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Customer Support
Sephora's Customer Service team is available to assist you any time between 6am-10pm PST Monday-Friday, 8am-9pm Sat/Sun. Ask a question about your order, account information, store locations and more. You can also find Community guidelines and FAQs in this section.
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Samples
So... I just recieved an item that I bought on here.. I also picked out 3 samples that I did not recieve with it.... I'm so confused right now. My question is why have me pick out samples if I'm not gonna recieve them?
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Samples
As a VIB member, I'm pretty frustrated because I didn't receive any free samples in my last order. Why do you have me pick three samples at checkout? To let me down? I understand if certain things sel...
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play by sephora
I just joined play with s ephora and it won't let me update my profile is there a reason why?
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Re: play by sephora
Hi @chikahearts, I will send you a private message so that I can look into this for you. Thank you. Best Wishes, Janean
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Price Adjustments
Hello! I bought an item a few weeks ago and just saw it go on sale. I was wondering if Sephora gives price adjustments rather than having to return and reorder the item?
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Re: Price Adjustments
Hi @bbyjoie, I will send you a private message in regards to this. Thanks! Best Wishes, Janean
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Birthday Gift
Hey, can anyone let me know whether I have to be present to collect my birthday gift in-store? I'm considering sending a friend to get it for me.
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Re: Birthday Gift
Hi @Sio25. You will most likely will have to pick it up. I suggest calling the store to see if they are able to accommodate you. Thank you. Best Wishes, Janean
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Need help changing birthday
Hi there, I used my friend's birthday at signup so she could have the gift, and haven't got the chance to change it to my actual birthday of February 3rd. Could you help updating my profile, or would I have to call customer service? Thanks lots!
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Re: Need help changing birthday
Hi @IriisH, I updated this for you just now. You may need to log out to refresh. Best, Mali
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Combining two Beauty Insider Accounts
Hi, I have one normal BI accounts and one VIB Insider account and I was hoping to combine the two so I can use both points because I really only use one account. Can you help me with this?
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Re: Combining two Beauty Insider Accounts
Hi @wKenzie, I will send you a private message so that I can help you with this. Thank you. Best Wishes, Janean
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No samples
My last online order came with no samples. Pretty disappointing, never had this problem before. I could have just gone to my local store for the product :/
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Re: No samples
Hi @vansanch, I am very sorry that you did not receive your samples. I will send you a private message so that I can help you with this. Thanks! Best Wishes, Janean
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Did not receive 3 free samples for 2 online orders
I received two orders today and neither included the 3 samples chosen and displayed in the order information.. I’ve had this happen a couple of times before, but when two orders come in late (took fiv...
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Re: Did not receive 3 free samples for 2 online orders
Hi @girlfriend25, Oh no! I'll send you a private message to assist you. Best, Mali
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Bug with the Sephora app.
Hi I currently have a problem with the app on my cellphone. I want to rewiew an item and the app wont stop closing. It says the app just stop working.
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Re: Bug with the Sephora app.
Hi all, Sorry for the trouble! I will report the issues. Please make sure you have the latest app version and your device updates are current. Thanks! -Mali
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Also, when I want to write a rewiew or read rewiews it is...
Also, when I want to write a rewiew or read rewiews it is always say REFINE and it immediatly shuting down or I'm not able to read or write the rewiew...
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Re: Bug with the Sephora app.
The app is so glitchy to scroll through, and it just shuts down. 
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@MaliBT my app is buggy also this past week
@MaliBT my app is buggy also this past week
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Re: @MaliBT my app is buggy also this past week
@GG84,    What type of device are you on and which version?   -Mali
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Re: @MaliBT my app is buggy also this past week
@MaliBT I'm on an Android and I have the newest version
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Re: @MaliBT my app is buggy also this past week
@GG84, I just spoke to another Mod who had the latest Android and she stated that she updated the Sephora app a couple days ago and it's working fine now! Do you have the latest Sephora update downloa...
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I have the lattest app version...
I have the lattest app version...
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keeps doing that with me too!
keeps doing that with me too!
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Same. Also when I tap on today's "The Daily", it keeps cl...
Same. Also when I tap on today's "The Daily", it keeps closing my app.
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Customer Service Help::My Box says Shipped however I have not received anything?
My Box says Shipped however I have not received my Play Box. when I look up the tracking information it says it is awaiting package? can someone assist me with this please
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Re: Customer Service Help::My Box says Shipped however I have not received anything?
Hi @Momoftwins1231, PLAY! by SEPHORA boxes typically will arrive within a three to five business day time frame around the 20th of every month. Please send me a private message with your email address...
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Are there any plans to update the app for the iPhone X?
The latest version only supports Touch ID, no Face ID support. 
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Re: Are there any plans to update the app for the iPhone X?
Hi @caoillanm, We don't have specifics at this time. Please stay tuned in your app store for Sephora app updates. Thanks! Best, Mali
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Rewards are Junk
Same old 💩 everyday -- day -- after -- day -- week -- after -- week -- on the "Rewards" page! And, why doesn't VIB ROUGE have their own Rewards page, with better things to choose from? I still see no worthy benefits of being ROUGE.
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Re: Rewards are Junk
Hi @queenofglam, Thank you for your feedback! I will share this with the appropriate teams. Best, Mali
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Sephora in France
Hello there, I am traveling to Paris in February, and my only question here is that do my points count in there as well? Do I have the ability to add points as I shop in another country than USA and online?
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Re: Sephora in France
Hi @GlowOfKim, Sephora Loyalty Programs differ from country to country. Purchases in other countries would not count towards your Beauty Bank and your Year to Date Spend under your Beauty Insider acco...
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missing samples
I received a recent online order and was looking forward to trying a new product. I understand some may be out of stock but i didn't receive any samples. I have emailed customer support but i only get...
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Re: missing samples
Hi @sarah6113, I'll send you a private message to assist you. Best, Mali
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VIB monthly gifts
I qualified for VIB in December and haven’t been getting my emails for monthly gifts. I keep hearing that people are supposed to get emails. My email settings show that I should be getting emails. Is that normal?
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Re: VIB monthly gifts
Hi @iamnotjillian, Thank you for your feedback! I will share this with the BI Teams. Please continue to stay tuned via email for updates. Best, Mali
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Flash Shipping...?
I have flash 2 day shipping...except i NEVER get my products on time. Most of the time, it says "delivered" on the 2 day mark...and then actually arrives 3 days later which would be 5 day shipping. I ...
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