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201,187 Posts
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Displeased Customer
I am not happy at all about losing my points at the end of December. I
had something like 696 points. I had not used them because of the tester
type items that I was offered. They weren't appealing. I...
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Rouge Flash Shipping
As a rouge member I should be getting free 2 day shipping but my orders
never come in 2 days. What gives? I ordered something 1/17 and it just
came today 1/23. I also didn't receive any samples. There...
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Unsuccessful Authorization Order
hi, I'm trying to place an order via your website, using a prepaid
MasterCard (like a visa gift card), and whenever I click place order, it
says there's a problem with my information or something of t...
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Continuing to receive incorrect samples
Hi all, has anyone else had repeated issues with receiving the wrong
samples with your orders? This has become an increasing issue for me
over the last year. In my order today, I only received 1 corre...
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RE: Continuing to receive incorrect samples
Same thing happened to me! I just received my first Sephora order today.
First off, the promo I requested was cancelled with no replacement. I
tried to ask for a replacement, but got an auto “we can’t...
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Re: Continuing to receive incorrect samples
Hi @Anonymous, I sincerely apologize about this. We do substitute
samples when the samples you've originally selected go out of stock.
Please feel free to private message me if you have any questions. 🙂
Best Regards, ❤️ Raquel
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Unsuccessful Authorization
I have been already charge for my order but now it says that it have
been cancelled because Unsuccessful Authorization, what can i do??? Or
how do i fix this???
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did not recieve my 2x points on skin care? and also i thought I was recieveing points for january sneek peek. as it told me.
did not recieve my 2x points on skin care? and also i thought I was
recieveing points for january sneek peek. as it told me.
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Missing Samples
I didn't get the 3 samples chosen when I placed my order. I've read
others comment that Sephora is known for not including samples. Curious
why its an option to choose them at check out if they aren't going to be
included?
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Need to change birthday?
I chose a random date when i signed up but my actual birthday is Feb 14-
what should I do to change it?
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Shipping
The order of my shipping status says exception and I'm not sure what
this means. It was supposed to be delivered about a week ago.
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Deleting/editing a review.
Hello. I just need some assistance with deleting/editing the most recent
review I posted. I accidentally submitted before I was finished typing
and it was incomplete as a result. I don't believe it's ...
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Re: Deleting/editing a review.
Hi @HereticHime, I'd be happy to assist with deleting your review for
you. Are you referring to the review you made yesterday 01/21 for the
Kat Von D Tattoo Liner Trooper? When you have a chance, plea...
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Re: Deleting/editing a review.
@RaquelBTI'm actually looking at my review history right now and the
review in question (for a Marc Jacobs lipstick) still has not posted. It
may have been rejected anyways for being incomplete? If it...
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Re: Deleting/editing a review.
Hi @HereticHime, You're welcome! Please feel free to private message me
if you need assistance. Best Regards, ❤️ Raquel
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can i return something from mail to store that's not sold in store?
bought the too faced "white peach" palette and i'm disappointed with the
shades after lightly swatching them. however this product is not sold in
stores in 100 km from where i live, it's only online. ...
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Re: can i return something from mail to store that's not sold in store?
Hi @Meliths, You can return items you've purchased online in stores
within 60 days of the original purchase date (30 days in Canada) along
with proof of purchase. All of our store returns are at our s...
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Missing Samples from Consecutive Orders
I've just received three recent orders today and none of them had ANY
samples at all. When I look at my orders on my page, I can see that each
of my orders had three samples with each, and even if the...
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Re: Missing Samples from Consecutive Orders
Hi @Evuyen, I'm sorry to hear this! I'll be sending you a PM shortly to
assist. 🙂 Best Regards, ❤️ Raquel
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SHADE MATCH
I would like to know how I go about getting my code for the shade
Sephora matches me to in store. I’m a huge Sephora online shopper and I
would really like to purchase some foundations but I need to k...
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RE: SHADE MATCH
I’m sorry it says “add a color IQ number to your profile” then you can
type in a number.
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Re: RE: SHADE MATCH
Hi @quisty, A Cast Member can help you identify your ColorIQ number
in-store using a camera device. Once you have this number, you can enter
it into the online ColorIQ tool to pull all of the foundati...
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RE: SHADE MATCH
I know I go to my beauty account or profile and when I hit color IQ to
edit it says type in color IQ code or number or something
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Re: SHADE MATCH
Hi @quisty, Thank you for your interest in Color IQ. You can find
foundation and concealer matches as well as find your IQ number by using
the Color IQ tool. Warm Regards, Penelope
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RE: SHADE MATCH
Also, ive been matched like a month ago and two months ago so I know it
has to be in the system or something. Unless I have to get matched every
time?
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Re: RE: SHADE MATCH
Hi @quisty, You do not have to get matched every time. I find it easier
to use the Color IQ Tool if you have a foundation that is sold in
Sephora and matches you now. The Color IQ Tool will match you ...
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RE: Re: RE: SHADE MATCH
I just don’t know how to use the color IQ tool. When I edit my beauty
profile and hit color IQ it wants me to type a number in and yes I have
foundations that are sold at Sephora that I bought at Sephora that match
me
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My order is still in progress?
Hi, I ordered some items on Friday morning and the order is still
showing as "in progress". This shipping delay has been happening for a
while now. Just wondering what the hold up might be.
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Re: My order is still in progress?
Hi @HGridley, I'll be sending you a private message shortly to assist.
🙂 Best Regards, ❤️ Raquel
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No Samples
This is my first time ordering online. I was super excited about getting
my package on the mail but was rather disappointed when it didn't have
any samples. Is this common? I figured they would substitute any that
were out of stock.
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Re: No Samples
Hi @Nicole160, I'm sorry that samples were not included in your recent
order! Please send me a private message with your order number for
assistance. - Laurie
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RE: No Samples
They do this to me all the time !! then they give you points if you call
in to compensate But then when you order something to redeem the points
they tell you the point redemption item is out of stock...
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Play pass on out of stock items?
I'm looking to buy item #1944206 but it's out of stock in my area (zip
code 75074). I wanted to use my first play pass on this item. Would it
be possible to claim my play pass points on this purchase?...
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Link VIB card to online account
I can't link my VIB card with my online account. Can somebody help me
with that? Thanks!
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Re: Link VIB card to online account
Hi armmm, You will not be able to link your accounts on your own
however, I am sending you a message to help!
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1 day flash shpping
if i order product today, would i get them by tomorrow? or does 1 or 2
day flash shipping not worth it?
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Re: 1 day flash shpping
Hi @jozyjo11, We do not offer overnight shipping at this time. FLASH 2
Day and 1 day shipping can take 1-2 business days to process before
being shipped. Please check out this link for more info: Warm Regards,
Penelope
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RE: 1 day flash shpping
Their shipping is constantly delayed . I have two day shipping and i get
it on day 6-7 . They claim it’s 1-2 days to processing and then 1-2 days
for delivery. They’re closed on weekends and holidays....
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Re: 1 day flash shpping
Hi @jozyjo11, If you place your order today before 12PM PT with our
Flash 1 Day shipping method, it'll process and ship today and should
arrive tomorrow. For more information regarding Flash shipping ...
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