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FAQs

RETURNS

1. CAN I RETURN AN ITEM PURCHASED IN A STORE TO BOBBIBROWN.COM.HK?

Returns or exchanges for purchases made in a Bobbi Brown retail store or department store counter location may not be returned to bobbibrown.com.hk If the item you wish to return was not purchased through bobbibrown.com.hk, we recommend returning to the place of purchase for resolution.

2. CAN I RETURN AN ONLINE PURCHASE TO A STORE?

Returns or exchanges for purchases made online may not be accepted for return or exchange at a Bobbi Brown Counter. At bobbibrown.com.hk, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your bobbibrown.com.hk purchase, we will be happy to exchange the item or issue a refund upon its return. To view our return and exchange policy, please click HERE.

ORDERS AND PURCHASES

3. WHEN WILL I RECEIVE MY ORDER?

For information on a specific order you've already placed, click HERE to sign in and check your Order Status.

4. DO YOU ACCEPT INTERNATIONAL ORDERS?

We currently accept orders for delivery within Hong Kong, SAR of China and Macau, SAR of China only. We apologize for any inconvenience.

5. 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 email programs allow you to designate messages from bobbibrown.com.hk as legitimate email, ensuring that all future correspondence regarding your bobbibrown.com.hk order will be accepted. If you have further questions, please contact us at cs@hk.bobbibrowncosmetics.com

6. WHERE IS MY ORDER?

You can track your order or access your order history by signing in and viewing your account.

7. HOW DO I CHANGE OR CANCEL MY ORDER?

Once your order has been processed, we’re unable to combine or add an item to an existing order. If you would like to cancel your order, please contact our Consumer Care Centre. If your order has been shipped, please refer to Returns or contact our Consumer Care Centre.

8. 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 in finding you a new alternate favorite.

9. CAN'T FIND THE ANSWER YOU ARE LOOKING FOR?

Please email cs@hk.bobbibrowncosmetics.com to contact our Consumer care advisor directly.

10. ARE THE ONLINE OFFERS APPLICABLE IN STORES AND COUNTERS?

The offers are exclusively for Online purchases. They are not available in stores and counters.

11. DO I GAIN MEMBERSHIP POINTS WHEN I PURCHASE PRODUCTS ONLINE?

Membership points program is yet to be available. Purchases made online are not calculated as store membership points.

12. HOW TO KNOW IF MY ORDER HAS BEEN RECEIVED?

You will receive an Email after placing the order. If the payment status shows to be successful, your order is confirmed. You may also login to ‘My Account’ to view the order status.

13. HOW TO USE THE DISCOUNT CODES?

Exclusive offers are updated frequently on our online site. Once your purchase meets a certain criteria, you may apply discount codes to get free gifts. To use a discount code, you may enter the code on the right of Shopping Bag page or Checkout page. Enter the code in the box and click ‘APPLY CODE’. Note that some promotions are not applicable to gift set purchases. Should you have any inquiries, please contact our Consumer care advisor via cs@hk.bobbibrowncosmetics.com or at 3101 4912 (Monday to Friday 9am-6pm).

14. WHAT SHOULD I DO IF THE PRODUCT I WANT TO BUY IS OUT OF STOCK?

You may click ‘Notify Me’ on the product page and submit your email address. Once the product is available, we will send you an email notification.

PAYMENT

15. IS IT SAFE TO USE MY CREDIT CARD?

At bobbibrown.com.hk, we understand how important security is to you. When you place an order at bobbibrown.com.hk, we encode your information using 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. We have used government approved encryption software. To find out more about SSL encryption software go to: HTTP://COMPNETWORKING.ABOUT.COM/CS/SECURITYSSL/G/BLDEF_SSL.HTM?TERMS=SSL.

In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:

  • • AOL 5.0 and higher
  • • Internet Explorer 5.0 and higher
  • • Mozilla Firefox
  • • Netscape 6.0 (Windows only)
  • • Safari
  • • Google Chrome

16. WHY IS MY CREDIT CARD REFUSED?

Your credit card may be refused for any of the following reasons:

  • - The card may have expired. Please check if your card is still valid.
  • - You may have reached your credit limit. Please contact your bank.
  • - The information you entered might be incorrect. Please check that all the required fields were filled in correctly.

17. WHAT SHALL I DO IF I COULD NOT COMPLETE THE CHECKOUT PROCESS?

If you are sure you have entered all correct information but cannot complete the checkout process, please contact our Consumer care advisor via cs@hk.bobbibrowncosmetics.com or at 3101 4912 (Monday to Friday 9am-6pm).

18. WHAT SHALL I DO IF MY PAYMENT IS DECLINED?

Please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. However, if you encounter any further difficulties or have any additional questions, please contact our Consumer care advisor via email cs@hk.bobbibrowncosmetics.com or at 3101 4912 (Monday to Friday 9am-6pm).

OUR PRODUCTS

19. WHERE CAN I BUY BOBBI BROWN PRODUCTS?

To purchase Bobbi Brown products, you can shop online right here at bobbibrown.com.hk . If you would like to visit a Bobbi Brown counter near you, please visit our store locator.

20. WHAT IF I WANT TO OPEN MY OWN BOBBI BROWN STORE?

Thank you for being a loyal Bobbi Brown fan! We are always looking for bright, energetic individuals to represent us. To learn more, feel free to contact us now. Please be advised that persons purporting to represent Bobbi Brown have been offering fraudulent franchise opportunities on various website. Please do not respond to any such solicitations, and if you are contacted directly regarding any such opportunities, please do not pay any money and immediately contact Copyright Agent c/o Legal Department at COPYRIGHT@ESTEE.COM.

Bobbi Brown Club Loyalty Program
FAQs

1. What is Bobbi Brown Club? +
As a member of the Bobbi Brown Club loyalty program (“Program”), you can enjoy exclusive perks, earn points when you shop when you become a Bobbi Brown Club member.

2. How do I join the Bobbi Brown Club? Does it cost anything? +
You can join the Program by signing up with a Bobbi Brown Make Up Artist at any Freestanding Store* or department store counter** operated by Bobbi Brown Hong Kong (collectively “Stores”, and each a “Store”) or at www.bobbibrown.com.hk. You will need to provide your first name, last name, mobile phone number, email address and month of birth in order to enroll. You may also provide us with your preferred salutation, date of birth and age group on optional basis. If you enroll at www.bobbibrown.com.hk, you will need to create a password and agree to the Bobbi Brown Club loyalty program Terms and Conditions (“Program Terms & Conditions”). There is no cost to join Bobbi Brown Club.
*Bobbi Brown freestanding store counters or Concept Store counters participating in the Program are situated at the following locations: Festival Walk, Elements, New Town Plaza, IFC, City Plaza, Popcorn, Tuen Mun Town Plaza and Venetian (Macau). This list is subject to change from time-to-time.
** Bobbi Brown department store counters participating in the Program are located at the following third party department stores: Lane Crawford, SOGO, Harvey Nichols, Langham Beauty and New Yaohan (Macau). This list is subject to change from time-to-time.

3. Who is eligible to join the Bobbi Brown Club? +
The Bobbi Brown Club is available to individuals who are at least 18 years of age. No Purchase is needed to join the Program. Employees of the Estée Lauder companies and employees and individuals employed by our business partners or vendors who are interested to join this Program for personal use will not be eligible for certain Program benefits.

4. What am I agreeing to by joining the Bobbi Brown Club? +
By becoming a Bobbi Brown Club member, you acknowledge that you have read, understood and agree to be bound by the Program Terms & Conditions and by the terms of our Privacy Policy, Terms and Conditions and by any changes or modifications we may make from time to time on our website.

5. What terms govern the Bobbi Brown Club? +
Please refer to the Bobbi Brown Club: Terms & Conditions of Participation for the full list of program terms.

6. How does the Bobbi Brown Club work? +
By purchasing Bobbi Brown products or participating in certain brand experiences at our Stores and online, member will earn points accordingly. It is a tier-based program determined by the qualifying spend within every anniversary year on eligible purchases and through qualifying activities beginning on the date when you enroll. There are 3 tiers of membership with associated benefits:
• Tier 1, FAN HK$0-HK$2,999 a year
• Tier 2, ENTHUSIAST HK$3,000- HK$6,999 a year
• Tier 3, LOYALIST HK$7,000+ a year
When you join, you’ll automatically be placed in Tier 1 (FAN) and be eligible for all the benefits Tier 1 members receive. If you spend at least HK$3,000 on eligible purchases in your first year, you’ll be automatically moved up to Tier 2 (ENTHUSIAST). If you spend HK$7,000 or more on eligible purchases in your first year, you’ll qualify for Tier 3 (LOYALIST).
Your status in a particular tier is good for the remainder of the year in which you qualify for that tier and the following full year. After that, you’ll need to spend enough to qualify for that tier each year. For example, if you qualify for Tier 2 (ENTHUSIAST), during your first year, you’ll maintain ENTHUSIAST status during your second year. But, if you spend less than HK$3,000 on eligible purchases during your second year, you’ll drop back down to Tier 1, FAN status on your second anniversary date.
The higher the tier, the better the rewards.

7. What benefits do members receive? +
As a member, you earn points that determine your tier and associated benefits and rewards. Points Benefits: you are eligible to redeem some or all of these points for full-size product rewards. Please login to your Bobbi Brown Club account to see the latest reward offerings. Reward offerings are subject to availability and can be redeemed in any stores operated by Bobbi Brown in Hong Kong or Macau and/or on www.bobbibrown.com.hk, depending on the type of reward. These rewards are based on the total number of points you have accumulated in a single year as listed below. Once you have redeemed your points reward, your points balance will be reduced by the applicable points value for that reward. You must redeem your available points prior to your anniversary date, otherwise the available points will expire. On your anniversary date, your points will be reset to zero (0) and you will start accumulating new points and earning new rewards when you spend with us again.
Tier Benefits: Certain benefits are based on the tier reached, and you are eligible for these benefits while you are at that tier, regardless of the number of points you currently have. Tier benefits can only be redeemed in our Stores or www.bobbibrown.com.hk/ with the exception of exclusive bonus-points events and VIP events or as otherwise noted. On your anniversary date, even though your points reset to 0, your initial tier status for the year is determined by the total number of points you earned in the prior year.
Tier 1, FAN: HK$0–HK$2,999 a year
• First Purchase gift (with purchase)*
• Birthday Gift (with purchase on birthday month, valid once per year)^
• Free shipping with HK$500 purchase.
• Bonus Points Events
Tier 2, ENTHUSIAST: HK$3,000–HK$6,999 a year
• All Tier 1 benefits
• Tier Upgrade Gift (Online with purchase, offline with purchase; one time upon tier upgrade)
• Early Access to Events and Products preview
Tier 3, LOYALIST: HK$7,000 + a year
• All Tier 1 and 2 benefits
• Tier Upgrade Gift (Online with purchase, offline with/ without purchase; one time upon tier upgrade)
• Complimentary Express Shipping (Online only, no threshold. Applicable to all orders regardless of dollar value.)
• Access to VIP member events
* Dis-enrolling and re-enrolling does not qualify you for an additional use, this is exclusive one-time use.
^ Two Birthday gifts cannot be obtained during the same year, therefore, if Birthday gift was already redeemed while in Tier 1, an upgrade to Tier 2 during the same year does not grant an additional Birthday gift.

8. How do I earn points? +
To earn points, you must be enrolled in Bobbi Brown Club, and you must provide your program member identification at the time of purchase, by signing into your Bobbi Brown Club account on our website or by providing your Program member identifying information (e.g. name, registered email address and/or mobile number) in a Store. If you are not a member of Bobbi Brown Club at the time of purchase, you must enroll in Store or on www.bobbibrown.com.hk/ within the next 24 hours, using the same email address you provided at the time of purchase, in order to be eligible to earn points from that purchase. Bobbi Brown Club members receive at least 1 point for every HK$1 spent on eligible purchases in Store or on www.bobbibrown.com.hk/, however the actual points earned depend on the channel and location of purchase as well as your tier status. Eligible purchases include regular priced merchandise and services exclude redemption items, samples and gifts with purchases, shopping bags, discounts, shipping and delivery charges, and/or other ad hoc promotions and excluded charges specified by us from time-to-time.
Purchases made outside of Hong Kong or Macau are also not eligible for the Program.
In addition to these purchases, here are more ways to earn points:
• Bonus points for your purchase in your birthday month
• Bonus points for your first purchase in your Program anniversary month (for tier 2 & tier 3 members)
• Bonus Points Events
* All points are pending until your order is shipped, 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 is shipped for points to appear in your account.

9. Why have my points disappeared? +
When you redeem your points for product rewards, the available points in your account will decrease accordingly based on the amount of points you redeemed.
Points are valid for one year from your Bobbi Brown Club anniversary date. On your anniversary date each year, your available points expire and reset to 0 and you start accumulating new points to redeem your product rewards.
On your anniversary date, even though your points reset to 0, your tier status is determined by the number of points earned in the prior year.

10. What is my Bobbi Brown Club anniversary date, and where can I find it? +
This is the anniversary of the date when you enrolled in the Bobbi Brown Club, and it occurs on a 12-month cycle. For example, if you joined the Bobbi Brown Club on June 15, 2022, your anniversary date would be June 15, 2023, and every June 15 of each following year.
Your anniversary date is shown in your Bobbi Brown Club account page.

11. Why is my current tier status not reflected by my current points? +
In year one of your Bobbi Brown Club membership, your tier status is determined by the qualifying spend you accumulate during that first year. After year one on your anniversary date, your points reset to 0, and you can start earning point benefits again. The points you accumulated during the prior year of membership determine your initial tier status for the next year, and you are eligible for those tier benefits regardless of the number of points you have.
On the anniversary date of each year, your points balance will be reset to zero, and you can start earning points benefits again.

12. How do I check my account status/tier and track my points online? +
You can check your Bobbi Brown Club account status by login to your account online at www.bobbibrown.com.hk/ where you can track your current points, level and available benefits. All points are pending until your order ships. You can also inquire about your Program status in any Store, or contact Customer Service at (852) 3101-4912. All points are pending until your order ships, 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 is shipped for points to appear in your account.

13. How long does it take for my purchases to accrue points?
It may take 24–48 hours from the time your order ships. If points have not been credited to your account within this timeframe, please contact Customer Service at (852) 3101-4912.

14. What happens to my Bobbi Brown Club 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. If you moved up to a new tier on that order, your tier will also be adjusted accordingly.
If it is found that an order is obtained through fraudulent or other activity that violates Bobbi Brown Club Terms & Conditions, those points and your tier status, if applicable, will also be reversed.

15. How do I redeem my benefits and rewards? +
Your Bobbi Brown Club benefits and rewards can only be redeemed with a store associate in a Store or www.bobbibrown.com.hk/ at checkout with your purchase, except for bonus-points events and VIP member events. 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.com.hk/, except for bonus-points events and VIP member events. You must be logged in to your account to redeem your rewards.

16. How do I receive my birthday gift? +
If you have entered your birthday information into your account profile by the 15th of the month before your birthday, you are eligible for a birthday gift in your birthday month. For members, you can redeem your birthday gift at www.bobbibrown.com.hk/ or in a Store by making a purchase and applying your offer code during the month of your birthday.
All birthday gifts must be redeemed during your birthday month. For example, if your birth date is October 13, you must redeem your gift by October 31, otherwise the offer will expire. You must be logged in to your account to redeem your birthday gift. There is a limit of one birthday gift per member per anniversary year, and birthday gifts cannot be transferred, delayed, exchanged or returned.

17. How do I redeem my free products +
At certain point levels (3,000 points+), you are eligible to unlock points for a free deluxe sample set with any purchase on www.bobbibrown.com.hk/ or in Store. To unlock your points, log in to your account and choose one of the eligible products on your account page and add it to your bag. If you do not unlock 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.

18. How do I receive free shipping on www.bobbibrown.com.hk/? +
• For tier 1 & 2 members, standard Shipping with HK$500 purchase on www.bobbibrown.com.hk/ is free. • For tier 3 members, any purchase on www.bobbibrown.com.hk/ is free.

19. What is Auto-Replenishment? How do I activate Auto-Replenishment with a product order?
After adding a product to your cart, go to the checkout page. Next to that product, you will see an Auto-Replenishment box where you can select a delivery schedule. You will earn points for your initial and all subsequent Auto-Replenishment orders once they are placed. Bonus points will also be applicable for your first order and for all subsequent Auto-Replenishment orders.

Can I return a product that I received as a reward from the Bobbi Brown Club or exchange it for money? +
No. Products received as a reward (e.g., birthday gift) through the Bobbi Brown Club cannot be returned or exchanged for money or any other products or points.

21. Do my points and benefits expire? +
Yes. Points expire on your anniversary date, at which time they reset to 0. You must unlock your available points before your anniversary date, or your eligible benefits and rewards will expire on your anniversary date each year.

22. Do my tier status and tier benefits expire? +
Tier benefits are valid for as long as you are at a specific tier. If you move down a tier, your benefits change accordingly.
In year one on your anniversary date, your points reset to 0, and you can start earning benefits again. While your points reset each year on your anniversary date, your tier status is determined by the number of points you earned during the prior year of membership, regardless of how many points you unlocked. Your status at a particular tier is valid for the year in which you qualify for that tier and the following full year. After that, you will need to earn enough points to qualify for that tier each year. For example, if you qualify for the ENTHUSIAST tier during your first year, you will maintain ENTHUSIAST status during your second year. But, if you spend less than HK$3,000 on eligible purchases during your second year, you’ll drop back down to the Fan tier at the onset of your third year.

23. Does my Bobbi Brown Club membership ever expire? + No. Membership does not expire.

24. Can the Bobbi Brown Club be terminated? +
Yes. We may, in our sole discretion, cancel, modify, restrict or terminate the Bobbi Brown Club or any aspect or feature of the Bobbi Brown Club at any time and we shall endeavour to provide prior notice to you, even though such changes may affect the value of points and benefits already accumulated or earned and/or the ability to unlock accumulated points and benefits.

25. Can my membership in the Bobbi Brown Club be terminated? +
Yes. Bobbi Brown Hong Kong, in its sole discretion, can terminate any membership for any reason including, but not limited to, any failure to comply with the Bobbi Brown Club Terms & Conditions and/or our website Terms & Conditions.

26. What happens to any rewards I have earned if my membership in the Bobbi Brown Club is terminated or expires? +
If your membership is terminated or expires, points and benefits in your account will automatically terminate.

27. How do I terminate my Bobbi Brown Club membership if I no longer wish to participate? +
If you decide you no longer want to be a part of the Bobbi Brown Club, you can opt-out by contacting us at (852) 3101-4912.

28. How do I update, modify or withdraw my account information? +
You can update your information by visiting your account online at www.bobbibrown.com.hk/. 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 Terms & Conditions and Privacy Policy.

29. What do I do if I believe that a purchase or other Bobbi Brown Club activity was not properly credited to my account? +
If you have questions related to your membership account, please contact Customer Service or call us at (852) 3101-4912.

30. What do I do if I forget my password? +
You can reset your password on www.bobbibrown.com.hk/ by selecting “Forgot My Password” on the login page.

31. May I share my account and/or Bobbi Brown Club points and benefits with someone else? +
No. Neither accounts nor points and benefits may be shared or combined. Only the member paying for the products may accumulate or unlock points and benefits.

32. Do my points and benefits have any cash value? +
No. Points and benefits earned through the Bobbi Brown Club have no cash value and are non-transferable. You have no property rights in the points and benefits. Products received as a Bobbi Brown Club reward cannot be returned or exchanged for money or any other products or points.

33. How do I manage my Bobbi Brown Hong Kong email communications? +
You can manage your marketing email preferences in your account on www.bobbibrown.com.hk/ and from the link at the bottom of each of our marketing emails. Email communications from Bobbi Brown Hong Kong give you news on the latest looks, launches, tips, trends, offers and more. In any instance in which you opt out of receiving marketing emails from Bobbi Brown Hong Kong, you will continue to receive transactional emails (e.g., your birthday gift offer code, etc.) related to your Bobbi Brown Club account.
Still have questions? Please contact Customer Service or call (852) 3101-4912.

34. Why are my rewards not applying?
If you have any issues with redeeming your product rewards, please contact us at Customer Service or call (852) 3101-4912.