FREQUENTLY ASKED QUESTIONS

The health and well-being of our employees, customers, partners and the broader community remains to be our top priority.

Please note that according to information and guidance available from the W.H.O and medical experts, the risk of catching the virus that causes COVID-19 by touching cardboard or other shipping containers is low. Our products are produced and packaged under stringent quality control and safety procedures, with standard comprehensive hygiene and cleaning protocols in place across our manufacturing and distribution channels.

Please refer to the below FAQs for the latest brand information and updates.

1HOW DO I BUY M·A·C PRODUCTS?

You can place orders through MACCOSMETICS.CO.UK or go to our FIND A STORE page to locate a M·A·C Cosmetics store near you. M·A·C is also available online at ASOS.com, Brownthomas.com, Debenhams.com, Fenwick.co.uk, Harrods.com, Harveynichols.com, Houseoffraser.co.uk, Johnlewis.com, Lookfantastic.com and Selfridges.com.

MAC Cosmetics takes great pride in producing the finest quality prestige makeup products. Consumers can be assured that by shopping at one of our authorised retail partners, they are purchasing genuine M·A·C products. Please speak to an Artist using our Live Chat functionality or call 0808 281 0230 if you have further questions.

2 ARE YOUR STORES STILL OPEN?

Thank you for all your love and support over the past few weeks. From Wednesday, 8th July, we plan to begin reopening our M·A·C standalone stores in the UK and Ireland. Rest assured, we’re following local guidelines and taking extra precautions to ensure the health and well-being of our customers, employees and community.

Please note that all beauty services and makeup applications will be temporarily suspended. As always, our expert Artists are available to consult and answer any questions.

To learn more about what we’re doing to keep you safe in our stores, CLICK HERE. You can also join us @MACCOSMETICSUK or SIGN UP TO EMAIL for the latest updates.

3HOW MANY PEOPLE WILL BE ALLOWED INTO YOUR STORE AT ANY ONE TIME?

Your health and safety are our #1 commitment. To maintain social distancing requirements, we ask all customers stay 2 metres apart when visiting our stores. Depending on the size of the store you visit, the number of guests allowed inside will be limited at any given time.

Rest assured, we are following local health guidelines and taking extra safety precautions to help protect you. To learn more about what we’re doing to keep you safe in stores, CLICK HERE.

4WILL PEOPLE HAVE TO QUEUE TO GET IN?

Your health and safety are our #1 commitment. To maintain social distancing requirements, we are asking all customers stay 2 metres apart when visiting our stores. Depending on the size of the store you visit, the number of guests allowed inside will be limited at any given time.

Rest assured, we are following local health guidelines and taking extra safety precautions to help protect you. To learn more about what we’re doing to keep you safe in stores, CLICK HERE.

5WILL PEOPLE BE ALLOWED TO TRY PRODUCTS?

Your health and safety are our #1 commitment. In an effort to be extra-cautious, we have temporarily suspended all instore product trials and services but hope to safely resume these in the near future.

In the meantime, our expert Artists are available to consult and answer any questions. We also encourage you to try our Virtual Try-On, which allows you to instantly sample a range of curated looks without actually applying products.

6ARE YOUR STAFF WEARING FACE MASKS?

All staff will be wearing masks. Your health and safety are our #1 commitment. We want to assure you that we’re following local guidelines and taking extra precautions. Social distancing measures and hygiene protocols are in place. All customers will be asked to use our hand sanitizers upon entering and leaving our store. Plexi-glass screens have been fitted to all cash-desks, and we accept contactless cards, Apple Pay and credit cards. Cash payments are currently unavailable.

To learn more about what we’re doing to keep you safe in stores, CLICK HERE.

7 CAN I BOOK A MAKEUP APPOINTMENT?

Please note that all beauty services and makeup applications are temporarily suspended.

You can join us @MACCOSMETICSUK or SIGN UP TO EMAIL for the latest updates.

8 IS ONLINE SUPPORT STILL AVAILABLE TO CUSTOMERS?

As always, you can continue to shop your favourite products at MACCOSMETICS.CO.UK. Our Virtual Try-On lets you play with different lipsticks, eyeshadows & mascaras from wherever you are. You can also Live or Video Chat with one of our makeup Artists who are standing by to help with anything you need.

Gift wrapping is temporarily unavailable in order to assist with the efficiency of order packing at our fulfilment centre. We apologise for any inconvenience this may cause.

9 HOW WILL I KNOW WHEN MY ORDER IS CONFIRMED?

You can check the status of your most recent orders by visiting your Order Status page HERE. This is the easiest and fastest way to get the most current information regarding your online orders.

Once shipped, you will receive a shipping confirmation email with tracking details.

Alternatively, speak to an Artist using our Live Chat functionality, or just CLICK HERE. to contact our Customer Care team via email. Please include your order number with all enquiries.

10 WHERE IS MY ORDER?

If you have a M·A·C Cosmetics Online Account, you can check the status of your most recent orders by visiting your Order Status page HERE. This is the easiest and fastest way to get the most current information regarding your online orders.

Once shipped, you will receive a shipping confirmation email with tracking details. If you believe your order is late and you have not yet received a card from the delivery company, you can track your order by clicking on the link of your despatch email. Alternatively, you can speak to an Artist using our Live Chat functionality, or just CLICK HERE. to contact our Customer Care team via email. Please include your order number with all enquiries.

Before you contact us, please read your order confirmation email to check the delivery option you have chosen. Please also check what time you placed your order as any orders placed after 12 noon will be classed as if they were placed the next day. If you have received a card from the delivery company, it should have a telephone number that you can call to arrange an alternative delivery.

11 HOW CAN I RETURN AN ITEM?

If for any reason you are not completely happy with your M·A·C purchase, simply return the unused products and we will remit your account for the amount of the purchase.

Products ordered online or instore with a valid receipt can be returned or exchanged up to 90 days following their purchase date. Please note that returns for purchases made in a M·A·C store or partnered retail location cannot be returned to M·A·C Cosmetics Online.

When returning any part of your order, please include the original packing slip, noting the items being returned. Regrettably, delivery and handling fees are not refundable. Please note that Gift Cards and eGift Cards cannot be returned or exchanged.

If your online order is not as expected, please CHAT LIVE with customer service or CLICK HERE to contact via email. Please include your order number with all enquiries.

If you decide to return your purchase, please deliver to:

M·A·C Cosmetics Online Returns
Constellation House
3 Kite's Croft Business Park
Warsash Road
Fareham
PO14 4FL

12 HOW CAN I EXCHANGE AN ITEM?

If your online order is not as expected, please CHAT LIVE with customer service or CLICK HERE to contact via email. Please include your order number with all enquiries.

Products ordered online or instore with a valid receipt can be returned or exchanged up to 90 days following their purchase date. Please note that returns for purchases made in a M·A·C store or partnered retail location cannot be returned to M·A·C Cosmetics Online. Returns for purchases made in a M·A·C store or partnered retail location may not be returned to M·A·C Cosmetics Online.

13WHAT IS BACK TO M·A·C?

OUR BACK TO M·A·C PROGRAM

Because we share your commitment to the environment, M·A·C accepts returns of its primary packaging through the Back To M·A·C Program. By returning six (6) M·A·C primary packaging containers to a M·A·C counter, you will receive a free M·A·C lipstick of your choice as a thank you.

Since 100% of the selling price of VIVA GLAM Lipsticks and Lipglass is provided to organizations that help people living with HIV/AIDS, these are excluded from this programme. Limited Edition Lipsticks are also excluded. Please note, any Lipsticks provided free of charge cannot be returned or exchanged.

14 HOW DO I CHANGE OR CANCEL MY ORDER?

For questions regarding your order, please contact our customer service via email by clicking HERE. Please include your order number with all enquiries.

15 I RECEIVED THE WRONG PRODUCT - CAN I RETURN IT?

If your online order is not as expected, please CHAT LIVE with customer service or CLICK HERE to contact via email. Please include your order number with all enquiries.

16 I HAVE NOT RECEIVED MY FULL ORDER – WHAT SHOULD I DO?

If your online order is not as expected, please CHAT LIVE with customer service or CLICK HERE to contact via email. Please include your order number with all enquiries.

17 I HAVE A FAULTY PRODUCT - WHAT SHOULD I DO?

If you received damaged product, please retain the box, packaging and all contents, and contact us as soon as possible. You can contact our customer service representatives at 0808 281 0230 or CLICK HERE.

18 I CAN'T PLACE MY ORDER ONLINE, CAN I DO IT OVER THE PHONE?

The easiest and fastest way to speak to an advisor is via CHAT LIVE, who will be able to assist you if you are experiencing problems ordering online. Alternatively, you can CLICK HERE to contact them via email.

19 DO YOU SHIP INTERNATIONALLY?

Whilst we can deliver to some addresses with our Mail Order service through Customer Services, maccosmetics.co.uk is unable to deliver to Southern Ireland, Channel Islands, Europe and the rest of the world. We apologise for any inconvenience. To see if we deliver to your address, please CHAT LIVE with customer service or CLICK HERE to contact them via email.

20 WHY IS MY FAVOURITE PRODUCT DISCONTINUED? CAN I STILL PURCHASE IT?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. We recommend speaking with an Artist using our Live Chat functionality, who will be happy to help find you a new favourite.

21 HOW CAN I WORK FOR M·A·C?

We are always looking for bright, energetic individuals to represent us.

Positions in our corporate offices or corporate field positions can be found on our CAREERS page.

To enquire about positions available in our corporate offices and corporate field positions, please send a cover letter and CV to:

Group Personnel Department
M·A·C Cosmetics
One Fitzroy
6 Mortimer Street
London
W1T 3JJ

Your information will be reviewed by our Human Resources Department. Please understand that we can only respond if there is a position available that is suited to your qualifications. We wish you much success in your career pursuits and hope you will continue to visit us at M·A·C Cosmetics Online.

22 HOW DO I BECOME A M·A·C ARTIST?

To enquire about positions available at a M·A·C counter, please send a cover letter and CV to:

Group Personnel Department
M·A·C Cosmetics
One Fitzroy
6 Mortimer Street
London
W1T 3JJ

Your information will be reviewed by our Human Resources Department. Please understand that we can only respond if there is a position available that is suited to your qualifications. We wish you much success in your career pursuits and hope you will continue to visit us at M·A·C Cosmetics Online.

23 WHAT IF I WANT TO OPEN MY OWN M·A·C STORE?

Thank you for being a loyal M·A·C fan! We are always looking for bright, energetic individuals to represent us. To learn more, visit our CAREERS page. Please be advised that persons purporting to represent M·A·C have been offering fraudulent franchise opportunities on various websites. Please do not respond to any such solicitations and, if you are contacted directly regarding any such opportunities, please do not pay any money and immediately contact Copyright Agent c/o Legal Department at COPYRIGHT@ESTEE.COM.

24 CAN'T FIND THE ANSWER YOU'RE LOOKING FOR?

Whether you have a beauty question or need a hand with your order, we're here to help.

Speak to one of our M·A·C Makeup Artists to get personalised, real-time product advise. You can speak to us on Live or Video Chat, text us on WhatsApp, or upload a photo, 7 days a week.

Order or technical question? Our order/technical chat is available 7 days a week too. Just follow the same process and click CHAT LIVE below to select your option.