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. Email us at sales(at)tiltmakeup(dot)com.
  • After notifying us, you have an additional 14 days to return the products.
  • 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 your packing slip. If you didn’t receive one, please include:
    • Order number
    • Contact details (including daytime phone number)
    • Reason for return
  • We strongly recommend using a trackable service, as we cannot process refunds for items we don’t receive.
  • We do not currently offer exchanges for online orders.
  • Returns must be posted within 14 days of receiving your order to:
    TILT Professional Makeup Ltd., Unit B - 10 Belmont Street, London, NW1 8HH, United Kingdom

 

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.
  • Send faulty products to:
    TILT Professional Makeup Ltd., Unit B - 10 Belmont Street, London, NW1 8HH, United Kingdom

 

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.