Magic Makeup

Returns Procedure

What is your returns policy?
We hope that you will be pleased with your order but if for any reason you wish to return it, we will accept for refund unused, unopened or sealed items in the exact condition as sent out by Magic Makeup. Some goods, however, may be excluded from this refund policy and they are noted below.

Under the terms of the Distance Selling Regulations you are entitled to a 7 day cooling off period which beings as soon as the order is made and ends 7 working days after the day of receipt of the goods. You may not cancel any contract you have for services carried out by us (eg Priority Service). Until goods are returned to us, you are advised to take all reasonable care to ensure that the goods are stored safely to prevent damage to them. Please note you will be required to meet all associated costs to return items to us.

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How do I cancel my order?
You must contact us by email to notify us of your intent to cancel the order within the 7 day cooling off period otherwise we cannot accept items for return. We regret we are not able to accept returns unless we have been notified beforehand.

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What items are excluded from your refund policy?
Refunds are not made against mascara/lash products, lipgloss, liquid eyeliner, pierced jewellery or unsealed items.

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Can I return an item I have tested?
For hygiene and quality reasons we cannot refund any item that has been tested, opened or used. Examples might be, but not limited to items that have been used or partially used or items where the packaging has been opened and damaged and/or tamper evident seals broken. All returned items are quality inspected in our warehouse before a decision to refund is made by us. We will not refund where we reasonably believe that an item has been unsealed or used and we will notify you if this is the case. You will then be responsible for arranging for such goods to be returned to you within 28 days of our notification.

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Can I return items from a multipack?
Where a multipack has been purchased, the entire unopened pack must be returned.

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Can I have a refund if an item doesn’t suit my skin?
As we trade online we cannot provide individual advice, recommendations or consultations. Thus we cannot be responsible for reactions or sensitivity caused by products purchased from us. Manufacturer’s instructions should always be followed before using any product. When purchasing products you should be sure they are suitable for your own particular use as refunds cannot be made if they prove not to be.

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Important refund advice for bags and jewellery
Bags and jewellery are sealed in clear packaging before leaving our warehouse. This will allow you to view the item, check the colour and size while preventing accidental damage or absorption of, for example, cigarette smoke. Please make sure the item remains sealed should you wish to return it for refund.

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How soon should I return my goods?
You should return goods to us within 14 days of delivery and meet all associated costs for their safe return. We recommend the use of Recorded Delivery as we cannot be liable for goods lost or damaged in transit.

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When will you process my refund?
A refund will be issued within 14 days of receipt of the returned goods according to the original payment method. Please allow a few days for funds to clear back to your original payment card.

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Can I exchange products?
We do not offer an exchange service - please return your item for refund and reorder.

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I received free shipping, how will this affect a refund?
On returning goods, if the remainder of your order value falls below our free delivery threshold our standard shipping charge will be deducted from the final refund amount.

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I received an order discount, how will this affect a refund?
If a discount was applied to your original order and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.

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Product Complaints
You should contact us by email preferably within 2 working days if your order arrives with items that have been damaged in transit or are incorrect. If you receive a faulty item please contact us as soon as you are aware of the fault so that we can resolve the problem as soon as possible. We may require you to provide photographic evidence of faults or damage to support a claim.

We do require your complaint be made by email so that we can log, track and resolve the matter efficiently and quickly.

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