FAQs

General Topics

Where is my order?

You can access your order status and history by signing in and viewing in your account. You may also reach us for status updates, 24/7 at 1-877-310-9222 or email us.

How do I change or cancel my order?

Please contact us within 1 hour of order placement via our 24/7 toll-free number 1-877-310-9222. We will do our best to accommodate your request to change or cancel your order. Once an order is processing we regret that it cannot be changed or cancelled.

Can I return or exchange an item?

If for any reason you are not completely satisfied with your Bobbi Brown Online purchase, simply return the unused portion and we will be happy to remit your account for the amount of the purchase. If you prefer, you may exchange it for another item (s). If you wish to return or exchange an item purchased at Bobbibrown.com, please click here for step by step directions. Please note that Bobbibrown.com eGift Cards cannot be returned or exchanged.

Do you ship internationally?

Bobbibrown.com is currently unable to accept orders shipping to destinations outside of the U.S and Canada. We apologize for any inconvenience. Please visit our International store locator.

Why is my favorite product discontinued? Can I still purchase it?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. We are happy to assist you in finding a suitable alternative. Chat Live with our Bobbi Brown Online Artists.

For assistance in locating a discontinued product for purchase, please contact our Corporate Headquarters via telephone at 1-800-216-7173 between 9 am and 4 pm ET, Monday through Friday on business days and ask to speak with a member of our Gone but Not Forgotten team will be happy to assist you.

 

Can you tell me about the Gone but Not Forgotten program?

Let us help you find your favorite product! To learn more about how our Gone But Not Forgotten team might help you locate your product, please visit us at http://elcompanies.com/Pages/Gone-But-Not-Forgotten.aspx. You may also Chat Live with our online Artists for suggestions on similar alternatives.

How can I get an ingredient listing?

If you would like ingredient information on specific Bobbi Brown products, kindly contact our Consumer Care team at 1-888-303-7615 (9 am – 4 pm ET Monday –Friday) or select Product Advice button on the Contact Us page and then select "Concerns about an Ingredient" to send us an email.

Can you send me samples?

Regrettably, samples are not available for general distribution. Samples are available periodically during special offers and also at checkout when you are making an online purchase. If you are unsure about which products are right for you, we are happy to assist with expert recommendations and advice. Chat Live with a Bobbi Brown Makeup Artist.

Do you test on animals?

At Bobbi Brown, the safety of our consumers is our highest priority. We utilize the latest advances in non-animal safety testing and human volunteer testing to deliver products of the highest safety and quality to our consumers.  We do not test our products or ingredients on animals, or ask others to test on our behalf, except where required by law.

To learn more: http://bit.ly/1kUEwld

Do you offer bridal or private appointments?

Bobbi Brown offers consultations at all of our Bobbi Brown locations. Consultations offer you the opportunity to work with a professionally-trained Bobbi Brown Makeup Artist. If you prefer, you may chat or email us and an Online Bobbi Brown Makeup Artist will provide tips and recommendations for your special day.

Where can I buy Bobbi Brown near me?

Access our Store Locator to find a store near you where Bobbi Brown Cosmetics are available.

How can I apply to be a Bobbi Brown Makeup Artist?

For information about applying to be a Bobbi Brown Makeup Artist, please click here.

What should I expect if I purchase a "Pre-Order" item?

Pre-Order is the ability to reserve a product prior to its official launch date. When you purchase a Pre-Order item, we will provide an estimated ship date for that item on your order confirmation email; this date is also visible in the Order History section of your account. Pre-Order items may ship separately from other items in your order, and you will receive a shipping confirmation email when the shipment occurs.

When will I be charged for a Pre-Order purchase?

Bobbi Brown Cosmetics does not charge your credit or debit card until your item(s) has shipped. However, prior to shipment, your debit or credit card statement may show an “authorization hold,” which may look similar to a deduction from your account. These funds have not been deducted but are instead being reserved within your account to ensure that your order can be processed. The authorization hold will typically last from three to seven days, depending on the policy of your bank or card issuer.

What if I lose my eGift Card? What if someone makes a copy of my printed eGift Card?

We are not responsible for lost or stolen gift cards. At our sole discretion, eGift Cards will be replaced if lost or stolen, only with proof of purchase. Notwithstanding the foregoing, only unused balance of lost or stolen cards may be replaced.

Can't find the answer you are looking for?

Contact Us via email, phone, or live chat for assistance.

Deletion of User Content

If you wish to delete your user content, such as your ratings and reviews posting(s), on our website or in connection with our mobile applications, please contact us by email at bobbibrownservice@bobbibrown.com and include the following information in your deletion request: first name, last name, user name/screen name (if applicable), email address associated with our website and/or mobile applications, your reason for deleting the posting, and date(s) of posting(s) you wish to be delete (if you have it). We may not be able to process your deletion request if you are unable to provide such information to us. Please allow up to 10 days to process your deletion request.

Auto-Replenishment

Welcome to the most frequently asked questions for our Auto Replenishment subscription ordering program (“Auto Replenishment”). These FAQs, together with our Terms & Conditions, describe and govern your and our respective rights and obligations for the Auto Replenishment program.

I. What is Auto Replenishment?

The Bobbi Brown Auto Replenishment program is the most convenient way for you to get the products you want delivered to you on a regular schedule. The service is easy to use and customizable, so you can make changes online whenever you need. And, you’ll receive free shipping on all Auto Replenishment orders!

Your Auto Replenishment orders will ship automatically until you affirmatively cancel your subscription.

You always have complete control over your Auto Replenishment orders. You can change your delivery frequency, next order date, or quantity at any time by visiting ‘Auto Replenish’ located within your account page. Changes to orders can be made any time prior to 24 hours of the next scheduled shipment date and you can cancel at any time. For subscriptions that ship every month we send an email reminder 10 days before each order is scheduled to ship. For subscriptions longer than one month, we send an email reminder 30 days before each order is scheduled to ship.

II. How do I join Auto Replenishment?

Joining Bobbi Brown’s Auto Replenishment is easy; it can be done while browsing a product page or reviewing items in the shopping cart. To subscribe, simply select the Auto Replenishment option for your desired product, select your preferred frequency, and then check out as normal.

III. What will happen after I join Auto Replenishment?

After you join Auto Replenishment, you will receive an email confirming your subscription. This email will include a link to access the ‘Auto Replenish’ section in your account where you can manage your future orders, Auto Replenishment subscriptions, and Auto Replenishment account information.

We will process your Auto Replenishment orders automatically at your selected frequency and you will only be billed on the day the order is shipped. For subscriptions that ship every month, we will send you an email reminder 10 days before each Auto Replenishment order. For subscriptions longer than one month, we send an email reminder 30 days before each order is scheduled to ship.

You will also receive email notifications regarding other important information related to your Auto Replenishment account, such as if your item is discontinued or out of stock, if you cancel your subscription, and confirmation when an order is placed successfully.

IV. How do I cancel or make changes to my Auto Replenishment?

Once you’ve joined, Auto Replenishment is easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the ‘Auto Replenish’ section in your account. Please allow up to 24 hours for modifications or cancellations to be processed. You must affirmatively cancel your subscription to avoid being charged for future Auto Replenishment orders.

Change an order date:
To change your next order date, please visit the ‘Auto Replenish’ section within ‘My Account’ and click the ‘Change Date’ button to the right of the next order date, then select a new date for your order. This will change the order date for the entire order.

Skip an order:
To skip a subscription order, visit the ‘Auto Replenish’ section within ‘My Account’ and click the ‘Skip Order’ button to skip the entire order.

Change shipment frequency:
To modify the delivery frequency for a subscription item, please visit the ‘Auto Replenish’ section within ‘My Account.’ To change the delivery frequency for an individual item, simply click the frequency dropdown next to the item and select your next desired frequency from the dropdown menu.

Cancel subscription:
To cancel a subscription item, please visit the ‘Auto Replenish’ section within ‘My Account’ and click ‘Pause Auto Replenishment’. You’ll be prompted to confirm this action and indicate your reason for cancelling.
Once you’ve selected a cancel reason and clicked the ‘Pause Auto Replenishment’ button, your subscription will be cancelled and no future orders will be placed unless you reactivate your subscription. You will receive an email notification confirming this action.

Please allow up to 24 hours for any modifications or cancellations to be processed.

V. How do I combine items to be in the same order?

Auto Replenishment items that have the same order date, shipping address, billing address and payment method will ship as one order.

If you have more than one Auto Replenishment item and want the items to ship in the same order, simply visit the ‘Auto Replenish’ section within ‘My Account’ and change the next order dates to be the same. Also, confirm the orders are going to the same shipping address and have the same billing address and payment method.

VI. Can I add items to my next order with an existing subscription?

Yes! To do so, you must be logged into your account. Visit the item’s page you wish to add to your order, and find the ‘Add To My Order’ button. When you click this button, you will have the option to add the item as a one-time only purchase, or as a subscription.

VII. What types of payments are accepted for Auto Replenishment? 

All Auto Replenishment subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted. Future Auto Replenishment orders will be charged to the default credit card associated with your account.

Bobbi Brown Club Loyalty Program

Last Updated: September 6, 2019

Bobbi Brown Club Loyalty Program FAQs

1. What is the Bobbi Brown Club? +
As a member of the Bobbi Brown Club rewards program, you can enjoy exclusive perks, earn points when you shop and get free shipping on every order when you become a Bobbi Brown Club member.

2. How do I join the Bobbi Brown Club? Does it cost anything? +
You can join Bobbi Brown Club by signing up at https://www.bobbibrowncosmetics.com/ and following the prompts to register. In order to sign up, you must provide your email address and create a password. There is no cost to join.

4. What am I agreeing to by joining the Bobbi Brown Club? +
By becoming a Bobbi Brown Club member, you acknowledge that you have read, understood and agree to be bound by the Program Terms & Conditions and by the terms of our Privacy Policy, website Terms & Conditions and by any changes or modifications we may make.

5. What terms govern the Bobbi Brown Club? +
Please refer to the Bobbi Brown Club: Terms & Conditions of Participation for the full list of program terms.

6. How does the Bobbi Brown Club work? + For every dollar you spend on bobbibrowncosmetics.com within a single year from the date you enroll, you will earn a point towards exclusive benefits and rewards, like free shipping, birthday gifts, member events and more insider perks. There are 3 membership tiers:
• FAN = 0–199 points
• ENTHUSIAST = 200–599 points
• LOYALIST = 600+ points

When you join, you will be automatically placed at the Fan tier and be eligible for all its associated benefits. Once you earn at least 200 points in your first year, you will be automatically moved up to the Enthusiast tier. If you earn 600 points or more in your first year, you will qualify for the Loyalist tier.
Your status at a particular tier is valid for the year in which you qualify for that tier and the following full year. After that, you will need to earn enough points to qualify for that tier each year. For example, if you qualify for the Enthusiast tier during your first year, you will maintain Enthusiast status during your second year. But, if you earn less than 200 points on eligible purchases and qualifying activities during your second year, you will drop back down to Fan status for your third year.
The higher the tier, the better the rewards.

7. What benefits do members receive? +
As a member, you earn points that determine your tier and associated benefits and rewards.
Points Benefits: At different point levels, you will redeem product rewards that can be used in conjunction with a purchase on bobbibrowncosmetics.com. These rewards are based on the total number of points you have accumulated in a single year as listed below. You must redeem your product rewards per transaction on bobbibrowncosmetics.com. You must unlock your available points prior to your anniversary date, or the available rewards will expire. On your anniversary date, your points reset to 0 and you start accumulating new points and earning new rewards.

Below are the rewards based on the accumulated points:
• 100 Points – Get a free deluxe size product reward (up to a $15 value) with purchase.
• 200 Points – Get 20% off 1 purchase (once per year).
• 400 Points – Get a free full-size product (up to a $60 value) with purchase.
• 600 Points – Get a free product (up to a $100 value) with purchase.
Tier Benefits: Certain benefits are based on the tier reached, and you are eligible for these benefits while you are at that tier, regardless of the number of points you currently have. Tier benefits can only be redeemed at bobbibrowncosmetics.com with the exception of exclusive bonus-points events and VIP events or as otherwise noted. On your anniversary date, even though your points reset to 0, your initial tier status for the year is determined by the total number of points you earned in the prior year.

Fan: 0–199 Points
• 15% off your first bobbibrowncosmetics.com purchase.
• 2 complimentary samples at checkout (available to all customers).
• Foundation try-at-home service (available to all customers).
• Earn 10 points (capped at 50 points per year per member) for writing product reviews on bobbibrowncosmetics.com that get published. In order to earn points, you must be logged in to your account before posting.
• Earn 20 points for each order fulfilled through Auto-Replenishment at bobbibrowncosmetics.com.
• Earn bonus points per order made on bobbibrowncosmetics.com during exclusive bonus-points events.
• Free standard shipping.
• Birthday gift: $10 off $30 order or more (valid once per year during your birthday month).
Enthusiast: 200–599 Points
All Fan benefits, plus:
• Birthday gift: $30 off $31 order or more (valid once per year during your birthday month).
• Early access to events and product launches.

Loyalist: 600+ Points
All Fan and Enthusiast benefits, plus:
• Birthday gift: $50 off $51 order or more (valid once per year during your birthday month).
• Free 2-day shipping (with a $100+ purchase).
• Access to VIP member events (dependent on market): member events at counters or freestanding stores, invites to fashion shows, and to influencer events.
 

8. How do I earn points? +
To earn points, you must be a member of the Bobbi Brown Club.
You must also: (1) be signed in to your online account at bobbibrowncosmetics.com at the time of purchase; or (2) provide your email address when purchasing on bobbibrowncosmetics.com. If you are not a member of the Bobbi Brown Club at the time of purchase, you must enroll at bobbibrowncosmetics.com within the next 24 hours, using the same email address you provided at the time of purchase, in order to be eligible to earn points on that purchase.
Bobbi Brown Club members receive 1 point for every U.S. Dollar ($1) spent on eligible purchases on bobbibrowncosmetics.com. Eligible purchases include regular-priced merchandise and exclude eGift cards, sales tax, state fees, discounts, shipping and delivery charges and/or other excluded charges specified by us from time to time.
Members will not receive points or benefits from retail purchases made at airport store locations or from purchases made at retailers. Purchases made outside of the United States are also not eligible for the Bobbi Brown Club.
In addition to these purchases, here are more ways to earn points at bobbibrowncosmetics.com:
• Earn 10 points (capped at 50 points per year per member) for writing product reviews on bobbibrowncosmetics.com that get published. In order to earn points, you must be logged in to your account before posting.
• Earn 20 points for each order fulfilled through Auto-Replenishment at bobbibrowncosmetics.com.
• Earn bonus points per order made at bobbibrowncosmetics.com during exclusive bonus-points events.
On each anniversary of your enrollment date, your accumulated points for the previous year will expire and your points will reset at 0. Please refer to section 9 for more details on your points.
*All points are pending until your order ships.

9. Why have my points disappeared? +
Your points should not disappear. When you redeem your product rewards the available points in your account will remain based on the amount of points you have earned. If your points disappear please contact Customer Service at (877) 310-9222.
Points are valid for one year from your Bobbi Brown Club anniversary date. On your anniversary date each year, your available points expire and reset to 0 and you start accumulating new points to redeem your product rewards.
On your anniversary date, even though your points reset to 0, your tier status is determined by the number of points earned in the prior year.

10. What is my Bobbi Brown Club anniversary date, and where can I find it? +
This is the anniversary of the date when you enrolled in the Bobbi Brown Club, and it occurs on a 12-month cycle. For example, if you joined the Bobbi Brown Club on November 15, 2019, your anniversary date would be November 15, 2020, and every November 15 of each following year.
Your anniversary date is shown in your Bobbi Brown Club account [link to loyalty account] page.

11. Why is my current tier status not reflected by my current points? +
In year one of your Bobbi Brown Club membership, your tier status is determined by the points you accumulate during that first year. After year one on your anniversary date, your points reset to 0, and you can start earning point benefits again. The points you accumulated during the prior year of membership determine your initial tier status for the next year, and you are eligible for those tier benefits regardless of the number of points you have.

12. How do I check my account status/tier and track my points online? +
You can check your Bobbi Brown Club status by visiting your account online at bobbibrowncosmetics.com, where you can track your current points, tier and available benefits. All points are pending until your order ships.

13. How long does it take for my purchases to accrue points?
It may take 24–48 hours from the time your order ships. If points have not been credited to your account within this timeframe, please contact Customer Service at (877) 310-9222.

14. What happens to my Bobbi Brown Club benefits and/or points if I return a product or if an order is cancelled? +
Any product that is returned or any order that is cancelled will reverse the points you received from that purchase. If you moved up to a new tier on that order, your tier will also be adjusted accordingly.
If it is found that an order is obtained through fraudulent or other activity that violates the Bobbi Brown Club Terms & Conditions, those points and your tier status, if applicable, will also be reversed. [add links]

15. How do I redeem my benefits and rewards? +
Your Bobbi Brown Club benefits and rewards can only be redeemed on bobbibrowncosmetics.com at checkout with your purchase, except for bonus-points events and VIP member events. You will find your eligible offers and rewards (with offer codes if applicable) listed in your personal account. Details on event rewards will be provided for each event when the time comes.
Rewards can only be redeemed when making a purchase on bobbibrowncosmetics.com, except for bonus-points events and VIP member events. You must be logged in to your account to redeem your benefits and rewards.

16. How do I receive my birthday gift? +
If you have entered your birthday information into your account profile by the 15th of the month before your birthday, you are eligible for a birthday gift in your birthday month. For members, you can redeem your birthday gift at bobbibrowncosmetics.com by making a purchase and applying your offer code during the month of your birthday.
All birthday gifts must be redeemed during your birthday month. For example, if your birth date is October 13, you must redeem your gift by October 31, otherwise the offer will expire. You must be logged in to your account to redeem your birthday gift. There is a limit of one birthday gift per member per year, and birthday gifts cannot be transferred, delayed, exchanged or returned.

17. How do I redeem my free products? +
At certain point levels (400 and 600 points), you are eligible to unlock points for a free full-size product with any purchase on bobbibrowncosmetics.com. To unlock your points, log in to your account and choose one of the eligible products on your account page and add it to your bag. If you do not unlock your available points before your anniversary date, your points will expire. Product rewards are subject to availability and cannot be exchanged or returned for points, another product or a monetary refund.

18. How do I receive free shipping on bobbibrowncosmetics.com? +
• Standard Shipping with any purchase on bobbibrowncosmetics.com is free for all Bobbi Brown Club members. You must select “Standard” shipping at checkout and be logged in to your account.
• 2-Day Shipping is free for Bobbi Brown Club members at the Loyalist tier with any $100+ purchase. You must select “2nd Day” shipping at checkout and be logged in to your Bobbi Brown account.

19. What is Auto-Replenishment? How do I activate Auto-Replenishment with a product order?
After adding a product to your cart, go to the checkout page. Next to that product, you will see an Auto-Replenishment box where you can select a delivery schedule. You will earn points for your initial and all subsequent Auto-Replenishment orders once they are placed. Bonus points will also be applicable for your first order and for all subsequent Auto-Replenishment orders.

20.  Can I return a product that I received as a reward from the Bobbi Brown Club or exchange it for money? +
No. Products received as a reward (e.g., birthday gift) through the Bobbi Brown Club cannot be returned or exchanged for money or any other products or points.

21. Do my points and benefits expire? +
Yes. Points expire on your anniversary date, at which time they reset to 0. You must unlock your available points before your anniversary date, or your eligible benefits and rewards will expire on your anniversary date each year.

22. Do my tier status and tier benefits expire? +
Tier benefits are valid for as long as you are at a specific tier. If you move down a tier, your benefits change accordingly.
After year one on your anniversary date, your points reset to 0, and you can start earning benefits again. While your points reset each year on your anniversary date, your tier status is determined by the number of points you earned during the prior year of membership, regardless of how many points you unlocked. Your status at a particular tier is valid for the year in which you qualify for that tier and the following full year. After that, you will need to earn enough points to qualify for that tier each year. For example, if you qualify for the Enthusiast tier during your first year, you will maintain Enthusiast status during your second year. But, if you earn less than 200 points on eligible purchases during your second year, you’ll drop back down to the Fan tier at the onset of your third year.

23. Does my Bobbi Brown Club membership ever expire? +
Yes. Your membership will expire if you have not unlocked points or made a purchase for a period of 24 months or more.

24. Can the Bobbi Brown Club be terminated? +
Yes. We may, in our sole discretion, cancel, modify, restrict or terminate the Bobbi Brown Club or any aspect or feature of the Bobbi Brown Club at any time without prior notice, even though such changes may affect the value of points and benefits already accumulated or earned and/or the ability to unlock accumulated points and benefits.

25. Can my membership in the Bobbi Brown Club be terminated? +
Yes. Bobbi Brown, in its sole discretion, can terminate any membership for any reason including, but not limited to, any failure to comply with the Bobbi Brown Club Terms & Conditions and/or our website Terms & Conditions.

26. What happens to any rewards I have earned if my membership in the Bobbi Brown Club is terminated or expires? +
If your membership is terminated or expires, points and benefits in your account will automatically terminate.

27. How do I terminate my Bobbi Brown Club membership if I no longer wish to participate? +
If you decide you no longer want to be a part of the Bobbi Brown Club, you can opt-out in your account on bobbibrowncosmetics.com or by contacting us at (877) 310-9222.

28. How do I update, modify or withdraw my account information? +
You can update your information by visiting your account online at bobbibrowncosmetics.com.

29. What do I do if I believe that a purchase or other Bobbi Brown Club activity was not properly credited to my account? +
If you have questions related to your membership account, please contact Customer Service or call us at (877) 310-9222.

30. What do I do if I forget my password? +
You can reset your password on bobbibrowncosmetics.com by selecting “Forgot My Password” on the login page.

31. May I share my account and/or Bobbi Brown Club points and benefits with someone else? +
No. Neither accounts nor points and benefits may be shared or combined. Only the member paying for the products may accumulate or unlock points and benefits.

32. Do my points and benefits have any cash value? +
No. Points and benefits earned through the Bobbi Brown Club have no cash value and are non-transferable. You have no property rights in the points and benefits. Products received as a Bobbi Brown Club reward cannot be returned or exchanged for money or any other products or points.

33. How do I manage my Bobbi Brown email communications? +
You can manage your marketing email preferences in your account on bobbibrowncosmetics.com and from the link at the bottom of each of our marketing emails. Email communications from Bobbi Brown give you news on the latest looks, launches, tips, trends, offers and more. In any instance in which you opt out of receiving marketing emails from Bobbi Brown, you will continue to receive transactional emails (e.g., your birthday gift offer code, etc.) related to your Bobbi Brown Club account.
Still have questions? Please contact Customer Service or call (877) 310-9222.

34. Why are my rewards not applying?
If you have any issues with redeeming your product rewards, please contact us at Customer Service or call (877) 310-9222.