FAQs

General Topics

Does your company 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

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.

How to register with BobbiBrown.com.au

To register and create your Member Profile, click here. By registering with us, you can take advantage of exclusive shopping offers, new product launches, special sampling programs and much, much more.

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.

When will I receive my order?

For information on a specific order you've already placed, track your order here. Otherwise, read below for general details:
Australia delivery options (orders placed Monday to Friday excluding public holidays)
Option one - Standard Delivery
$10.00

Option two - Express Delivery
$15.00

Orders are delivered within 1 business day from ship date to Sydney, Melbourne and Brisbane, and within 3 business days to all other locations. Click here to check if your suburb is within the Express Post network.

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.

I forgot to enter an offer code

All promotional offers have specific terms and conditions associated with the offer. With online offer codes, only one code may be redeemed per offer and the code must be entered at the time of ordering. We are unable to amend an order once payment has been received and, as such, cannot add any offer code, or dispatch the offer separately. We do apologise for any inconvenience.

Need to change your order?

Unfortunately, we cannot make any changes to an online order once payment has been received. Please see the link to our returns form to ensure you meet the conditions of our returns policy and follow the instructions. All returns must be received within 14 days of receipt of the order. Once received by our returns department, we will contact you to confirm that the exchange or refund has been actioned.

I need to change my Shipping Address

Unfortunately, we are unable to make changes to orders once they are placed within our system. If you wish to change the shipping address once the order has been dispatched, you can do this directly with Australia Post here or call them on 13 76 78. Alternatively, you can phone us to organise a cancellation on your order and you can place the order again.

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.

Missing samples from your order?

We are sorry to hear that your recent order was missing its sample gift. Please note that these samples are only available until stocks last and are substituted where possible.

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

As you know this item has been discontinued and is no longer available. Please know that the decision to discontinue a product is rarely an easy one, and the matter is always given significant thought and consideration, including an analysis of nationwide purchasing patterns and also the latest technological advances. You can be assured that it is certainly not our intention to disappoint you! We recommend connecting with one of our Live Chat consultants to discuss an alternate product recommendation.

A product I want is out of stock

We are working hard to meet demand and taking immediate steps to replenish our stock as quickly as possible.

Sold out collections

Limited edition collections are only available for a limited time.

How can I get an ingredient listing?

Please refer to the product page If you need information on specific products and ingredients, kindly contact our Consumer Care team at 1800-556-948 (9am - 5pm. Monday - Friday excluding public holidays)

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. 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 8 and above
  • 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 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 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.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.

Do you offer makeup or bridal lessons?

We offer Bridal 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?

Contact us here and our team will gladly help you with all your beauty questions, together with tips and advice on how to create your perfect look. Or check out our online product guides or how-to pages.

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:

  • Microsoft Internet Explorer 8 and above
  • 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

I have been charged incorrectly

Charged incorrectly or charged more than once? Our accounts team runs checks for this daily, so please allow approximately 1-2 business days for the funds to automatically appear back into your account.

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 without your express consent. Read our Privacy Policy for additional information.

SPAM Filters and ISPs

Your Internet Service Provider (ISP) or Email client may be using filters to block email and this may be affecting the receipt of email from Clinique Online. 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. This will ensure that correspondence from Clinique Online will be accepted. If you have any questions, please contact us at 1800-556-948.

If your provider is Yahoo:

  • Open the Email message
  • Click the "Add to Address Book" link on the far right.
  • The address will be automatically entered into your Yahoo! Address Book.
If your provider is Hotmail:

  • Open the Email message.
  • Click "Save Address(es)" at the top of the message header.
If your provider is MSN:

  • Open the Email message
  • Click "Save Addresses" on the right.
  • Select the check box next to the address you want to save. You can also make changes to the contact information.
  • Click "Save".
.

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.

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.

I accidently ordered the wrong product, what should I do?

If you have accidently ordered the incorrect product, please simply return the unused item within 14 working day of delivery through our returns portal. Click here to access the Returns Portal and complete all required details, including the items you would like in your exchanged order.

Please note that we cannot accept returned goods that we reasonably believe have been used, except those covered by our Perfect Match Guarantee*.

I purchased a product in store, can I return it?

If you made your purchase through a partnered retailer (Adore Beauty, David Jones, Mecca or Myer) or an airport location, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.

Store Return policies can vary so please contact our authorised retail locations for further details. We do not accept returns from in store purchases.

How long will it take to receive a refund for my returned items?

Once received, return packages are processed within 8-10 business days. The time to post a credit to your account can vary and is determined by the issuing bank. Please contact your issuing bank for details.

I purchased a foundation and it’s the wrong colour, what can I do?

Our Perfect Match Guarantee program is designed to help you find your perfect shade. Valid for foundation, concealer and powder products listed below, if your shade isn’t a perfect match, you may send it back to exchange for another shade. Exchanges are only offered on the same Perfect Match Guarantee product purchased from the original order. We are not able to substitute for a product that isn’t on the list below.

  • Corrector
  • Creamy Concealer Kit
  • Extra SPF 25 Tinted Moisturizing Balm
  • Instant Full Cover Concealer
  • Intensive Skin Serum Concealer
  • Intensive Skin Serum Foundation SPF 25
  • Nude Finish Illuminating Powder
  • Nude Finish Tinted Moisturizer SPF 15
  • Sheer Finish Loose Powder
  • Sheer Finish Pressed Powder
  • Skin Foundation Stick
  • Skin Foundation SPF 15
  • Skin Long-Wear Fluid Powder Foundation SPF 20
  • Skin Long-Wear Weightless Foundation SPF 15
  • Skin Nourishing Glow Foundation
  • Skin Weightless Powder Foundation

Click here to access the Returns Portal and return the product to arrange your free return and exchange for your perfect shade.

I would like to return a gift, but don’t want the gift-giver to know. Can you help?

We can exchange an unwanted gift with a proof of purchase. Chat to our Customer Care team to see if we are able to search the order on our system.

Need another question answered?

Chat to our Customer Care team