FREQUENTLY ASKED QUESTIONS

The health and well-being of our employees, customers, partners and the broader community remains to be our top priority.

Please note that according to information and guidance available from the W.H.O and medical experts, the risk of catching the virus that causes COVID-19 by touching cardboard or other shipping containers is low. Our products are produced and packaged under stringent quality control and safety procedures, with standard comprehensive hygiene and cleaning protocols in place across our manufacturing and distribution channels. MACCOSMETICS.CO.UK remains open and we remain committed to health, safety, and support for our communities, online and off, as we navigate through this unprecedented time together.

Please refer to the below FAQs for the latest brand information and updates.

1HOW DO I BUY MAC PRODUCTS?

You can place orders through MACCOSMETICS.CO.UK or go to our FIND A STORE page to locate a MAC Cosmetics store near you. MAC is also available online at ASOS.com, Boots.com, Brownthomas.com, Debenhams.com, Fenwick.co.uk, Harrods.com, Harveynichols.com, Houseoffraser.co.uk, Johnlewis.com, Lookfantastic.com and Selfridges.com.

MAC Cosmetics takes great pride in producing the finest quality prestige makeup products. Consumers can be assured that by shopping at one of our authorised retail partners, they are purchasing genuine MAC products. Please speak to an Artist using our Live Chat functionality or call 0808 281 0230 if you have further questions.

2 ARE YOUR STORES OPEN?

There is nothing more important than the health and well-being of our employees, customers, and community. Beginning Thursday, 5th November 2020, we are once again putting down our brushes and will be temporarily closing our MAC standalone stores in England, in addition to Wales and Ireland. MACCOSMETICS.CO.UK and selected retail stores remain open. Join us @MACCOSMETICSUK or SIGN UP TO EMAIL for the latest updates.

3HOW MANY PEOPLE WILL BE ALLOWED INTO YOUR STORE AT ANY ONE TIME?

Your health and safety are our #1 commitment. To maintain social distancing requirements, we ask all customers stay 2 metres apart when visiting our stores. Depending on the size of the store you visit, the number of guests allowed inside will be limited at any given time.

Rest assured, we are following local health guidelines and taking extra safety precautions to help protect you. To learn more about what we’re doing to keep you safe in stores, CLICK HERE.

4WILL PEOPLE HAVE TO QUEUE TO GET IN?

Your health and safety are our #1 commitment. To maintain social distancing requirements, we are asking all customers stay 2 metres apart when visiting our stores. Depending on the size of the store you visit, the number of guests allowed inside will be limited at any given time.

Rest assured, we are following local health guidelines and taking extra safety precautions to help protect you. To learn more about what we’re doing to keep you safe in stores, CLICK HERE.

5WILL PEOPLE BE ALLOWED TO TRY PRODUCTS?

Your health and safety are our #1 commitment. In an effort to be extra-cautious, we have temporarily suspended all instore product trials and services but hope to safely resume these in the near future.

In the meantime, our expert Artists are available to consult and answer any questions. We also encourage you to try our Virtual Try-On, which allows you to instantly sample a range of curated looks without actually applying products.

6ARE YOUR STAFF WEARING FACE MASKS?

All staff will be wearing masks. Your health and safety are our #1 commitment. We want to assure you that we’re following local guidelines and taking extra precautions. Social distancing measures and hygiene protocols are in place. All customers will be asked to use our hand sanitizers upon entering and leaving our store. Plexi-glass screens have been fitted to all cash-desks, and we accept contactless cards, Apple Pay and credit cards. Cash payments are currently unavailable.

To learn more about what we’re doing to keep you safe in stores, CLICK HERE.

7WILL PEOPLE NEED TO WEAR A MASK TO VISIT STORES?

We are wearing a mask to protect you and we ask that you do too. Our community matters. To help protect the community and in accordance with government guidance, please wear your face covering when entering our stores.

To learn more about what we’re doing to keep you safe in stores, CLICK HERE.

8 CAN I BOOK A MAKEUP APPOINTMENT?

Please note that all beauty services and makeup applications are temporarily suspended.

You can join us @MACCOSMETICSUK or SIGN UP TO EMAIL for the latest updates.

9 IS ONLINE SUPPORT STILL AVAILABLE TO CUSTOMERS?

As always, you can continue to shop your favourite products at MACCOSMETICS.CO.UK. Our Virtual Try-On lets you play with different lipsticks, eyeshadows mascaras and our #1 bestselling Studio Fix Fluid Foundation from wherever you are. You can also Live or Video Chat with one of our makeup Artists who are standing by to help with anything you need.

10 HOW WILL I KNOW WHEN MY ORDER IS CONFIRMED?

You can check the status of your most recent orders by visiting your Order Status page HERE. This is the easiest and fastest way to get the most current information regarding your online orders.

If you are unable to do this or have not received a confirmation email within 24 hours or dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting us.

If you have placed your order a next day delivery, confirmation and dispatch emails should be received on the same day.

Once shipped, you will receive a dispatch confirmation email with tracking details.

Alternatively, speak to an Artist using our Live Chat functionality, or just CLICK HERE to contact our Customer Care team via email. Please include your order number with all enquiries.

11 Where is my confirmation/dispatch email?

Please check your online account for the latest status of your order. If you are unable to do this or have not received a confirmation email within 24 hours or dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting us using our Live Chat functionality.

If you have placed your order a next day delivery, confirmation and dispatch emails should be received on the same day.

12 WHERE IS MY ORDER?

Track your most recent orders by visiting the Orders page in the My Account section. This is the easiest and fastest way to get the most current information regarding your maccosmetics.co.uk orders.

When you click on the above link, you will be prompted to log in with your e-mail address and password. An order summary page will provide you with detailed information about your current and past orders.

If you have placed your order using our Guest Checkout service, you will be able to track the delivery of your parcel once your order has been dispatched from our warehouse and you have received your dispatch email. Simply click on the link in the dispatch email.

If you have a MAC Cosmetics Online Account, after your order is dispatched, you can track the delivery status of your order online with our courier by clicking on the tracking number under the heading ‘Track your package’.

Please note the courier may not post tracking information online for up to 24 hours after the order is dispatched.

ORDER STATUS DESCRIPTIONS BEFORE DISPATCH


Processing

Your order is currently being processed into our warehouse system. Once your order is confirmed and accepted, it will appear as ‘In Warehouse’ status.

In Warehouse

The order is now being managed by our Warehouse team, who will select, pick and package your order in time for dispatch.

Dispatched

Our courier has collected your order from our warehouse and is in the process of delivering it to you. You may track this delivery by clicking on your tracking number under ‘Order Details’.

Before you contact us, please read your order confirmation email to check the delivery option you have chosen. Please also check what time you placed your order as any orders placed after 12 noon will be classed as if they were placed the next day. Alternatively, with Customer Care.

13 HOW CAN I RETURN AN ITEM?

If for any reason you are not completely happy with your MAC purchase, simply return the unused products and we will remit your account for the amount of the purchase.

Products ordered online or instore with a valid receipt can be returned or exchanged up to 90 days following their purchase date. Please note that returns for purchases made in a MAC store or partnered retail location cannot be returned to MAC Cosmetics Online.

When returning any part of your order, please include the original packing slip, noting the items being returned. Regrettably, delivery and handling fees are not refundable. Please note that Gift Cards and eGift Cards cannot be returned or exchanged. Please click here to view information on how to return your items.

Please also note that any purchases made using Clearpay can be returned but we are unable to provide an exchange or offer a cash refund, if the purchase is returned to store.

If your online order is not as expected, please with customer service or CLICK HERE to contact via email. Please include your order number with all enquiries.

14 HOW CAN I EXCHANGE AN ITEM?

If your online order is not as expected, please with customer service or CLICK HERE to contact via email. Please include your order number with all enquiries.

Products ordered online or instore with a valid receipt can be returned up to 90 days following their purchase date instore.

Please note any purchases made in a MAC store or partnered retail location cannot be returned to MAC Cosmetics Online.

Please also note that whilst any purchases made using Clearpay can be returned, we are unable to provide an exchange or offer a cash refund.

15How do I apply an offer code?

Applying an Offer Code

  • To successfully apply an offer code to your order, you will need to be signed into your online account with email address and password.
  • Before entering your offer code, please fully read the Terms & Conditions associated with the offer/promotion, to ensure that your order meets the qualifying terms to be applied.
  • Only one offer code may be used per order and offer codes cannot be used in conjunction with any other offers, including but not limited to sale items, new launches, gift sets, limited-editions.
  • NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer to be added.


Troubleshooting

  • Please ensure you are signed into your account at the time of placing the order before entering the offer code.
  • Check that your order does not contain any sale items, new launches, gift sets, or limited-edition items.
  • Please ensure that the offer code being applied is formatted correctly, e.g. be aware of capital letters and any special characters.
  • If an offer does not appear to have applied to your order, please check your order qualifies before completing the transaction, as this will not auto-apply after checkout.
16WHAT IS BACK TO MAC?

OUR BACK TO MAC PROGRAM

Because we share your commitment to the environment, MAC accepts returns of its primary packaging through the Back To MAC Program. By returning six (6) MAC primary packaging containers to a MAC counter, you will receive a free MAC lipstick of your choice as a thank you.

Since 100% of the selling price of VIVA GLAM Lipsticks and Lipglass is provided to organizations that help people living with HIV/AIDS, these are excluded from this programme. Limited Edition Lipsticks are also excluded. Please note, any Lipsticks provided free of charge cannot be returned or exchanged.

17 HOW DO I CHANGE OR CANCEL MY ORDER?

Cancelling an Order

Once your order is confirmed, if you wish to cancel your order we advise you will need to contact us via one of the following:

- Phone - 0808 281 0230

- Whatsapp

-

Please ensure you have your purchase order number ready when contacting us. Please note, that for orders placed using Standard Delivery, you will need to contact us with your cancellation request within 3 hours of having placed your order. For any orders placed on expedited shipping services, please contact us immediately to avoid disappointment as processing times will vary from Standard Delivery.

NOTE: As processing times can vary, we advise that we cannot guarantee your order will be cancelled when requested. If this is the case, please see information above on how to return your order free of charge, to obtain a full refund.

18 I RECEIVED THE WRONG PRODUCT - CAN I RETURN IT?

If your online order is not as expected, please with customer service or CLICK HERE to contact via email. Please include your order number with all enquiries.

19 I HAVE NOT RECEIVED MY FULL ORDER – WHAT SHOULD I DO?

If your online order is not as expected, please to Chat Live with customer service or CLICK HERE to contact via email. Please include your order number with all enquiries.

20 I HAVE A FAULTY PRODUCT - WHAT SHOULD I DO?

If you received damaged product, please retain the box, packaging and all contents, and contact us as soon as possible. Please CHAT LIVE with customer service or CLICK HERE to contact via email.

21 I CAN'T PLACE MY ORDER ONLINE, CAN I DO IT OVER THE PHONE?

The easiest and fastest way to speak to an advisor is via CHAT LIVE, who will be able to assist you if you are experiencing problems ordering online. Alternatively, you can CLICK HERE to contact them via email.

22 How can I get help placing an order online?

My payment has been refused can you help?

Due to Data Protection Regulations we are not able to see the reason a payment has been declined. Please contact your bank or card provider for more information.

I need help placing my online order. Can you help?

We are sorry to hear that you are experiencing difficulties placing your order. The easiest and fastest way to speak to an advisor is via , where we can assist you if you are experiencing problems ordering online.

23 DO YOU SHIP INTERNATIONALLY?

Whilst we can deliver to some addresses with our Mail Order service through Customer Services, MACCOSMETICS.CO.UK is unable to deliver to Southern Ireland, Channel Islands, Europe and the rest of the world. We apologise for any inconvenience. To see if we deliver to your address, please CHAT LIVE with customer service or CLICK HERE to contact them via email.

24 WHY IS MY FAVOURITE PRODUCT DISCONTINUED? CAN I STILL PURCHASE IT?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. We recommend speaking with an Artist using our Live Chat functionality, who will be happy to help find you a new favourite.

25 HOW CAN I WORK FOR MAC?

We are always looking for bright, energetic individuals to represent us.

Positions in our corporate offices or corporate field positions can be found on our CAREERS page.

To enquire about positions available in our corporate offices and corporate field positions, please send a cover letter and CV to:

Group Personnel Department
M·A·C Cosmetics
One Fitzroy
6 Mortimer Street
London
W1T 3JJ

Your information will be reviewed by our Human Resources Department. Please understand that we can only respond if there is a position available that is suited to your qualifications. We wish you much success in your career pursuits and hope you will continue to visit us at MACCOSMETICS.CO.UK

26 HOW DO I BECOME A MAC ARTIST?

To enquire about positions available at a MAC counter, please send a cover letter and CV to:

Group Personnel Department
M·A·C Cosmetics
One Fitzroy
6 Mortimer Street
London
W1T 3JJ

Your information will be reviewed by our Human Resources Department. Please understand that we can only respond if there is a position available that is suited to your qualifications. We wish you much success in your career pursuits and hope you will continue to visit us at MACCOSMETICS.CO.UK.

27 WHAT IF I WANT TO OPEN MY OWN MAC STORE?

Thank you for being a loyal MAC fan! We are always looking for bright, energetic individuals to represent us. To learn more, visit our CAREERS page. Please be advised that persons purporting to represent MAC have been offering fraudulent franchise opportunities on various websites. Please do not respond to any such solicitations and, if you are contacted directly regarding any such opportunities, please do not pay any money and immediately contact Copyright Agent c/o Legal Department at COPYRIGHT@ESTEE.COM.

28 CAN'T FIND THE ANSWER YOU'RE LOOKING FOR?

Whether you have a beauty question or need a hand with your order, we're here to help.

Speak to one of our MAC Makeup Artists to get personalised, real-time product advise. You can speak to us on Live or Video Chat, text us on WhatsApp, or upload a photo, 7 days a week.

Order or technical question? Our order/technical chat is available 7 days a week too. Just follow the same process and click CHAT LIVE below to select your option.

29 Who do I contact about a product or service concern?

We want all of our customers to be happy with their purchase or service received. If there's something that you're not happy with, please so that we can try to put matters right.



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