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sincerelyj
HELP! (ABOUT RETURN POLICY)
I lost the receipt for my recent purchase of the Naked 2 Palette, and after using it for barely a week one of the shade COMPLETELY chipped off and is everywhere over the palette. Unfortunately, I lost my receipt for it and I wanted to exchange for another palette. Is there anyway I could make a return without a receipt?
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TrysBeautyItems
HALL OF FAMER TrysBeautyItems / HALL OF FAMER HALL OF FAMER / replied
You can always make a return/exchange without receipt - just have an ID with you. If purchased online, just print out the order. At the bottom of the page, click custome... see post
theoldfrenchbee
return policy on items bought with discount?
So I bought two items recently on the American Sephora website and used the $15 off when you spend $50 coupon discount thingy that was emailed to beauty insiders. I'm wondering if I'll be able to exchange one item in a Canadian Sephora (in stores) for another item of the exact price without paying anything extra, even though both products are a few dollars more expensive in Canada (in the US, both items are $32, but in Canada, the same items are C$38) and I used the $15 off coupon.   Basically wondering if I can make a dollar for dollar exchange without paying extra (since they're both the same price, but one was bought at a cheaper price from the US) or any added complications.    If it helps the product that I have is the Benefit How To Look The Best At Everything (which, again, was bought on the US Sephora website for $32), and the product I want to exchange it with is the Benefit Primping With The Stars ($32 in the US, $38 in Canada).   Thanks!
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AshleyJ21
IT GIRL AshleyJ21 / IT GIRL IT GIRL / replied
You can return items bought in an American sephora in Canada, I have. see post
Aengus
How to i leave a review for a particular store?
lylysa
HALL OF FAMER lylysa / HALL OF FAMER HALL OF FAMER / replied
I believe receipts have information regarding feedback or reviews for a shopping experience in a particular location.   If you haven't made a purchase but wish to shar... see post
steluz
Missing points?
I made an in store purchase and my points haven't showed up yet.... how long does it long does it take for points to show up when you make a store purchase? !
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MissPain
BEAUTY PRO MissPain / BEAUTY PRO BEAUTY PRO / replied
Points should show up within 24 hours of your purchase. Try contacting CS. see post
spacesuit
Are Sephora locations getting rid of the clearance section?
I stopped by a physical Sephora for the first time in over a month and noticed that everything had been rearranged and there was no sale section anymore. The same thing happened with the JC Penney Sephora at the same mall.   Have any of you noticed this happening in your local stores as well? I know the ones near me have a problem with people opening and going through the sale merchandise so this might be in response to that.         [edit - mods can you please move this out of the acne section, I forgot to select a board to post on]
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annypoo
HALL OF FAMER annypoo / HALL OF FAMER HALL OF FAMER / replied
My SiJCP still has a clearance section. The free standing Sephora I use to live near still had a clearance section when I was still there in early summer. The free stand... see post
mieng7
My order has marked as delivery but I am not receiving its what happen to that
butterblume
HALL OF FAMER butterblume / HALL OF FAMER HALL OF FAMER / replied
Contact Sephora's customer service line, or hopefully a mod here should PM you. see post
pastelgreen
Returns - JC Penney
If I bought products at the JC Penney Sephora, can I return those items to an actual Sephora store?
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MissHaiL
BEAUTY WHIZ MissHaiL / BEAUTY WHIZ BEAUTY WHIZ / replied
Im pretty sure you can, but it can only be returned for store credit! Hope that helps :)  see post
lindzmac
Holiday hours?
Just wondering what Sephora's holiday store hours are this year? Does it depend on each individual store? Also, if I make a purchase in store, say December 26th, will the transaction be credited by the end of the year? (I'm so close to VIB status & don't want to ruin my chance!) 
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BuxomBabe80
HALL OF FAMER BuxomBabe80 / HALL OF FAMER HALL OF FAMER / replied
Hi there! Store hours vary by store, so I would recommend calling the stores to find out. It's my understanding, but a mod could confirm, that purchases made up until De... see post
arclightlux
Which Sephoras in California carry Armani makeup?
I've seen Armani products at one of the Sephoras in Vegas, and my guess is that if any Sephora in CA carries Armani it would be the one in South Coast Plaza.  Would anyone know if this is true? Thanks!
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meganlisa
HALL OF FAMER meganlisa / HALL OF FAMER HALL OF FAMER / replied
Santa Monica (Promenade). see post
Meg82
Dilemmas
Okay, I have two dilemmas. This post is long and probably contains overthinking to a huge degree. I can't help it, overanalyzing things until I'm miserable is how I roll.   Things to know:   1) Even though the general consensus here was that I was overthinking it/overreacting, I can't seem to shake the icky feeling about my regular Sephora.  I'm not sure why, I am aware the issues are pretty minor, but I still feel kinda gross when I think about going back.   2) I am irritated at Sephora Online because they never send me notices about sales until the sale is well under way.  If I wasn't on BT I would never hear about anything until everything good was OOS.   3) I really want some new lipstick, in particular some Audacious and some YSL Rouge Volupte.  I have NO IDEA how to pick colors based on internet swatches.  I have yet to find a swatcher who matches my skin tone perfectly and I always end up buying stuff that looks dumb.   So my dilemmas are these:   !) Should I give up on my Sephora for awhile and stick to the internet? Even though I'm mad at the internet?   2) If I should stick to the internet, how do I pick my new lipsticks?   I guess an option is going to a new Sephora. The 2nd closest one has terrifying parking and I am a terrible parker. Also I've heard that the CS there is terrible.
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LarissaLaDonna
BEAUTY PRO LarissaLaDonna / BEAUTY PRO BEAUTY PRO / replied
You're welcome! :) see post
jessicabb
Unacceptable Customer Service
I know Black Friday is CRAZY and there are angry people everywhere but, I've worked in retail too and have always tried my best to handle customer concerns and complaints.   Politely asked the sales associate at the Metropolis location if there was any more Origins and Tarte sets left from the sale and she responded with "Did you even look?" Ummm.. Yes I did, why else would I ask for assistance.   So lame. I'm surprised a cooperation like Sephora has people like that working.
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H216
HALL OF FAMER H216 / HALL OF FAMER HALL OF FAMER / replied
Actually, I was just talking to my sister about expected rude/uncaring employees during the holiday season. It's not only Sephora, but at so many stores, restaurants and... see post
elizabeth419
order still delayed
So, I received the email saying that orders were delayed because of the sale, but it said my order will be here by Thursday November 20th (tomorrow) but I still have yet to receive a tracking number or an email that my order has shipped.... Has his happened to anyone else????  
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elizabeth419
BEAUTY SAVANT elizabeth419 / BEAUTY SAVANT BEAUTY SAVANT / replied
Wow, that makes no fricken sense! I called thursday (when my order was supposed to get here) and the lady said the latest I would get it would be today!! Yet still no tr... see post
alare
Do you wear makeup to your custom makeover?
I received a "Custom Makeover Gift" for my birthday. I booked a 45-minute custom makeover for this weekend. I'm excited because I have never received services from Sephora before. I'm really self-conscious about my skin (I'm 25 and have adult, hormonal acne). Are we not supposed to wear makeup for the makeover?   Thanks!
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alare
BEAUTY MAVEN alare / BEAUTY MAVEN BEAUTY MAVEN / replied
Thank you for all the responses, everyone! I guess we will wait and see how I feel tomorrow! I appreciate everyone taking the time to provide me feedback! see post
fluffymuha
Benefit Brow Bar now at Sephora Bloor Street!
Just thought I'd let all the Toronto ladies know. I wouldn't trust them with my own brows (I've seen girls come out after their services in the States), but if you're into this sort of thing, I thought you'd like to know it's now available!  
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jisub89
HALL OF FAMER jisub89 / HALL OF FAMER HALL OF FAMER / replied
You're so lucky!! :) Sometimes I think I'm more obsessed with hair than makeup even though my spending habits don't reflect that. I can't stop staring if I notice someon... see post
Mai0409
I really need advice about a recent Clarisonic Radiance set I bought online recently
SO! Heres the deal. Remember those 20% codes we recently had to use with any online purchase? So! I really wanted a Clarisonic that I could use all over my body and because the Radiance was listed above the PLUS i assumed the Radiance was another Clarisonic device that I can use all over my body. I found out yesterday that the only reason Radiance costs more than the Plus is because the Radiance has a skin brightening full size set along with the facial Clarisonic (aka Mia 3). I want a Clarisonic PLUS. Do you guys think that I can go to a Sephora and exchange the Radiance for a Plus and still be able to use that 20% I used online? Seems unlikely but... I really want that 20% off, it was my main motivation into buying the Clarisonic Radiance in the first place! I really want the Clarisonic Plus but I am not buying it without a deal. 
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Mai0409
SPECIAL GUEST Mai0409 / SPECIAL GUEST SPECIAL GUEST / replied
Yeah I have heard people talking about the handle... I will look into that. Thanks! see post
bethany1217
Horrible experience in my Sephora inside JCPenny
This is very long... I just wanted to share my experience from yesterday. I went in to exchange the color on a foundation I purchased online. I am aware they do not accept online returns. I called Sephora customer service and made sure I could exchange colors. They said absolutely.  I proceeded to the store and was told by the lady, who represented herself as the manager on duty, they won't except returns. I kept explaining to her that I made sure they did. She kept insisting they won't. I asked her to call customer service. She did so, explaining to them I wanted to return it.  I got on my phone at that point and spent 39 minutes on the phone with customer service myself, who were just as baffled as I was.  I went back to the lady who represented herself as the MOD while on the phone to get clarification of who she was to document it with customer service. She then explained she was head of education. The actual manager on duty was with a customer. I went to the actual manager and explained to her the problem. She said she doesn't take online returns because it skews the numbers on the store, but she would do it this one time. She went back and retrieved the correct foundation color I asked for, light-medium neutral. I said thank you and left. Stupid me didn't check the color until I got to the car. She handed me medium neutral. I walked back in. I looked for the manager, she wasn't in the store. Only the previous lady.I went up to her and told her the manager handed me the wrong color. She said she won't exchange it. I was beyond angry at this point. I asked her title again.. She said "SEC" Sales Education Consultant. I told her, stuttering a bit, that she needed to educate her consultant better because they were not all aware of the new rule about exchanging. Her response was to put of hand on her hip, poke out her bottom lip, and mock me stuttering "I'm so sorry". I was mortified. I just turned around and left. I have never been treated that way in my life.  I am 34 year old. I had a stroke in January, due to having a hold in my heart i had no clue I had. I have spent months in speech therapy to talk normally again.  I had documented my experience prior to that particular episode with customer service. I didn't call back with this last particular experience with her mocking me. I was so upset. I don't think they would have understood me. A director of the store in supposed to call me back. Should I just wait for the call back, or should I call and make another complaint? Thanks, Bethany    
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meganlisa
HALL OF FAMER meganlisa / HALL OF FAMER HALL OF FAMER / replied
Make another complaint and don't let it go.  I had a recent similar nightmare experience and I'm intending to keep bug gins Sephora until I'm happy that they have done s... see post
Meg82
Weird Sephora Visit
Hey BT, I had a really weird trip to Sephora today and I'm looking for some help sorting out whether it was a good thing or less good. (This post is really long because I have a lot of feelings thank you in advance for reading it)   So everyone who has worked at my Sephora for any amount of time knows me.  This is partly because I come in a lot (I try to use my Rouge perk of free makeovers as often as I can) and partly because I leave really positive, really detailed survey entries.   So everyone is always really nice to me and I always figured it was 1/3 desire for me to buy something, 1/3 wanting to get a good review, and 1/3 wanting to connect because they are human and I am human and maybe we can enjoy a brief chat.  Maybe the last third is wishful thinking.     One of the employees I've become particularly close to, like, i know his life in addition to him knowing mine and I hope that our interactions are more heavily weighted toward the human connection part of things but it's possible he is in it for the survey reviews and the product purchases (I don't really think it's the purchase part though because he is really invested in helping me stay on budget because he knows I tend to live outside my means in Sephora and he doesn't want me to have regrets - but it could be the survey).   So I've always known that I get a lot of love because of the surveys but I don't like to feel like that is the only reason people interact with me.  Even if it is, be subtle about it.   Today I heard some employees talking about me, one saying "oh yeah, that's Meg she does amazing surveys and is in here all the time, definitely get to know her" and I couldn't hear what the response was because I walked away from the display they were on the other side of feeling super awkward.  At the end of my visit the employee who was being told about me went out of her way to introduce herself and tell me she'd heard all about me and I was one of the family.  Had I not overheard her talking about the survey it might have felt nice, like I was being appreciated, but instead it felt kind of like being sucked up to.  It felt kind of slimy.   I definitely left Sephora feeling kind of sh*tty about my visit today and that has only happened one other time EVER.   Am I naive to think that employee/customer interactions can be more than just a financial (or survey related) transaction? Am I deluding myself thinking that these people might genuinely like me and not just like my tendency to ramble about how great they are on the surveys?   Sorry for the novel, if you got through this I'd love to hear your thoughts even if they are just telling me I'm delusional.
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emmohh
HALL OF FAMER emmohh / HALL OF FAMER HALL OF FAMER / replied
It could have also been a warning?   To let the employee know that you take the time to fill out surveys so they should make the extra effort to stay on your good side... see post
ChristalM
Black Friday...any information on what the offers will be this year?
elizabeth419
BEAUTY SAVANT elizabeth419 / BEAUTY SAVANT BEAUTY SAVANT / replied
When do the deals start online?? see post
becccys
Sephora Australia Idea?
Hi Guys,  Just a sneaky little suggestion for your soon to be open Sydney, Australia store ..   Anyway you guys could coordinate/suggest inviting VIB ROUGES who currently shop in your US stores to a soiree of sorts? I know there must be quite a few of us around I get so jealous seeing all the events for the US store openings that it'll be a nice way to surprise your current and loyal customers!! 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi becccys!   Sorry for the late reply! Thank you for the suggestion! I will definitely forward your feedback to our retail division that is handling the store openi... see post
cnani
appointment at sephora for 12 yr old
My daughter starting to like make-up and I'm not the type of wearing make up and can't teach her much. I just don't want her to put too much or wrong make up for her face also it could be a nice gift for her birthday. Is it ok to make an appointment with a beauty advisor at Sephora, she is 12.  Is is too young, too soon to make an appointment with a beauty advisor for her at sephora? What about the classes? Thanks
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lylysa
HALL OF FAMER lylysa / HALL OF FAMER HALL OF FAMER / replied
I think for her just knowing she can is a big part of it. When kids are told they can't/shouldn't do something it does edge them on a bit to "break the rules" and go for... see post
pastelgreen
Return Policy
What is the return policy of items no longer being sold in-store? 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi pastelgreen,   It is up to the store's discretion on whether or not they will accept the return. We recommend reaching out to the store directly for more sp... see post
Nikhita
Hi.
I have a few gift cards saved on my sephora app. and when I tried using them today, I was not able to. The gift cards are viewable in the app, but I cannot see their card or pin numbers. Can you please help me!!
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Nikhita
SPECIAL GUEST Nikhita / SPECIAL GUEST SPECIAL GUEST / replied
Thank you Laura. I will wait for your message see post
butttersunset
Can't spend points in store?
I visit my local Sephora every couple weeks and always loved that whenever I purchased something I could spend my Beauty Insider points to get a sample of something along with my purchase. But starting a couple months ago I went into Sephora and although I was told "you have xx points" at the register, I was never once asked if I wanted to spend my points or anything. I have since gone to 2 different Sephora's in different cities (moved across the country) and I now have over 1000 points but still have not been encouraged nor even asked to spend my points (when they used to always do that). I honestly see no point in shopping in the actual stores anymore if this is now the policy. I'll come in to the store to swatch shades, but I may as well order online and get a better selection of products, free samples, and actually be able to use my points.   So I'm just wondering has this happened to anyone else? Is this a new policy of not asking people to spend their points? It's not exactly encouraging people to try to new products...
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alington
SIGHTSEER alington / SIGHTSEER SIGHTSEER / replied
I've noticed that in both my local Sephora stores as well, and also accursed quite a few points. Fortunately, the bonus is that you can easily save your points for a sin... see post
colorfulmud
Points from store purchases
I made two purchases in a local sephora retail store in the past month but have not seen them showing on my beauty insider points. I showed my beauty insider card every time I made the purchase. How long would it take to have those posted on my online account?
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laurabt
laurabt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi colorfulmud, It sounds like you may have 2 accounts.  I will send you a message to get your info to link them together! :) -Laura   see post
nikita86
Cake Beauty still available in Canadian stores?
I visited a Sephora store in Calgary today (specifically the Core Shopping Centre - downtown). I was looking for the Canadian line Cake Beauty which I had previously purchased from that location.    A sales associate told me that they no longer carry the line in the store. Is this only for this particular store, or is it not being sold in an Sephora Canada store anymore?
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ivyxox
HALL OF FAMER ivyxox / HALL OF FAMER HALL OF FAMER / replied
The stores in Vancouver and Toronto still have it. In case you can't find it at Sephora, you can always try Murale. Their shipping is very fast. see post
SiteNo8
Grand opening of first Sephora in my town tomorrow! Squeeee!
So, of course I'm going, but is there any reason I should go early? Are there any special buys associated with grand openings? I know about the gwp makeup bag. Tomorrow is a province-wide teacher conference, so no school tomorrow, which means a lot of girls will be there (smart Sephora!) I also happen to have the day off.   If I go first thing, should I get there before opening... Will there be a lineup? I'm only a 5 minute drive away
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Koofa
HALL OF FAMER Koofa / HALL OF FAMER HALL OF FAMER / replied
I went to a Sephora grand opening a couple of years ago and the first 100 (I think?) people in line received a gift card (not a coupon towards a purchase, an actual gift... see post
UKLizzie88
What is the biggest Sephora in Manhattan?
Hi everyone I'm heading over to NYC in November and have a huge list of things I want to buy from Sephora! Can anyone tell me which is the largest / best store to head to?    Thanks
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UKLizzie88
BEAUTY CELEB UKLizzie88 / BEAUTY CELEB BEAUTY CELEB / replied
Thank you :) see post
linnylinh
Return policy
I returned a foundation that i used once and was the wrong color for me through mail, because I bought it online. I returned it about 1-2 weeks after I received the item. Its been over a month (30+ days) and i have not received any confirmation that my package was returned and my money is not returned. What do i need to do? 
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi linnylinh!   Returns are currently taking approximately 5 weeks to process. Our Distribution Center recently moved to a new warehouse and this has caused a little... see post
lanadelryan
Question about returns?? o
Hi! I bought a foundation just a day over 2 months ago, and the alcohol in it irritates my skin. I've barely used it since I wanted to use it on special occasions only based on the price ($62) and I still have the receipt from the purchase. Would the store accept it? For a return or store credit, I intend on buying a different foundation with what i get back
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RandeeBT
RandeeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi lanadelryan!   I am sorry the foundation that you purchased a couple of months ago is not working out for you. If the foundation has only been lightly used, you s... see post
Monikay
Does Sephora/ Sephora JCP price match the sale price online?
I wanted to grab the UD Pulp Fiction palette and for the sake of instant gratification, I'm planning on buying it at the nearest Sephora that has it in stock, at JCP. Do they price match the sale price online of $16?
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notcreative
HALL OF FAMER notcreative / HALL OF FAMER HALL OF FAMER / replied
I noticed the same thing.  A lot of the items that have been in the sale section forever online are sold for much cheaper at SiJCP.  They are in charge of their own pric... see post