Samples not received

[KaylenN]

Hello, I've noticed that this is a recurring issue, I've just placed an order online and didn't receive my free samples. Can someone please guide me through next steps?

[aaa888tyuueu]

I have the same issue every time I order online, I never get any of the samples I select, this time I only got the empty box and not the sample. It is disappointing. 

[izzydoj]

This always happens to me or my samples come damaged or different than the ones selected! Its so sad Sephora stopped doing in store samples 😭

[keelybt]

@KaylenN You do need to make the update on a mobile or web browser. You can't update your settings through the app. Alternatively, you can contact us by phone or live chat. 

[KaylenN]

I am on a PC - what updates would that entail?

[keelybt]

@KaylenN You should be able to update your settings through your desktop browser by going to the gear icon and then selecting preferences and then private messenger. 

[keelybt]

@KaylenN I'm not able to reply to your PM, as they are not enabled on your side. You can adjust your account settings (the gear icon) on a desktop or mobile web browser.

[KaylenN]

Hi, I am reviewing my settings in the gear icon but I can't seem to see where I can make it so I can enable messages...on my end it looks like everything is already enabled

[keelybt]

@KaylenN 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 through our live chat for assistance> https://www.sephora.com/beauty/customer-service