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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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Does Sephora accept VISA debit for online purchases
It is not accepting my visa debit. Is there a solution?
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Re: Does Sephora accept VISA debit for online purchases
Hi There, Yes! Sephora.com does accept VISA credit and debit cards. I will send you a private message so that I can look into this for you. Thanks! Best Wishes, Janean
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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: 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
And how do I use the color IQ tool? I’m just not really sure how to go about it
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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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Points to Rouge - $10 Sephora Play ?
My dollar spend towards my 2019 to Rouge is $10 off. Is my Sephora Play spend not counting towards that? That’s the only thing I can think of that would throw it off exactly $10.
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Re: Points to Rouge - $10 Sephora Play ?
Hi @Mindy0520, I can look into this for you. I will send you a private message soon. Best Wishes, Janean
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Unauthorized Order Frustrations
I love Sephora products. In fact I am obsessed and spend tons of money on their website (as it is more convenient for me with my job/ home life). I continuously have issues with making purchases on th...
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Re: Unauthorized Order Frustrations
I made an order about 6 days ago and just logged into my account to see why it hadn't been shipped out yet as I hadn't received any emails.. to find it saying "unsuccessful authorisation" I paid with ...
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Re: Unauthorized Order Frustrations
Hey I know this is old. But how long did it take for them to release the pay pal funds back to you. I’m in the same situation. Except when I went thru the process and hit submit. The item wasn’t in st...
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Re: Unauthorized Order Frustrations
Hi @MelMel859, I am sorry to hear this! If you have not been assisted already, please send me a PM with your registered email address for further assistance. Best, Zakiya
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Re: Unauthorized Order Frustrations
the same is happening to me and i dont know what to do
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Re: Unauthorized Order Frustrations
Hi Mcmolls, I am very sorry for the inconvenience. I will send you a private message shortly with more information. Best Wishes, Janean
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Re: Unauthorized Order Frustrations
please if you can help me too 
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Re: Unauthorized Order Frustrations
Hi @gia1987, I will send you a private message in regards to this. Thanks! Best Wishes, Janean
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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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THIS KEEPS HAPPENING!!!
This is really starting to frustrate me!!! I picked out an item put it in my cart and bought it. As usual, I get the order confirmation email later that day. Then, the NEXT DAY I get another email say...
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RE: THIS KEEPS HAPPENING!!!
This happened to me as well and i call in and get the same bs response “I’ll forward the feedback” i told them they did that last time and it’s not resolved STILL all month. I was told to contact them...
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Re: THIS KEEPS HAPPENING!!!
Hi @Shosh85, I sincerely apologize about this and I understand how this is frustrating. I appreciate your feedback and I'll be sending it to the appropriate department to make future improvements. Als...
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I've only got 5 samples for my last 10 orders
and 3 of them are totally different from what I chose and 2 of them are for guys.Yep, I've actually counted them because Sephora has never sent me 3 samples since last October. and this year they usua...
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RE: I've only got 5 samples for my last 10 orders
They ALWAYS do this !! They’ve done it to me with most of my orders this month. I’m SO frustrated with it. I’ve reached out time and time again.
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Re: I've only got 5 samples for my last 10 orders
Hi @AmyhmS, I'm really sorry to hear about this! I'm going to send you a private message to assist you further. Always,Danee
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No samples, really wanted to try
Seems to be happening a lot
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RE: No samples, really wanted to try
They don’t care. Just like delayed shipping or when you ask for samples in store. They just don’t care.
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My online Orders
Does anyone else ever order from Sephora and never get the samples they ask for. I'm really ticked off because not only don't I get the samples that I asked for I don't get any. I placed two orders 3 ...
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RE: My online Orders
They always do this!! Then when you redeem the points they charge you for the merchandise and claim that the point redemption item is out of stock and their 2 day shipping is a lie as well. I get ship...
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SAMPLES
I am extremely upset due to the fact that my three samples did not arrive with my package. I don’t understand why sephora has not been keeping up with samples and staying true to their customers, but ...
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Re: SAMPLES
Hi @gabsykitkat, I'm so sorry to hear this. I will send you a private message to provide further assistance. Warm Regards, Penelope
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RE: SAMPLES
They’re liars that’s why. They don’t always give the samples as promised. They “compensate” with fake points that we never get to redeem bc the items are always out of stick. By the way flash two day shipping takes up to a week sometimes!
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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
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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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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