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Post in Customer Support

Account locked for no reason

I placed an order on June 24, I received confirmation and a pending charge was added to my account. It said it would be delivered by June 28, today I called because I hadn’t received shipping information and tomorrow was the estimated delivery. Apparently my account had been locked and my order cancelled without me knowing. I called customer support and they couldn’t give me an answer other than issues with my account. After doing some research I think it’s because I used a different variation of me name. I’ve seen other threds about Sephora cancelling orders for people sharing accounts but this is NOT what happened. I have a preferred name and decided to use that. It’s also upsetting I was not even contacted about the cancellation, I had been relying on the order. 

Re: Account locked for no reason

Hi @lilymerc,


I will send you a private message.


Best Wishes,



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