FAQs

Please note: Orders placed with Afterpay and Gift Cards will be charged at the time of order placement. Orders placed with other payment methods will be charged at the time the order ships.

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 at 1-877-310-9222

How do I cancel my order?

If your order was placed less than 60 minutes ago and you would like to cancel, please log into your account and select the order you would like to cancel or you can cancel via the link in your order confirmation email. If the cancellation is successful, you will receive a confirmation email.

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.

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

Discover our Gone But Not Forgotten Program

Some favorites are simply too good to leave behind!

Searching for your signature scent? Reluctant to part with that perfect shade of foundation? The cosmetics industry continuously discontinues products in order to bring consumers the newest trends and innovations. The Estée Lauder Companies Inc. understands that having a beloved product discontinued can be frustrating, and searching for a replacement can be daunting and time consuming. Our Gone But Not Forgotten program brings you beloved beauty icons from our vault. These are discontinued favorites that are rarely found elsewhere. Explore the limited selection and rediscover the products you have missed.

How to shop the GBNF vault:

• • Go to CosmeticsCompanyStore.com
• • Enter access code GBNF and your email when prompted
• • Create an account to browse our collection of available discontinued products.
• • Add your favorites to your bag and check out as usual
• • Be sure to regularly visit to see what has been added to the site

Availability is limited, get it before it’s gone!

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 – 8 pm ET Monday –Sunday) 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 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.

Do You Accept Blogger or Influencer Collaboration Requests?

While we truly appreciate the enthusiasm and support from the content creation, influencer and blogging community, we are not accepting incoming partnership or collaboration requests at this time. A member of our team or a reputable media agency working on our behalf will initiate contact directly should a potential partnership opportunity arise. We’re grateful for your interest in working with Bobbi Brown Cosmetics and encourage you to stay connected with us through our social channels.

Can't find the answer you are looking for?

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

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.

Doctors Without Borders/Médecins Sans Frontières FAQs

What is Doctors Without Borders/Médecins Sans Frontières?

Doctors Without Borders/Médecins Sans Frontières (MSF) is a non-profit organization that provides medical assistance to people affected by conflict, epidemics, disasters, or exclusion from healthcare.

How will MSF be using my donation?

MSF has created the COVID-19 Crisis Fund to raise urgently needed funds for their emergency response to the COVID-19 pandemic and its consequences. Funds raised will support MSF’s COVID-19 response worldwide, including program costs related to COVID-19 and its consequences. Specifically, the Fund will support:

  1) Dedicated COVID-19 Programs: case management including triage, direct patient care, ICU management, and palliative care; building temporary hospitals to treat COVID-19 patients, expanding the capacity of existing hospitals, and setting up isolation wards; implementing or advising on infection prevention and control in other health structures and nursing homes; and health promotion and other infection prevention activities among vulnerable populations, such as refugees, migrants, homeless, and others.

  2) Essential tools for combatting this outbreak: To run dedicated COVID-19 programs and adapt existing programs to the COVID-19 environment, MSF’s team will require supplies, including large quantities of personal protective equipment (PPE), such as masks, gowns, and gloves, to protect their medical staff; specific equipment and supplies to ensure a higher level of infection prevention and control (IPC); and pre-assembled disaster kits, such as those used to build a field hospital or an isolation ward, for setting up new and expanding existing programs. Supplies will be sent from logistical centers in Europe and from other key locations to be used now and to ensure emergency preparedness as the outbreak spreads

Will I get a tax receipt for my donation?

You will not receive a tax receipt as no consumer information will be shared with the non-profit organization.

How did you choose Doctors Without Borders/Médecins Sans Frontières to partner with?

The Estée Lauder Companies has selected Doctors Without Borders/Médecins Sans Frontières (MSF) to support with a corporate commitment of $2M for their life-saving work supporting health authorities to provide care for patients with COVID-19; protecting people who are vulnerable and at-risk; and keeping essential medical services running. Along with MAC Cosmetics’ history of giving to the organization ($9M since 2012), the partnership across many of our brands will allow us to drive greater scale and impact in our philanthropic efforts in response to COVID-19.

What steps is ELC taking to ensure coronavirus/COVID-19 preparedness?

At The Estée Lauder Companies, the health and well-being of our employees, consumers and partners is always a top priority. We are monitoring the coronavirus/COVID-19 situation daily, engaging with our medical and travel experts and reviewing guidance from health and government authorities to inform how we are taking action. We will also continue to support broader relief efforts through in-kind and monetary donations. We will continue to do whatever we can to help mitigate this situation in impacted areas around the world and support the global recovery.

What is ELC doing to support the fight against coronavirus/COVID-19?

We are supporting broader relief efforts through in-kind and monetary donations. For example: In New York City, a grant was provided to support the establishment of The NYC COVID-19 Response & Impact Fund, administered by the New York Community Trust, which will support NYC-based social services and cultural organizations that have been affected by this public health crisis. [You can find a press release with more information on our Newsroom.]

Globally, a $2 million USD grant was awarded to Doctors Without Borders/Médecins Sans Frontières (MSF) to support their continued life-saving work around the world and response to coronavirus in under-resourced and highly impacted countries. We will continue to do whatever we can to help mitigate this situation in impacted areas around the world and support the global recovery.

We have also partnered with New York State to reopen our Melville, NY Manufacturing facility to produce hand sanitizer for high-need groups and populations, including front-line medical staff.

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.

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 ‘Cancel Auto Replenishment’. You’ll be prompted to confirm this action.

Once you have clicked the ‘Cancel Auto Replenishment’ button, your subscription will be cancelled, and no future orders will be placed. You will receive an email notification confirming this action.

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

V. Can I combine items in the same order?

No, Auto Replenishment items that have the same order date, shipping address, billing address and payment method will ship as multiple orders as this will allow you to make updates to each order separately.

If you have more than one Auto Replenishment item, simply visit the ‘Auto Replenish’ section within ‘My Account’ to confirm the order, shipping address, billing address and payment method.

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

Unfortunately, no. Should wish to order additional items, visit the item’s page you wish to purchase, and find the ‘Add To Bag’ 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.