PLAY! By SEPHORA Box Versions: Your Questions Answered

[sephoraadmin2]

Hi PLAY! by SEPHORA subscribers,

Some of you have been wondering how we curate each of our boxes, so we wanted to let you know how it works!

Every month, our team of beauty experts determine a selection of products around a theme or trend. We then take these products and create different box versions. Because we want you to love all of the deluxe samples you receive, we then choose which version would work best for you based on the answers you provided in your PLAY! PROFILE. This way, the products you receive are appropriate for your beauty needs.

Still have questions about how we determine what goes into your PLAY! by SEPHORA box? We want to hear from you! Check out the FAQs and chat with us below.

Q: How does PLAY! by Sephora decide which products to send to subscribers each month?

A: PLAY! By Sephora curates a selection of products every month that align with a particular beauty theme or trend we’re loving. From here, we develop box versions – which vary based on different beauty preferences like skin tone and hair. Then, we target these box versions to each subscriber based on his/her PLAY! PROFILE. We always try and send you the box that we believe is best for you.

Q: What if I don’t like the products I received in my box?

A: If you’re not sure about why you received a certain product in your box, we encourage you to take your PLAY! PASS to your local Sephora and ask for a personal, one-on-one consultation with one of our Beauty Advisors. This is one of the many perks you get with PLAY!. In-store, a Beauty Advisor can help you find a similar or complimentary products. They will even make you a custom sample so you can try it out at home.

OR, if you can’t make it to a store, you can always call or shoot us an email us: 1-844-PLAY-HLP or playhelp@sephora.com.

Q: What is the PLAY! PROFILE and how do I update my information?

A: The PLAY! PROFILE captures your beauty preferences and concerns. We use your PROFILE answers to determine which box version is best for you each month. To update your PLAY! PROFILE, first go to My Account and then click on the My Information in left navigation. From here, you can your PROFILE information like hair type, skin concern, and skin tone.

Q: What if one of the products in my box is broken, damaged or missing?

A: If you have a problem with your box, you can always call our PLAY! phone extension at 1-844-PLAY-HLP or email us at playhelp@sephora.com. We’re here to help!

[Mickmoo]

I also think we should be able to apply the Play points online -- not just in store. I'm recently disabled and am unable to stand much and can only manage walking short distances on good days. So, I do all shopping online now. It's a hassle to try to shop in stores and I have to depend on my husband. It is not fair to those of us that can not shop in stores due to disability or for those that do not live near a Sephora store. 

I've been frustrated with my boxes lately. I seem to always get a hair sample and never use them. I also never use the perfume samples as I'm sensitive to most. 

I wish I knew what to tweak in my profile in order to stop getting hair products every month. 🤗

[missdarcy]

You can get your points redeemed if you call customer service after you've made an online order. It is frustrating that there's not an easy way to do it, but it's at least possible to get the 50 extra points!

[Malificent]

I agree. Points should be applied automatically when making a purchase .

[Tiffany5614]

I would love that too, I NEVER get to go anywhere I'm so busy with So many kids all the time too. I only shop online and it makes me upset the past 8 months I been getting sephora play I never get to use my points 😞

[Anonymous]

I agree as well. The closest Sephora near me is 2 hrs away and that's why I shop online!! I'd rather have my points to use online as well!

[lesleyx]

I completely agree! I like shopping from home, so I wish we could redeem with a purchase.

[mfavata]

Agreed!!

[Anonymous]

Or you get the box so late you don't have time to use it.

[cara80]

I've been getting the box since April and almost every month I get a mascara and matte liquid lipstick!  This last month, August, the only makeup product I got was mascara and in April the only makeup product was a black eyeliner.  I'm doing Sept and if this doesn't change, I'm cancelling.  I thought I would be getting new and interesting products but for the most part, it seems like everything included are items that nobody talks about.  Nothing noteworthy.  

[lizgvb]

Last months skin care product was 🔥 the method polish by Dr. Lancer to me only that item was worth it.

[Anonymous]

I have only had 2 months but only got one mascara . I guess all boxes not the same ?

[cara80]

No, they're not all the same. Each month they have about 4 different boxes to send out. It's just frustrating that in each box I've received, the products are essentially the same. I've never received any foundation, eyeshadow, powder or blush. Everything is mascara and matte liquid lipstick. Sept will be my last month if this doesn't change.

[angelicasuffo]

This is my first month with the play box and I ended up having a refund because of the inappropiate products I have received. On the quiz, I indicated that I am light skin and I received products for dark skin color. And after seeing the video of this month's box, I noticed of all the good things I could have received and I didn't. Super disappointed, I'll try one more month.

[manda207]

Super disappointed to see the video and the awesome products that I could have gotten. My hair is super short pixie style almost so a volumizer mist isn't my fav, but I use dry shampoo constantly! I also didn't get the concealer, which now Im regretting. As I was watching the video I was so excited, I thought maybe I had missed something in my playbox. Unfortunately I hadn't, and most of the products will go unused. 😞 To top it all off I had to fight just to cancel and re-order my box (due to my credit card being stolen and cancelled when they tried to run it). Im sad to say as exciting as the playboxes sounded they're turning into more of a disappointment than anything.

[Patience724]

It says you use customers beauty profile, but you do not. Why the false advertising?

[ZoeDoan]

I received very deep shades for the Hourglass stick foundation and Kat Von D concealer although I edited my Play profile skin shade is light very long time ago. So I pay $10 for 5 samples and there are 2 of them that I can not use at all. Any solutions? 

[NicknameJr]

I didn't get the hourglass, I did get the Kat von D concealor, which was the right colour, thank goodness.

[Reneeland]

Same here 😞

[TPatter]

Same with me but opposite my hourglass shade was wayyyy to light so now I use it as a concealer. 

[wired2music]

Exact same thing happened to me. Really disappointing as this is my first box too, but the samples are waaaay too dark to use.

[chilayan]

Me too