Returns & Refunds Policy

Change of mind returns (online orders only):

  • You have a period of 14 days from the date you receive your order in which to notify us by email of your wish to return your unused, untested and unopened products. You can email us at sales (at) tiltmakeup (dot) com
  • The below products cannot be returned for refund or exchange:
 
  • Products in a variant or size that we don't already stock in our store that we have ordered in for you
  • Products that are made-to-order (e.g.: Atelier Bassi wigs, facial hair, pubic hair, etc.)
  • Any product that we order in for you in quantities greater than our regular store stock
  • Gift cards
    • You have another 14 days after notifying us of your intent to return, to return your unused, untested and unopened products.
    • You will be refunded the outgoing postage for the original order if your whole order is being returned. If only part of your order is being returned, postage will not be refunded.
    • You are responsible for the payment and posting of your return.
    • We can only accept returns of products that we receive back in a resaleable condition, in the original, undamaged packaging and that have not been opened or used in any way.
    • You will receive a packing slip with your order - please ensure that this is enclosed.
    • If you didn’t receive a packing slip, please ensure that the following information is enclosed with your return:

                           1. order number
                           2. contact details including daytime phone number
                           3. reason for return.

    • If this information is not enclosed with the return then we will not be able to process the return. 
    • We strongly recommend that you send your return using a trackable service as we cannot refund returns we do not receive.
    • We don't currently offer exchanges for online orders.  
    • You must post back your return within the 14 days period from when you received it. To return your product, you should mail your product to: TILT Professional Makeup Ltd., Unit B - 10 Belmont Street, London, NW1 8HH, United Kingdom

     

    Can I return a product purchased online to your store?

    • Yes. If you return a product purchased online to our store, you will be refunded to the same method of payment used at the time of purchase. We don't currently offer exchanges for online orders. 
    • We can only accept returns of products that we receive back in a resaleable condition, in the original, undamaged packaging and that have not been opened or used in any way.
    • You have a period of 14 days from the date you received your purchase to return them in store for refund. 

     

    Change of mind returns (in-store purchases only):

    • Change of mind returns for in-store purchases is exchange only. We do not currently issue refunds for products purchased in-store. 
    • Please ensure the product/s you are returning for exchange are in a resaleable condition, in their original, undamaged packaging and that have not been opened or used in any way.
    • You have a period of 14 days from the date you purchased the products to exchange them in store. 

     

    Faulty, incorrect, or missing products:

    • Covid period: we count the Covid period between the dates of 1st March 2020 and 1st August 2020 when filming was temporarily shut. Filming was greenlit under new COVID-19 Guidelines end of May, and most productions began filming again in August 2020. This "Covid period" will not be counted when calculating the time passed between purchase and the customer reporting the fault. Anything purchased after this period, the below rules still apply. 
    • If you believe your product to be faulty, missing or incorrect you must inform us by email within 14 days of receiving your order.
    • For faulty or incorrect products, please email us a photo and description of the issue. 
    • Once agreed that the product is faulty, we will arrange for collection of the faulty or incorrect products. We will then replace the item/s or refund the cost of the products onto the same card/payment method that was used to process the order within 30 days. We will also reimburse any reasonable postage costs incurred to you by returning your order providing you are able to send us a receipt for this expense. 
    • To return your product, you should post your product to: TILT Professional Makeup Ltd., Unit B - 10 Belmont Street, London, NW1 8HH

     

    Late or missing refunds:

    • You will receive a refund email from us the day the refund is processed.
    •  If you paid by card, refunds can take up to 5 working days to show up in your account, depending on your card issuer. 
    • If you paid by PayPal, PayPal refunds can take up to 30 working days to show back in your account.   
    • If you haven’t received a refund within the time-frame mentioned above, first contact your card issuer/bank/PayPal as they may have more info for you as to the delay.
    • If you’ve done all of this, a reasonable time as elapsed and you still have not received your refund, please contact us at sales (at) tiltmakeup (dot) com.

     

    last updated 25/01/2023