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Bluemercury

Get answers to commonly asked questions, including order status, return policy, and how to contact customer service at Bluemercury.

Help Center & FAQs | Bluemercury

Help & FAQ

How do I contact Customer Service?

What is my order status?

I have a product or vendor submission.

I have a press inquiry.

How do I contact my local store?

What is the Bluemercury corporate address?

Contact Us

How much does shipping cost?

When will my order ship?

Where is my order?

Do you have any shipping restrictions?

Do you ship to Hawaii or Alaska?

What happens if my order is lost or stuck in transit?

Shipping

What is your Return and Exchange Policy?

How do I return or exchange an online order?

How do I return or exchange a store purchase?

What is the process for a return by mail?

What should I do if the product I received is damaged or broken?

Can I return a product that was gifted to me?

How do I cancel my return request?

How do I return a Bluemercury Inside Macy's purchase?

Returns & Exchanges

Shipping, Returns, & Exchanges

How do I track my order?

Can I cancel my order?

Can I add or remove items from my order?

How do I contact customer service about my order?

What happens if an item I ordered is out of stock?

What should I do if my order is canceled as fraudulent?

Do you have Shop Now, Pay Later?

Can I receive samples in my order?

Does Bluemercury offer curbside pickup?

Orders

How does the BlueBonus Promotion work?

Why isn't my Promo Code working?

Does Bluemercury offer an affiliate program?

Spa Local Offer

Local Welcome Offer (In-Stores Only)

Excluded Brands & Products

Ratings & Reviews Sweepstakes Rules & Regulations

Labor Day Weekend Sale

All Offers

Offers & Promotions

Do you offer Gift Cards?

How do I check my Gift Card balance?

What should I do if my Gift Card balance is incorrect?

What should I do if my Gift Card is lost or stolen?

How are refunds processed to Gift Cards?

Can I receive a resend of a digital item not delivered to the intended recipient?

Can I return a purchase made with a Gift Card? Can I return a Gift Card?

Is a Promotional Card the same as a Gift Card?

E-Gift Card Terms and Conditions

Gift Card Minimum Balance - Cash Back

Gift Cards

Bluemercury BlueRewards Program Terms & Conditions

BlueRewards Refer-a-Friend Program Terms and Conditions

What is the Bluemercury BlueRewards Program?

What are the benefits of the BlueRewards loyalty program?

What is the Privacy Policy?

What are the Bluemercury BlueRewards Terms and Conditions?

Who can join? What are the eligibility requirements?

Can employees participate?

I am already a customer of Bluemercury. Do I need to take any action to join the Bluemercury BlueRewards Program?

How do I join?

What information do I need to provide to join?

Do I get a Bluemercury BlueRewards card for joining?

Program Information

Is my personal information secure? Will my information be shared with others?

What if I can’t remember my log-in information?

How do I change my password?

How do I change my personal information?

What do I do if I forget to tell the Beauty Expert I'm a Bluemercury BlueRewards Program member at the time of my purchase?

What do I do if I forget to sign into my Bluemercury BlueRewards Program account online when I made an order?

Do I have to subscribe to Bluemercury.com emails if I join Bluemercury BlueRewards?

Do I have to create an online account if I joined the Bluemercury BlueRewards Program in a Bluemercury store?

How do I cancel my membership?

Are my in-store and online accounts linked?

My Account

How many levels are in the Program?

How do I achieve each level of the Bluemercury BlueRewards Program?

What is qualifying spend?

Will purchasing gift cards/e-gift cards count towards my Program Level?

What benefits exist at each Program Level?

Does my Program Level expire?

I’ve made a purchase before joining, will this count towards my Reward Level status?

What happens if my purchase is returned or cancelled?

How do I check my status?

What do I do if I think there’s an error in my status?

Program Level

How will I receive my rewards or view Program Level status?

When are the Beauty Cards issued?

How long is the redemption period?

How do I redeem my rewards?

How many rewards can I redeem at once?

How can I return or exchange a reward?

Do rewards expire?

Are there any exclusions to using my reward?

Do I need to use my reward in one transaction?

How do I know the shipping status of my reward redeemed online?

Why can’t I redeem a reward?

I did not receive an email with my birthday reward.

Rewards

BlueRewards

Do you accept cash in stores?

How can I receive a copy of my receipt if I didn't get an email?

How do I report a problem with a purchase made at a Bluemercury store?

Do you have Spas?

Do you offer Curbside Pickup?

Stores & Spas

How do I cancel my Bluemercury account membership?

How do I report a potential fraud or unauthorized use of my information on Bluemercury?

How do I sign up for text messages?

What should I do if I have issues or questions relating to my Macy's credit card or Macy's account?

Privacy & Security

What is Flex and what is their relationship with Bluemercury?

What is an HSA/FSA Account?

How do I pay with my HSA or FSA card?

What if I don’t have my HSA/FSA card available?

Why can’t I see Flex as a payment method?

Why is my HSA/FSA card being declined?

I would like to use multiple HSA/FSA cards to pay for an item. Can I do that?

If I do not have enough funds in my HSA/FSA account to cover my purchase in full, can I still use Flex at checkout?

Is sales tax covered by HSA/FSA funds, or is it treated separately?

Do I need a prescription to purchase products with HSA/FSA dollars?

Can I use a gift card with my FSA/HSA purchase?

Can I use my FSA/HSA card in store?

FSA/HSA Payment Questions

Where can I find my itemized receipt and Letter of Medical Necessity?

I logged into the consumer portal but it’s blank — I don’t see any documents.

When will my documents be available on the portal?

Flex Consumer Portal

What is a Letter of Medical Necessity?

Why do I need to provide health information at checkout?

Do all products require a Letter of Medical Necessity?

Do I need to do anything with my Letter of Medical Necessity?

Can I use a Letter of Medical Necessity from my own doctor?

I mistakenly entered my name and/or date of birth incorrectly. How do I get a corrected letter?

The date on my Letter of Medical Necessity is one day different from my receipt.

My FSA says I need additional information (product name, NPI number, etc.) added to my letter.

My product is auto-substantiated but my FSA is still denying my claim. What can I do?

Letter of Medical Necessity Questions

My HSA/FSA claim was denied. What should I do?

I submitted my itemized receipt for reimbursement and my FSA requires more information.

My purchase receipt from Bluemercury has a different amount than what my FSA was charged. How can we resolve it?

Is sales tax covered by HSA/FSA funds?

Can I get reimbursed for an older order that wasn’t placed through Flex?

Can I purchase a product now and apply for FSA reimbursement in the next calendar year?

FSA/HSA Reimbursement Questions

What happens if I need to return an HSA/FSA eligible item?

Returns

FSA/HSA & Flex Payments

Product Recalls

Have any questions about your documents or post purchase issues? Email support@withflex.com

The following products were sold at Bluemercury.com and were recently recalled by U.S. regulatory agencies.  The information is based on press releases issued by the manufacturer, regulatory agency, or both. Laundress New York*. Oribe Serene Scalp De

The following products were sold at Bluemercury.com and were recently recalled by U.S. regulatory agencies. &#xA0;The information is based on press releases issued by the manufacturer, regulatory agency, or both.<a href="http://www.thelaundress.com/pages/safety-notice" style=" text-decoration: underline;" target="_blank">Laundress New York*</a>Oribe <a href="https://www.fda.gov/safety/recalls-market-withdrawals-safety-alerts/kao-usa-voluntarily-recalls-some-lots-oribe-serene-scalp-densifying-shampoo" target="_blank" rel="noopener noreferrer">Serene Scalp Densifying Shampoo&#xA0;</a>*The above is a safety notice, not a product recall. Please click on the link for above for more detailed information.

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