Frequently Asked Questions

Unfortunately, we are unable to take any orders over the phone. If you need assistance placing an order, please call our customer care number to speak to a member of Team Tilbury and they will walk you through the process: +44 (0) 1202 629 527, Monday to Friday, 9am to 6pm.

Currently purchases made on charlottetilbury.com/uk are not eligible for delivery outside of the UK

Alternatively, we recommend that you consider shopping on our CA, US, IE, NL, and AU websites. For purchases shipping to other countries, please see if your shipping destination is available on our Global Website

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

If you receive an error message please try the following:

• Contact your bank to make sure there are sufficient funds in your account.

• Verify you are entering the credit card’s CVV and billing information correctly.

• Verify your billing name, address and phone number matches that of the credit card used for payment.

If the issue remains, please call our Customer Care team at +44(0)1202 629527, Monday – Friday, between 9am – 6pm (GMT).

At this time, we are unable to cancel orders once they have been placed. However, we offer complimentary returns on all orders and you will find a return label enclosed in your order with detailed instructions. Please see our Returns Policy.

Once your order has been dispatched you will received an email containing a tracking number that can be used on the courier’s 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

We do not charge VAT on orders made from the Channel Islands. When placing your order enter your country and postcode within the Shopping Bag Summary page and click the Calculate button where the VAT will be automatically deducted before you proceed to the payment stage of the checkout.

For full delivery options please see our Shipping Information page.

Orders must be placed before 3:30pm GMT to be processed on the same business day. Delivery time does not include Saturdays, Sundays or bank holidays

Please email us at [email protected] or call our Customer Care team at +44(0)1202 629527, Monday – Friday, between 9am – 6pm (GMT)!

We are able to accept the return of unused or gently used items for a full refund within 30 days of their purchase. Please use the returns form enclosed with your order to return or exchange your goods. For our full returns and refunds policy please visit our Returns Policy.

We are unable to take returns on products not purchased online at CharlotteTilbury.com. If you purchased a product at one of our authorized retailers or counters, please contact them directly.

Returns typically take 10 - 15 business days to fully process. Once it is processed, you will receive an email that is labeled "Credit Memo Notification" to confirm. If you have any questions about your return, please contact us at [email protected] so we may check the status of your return.

If your goods arrive damaged, please contact us at [email protected] or call +44(0)1202 629527 within 48 hours of receiving your order. Please be sure to have your order number ready.

We include 2 complimentary samples in all orders placed on our website, subject to availability while stocks last. You will be able to select from our available sample options during checkout.

Please email us at [email protected] or call +44(0)1202 629527 and a member of our Customer Care Team would be happy to help! Alternatively, you can use our Foundation Finder or our Lipstick Finder for help with shade matching.

All products on the CharlotteTilbury.com have a tab showing the ingredients. You should always check the ingredients for products to avoid potential allergic reactions.

Charlotte Tilbury Beauty Ltd and our suppliers do not currently test our products or ingredients used in our products on animals for cosmetic purposes. In addition, we do not use third parties to carry any out of those tests.

Charlotte Tilbury has many products for our vegan-friendly customers.

Shop products which are vegan-friendly here

Here is a complete list of our products which are formulated without parabens:

Brow Lift, Colour Chameleon Mesmerising Mink, Colour Chameleon Champagne Diamonds, Colour Chameleon Black Diamonds, Colour Chameleon Bronzed Garnet, Colour Chameleon Amethyst Aphrodisiac, Colour Chameleon Golden Quartz, Colour Chameleon Smokey Emerald, Colour Chameleon Dark Pearl, Colour Chameleon Amber Haze, Eyes To Mesmerise, Feline Flick, Instant Eye Palette, Legendary Brows, Legendary Lashes Mascara, Nocturnal Cat Eyes - Silver Leopard, Nocturnal Cat Eyes - The Huntress, Rock 'N' Kohl, Beach Sticks, Cheek To Chic, Filmstar Bronze & Glow Light to Medium, Filmstar Bronze & Glow Medium to Dark, The Retoucher, Bar of Gold, Hollywood Contour Wands, Hollywood Beauty Light Wand, Magic Foundation, Mini Miracle Eye Wand, The Lip Archive Trio, Magical Mini Brush Set, Lip Brush, Eye Liner Brush, Eye Smudger Brush, Eye Blender Brush, Foundation Brush, Powder and Sculpt Brush, Blusher Brush, Bronzer Brush, Magic Complexion Brush, Lip Cheat, Pocket Pout Kiss Me Quick, Wonderglow, Supermodel Body, Hollywood Complexion Brush, Charlotte's Magic Cream, Magic Night Cream, Take It All Off, Overnight Bronze & Glow, Hollywood Lips lipsticks, Hot Lips lipsticks, K.I.S.S.I.N.G lipsticks, Matte Revolution lipsticks, Instant Look in a Palette – Seductive Beauty..

Shop products which are formulated without parabens here.

We cannot guarantee that our products and ingredients have not come into contact with gluten-derived ingredients during the manufacturing process.

Please note, Vitamin E (sometimes referred to as tocopherol and tocopheryl acetate) is, in rare instances, extracted from wheat germ oil. While we do not believe the Vitamin E used in Charlotte Tilbury products is derived from wheat germ oil, we cannot guarantee this.

Charlotte Tilbury products can be purchased at:

  • Beautylish.com
  • Bentalls
  • Bergdorf Goodman
  • Bloomingdales
  • Brown Thomas
  • CultBeauty.com
  • Fenwick
  • Harrods
  • Harvey Nichols
  • Holt Renfrew
  • House of Fraser
  • Jarrold
  • John Lewis
  • Net-a-Porter.com
  • Nordstrom
  • Peter Jones
  • Selfridges
  • VioletGrey.com
  • You can purchase Charlotte Tilbury products via our website or in one of our stores listed on our stockists page.

    You can hear the latest Charlotte Tilbury news by signing up to our email newsletter. Simply enter your name and email here. You can also follow us on Instagram @CTilburyMakeup, on Twitter @CTilburyMakeup, on Snapchat @CTilburyMakeup, and on Facebook.

    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 Pro-Artist page along with scans of the required documentation.

    Yes, we do! If you love Charlotte Tilbury, please Share The Magic! Give friends £15 off their first order, and you’ll get £15 off when they make a purchase. To receive your unique link to share with friends please go to the Share The Magic page.

    *Offer valid for new customers only, with a minimum purchase of £75. Other exclusions apply. Please refer to full T&C's..

    If you would like to inquire about job opportunities at Charlotte Tilbury please visit our Current Opportunities page or send your résumé to [email protected] so that your details may be reviewed.

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