Frequently Asked Questions
If your inquiry cannot be answered by the Frequently Asked Questions below, please feel free to email us with your question instead.

Does your company test on animals?
Where can I buy Bobbi Brown products?
Do you accept international orders?
Why has my favourite product been discontinued? What can I use now?
What is your return policy?
How can I apply to be a Bobbi Brown Makeup Artist?
Why do the product shades look different on my computer?
Do you have a Catalogue?
How can I get Bobbi Brown samples?
How does Bobbi Brown conduct product safety testing?
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?
I am changing my email address. How can I begin receiving special offers at my new email address?
When will I receive my order?
How do I check on an order I have placed?
What do the symbols on your packaging mean?
What is Bobbi Brown doing about REACH, the new EU chemicals regulation?
How can I learn about product use/application?
Is it safe to use my credit card?
Does anyone else see the information that I provide to Bobbi Brown?
How do I unsubscribe from email?


Does your company test on animals?

No. Bobbi Brown is committed to the elimination of animal testing. We are equally committed to consumer health and safety, and bringing to market products that comply with applicable regulations in every country in which our products are sold.

We do not conduct animal testing on our products or ingredients, nor ask others to test on our behalf, except when required by law. We evaluate our finished products in clinical tests on volunteer panels.

Bobbi Brown fully supports the development and global acceptance of non-animal testing alternatives. To this end, the Company works extensively with the industry at large and the global scientific community to research and fund these alternatives.

Where can I buy Bobbi Brown products?

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

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.

What is your return policy?

If you are not satisfied with any product you receive from your online order, you can return it. Please click here for instructions on returning your order.

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

We are always interested in bright, energetic individuals to represent 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 AU 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 1800 304 283.

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

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 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.com.au, you can easily change any of your personal information on bobbibrown.com.au 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 7 business days from the order's dispatch date. Please note: orders are dispatched and delivered on business days only (Monday through Friday, except public holidays).

Express Delivery
Delivery for the next business day in all Australian capital cities, except Darwin. 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 public holidays).

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 by emailing us or calling 1800 304 283. 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.

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.com.au, 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:

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

Bobbibrown.com.au 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.

If you still have questions, click here to email your inquiry to Bobbi Brown customer service?