We will send you a confirmation only if there is an issue with your order.

Please note that THEPROMAKEUPSHOP.COM is not responsible for return postage costs other than for incorrect or faulty items. We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.

Our delivery charges are kept to the minimum based simply on the weight and volume of your order. When you check out, your delivery charge will be added. We deliver WORLDWIDE.

If you wish to change or update your online account information (including your email address, password or communication preferences) simply log in under “your account” and follow the steps.

After you have placed your order online, we will endeavour to process and pack your order within 24 hours. We use first class Royal Mail and a cost effective mail service for non EU packages and delivery is usually within two working days from posting for Royal Mail.  Non UK orders can take up to five working days depending on your delivery location.  Your order's status is updated online once it is processed and shipped so you can easily see when it has been despatched when logging into your account. We will email or call you only if there is an issue with your order as we don't want to send you any extra emails.

If you haven’t received your products within a few days of shipping confirmation appearing online against your account, then please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or telephone us on 0870 049 2339 (within the UK) or +44 20 3178 2960 (outside the UK) any time between 9.30 am and 5.00 pm Monday to Friday.

We endeavour to process all orders within 24 hours of receipt of order, but this is sometimes not possible and depends on the time we receive your order. An order sent late on Friday or over the weekend will be processed the following Monday.  If there is a problem with your order or payment, we will email you and advise you of any issues.  We won't send extra non essential despatch information unless there is an issue. Please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call us on 0870 049 2332 (within UK) or on + 44 20 3178 2960 (outside UK), Monday to Friday 9.30 am to 5.00 pm and we will be pleased to update you on your order.

At THEPROMAKEUPSHOP.COM it’s really important to us that you are happy with your purchases. If for any reason you are not, then we are happy to offer a refund on items returned to us in perfect condition within 14 days of receipt of order with proof of purchase. Please understand, however, that as many of our products are hygiene related, all products must be returned to us unused, in their original packaging with any tamper seals intact. We appreciate your understanding.

Any returns for airbrushing equipment require notification by telephone within seven (7) days or receipt. Please call customer services on +44 (20) 7318 2960 of your intention to return the product.

Please ensure that returns are packed and labelled carefully so that they are not lost or damaged in transit. We recommend sending returns by recorded delivery and keeping proof of purchase as we cannot be held responsible for packages that fail to reach us. Please note that THEPROMAKEUPSHOP.COM is not responsible for return postage costs other than for incorrect or faulty items. Refunds will only be given provided we receive an appropriately completed returns form. Replacements for exchange of damaged goods will not be dispatched until the original item has been received at our warehouse.

THEPROMAKEUPSHOP.COM
“Returns”
20 Mortlake High Street
London
SW14 8JN
United Kingdom

If you are returning goods which were bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.

If the product returned is not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 50% of the original selling price from the refund amount. This does not affect your statutory rights.

THEPROMAKEUPSHOP.COM will not give refunds on the following items:

• All single use and disposable products due to the hygiene nature of this category unless otherwise notified by telephone within seven (7) days of receipt and that the packaging has not been tampered with and any seals must be intac
• Airbrushing equipment that has been deemed faulty. The equipment first needs to be sent directly to the manufacturer for checking prior to any replacement product or refund being issued. This is due to the delicate nature of the goods. All airbrushing equipment supplied by THEPROMAKEUPSHOP.COM has been checked and guaranteed by the manufacturer prior to shipment. It is recommended that any guarantees are taken up on receipt of goods
• Items returned after 14 days
• Items bought with a gift certificate will only be eligible for an exchange