Customer Support
Showing results for 
Search instead for 
Do you mean 
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?
see post
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
Q. Returns?
Can I still return something I bought 7 months ago but have barely used, without original packaging but with a receipt?
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Joyfullolove22,   I'm sorry to hear that the product did not work out for you!   Since it past our return policy, please visit your local Sephora Store http:/... see post
Q. Beauty points not added
I made a purchase in store and my beauty points weren't added to my card. I never had problem with my points when I buy something online. Can somebody help me with that please? Thanks!  
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi raaaa, I am still unable to answer your private message! Please shoot me an email at community.support@sephora.com where I can assist you with this. Thank you and I a... see post
Q. Soap & Glory's Face Soap And Clarity™ Vitamin C Facial Wash
When do you think Soap & Glory's Face Soap And Clarity™ Vitamin C Facial Wash will be back in stock?
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Katrina10212,   Soap and Glory's Face Soap And Clarity™ Vitamin C Facial Wash will be back in stock in the next week or so. I recommend signing up to receive an i... see post
Q. Returns without a receipt?
I purchased a Clinique 3-step skincare kit about 3 weeks ago. Unfortunately it has caused my usually clear skin to break out in tiny red pimples all over my face. I have thrown my receipt away, but wonder if I can get an exchange/store credit if I return it. Thanks for your help!
see post
keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Erikalh! Sorry to hear the products didn't work for you. :( For products ordered on Sephora.com, you can print out a copy of your order summary from your online ac... see post
Q. Points not updating
hi everytime i go in to store the points the cashier tells me are correct but then i go online and it says i have only made one purchase and that 5 months ago ! i am close to being a VIB and want my status to show online i tried changing my password, logging in and out, and now I'm here please help
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi haleygorgeous,   I would be happy to look into this for you! I'm going to send you a private message now so I can assist you with this :) see post
Q. Sephora package never arrived? (UPS)
My package was supposed to arrive 2 days ago, and the UPS tracking page says that it's delivered, but I checked all around my house and couldn't find anything. The order total was only $13 but still... Any mods out there who can help me look into this? I usually never have any problems at all with online shopping at Sephora :/
see post
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi jaaaane,   I am sorry that you did not receive your order. I can definitely look into this for you. I am going to send you a private message to assist you further... 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.
see post
miss1923 / FRESH FACE / answered
A. I would like to delete one of my accounts I made two by mistake. How would I go about that?  see post
Q. Return without box?
I have been looking for a foundation that suits my skin type and color. I've had to return 2 already and I'm wondering how many times are you allowed to return something? Also can you return without a box if you have your reciept? I have something else I need to return but it would make the 3rd return, is that ok or am I going to be stuck with it? Thanks so much!
see post
barin / FRESH FACE / answered
A. How many times can you return something with id     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.
see post
cmg57 / RISING STAR / answered
A.  I can't believe it's 2015 and this is STILL an issue!  I want to use my giftcard online.  1) Not all of us live near a store and 2) not all your products are available ... see post
Q. I made a purchase not while back and i didnt use my card, can i still redeem the points?
Hi, i made a purchase not long ago and i just got the beauty insider account. Can i still redeem the points? i realy dont want my money to go to waste. pls and thank you
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi meeralison,   Thanks for getting in touch with us! I'm a little bit confused about your question - did you make a purchase before you had a Beauty Insider account... see post
Q. returning
hi i bought a foundation online that in the wrong shade, and i've already thrown away the packing box of the foundation, can i still return it in store? 
see post
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Emma93, yes you can. Please be sure to take in your receipt at the time of return. see post
Q. Order have been cancelled but already use 10% off code in this order
My order has been cancelled.But in this order I use the VIB welcome offer - 10% off next purchase.When I try to reorder I found that code was not available. But the order was cancel! Is this also count i m already use the code? What can I do???
see post
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi IvyC1029, thank you for letting us know. I will send you a private message now to assist you with this! :)  see post
Q. I have a credit to sephora for returning an item... is there any way I can use that credit online?
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi sbesselman,   Merchandise store credits cannot be used on our website. I truly apologize for the inconvenience and thank you for your understanding.  see post
Q. deactive/deleting accounts
I'd really love it if someone told me how to delete both of my sephora accounts. i don't shop there much and there's no point to it! thanks!
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi mjohnnie, I can help you. I'll send you a message to get your info. :) -Laura see post
Q. can you return sale products and get full cash back?
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Julie, You can only get a refund if you have your receipt when you return the item. The refund will go back to the original method of payment. Please view our retur... see post
Q. Problem with points
Hi, I have the same problem. I'am ordering online right now and I can not use my points from VIB beauty insider.How can I transfer my points online?
see post
TaydeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Fifnka, I have sent you a private message to assist you with this! :)  see post
Q. Returning Online Orders
I ordered an eye makeup palette online and I hate it. I was wondering if I could bring it into the store with the receipt and get a full refund.
see post
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi doctorwho19, yes, you may! Please bring the palette and the original order summary that came in the box to your local store and a cast member will be able to process ... see post
Q. Is there a way to find out what my VIB qualification date was?
I have a few coupons that expire 30, 60, and 90 days after qualification, but I don't remember the exact date.  Thanks for your help!
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi EmmaCooper, Yes, I can look that up for you! I'll send you a message. :) -Laura   see post
Q. VIB Rouge card linked to my online account
Hi, few years ago I made a beauty insider card in the store it was not linked to my account but I would like to link it to my online account as well please. Thanks!
see post
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi loveeforever, I can link your accounts for you! I'll send you a message to help. :) -Laura   see post
Q. VIB rouge card and 10/15% off coupon
Hello. I just got the VIB Rouge welcome kit online.  I heard there is supposed to be a 10% or 15% coupon like in the VIB welcome kit.  But I didnt have that in my rouge kit?   I didnt know if you redeem the rouge kit in store, it includes the rouge card also.  I lost my card and make it a little inconvient to shop in store cause the register may take a while to spell my email correctly. Is there anyway I can still get the rouge card in store? Do I need to return the online welcome kit to exchange for the store one?  LOL I think I tossed everything except for the lipstick.
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Sorry for the confusion verredandi!   The VIB Rouge Renewal kit does not come with a one time use discount and online the card is not included! The cards are availab... 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
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi almitacee,   I'm sorry to hear that you didn't receive your complimentary samples in your recent order! I'd be happy to help you out with this - check your inbox ... see post
Q. Are the JcPenney Sephora locations getting the Too Faced Semi Sweet Chocolate Bar Palette?
Really want to get the Semi Sweet Chocolate Bar Palette with my Sephora JcPenney giftcard, but none of the locations around me have it in stock and I called one and they said they did not know if they were getting them or not. I've also heard that other people are having problems getting this product at JCP locations. Are the JCP locations getting them in stock?
see post
ZannaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi EyeshadowLover7,   Some of our JCP locations have different availability than our free-standing Sephora stores so we recommend contacting your local store to chec... see post
Q. Merging store card account with online profile
Hi,  I have a store card account for the longest time then I made an online profile thinking they would merge... Now, the online profile doesn't show all my points I have.  Can someone help me?
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Pmcch,   I moved your post to Customer Support and I'll send you a message now to help out! see post
Q. I made a beauty insider card in store years ago and now i want to purchase online?
I have all these points from buying things in store but its not linked to my any online account. I don't want to purchase anything online if the points don't join How do i link the accounts?
see post
kevinbt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi doodlebunch! I can help you merge them! I am sending a private message with more info.    Cheers!  Kevin  see post
Q. status of the Nude Advanced Renewal Eye Complex
What is the status of the Nude Advanced Renewal Eye Complex? It is out of stock in the store and online. Is Sephora discontinuing this product?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi zednotzee,   The NUDE Skincare Advanced Renewal Eye Complex is still available in some stores. If it's not at your local store, I would suggest using the "Find In... 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 ??
see post
SIGHTSEER BeautybyGod / SIGHTSEER SIGHTSEER / answered
A. This conversation started on 11-29-2011 and the last comment prior to my submission was on 6-6-2014.  This unsatisfactory customer service practice has been BAU for 5 ye... see post
Q. VIB Rouge
I only need 200 points more to upgrade to VIB Rouge. Do i need to do this before the year is over or is there no rush?
see post
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Dansa4eva,   Beauty Insider tiers are based off of year-to-date spend amounts, not the amount of points in your account. To reach VIB Rouge you need to spend $100... see post
Q. damaged hourglass palette
went into sephora today to buy the hourglass light palette because i got a gift card for the holidays.  I got it home and it was shattered. I'm going to go back to sephora on Monday and return it for a new one. However, I used my 10% off vib card and I'm afraid that I'm going to have to pay more for it because i used the coupon the first time. Not mad or anything just sad. 
see post
dianabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Mafalvey,    I'm sorry to hear that! If you are just doing an even exchange for a palette that is NOT damaged you should not be paying any difference. I hope that... see post
Q. Returning Without Receipt? (It was a gift!)
My friend got me two palettes that were $15 each (total of $30) as a Christmas gift. The problem is, they don't suit me that well and the color isn't what I expected it to be. Unfortunately, she did not provide a receipt with the palettes. What exactly is the store policy for returning without a receipt? I understand that you do have to an ID with you so they could keep track of things, but the only ID I have on me is a student ID. Will that still work? Anything that you may know will help. Thank you!
see post
melissabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / answered
A. Hi Jayelybean,   I'm sorry to hear that the products did not work out for you! Since you just have your student ID, I recommend contacting your local Sephora Store t... see post