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201,101 Posts
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Gift card disappeared
I added a gift card to my payment methods in the app, I verified it the
balance of 50$, but I did not check out. I went to add something else to
my cart this morning, attempted to check out and the gi...
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Re: Gift card disappeared
I received a $50 gift card from a friend, and I scratched the card
myself, it was brand new, not opened or used. I added the balance to my
wallet, and it initially showed the correct $50. However, whe...
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Re: Gift card disappeared
Hi @trainovision, I'm sorry to hear this! The checkout area is not
designed to store gift card information for future use, and we cannot
guarantee the card information will be saved there. Currently, ...
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Re: Gift card disappeared
Oh wow, that's not good. I figured I could store the gift card, as that
is common practice on other retail websites. I replied to your DM, thank
you for looking into this for me.
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Re: Gift card disappeared
Did the get resolved for you? The site does in fact have an area to save
a gift card for future use alongside other payment methods. My stored
gift card disappeared.
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Re: Gift card disappeared
Did you find a solution to this? I am currently in the same situation,
and have lost the balence of 2-3 gift cards because of it.
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WRONG ADRESS
Hello so i live in azerbaijan so i order things from u using cargo
companies which have their own warehouses in DELAWARE before this order
i ordered it to willmington because that was the address for ...
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Re: WRONG ADRESS
@Zarnura Oh no! Please contact us by phone at 1-877-737-4672 or through
our live chat for assistance>
https://www.sephora.com/beauty/customer-service
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Re: card damaged
@BJReed2 I'm sorry to hear that! Please contact us by phone at
1-877-737-4672 or through our live chat for assistance>
https://www.sephora.com/beauty/customer-service
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Package shows delivered with photo but never received
Good afternoonA order is saying delivered with a photo of my front door
however the package has never been received. I have talked to neighbours
and searched my outside area etc and nothing
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Re: Package shows delivered with photo but never received
When i did online support they said they couldnt do anything for me at
atll. I dont even want the refund i simply want the products I ordered,.
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Re: Package shows delivered with photo but never received
@Dar39 I removed your order number from your comment as we don't allow
that information posted publicly. If you'd like me to take a second
look, please send me a private message with your order number...
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Re: Package shows delivered with photo but never received
@Dar39 I'm sorry to hear that! It looks like your private messages are
currently turned off. Please send me a private message with your order
number or you can contact us by phone at 1-877-737-4672 or...
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I got the wrong product in my online order
Ordered ascorbyl glucoside solution 12% and recieved organic cold
pressed rose hip seed oil, both by ordinary
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Re: I got the wrong product in my online order
@Sarahbout181 Oh no! It looks like your private messages are currently
turned off. Please send me a private message with your order number or
you can contact us by phone at 1-877-737-4672 or through o...
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Package Delivered to Incorrect Address (Please Help)
My order was delivered on 04/18/2026 to the wrong address. The delivery
photo from OnTrac shows that the package was dropped off at a door but
the address displayed in the photo is not my delivery add...
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Re: Package Delivered to Incorrect Address (Please Help)
@CheeeseK I'm sorry to hear that! If the dispute is currently active, we
would need to wait until it has been resolved before we'd be able to
further review.
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Customer Service Chat
I have an issue with my order and when I select the issue it directs me
to reach out to Customer Service. However, every time I try to initiate
a Chat, it isn’t even click-able. Why can’t I start a Chat to get
assistance?
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Re: Customer Service Chat
@BeekerLenn I'm sorry to hear that you are having trouble. Are you on a
browser or our app? You should be able to select live chat here:
https://www.sephora.com/beauty/customer-service If you are on a...
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Missing points
Hello, I'm missing points from the recent beauty challenge. I did the in
store fragrance quiz. How do l get the points? Karen
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Re: Missing points
@Freelancer47 I'm sorry to hear that! It looks like your private
messages are currently turned off. Please send me a private message with
your registered email address or you can contact us by phone a...
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Missing points
Hi, I made a purchase but I forgot to give my number. Could you help me
add the points to my account. Thanks! #missingpoints
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Re: Missing points
@yanbrito It looks like your private messages are currently turned off.
Please send me a private message with your registered email address and
picture of your receipt or you can contact us by phone a...
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Missing Beauty Insider points
Hello. I recently placed a BOIPIS order. I went in to the store to pick
up my order. However, on the Sephora app it still says "ready for
pickup" even though the order has been picked.
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Re: Missing Beauty Insider points
@SachiPannu I'm sorry for the delay! If it has been over 24 hours since
you picked up your order, please send me a private message with your
order number or you can contact us by phone at 1-877-737-46...
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Unauthorised Charge and Customer Service refusing help
May 7th an order was placed from my account and due to lack of Sephora's
account protection protocols, someone not only used my Sephora account
but also charged it to my credit card, since Sephora sav...
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Re: Unauthorised Charge and Customer Service refusing help
@Manjot81 I'm sorry to hear that! I have removed your order number from
your post as we do not allow that shared publicly. It looks like your
private messages are currently turned off. Please send me ...
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Changing username
I’m stuck as glowup 435 and I can’t figure out how to change it. When I
edit my bio it won’t let me change my username.
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Color IQ updates within the app
Why can’t we update our Color IQ with a previous one if we switch
between skin tones? That should be an updatable feature within the app
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Re: Color IQ updates within the app
Hi @CSTaylor, You can update your Color IQ number in the Sephora App! On
the upper left hand corner, under your name, there is drop down menu.
Click on Profile from the drop down menu. Once you get to...
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Re: Color IQ updates within the app
Hello! Is it just me or does the color IQ suck? I cannot update it and
it suggest the wrong colors all the time. I know they say there’s a drop
down menu, but there isn’t. And it seems like customers have complained
about this since 2016?!?!!
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RE: Re: Color IQ updates within the app
You cannot do it if it’s a color that you were previously. That’s the
issue I’m having
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Re: RE: Re: Color IQ updates within the app
Hi @CSTaylor, Sorry you're having trouble with this! We recommend making
your updates through a desktop browser, which will then update in your
app. To make these updates, search "Color IQ" within the...
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Re: RE: Re: Color IQ updates within the app
I have two different Color IQ saved to my profile as well, and I cannot
switch between the two options. My current default is set to 1Y08, and I
need my current default to be set to 4Y07. None of the ...
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Damaged product
Hello I made an order April 13th and I ordered the Dior mascara kit but
I opened it today and it’s clumpy and I weird texture. I had the mascara
before and tried it and it’s not suppose to be like tha...
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Re: Damaged product
@beautyamateur24 I'm sorry to hear that! It looks like your private
messages are currently turned off. Please send me a private message with
your order number or you can contact us by phone at 1-877-7...
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