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Refund Policy


Our policy lasts 7 days. Please contact us within 7 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 / Boxes or Clearance items.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

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.

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.
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.


If you would like to exchange an item, or you received the wrong product or are missing product in your shipment, please send us an email at - We are more than happy to help you in any way we can.

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


To return a product, please contact us to arrange the return.

Our Return mailing address is:

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 shipping 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.

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.  We will gladly work with you to recover your lost or stolen package.

We will require a police report from your local authority to replace your package. We will provide replacement or store credit and do not directly offer refunds for lost or stolen packages.


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