The best way to keep up to date with the status of your order is to visit the track my order page. You can also click the link in your dispatch email, which you will receive as soon as your order has been dispatched from our warehouse.

If you 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.

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

Please note the courier may not post tracking information online for up to 24 hours after the order is dispatched.

Contact Us to speak to Consumer Care.

Please note that products purchased between 1st November 2024 and 11th December 2024 with a valid receipt can be returned up to 11th January 2025. You will have the usual 30 days to return orders placed from 12th December.

Products excluded from this are:

• Gift cards
• Booking Fees
• Personalised goods
• Services

This does not affect your statutory rights.

If for any reason you are not completely happy with your Bobbi Brown purchase, simply return the unused products and we will refund your account for the amount of the purchase.

To return your online order to us free of charge, please:

1. 1. Print and complete our returns note which can be found here:
   Returns Note
2. 2. Re-package your items safely, including the completed returns note
3. 3. Follow the instructions on www.royalmail.com to receive your returns label

Products ordered online or in-store with a valid receipt can be returned or exchanged up to 30 days following their purchase date.

For more information about returns and refunds, please click here.

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: 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. 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.

If you wish to cancel your order, you have 30 minutes after your order is confirmed to do so. However, as processing times can vary, please note that we cannot guarantee your order will be cancelled when requested. In this case, you can return your unused item(s) for free - details of our returns process can be found here.

Please Contact Us.

Please ensure you have your order number ready when contacting us.

We are sorry to hear that there is a problem with the product delivered. Please contact us by clicking here and we will do our best to help you. Please include your order number with all enquiries. If your product is faulty, please retain the box, packaging, and all contents.

To learn about Estée Lauder Companies’ policies on animal testing, clean beauty, human rights, and more, visit our Viewpoints Page.

We are more than happy to help you place your online order. Reach out to our Customer Service Team by calling 0808 281 0232, and our experienced team will assist you if you are experiencing problems ordering online.

At checkout, select ‘Redeem a Gift Card’. Enter the gift card number and pin, then select ‘Apply’. If the gift card does not cover the value of the full order, the remaining amount must be paid with a credit/debit card. Only one gift card can be used at a time.

At Bobbi Brown, the safety of our consumers is our highest priority. We utilise 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.

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

Makeup sessions are available in all Bobbi Brown stores, however online booking is only available in certain stores. Click here to book your appointment for a range of in-store Beauty Services with a Bobbi Brown Makeup Artist your preferred counter location.

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/bbaccess 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

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.