[Updated 5/26/20] Spring 2020 BI Relaunch FAQs

[SephoraBIC]

I remember seeing an email stating the program will launch on 4/30?  Why are you launching later?

Given the impacts of the COVID-19 pandemic on our operations, we will now be launching our new Beauty Insider benefits on May 29. The new launch date will not affect the changes we are making to the program and we are excited to make these new benefits available to you soon. We know this delay is not ideal, and we appreciate your understanding as we continue to navigate these extraordinary circumstances. More information about new benefits and changes to the program is included below.

How will the Beauty Insider program evolve this year? What changes should we expect?

On May 29^th, we’re bringing all Beauty Insiders more access to savings, more premium sampling choices than ever and once it is safe, we will bring you new, and unique brand experiences such as meet and greets, trips and more! Members will also now be able to apply points for money off their purchases with Beauty Insider Cash and gain access to new promotions and brand launches. The updates to the program underscore our ongoing commitment to offer more value and more choice for our clients. For more information, check out the Beauty Insider website here: https://www.sephora.com/beauty/beauty-insider-program

How does Beauty Insider Cash work?

All members can now redeem 500 points for $10 off their purchase, in-store and online. To redeem, Beauty Insider members need to have at least 500 points in their current point bank, and their purchase must be $10 or greater. Please visit sephora.com/beauty/terms-conditions-beauty-insider for all qualifications and exclusions.

Where can I find Beauty Insider Cash? How do I redeem?

Beauty Insider Cash can be redeemed at checkout, both in-store and online. If you forget to select Beauty Insider Cash at checkout, you will have an additional opportunity when finalizing your payment method.

Can I redeem Beauty Insider Cash multiple times within a transaction?

Members can redeem Beauty Insider Cash, 500 points for $10 off a purchase, once per transaction on qualifying purchases. Purchases must be $10 or greater.

Can I use Beauty Insider Cash with other rewards and promotions when I am shopping?

Yes, Beauty Insider Cash can be redeemed along with other rewards in the Rewards Bazaar, if you have enough points in your beauty bank. Promotions and Rewards that can be used in conjunction with Beauty Insider Cash include sample promos, credit card rewards, Rouge Reward and temporary product discounts like “oh snap”.  

If I return an item that I used Beauty Insider Cash to buy, will I be refunded for the cash/points?

Beauty Insider Cash applied to your purchase is non-refundable. If you choose to return an item where you redeemed a Beauty Insider Cash Reward, you will be refunded for the price paid after applying the $10 discount.

Can I apply Beauty Insider Cash toward an in-store makeup service?

For the health and safety of our clients and employees, we are not offering services (makeovers, skincare treatments, application) at this time. We will continue to keep our community updated on when we can safely reintroduce these experiences, and once they resume, Beauty Insider Cash can be redeemed towards paid in-store services.  

I noticed I can redeem for Beauty Insider Cash right now, but the program doesn’t relaunch until 5/29. Can I redeem?

We released our Beauty Insider Cash technology earlier as a trial to identify any issues and ensure the program is ready for use by all Beauty Insiders on 5/29.  You may begin to redeem for this benefit if you are seeing it at checkout. As a reminder, to redeem Beauty Insider cash you will need 500 points in your Beauty Bank and your qualifying purchase must be $10 or greater.

How does Sephora’s Beauty Insider Cash compare to other retailers?

We know clients want access to instant savings when they earn points at Sephora and with the introduction of Beauty Insider Cash this will now be available.  We also know clients want to keep the rewards and experiences they love from Sephora, so we have increased the number of sampling choices and experiences. Sephora aims to deliver to our clients a more holistic program with a variety of rewards opportunities. These new benefits allow clients many ways to use their points.

Is Sephora ever going to offer higher cash rewards than $10 for more points like other retailers do?

With the launch of this new benefit, we have chosen to keep our Beauty Insider Cash benefit simple with a single denomination. As always, we will continue to consider all client feedback as we evolve the program in the future.  

I’m Rouge. Will I still have access to the Rouge Reward?

Yes, the Rouge Reward is still available to Rouge members, who can redeem 2,500 points for $100. Check the Rewards Bazaar every Tuesday and Thursday at 9AM PST, while supplies last.

Will I still get a Birthday Gift?

Yes! As the benefit our members love the most, the Birthday Gift will remain a key part of the Beauty Insider program. Members have even more options to choose from. 

How do the Points for Discount Events work?

We heard from our beauty community they wanted more value throughout the year and more ways to use their points. Twice a year we will give you the option to redeem your points for a percent off your purchase. This discount will be applied instantly at checkout when you make a purchase in-store or online.

Are the Spring and Holiday Savings still happening?

Seasonal Savings will continue to happen twice a year. During these events Rouge will receive 20% off, VIB 15% off and Insiders 10% off.

Is there a limit to how many Rewards I can redeem from Rewards Bazaar?

As a member, you are free to redeem points for Rewards if you have enough points in your Beauty Bank required for the Reward. All Rewards offered through the Rewards Bazaar are available on a first-come, first served basis, and are limited to one Reward per transaction. Find more information here: sephora.com/beauty/terms-conditions-beauty-insider.

Why did you retire the tiered celebration gift? Is anything replacing it?

We are continuing to evolve the Beauty Insider program to bring our members the benefits that matter most, including more savings, more sampling choices and more experiences. With the program change, clients no longer need to opt into their tier benefit choices and instead will have automatic access to more days on discount and better reward offerings.

What kinds of experiences will be offered in the Rewards Bazaar once social distancing policies are lifted?

We're going to continue to have one-of-a kind reward experiences in the future. We will update our Beauty Insider community when we have more details on what these experiences will be.

Will I still get the everyday, tier-based points multiplier? How can I accumulate points faster with these changes?

We will be introducing a new way for all members to earn points faster two times a year! During point multiplier events, Rouge will earn 4x the points when they shop, VIB will receive 3x the points and Insiders 2x the points. This new offering will allow you to plan your purchases to maximize the amount of points you earn. Outside of multiplier events, members will earn 1pt for $1 spent. The “everyday” multiplier will no longer be available for VIB and Rouge.

How can I use my points in the future?

As a member, you will now have access to more ways to use your points, including redeeming samples in-store or online in our Rewards Bazaar, applying your points to your purchase with Beauty Insider Cash, using your points to gain access to discounts, and so much more, throughout the year. Check the Rewards Bazaar every Tuesday and Thursday at 9AM PST to see what’s new!

Are points going to expire now?

Your points will not expire as long as you’re a Beauty Insider member with an active account.

What does an “active” account mean?

Beauty Insider accounts will become inactive if there has been no spending activity or rewards redemption for at least 12 months, or if the membership has been revoked.

What are the new sampling choices?

We will be bringing Beauty Insiders expanded, exclusive access to even more premium sampling choices, trial sets and birthday gifts so you can try out more products from the brands you love.

Are any benefits going away?

We are always looking for ways to improve and enhance the client experience based on what we hear from our clients. To offer more of the things our clients asked for – more access to savings, more sampling choices and new, unique experiences – we’ve retired some benefits that provided less value to our clients. To learn more specifics about our new benefits, go here: https://www.sephora.com/beauty/beauty-insider-program?

What tiers are eligible for free shipping?

While many of our stores remain closed, we are waiving standard shipping fees for all clients with no minimum purchase requirement. When stores reopen, all Beauty Insiders will have access to free shipping. Starting on May 29^th, Insiders will receive free standard shipping with a $50 minimum purchase and VIB members received free standard shipping with a $35 minimum purchase. Rouge members will still receive free standard shipping with no minimum purchase. Once you reach VIB or Rouge, the shipping benefit will automatically be applied to your purchase, no need to opt-in or select the benefit.

[trufflelover]

Same here! So Done with Sephora and they’re pathetic samples that they use to get you to buy products. Samples arrive and there’s barely enough product to even try. $10 for every $500 spent is insulting. I only buy things at Sephora good I cannot get at Ulta. 

[Heath77]

In my last order, I only received 1 sample even though I chose 2. When I called, I was given 25 points. The woman claimed that was the same as receiving $25 !?

[Sanday]

I often only get one sample or the wrong samples. Especially every time I choose shampoo and conditioner sets. They 90 % of the time are replaced by a foundation (the ones with hardly anything to sample) or perfume sample if replaced at all. I often wonder if the packers just take the best of samples? It doesnt make sense why they hardly ever get my samples right? Im going to start calling them. Ive been staying silent but after all the reductions in incentives. Im getting fed up with being treated like my money is just expected..

[Dublincalling]

As a fellow Canadian I agree with much of what you said. What really is upsetting is that there are no longer any additional points for Rouge status when you will purchase them after April 30 except at the so called special events. And of course we do not even get to keep the free makeovers or brow jobs in our birthday month. By the way did you know that Nordstrom’s will soon have a Canadian online shopping portal meaning that you will be able to purchase many brands carried by Sephora without the duties. You can sign up for the email to know when it will go live. In addition SDM is increasing their product catalogue to compete online and Holt Renfrew and the Bay are also adding many new items to their beauty offerings. There is a list in the Canadian forum of things we can get without expensive shipping or duties which bears looking at. Finally if you are in Toronto you will be lucky as Ulta is supposed to open there this year and they will also be increasing product lines. 

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@DuranieFan wrote:

At Christmas My Niece in Law, Niece and her Cousin were talking about these changes Sephora is making.  
The thought of using 500 points and saving $10.00 is insulting to those of Us who have been Loyal Customers for at least 10 years, if not longer.  For those of Us living here in Canada, We don't have the luxury of ordering things directly from the Brand itself without paying for Duty Taxes, etc. 
One GOOD thing has happened here.  I finally have the motivation to keep the goal I made in January.  That is to stop spending my money so frequently and foolishly just to keep my points.  
When I need something I will buy it, sale or no sale.  As with other Customers, I'd spend money at least once every other month, sometimes twice a month under the delusion "Hey I'm saving money here." when, yes, I was, but at the same time, to buy something I didn't need just to get it "on Sale" wasn't.
My Niece did say that she will "only buy from Ulta", unless they don't have what I need or use.  
I'm probably going to look into them again.  If they had the Brand(s)(which for out of courtesy I won't mention them by name) I use, I'd buy those items from Ulta.
Are these good ideas? Yes, they are.  What I think has many of Your Customers so upset is you used (until December 2019) have seasonal Sales where I got 20% off anything I bought.  From what I have read, it is now only happening twice a year.  Which is fine, but then if people need things and don't want to go shopping when the stores are crowded or order online, I think it is a wrong move.
I not saying anything bad about this or that I am cancelling my account as I've spent too much money to earn the points I have.
A little stumped for words here.  Realizing you do have to make money and can't constantly have sales every month, etc, it would be nice if you had kept your Seasonal sales.  Yet it is clear to Me that you are not. 
Will I continue to be a Sephora Customer?  Yes I will, but I will only be shopping if and when I need things.  I really hope you do have a sale in November to early December.  
This is so disappointing to many of Us, including Me.

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[Heath77]

I agree with you.  What is really disappointing is that Sephora took away the mini facials for everyone and free makeovers for rouge. I can understand restrictions due to abuse; but to cancel their services completely is so wrong!  It is no longer fun to be committed to Sephora to reach rouge status. So many benefits have been taken away!  I do not feel the loyalty I had to Sephora and will shop elsewhere.

[barblindner]

I agree I hate that free Make-ups were taken away. Shame on Sephora. I spent shee thousand a year. No exaggeration. Sephora has become no fun

[Sephora85Maven]

Here is my big question the twice multiplier events done a year will those happen during the two biggest sales of the year? I think this is very important! If the multiplier event isn't stacked with the sales events then stocking up to get those points doesn't some like a real value. I will forgo multiplier events for the 20% off sale I think the value would still be better considering what I can do with my points. 

[krystal09]

No it won't be stacked, the multiplier events will be a promo code, just like their regular sales.

[prttynpnk856]

I chose free shipping for my Tier celebration gift in November. Since I will get free shipping now, will I get points or anything extra?

[DaneeBT]

Hi @prttynpnk856,

I'll send you a PM to further assist you and provide you with more information!

Always,
Danee

[cpomponi]

Was wondering the same thing! Regret choosing free shipping now...

[ghjkpo]

Sephora, why not answer directly in the forum? Why do you have to DM people about your reply? This looks shady at best. I too, chose free shipping as my tier celebration gift and now, this is meaningless. Silly me, I made Rouge status yesterday. I was super excited for my tier celebration gift. Those new program “benefits” are insulting. 
From a Canadian customer.

[luxxiboston]

2 Day Flash Shipping was the main reason I remained Rouge. With everyone getting "standard" shipping free at some price point (that most of my products hit) and no faster shipping for rouge it's not worth it for me. I guess $10 off will help me use up my points but after that I'm unlikely to be motivated to stay Rouge or to try to shop at Sephora over other retailers. This is a customer service fail on Sephora's part, not that they care.

[samomal]

And not only did they take away flash, we don’t even get our orders in the 3 days it promises. So what is the benefit???!!!

[heyychillout]

Agreed! The shipping was a big deal! I was just about to purchase something to get my bday gift (I ended up getting the Milk one, which everyone can get, anyway...) and was checking out when I saw the shipping was just standard instead of flash 3 day... and now that I think about it, my last purchase from March 14th took around 2 weeks, as well. Did they already revoke the Rouge shipping benefit? I don’t usually shop in store so I never did any of the services; the only real “benefit” I had was the expedited shipping.

The 1.5 point multiplier would be a lot better if anything I wanted to try was actually in stock, ever. I feel like everything cool and new that I want runs out within an hour even when I check  the site right at noon. I’ve got 3,500+ points and my options are to redeem them for samples I don’t care for, or let them expire. I’m not great at math but I’m thinking even if a miracle occurs and I manage to to score a $100 credit for 2,500 points, I’m basically spending $1 to get $.06 back. With this new program it’ll be something like $.02 per $1. I guess I’ll just start ordering directly from the company so at least they get a bigger percentage of the sale. 

SUGGESTION: Please start a program to allow customers to use their points for samples that are then donated to homeless shelters. 

[SaritaGatita]

Been moving my purchases to other retailers and/or directly from brands over the last year since the Rouge status has been declining ... With these new changes, I’m ready to leave Sephora all together. I don’t need to keep buying some Sephora when I can buy all products (that aren’t Sephora brand, which I don’t like anyway) from other retailers or the brands directly. 500 points for $10 is insulting to my Sephora loyalty over the last decade. I can used 500 points at Ulta for almost double that amount. Sephora saying good by to Rouge points multiplier? No big deal, I can shop at the Detox Market and earn 5 points for every dollar spent, and then once I get to 1000 points, I can trade them in for $10 off. That’s a 5% return, more than double what Sephora is proposing. I’m over spending lots of money under the delusion that Sephora ‘gives it back’ and makes my loyalty ‘worth it.’ I’ll go some place that truly follows through in this.

[beauteeb]

I have been VIB Rouge every year for close to a decade. I calculated how much I spent and it was well over $1000/year. The program benefits enticed me to purchase often, almost every week. But with: restrictions redeeming Beauty Offers and Rewards Bazaar, only 2 samples per order, no more Rouge tier celebration gift, no more services, makeovers or classes, no more 1.5 points/$1 spend, price increases, blocked reviews, there is less incentive to spend so much money without the benefits. Redeeming 500 points for $10 off is only a 2% discount/$500 spent. Sephora has been my primary Beauty retailer, I loved this store, loved the classes and the Rouge status. I have been a loyal fan and customer for many years. The loyalty program has changed so much and is deterring continued increased spending.

[DiamondCowgirl]

I’m with you.  Not to mention going directly to vendor, they have more frequent discount events, many times 25% off, etc.  As a Rouge, unlike the other store,  you have to hope and pray to redeem for the $100 awRs.  And also unlike the other store, you’re restricted of using durning a sale.  

[shal]

So, I'm a little miffed as I renewed VIB status at the end of 2019, and - reluctantly - chose free $35 shipping as my tier celebration gift, when I much rather would have had the 500 points...

Now, only a few months later my "gift" will be worthless because it's automatic for all VIB members. Since I doubt Sephora didn't already know this change would happen, I feel a bit betrayed by an offer that was pretty much the only reason I bothered to renew VIB status. What a bummer. I've already moved away from Sephora for everything other than the Fragrance Favorites sets, so I may just give those up too and call it what it is - the end of an era.

[yummmy]

I felt the same too when I chose my VIB gift with the $35 free shipping. I felt like my celebration gift as a VIB was basically a waste. I'm not sure these new changes to the rewards is really worth it anymore. 

[Harobedb]

@shalYou should send a message to one of the BT reps. Someone else posted the same concern as you, and a BT rep said she'd get back to her. See if there's something they can do for you.