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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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Didn’t receive my 3 samples
Purchased for the first time online and was greatly anticipating my first 3 free samples...but they weren’t included in my shipment.
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Re: Didn’t receive my 3 samples
Hi @AbbyKat80, I'm sorry to hear this! I'll be sending you a PM shortly to assist. Best Regards, <3 Raquel
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Re: Didn’t receive my 3 samples
I just got an order today and also didn't get the free samples. A bit bummed since I was dying to try Fresh and Drunk Elephant - two brands I can't afford to buy before sampling!
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Re: Didn’t receive my 3 samples
I contacted customer service and they added 100 points to my account in place of the free samples.
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RE: Didn’t receive my 3 samples
Same thing happened to me last month. I contacted customer service and they apologized and added points to my account.
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Apple Pay charged me but Sephora did not confirm/receive my order
I used Apple Pay to pay for my order on my Sephora app. The transaction went through, shown on my transaction history, and as a result; money was taken out from my bank account balance. However, Sepho...
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Order difficulties
Hey Sehora!My name is Tessa and I am from the Netherlands. We don't have Sephora's in the Netherlands, so when I found out I could order online I got super excited! I do have some diffuculties I wante...
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rouge gift
I was wondering if it were possible to get the gift for becoming a rouge member when you place an order online Thanks
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Returns
I went to sephora today to return some items, all of which i had the reciepts for. My oldest reciept was from october, my newest being from november 18th. Mind you that is 62 days ago. I was told that...
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RE: Returns
@notoriousb You should call customer service. You say you’re Rouge but it shows you’re an Insider by your screen name. Maybe it’s a glitch.
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I CAN READ ENTIRE POSTS ON THE APP!!!
Yay!!!! Thanks for hearing our frustrations and fixing the “read more” bug! I can read entire posts and replies! I used to have to switch frommy app to Safari to read entire comments or just jump on m...
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Out of stock
When will the kat von d single contour refill in the taupe color be back in stock??
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Out of stock/ kat von d contour palette
When will this be back in stock??? Also wondering about the refills for this pallete, specifically the taupe one.
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Play box items revealed on app before I get my box...
Two months in a row I have not, yet received my Play box and Sephora sends me the ‘see what’s in your box’ email on the Sephora App. Why?? And what am I receiving my box so late in the month? (Box hasn’t shipped, yet)
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Re: Play box items revealed on app before I get my box...
Hello @Heatherlog, Thanks for reaching out via the community. Can you please clarify what email you are referring to? We do send emails with previews of what will be in your box to hopefully create ex...
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RE: Re: Play box items revealed on app before I get my box...
That’s not the email.... This is
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frustrated
I'm super frustrated. I ordered the play box on January 6th and was told by a MOD that I ordered just in time to receive the January box. I hadn't gotten a notification on shipping so I posted asking ...
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Return without packaging???
So, I just bought a highlighter from cover fx and I do not really like it for a variety of reasons. I would like to return it but I do not have the receipt or box. Can I return it with my insider card and without a box?
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Missing Order- Customer Service Refuses to do Anything!!
My order was delievered to a completely different address than what was specified as my shipping address and customer service refuses to do anything but tell me to travel there and try to get the pack...
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Re: Missing Order- Customer Service Refuses to do Anything!!
Hello @sephoraaaaa,   I'll PM you shortly to assist.
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Re: Missing Order- Customer Service Refuses to do Anything!!
Sephora is refunding me, thank you for your help. 
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Missing Samples in last FOUR orders.
The last four orders I have made I have not received ANY samples. Not even a replacement sample, if the sample item I selected is no longer available. This is starting to happen more and more frequent...
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Missing Samples in last FOUR orders.
The sad part about this is it just started happening in the last few months. If this shows what direction their customer service is going, it is bad business. They don't give samples out of the goodne...
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RE: Missing Samples in last FOUR orders.
PREACH!!! SOOOOOOOO TRUE! I 100% agree. I’m also a rouge, I am not looking for handouts - I am sampling to scout out a new PURCHASE. Clearly, my account shows I purchase on the regular!!! The fact tha...
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RE: Missing Samples in last FOUR orders.
This has happened to me too! On a Christmas gift order i made!
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I didn't either for 2 orders, kinda pissed me off
I didn't either for 2 orders, kinda pissed me off
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omg yes same
omg yes same
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RE: Missing Samples in last FOUR orders.
Clearly this is a widespread problem... if Sephora doesn’t have the samples don’t OFFER them. It is also ridiculous that no moderator has bothered to even reply.
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RE: Missing Samples in last FOUR orders.
I came here solely to see if this was happening to anyone else. I see now that I’m not the only one. I don’t understand why it is so hard to remove a product online of it is no longer available rather...
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Re: Missing Samples in last FOUR orders.
Last three orders for me. What is happening? I’ve been a loyal customer for years and did not have issues until the last several months. If they are not offering samples, they need to stop advertising...
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Re: Missing Samples in last FOUR orders.
I feel ya, I haven’t gotten my samples in my last two orders, and even worse the promo I ordered for didn’t get put in the box either
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RE: Missing Samples in last FOUR orders.
No response from a moderator?? Isn’t this group called “customer support”? Sephora once again - DISAPPOINTS.
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RE: Missing Samples in last FOUR orders.
I ordered certain sample with my order and I got diferent samples from the ones I picked. So weird
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Play by sephora
So I just subscribed to play by Sephora I'm just wondering if I'll gonna get Januarys box
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change the language
hello I would like to know if it is possible to change the language on the application sephora ..? thank you (:
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Hydration Event gone wrong
Hello, I was quite disappointed in today’s Hydration Event that took place at Sephora inside JCP. On Thursday I was at the store and I saw an ad for this event. The manager confirmed that they will be...
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Re: Hydration Event gone wrong
Hello @katkapivarci, Sorry for any disappointment caused by this event. We'd be happy to share you feedback with our Retail Division as a learning experience. If you can, please private message me wit...
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RE: Hydrates Event gone wrong
I want to hear the answer to this- has happened to me before!
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Beauty Inside Card number
Hi, I've lost my beauty insider card and now I need the number to get my status matched with Australia's sephora member status but they need the number as they cannot scan the barcode from my iphone w...
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