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Customer Support
201,187 Posts
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RE: Why didn't I receive any free samples?
this has happened to me a few times during the holiday rush as well
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Delivery address.
Per usual, Sephora phone support has failed me again. I called to update
my address at the beginning of the month and verified with the rep that
my PlayBox would be delivered to my new address. He ass...
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Re: Delivery address.
Hi there @spanishjoydoll. Apologies for the delay. If this still needs
to be updated, please call us immediately at 1-877-SEPHORA or send me a
private message with the order number and updated address. xo, jamila
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Lost Scent / Perfume Certificate
Hello! I cannot find the certificate I got with my perfume sampler. Is
there any way to track this so I can redeem? Thanks so much!
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Re: Lost Scent / Perfume Certificate
I've been trying for over 4 weeks to get sephora's help on this and
haven't been able to get anywhere. Where you able to redeem your coupon?
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Re: Lost Scent / Perfume Certificate
I also emailed customer support and they said this: Thank you for
contacting Sephora.com regarding your scent certificate.We are sorry to
hear that you lost your scent certificate. At this time, we ar...
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Re: Lost Scent / Perfume Certificate
Hi @mmlevin, I'm so sorry in the delay in our reply. Please PM me if you
still need help with this! All my best, Megan
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Re: Lost Scent / Perfume Certificate
I emailed Sephora's customer support and they replied with this:"We are
sorry to hear that you lost your scent certificate. At this time, we are
unable to replace the certificate as they only come in ...
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Re: Lost Scent / Perfume Certificate
Hi @mmlevin, I sincerely apologize about this. If you still need
assistance, please feel free to private message me so I can further
assist. Thank you. 🙂 Happy Holidays, ❤️ Raquel
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Need to cancel order
I just placed an order that I need to cancel. Customer service is
closed. I accidentally charged to my card and it should be gift cards.
Please help!
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Re: Need to cancel order
Hi @suzienwss, I will send you a private message to provide further
assistance. Warm Regards, Penelope
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RE: Need to cancel order
You probably can’t cancel at this point. there’s a very small window
right after you make your order where Sephora can cancel. If you want to
use your gift cards, you’d probably have to reorder and return the
original one.
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Re: Points Predicament
Hi @Xianhope, If you have any questions about your points, please feel
free to private message me. Thank you! 🙂 Happy Holidays, ❤️ Raquel
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Order placed now out of stock ?
I placed and order 3 days ago and now I c that it says my items r not in
stock I’m confused it says processing will I still get my items or not ?
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Re: Order placed now out of stock ?
Hi @Anonymous & @redhologram, If you purchased an item before it went
out of stock then you should receive it! If the items get cancelled from
your order, you will be notified via email that an item w...
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RE: Order placed now out of stock ?
@Anonymous sometimes it just shows that if the item was reflected as out
of stock the moment your invoice processed. If your item is cancelled
because it’s out of stock you’ll get an email but saying ...
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Can points be added after purchase?
My husband spent almost $200 on Christmas presents a couple days ago but
I forgot to get him to use my points card. Is it possible for the points
to be added to my account? Especially because it would be 3x the points!
Thx. Christy
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Yes, you can take the receipt to a store or call Customer...
Yes, you can take the receipt to a store or call Customer Support to
have them add it to your account. Because of the 3x bonus, it may be
better to try calling customer support first since that promo ...
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Re: Yes, you can take the receipt to a store or call Customer...
Hi @Anonymous, If you haven't been assisted yet, please feel free to
private message me a photo of your receipt so I can add the points to
your account. 🙂 Happy Holidays, ❤️ Raquel
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Faulty Order
My order did not go through but my card was charged twice and both of my
gift cards now say they have a balance of $0.00. No order confirmation
email and items remained in my cart and no explanation a...
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Re: Faulty Order
Hi @Emilyyy135, Oh no! I'm so sorry to hear this. I'll be sending you a
private message shortly to assist. 🙂 Best Regards, ❤️ Raquel
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promo code SALEONSALE
Hi, I've tried numerous times to use this promo code for my order and
got the following message even though I'm logged into my beauty insider
account "must be logged into beauty insider account and pu...
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RE: promo code SALEONSALE
Did you make sure that the products in your basket are sale items
@Roxy1986? The code will not work on regular priced items.
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Ohh no I didn't! I had no idea the promotion only applied...
Ohh no I didn't! I had no idea the promotion only applied to sale items.
Makes sense though lol. Thanks so much for clarifying @juliehnguyen!
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Did not get my points.
Went to sephora and made a purchase today. But the points were not added
to my account. Is this because i used a gift card to complete my
purchase?
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Re: Did not get my points.
Hi @Kswiss111, Sorry to hear about this! If you haven't already received
assistance, please feel free to send me a PM with your registered email
address and a photo of your receipt 🙂 Bisous, Sian
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No tracking number
Hi, I ordered something exactly 7 days and it still says being processed
and there is no tracking number. I understand the holidays are busy, but
I was just curious onto why my package hasn’t come int...
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Re: No tracking number
Hi @Honeyb81, I will send you a private message to provide further
assistance. Warm Regards, Penelope
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Using Gift Cards
I used two gift cards to purchase my products online and didn’t use the
full amount. What happens with the remaining balance?
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Re: Using Gift Cards
Hi AshleyMarie1985, You can also check your gift card balance
here:https://www.sephora.com/giftcards
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No confirmation Email
I placed an order last night and still have not gotten a confirmation
email and in my orders it says I have no recent orders. Plus, my card
has already been charged. Does anyone know what to do?
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Re: No confirmation Email
Hi @Anonymous, I will send you a private message to provide further
assistance. Warm Regards, Penelope
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