Spring Savings Event 2020 FAQs

[SephoraBIC]

Our Spring Savings Event is here, and every Beauty Insider member gets a discount! Don’t forget—the higher your Beauty Insider tier, the bigger the savings and the more time you have to shop, so keep reading for all the details.

What is your Spring Savings Event, and when is it?

Our Spring Savings Event is one of two seasonal savings events held each year where you (our Beauty Insider members) get a special discount just for being part of our loyalty program!

Rouge can shop early with their discount starting on Friday, April 17, while VIB can shop starting on Tuesday, April 21, and Insiders can shop starting on Thursday, April 23.

The higher the tier, the bigger the savings and the more time you have to shop:

Rouge members ($1,000 spent per year) get 20% off, VIB members ($350 spent per year) get 15% off, and Insiders (free to join!) get 10% off.

Our Holiday Savings Event will take place later this year, so stay tuned for more information!

Rouge: We wanted to let you know that starting Friday, April 17, through Friday, May 1, you get first access to shop before everyone else with your 20% off (that means you’re getting our biggest discount of them all!). You can shop with your 20% off as many times as you like—just use code SPRINGSAVE online.

VIB: You get 15% off Tuesday, April 21, through Wednesday, April 29 —that’s earlier than ever before! You can shop online as many times as you like. Just use code SPRINGSAVE online. 

Insiders: You get 10% off Thursday, April 23, through Monday, April 27. You can shop online as many times as you like. Just use code SPRINGSAVE online. 

Have more questions? We’ve got answers!

Will my Sephora shipment be delayed due to COVID-19?

All of our distribution centers (DCs) are currently open and processing online orders. During this time, we have implemented every safety and hygiene measure recommended by the CDC, as well as additional safeguards, to protect our employees and clients. These increased safety measures, and the space required by social distancing, mean we have less people than usual processing orders at once, which has an impact on our delivery times. With this in mind, we appreciate your continued patience if you experience a delay in your shipment. You can visit your account on Sephora.com or our app to check the status of your order at any time and find your expected delivery date under “Track Orders” then “View Details”. Thank you for your loyalty, and know that our teams are working as quickly and safely as possible to get your order to you.

When will my order ship? Why does the status remain “In Progress”?

With our retail stores closed, and our current Spring Savings Event, we are processing a higher volume of online orders than normal, resulting in order processing delays. The safety of our distribution center employees and our clients is our top priority, and the workforce safety precautions we have implemented at all our facilities allow for fewer people than usual to process orders at one time. Please allow a few additional days from the posted delivery date to allow for processing and carrier delays. You will receive an email if the delivery date is updated, as well as email confirmation once your order ships. If your order has been split into multiple shipments, you will receive additional shipment confirmation emails as the items continue to ship.

An item that I ordered is now out of stock and my order has not shipped. Will I receive the item?

By placing your order, you’ve successfully reserved the item so that it will be added to your order when it is processed. Items go out of stock online once all inventory for that item is allocated to placed orders. 

The authorization on my method of payment has fallen off and I haven’t been charged yet, but my order also hasn’t shipped.  Will my order still be shipped to me?

Yes, your order will still ship to you, and you will be charged when the order ships.  Authorizations remain on your account for different time periods, but even if the authorization falls off, your order will still ship.

Why can’t I view the order I just placed in my Recent Orders?

Orders will not be found in your Order History if you did not login to your Beauty Insider account or if you used Guest Checkout. If you received an order confirmation email, your order has been placed. Once the order ships, you will receive an additional shipping confirmation email.

I placed an order and I am seeing multiple authorizations on my method of payment, does this mean I have been charged multiple times?

You are likely seeing multiple authorizations and not charges. You will only be charged one time once the item ships.

How do I cancel my order?

After you place your order in the US, you have 1-2 hours to cancel if you have Flash shipping; you have 12 hours to cancel if you do not have Flash shipping. If you place your order in Canada with standard shipping, you will have 6 hours to cancel. If you’re still within the given timeframe, go to your order details and click “Cancel Your Order.” You can access this page by clicking “Order Details” on this link or – if you know your order number - simply add your order number to the end of this URL sephora.com/profile/orderdetail/[insert your order number]

Will I receive the exact samples I selected at checkout? 

Due to the high volume of orders being placed, our samples are going out of stock faster than usual. Our distribution centers are doing their best to fulfill the requested samples for each order. If the samples you selected go out of stock, you may receive different samples. We appreciate your understanding.

What if I want to speak to Customer Service about my order?

We are currently experiencing higher than expected call volumes. If these FAQs do not answer your question, please hit "Reply" below and leave a comment on this thread with your question. Sephora's Customer Service team will be monitoring all questions on this thread.

I would usually ask a Sephora Beauty Adviser what to buy for the Spring Savings Event. Where can I get shopping advice as I build my basket? 

There's a thread for that! Please visit this post to get advice from unbiased Sephora shoppers who can help you decide what to pick up during the sale.

Where can I shop?

You can shop online, applicable for the US and Canada only. For the health and safety of our clients, employees, and communities, all Sephora stores are closed following guidance from public health authorities.

How many times can I use my discount?

As many times you’d like! Our Spring Savings Event discount is unlimited use online—just use code SPRINGSAVE.

Speaking of which, what’s my online code again?

Regardless of which tier you are, your code is SPRINGSAVE.

Can I combine this promotion with other offers or promotions?

You can combine this promotion with our FREESHIP promotion. The FREESHIP promotion gives everyone free standard shipping with no spend threshold. This promotion cannot be used in conjunction with any other offers or rewards. Rouge clients always qualify for free shipping.

Can I combine my Rouge Reward, my Credit Card Reward, or my Credit Card first purchase discount with the Spring Savings Event discount?

You will not be able to combine the Spring Savings Event discount with Rouge Reward, Credit Card Rewards, or Credit Card first purchase discount. Credit Card Rewards are available in the US only.

I am a Credit Card holder and have a 15% first purchase discount. Can I save that for later and use the Spring Savings Event discount now?

Yes. You can choose to use your Spring Savings Event discount now and save your Credit Card 15% off first purchase discount for later, but don’t forget to use your credit card 15% off promotion within 30 days of being approved.  And, you will still earn 4% back on your Spring Savings Event purchase when you use either your Sephora Credit Card or Sephora Visa card to make your Sephora purchase!

Where is the promotion valid?

Valid on merchandise purchases made on sephora.com and sephora.ca only. Offer not valid on jcp.com.

Are there any exclusions?

Promotion is not valid on The Ordinary and MAC Cosmetics VIVA GLAM products. Clients are limited to the purchase of one dyson item and five Morphe items per SKU per transaction. Not valid on in-store services, previous purchases, purchases of gift cards or eGift Cards, FLASH, PLAY! by SEPHORA, gift wrapping, packaging, taxes, or shipping and handling charges.

What else do I need to know?

Return of discounted merchandise will be for the price actually paid. Sephora is not responsible for damaged, lost, or stolen offer materials or barcodes. Offer has no cash value and may not be altered, sold, bartered, or transferred. Applicable Beauty Insider status must be attained prior to redemption. No minimum purchase required. Due to heavy demand, Sephora FLASH delivery times cannot be guaranteed for this offer. Sephora and JCPenney employees are not eligible for these offers. Sephora may modify or cancel offer at any time.

Are there only going to be two seasonal savings events this year?

Our Beauty Insider program is offering one Spring and one Holiday seasonal savings event this year. We like to reward our clients with extra savings, so keep an eye on Community and sign up for our emails so you get the latest news on our upcoming savings opportunities.

I received a piece of communication that states different Spring Savings Event dates, what are the true dates?

We’ve extended the dates for Rouge and VIB, while Insider dates are the same. Rouge will be able to shop April 17 through May 1, VIB will be able to shop April 21 through April 29, and Insiders will be able to shop April 23 through April 27.

Did we miss one of your questions in the FAQs? If so, please hit "Reply" and leave a comment with your question.

[scgraf]

I ordered April 19th, the order says it is still in progress and one item is now out of stock. The item wasn't out of stock when I ordered and is presumably now holding up the order. I've emailed support but can't seem to get an answer on when/if my order will ship. 10 days to ship one item is ridiculous. As a Rouge member I'd expect better service than this. 

[keelybt]

@scgraf If we are unable to fulfill your order completely, you will be notified by email. Otherwise, you can expect to receive all of your items. I'll be happy to take a look at your order and will send you a PM. 

[Crisnwonderland]

Is almost 10 days I placed my order and it had not been shipped yet. It just shows in progress, what's the matter? I wanted to place an additional order but I won't. If there is a problem with shipping then why to do a spring savings event on the first place?

[LaurieBT]

Hi @Crisnwonderland,

I will send you a message shortly to assist. Thank you!

Best regards,

Laurie 

[istalista]

I paid for express shipping despite having Rouge benefits; every time I check on the status of the package it goes from "Driver started route" to "Could not attempt". I live in a residential area in a house and have received other packages no problem. It has been 2 days of this and I'm starting to get frustrated, combined with the fact that the tracking number issued doesn't seem to be associated with any post delivery service...

$175 dollars later...I'm wondering where my stuff is....

[LaurieBT]

Hi @istalista,

I'll take a look further and I'll send you a private message shortly.

Best regards,

Laurie 

[nansyao]

I have ordered 7-8 items on April 21, It estimated will be arrive on May1, but until now not even one item ship yet, I haven’t get any shipping information also, can anyone tell me how long do I have to wait? I need to relocate to another country on may 8, I can’t keep waiting with no information! Please don’t keep saying that no idea when will be ship, only reply soon..... is very disappointed, if you can’t ship for the customer, Sephora should not doing the saving event, is unfair to the customer. And please notice this is not the shipping company problems, this is Sephora problems.

[saramarwan]

Did you receive your order?? Just to know if I will receive my order too

[DaneeBT]

Hi @nansyao,

To ensure the safety of our distribution center employees, we have implemented certain safeguards that are contributing to current order delays. I will be happy to take a look at your orders. I will send you a PM in just a moment!

Always,

Danee

[makeup2luv]

Having trouble with my order and a random reversal of payment from sephora. There's no notices in my email of any cancelled orders. The order was processed on 4/21... Pretty disappointed...

[DaneeBT]

Hi @makeup2luv!

I'm going to look into this for you then send you a PM with more information.

Always,
Danee

[hscime]

So... I made my order on April 21st and Sephora took my payment and I received the confirmation emails for both my orders. When I check the app each day there is no update - just order in progress. Now today I check my bank account and Sephora reversed the charges with no contact as to why. So, I go back online to reorder so I don’t miss out on the VIB 15% discount and low and behold (!) the item from one of my orders is no longer available! It was in stock when I ordered on April 21st Sephora. Looks like this is happening to A LOT of customers. Sephora, you should give customers (who have confirmation emails) the Spring Sale discount again when their now ‘out of stock’ items come back in again! Would appreciate a followup please! 

[hscime]

Anyone from Sephora customer service have an update or reason for the payment reversals and/or unchanging ‘order in progress’ status?

[DaneeBT]

Hi @hscime, I'm so sorry for your order experience! I'll look into this then send you a PM!

Always,
Danee

[Mimi943]

@DaneeBT Can you give a public response for reversal of payments? The same thing happened to me and its unclear if I need to replace the order or if I will just be charged again when it is shipped. This is ridiculous and a problem many are facing. 

[keelybt]

@Mimi943 Sorry for the confusion! The initial pending authorization may drop off due to the delay, but you will see the charge once your order ships. If an order were to be cancelled, you would receive an email notification. 

[hscime]

Hi there. Jumping in on my message thread... with all due respect @keelybtorders are being charged (I have confirmation from my financial institution) to my credit card on the same day as my orders with an immediate email notification confirming each order. There hasn’t been any ‘orders shipped’ email notifications for a few weeks now (based on the messages posted to this specific board). App and online only stated ‘order in progress’. Also, I and others have not received emails that orders are cancelled - some just have refunds randomly appearing a week later with no explanation. 

[Pinedemort]

Hello, I placed an order on 4/17. Estimated delivery date is tomorrow 4/29 but it doesn't show that my order has been processed at all. No update since order confirmation either. Could someone please help? Thank you.

[JaneanBT]

Hi @Pinedemort,

I will send you a private message so I can assist you with this. Thanks! 

Best Wishes,

Janean

[Melly514]

I placed an order on 4/19 and have yet to receive a tracking number for my package. My delivery date is 5/1, and I haven't been charged yet either. Is there any update on delivery times, I ordered for as a present and now it's not looking like anything will arrive on time 😞 

[Melly514]

I placed an order on 4/19 and have yet to receive a tracking number for my package. My delivery date is 5/1, and I haven't been charged yet either. Is there any update on delivery times, I ordered for as a present and now it's not looking like anything will arrive on time 😞 

[JaneanBT]

Hi @Melly514,

I will send you a private message. Thanks! 

Best Wishes,

Janean