Sending via Shopify: Please send this via Shopify and make sure the return address is listed as GA on Shopify. Confirm the items being returned and advise them they will just have to print and send it back.

Online verbiage has changed and there is also a request form they can fill out on the website that will come to Gorgias, I am setting it up to go to it's own box and we will assign two people to check periodically throughout the day and send them asap- Check out the website and the new form! https://bluemercury.com/pages/shipping-returns-exchanges

Why?

Our current return procedure is based on policies provided directly by the client, and while we don’t always set the rules, we do our best to support them effectively. Stores can still process returns independently when customers are okay with a no-receipt exchange and store credit—no need to involve the online team or wait for a confirmation email. However, if a refund is requested, it’s important that store teams clearly explain that it will be processed once the online team is available, and a confirmation will follow.

Though our hours may differ slightly from store hours(just an hour!), communication doesn’t stop when our phones do. Stores are able to email us with the return details so we can prioritize them when we’re back. The goal is to provide a smooth customer experience through flexibility, teamwork, and proactive communication.

Returns are free and accepted in store and by mail, within 90 days of the marked as delivered date.

Return Policies posted to website

Returns are free and accepted in store and by mail, within 90 days of the marked as delivered date.

Not satisfied with your purchase? Returns are FREE and designed for your convenience.

We gladly accept returns on products that are in new or gently used condition.

Gently Used can mean 75% of the product remains unused in its container

All samples are yours to keep, regardless of the return.

Samples and Gifts with Purchase do not need to be returned in any situation.

Where to Return

When to Return

When to Report an Issue

Where does the Refund go?

If purchased using a Debit/Credit Card:

Refunds issued back to a Bank Card (Debit/Credit Card) can take 7-10 business days to reflect in bank account.
Processing time will be dependent on the bank's processing time, the credit may take a few days to reflect on the account. Advise to contact Bank directly for further info.

If purchased using PayPal:

Refunds issued back to a PayPal account can take 7-10 business days to reflect in account. Advise to contact PayPal directly for further info.

If purchased using Applepay:

Refunds issued back to a PayPal account can take 7-10 business days to reflect in account. Advise to contact PayPal directly for further info.

If purchased with a Bluemercury Gift Card:

Refunds issued back to Gift Cards reflect immediately and become available to use.
If an order purchased with a Physical Bluemercury gift card or an E-Gift Card, a refund can only be sent back onto the original gift card.

If purchased with Klarna:

Refunds issued back to Klarna are processed in different ways, depending on the status of your payment schedule, how much you have paid and if the store has processed a full or partial refund.

If the total amount owed is less than the refund, the refund will be available as a positive balance in your Klarna account, allowing you to purchase again using your account at any participating online stores. Contact Customer Service to complete a refund form should you instead want the refund credited to your bank account.

It can take up to 14 days for the funds to show in your account.

After a we have issued the refund in shopify, then Klarna will send the CS an email regarding the return/refund towards their remaining balance.
CS will not receive a refund notification from Bluemercury after it has been issued.

How long for my refund to be processed?

Refunds: As soon as package arrives, please allow three to five business days to process the refund. You will receive an email confirmation once your return has been processed. If your refund is being applied back to a bank card or credit card, expect the credit to appear on your account within 7-10 days after you receive the notification email. Your financial institution may take longer to reflect the transaction.

Can you undo a refund?

Cannot undo a refund. Once a refund has been issued, it cannot be canceled or reversed.

Return Policy for Online Orders

Bluemercury offers two options to return an online purchase:

Option 1.) Return to any Bluemercury Store

Bring the products you would like to return with their order number to your next visit to any of our Bluemercury Store Locations to return your order to receive a refund.

Option 2.) Return by Mail

All of our online orders include a shipping invoice packing slip with an attached, no-cost return shipping label, that will only need to be placed on the original package and returned to our warehouse.

Macys

If you purchased it at a Bluemercury located within Macy's, then you can return it to any Bluemercury's in Macy's,

But you cannot return any other type of purchase to a Bluemercury located within Macy's.

Macy’s will accept for return or exchange Bluemercury purchases with proof of purchase within 180 days of purchase. Bluemercury returns and exchanges can be accepted at a Macy's store with a Bluemercury shop or returned by mail. Macy’s will not accept returns or exchange purchases from Bluemercury standalone stores or online orders.

Amazon Order Returns

Orders placed on Amazon.com and fulfilled by Bluemercury must be returned within 90 days (90 days after purchase date) and are subject to Amazon.com Terms and Conditions. See our "Returns & Refunds" policy on Amazon.com for the most up-to-date information.

Amazon Orders can be returned to any Bluemercury Store Location or returned by mail, but they cannot be returned to Bluemercury inside Macy's locations.

Exchange Policy

Gift Returns Policy

Gift Returns

If you are returning a gift, please notify us by calling 1-800-355-6000 during business hours--Check the box on the return packing slip if you prefer to get the purchase price sent to you as a Gift Card. We can refund gift orders as a Gift Card that can be used in stores and online at Bluemercury.com. Exchanges may only be conducted in-store and cannot be performed by mail.

Returns purchased with Beauty Cards

The Beauty Cards are applied as a coupon not a tender pre tax so if the customer returns the item they would only received a credit for the amount the product was discounted for an not include the tax. The tax is covered by the Beauty Card.

If making a return of a purchase made online or from a store to one of Stores, the Store Associate will follow our Beauty Card Reward policy of, “Return of a purchase made with a Beauty Card will result in a reduction of the value of your refund by the amount of the Beauty Card” provided on our BlueRewards Terms and Conditions page (https://bluemercury.com/pages/bluerewards-terms-and-conditions).

If wishing to exchange a product that was purchased using a Beauty Card Reward, the Store Associate will follow our Exchange policy of, “if you exchange for an item at a higher price point, you will need to pay for the difference in price and sales tax. Likewise, if you exchange for a different item at a lower price point, you will receive back the difference in price and sales tax. Exchanges may only be conducted in-store and cannot be performed by mail.” provided on our Shipping, Returns, and Exchanges page (https://bluemercury.com/pages/shipping-returns-exchanges).

Unfortunately our stores are unable to offer an equal exchange with a product that was discounted with a Beauty Card Reward, as that initial product was purchased at a lesser value and is no longer of equal value to the newer, full-priced item. As the two products are no longer of equal value, they are unable to conduct an equal exchange.

As our Beauty Card Rewards hold no cash value, we are unable to provide a credit back to the purchasing payment method if purchased in-store, however we are able to provide this reimbursement in the form of a Bluemercury Gift Card equal to the Beauty Card Reward value for the customer to use online or in-store with no expiration.

If the customer would like to receive this Bluemercury Gift Card by email, please confirm their account email address and proceed to send an E-gift card equal to the value of their Beauty Card Reward to that confirmed email address.

If the customer would like to receive this Bluemercury Gift Card as a hard copy, physical Gift Card, please advise for the customer to visit any of our Bluemercury Store locations and request a Store Associate to contact our Customer Care Team where we can authorize a physical gift card.

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