Frequently Asked Questions

Due to international shipping restrictions classing fragrance as a hazardous material, we are sadly unable to deliver Scent Of A Dream to our fans in Australia. Please sign up to our newsletter and you will be the first to know if this changes.

If you would prefer to place an order over the phone please call 0011 44 1202 629527, Monday – Friday, between 9.30am – 6pm GMT, where a member our Customer Care team will be happy to help.

Once your order has been dispatched you will receive an email containing a tracking number that can be used on the courier website. You may also check on the status of your order by logging into your account on our website and clicking the ‘my orders’ tab on the left hand side.

For full shipping options please see our shipping information page.

We do not currently deliver outside Australia. However, you may purchase our products via our UK, US or Canadian sites to deliver outside of Australia.

Charlotte Tilbury products are currently not sold in any Australian stores. However, you can purchase Charlotte Tilbury products via our website and www.net-a-porter.com.

We accept major credit cards (Visa, Visa Debit, MasterCard, American Express), as well as PayPal.

All Australian orders over 1,000 AUD will be delivered on a DDU basis (Delivery Duty Unpaid). As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. Unfortunately we are unable to advise the amount this may be.

We are able to accept the return of unused items for a full refund within 14 days of their purchase. To read our full returns and refunds policy please visit our returns page.

Should your items arrive damaged please contact Customer Service, within 48 hours, who will arrange a replacement for you.

Should you experience a reaction to one of our products then please contact our Customer Care team on 0011 44 1202 629527 or email us [email protected].

If you require advice on products, shades or ingredients then please contact a member of our Customer Care Team on 0011 44 1202 629527 or email us [email protected]

If you would like to discover your perfect match of Foundation please use our Foundation Finder. You will get Charlotte's personalised prescription of Light Wonder or Magic Foundation in minutes!

We do not test on animals, nor do our suppliers.

Yes, we do have a Pro-Artist discount available, please visit our Pro-Artist page for more information.

To become a member of Charlotte Tilbury Pro, fill in the application form on the Pro area of charlottetilbury.com and email your finished application form to [email protected] along with scans of the required documentation.

Unfortunately we are no longer able to send out samples of products by request, with every purchase on CharlotteTilbury.com you are able to select two samples to add to your order, free of charge. Please note selected samples are subject to availability whilst stocks last.

You can hear the latest Charlotte Tilbury news by signing up to our email newsletter on the website. Simply enter your name and email here.

For all other queries please contact our Customer Care team on 0011 44 1202 629527 or email [email protected]