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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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198,941 Posts

Re: "Exclusive VIB Rouge 10% Off Code" sent to me, but it says I redeemed it?

Hi accordingtoame, I'll be happy to look into this for you! I'll send you a PM shortly. Always, Danee

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Re: "Exclusive VIB Rouge 10% Off Code" sent to me, but it says I redeemed it?

Thank you!

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Combining Beauty Insider Cards??

I would like to combine two different beauty insider cards, i have two separate accounts.

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Re: Combining Beauty Insider Cards??

Hi @Anonymous, I will send you a private message so that I can help you with this. Best Wishes, Janean

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gift receipt return

Hi My aunt got me some make up palettes for my birthday but the colors are a bit extreme/bright so I would like to exchange it for some more neutral colors. They are unopened and I have the gift recei...

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Re: gift receipt return

Thanks for the reply. I returned the item today and I was assured by the sales associate that the "gifter" would not know that the item was returned. However, 20 minutes later, my aunt got an e-mail c...

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Re: gift receipt return

Hi kimc66, I'm sorry to hear the palettes you received aren't working out for you! If you'd like to exchange them, I'd suggest contacting your local Sephora store directly for information regarding gi...

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Still have not received my package!

I placed 2 orders on Monday April 24th and I used my flash shipping and I still have not received my packages. I called Sephora customer service on Friday and they said that it is all ready to be pick...

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Re: Still have not received my package!

I am having a similar problem with my order from the 24th and I contacted (via email) CS on Friday as well. My order is still in progress.......no change. If a mod sees this, can you msg me too, please. Thanks

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Re: Still have not received my package!

Hi PoesRevy, I will send you a PM now!Always,Danee

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Re: Still have not received my package!

Hi @samsters2012, I'm sorry to hear this! I'll look into this for you and send you a PM shortly.

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My order's status seems to Unsuccessful Authorization and all of the items I've ordered have "canceled".. help

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Re: My order's status seems to Unsuccessful Authorization and all of the items I've ordered have "canceled".. help

Hi cerena8b, I'm sorry your orders have been cancelled! I'll be happy to look into this for you then I'll send you a PM with more information! Always, Danee

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Payment issues

i have problems for checking out in my orders, im from argentina, i need help please!!!

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Re: Payment issues

Hi HourglassShio, I'm sorry for the trouble you're having checking out! I will send you a private message to assist you further. Always, Danee

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Beauty Insider points

I recently bought some items at a Sephora store and forgot to show them my Beauty Insider card. Can I still get points from it? Thanks

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Re: Beauty Insider points

HI leslie52, I'm sending you a pm to assist you 🙂 Always, Danee

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Beauty Insider

I have two cards I think on two different accounts. I lost my card and so I got a new one. Is there any way to merge them?

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Re: Beauty Insider

Hi lermworms, I can assist you with linking your accounts together! I'm sending you a PM now. Always, Danee

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Free Samples

I just placed an online order and forgot to include free samples. What happens? Do they put in random samples?

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Re: Free Samples

Hi lermworms, I'm sorry the complimentary samples were not included in your order! I'll send you a PM to assist you further! Always, Danee

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15 min sephora touch-up

Will Sephora in a 15 min walk in session do only my eye makeup, including false eyelashes application and eyeshadow?

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Re: 15 min sephora touch-up

Hi r3lawlor, I recommend giving your local store a call to make sure they can do the false lash application for you, and for more information on what the service includes.

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Merging Accounts?

I accidentally made 2 Sephora accounts, so now I have two: 1 registered as a normal beauty insider and another as VIB. Is there any way to merge both of them to keep all of my points? Thank you so much

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Re: Merging Accounts?

Hi Emrp, I will send you a message to help.

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Re: Merging Accounts?

Thank you!

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Ordered on 4/25 with VIB Rouge Flash 2 day shipping, order just shipped today (3 days after the fact)...

I placed an order on 4/25/17 with VIB Rouge Flash 2 day shipping. Your site said flash would not be impacted by delays. That order just now shipped today (4/28), which is 3 days after I placed the ord...

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Re: Ordered on 4/25 with VIB Rouge Flash 2 day shipping, order just shipped today (3 days after the fact)...

Hi @RainbowFace, I'm going to send you a private message regarding this. Please check your inbox when you can. Thank you! Best, Mali

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Re: Ordered on 4/25 with VIB Rouge Flash 2 day shipping, order just shipped today (3 days after the fact)...

Hi. I messaged you with the information you requested. Thanks!

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Re: Rude service and delayed delivery... ONCE AGAIN

Hi plamzes, I am truly sorry to hear about the service you received from our Call Center and for the order delay! I'm sending you a private message to assist you. Always, Danee

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Order

I placed an order on April 24th, and it says it's still processing.....?

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Re: Order

Hi mkmini, I apologize your order has been processing since Monday! Due to our Spring Promotion and high order volume, orders may take an additional few business days to process before they are shippe...

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Order "In Progress" For a Week

Hello! I placed my order on the 22nd. I realized a delay was likely due to the sale, but it's been a week with no ship/track notification. I need to be moved out of my current place by the end of next...

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Re: Order "In Progress" For a Week

Hi aml0028, I'm so sorry for the delay! I'll take a look at your order then send you a PM. Always, Danee

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Received Duplicate Item

Hi, When I received my recent Sephora online order I discovered there were two Nest perfume sets included when I only ordered and paid for one (and the receipt only shows one). What is the protocol fo...

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Re: Received Duplicate Item

Hi butttersunset, I'm sorry to hear this! I'll take a look at your order then send you a PM. Always, Danee

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Problems with online order

Hello. I placed an order on the 23rd, and it still has not arrived. In fact, when I look at the order on my profile it doesn't even give me a date on when it is going to ship or a tracking number. It ...

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Re: Problems with online order

Hi rhishere97, Due to our recent promotion and higher volume, orders may take a bit longer than usual to process. I'm sorry about that! Upon review, it appears that all of the items in your order were...

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Reward Code NOT WORKING

I recently became a VIB member and recieved a 10% off coupon and free shipping coupon. I want to use the 10% off but it keeps saying I need to be a VIB member to redeem it, which i am!

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