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201,125 Posts
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Missing item from my order
Hi, I'm missing an item in my recent order - the Watermelon Glo Mask
from the Daring Destination Beauty Sample. Can I get one sent to me?
Thanks
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Re: Missing item from my order
Hi @TheCalicoCat I'm sorry to hear that! I will look into this for you
and send you a PM with more information.
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In-Store samples question
I was at my local Sephora, browsing perfumes, when I saw paper strips in
little jars. The Sephora rep (who was covering a shift or something, I
know she is usually in skincare) offered me a sample, bu...
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Re: In-Store samples question
Hi @ImChristina! It sounds like she may have been unfamiliar with
fragrance sampling. Our policy has not changed! You can still request a
sample of a fragrance. I would recommend reaching out to a dif...
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Re: In-Store samples question
Thanks @kevinbt! I'll try that next time, thanks for the idea! I'm sorry
I replied so late, I've been preparing Halloween stuffs. Thanks again
for your help ❤️
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Missing Item from Order
Hi, I received a shipment today and one of the two items I ordered was
not included in the box, even though it is listed on the invoice. Is it
possibly coming in a second shipment or was it omitted by mistake?
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Re: Missing Item from Order
Hi @Mikkim78, I'm sorry to hear that! Can you please send me a private
message confirming your order number and the name of the missing item?
I'll be happy to help. 🙂 Best regards, Laurie
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package did not arrive
Hello,I did not receive my Play box this month. Could you check the
status of the delivery, or the address that it is being posted to
please?Many thanks,Vanessa
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Re: package did not arrive
Hi @Anonymous, I'll look into your Play! order, and I'll send you a
private message to help shortly. 🙂 Best regards, Laurie
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Cancel Order
Hi Guys, My order is "In Progress" May I cancel my order? and how can I
do that? Please help!
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Re: Cancel Order
Hi @macatung101 I see that you have been assisted with this by email. If
you have any additional questions, please send me a PM.
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Received wrong item
Hello - I had placed an order on 10/16 for the Drunk Elephant Inspector
Drunk Night Kit and redeemed the promo for the Darjng Destination Sample
bag. Unfortunately, when I opened my box I had actually...
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Re: Received wrong item
Hi @LeeshaWaffles, sorry to hear that! I will PM you in a moment for
more information.
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Delivery problem
My package tracking says that it was delivered yesterday. It was not.
Sephora staff, please help me solve this.
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Re: Delivery problem
Hi @Argentavis, I'm sorry to hear this! I'll take a look at your order,
and I'll send you a private message to help in a few minutes. Warm
regards, Laurie
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Re: Weekly Wow 10/25
Will the dr jart peel be out of stock on Friday when the Rouge sale
starts? I'm debating whether I should grab it on Thursday or wait until
Friday.
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Re: Weekly Wow 10/25
Hi @ZiYuH, This post has been moved to the Customer Support group.
Unfortunately, we're unable to anticipate the availability of items at
future dates, and I'm sorry for any inconvenience this may cause. Warm
regards, Laurie
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Broken Product / Damaged
Hey there, I ordered the metal matte mini eyeshadows palette as a gift,
but I just opened it as it was dropped off at my home and I checked to
make sure and the palette has one of the shadows shattere...
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Re: Broken Product / Damaged
Hi @blvcktied, I'm very sorry that you received the palette damaged! I'm
going to send you a PM shorty for assistance! Best, Steph S.
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Re: how do i link my online account to a physical card i got in store?
Hi @Anonymous, I'll be happy to link your Beauty Insider card for you!
I'm going to send you a PM shortly for assistance. Best, Steph
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Sephora return
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Re: Sephora return
Hi @Anonymous I'm sorry for the confusion with your return. I will send
you a PM with more information.
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Re: Sephora return
Hi @Anonymous, Your best bet would be to reach out to Customer Service.
But can you clarify the problem you're having so we can best provide
some sort of response? You said that Sephora denied your re...
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RE: Re: Sephora return
I did reach out to them and all they’re doing is giving me copy and
paste answers. They say that they received my order out of the return
policy. Looks like i am out of store credit and my product itself. I had
no idea Sephora could be so fishy.
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Re: RE: Re: Sephora return
@Anonymous Did you keep the tracking number for your return and track
the package? Do you know how many days it took for it to arrive back to
Sephora? Or even how many days after your purchase that you sent it
back?
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RE: Re: RE: Re: Sephora return
I sent it before the 90 day time frame and i sent the actual package on
sep 27th and it arrived oct 11th. Thank you for helping me!
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Re: RE: Re: RE: Re: Sephora return
@Anonymous When did you purchase it? Also, this might make a difference
- are you in the US or Canada?
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Re: RE: Re: RE: Re: Sephora return
@Anonymous It's the date of your purchase, not the date when you
received your item that you starting counting from. Even if we use the
date it arrived (July 12th), then you're outside of the return t...
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Re: RE: Re: RE: Re: Sephora return
I see. I did not know that... thank you for taking your time to reply.
So does that mean that they’re allowed to keep my product?
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Re: RE: Re: RE: Re: Sephora return
@Anonymous in the policy @lachaton linked, it states if returned outside
the return window, you will not receive credit nor the product back.
It's not usual for companies to keep the item, they aren't...
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Want to buy online exclusives with store credit. Help!
Hi there! I mostly shop online and have returned items to the store past
their 30 days because I once sent back and item over 30 days via mail
and I had to call and talk to a few people to get the cre...
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Re: Want to buy online exclusives with store credit. Help!
Hi MadisonD18, Merchandise store credits are not able to be used online
and can only be redeemed in store. I'm sorry for the inconvenience.
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Unsuccessful Authorization Order
Hi, I have placed an order here on 21th October and I have recieved and
email confirmation and my card has been charged.But Today, I check my
track order and I could see the Status "Unsuccessful Autho...
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Re: Unsuccessful Authorization Order
Hi @Anonymous, I will send you a private message so that I can look into
this for you. Thanks! Best Wishes, Janean
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Re: Unsuccessful Authorization Order
Hi @JaneanBT,I'm trying to answer you but i have this error : "You have
reached the limit for number of private messages that you can send for
now. Please try again later."Just a little question, if i...
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Can't redeem gift card
I was making an order in the Sephora and I wanted to use a $50 Sephora
gift card. I tried to submit the payment but it gave me an error asking
to refresh the basket. I went back to my basket, refreshe...
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Re: Can't redeem gift card
Hi @Cecilia99, 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
Sephora Facebook Team
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