Orders

Order Processing

  • Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays).
  • Orders placed on Holidays or Weekend Days will be processed the following business day.
  • Orders with Standard Service are processed within 1 - 2 business days.
  • Orders with Overnight or Second Day Service will be processed the same business day if the order is placed by 3:00 PM EST.
  • eGift Cards are processed daily except on Christmas Day. Please allow 12-24 hours for your eGift Card order to fully process.

What if I don't feel comfortable providing my credit card information online?

You may submit your order via telephone at 1-877-310-9222. Our Online Customer Service Experts are available seven days a week, twenty-four hours a day to assist you.

Order Status

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.

Check the status of your most recent orders at Bobbibrown.com. Click on the Order Status link and login to your Account to view the status of your orders.

To track your order, click on the tracking number next to the order to view the delivery status of your order.

*Please note: Some carriers may not have tracking information available for
up to 24 business hours after the order is shipped.

Order Cancellations

If you would like to cancel an online order after it has been placed, please contact us by phone at 1-877-310-9222 within one hour of placement. We will do our best to accommodate your request. Once an order is processing, we regret that it cannot be changed or cancelled.

An order, or part of an order, may be cancelled because:

  • Item(s) are not available
  • Difficulty in processing payment information
  • Cannot ship to the address provided
  • A duplicate order was placed
  • By customer request
  • Purchase limits have been exceeded

If your order is cancelled, you will receive an email notice to advise you of the cancellation. You will not be billed for any cancelled items. If you have questions about a cancelled order, please contact our Online Service Experts at 1-877-310-9222.

Temporarily Out of Stock / Backordered Items

If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Please be assured that you will not be charged for any item until it is shipped. If for any reason you wish to cancel a backordered item prior to its shipment, please contact us at 1-877-310-9222 and we will be happy to assist you.

Pre-sell Items

Pre-sell items are not yet in stock but available for advanced purchase on our site. These items are shipped as soon as they are available. We will periodically notify you of the status of your Pre-sell item(s) via email. Please be assured that you will not be charged for any item until it has shipped. Please note: The actual delivery date of your order depends on the shipping method you select.

Maximum Purchase Policy

We must limit orders to six of any single item, with a maximum purchase of $5000 per customer. Select items are limited to 3 orders. Orders exceeding these limits are subject to cancellation. If you have any questions Contact Us and we will be happy to assist.

Payment Options

We accept the following payment methods:

  • American Express
  • Discover
  • MasterCard
  • Visa
  • PayPal

We do not accept:

  • CODs
  • Layaway plan
  • Personal checks
  • Money orders

Important information: For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Payment Authorization

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

Payment Authorization Holds

When placing an order using a credit card or debit card, two transactions will be posted to your account.

  1. The issuing bank for your payment card will place a hold on the funds in your account in the amount of your purchase when an order is authorized. This action reserves the funds for the pending charge.
  2. You will subsequently be charged for the order which removes the funds from your account. The charge may vary from the amount of the authorization hold if the order is altered or cancelled prior to shipment.

If an order is cancelled, the authorization hold will be removed by the issuing bank as per their policies. Each bank determines the time an authorization hold is kept on an account before it is released. For details on the removal of authorization holds, please contact the issuing bank’s customer service.

Sales Tax

We are required by law to collect state sales tax on orders being shipped to the following states - AL, AZ, CA, CO, CT, DC, FL, GA, HI, ID, IL, IN, LA, KS, KY, MA, MD, ME, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, PA, RI, TN, TX, VA, VT, WA, WI, and all Canadian provinces and territories. Sales tax will be assessed on the total purchase*, including shipping/handling charges (as required) and gift-wrap services. If you have questions regarding sales tax, please feel free to Contact Us.

*Purchases paid for using eGift Cards are subject to applicable sales tax. No sales tax is charged when purchasing eGift Cards.

Security Online

At Bobbi Brown, we understand how important security is to you. When you place an order at bobbibrowncosmetics.com, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We employ government approved encryption software. To find out more about SSL encryption software go to:

http://compnetworking.about.com/cs/securityssl/g/bldef_ssl.htm?terms=ssl

In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:

  • AOL 5.0 and higher
  • Internet Explorer 5.0 and higher
  • Mozilla Firefox
  • Netscape 6.0 (Windows only)
  • Safari
  • Google Chrome

Promotional Offer Codes

Simply enter your offer code in the text box marked “Offer Code” on the Billing page during the Checkout process. When an offer code is accepted, it will be displayed on the “Order Review” page. Please Note: Offer codes are case sensitive and should be entered exactly as they appear. Only one offer code may be used per online order.

Gift Wrap Service

Gift Wrap through 1/03/16 is free for Holiday orders.

Bobbibrown.com offers Gift Wrap Services exclusively during holiday times. Gift orders always receive special care at Bobbi Brown Online. We will be happy to create a beautiful gift package and include a note card with your personal greeting.

If you wish to have your Bobbi Brown Online order packaged as a gift, simply click on the "Gift-Wrap" option during "Checkout". If you wish to include your personal greeting, please enter it in the text box provided.

Please note: Multiple items within a single gift order will be presented as one gift package.

Pre-Orders

Q: What should I expect if I purchase a “Pre-Order” item?
A: Pre-Order is the ability to reserve a product prior to the date on which it becomes available for immediate purchase on www.bobbibrowncosmetics.com. 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. If we are unable to ship your product by the estimated ship date, we will provide you with notice and you will have an option to cancel.

Q: 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.

 

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