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Frequently Asked Questions

Charlotte Tilbury products are currently sold in Selfridges London, Birmingham, Manchester Exchange Square and Manchester Trafford Centre, Harrods Knightsbridge as well as Harvey Nichols Leeds, Brown Thomas Dublin, Fenwicks Bond Street and Brent Cross and Bentalls Kingston. However, you can also purchase Charlotte Tilbury products via our website and www.net-a-porter.com.

If you would prefer to place an order over the phone please call +44(0)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 accept all major credit cards (Visa, Visa Debit, MasterCard and American express), as well as PayPal. Cards issued outside of Europe and the US may be restricted so please contact Customer Care if you experience any issues.

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.

We are able to accept the return of unused items for a full refund within 14 days of their purchase. We are also able to offer exchanges within this 14 day period. Please use the free returns label, enclosed with your order, to return or exchange your goods. To read our full returns and refunds policy please visit our returns page.

No. All Charlotte Tilbury products must be returned to the store or website they were originally purchased from.

Should your items arrive damaged you can use the free returns label, in the original packaging, to return it to us. Alternatively you may contact Customer Care who will arrange a replacement for you.

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!

You are able to purchase E-Gift Cards at five different values: £10, £25, £50, £100 and £250. They are redeemable only on the UK charlottetilbury.com website, within a two year period. For more information please see our E-Gift Card page.

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

To book a consultation with a member of Team Tilbury please email or call the counters directly. Their contact details are available on our stockist page

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. However, 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.

Due to International shipping restrictions, we are unable to deliver our fragrance Scent Of A Dream by air. As a result, orders containing fragrance must be delivered via our standard shipping by road, most orders will be received within 2 – 5 working days.