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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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Didn’t receive my 3 samples
Purchased for the first time online and was greatly anticipating my first 3 free samples...but they weren’t included in my shipment.
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Re: Didn’t receive my 3 samples
Hi @AbbyKat80, I'm sorry to hear this! I'll be sending you a PM shortly to assist. Best Regards, <3 Raquel
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Re: Didn’t receive my 3 samples
I just got an order today and also didn't get the free samples. A bit bummed since I was dying to try Fresh and Drunk Elephant - two brands I can't afford to buy before sampling!
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RE: Didn’t receive my 3 samples
Same thing happened to me last month. I contacted customer service and they apologized and added points to my account.
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Ordered On The 12th...
I placed an order on the 12th of this month. It's still In Progress. Has it not shipped yet because of the Holiday? And will it ship soon?
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RE: Ordered On The 12th...
Same !!! Im very very upset I ordered at 12 also all i got just pending and in progress but All my money already gone
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They really need to fix this system. It's not working at...
They really need to fix this system. It's not working at all!
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Re: Ordered On The 12th...
Hi @Stefanie0023, I'm sending you a private message to provide further assistance. Warm Regards, Penelope
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Ok. thank you
Ok. thank you
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Forgot to Mention at Checkout
Purchased in store items and forgot to redeem the hydration sample set when you spend $35 or more. Is it possible to go back and redeem it then?
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NEW IN THE COUNTRY, NEW SEPHORA APP
Hello! I just arrived here in the US & first store I went in to shop is Sephora. I only had my name, mobile number and email address asked whenever I shop. Im just curious, can I still have my points ...
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as long as your email and number is attached to your acco...
as long as your email and number is attached to your account your points will be added. Also, if you are connected on the mobile app, there is a section where you can pull up your virtual card and the...
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Thanks for the reply Gheezy! The thing is I just had the...
Thanks for the reply Gheezy! The thing is I just had the app ready yday, but the first 3 (or 4 times) Ive shopped in Sephora was twice in JC penney store and another one from the Sephora outlet itself...
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does your app have the same email and number? I recommend...
does your app have the same email and number? I recommend you call customer care to verify your account and if you do, ask if there's a way to combine it into one. Otherwise, I'd use the 130 pts one. 😊🤗
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Shout Out to the VIB Rouge Hotlune
I received an order today (okay, my 2nd order this week 🙈) and the box didnt have its usual paper stuffing in it and one of my items was 1/3 empty and spilled in the bag it was in. I called just expe...
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How do I add my sephora vib card to this account?
I have a VIB card from shopping in store but want to link it up to my online account.. how do i do this? thanks!
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Re: How do I add my sephora vib card to this account?
Hi @RPower, I am sending you a PM right now to help with this. All my best, Megan
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Re: How do I add my sephora vib card to this account?
I have a VIB insider card but I can't seem to add it to my account so it keeps showing up as 0 points from my old card. Can someone help fix this so I can use my points online! Thanks
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Re: How do I add my sephora vib card to this account?
Hi I recently got the VIB card and I need help adding it to my online account. Would you please help me with this? Thank you for your time I appreciate it.
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Re: How do I add my sephora vib card to this account?
@Adrianna80,    I'll send you a private message to assist you.   -Mali
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Mine was only good for a little spray. I just thought tha...
Mine was only good for a little spray. I just thought that's how it was made.
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Is the tracking tool very accurate?
This is my first time ordering an item online so I'm not familiar with shipping times and how well the tracking info works. When my order first shipped I was able to see it change locations at what I ...
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Wrong beauty samples always now!!
You promise 3 picked-ourselves beauty samples with every order. Since summer, I’ve received none of the samples that I’ve selected! I understand that stock can run low and you need to substitute, but ...
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Re: Wrong beauty samples always now!!
Hi @Middleofnowhere, I'm sorry to hear you've been receiving the incorrect samples in your order! I'll send you a PM in just a moment to assist you further. Always, Danee
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RE: Re: Wrong beauty samples always now!!
Danee, how do I find that private message??
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Wrong samples, you sent me email asking for my email, then nothing
I complained last week that for the past 6 months ive not been getting the samples I selected. I received an email from someone who ASKED ME FOR MY EMAIL ADDRESS (???). I replied; then nothing. What has happened to your customer service??
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RE: Wrong samples, you sent me email asking for my email, then nothing
I see the email said that I was sent a private message. Where do I find that private message? It was January 7. There’s no way I can scroll all the way back to find my original post. Help!!
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IN PROCESS.....
Anyone have any luck getting your order shipped? Like a lot of you I placed an order Jan 13th and it still says I process. This was my first online order. Does this happen frequently?
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money spent reset delay VIB process
The amount of money I have spent has reset I should be VIB status right now it has only counted my two recent orders. Including all of my orders and purchases I have spent over $350.
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Re: money spent reset delay VIB process
Hi @Emma2002xox I'm sorry for the confusion! In order to qualify for VIB status, you need to spend $350 within a calendar year as your spend total resets to $0 on Jan 1st.
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What's actually in the new Give Me Some Nude Lip?
The picture and the description on the new "Give Me Some Nude Lip" don't match. I was wondering which is correct. https://www.sephora.com/product/give-me-some-nude-lip-P428230?skuId=2033165&om_mmc=ret...
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Re: What's actually in the new Give Me Some Nude Lip?
Hi Guys, We have confirmed that the items in the set are what is pictured and hope to have the site updated soon. The set includes: 2 mL / 0.07 fl oz BUXOM Full-On Lip Polish in Sugar1.5 g / 0.05 oz H...
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Just came here to ask the same question, as the brands ar...
Just came here to ask the same question, as the brands are different. I hope they respond soon, would love the kit as pictured!
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Re: What's actually in the new Give Me Some Nude Lip?
Hi @purly, Thank you for bringing this to our attention! I'll find out for you and will get back to you here as soon as I know more. Best, Mali
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Frustrated with recent VIB rouge line customer service
Given how they now treat customers, delay shipping orders and switch them from 2-day ship to regular shipment that takes forever, and fail to include samples with multiple orders, may be a good time t...
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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
@ZannaBT how do i dm you?
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Website Error- 400 Bad Request
Customer Service? The website doesn't work. Every time I try to use it I get this message "Your browser sent a request that this server could not understand. Size of a request header field exceeds ser...
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