customer service help
Orders & Returns
My Account Help
Beauty Advice & Offers
Play! By Sephora
Problems With Checkout
Shipping Address Errors
If you receive the following error message on the Shipping Address page, please check the address that you entered for typos, misspellings, or abbreviations. Also check for unnecessary spaces in the address fields:
"We have encountered one or more errors with this shipping address: Invalid Zip, City and State Combination. Please check your entry and try again. In most cases, spelling errors, extra spaces, and/or abbreviations in the city field cause this error message."
We validate the entered shipping address against postal software that does not recognize spaces at the end of the address line.
Go to www.USPS.com and click on Find Zip Codes. You can enter the first line of your street address, city, and state, and USPS will return the standard zip code and correct entry of your city, state, zip combination.
Billing Information Errors
Here are some helpful suggestions if you receive one of the following error messages on the Billing Information page:
Error Message 1
"Invalid Zip, City and State Combination. Please check your entry and try again. In most cases, spelling errors, extra spaces, and/or abbreviations in the city field cause this error message."
If you receive this error on the Billing Information page, please check the entered address again. We validate your billing address against postal software that does not recognize spaces at the end of the address line.
Helpful Hint: Go to www.USPS.com and click on Find Zip Codes. You can enter the first line of your street address, city, and state, and USPS will return the standard zip code and correct entry of your city, state, zip combination.
Error Message 2
"The billing information that you entered does not match your credit card information. Please verify your billing information to ensure that it matches your credit card billing address (i.e., street/city/state/zip address must match EXACTLY)."
If you receive this message after you have attempted to submit your order, you may want to check the following:
1. Ensure that there are no typos or misspellings with your name, street address, city, state, and zip code.
2. Verify that your billing address on your credit card bill is exactly the same as you have entered.
3. Call your issuing bank to ensure that your bank has recently updated their online transaction database. In some cases, the address they have entered into their online address verification system is outdated.
4. You may want to try an old address, because in some cases, it takes awhile for banks to update their information. Addresses up to two years old can be authorized successfully.
** Please be aware that with each submission, you may place another hold on your funds for the total amount of the order. In many cases, submission with a valid credit card number with an incorrect billing address will still result in a hold on your account. If this occurs, please note that those authorizations will drop off your account within 2 - 4 business days depending on your issuing bank. Please contact your bank for further questions.
Error Message 3
"We are unable to process your order at this time because the payment processing system is unavailable. Please try again later."
On rare occasions, the issuing bank verification system or our partner online verification system is down. At these times, no authorizations or transactions can be processed. Please note that these outages can last for a few minutes to an hour. No authorizations or holds on your funds will be processed and nothing will be charged to your card. We recommend that you attempt to place your order again in an hour or contact our Customer Service department.