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.

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.