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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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198,519 Posts

RE: No samples

Same thing happened to me. My order was placed 12/26 and was received today with no samples. Lately - the samples haven’t been the items I selected, but at least they sent something. Now, this order came with nothing!

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Re: No samples

I will sent you a PM shortly to assist.

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I can’t link my card to my online account

I bought beauty insider card at JC Penny but when I made this account I can’t link my new card to my new account! Please help!!!

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Re: I can’t link my card to my online account

Hello there, Please send me a PM with your registered email and BIC card number and I'd be happy to assist! Cheers, Richard

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Flash Shipping

I have flash shipping, but several of my orders have taken days to process. One took 2 weeks to be delivered. I never had any problems before this fall. An order I placed on Wednesday at 2pm still say...

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Re: Flash Shipping

Hi @KCB118, Sorry for any delays. I'll send you a private message to assist you. Best, Mali

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Birthday Gift

Good evening and Happy New Year! I am trying to add my birthday gift, but cannot find the option. I have been trying for over an hour. Can I please get some help? 🙂Thank you!

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RE: Birthday Gift

Your birthday gift can be redeemed in the Rewards Bazaar and will be available during your birthday month @Platinum1975.

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Why does Sephore oversell and then send disappointing emails cancelling parts of order?

Dear Customer Service, I placed an order on the 27th of December (Order # ) and just got an email that you cancelled the Reset Mid-Season Sample Bag and won't even replace it. Okay, I did not pay for ...

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Re: Why does Sephore oversell and then send disappointing emails cancelling parts of order?

Hi @PinkStarburst, Sorry to hear about this! I'll send you a private message. Best, Mali

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Cant put first aid mask diaries in cart?

is this happening to anyone else? what can i do ?

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Re: Cant put first aid mask diaries in cart?

Hi @mysticswirl, It looks like this is no longer available. Sorry about that! I would check with your local Sephora to see if this is in stock there. Best, Mali

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Its out of stock but hasn't been removed from the catalog...

Its out of stock but hasn't been removed from the catalog yet.

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Discrepancies between app and website?

I was looking to purchase the Fenty foundation in my Color IQ recommend shade and noticed that online it says the shade is in stock and costs $48, but on the app it says my shade is out of stock and costs $34... what's going on with this?

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Re: Discrepancies between app and website?

Hi @Cai2010, I'll send you a private message to assist you. Best, Mali

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Price adjusting

Hi, I'm wondering if Sephora would price adjust some products I got on sale before the sale on sale code started. They're not in stock anymore but they still show up in the sales section. thanks!

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Re: Price adjusting

Hi @ZSahar, Please give the store a call for assistance. If you purchased this online, please send me a private message with your order number. Thanks! 🙂 Best, Mali

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FYI they were bought on the 20th of December.

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THANK YOU @Sephora!!!!!!!!

This post is to thank Sephora for all that they do!! For the most part-considering I order at least 2x per month-my orders always arrive on time or earlier even with the new courier service and I rece...

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Re: THANK YOU @Sephora!!!!!!!!

Hi @uzi1234, Aww, thank you for the positive feedback! 🙂 Have a great new year's eve! -Mali

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5 Orders no samples.. zero!?

So I needed $170 to be at “Rouge” status.. So between my daughter and I we placed 5 orders (don’t just us) received our packages today & seriously not one single sample? Really? I understand it’s free...

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Re: 5 Orders no samples.. zero!?

Hi @Brookie1981, I'll send you a private message to assist you. 🙂 Best, Mali

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adding receipt to account

Is there a way to add a receipt to an account after the purchase? I forgot to give my account info at purchase and spent over $100, so I’d like to get the points for it. Thanks!

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Re: adding receipt to account

Hi Akwright92, I can help you with that! I am sending you a message now.

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RE: Re: adding receipt to account

Thank you so much!

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Re: RE: Re: adding receipt to account

Hi Akwright92, I added the points to your Beauty Bank! You may need to log in and out of your account in order to view the updated balance.

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Sephora Collection #LIPSTORIES Holidaze Sweepstakes

From hometown hangs to awkward family photos, post your holidaze snapshots over on Instagram for a chance to win the complete #LIPSTORIES collection, PLUS a $1,000 @sephora gift card! To enter: Head o...

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Re: Sephora Collection #LIPSTORIES Holidaze Sweepstakes

Beautiful giveaway SephCollection wrote:From hometown hangs to awkward family photos, post your holidaze snapshots over on Instagram for a chance to win the complete #LIPSTORIES collection, PLUS a $1,...

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Re: Sephora Collection #LIPSTORIES Holidaze Sweepstakes

Wow....This would be so incredibly nice to have I I would die for this....So Broke...

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RE: Sephora Collection #LIPSTORIES Holidaze Sweepstakes

Can’t wait!!! It would be awesome to win this! 🤞🏼🤞🏼🤞🏼

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*And share it with a Canadian who cant enter @darlyndar l...

*And share it with a Canadian who cant enter @darlyndar lmao 😉😉😉😉😉

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Re: *And share it with a Canadian who cant enter @darlyndar l...

@GG84 I’ll give you all the reds! Lol

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Re: *And share it with a Canadian who cant enter @darlyndar l...

This is awesome!

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Flash shipping refund after Rouge

I reached Rouge, and heard I could get a refund for Flash shipping.

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Play pass points not added

Hello, I used my November play pass yesterday, the 28th, in store. My Sephora emailed receipt shows it was used, but the 50 points haven't been applied yet.

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VIB

My account isn't linked with my VIB card, please help!

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Re: VIB

Hi vic0801, I am sending you a message to help!

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a bad shopping experience

I am so sad because my integral exchange was cancelled and the other things was shipped. I just want the exchange.

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Re: a bad shopping experience

Hi @Anonymous, I'll send you a private message to assist you. Best, Mali

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Gift card showing $0 balance after transaction was not completed!

Hi there,I have a gift card for $50 and is now saying there is a $0 balance. I went to use the gift card online and it showed the $50 being deducted from the final amount due, I then did not proceed w...

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