Our Commitment to Your Satisfaction

At MAC Store, we believe that beauty should be accessible to everyone, and your complete satisfaction is our priority. Just as we carefully craft our premium cosmetics, we’ve designed a returns process that’s as seamless and professional as our products.

Return & Exchange Eligibility

We accept returns and exchanges within 15 days of your receipt date. To be eligible for a return:

  • Items must be in original, unused condition with all seals intact
  • Original packaging must be included and undamaged
  • Proof of purchase (order confirmation or receipt) is required

⚠️ Non-Returnable Items

For health and safety reasons, the following products cannot be returned or exchanged:

  • Skincare products that have been opened or used
  • Make-up brushes & tools that have been removed from original packaging
  • Primer & setting spray with broken seals
  • Any products where hygiene seals have been compromised

Return Process

Step 1: Initiate Your Return

Email our customer care team at [email protected] with the following information:

  • Your order number
  • Items you wish to return or exchange
  • Reason for return
  • Preferred resolution (refund or exchange)

Step 2: Wait for Authorization

Our team will respond within 24-48 hours with a Return Authorization Number and shipping instructions.

Step 3: Package and Ship

Securely package your items including:

  • All original products in their packaging
  • Copy of your order confirmation
  • Return Authorization Number clearly visible

Ship to: 83 Gallowgate, Newcastle upon Tyne, GB CH5U 8PV

Step 4: Processing

Once received, we’ll inspect your items and process your request within 3-5 business days.

Refund Information

Refund Timeline

  • Credit Card/PayPal Refunds: 5-10 business days after return processing
  • Original Payment Method: Refunds are issued to your original payment method
  • Shipping Costs: Original shipping fees are non-refundable

Exchange Options

For exchanges, we offer:

  • Product-for-product exchanges
  • Store credit for future purchases
  • Size or shade exchanges (subject to availability)

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email to: [email protected]


Dear MAC Store Customer Care Team,


I would like to request a return/exchange for my recent order:

Order Number: [Your Order Number]

Order Date: [Date of Purchase]

Items to Return/Exchange:

  • [Product Name 1] – [Shade/Size]
  • [Product Name 2] – [Shade/Size]

Reason for Return: [Please specify – wrong shade, damaged, etc.]

Preferred Resolution: [Refund / Exchange for (specific product) / Store Credit]

Please provide return instructions and authorization number.


Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number]

Need Assistance?

Our customer care team is here to help with any questions about returns or exchanges:

Email: [email protected]

Response Time: Within 24-48 hours

Business Hours: Monday-Friday, 9:00-17:00 GMT

International Returns

As we serve customers worldwide (excluding some Asian and remote regions), please note:

  • Return shipping costs are the customer’s responsibility
  • Customs documentation must be completed accurately
  • Processing times may vary by location

Last Updated: December 2024

Thank you for choosing MAC Store. We’re committed to ensuring your beauty shopping experience is as flawless as our products.