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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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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, <3 Raquel
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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
Hi @NeekyBabe and @Roih22113, I'm so sorry about this. Thank you for sharing these experiences with us. Please send me a private message with your order numbers and I'll be happy to assist further. - Laurie
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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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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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2-Day Flash Shipping FAILURE
I’m a bit confused with the free flash 2 day shipping not being an option for VIB Rouge members when checking out. It is still listed as a perk on the site but my last order took a week to get to me a...
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2-Day Flash Shipping FAILURE
I am on and off with this- for certain orders I get my 2 day Flash shipping, and for others I have to wait a week! It's super weird.
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Re: 2-Day Flash Shipping FAILURE
I swear in 2016 I never had any issues with online orders. However in 2017, they went down hill big time!! My orders never get here in 2 days, it’s usually more like a week. And the sample problem.......
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Re: 2-Day Flash Shipping FAILURE
Hi @AThrasher, @MandieNRG, @ntali21 and @cyanmagenta, I'm so sorry that your orders have not arrived within the expected shipping time frames. Please send me a private message with your order number(s) and I'll be happy to assist further. - Laurie
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2-Day Flash Shipping FAILURE
My packages are taking an average of 5 business days since end of November. You are not the only one!
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Re: 2-Day Flash Shipping FAILURE
Sephora 3-day shipping has been the WORST lately. Takes me over a week every time I order anything. I get that they are trying to do an "Amazon" like shipping method, but at least Amazon's 2-day shipp...
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Re: 2-Day Flash Shipping FAILURE
I came here to see if I was the only one that experienced this, but it looks like it's very common. This is my first year as VIB Rouge and I just ordered some Dr Jart Ceramidin moisturizer because my ...
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Re: 2-Day Flash Shipping FAILURE
Since I have been a rouge member my shipping is now 3 Days (no 2 day option at check out) and in the last 10 orders I’m lucky to get one sample (and never one I select). Ridiculous. It no longer benefits me to maintain rouge status.
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RE: Re: 2-Day Flash Shipping FAILURE
@Kroliosis you may need to re enroll in flash shipping - since you are rouge it shouldn’t charge you but a lot of people had to resubcribe at the start of the new year - you may want to check!
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Re: 2-Day Flash Shipping FAILURE
Hi @itsmemarlyn, I am very sorry that your order was not delivered within the correct time frame and that you did not receive your samples. I will send you a private message in regards to this. Thanks! Best Wishes, Janean
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RE: 2-Day Flash Shipping FAILURE
They used to actually succeed in 2 day shipping but it seems since the holidays (ie nov/dec) it has became standard shipping which is really disappointing since their rewards program isn’t really spectacular in the first place.
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Re: RE: 2-Day Flash Shipping FAILURE
Hi @roselam, I'm sorry for any confusion! FLASH 2-day shipping is still free for Rouge clients in the US, and it sounds like your subscription may have expired on 1/1/2018. Please login to re-enroll h...
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Link VIB card to online account
I have a VIB account/card that I registered in store and a separate online account with points as well. Please let me know if there is a way to link these accounts to combine the points so that I can order online with my VIB status!
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Re: Link VIB card to online account
Hi @yasmin0000, I would be happy to help with this. Please send me a PM with your Beauty Insider card number and your registered email address so I can link these together for you. Thanks!
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Re: Link VIB card to online account
Hi I have the same problem, would it be possible to help me?ZannaBT a écrit :Hi @yasmin0000, I would be happy to help with this. Please send me a PM with your Beauty Insider card number and your regis...
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Re: Link VIB card to online account
Hi @armmm and @yasmin0000, You can send private messages by navigating to the user's profile page and clicking "Message." I'll send you each a private message now to assist with this. Thank you! - Laurie
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Re: Link VIB card to online account
@ZannaBT how do i dm you?
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Merchandise Credit that I can't use online
I am very frustrated and don't know where else to get help. I spoke to the store manager in my city, I called the customer service number and they were of no help so now I'm here. Basically I have 150...
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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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Did not receive free samples
I just received my order in the mail that I recently placed on sephora.com. Unfortunately, I did not receive the 3 free samples I chose during checkout along with it. Has anyone else had this issue? W...
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Re: Did not receive free samples
Hi @MelissaxNJ, @Kateclements16 and @JamieHemler, I'm so sorry about this. Please send me a private message with your order number(s) for assistance. Thank you! - Laurie
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Re: Did not receive free samples
I just had the same thing happen today. No free samples at all. I sent an email to sephora and got an automated email response saying because of the limited nature of samples they are unable to re sen...
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Re: Did not receive free samples
My daughter and I have both had the same issues. We look forward to the free samples to try other stuff out. My last 2-3 orders have not contained samples and her order did not have them. I've also ha...
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Of my last 4 orders, I have not received any of my free s...
Of my last 4 orders, I have not received any of my free samples either. And, yes, I understand that they're free but that is the reason why I order online. I also like to try new products this way. It...
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Re: Of my last 4 orders, I have not received any of my free s...
Hi @LindyH, I'm sorry to hear your samples have been missing from your packages! I'm going to send you a PM to assist you further. Always, Danee
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Re: Of my last 4 orders, I have not received any of my free s...
Hi @LindyH, 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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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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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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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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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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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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