We hope you love your new make-up, as we are committed to offering our customers the finest cosmetic products available. However, if there is a problem with your order from illamasqua.com, please notify us within 7 working days, so we may advise you of the necessary steps before returning the products.
If you feel the products you received from illamasqua.com do not meet your expectations, you may return, within 14 working days from delivery, any item in its original unused condition for a full refund. Please make sure that any items you would like to return are unused, in their original packaging and in a saleable condition, with any labels or tags still attached. (Please be aware some items are ineligible for return, please check the list below)
Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund or exchange will be available and send the products back to your original postal address.
You will need to include a completed version of our returns form with your items, this can be found below. We strongly recommend that the parcel be sent by a recorded delivery service, one that requires a signature upon receipt. We cannot accept liability for returned goods lost in transit. We can only refund this return delivery charge (up to £6.00 for UK customers) if the item we sent you was faulty, damaged or we sent the wrong item. Please include a copy of the Royal Mail receipt in the parcel, as we are unable to refund without it.
If you require a refund, this will be processed within 30 days of receiving your goods, provided that you have returned the goods to us in their original condition within 14 working days of delivery. (This is not inclusive of any delivery charge that was chosen at checkout, barring any exceptional circumstances). Refunds will only be made against the original credit/debit card used.
An exchange will be posted within 14 working days of the returned items being returned.
Please be advised that we cannot accept returns for the following products, this is due to hygiene reasons:
- Mascara & Eyelashes
- Sheer Lipgloss & Intense Lipgloss
- Precision Ink
- Hydra Veil & Matte Veil
- Radiance Veil
- Sealing Gel
- Matte Lip Liquid
- Brow and Lash Gel
- Mini-Brush Set
To return items purchased internationally, please use our Returns Portal to create a returns request and download the returns label.
The above policy is only applicable to purchases made online. If you purchased your item from one of our counters, please understand that each store has its own return policy. We're sorry, but returns for purchases made at an Illamasqua counter or partnered retail location may not be returned or exchanged at illamasqua.com, regardless of whether there is a fault with the product. Returns for purchases made online will not be accepted for return or exchange at an Illamasqua store or counter.
Your statutory rights remain unaffected.
Please return your items in a securely sealed parcel, including the original dispatch note and a completed returns form. We strongly recommend that the parcel be sent by a recorded delivery service, as we cannot accept liability for goods lost I transit.
This charge will only be refunded if the product was delivered damaged, we sent the wrong colour/product or developed a fault.
The address can be found on the ‘Returns Form’ below.
If your refund is approved, we will process it within 30 days of receiving your returned goods, provided that you have returned them to us in their original condition.
01 Product damaged
02 Incorrect product / colour sent
03 Faulty product
04 Item Unwanted