FAQs

General Topics

We are really very sorry but some of our carrier partners are currently experiencing delays delivering our orders at the moment. They are working really hard to get your products to you as soon as possible. As a result our Consumer Care team are extremely busy and it is taking us longer than usual to respond to enquiries. We really appreciate your patience and ask that you keep checking your tracking information for updates. Thank you for your understanding.

At this extraordinary time, the health and well-being of our employees, consumers, partners and the broader community remains our top priority.

Please note that according to information and guidance available from the W.H.O and medical experts, the risk of catching the virus that causes COVID-19 by touching cardboard or other shipping containers is low. Our products are produced and packaged under stringent quality control and safety procedures, with standard comprehensive hygiene and cleaning protocols in place across our manufacturing and distribution channels. Our insert website name remains open and we remain committed to health, safety, and support for our communities, online and off, as we navigate through this unprecedented time together.

Please refer to the below FAQs for the latest brand information and updates.

Are your stores still open?

There is nothing more important than the health and well-being of our employees, consumers, partners and broader community. Beginning Wednesday, 18th March, we temporarily closed our stand-alone stores in the UK and Ireland. In the meantime our online site remains open and orders are going out daily. Join us on Instagram for the latest updates.

Can I still place an order?

Yes you can still place orders. We are offering free delivery and an extended returns policy during this time.

Where is my confirmation/dispatch email?

Please check your online account for the latest status of your order. If you are unable to do this or have not received a confirmation email within 24 hours or dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting us. to speak to Consumer Care.

If you have placed your order a next day delivery, confirmation and dispatch emails should be received on the same day.

If you are an account holder, in addition to receiving a confirmation and dispatch email, you will also have the option to track the progress of your order in your online account under ‘Order Status’ for delivery updates.

Offer code not working?

APPLYING AN OFFER CODE

• To successfully apply an offer code to your order, you will need to be signed into your online account with email address and password.

• Before entering your offer code, please fully read the Terms & Conditions associated with the offer/promotion, to ensure that your order meets the qualifying terms to be applied.

• Only one offer code may be used per order and offer codes cannot be used in conjunction with any other offers, including but not limited to sale items, new launches, gift sets, limited editions.

NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer.

TROUBLESHOOTING

• Please ensure you are signed into your account at the time of placing the order before entering the offer code.

• Check that your order does not contain any sale items, new launches, gift sets, or limited edition items.

• Please ensure that the offer code being applied is formatted correctly, e.g. be aware of capital letters and any special characters.

• If an offer does not appear to have applied to your order, please check your order qualifies before completing the transaction, as this will not auto-apply after checkout.

How do I return my order?

Please note that products ordered from 1st March 2020 with a valid receipt can be returned up to 90 days following their purchase date. For details on how to return your items please click here. For in-store purchases, we will welcome returns up to 28 days from the day our stores reopen.

Will my order be gift-wrapped?

Gift wrapping is currently unavailable. We apologise for any inconvenience this may cause.

What are Estée Lauder Companies doing to contribute?

The Estée Lauder Companies, together with our Jo Malone London brand, is making many thousands of units of hand sanitiser a week at our UK-based manufacturing facility, destined for frontline healthcare professionals and key workers helping those affected by COVID-19. The Estée Lauder Companies UK & Ireland is also donating thousands of hand cream, body cream and body wash products to express our gratitude to those working under challenging conditions. To find out more about how The Estée Lauder Companies is contributing to Global COVID-19 Relief Support, please visit: www.elcompanies.co.uk/en-GB/news-and-media/newsroom/company-features/2020/covid-19-efforts

Order tracking confirms delivery but I can’t find my package?

If the tracking information for your package confirms delivery and you cannot locate the delivered package please ensure before contacting us that you -

1. Check with neighbours and family members.
2. Look around the delivery location.
3. Check for notice of attempted delivery.

Where can I buy Bobbi Brown products?

Bobbi Brown products are available at selected locations across the UK and around the world. To find a Bobbi Brown Studio near you in the UK, visit our Store Locator. And of course, if you are a UK resident, you can shop online right here at bobbibrown.co.uk.

Do you accept international orders?

We're sorry, at this time we are unable to ship internationally or accept credit cards issued by international banks. We apologise for any inconvenience. Click here to learn more about regulations.

Why is my favourite product discontinued? What can I use now?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. If your favourite product has been discontinued please visit your nearest Bobbi Brown Studio where a Makeup Artist will be happy to provide alternative recommendations. Alternatively, please Click Here to email our Online Makeup Artist.

GONE BUT NOT FORGOTTEN
For assistance with locating a Bobbi Brown product that has been discontinued, please contact our Corporate Headquarters via telephone at 0370 034 2709 and ask to speak with the Gone But Not Forgotten representative. Alternatively, please Click Here to email.

Please note that a search may only be initiated for any discontinued products within Bobbi Brown product line. If we are able to locate the product you have requested, you may purchase up to 6 units (depending on availability). Gone But Not Forgotten items are available for shipment to locations within the UK and Northern Ireland.

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

We are always interested in bright, energetic individuals to represent Bobbi Brown. If you are interested in applying for a position with Bobbi Brown, click here to visit our careers site.

Why do the product shades look different on my computer?

Please keep in mind that monitors display colours differently. Try setting your monitor to a resolution of at least 1024x768 or higher. Check your computer documentation for the optimum setting for your particular monitor. Our site looks best on the following browsers:

For Windows:

  • Microsoft Internet Explorer 6, 7 or 8
  • Mozilla Firefox 3.0 and above
  • Google Chrome 3.0 and above

For Mac:

  • Safari 4.0 and above
  • Mozilla Firefox 3.0 and above

Please feel free to email us with questions about specific colours.

Do you have a catalogue?

Bobbi Brown UK does not produce a catalogue, however if you would like to be added to our mailing list please email us.

How can I get Bobbi Brown samples?

Bobbi Brown does not mail out samples by request. When you shop with us online we provide samples with our orders (when available). Also, samples are available at Bobbi Brown Counters, from time to time.

How does Bobbi Brown conduct product safety testing?

Consumer safety has always been top priority at Bobbi Brown. Therefore, our product safety testing requires collaboration of experts across several sciences, including toxicology, microbiology, environmental chemistry, manufacturing, and engineering. To ensure the safety of all products brought to market by Bobbi Brown, formulations and their packaging must meet the high Company standards for ingredient preservation and stability, product efficacy, and package compatibility.

Bobbi Brown employs extensive Research and Development teams at its state-of-the-art laboratories. Primarily responsible for continuous exploration of new technologies in advanced skin care and makeup development, Research and Development works with suppliers and leading universities where research is conducted in dermatology, skin ageing, and cellular biology.

All Bobbi Brown products are tested for irritants and allergens using biological assays and human volunteers. We do not test our products on animals, nor do we ask others to conduct animal testing on our behalf, except when required by law.

We are proud of the enviable safety record The Estée Lauder Companies, Inc. has sustained since our company was founded in 1946, and of our continued commitment to producing quality products.

I'm not receiving my email newsletters, or my Internet Service Provider filters unwanted email and spam. Could these filters block email that I wish to receive?

Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email.

Many programs allow you to designate specific senders as legitimate email providers, ensuring that all future correspondence will be accepted. If you have further questions, please contact us at 0808 281 0232.

Some helpful tips:

IF YOU USE AOL:
1. Open the email message.
2. Click "Add to Address" icon.
3. The name and email address from email are pre-populated in the Add Contact pop-up. Verify that the information in these fields is correct.
4. Click "Save".

IF YOU USE YAHOO:
1. Open the email message
2. Click the "Add to Address Book" link on the far right.
3. The address will be automatically entered into your Yahoo! Address Book.

IF YOU USE HOTMAIL:
1. Open the email message.
2. Click "Save Address(es)" at the top of the message header.

IF YOU USE MSN:
1. Open the email message.
2. Click "Save Addresses" on the right.
3. Select the check box next to the address you want to save. You can also make changes to the contact information.
4. Click "Save."

I am changing my email address. How can I begin receiving special offers at my new email address?

If you are a registered member of bobbibrown.co.uk, you can easily change any of your personal information on bobbibrown.co.uk by signing in, clicking on "My Account" and following the onscreen instructions.

Click here to change your email address now.

If you are not yet a registered member, we recommend that you sign up for our free email newsletters. You'll hear about free samples and other special offers. And you'll be among the first to know about the latest launches and looks. It's free, fun and absolutely fabulous - click here to sign up today.

When will I receive my order?

For information on a specific order you've already placed, click here for your Order Status. Otherwise, read below for general details:

Standard Delivery
Delivery within 2-5 working days from the order's dispatch date. Please note: orders are dispatched and delivered on business days only (Monday through Friday, except major holidays).

Named Day Delivery
Delivery within 2-5 working days, on the day selected by the customer. Please note: orders are dispatched and delivered on business days only (Monday to Friday, except major holidays).

Next Day Delivery
Delivery the following working day from the order date. Please note: orders must be placed before 12 noon for next day delivery. Orders are dispatched and delivered on business days only (Monday to Friday, except major holidays).

Next Day Delivery AM
Delivery by 12 noon the following working day. Please note: orders must be placed before 12 noon for next day delivery. Orders are dispatched and delivered on business days only (Monday to Friday, except major holidays).

Saturday AM Delivery
Delivery Saturday by 12 noon. Please note: orders must be placed by 12 noon on a "working Friday" to guarantee Saturday AM delivery. If the order is placed after 12 noon, it will be delivered the following Saturday.

How do I check on an order I have placed?

For questions regarding the status of your order, registered members with an account may click here to view your Order Status. If you do not have an account set up, then please contact our customer service representatives here. Please include your order number with all inquiries. If you are registered and have set up an account, you can sign in and check your Order Status page.

What do the symbols on your packaging mean?

We know that reading cosmetic labels can be confusing. That's why we've created a guide to help you decipher many of the symbols and statements that may appear on our labels. For more information, click here.

What is Bobbi Brown doing about REACH, the new EU chemicals regulation?

Click here to learn more about REACH - for Consumer, Web Site, and Media Responses.

Where can I learn the facts about product ingredients?

To learn more about what product ingredients contain, terminologies, allergies, animal testing, cosmetic claims and counterfeiting, please visit the CTPA Website: www.thefactsabout.co.uk. The CPTA (Cosmetic, Toiletry & Perfumery Association) is made up of senior representatives from the cosmetics industry in the UK and works to promote good working practises across the industry.

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. Learn more.

Do you offer makeup or bridal lessons?

Click here to view our range of Beauty Lessons that are available at all our counters with a Bobbi Brown Makeup Artist. Click here to find details of your nearest store and book your appointment.

How can I learn about product use/application?

Click here to email our Online Makeup Artist and get all your beauty questions answered, together with tips and advice on how to create your perfect look.

Is it safe to use my credit card?

At bobbibrown.co.uk, we understand how important security is to you. When you order online with us, we use 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.

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

  • Microsoft Internet Explorer 6, 7 or 8
  • Mozilla Firefox 3.0 and above
  • Google Chrome 3.0 and above

For Mac:

  • Safari 4.0 and above
  • Mozilla Firefox 3.0 and above

Bobbibrown.co.uk has been certified with Internet Shopping Is Safe (ISIS) & Internet Delivery Is Safe (IDIS) accreditations. Consumers can shop online with confidence wherever they see the ISIS & IDIS logos.

Does anyone else see the information that I provide to Bobbi Brown?

We respect your privacy. The information you provide will not be given to any third party. For more on our Privacy Policy, please click here.

How do I unsubscribe from email?

If you are a Registered Member of Bobbi Online, go to My Account, and click on 'View' or 'View Account Profile' under 'Account Profile'.

If you have an account with Bobbi Online, you may click on the link provided on the monthly newsletter to be removed from the mailing list.

Damaged/Faulty/Incorrect items

If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.

Please notify us immediately by calling our Customer Service Team on 0808 281 0232.

To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.

This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.

Returns for purchases made online will not be accepted for return or exchange at a Bobbi Brown Counter.

Your statutory rights remain unaffected.

The Returns Process

STEP 1. – Cancelling Your Order

Once your order is confirmed, if you wish to cancel your order, you will need to contact us via one of the following:

- Phone 0808 281 0232

-

To cancel your order, please ensure you have your purchase order number ready. Please note, for orders placed using Standard Delivery, you will need to contact us with your cancellation request within 3 hours of placing your order. For orders placed on expedited shipping services, please contact us immediately.

NOTE: Processing times can vary, therefore we cannot guarantee your order will be cancelled when requested. If this happens, please see Step 2 and 3 below for information on how to return your order free of charge and obtain a refund. The Returns & Refunds page contains further information on our policies.

STEP 2. - Returning Your Order

As you are a consumer and have made an order on-line you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund within 14 working days from delivery. Products ordered from 1st March 2020 with a valid receipt can be returned up to 90 days following their purchase date.

RETURN OPTIONS

Complimentary Returns: In order to return your online order to us free of charge, please print and complete our Returns Note which can be found here. Alternatively, should you not have access to a printer, please include the original packing slip note, noting the items you are returning. Please enclose the Returns Note or original packing slip with your parcel and return it using CollectPlus returns, following the instructions on https://www.collectplus.co.uk/bobbibrown.

Independent Returns: If you wish to return your online order via an independent courier of your choice, you can do so by returning the goods to the following address:
Estée Lauder Companies
3 Kites Croft Business Park
Warsash Road
Fareham
PO14 4FL.

Please print and complete our Returns Note which can be found here. Alternatively, should you not have access to a printer, please include the original packing slip note, noting the items you are returning. Please enclose the returns note or original packing slip with your parcel. NOTE: Any postage cost obtained via independent return will not be reimbursed.

Please ensure you obtain a proof of postage when you return your order.

STEP 3. – Processing the Refund

Please allow 14 working days from the date your order is returned for your refund to be processed. Products ordered from 1st March 2020 with a valid receipt can be returned up to 90 days following their purchase date.

The refund will be processed to the original payment method used to place the order.

We advise that all online returns can be made using the complimentary returns service as indicated above (Return Options). This includes any faulty or damaged goods. If for any reason you wish to use an alternative returns method to the complimentary service provided, this may incur an additional charge, which will be at your own expense and not applicable for reimbursement.

Products excluded from this are:
• Gift cards
• Booking Fees
• Personalised goods
• Services

This does not affect your statutory rights.

Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.

Alternatively, online orders can be returned at any Bobbi Brown store (excluding department stores and airports) with your original order confirmation. Online orders will not be able to be returned in store if you paid by PayPal.

If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within 14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us, provided that you have returned the goods to us within 14 working days of delivery to you or your notifying us of cancellation. Products ordered from 1st March 2020 with a valid receipt can be returned up to 90 days following their purchase date.

Refunds will only be made against the original credit/debit card used.

We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available, or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

Your right to return goods does not apply to goods

  1. made to your specification or
  2. which have been clearly personalised (e.g. by being engraved) or
  3. which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or
  4. where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

Not happy with your shade? For a limited period you can return your Bobbi Brown Foundations, Concealers, Correctors and Powders to get a refund or exchange and we’ll cover the cost of delivering you a replacement even if you’ve tried the products.*

If for any reason you are not happy with your Foundation, Concealer, Corrector or Powder purchase on Bobbibrown.co.uk, you may return the unused portion to us, and, if you use Collect Plus, you will be able to return your parcel for free.

*This offer is intended to permit a customer to use a small amount of a product to establish if they are happy with the shade, we reserve the right to cancel any order that in our reasonable opinion demonstrates an abuse or ineligible use of this offer. If your purchase is eligible for free replacement delivery, please fill out the Returns Note enclosed in your original order (indicating whether you want a refund or a replacement product) and place it inside the return package and follow the Returns Process. If you choose to order a replacement item which is the same price as the item you originally ordered, then we will send you your replacement item without any additional cost. If you choose to order a replacement item which is a different price to the item you originally ordered, we will contact you to confirm that your order has been refunded and to arrange payment for the replacement product. This promotion does not affect your rights under applicable law or under our standard returns policy. Offer is only available on bobbibrown.co.uk.

What should I do if I have a complaint?

Please visit the Contact Us section if you have a complaint.

Alternatively, the European Commission provides a platform for Online Dispute Resolution (ODR) for consumers, which can be accessed at: http://ec.europa.eu/consumers/odr/.