Customer Support
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Q. Unsuccessful authorization
I ordered on the 27th of July , and I received a message informing me that 638 dollars has been taken, also an email was sent by sephora congratulating me on the order and saying that you'll receive another email when your order ships . when I check for the order details on the website , the status show that its an unsuccessful authorization . does this mean that I've lost my money and there is no order ! . please recheck because I have a total different time zone,  I'm all the way from Dubai so its really hard to communicate by phone .    sincerely , Sara 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Sara,   I will send you a private message regarding the status of your order! see post
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 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. 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. Sephora app for Android customers?
Are there any plans to release a Sephora app for Android phones?  I just switched from iphone to Droid, which has been awesome, but I do miss my Sephora app.  Made ordering and researching my products very efficient.  Thanks!
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SCENE QUEEN ladyseptimus / SCENE QUEEN SCENE QUEEN / answered
A. yeah i really don't understand why the app is not available in canada :/ see post
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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tlatimer1 / FRESH FACE / answered
A. Has anyone found a way to edit or delete reviews? 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. anybody having trouble receiving their Sephora emails?
I haven't been receiving mine since August. I check my subscription and everything's in order. I just hate feeling like I'm missing out on something new or a VIB offer
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SCENE QUEEN missknight47 / SCENE QUEEN SCENE QUEEN / answered
A. I am soooo happy to read this.  Not that I'm happy that we aren't getting our Sephora emails, but that I'm not the only one.  I've called the VIB line so many times abou... see post
Q. I didn't receive my 3 free samples from sephora when I made my purchase. How can I get them?
Free samples weren't received
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avitafl / FRESH FACE / answered
A. I didn't get any samples either. Is it because it was my first time shopping at Sephora? 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. I have multiple Beauty Insider cards and multiple Sephora accounts.
How can I combine all of these to make it easier to manage?  
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sarin07 / FRESH FACE / answered
A.  I also have the same concern, multiple beauty insider accounts 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. 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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Fsindii / FRESH FACE / answered
A. SO **bleep** FRUSTRATING   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. 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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HALL OF FAMER dianabt / HALL OF FAMER HALL OF FAMER / 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
Q. Points?
Hey I was just wondering how I get "points" on Sephora.com. Thanks
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HALL OF FAMER tenngal / HALL OF FAMER HALL OF FAMER / answered
A. You receive one point for every dollar spent on merchandise at sephora.com or in Sephora retail stores. Every time you accumulate 100 points in your Beauty Bank, you can... 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 RESIDENT ametaldiva / BEAUTY RESIDENT BEAUTY RESIDENT / answered
A. I totally agree! I am VIB and I am on a limited budget atm with health conditions and can't always drive 30 minutes or more to a Sephora to spend a $150 store credit. No... 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