You walk into a beauty store or department store and are greeted with hundreds of foundation options. You’re not sure of your shade so you do a few swatches and settle on what you think suits you best. Money exchanged. Transaction settled.

You go home and try the foundation the next day. Oops. Not the same flawless shade in natural light as it looked the day before in store. What do you do?

If you’re in the US, you take your item back to the store with a receipt and exchange for a different shade. No questions asked. No fuss.

If you’re in the UK, you suck it up. No refunds or exchanges on opened cosmetic products online or in store. Until now.


Earlier this year, Bobbi Brown changed their online refund & exchange policy. Here’s what it says,


This offer is intended to permit a customer to use a small amount of a product to establish if they are happy with the shade, we reserve the right to cancel any order that in our reasonable opinion demonstrates an abuse or ineligible use of this offer. If your purchase is eligible for free replacement delivery, please fill out the Returns Note enclosed in your original order (indicating whether you want a refund or a replacement product) and place it inside the return package and follow the Returns Process. If you choose to order a replacement item which is the same price as the item you originally ordered, then we will send you your replacement item without any additional cost. If you choose to order a replacement item which is a different price to the item you originally ordered, we will contact you to confirm that your order has been refunded and to arrange payment for the replacement product. This promotion does not affect your rights under applicable law or under our standard returns policy. Offer is only available on

Basically this means that if you buy online but the product shade or finish isn’t what you expected, you can exchange or refund. It doesn’t apply to in-store purchases so do still take care to try make-up in natural light, waiting half an hour or so to check for oxidation before you buy.

Bobbi Browns UK policy doesn’t go as far as the standard US policy but it is a step in the right direction. I’m curious to see if other brands will follow suit.