Customer Support
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Q. Extra points taken off
Hi there,   the sales person scanned my one 100 point reward twice but I only redeemed one item. Can you add back the 100 that was taken off mistakenly?   Thanks! 
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Jingggg,   I have added back the additional 100 Beauty Insider points that were incorrectly deducted from your account. You may need to log out of your account co... see post
Q. I'm a VIB but my online account shows BI
I am a VIB but my online acct only shows beauty insider, and some previous purchases are missing. Can someone please help me link the acct? Thanks!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi there! I can help with that. I am sending a private message with more details.    Cheers!  Kevin  see post
Q. LINK ACCOUNTS!!
I need to link my two accounts, on one i have over 350 points and on the other i just have 40.. please help!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi @amae120,   I'll be happy to link your accounts and combine your points! I am sending you a message to assist with this :)   Always, Danee see post
Q. I MADE AN IN STORE PURCHASE, BUT I FORGOT TO USE MY VIB CARD. HOW CAN I REDEEM MY POINTS?
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Lisuhhlove,   I can assist you with this! I am going to send you a private message to get a little more information from you.  see post
Q. Items disappeared in past purchase and VIB problems
There's always some items purchased in store disappeared in my purchase history. I bought about 9 items in one time, but only 4 was showed in the history.  I became VIB on April, 18th but haven't received the welcome email yet. And I became VIB Rouge on 19th, will I receive both welcome packages or just the VIB Rouge package?   
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Purplabby,   I can take a look at your account and your purchase history. I'll send you a private message regarding your account and what I find! see post
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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directionsplans / NEWCOMER / answered
A. Hi,   I could also use some help to merge my accounts! see post
Q. Perfume Return Question
I have a perfume that I bought about a year ago but just don't like it. There is about 90% still left in the bottle.  I have the box and can print out my order information.  Question is, can I still return it?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi kathied, I'm sorry to hear that this item isn't working out for you! If you are planning to return the item in a Sephora retail location, please call your local s... see post
Q. Online Purchase Price Adjustment?
Hello! I purchased a foundation and concealer online on April 9th. Couple days later I received an email with a 15% off coupon starting April 16th. Is there any way I can get the price adjusted without needing to bring the items to the store to refund and repurchase?    Thank you!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jojocutie, unfortunately, promotions are valid only during the promo dates and cannot be applied to prior purchases. I apologize for any inconvenience!    Regards... see post
Q. How to connect my VIB card to my online account?
How to connect my VIB card to my online account?
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melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi KaiiJ-   I'll sending you a message now to obtain additional information so that I can link your accounts together! see post
Q. I was able to rsvp to event, but I never received the e-mail?
I am pretty good about receiving emails, but this time I didn't receive any.I also didn't receive an email for my past order although i received it already??
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Teresa44443,   I am sorry that you did not receive a confirmation email regarding the VIB Rouge event. You should be receiving an email regarding the event very s... see post
Q. VIB ROUGE EVENT
I tried RSVPing online and it says my email doesn't match any VIB rouge member so i called the VIB ROUGE line and the girl on the phone got it done for me and told me I'll be receiving a confirmation email but I haven't received one yet and it's been 3 hours. I tried entering my email to get the confirmation email resent to me and I got an error saying : This email address does not match a registration for this event. Check the email address and try again or contact the planner of this event.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi PIMJAA,   I am going to send you a private message to assist you further with this.    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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Natalie7447 / FRESH FACE / answered
A. I hate the fact that I can't use my Sephora store credit online. where I live we don't have a Sephora store here. so now I cant buy anything and have a Sephora store cre... see post
Q. SEPHORA VIB ROUGE SALE 2015
I can't remember when it was the past couple years, but does anyone know roughly when it's going to be? I'm waiting on this huuuuuge purchase to do during that sale and I want to figure out when it's going to be. THANKS!
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cathyxoxo / FRESH FACE / answered
A. April 12th :)  see post
Q. Linking accounts??
I signed up for beauty insider in store but didn't give them my email. I later made 2 accounts with 2 separate emails trying to find a way to link them to my card myself online. In store when I forget my card I will give them one email and sometimes my sister will give them my other email to give me points. I would like to transfer all my points to one email and link it to my card please.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Karma1996,   I can link your accounts for you! I'll send you a message requesting more details so I can complete this process. Check your messages soon! 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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BEAUTY PRO bleuorchid21 / BEAUTY PRO BEAUTY PRO / answered
A. I would like an old review removed so I can post a new one. I posted a review on the Anastasia DIPBROW Pomade  back in February 2014 and repurchased the product in Octo... see post
Q. Two Accounts!
Hi, I registered for an account today in store without realizing I already had an account. How do I either delete or merge these accounts?
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi hannahdd,   I can merge your two accounts for you! I'll send you a private message requesting more info so I can help you out with this. see post
Q. Updating Status
I recently went to Sephora and my points weren't added to my Beauty Insider card because it wasn't used. Well I contacted costumer service and my points were added but not the amount of money I spent. Is there any way to add that amount? I would be very close to getting updated to VIB Rouge if that money was added.
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi VeronicaRico,   Due to system constraints on our end, we are unable to update your spend total if your Beauty Insider card is not scanned at the time your purchas... see post
Q. medallia survey link
what is website to do the survey on how I felt with my makeover? I was pleased with my service, ,but can't get the site. Thanks
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SPECIAL GUEST sunnybunz / SPECIAL GUEST SPECIAL GUEST / answered
A. Is there anyway that I can get the link too?    see post
Q. Sephora Colorful Eye Makeup Class
Hi, I attended the Sephora Class: Colorful Eye Makeup in West Vancouver early March and, at the end of the class, I actually forgot the 2 papers where the "instructions" to reproduce the makeup were written .   As it was one of my favorite classes, I was wondering if anyone could send me a copy of these paper from this class, that would be awesome!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Calia0411!   I am sorry that you forgot the handouts that were given out during the Sephora Colorful Eye Makeup class. Unfortunately, I do not have any additional... see post
Q. Why my order was cancelled?
i placed order by gift card and ship it to my aunt's restaurant but the order was cancelled. my previous orders are ship to the freight forwarder address. So i understand that you have to cancelled my order because you not ship to freight forwarder. but this order is not ship to freight forwarder. would you please tell me why my order was cancelled.
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi sukii, I sent you a message with more info. :) -Laura   see post
Q. WISH SEPHORA HAD A CREDIT CARD, CAN YOU BELIEVE MY BOYFRIEND SUGGESTED THIS : )
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Your boyfriend had a good idea, lynndee562! At least we have gift cards so our family and friends can help feed the addiction.   see post
Q. Order was missing Brushes
Hi My name is Yun Bora. Bought the product. However, it does not contain a brush.(camouflage powder brush.) Please answer!
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RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi borachuu,   I am sorry that the powder brush was missing from the Laura Mercier kit you received. I am going to send you a private message to assist you further. ... see post
Q. How do I get my PIN number for my vib rewards card
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi akf3,   Our rewards cards do not contain any sort of pin numbers. I apologize for the confusion!  see post
Q. Foundation Worries/Return
Hi!    I got the Yves Saint Laurent BR 30 from my sister for Christmas. I feel like it has been working for a while, but I keep on noticing myself feeling stressed it's too dark.    It's not too much darker than my skin tone, but enough to make me feel self conscience about it. If I brought it into the store, and they could colour match me to a different one, would I be able to return mine? I still have the box, but no receipt as I don't want to have to ask my sister for it (she doesn't keep them, and I don't necessarily want to offend her.)    I'm usually a fair-light in everything, but this says fair to medium. I haven't used much of it (because I'm self conscious.) How hard would it be to return it, as it's from December?    Thanks for any help!
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kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi laurani! If the foundation is lightly used, the store may be able to exchange it for you.  If the bottle is half empty, then you can always purchase the new shade you... see post
Q. Need help linking VIB card to online account
My VIB card hasn't been linked to my online account and it says that i'm a beauty insider. Can anyone help me out? Thanks!
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Q. VIB membership Package question
So I recently became a VIB member, and my qualifying order was online so they sent me the shiny silver packet with the coupon vouchers for ten percent off, and a free 45 minute makeover. I then proceeded to go to a store to get my card, and then was handed another silver packet with another two vouchers.    My question is, can I take both of the 45 minute makeover vouchers and go to a sephora with a friend and get our makeup done? Or is that against protocol? Also would I be able to use both 10% off vouchers?    I also heard that if you spend $50 in store you can get a free 45 minute makeover. Is this true? I'm curious to know how the stores can ensure that customers spend $50 on product afterwards?  
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi tinytimelord,   Congratulations on reaching VIB status!   You won't be able to use the 10% off introductory promo twice - it's a one time use promo code so if... see post
Q. returns
Hi, I bought a mascara but it is not doing anything for my lashes. i used it twice. is it possible for me to return it? Thanks!
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Dansa4eva, Yes, please bring your product with the receipt to the store for a refund or exchange! :) -Laura   see post
Q. Can I redeem the points for an item that a cashier forgot to put?
I bought something from Sephora but I don't have the points for it! I bought both naked and naked 3 palettes back in January, but I just noticed now that I never got points for it. I threw away my receipt, but I do have the products to prove it. Is there anything I can do?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi kathuii, I will send you a message to get your info. :) -Laura   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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SCENE QUEEN KSpinks / SCENE QUEEN SCENE QUEEN / answered
A. how is this still an issue!   see post
Q. Merging Accounts
Hi, I have a Sephora account online but do not have a card for it and would like to merge this account with another which does have a card, is there a way of doing this?
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laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Monique, I can link your accounts for you! I'll send you a message to get your info. :) -Laura see post