Refund Policy


Our policy lasts 30 days. If you require a refund or exchange, please contact us within 30 days of receiving your package to arrange a refund or exchange.

To be eligible for a full refund, your item must be unopened and in the same condition that you received it. It must also be in the original packaging.

Store credit will be provided for any opened or used product that is returned.

Sorry, we cannot accept returns of Sample Pods, Mystery Bags / Boxed Sets, Gift cards or Clearance items.

To complete your return, we require a receipt or proof of purchase and the items returned to us to be eligible for refund / store credit.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

Please be aware that refunds may take 1 - 7 business days to be reflected on your bank account statement depending on your bank policies.

Returned items must be unopened and unused to be eligible for a refund.

Opened  / used product that is returned will be destroyed and store credit will be provided.

Absolutely no refunds for opened or used product.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. (Usually 1 - 7 business days)

If you’ve done all of this and you still have not received your refund yet, please contact us at

Clearance Items

Clearance item sales are final and cannot be returned.

Exchanges / Returns

If you would like to exchange / return an item, received the wrong product or are missing product in your shipment, please contact us for arrangements. Items will need to returned to us to qualify for refund or store credit.


Mailing Address:

Surreal Makeup Returns
3101 Browns Mill Rd. Unit 6-305
Johnson City, TN. 37604

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.

Cancelled Orders

Orders placed by mistake /  error / accident on our online store that need to be cancelled will incur a 20% admin fee. This is to recover any fees that we immediately incur for each order placed on our site.

Lost / Stolen Package Claims

In the unfortunate event that your package is reported by the postal carrier as delivered, but you have not received the package, please contact us for assistance. 

All shipments from Surreal Makeup are insured for your convenience and we will be glad to help you process a claim.