FAQs

General Topics

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

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.

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.

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/.

BBACCESS

Last Updated: June 17, 2021

BBACCESS Rewards Program FAQs


WHAT IS THE BBACCESS REWARDS PROGRAM?
By joining the BBACCESS program, you’ll enjoy exclusive rewards and exciting insider perks, including a product surprise on your birthday. In addition, points rewarded from your purchases could earn you full-size editions of your favourite Bobbi Brown products.

HOW DO I BECOME A BBACCESS MEMBER? DOES IT COST ANYTHING?
In order to sign up for the BBACCESS rewards program, you must have a Bobbi Brown account. If you do not have an account, you can create one on our website at www.bobbibrown.co.uk by providing your name, email address and creating a password. By creating an account, you agree your data will be processed in accordance with our Privacy Policy available at Privacy Policy. Once you have an account, you can join the BBACCESS Rewards program by signing up at http://www.bobbibrown.co.uk/loyalty-program/bbaccesss and following the prompts to register. There is no cost to join the BBACCESS program.

WHO IS ELIGIBLE TO BECOME A BBACCESS MEMBER?
The BBACCESS rewards program is available to individuals who are legal residents of the United Kingdom, are at least 18 years old and who provide and maintain a valid email address. Employees of The Estée Lauder Companies and individuals employed by our business partners or vendors are eligible for membership for personal use only, but may be excluded from certain program benefits in our sole but reasonable discretion.

CAN PRO MEMBERS BECOME BBACCESS MEMBERS?
No, Pro members cannot also join BBACCESS.

WHAT AM I AGREEING TO BY BECOMING A BBACCESS MEMBER?
By becoming a BBACCESS member, you agree that you have read, understood and agree to be bound by the Program Terms & Conditions and by the terms of our Privacy Policy and by any changes or modifications we may make.

WHAT TERMS GOVERN THE BB ACCESS PROGRAM?
Please refer to the BB Access Program Terms & Conditions for the full list of program terms.

HOW DOES BBACCESS WORK? BB Access is a rewards program that rewards customers for purchasing Bobbi Brown products and participating in certain brand experiences. It is a tier-based program determined by the number of points a member has earned within a single 12-month period on eligible purchases and through qualifying activities, beginning on the date when you enrol. There are 3 tiers with associated benefits:

• Tier 1   -   ADMIRER   0–99 points
• Tier 2   -   FAN   100–249 points
• Tier 3   -   VIP   250+ points

When you join, you’ll automatically be placed in Tier 1, Admirer, and you will be eligible for all the benefits Tier 1 members receive. Once you earn at least 99 points in your first year, you’ll be automatically moved up to Tier 2, Fan. If you earn 250 points or more in your first year, you’ll qualify for Tier 3, VIP.

Your status in a particular tier is good for the year in which you qualify for that tier and the following full year. After that, you’ll need to earn enough points to qualify for that tier each year. For example, if you qualify for Tier 2, Fan, in your first year, you’ll maintain Fan status during your second year (subject to moving to a higher tier based on points earned). But, if you earn fewer than 100 points on eligible purchases during your second year, you’ll drop back down to Tier 1, Admirer status, on your second anniversary date.
The higher the tier, the better the benefits.

WHAT BENEFITS DO MEMBERS RECEIVE?
As a member, you earn points that determine your points benefits plus tier levels and tier benefits.

Points Benefits:  At different point levels, you will be able to redeem your points for rewards that can be used in conjunction with a purchase on www.bobbibrown.co.uk These rewards are based on the total number of points you have accumulated in a single year as listed below. You may redeem one reward per transaction on www.bobbibrown.co.uk. You must redeem your available points/rewards prior to your anniversary date, or the available points will expire. On your anniversary date, your points reset to zero and you start accumulating new points and earning new rewards.

• Welcome offer: 15% off
• Free full-sized hero product with purchase (valid at 60 points and above.)
• Free full-sized hero product with purchase (valid at 750 points and above.)

Admirer: 0-99 Points
• Welcome offer: 15% OFF**.
• Birthday Gift***: Deluxe size offer with next order (no minimum spend)
• Bonus Points Events (i.e 2x points)
• 60 PTS: unlock a product reward deluxe size sample

Fan: 100–249 Points
All Admirer benefits, plus:
• Deluxe Birthday Gift**: Mini Longwear Cream Eyeshadow Stick with next order (no minimum spend)
• Early Access to some New Launches
• 130 pts: unlock 20% off 1 order (1x per year)
• 150 pts: unlock a Complimentary Full-Size product reward: Crushed Oil Infused Gloss and Smokey Eye Mascara with next order (no minimum spend)

VIP: 250+ Points
All Admirer and Fan benefits, plus:
• Ultra-Deluxe Birthday Gift**: with next order (no minimum spend)
• Complimentary Next day delivery on all orders
• Access to VIP early access events and exclusive VIP offers
• 250 pts: Unlock 25% off one order
• 500 pts: Engraved lipstick with next order (no minimum spend)
• 850 pts: 3 product set with next order (no minimum spend)

* Cancelling and re-enrolling does not qualify you for an additional use, this is exclusive one -time use. You must redeem your Welcome Offer within thirty (30) days of enrolling in the BBACCESS rewards program, otherwise the offer will expire.

**You may not use your Welcome 15% discount in conjunction with any other discount offered on site but may use it at a later date.

*** You will only get one birthday gift per year even if you change tiers at the time of your birthday.

Tier Benefits: Certain benefits are based on tier level achieved and you are eligible for these benefits while you are in that tier regardless of the number of points you currently have. Tier benefits can only be redeemed on www.bobbibrown.co.uk with the exception of exclusive in-store member events and VIP events or as otherwise noted. On your anniversary date, even though your points reset to zero, your initial tier status for the year is determined by the number of points earned in the prior year of membership.

* Two Birthday Offers cannot be obtained during the same year, therefore, if Birthday Offer was already redeemed while in Tier 1, an upgrade to Tier 2 during the same year does not grant an additional Birthday offer.

HOW DO I EARN POINTS?
To earn points, you must be enrolled in the BBACCESS program and be signed into your account at the time of the purchase. If you are not a member of the BB Access program at the time of purchase, you must enrol on www.bobbibrown.co.uk* within the next 24 hours, using the same email address you provided at the time of the purchase, in order to be eligible to earn points on such purchase. BBACCESS members receive 1 point for every £1 spent on eligible purchases on www.bobbibrown.co.uk/*. Qualifying purchases include regular priced merchandise and exclude gift cards, discounts, delivery charges, and/or other excluded charges specified by us from time-to-time.

Members will not receive points or benefits from purchases made in department stores, specialty stores, airport stores and retail stores (even if owned by us) as those locations are not eligible for the Program at this time. Purchases made outside of the United Kingdom are also not eligible for BBACCESS Points.

* All points are pending until your order is despatched, at which time they are added to your account and may be redeemed for rewards. It may take up to 24-48 hours from the time your order ships for points to appear in your account.

I PLACED AN ORDER ONLINE, BUT NO POINTS HAVE BEEN ADDED TO MY ACCOUNT YET. IS SOMETHING WRONG?
Points will be added to your account once your order is despatched. It may take up to 24-48 hours from the time your order is despatched for points to appear in your account.

WHY HAVE MY POINTS DISAPPEARED?
When you redeem your points for product rewards, the available points in your account will decrease based on the amount of points you redeemed.

Points are valid for one year from your BBACCESS anniversary date. On your anniversary date each year, your points balance resets to zero (0) and you start accumulating new points.

On your anniversary date, even though your points balance resets to zero (0), your tier status is determined by the number of points accumulated in the prior year.

WHAT IS MY BBACCESS ANNIVERSARY DATE, AND WHERE CAN I FIND IT?
This is the anniversary of the date when you enrolled in the BBACCESS Rewards Program and occurs on a 12-month cycle. For example, if you joined BBACCESSs on November 15, 2019, your anniversary date would be November 15, 2020, and every November 15 of each year thereafter.

Your anniversary date is shown in your BBACCESS account page

WHY IS MY CURRENT TIER STATUS NOT REFLECTED BY MY CURRENT POINTS?
In year one of your BBACCESS membership, your tier status is determined by the points you accumulate during that first year. After year one, on your anniversary date, your points balance resets to zero, and you can start earning points benefits again. While your points decrease when you redeem them for points benefits and reset to zero each year on your anniversary date, your initial tier status for the year is determined by the points you accumulated during the prior year of membership, and you are eligible for those tier benefits regardless of the number of points you have.

HOW DO I CHECK MY ACCOUNT STATUS AND TRACK MY POINTS AND LEVEL ONLINE?
You can check your BBACCESS account status by visiting your account online at www.bobbibrown.co.uk where you can track your current points, tier status and available benefits. All points are pending until your order ships, at which time they are added to your account and may be redeemed for rewards.

I RECEIVED ORDER DESPATCH CONFIRMATION. WHY HAVEN'T MY POINTS APPEARED IN MY ACCOUNT YET?
It may take up to 24-48 hours from the time your order is despatched for points to appear in your account.

WHAT HAPPENS TO MY BBACCESS 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. Your level (Admirer, Fan or VIP) will remain the same as it was before the returned or cancelled order.

If it is found that an order is obtained through fraudulent or other activity that violates the Terms & Conditions, those points and your tier status, if applicable, will also be reversed. We may also decide to terminate your account.

HOW DO I GET MY BENEFITS?
Your BBACCESS offers and rewards can be redeemed on www.bobbibrown.co.uk at checkout with your purchase. 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 www.bobbibrown.co.uk except for special online events, in-store member events, and VIP member events (as applicable). You must be logged in to your BBACCESS account to use your benefits.

HOW DO I RECEIVE MY BIRTHDAY OFFER?
During the month of your birthday, you can redeem your Birthday Offer on www.bobbibrown.co.uk by making a purchase and applying your offer at checkout. You will receive notice of your birthday offer and your offer code via email if your birthday is provided in your account profile and if you have consented to receiving BBACCESS email communication. Birthday offers must be redeemed within 30 days from your birthday. You must be logged into your account to redeem your birthday offer. There is a limit of one Birthday Offer per member per year and Birthday Offers cannot be transferred, delayed, exchanged or returned.

HOW DO I GET MY FREE FULL-SIZE PRODUCTS?
At certain points levels (150, and 500 and 850 points), you are eligible to redeem some or all of those points for a Free Full-Size product with any purchase on www.bobbibrown.co.uk (one redemption per purchase). Please login to your BBACCESS account to see the latest reward offerings and make a redemption. To redeem your points, log into your BBACCESS account and choose one of the eligible products on your BBACCESS account page and add it to your bag. If you do not redeem 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.

HOW DO I RECEIVE FREE DELIVERY ON WWW.BOBBIBROWN.CO.UK
Standard Delivery on www.bobbibrown.co.uk is offered to all customers. You must select “Standard” delivery at checkout and be logged into your BBACCESS account. This is a site-wide benefit applicable for all customers.

CAN I RETURN A PRODUCT THAT I RECEIVED AS A FREE REWARD FROM BBACCESS OR EXCHANGE IT FOR MONEY?
No. Products received as a reward (e.g. free full-size products) cannot be returned or exchanged for money or any other products or points.

DO MY POINTS AND POINT BENEFITS EXPIRE?
Yes. Points expire on your anniversary date, at which time your points balance resets to zero (0). You must redeem your available points before your anniversary date, or your eligible points benefits, and product rewards will expire.

DO MY TIER STATUS AND TIER BENEFITS EXPIRE?
Tier benefits are valid for as long as you are in a specific tier. If you move down a tier, your benefits change accordingly.

After year one on your anniversary date, your points balance resets to zero (0), and you can start earning points again. While your points reset each year on your anniversary date, your tier status is determined by your points earned in each prior year of membership. Your status in a particular tier is good for the year in which you qualify for that tier and the following full year. After that, you’ll need to earn enough points to qualify for that tier each year. For example, if you qualify for Tier 2 (Fan), during your first year, you’ll maintain Fan status during your second year. But, if you earn less than 249 points on eligible purchases during your second year, you’ll drop back down to Tier 1, Admirer status on your second anniversary date.

DOES MY BBACCESS MEMBERSHIP EVER EXPIRE?
Yes. You must log-in to your BBACCESS account and make a purchase within 24 months to remain an active member. Membership will expire if a member is inactive for a period of 24 months or more.

CAN THE BBACCESS REWARDS PROGRAM BE TERMINATED?
Yes. We may, in our sole discretion, cancel, modify, restrict or terminate the BBACCESS Rewards Program or any aspect or feature of this rewards program at any time without prior notice, even though such changes may affect the points and benefits already accumulated or earned and/or the ability to redeem accumulated points and benefits.

CAN MY BBACCESS MEMBERSHIP BE TERMINATED?
Bobbi Brown in its sole discretion, can terminate any member for any reason including, but not limited to, any failure to comply with the BB Access Terms & Conditions and/or our website Terms & Conditions

WHAT HAPPENS TO ANY REWARDS AND POINTS I HAVE EARNED IF MY BBACCESS MEMBERSHIP IS TERMINATED OR EXPIRES?
If your membership is terminated or expires, points and benefits in your account will automatically terminate.

HOW DO I TERMINATE MY BBACCESS MEMBERSHIP IF I NO LONGER WISH TO PARTICIPATE?
If you decide you no longer want to be a part of the BBACCESS program, you can opt-out by contacting Customer Service.

HOW DO I UPDATE, MODIFY OR WITHDRAW MY ACCOUNT INFORMATION?
You can update your information by visiting your account online at www.bobbibrown.co.uk. You have the right to access your personal information and the right to correct and/or update your personal information within your account. For more information, see the BBACCESS Terms & Conditions and Bobbi Brown Privacy Policy.

WHAT DO I DO IF I BELIEVE THAT A PURCHASE OR OTHER BBACCESS ACTIVITY WAS NOT PROPERLY CREDITED TO MY ACCOUNT?
If you have questions related to your membership account, please contact Customer Service.

WHAT DO I DO IF I FORGET MY PASSWORD?
You can reset your password on www.bobbibrown.co.uk by selecting ‘Forgot My Password’ at the login page.

MAY I SHARE MY ACCOUNT AND/OR BBACCESS POINTS AND BENEFITS WITH SOMEONE ELSE?
No. Neither accounts nor BBACCESS points and benefits may be shared or combined. Only the member paying for the products may accumulate points and benefits.

DO MY POINTS AND BENEFITS HAVE ANY CASH VALUE?
No. Points and benefits earned through BBACCESS have no cash value, are non-transferable, and you have no property rights in the points and benefits. Products received as a BB Access reward cannot be returned or exchanged for money or any other products or points.

CAN MY BBACCESS BENEFITS EVER CHANGE?
Yes. We reserve the right to change, without notice, BBACCESS benefits, how you achieve each BBACCESS tier, how you earn points and how we evaluate and reward your eligible purchases and/or other BBACCESS activity.

ARE THERE ANY LIMITATIONS ON THE NUMBER OF PURCHASES OR ACTIVITIES THAT ARE ELIGIBLE FOR BBACCESS POINTS & BENEFITS?
Yes. We reserve the right to place limits on the number of purchases or activities that are eligible for the BBACCESS program and/or for points and benefits, in any given time period or for the duration of the BBACCESS, and/or any combination thereof.

ARE THERE LIMITATIONS ON THE NUMBER OR TYPES OF BENEFITS I MAY RECEIVE/ EARN IN ANY LEVEL OR ANY NUMBER/ LEVEL OF POINTS?
Yes. We reserve the right to place limits on the number or types of benefits you may receive or earn in any given tier or at any given point level, in a given time period or for the duration of the BBACCESS , and/or any combination thereof.

HOW DO I MANAGE MY BOBBI BROWN EMAIL COMMUNICATIONS?
You can opt out of receiving Bobbi Brown emails or BBACCESS Account emails at any time by clicking on the link at the bottom of each email communication. Please see our Privacy Policy for more information on managing your email preferences. Bobbi Brown emails provide you with news on the latest looks, launches, tips, trends, offers and more. If you opt-out of BBACCESS Account related emails, you will no longer receive emails regarding your Bobbi Brown Beauty Access status or the program benefits or rewards that may be available to you.

Still have questions? Please contact Customer Service.