MAC UK - Online Returns and Cancellation Policies & Procedures

Date of Last Update: September 25th, 2020

We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our MAC UK - General Terms and Conditions for Online Product Sales).

If you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the MAC website or in a MAC store, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location. Please note that if you purchased your products using Clearpay, you may return them but you will not be able to exchange them.


1. Your Cancellation Rights

As you are a consumer and have made an order on-line you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund (or exchange) within 14 working days from delivery.

Return Options

Complimentary Returns: In order to return your online order to us free of charge, please print and complete our Returns Note which can be found here. Please enclose the note with your parcel and return it using https://www.collectplus.co.uk/mac.

Independent Returns: Alternatively, if you wish to return your online order via an independent courier of your choice, you can do so by returning the goods to the following address:
Estee Lauder Companies
3 Kites Croft Business Park
Warsash Road
Fareham
PO14 4FL

Please print and complete our Returns Note which can be found here. Please enclose the returns note with your parcel. NOTE: Any postage cost obtained via independent return will not be reimbursed.

Please ensure you obtain a proof of postage when you return your order.

Refunds & Exchanges

Please allow 14 working days from the date your order is returned for your refund to be processed. The refund will be processed to the original payment method used to place the order. Any exchanges will be processed to the original delivery address on the order.

We advise that all online returns can be made using the complimentary returns service as indicated above (Return Options). This includes any faulty or damaged goods. If for any reason you wish to use an alternative returns method to the complimentary service provided, this may incur an additional charge, which will be at your own expense and not applicable for reimbursement.

Products ordered from 1st March 2020 with a valid receipt can be returned or exchanged up to 90 days following their purchase date.

Products excluded from this are:

  • • Gift cards
  • • Booking Fees
  • • Personalised goods
  • • Services

This does not affect your statutory rights.

Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.

Alternatively online orders can be returned at any MAC store (excluding department stores and airports) with your original order confirmation. Online orders will not be able to be returned in store if you paid by PayPal.

If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within 14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us, provided that you have returned the goods to us within 14 working days of delivery to you or your notifying us of cancellation.

Refunds will only be made against the original credit/debit card used.

We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

Your right to return goods does not apply to goods

  1. made to your specification or
  2. which have been clearly personalised (e.g. by being engraved) or
  3. which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or
  4. where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.


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2. Your Rights if there is a Problem with a Product

In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered please notify us as soon as possible via Web Messaging here.

Please provide the order number and ensure that you keep the box, packing materials including packing note and all items received for inspection.

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3. 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

- Live Chat

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.