send you a private message to assist you further with this. :)   Best, Randee see post
tiffanydlove
Q. Two beauty insider accounts?
I have a Beauty Insider account on my card and another one online. Is there a way to merge the accounts and points together?  
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btmod2
btmod2 BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi rachellepine,   I can help you link your online accounts. I'm going to send you a private message. :)   Best, Randee see post
blissfulnini
Q. Beauty Insider Card.
Hi i have been a beauty insider for a while and i don't remember the email i use to register the card is there a possible way i can join my current beauty insider card onto this account?. Thanks!
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melissabt
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Blissfulnini-   I'll send you a message to help out! see post
xtara
Q. Product not showing up!
Bought a new product and it hasn't shown up in my purchases on my beauty insider card, but my free birthday gift has. Also if I don't have a receipt for an item, and it is on my beauty insider card, can I use that as receipt method to return?  Or will I receive store credit. This product has created a breakout on my skin.  
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btmod2
btmod2 BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi xtara,   I'm sorry your recent purchase is not showing up on your purchase history. I am going to send you a private message to get more information from you so I... see post
nwgirl
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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ellenmcrabtree
BEAUTY CELEB ellenmcrabtree / BEAUTY CELEB BEAUTY CELEB / answered
A. The statement the Sephora representative posted here is misleading. Sephora collection is not cruelty free, they test there products on animals so that they can profit f... see post