Returns & Refunds Policy


Returns & Refunds Policy

The following products are non-returnable and cannot be refunded or exchanged:

  • Products in a variant or size not typically stocked in our store that we’ve specially ordered for you
  • Made-to-order products (e.g., Atelier Bassi wigs, facial hair, pubic hair, etc.)
  • Products ordered in quantities greater than our regular stock levels
  • Teeth, contact lenses, eyelashes, fingernails/claws, eye blood
  • Books, magazines
  • Gift cards

 

Change of Mind Returns (Online Orders Only)

For UK Customers:

  • You have 14 days from the date of receiving your order to notify us via email if you wish to return unused, untested, and unopened products.
  • Please register your intent to return by email. Once the return is accepted, we will share the return address. Email us at sales(at)tiltmakeup(dot)com.
  • After notifying us, the products must be returned to us within 14 days
  • We will refund the outgoing postage based on the cheapest delivery option available at the time of purchase, provided the entire order is returned. If you chose an expedited or premium delivery service, we will deduct the difference, and only refund the cost of the cheapest delivery option.
  • Postage for partial returns will not be refunded.
  • You are responsible for return shipping costs.
  • Products must be returned in resaleable condition, in their original, undamaged packaging, and must not have been opened or used.
  • Include the below in your return your order number and contact details. 
  • We strongly recommend using a trackable service and insuring your shipment. Be sure to keep your receipt, as you’ll need it to file a claim directly with the postal service or courier company for any lost or damaged parcels. Unfortunately, we cannot provide refunds for parcels that arrive in poor condition or are lost in transit, nor can we submit a compensation claim on your behalf. This will need to be handled by you directly.
  • We do not currently offer exchanges for online orders.

 

For EU and Rest of World Customers:

  • No cancellations or refunds are permitted after shipping, as our shipping partners do not allow parcel cancellations once dispatched.
  • Shipping Delays in EU Countries:  Shipping delays may occur in some EU countries due to factors beyond our control. Even in these cases, we cannot cancel the order once it has been shipped.
  • If your order is returned due to unpaid customs charges, we will issue a refund minus any charges we incur, such as return shipping and customs duties.
  • You have 14 days from receiving your order to notify us of your intent to return unused, untested, and unopened products. Email us at sales(at)tiltmakeup(dot)com.
  • All returns must be received within 21 days from the date you notify us.
  • Mark the return label as "gift" or "return" to avoid customs charges. Any charges we incur will be deducted from your refund.
  • Follow the same return process as outlined for UK returns.

 

Returning Online Purchases In-Store

  • You can return products purchased online to our store for a refund via the original payment method. Exchanges for online orders are not currently offered.
  • The products must be in resaleable condition, unopened, unused, and in their original packaging.
  • You have 14 days from the date of receiving your purchase to return the items in-store for a refund.

 

Change of Mind Returns (In-Store Purchases Only)

  • For in-store purchases, returns are for exchange only; we do not offer refunds for items bought in-store.
  • Products must be in resaleable condition, unopened, unused, and in their original, undamaged packaging.
  • You have 14 days from the purchase date to exchange the products in-store.

 

Faulty, Incorrect, or Missing Products

  • If you believe your product is faulty, incorrect, or missing, you must inform us within 14 days of receiving your order via email, providing a photo and description of the issue.
  • If a fault is confirmed, we will arrange collection and either replace the item or issue a refund within 30 days to the original payment method. We will also reimburse reasonable return postage costs with a receipt.

 

Late or Missing Refunds

  • Once your refund has been processed, you will receive a confirmation email.
  • For card payments, refunds can take up to 5 working days to appear in your account, depending on your bank or card issuer.
  • PayPal refunds may take up to 30 days to reflect in your account.
  • If you haven’t received your refund within the expected timeframe, please contact your bank, card issuer, or PayPal for more details. If the issue persists, contact us at sales(at)tiltmakeup(dot)com.