PLAY! by SEPHORA FAQs
PLAY! by SEPHORA is a monthly beauty subscription box program. Each month we deliver stellar samples, a PLAY! BOOK of tips and tricks, and a PLAY! PASS to redeem for 50 bonus Beauty Insider points with any full-size purchase.*General Questions
Returns & Cancelation
PLAY! Date & PLAY! Pass
Q: When will I be billed and when will I receive my PLAY! box?
A: Billing: For existing subscriptions, you will be charged the monthly fee and applicable sales tax for your recurring subscription between the first and fifth of each month. New subscriptions may be processed up until the 15th of the same month depending on box availability. If the current month’s box is out of stock, you will be charged between the first and the fifth of the following month.
Shipping: All PLAY! by SEPHORA boxes will arrive between the 15th-25th of every month. You will receive an email when your box ships, so you can track it to your doorstep.
Q: What does a subscription to PLAY! by SEPHORA include?
A: Inside each month’s box, you’ll find:
Q: Sounds great! How do I subscribe?
A: PLAY! by SEPHORA is in very high demand, and we are adding new subscriptions throughout the month as we grow. Click here to see if there are currently any available. If all spots are taken, be sure to add your email to the back in stock email alert. We’ll notify you as soon as new spots open up!
Q: I submitted my email be notified when new spots become available. Now what?
A: You will be notified by email when new spots open up. You can then click through from the email to claim your spot and subscribe. We add new subscriptions throughout the month, so you will most likely be hearing from us soon!
Q: Where does PLAY! by SEPHORA ship?
A: PLAY! by SEPHORA is currently only available in the U.S. and can ship to any address in the 48 contiguous United States. We cannot ship to APO/FPO addresses or addresses in US territories at this time; however, we are working to change this and will let you know as soon as we begin shipping to these areas.
Q: Do I pick the samples I receive?
A: The PLAY! by SEPHORA experts curate a selection of prestige products each month, so you don’t have to choose anything! We know beauty isn’t one-size-fits-all, so each month we choose which of these products we think are best for you, based on the answers you provide in your PLAY! PROFILE. In order to help us learn more about your beauty preferences and needs, be sure to complete your PLAY! PROFILE, which you can access at your Subscriptions in your account. If you have any questions, chat with us on BeautyTalk.
Q: Why are some of the products in my box different from those that other subscribers received?
A: We know beauty isn’t one-size-fits-all, so each month we choose which of these products we think are best for you, based on the answers you provide in your PLAY! PROFILE. In order to help us learn more about your beauty preferences and needs, be sure to complete your PLAY! PROFILE, which you can access in your Subscriptions page in your account. If you have any questions, chat with us on BeautyTalk.
Q: Can I purchase a PLAY! BOX without a subscription?
A: No, sorry! At this time, the only way to receive a PLAY! by SEPHORA box is by subscribing to the program.
Q: Can I purchase boxes from past months?
A: Every box is specially curated each month, so they are not available for purchase at later dates. You can, however, purchase full-size versions of products that were featured in previous boxes on the Shop PLAY! page.
Q: Where can I find more information about PLAY! by SEPHORA?
Q: How can I learn more about the products I received in my box?
A: The PLAY! BOOK that is included inside each box introduces you to each product, and also contains tips to help you get the most out of each one. You can also uncover more tips, tricks, and how-tos by:
PLAY! DATE AND PLAY! PASS
Q: How do I use my PLAY! PASS?
A: You can take your PLAY! PASS each month to your local Sephora or Sephora inside JCPenny and redeem it for 50 bonus Beauty Insider points with any full-size purchase.* Plus, you can also use it to receive a free one-on-one tutorial to learn how to apply the current month’s products. Just ask one of our Beauty Experts, and they will walk you through each of the products in your box, showing you how to use them in the way that is best for you. While having your PLAY! PASS is obligatory to receive your tutorial, bringing in your entire box is not necessary.
What are the restrictions?
A: Each PLAY! PASS can only be used once, and expires at the end of the following month (for example, a PLAY! PASS for the month of September would expire on 10/31). It may only be redeemed in a US store by a PLAY! by SEPHORA subscriber with purchase. For more details, please see the PLAY! PASS disclaimer on the back of your PLAY! PASS.
Q: What is a PLAY! DATE?
A: If you want even more beauty, our PLAY! DATE gives you and a friend the opportunity to come in-store and learn how to use and apply the products in your box. You’ll be able to sample and play with even more must-have products, discover pro beauty tips and tricks from Sephora experts, and master your favorite looks using the current month’s selection of products.
When and where are they hosted?
A: PLAY! DATE meetups are held at select locations across the country. To see if there is a PLAY! DATE happening soon near you, click on RSVP now in the PLAY! DATE section of the In-Store page at Sephora.com/play-in-store-experience.
Q: Can I subscribe to PLAY! by SEPHORA in a Sephora or Sephora inside JCPenney store?
A: Right now, the only way to subscribe is at Sephora.com/play.
Q: Can I purchase a subscription as a gift?
A: We’re glad to hear you want to share PLAY! by SEPHORA with friends! Unfortunately, at this time you can only purchase a subscription for yourself.
Q: Do I need to do anything after I subscribe to receive my box?
A: We’d love to learn a little about you! After signing up, be sure to complete your PLAY! PROFILE on your Subscriptions page in your account. Your box will still arrive if you don’t.
Q: How do I update my subscription shipping address or billing information?
A: You can make adjustments to your shipping address or billing information by going to your Subscriptions page. Your Play Subscription information must be changed before the first of the month to affect the current month’s box. For example, if you would like to update your subscription details for the June box, you will need to do so by May 31st.
Q: Can I skip a month?
A: Not at this time. PLAY! by SEPHORA boxes will arrive monthly and cannot be skipped or put on hold. If you need to cancel your subscription, please see our cancelation policy below.
Q: Will Canadians have an opportunity to subscribe?
A: PLAY! by SEPHORA is not currently available in Canada; however, we will keep you posted on any plans for expansion.
RETURNS AND CANCELATION
Q: Can I return items from a box?
A: Products included in a PLAY! by SEPHORA box are handpicked each month, so we are unable to offer returns or exchanges on the box or the items. If something is missing or damaged, please refer to the questions below.
Q: I received a box with missing samples. What should I do?
A: Please let us know! Give us a call at 1-844-PLAY-HLP so we can correct the problem.
Q: I didn’t receive this month’s box. What should I do?
A: Please check your box’s tracking record, which is provided with each box’s shipment confirmation email. If you are still unable to locate your box, please call us at 1-844-PLAY-HLP so we can determine a solution.
Q: What is the cancellation policy?
A: You may cancel your subscription at any time by following the instructions on your Subscriptions page in your account or by calling Customer Service at 1-844-PLAY-HLP. As of May 1, 2016, cancelations must be made before the first of the month to affect the current month's box. If you cancel after the first of the month, you will be charged for and receive that month's PLAY! by SEPHORA product box, which will be your final one. For example, if you would like to cancel and not receive the May box, you must do so by April 30. There is no cancelation fee, and we'll be sorry to see you go!
Q: How can I track my order?
A: You will receive an email each month with your order number and tracking information when your box is on its way.
Q: How much does shipping cost?
A: Nothing! It is included in your monthly subscription fee.
Q: Where does PLAY! by SEPHORA ship?
A: PLAY! by SEPHORA is currently only available in the US and can ship to any address in the 50 United States. We cannot ship to APO/FPO addresses or US territories at this time; however, we are working to change this and will let you know as soon as we begin shipping to these areas.
Q: When will I receive my box?
A: All PLAY! by SEPHORA boxes will arrive within a three to five day period around the 20th of every month. You will receive an email when your box ships, so you can track it to your doorstep.
Q: I have Sephora FLASH. Does this affect my shipment?
A: Currently, FLASH membership does not apply to shipping for PLAY! by SEPHORA.
Q: What are the dimensions of the PLAY! by SEPHORA shipment?
A: The shipping carton measures 7 1⁄2"" x 7 1⁄2"" x 2 1⁄4"".
Q: When will I be billed for my subscription?
You will be charged the monthly fee and applicable sales tax for your recurring subscription between the first and fifth of each month, except in some instances, when you order between the first and the fifteenth day of a month, and we are able to ship your first box during the month in which you sign up. In that event, you will be charged the monthly fee and applicable sales tax for your first month’s box on or about the sixteenth of the month, after which, standard billing will resume. For example, if you sign up on January 5 and we have inventory to make January your first box, you will be charged for the January box on or about January 16. You will be charged for the February box on or about February 1 – February 5. If we are unable to complete a charge we may retry at a different time that month.
Q: What payment methods can I use?
A: You can pay using a debit card, a credit card or PayPal. We accept Visa, MasterCard, American Express, and Discover Card. At this time we are unable to accept JCPenney Credit Cards, online credit, eGift cards, gift cards, or any other payment method for PLAY! by SEPHORA subscriptions.
Q: Do you charge sales tax?
A: If applicable, sales tax will be added to your monthly subscription fee.
Q: Can I use a promo code when purchasing my subscription?
A: Currently, promo codes do not apply.
Q: Do I receive Beauty Insider points with my purchase?
A: Yes! Your monthly subscription fee qualifies for Beauty Insider points. Also, each month you can show your current PLAY! PASS when purchasing items in store to receive 50 bonus points. Each PLAY! PASS can only be used once, and expires at the end of the following month (for example, a PLAY! PASS for the month of September would expire on 10/31).
Q: What happens if my payment fails?
A: We will send you an email to let you know that you need to update your account details to not miss out on the upcoming box. You can update your details by going to your Payments & Credits page or contacting Customer Service at 1-844-PLAY-HLP. You must update any necessary shipping or billing details by 11:59pm PT on the 7th of the same month to receive this month’s box. If this information is still not updated by 11:59pm PT on the 15th of the same month, you will be auto-cancelled from the program. Due to high demand, if you fail to update your payment details when you are notified, we will cancel your PLAY! subscription.
Q: How do I review the products in my box?
A: We love hearing what you think! You can review any of the products you receive the same way you would for items purchased at Sephora stores or Sephora.com. To review an entire box, click here.
* Pass must be redeemed in store by PLAY! by SEPHORA subscriber with purchase to get bonus points. Pass expires after 30 days as indicated on PLAY! PASS If you redeem multiple passes in a single store visit, you will receive only 50 bonus points. Passes are not transferable and have no cash value. Subscribers should expect their BI accounts updated within 24 hours of purchase. All aspects of consultation are at the discretion of the store cast member. Pass is valid in any US Sephora Store and Sephora inside JCPenney Store.