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201,074 Posts
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Missing samples
I've had excellent experiences at Sephora for years, but the last two
orders I placed arrived entirely without samples. Respectfully, your
customers have come to expect these perks and without them wi...
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Re: Missing samples
Hi @eliotbn, I'm so sorry to hear you're missing samples! I'll be
sending you a private message shortly to assist. 🙂 Best Regards, ❤️
Raquel
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Someone know anything about this? Please help, thank you ❤️
I didn’t receive my receipt for my online order and I need to return a
product.. what can/should I do?
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Re: Someone know anything about this? Please help, thank you ❤️
Hi @svnteriv, I'm sorry to hear this! You're able to return or exchange
an item you've purchased online within 60 days (30 days in Canada) of
the original purchase date. Since you do not have a receip...
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Sephora package help?
Hi, Ever since I've hit rouge I've been ordering a lot of stuff online
however my last 5 packages had no samples in it (which is basically the
only reason I shop at Sephora lol) but I never complained...
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Re: Sephora package help?
Hi @Theycallmekarma, I'm sorry to hear you're missing samples! I'll be
sending you a private message shortly to assist. 🙂 Best Regards, ❤️
Raquel
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VIB Qualification
I qualified for VIB Dec. 30th 2016. I never got any welcome kit with my
order or at the store. I just got an email yesterday January 20th 2018
with a code for 10% off and a code for free shipping. It ...
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Re: VIB Qualification
Hi @Jragon, Congratulations for becoming VIB status! Do you mean you
qualified for VIB in December 2017 instead of 2016? I'll be sending you
a private message shortly to assist. 🙂 Best Regards, ❤️ Raquel
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Combining store and online Insider accounts
Hi! I was wondering how I can go about combining my store and online
Insider accounts? Thank you!
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Re: Combining store and online Insider accounts
Hi @Empusa83, I'm sending you a PM to help 🙂 Always, Danee
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Re: Combining store and online Insider accounts
Hi, could you please help me combine my points too? I usually buy in
store. But I would like to see how many points I actually have online
too. Thank you.
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Re: Combining store and online Insider accounts
Hi TRCRUZ, I am sending you a message now to help!
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Points not showing up
I've made a few purchases in store over the past week, and have been
waiting for the points to show up on my phone (which was scanned in each
purchase).I'm very disappointed because it said on the app...
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Re: Points not showing up
Hi Lydija, It sounds like you may have two accounts! However, I am
sending you a message now to help.
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RE: Points not showing up
This happened to me once. To be honest all I did was sign off and
deactivated the app—after reinstalling my points showed up. I’m sorry if
my experience doesn’t help you. I hope you get your points.
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Wrong rewards points
When I go purchase an item at a store, they tell me I have a lot more
points than what is showing up on my Sephora app. How do I update my
number to show my VIB status and points?
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Re: Wrong rewards points
Hi iamdiamante, It sounds like you have two accounts! I am sending you a
message to help.
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New Beauty Insider
Hello-I recently made a purchase at sephora, I thought I had a Beauty
Insider account but didn't. I just created an account, can I add my most
recent purchase to my new account?Thanks!Taylor
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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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Re: Order difficulties
Hi @Anonymous, I'm sorry to hear about this experience! Due to customs
regulations, we are unable to include promotional items (or the Birthday
Gift) with international orders. We're working to change...
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Re: Order difficulties
Hey Sian!Thank you for your quick response. Most of my questions are
answered, thank you! I would love to add those three samples, but as I
said those can't ship to my country either because when I tr...
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Returns from a long time ago
I don’t wear foundation a lot, and I tend to rotate in and out of a
foundation and tinted moisturizer. A year ago I bought my ride or die
foundation, Giorgio Armani and I’ve been avoiding using it bec...
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RE: Returns from a long time ago
@chickmore, hi. Yes, absolutely the color of the foundation could’ve
turned. In which case you really can’t return it—you opened it,
used/tried it, but then let it sit and spoil away for a good long t...
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RE: Returns from a long time ago
@chickmore Sephora has a 60 day return policy. Since it’s a year old, it
may be expired. You should probably het shade matched and purchase
another one. If not, you can always mix it with another foundation to
match you as well.
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order still not shipped
Hello, I’m worried about my order #----------. I ordered it on 1/18 and
it doesn’t seem to have been shipped yet. Is there a problem? I
certainly hope it wasn’t cancelled because it is out of stock or...
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Re: order still not shipped
Hi @melooh, I'll take a look now and will send you a private message
with more information. Also, I've removed the order number from your
post for privacy and security purposes. 🙂 Thanks! - Laurie
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No points
I got a Naked pallete and I asked the girl if she could add the points
to my account, and she said yes. But she never asked for my name or
beauty insider card. And just said okay I’ve added the points...
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Double Points Not Received
Hello! I took advantage of the "Earn 2x the Points on Skincare Through
1/22" promotion by ordering something on Friday, but I only received the
standard amount of points. It's been over 24 hours, so I...
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Re: Double Points Not Received
Hi @aberrationofsel, I'm sorry to hear this! I'll take a look now and
will send you a private message to assist shortly. - Laurie
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How to return an online purchase to a store? Gift card purchase
Hi, I purchased an item online with a gift card and would like to return
it in store. How would I get refunded? Can I redeem it for store credit
or get another gift card in that amount? It doesn't spe...
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Re: How to return an online purchase to a store? Gift card purchase
Hi @Sjluv, I recommend contacting your local Sephora directly as they
will be able to provide you with the most up-to-date information
regarding this return process. Thank you! - Laurie
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Order partially shipped and items in progress?
I have FLASH 2 day shipping and I placed an order and only one thing
"partially shipped" and the other items are still "In progress." Does
this mean they're going to be cancelled? According to the website (ha)
they're still in stock right now
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Re: Order partially shipped and items in progress?
Hi @AnneSteph, Orders can be split into separate shipments if all of the
products are not available at the same distribution center. We do this
to ensure that you're able to receive your products, and...
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Birthday questions
Hello just wondering if I have the right birthday setup on my account
I’m not sure where to check.. but my birthday is feb 5 1996 if someone
can update it or let me know anything that would be great.. thanks🤩
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Re: Birthday questions
Hi @Anonymous, I'll take a look at your birthday now and will send you a
private message to confirm. Thank you! - Laurie
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Got a surprise gift
Hi, my now ex just sended me a gift and he ordered it to surprise me,
but I don't want it and I want him to get his money back, what should I
do once I receive it ?
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Re: Got a surprise gift
Hi @Meli1234, You are welcome to refuse the package upon delivery, and
it will be marked return to sender. Once it is returned to our
warehouse, the purchaser will receive a refund. Alternatively, you...
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