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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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prism palette on Canadian website?
is there a reason why I can't access the prism palette on the Canadian website / app? am I not gonna be able to order it?
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Re: prism palette on Canadian website?
Hello @isamilicious, Thanks for reaching out. As of now, the Prism Palette is currently out of stock on our Canadian website. Sorry about that!
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thank you @RichardBT ! but is there a way to check store...
thank you @RichardBT ! but is there a way to check store availability since I dont even see the palette?
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2017 Birthday gift
Hi - My birthday was in August 2017 and I forgot to redeem my gift. Too late? Thanks
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Re: 2017 Birthday gift
Hello @Nanababasis, Unfortunately, you are only able to redeem your birthday gift during the month of your birthday. I'm sorry for the inconvenience.
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Play box items revealed on app before I get my box...
Two months in a row I have not, yet received my Play box and Sephora sends me the ‘see what’s in your box’ email on the Sephora App. Why?? And what am I receiving my box so late in the month? (Box hasn’t shipped, yet)
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Re: Play box items revealed on app before I get my box...
Hello @Heatherlog, Thanks for reaching out via the community. Can you please clarify what email you are referring to? We do send emails with previews of what will be in your box to hopefully create ex...
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Sephora play 50 point card
So I went in and purchased some basic make up remover wipes, but I also wanted to redeem my play! card that expires in February (The one from the January box), but the associate said it's not in the s...
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Re: Sephora play 50 point card
Hi @KBeamSupreme, I'm so sorry to hear the store wasn't able to scan your PLAY! PASS! I'm going to send you a PM to assist you further. Always,Danee
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order
my order # shipped flash on Jan 16th, was scheduled to arrive Friday 19th per tracking. Never received package all though it claimed to be on the way all day Friday. Checking in today no date or day or even update is available.
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Re: order
Hi @3kmmoore, I'm sorry to hear you haven't received your package! I'm going to send you a PM. Always,Danee
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Package Not Received
My tracker showed that my package arrived yesterday at 6:07 PM on 1/19/18, however, it never actually arrived. No package at my door or in my mailbox. When I try to search the tracking number, it says information not available.
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Re: Package Not Received
Hi @SarahD1567, I'm sorry to hear you haven't received your package! I'm going to send you a PM to help. Always, Danee
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Being a vib
It says that vib get monthly gifts, do they get mailed to you? Or is it online?
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Re: Being a vib
Hi @Christiehill, @seidenable is correct! The monthly gift will come in the form of VIB exclusive promotions that are typically advertised via email. For this reason, I recommend staying tuned to your emails! Always, Danee
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They email you a promo code for thr gift. However, you ha...
They email you a promo code for thr gift. However, you have to spend usually $25-$35 dollars to use the promo code.
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Store Product/s transfers for sold out items
Why does Sephora not allow one Sephora store to transfer a product/s to another store that is sold out so they can sell it? I seek the Huda Beauty Lip Contour kits in both Bombshell/Ritzy and Muse/Ang...
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Re: Store Product/s transfers for sold out items
Hi @stone98, I apologize we do not currently offer store transfers, at this time. But I will gladly forward this to the appropriate department so that this can be taken into future consideration! Always, Danee
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Issue with my profile page.
When I try to go to my profile page, it says "This page is not currently available". It's been this way for a few days now. Is there a reason why? Will I have access to my profile soon? I've attached a screenshot of what I'm seeing.
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Re: Issue with my profile page.
Hi @candyrivera! Please try clearing your cache as this should resolve the issue! Please let me know if the issue persists. Always, Danee
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Card information
I'm trying to place an order and it keeps telling me that there's an error but all my information is correctly put in.
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Re: Card information
Hi @Kelsie72195, I'm sorry to hear that! I will send you a PM to assist you further. Always, Danee
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2018 Birthday Gift
How do I get my first ever Birthday Gift. I signed up for an account early in Jan and my birthday came and went on Jan 13th. I thought I would receive an email saying come get your gift but no email h...
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Re: 2018 Birthday Gift
Hi @Anne59! Happy belated birthday! We don't always send an email regarding your Birthday Gift as it is not needed to redeem it. If you'd like to redeem it in store, simply provide the Cast Member wit...
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Bought foundation that was wrong color
I bought a foundation and it’s waaaay to dark. Am I able to exchange it? I really feel bad I don’t want it to be wasted but my skin is just to fair for it. I thought by the description online it wasn’t made for light skin but it defiantly is not.
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Re: Bought foundation that was wrong color
Hi @AllyAcosta, I'm sorry to hear the foundation you purchased isn't working out for you! If you purchased this item online and you'd like to exchange it in store, please be sure to bring your Order Invoice with you. Thank you! Always, Danee
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Bought foundation that was wrong color
yes, you can return it. Sephora has a great return policy.
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Adding Beauty Insider Points After Purchase
The last two times I went to Sephora, their Beauty Insider system was down, but the cashier said I could add the points online afterwards using my receipt. I can’t seem to figure out how to do this. Any help would be greatly appreciated!!
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Re: Adding Beauty Insider Points After Purchase
Hi @bbbooonnniieee I have replied to your private message regarding this.
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Shopping and Delivery
Hey! I ordered a couple things online on Sunday and I went to go check the status of my order today and it says that it was delivered this morning. However, I didn’t seem to receive the package nor wa...
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Re: Shopping and Delivery
Hello @zumana,   I'll PM you shortly to assist!
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Foundation exchange
I recently purchased the Fenty foundation in a shade that seemed to match me in the store lighting, but once I got home and wore it out in natural light it was way too fair. I still have the receipt b...
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Re: Foundation exchange
Hello @ArinLyn,   It'd be no problem at all! We're happy to assist! 
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Amazing Customer Service
Tonight I received my order and the product leaked all over, I PMed Customer Service and within an hour they responded. They offered me more then I expected. Now I know why I love to shop at Sephora, ...
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Re: Amazing Customer Service
Hello @CorgiMommy, Thanks for your kind words! Fell free to PM and available MOD if you need anything else in the future!
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Amazing Customer Service
I agree. I've only had a few issues and they were wonderful. I just received the wrong eyeshadow pallet in the mail but it turned out that I liked it more than what I ordered lol. So, I'm happy about that error and am not complaining lol.
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promo codes 2018
I wanted to try 3 free samples of your products but i need a promo code and cant see to find the current one can you help?
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Re: promo codes 2018
Hello @KarlieT, Sorry for any confusion. You are eligible for three free samples with your order without the use of a promo code. To see our current list of promotional codes, type "promos" in the search bar! Hope this helps! -Richard
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delete my review put wrong pic
Hi can you please delete my review that i put for fenty beauty foundation 260 , i posted the wrong picture , i want to delete and make a new review with a diff pic !
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Re: delete my review put wrong pic
Hello @Kaycandles, I have removed your review. Please allow up to 24 hours for this to reflect on our website.
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