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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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Message regarding November Order Processing Delays
Message to our loyal Sephora shoppers: We sincerely apologize if you’ve been impacted by our warehouse processing delays. We understand how frustrating it can be to not receive your order in the time ...
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Sephora keeps cancelling my orders, promises to resolve issue but does nothing!
My last few orders were not placed and cancelled. When speaking to customer service they said there was an issue with my address even though I have been using the same address since May 2017, and all ...
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RE: Sephora keeps cancelling my orders, promises to resolve issue but does nothing!
I know how you feel! I encountered exactly the same situation since December!! All my orders were cancelled but I've been using the same CC and shipping address since September! I also called the Cust...
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Sephora #Lipstories
Will the Sephora #Lipstories range be extended in the U.S.? There are two shades I am searching for that seem to only be sold in other countries. 17 Carnival Fun and 20 Buzz Me. I really want these shades!
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ORDER STATUS: UNSUCCESSFUL AUTHORISATION
Hi! I placed an order on 18th December and I received confirmation email right away. But then it got cancelled due to unsuccessful authorisation without sending any email. I logined to check the order...
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Re: ORDER STATUS: UNSUCCESSFUL AUTHORISATION
Hi @yyyori, I'm so sorry to hear this. I'll be sending you a private message shortly to assist. Happy Holidays, <3 Raquell
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RE: Re: ORDER STATUS: UNSUCCESSFUL AUTHORISATION
Hi Raquel! I've just sent you a message regarding this situation too. Could you check and get back to me? Thanks a lot!!
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2 Day Flash Shipping Error
I have been having major issues with 2 day shipping since I started it last year. Then this Wednesday I paid for an order and today it still hasn't even shipped. I called and talked to customer servic...
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Still no Samples ???
I am an avid Sephora shopper and hit Rouge every year. I’ve places 8-9 orders in last 7 weeks and EVERY single one came with NO samples, despite me adding samples to my cart and showing as shipped. I ...
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Samples?
Does anyone have an issue with getting samples or products they've redeemed VIB points for? I rarely get what I selected and didn't get any of the samples I chose these last 2 orders...
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Re: Samples?
Yes. I just posted this on a different thread about samples. I'm so irritated. I tried to redeem 700 points and a promo code on an order about a week ago and it was ALL canceled. I called customer ser...
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Re: Samples?
Hi @nelleshoegirl and @Bigoni, This sounds frustrating and I'm so sorry for any trouble this has caused. Thank you both for sharing these experiences with us. Please send me a private message with you...
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Re: Samples?
Hi Laurie. How do I send you a direct message with my order numbers? When I click on your name a I get a notice that "This page is not currently available. Please try again later."
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Re: Samples?
I had this same issue, and after half an hour talking to Sephora customer service, they only gave me 100 points. I didn't want insider points, I want a system that actually works.
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Re: Samples?
Exactly. I legit placed an order with Beautylish last night because I was sick of getting all my stuff canceled by Sephora. They're going to start losing business. I don't know what happened, but I've...
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Re: Samples?
Yeah, I just put in an order through The Ordinary instead of Sephora so I could avoid the terrible customer service. I am seriously considering cancelling my Playbox subscription. It's just frustratin...
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Re: Samples?
Hi @aesilv, I am sorry to hear this! I will send you a PM for further assistance. Best, Zakiya
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No product
I paid for a concealer yesterday at Sephora (Valleyfair Mall), California. The lady who took my payment packed only the lip mask I assume although I paid for both the concealer and lip mask. She gave ...
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No product
with receipt march in there and tell them politely what happened. if worker blows you off get a manager. there are cameras to prove it was neber put in your bag if they want to argue they did. happens...
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Missing component
Hello, i just ordered my second mini translucent loose setting powder from Laura Mercier but unfortunately the mini velour puff was missing. Is this something sephora can resend on its own? What are my options? Please advise. Thank you!!
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Out of Stock In Store, In Stock Online
Went to all of my local Sephora's in search of the Sephora Collection x House of Lashes Holiday Gem Set but they were all out of stock. Go online and it says it is in stock online but not in stores. S...
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3days free shipping 8 days after placed order at 12just received shipping info n estimated delivery time is 23-24 Jan.(12days online shoppin
If the products do not ready for shipping or delivery why dont your emailing me first ? Very upset
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Samples
For about the fourth time in a row, my most recent online order showed up without any samples! I don’t have time to go to the Sephora store whenever I need something, and I love trying new Sephora sam...
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Order Delayed, Reward was Canceled, and Wrong Samples
Where do I even start? I placed my order on January 8th and I did not receive it until January 15th, which doesn't really seem like that long of a wait, but it is when you use your Flash 2 Day shippin...
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Re: Order Delayed, Reward was Canceled, and Wrong Samples
Hi there. So sorry about this @itscoral. Our rewards are highly anticipated every Tuesday and Thursday from 9am - 5pm PT / 12pm - 8pm ET and sell out quickly. Also, we try our level best to ensure you...
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If they are sold out, then why advertise them as if they...
If they are sold out, then why advertise them as if they are in stock? This is unfair.
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Re: Order Delayed, Reward was Canceled, and Wrong Samples
You realize that's not a valid answer right? We all deserve a real answer. Businesses shouldn't be screwing their customers over. If I did this kind of thing in my industry, there would be hell to pay.
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Sephora play
if I remember correctly I filled out a questionnaire about skin hair color etc. if that was the case where do I find to change it because my play boxes have been full of stuff I wouldn't use but others are getting things I would love to try
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Missing samples from last 2 online orders
Anyone else has placed orders online and did not get the complimentary samples?I placed 2 orders online between Black Friday and before Christmas and I did not get any of the samples I requested.
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Re: Missing samples from last 2 online orders
Third order in a row for me.
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I had 2 orders that had no samples, that's the only reaso...
I had 2 orders that had no samples, that's the only reason I order online
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Re: Missing samples from last 2 online orders
It's interesting that people having the same problem are handled differently. I posted a similar problem and received a reply telling me they can't guarantee anything. No trying to fix it, just "it happens". I'm really discouraged.
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Re: Missing samples from last 2 online orders
Received a nice pack of some new samples today. Thank you Sephora for taking care of your members when the fulfillment house forgets to.
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Re: Missing samples from last 2 online orders
Hi @suzew, 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: Re: Missing samples from last 2 online orders
I also haven’t received samples in 4/5 of my last online orders. Giant bummer. I use those samples to decide what to buy!
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Re: RE: Re: Missing samples from last 2 online orders
Hi @jamielynn76, @PlaidLove, and @ZELLATANGEL84, I sincerely apologize about this. Please feel free to private message me your orders number so I can assist. Thank you. Best Regards, <3 Raquel
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Re: RE: Re: Missing samples from last 2 online orders
Same with me. I have bought full side products based on samples. I thought that was the point. The samples are a perk for us and bring in more business for them.
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Re: RE: Re: Missing samples from last 2 online orders
I also like choosing and using samples to decide what to buy... I haven't gotten mine in my last few packages either...
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I didn’t receive 2x the points
Hello, I order a watermelon glow mask which said I would get 2x the points 1/22 and i didn’t I waited some time to see if it would click in but nothing happened -
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Order was out for delivery yesterday, now there is no delivery date
Hi Sephora! My package had a delivery date for 1/17/18, and I waited up late last night in case UPS was going to still deliver it. However, I see today that it just had a departure scan from Memphis t...
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Re: Order was out for delivery yesterday, now there is no delivery date
I'm experiencing the same thing! I put my order in on 1/15 and have PAID for flash shipping. It is now 1/18 and my order still hasn't arrived. Originally it said my order would be delivered by yesterd...
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