Our Commitment to You
At MAC Store, we believe that beauty should be an effortless experience from purchase to delivery. Just as we meticulously craft our premium cosmetics, we’ve designed shipping and returns processes that reflect the same level of professionalism and care. Your satisfaction is our ultimate priority, and we’re dedicated to making your beauty shopping experience as flawless as our products.
Shipping Information
Order Processing
All orders are processed within 1-2 business days from the date of purchase. You will receive a confirmation email with tracking information once your order has shipped.
Shipping Methods & Delivery Times
| Shipping Method | Cost | Delivery Time | Carrier |
|---|---|---|---|
| Standard Shipping | £12.95 | 10-15 business days after dispatch | DHL or FedEx |
| Free Shipping | Free for orders over £50 | 15-25 business days after dispatch | EMS |
Please Note: We ship worldwide, excluding some Asian countries and remote regions. International customers are responsible for any customs duties or import taxes that may apply.
Returns & Exchanges
Return 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, we cannot accept returns or exchanges on the following products:
- 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 detailed 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 shipping, returns, or exchanges:
Email: [email protected]
Response Time: Within 24-48 hours
Business Hours: Monday-Friday, 9:00-17:00 GMT
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.