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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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200,529 Posts

Re: How to link my beauty insider card to my online account?

@Anonymous, I am sending you a message now to link up your accounts!

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Why store credit can’t be used online

Feels like it’s so inconvenient that we can’t use store credit online. And that’s so bad if you wanna buy something online only or something sold out in the store but still available online. Why I nee...

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Re: Why store credit can’t be used online

Hi @Amberlll, I'm sorry for any inconvenience and thank you for reaching out with this feedback. Although store merchandise credit cannot be used as a payment method for online orders, it will never e...

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Wrong item shipped

SEPHORA COLLECTION - Gel Mask Hydrating & QuenchingI received the Sephora Gel makes in the mail with my paid order but I did not order it. Also the item that I did order BELIF - Winter Waterdrop Kitdid not arrive.

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Re: Wrong item shipped

Hi @Loops17, I'm so sorry to hear this. I will send you a private message to provide further assistance. Stay Gorgeous, Penelope

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delivered to sender???

What happened to my order placed back on November 13th? it is already Dec 19th. And in Dec. 3th it said delivered to sender? What does that mean?

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Re: delivered to sender???

Hi @Anonymous, Upon reviewing your order it looks like the carrier had an error with delivering your package due to address error. I will send you a PM to assist you shortly! Thank. -Helen

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Rouge Question about the Natasha Denona Tropic & purple blue palette - Susan Jolly

Hi,I had started a conversation in the Eyes group, regarding the Natasha Denona Tropic & Purple Blue Palette, I had a lot of things I planned to purchase by yesterday with the 20%, I had tried in the ...

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Re: Rouge Question about the Natasha Denona Tropic & purple blue palette - Susan Jolly

Hi @SuzieQJ, I'm sorry to hear this! Generally, per the Beauty Insider Community Guidelines, we ask that clients refrain from posting the same information across multiple Groups, however it does not a...

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Re: Rouge Question about the Natasha Denona Tropic & purple blue palette - Susan Jolly

Hi @LaurieBTThat isn’t really helpful. When I posted it, it said it was a success & then I did what I always do when I post, I went back out, then back in and it was there. This is the 2nd time that h...

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Re: Rouge Question about the Natasha Denona Tropic & purple blue palette - Susan Jolly

Hi @keelybt, & @JaneanBT,Hi I think the Mod who responded is offline now, can someone please help me with my above post?Thanks, SuzieQ

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Re: Rouge Question about the Natasha Denona Tropic & purple blue palette - Susan Jolly

@SuzieQJ We aren't able to locate another post and I apologize for the inconvenience. The Rouge hotline number is 1-855-55-ROUGE (1-855-557-6843).

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Re: Rouge Question about the Natasha Denona Tropic & purple blue palette - Susan Jolly

Thank You for the phone number. I’m not sure it matters, things seem to be so difficult so often.Thank You for your time.

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Sephora PLAY Box

My Sephora Play box says delivered but I didn't receive anything.

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Re: Sephora PLAY Box

Hi @Ahliasiv, I am very sorry about that! I will send you a private message so that I can help you with this. Thanks! Best Wishes, Janean

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missing cap.

Just received my play box and my treStique lip glaze is missing the lid 😞 . Can I possibly get sent another one? I am so sad. this is a beautiful color.

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missing cap.

nevermind I'm a dork lol that's the lid lol so sorry I posted this! I love it. lol

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Add Points

My mother in law purchased some items for my birthday as gifts. She had the cashier help her to find my account but was unable. She sent me a picture of her receipt so I can get the purchase added to ...

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Re: Add Points

Hi @anisusie, Sorry to hear they couldn't locate your account. Please send me a PM with the receipt and I will add the points onto your account. Thank you! -Helen

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RE: Add Points

YES!!! Call Customer Service. They can look it up and add your points!! ~Ames~

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samples not included in order

Hi, I received my order yesterday. The two free samples I had selected were not included.

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Re: samples not included in order

Hi @BellaMom11, I'm so sorry that your samples were not included in your order! I'll send you a private message to help shortly. Warm regards, Laurie

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HOW TO LINK MY BEAUTY INSIDER CARD TO MY ONLINE ACCOUNT?

I have a beauty insider card, but every time I purchased in store, the points cannot be added to my online account, so I wonder whether the card can be linked with my online account. actually, right n...

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Re: HOW TO LINK MY BEAUTY INSIDER CARD TO MY ONLINE ACCOUNT?

I'd like to link my card to my account, thanks!

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Re: HOW TO LINK MY BEAUTY INSIDER CARD TO MY ONLINE ACCOUNT?

Hi @Natigm! I can help. Please check your private message inbox here in a couple minutes. Thanks! Kevin

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Re: HOW TO LINK MY BEAUTY INSIDER CARD TO MY ONLINE ACCOUNT?

Hi @sfmbrian, I will send you a private message shortly to assist you with this! Best Regards, ❤️ Raquel

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Re: HOW TO LINK MY BEAUTY INSIDER CARD TO MY ONLINE ACCOUNT?

would love to be able to link my card to my online account as well, no option to do soo ! please help

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Re: HOW TO LINK MY BEAUTY INSIDER CARD TO MY ONLINE ACCOUNT?

Hi @Anonymous, I will send you a PM shortly to assist you with linking your accounts. Best, Rebecca

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Unsucceful Authorization

Hi, I've been trying to place an order and each time the order does not goes through, just says 'Unsucessful Authorization'. This has happened 3 times already (now I have no hope of getting an order b...

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Re: Unsucceful Authorization

Hi @RomanSP, I am sorry to hear this! I will send you a PM for further assistance. Best, Zakiya

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Play box

There was one item I wanted more than anything else. I was hoping bad it would be in my box. It was literally in almost every box except mine.

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Issue with my order - can a Mod please ping me?

I just received my most recent order 5-10 min ago and there is serious issue, I need help with. Could someone please ping me?

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Re: Issue with my order - can a Mod please ping me?

Hi @naturalooks15, I am sorry to hear this! I will send you a PM shortly. Best, Zakiya

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missing samples

in my last two orders at sephora.com I have not received my samples.

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Re: missing samples

Hi @MayV18, I am sorry to hear that you did not receive your samples. I will send you a PM for further assistance. Best, Zakiya

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Missing item and sample bag?

In my recent order there are 2 items missing, along with the special Strike a Pose sample bag. I usually just ignored if it's just a small sample missing, but this time is definitely a concern for me. Please help.

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Re: Missing item and sample bag?

Hi @Ryo94, I am sorry to hear that there are items missing from your order. I will send you a PM for further assistance. Best, Zakiya

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Broken Pallet

Hey, I ordered a Viseart Theory Eyeshadow Pallette in Cashmere this past Saturday. I just recieved it today through the mail and at least two of the colors are in pieces. What should I do? This small ...

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Re: Broken Pallet

Hi @CoastalGoddess, I will send you a private message so that I can assist you with this. Thanks! Best Wishes, Janean

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refund for sale price difference?

hi, I recently purchased a a product from sephora online. The item is now on sale. Can I be refunded the sale price difference? another option would be to return product and purchase again at the sale...

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