FREQUENTLY ASKED QUESTIONS
What measures are you taking around COVID-19 for customers?
In these challenging times, we wish you, your families and all our customers, teams and communities health and optimism.
We would like to update you on our stores, as we begin to see adjustments to government guidelines and expert advice in each of the countries we operate in.
To keep you informed, information will be regularly updated on Charlottetilbury.com:
We continue to fulfil orders on Charlottetilbury.com, as do our partner websites. Our warehouses are following the strictest of hygiene protocols, along with our delivery partners.
In accordance with local government guidelines, we are currently welcoming customers in a selected number of locations:
- Our standalone Beauty Wonderlands in Hong Kong and Dubai (Mall of Emirates and The Dubai Mall) are open
- Our retailer partner stores in Hong Kong, Singapore, Spain, France, Germany, and the Netherlands are open, and select stores in USA & Canada Please do refer to our store opening hours page for up to date information
All stores welcoming customers are following heightened health and safety procedures
All other stores are currently closed and will remain so until we receive further guidance from local governments and our retailer partners – please refer to our store hours listings for updates
We are not currently taking any bookings for events, but we will let you know when we are able to resume these services
We are working with our retailer partners to implement remote consultations and events at this time in-line with regional guidelines
Across our stores, our first priority is the health and safety of our artists and customers. We have partnered with a Health and Safety Advisor to ensure we are adhering to all the latest local advice and are incorporating all guidance into future plans to ensure a safe environment for everyone:
- In collaboration with our retail partners, all stores have social distancing guidelines in place; our current Charlotte Tilbury service policy is either 'no touch', or ‘self-application,’ depending on government guideline in the country
- In those stores where self-application is permitted, customers and artists may apply product on themselves using disposable hygiene only
- All testers are placed in tester covers and applicators have been removed
- Where advised by local government, our artists will be wearing masks at all times
- Gloves will be worn by all artists when cleaning
- Extra hygiene and sanitisers have been provided for customers and staff
- All artists will receive full training in the extensive cleaning that will need to be completed before each store opens, and at regular intervals throughout the day
- No events or masterclasses are taking place in store
We look forward to welcoming you into our stores that are open, and in others as soon as it is safe to do so.
In the meantime, we always love hearing from you on social media. You can follow us at @ctilburymakeup and #CharlotteTilbury, and Charlotte’s easy-to-follow how-to videos are available free on YouTube for everyone, everywhere, anytime.
Look after yourselves, and let’s all help spread joy wherever we can.
Team Tilbury x
Due to circumstances around COVID-19, we are experiencing a high volume of contacts and our response time is currently within 5 working days from your request being received. Our Agents are working on your enquiries during business hours, Monday – Friday.
If you have messaged us and are awaiting a response, we ask that you do not send us multiple messages as we answer enquiries in the order in which they are received, so no need to follow up! Rest assured we will get back to you and assist you as soon as possible.
To assist you in the interim, we’ve included some information on our frequently asked questions.
Can I place an order over the phone?
A knowledgeable member of Team Tilbury would be happy to assist you with product advice and placing your order!
Call us on: +44 (0) 1202 629527
DO YOU OFFER VIRTUAL CONSULTATIONS?
Yes! Visit the easy-to-use Virtual Consultations page to book a complimentary or paid 1-2-1 Virtual Consultation at HOME with one of Charlotte’s SKINCARE or MAKEUP EXPERTS! Trained by Charlotte, they are her BEAUTY STYLISTS and will help you find your FLAWLESS MAKEUP MATCH, gifts for EVERYONE and EVERY OCCASION, SUPERCHARGE YOUR SKINCARE ROUTINE and more! These video appointments bring the magic of Charlotte’s Beauty Wonderland into the comfort of your home, with tailored-to-you makeup and skincare advice! Ask questions, unlock expert Tilbury Tricks and shop LIVE with your artist!
How can I receive samples?
With every order at Charlottetilbury.com you have the opportunity to select 2 samples free. You can view the samples selection currently available at checkout. After you have selected 2 samples, they will be automatically added to your basket. Samples are limited and may change from time to time. Only one of each sample can be added per order.
Due to the limited nature of the free samples, we regret that we are unable to reship samples if they arrive damaged, if you received the wrong one, or if one is missing from your order. Samples are shipped with merchandise purchases ONLY. Please note that eGift Certificates and Gift Cards are not considered merchandise.
Please note that free samples are complimentary, and we are not obliged to offer them. We reserve the right to remove the option for free samples at any time.
How do I cancel or make changes to an order?
If you wish to return your order or part of your order upon receiving it, please follow the returns form included inside your order so that we can process your return as quickly as possible.
Alternatively we kindly advise that you decline or refuse delivery of the order so that this is then returned to us and processed for a refund. Please see our Returns Policy.
What should I do if I receive an error message during checkout?
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 – 9pm (GMT).
Do you accept international orders?
Currently purchases made on charlottetilbury.com/au are not eligible for delivery outside of the AU
Alternatively, we recommend that you consider shopping on our IE, EU, FR, DE, IT, ES, CA, UK, HK, NL, and US websites. For purchases shipping to other locations, please see if your shipping destination is available on our Global Website.
What payment methods do you accept?
We accept all major credit cards (Visa, Visa Debit, MasterCard and American Express), as well as PayPal.
What is Afterpay?
Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.
Simply select Afterpay as your payment option at checkout - first-time customers will need to register with Afterpay and provide payment details, as usual. Returning customers simply log in to their Afterpay account when prompted to make their purchase. Please note that all items in your shopping bag must be eligible for Installments by Afterpay, and you must meet Afterpay’s eligibility requirements to qualify.
Afterpay is only offered to customers shopping on charlottetilbury.com who have a Australian billing address, Australian shipping address, a Australian Visa or Mastercard (credit or debit card), and a Australian mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.
All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.
We do not offer Afterpay on orders containing gift cards or makeup service bookings. If you wish to place an order for a gift and pay for other items using Afterpay, you will need to place two separate orders.
o find out more, visit Afterpay Payments FAQ for a comprehensive list of terms.
What delivery options do you have?
Can you tell me more about expedited shipping?
Orders must be placed before 12pm GMT to be processed on the same business day. Delivery time does not include Saturdays, Sundays or bank holidays.
How do I track my order once it has been placed?
Once your order has been dispatched you will receive 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 ‘Order History’ tab on the left-hand side.
What is your returns policy?
If you wish to return your order please click here to see our returns procedure.
For items ordered on CharlotteTilbury.com, we also have a gently used returns policy, so should an item be unsuitable, it can be returned for a refund. Please note that engraved items are not eligible for return or exchange unless faulty once opened.
Can I return or exchange an item that was not purchased on charlottetilbury.com?
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.
What is the status of my refund?
If you have any questions about your return, please contact us at firstname.lastname@example.org so we may check the status of your return.
What happens if my shipment is undelivered or refused?
Please email us at email@example.com or call our Customer Care team at +44(0)1202 629527, Monday – Friday, between 9am – 9pm (GMT)!
What should I do if I receive a faulty or damaged product?
If your goods arrive damaged, please contact us at firstname.lastname@example.org or call +44(0)1202 629527 within 48 hours of receiving your order. Please be sure to have your order number ready.
Who are our authorised retailers?
Charlotte Tilbury products can be purchased at:
- Al Shaya
- Bergdorf Goodman
- Brown Thomas
- Cult Beauty
- De Bijenkorf
- Feel Unique
- Harvey Nichols
- Holt Renfrew
- House of Fraser
- John Lewis
- Lane Crawford
- Little Beast
- Little Red Book
- Sephora US
- Sephora CA
- Silk Road
- Space NK
- The Mall Group
- Violet Grey
Where is my closest Charlotte Tilbury stockist?
You can purchase Charlotte Tilbury products via our website or in one of our stores listed on our store finder page.
Who can I contact for product advice?
Please email us at email@example.com or call +44(0)1202 629527 and a member of our Customer Care Team would be happy to help!
How do I know what ingredients are in the products?
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.
Are your products cruelty free?
Charlotte Tilbury Beauty is Leaping Bunny approved by Cruelty Free International. Cruelty Free International’s Leaping Bunny Programme is the internationally recognisable gold standard in cruelty free beauty and is awarded to brands who meet rigorous globally-applied criteria. Charlotte Tilbury Beauty has maintained a cruelty free commitment since its launch in 2013, and the Leaping Bunny approval now provides an official confirmation of its cruelty free status.
Charlotte Tilbury Beauty believes that EVERYONE, EVERYWHERE should have access to its empowering, confidence boosting range of research-powered skincare and makeup magic. Cruelty Free International Leaping Bunny approval underlines this core belief and allows Charlotte Tilbury Beauty to maintain its values and promise as it continues to expand globally.
The ability to be cruelty free in all global markets follows a close partnership with Cruelty Free International to assess and verify that every part of the Charlotte Tilbury Beauty’s global product development, supply chain and distribution complies with the stringent Leaping Bunny criteria. Charlotte Tilbury Beauty will continue to work closely Cruelty Free International as it grows its product ranges and offerings worldwide.
Discover more about Leaping Bunny and Cruelty Free International here.
What is Leaping Bunny?
WHY IS CHARLOTTE TILBURY PARTNERING WITH CRUELTY FREE INTERNATIONAL?
Cruelty Free International is an organisation that works to end animal experiments worldwide, champion better science and cruelty free living. They do this by investigating and exposing the reality of life for animals in laboratories. They challenge decision-makers, and brands like us, to make a positive difference for animals.
WHAT IS THE CRUELTY FREE INTERNATIONAL LEAPING BUNNY PROGRAMME?
As part of Cruelty Free International's mission to end animal experiments, they operate the Leaping Bunny Programme which is the globally recognisable gold standard for cruelty free cosmetics, personal care, household and cleaning products. The Leaping Bunny logo is the best assurance a consumer can get that a brand is doing everything it can to be cruelty free. This is hugely important both for us and for our customers.
IS CHARLOTTE TILBURY BEAUTY LEAPING BUNNY APPROVED?
Yes, we are very proud to be Cruelty Free International Leaping Bunny approved, which allows us assure our customers that we are working to a global gold standard. The Leaping Bunny logo will now appear proudly across the Charlotte Tilbury brand, allowing our customers to shop for their favourite beauty products in the knowledge that all makeup and skincare products are approved as cruelty free, against the rigorous Leaping Bunny criteria.
WHAT DOES CHARLOTTE TILBURY BEAUTY BEING LEAPING BUNNY APPROVED MEAN?
At Charlotte Tilbury Beauty, achieving the Cruelty Free International Leaping Bunny approval means we maintain our commitment to being cruelty free and shows that we value transparency throughout our supply network, demonstrating to our customers that we have our procedures, policies and values in all the right places. Leaping Bunny approval is an important milestone for both the company and our customers.
IS CHARLOTTE TILBURY BEAUTY THE ONLY BRAND TO BE APPROVED?
At Charlotte Tilbury Beauty, we join hundreds of other companies to be awarded Cruelty Free International Leaping Bunny approval, globally.
HAS CHARLOTTE TILBURY EVER TESTED ON ANIMALS?
No, we have never tested our products on animals. We have been against animal testing since our launch in 2013 and the Leaping Bunny approval now provides all our customers with the reassurance of gold standard approval. Being a Leaping Bunny brand means having a supplier monitoring system that is implemented by ourselves and by our supply chain, as well as regular checking for animal testing throughout the supply network down to manufacturers. We follow a fixed cut-off date policy and accept ongoing independent audits, to ensure compliance with the global criteria. This approval is an important step for us and our customers, as it gives confirmation that we have been independently verified as doing everything we can to be cruelty free!
ARE CRUELTY FREE PRODUCTS LESS SAFE BECAUSE THEY ARE NOT TESTED ON ANIMALS?
No, all products must be tested for safety, and cruelty free products remain safe as they use humane and effective alternatives to animal testing and ingredients already approved as safe. There is toolbox of non-animal methods available to assure the safety of cosmetics. The development of non-animal alternatives has often been encouraged by initiatives like the Cruelty Free International Leaping Bunny programme.
HOW CAN CHARLOTTE TILBURY BEAUTY BE RESEARCH-POWERED WITHOUT TESTING ON ANIMALS?
We make wide use of consumer panel testing, human-based clinical assessments and safety, including patch tests, comedogenicity testing, and ophthalmological testing.
WILL I SEE THE LEAPING BUNNY LOGO ON YOUR PRODUCTS, AND WHAT DOES IT MEAN?
The Leaping Bunny logo will now shine brightly across the Charlotte Tilbury brand, allowing customers to shop for their favourite beauty products in the safe knowledge that all are approved cruelty free, using the rigorous Leaping Bunny criteria. The Leaping Bunny approval is a new beacon for us, as it confirms that our procedures, policies and values are upheld in all the right places. Even if you don’t see the Leaping Bunny logo on our packaging, you can rest assured our entire brand is covered by the approval.
DOES THE APPROVAL COVER MAKEUP, SKINCARE AND FRAGRANCE?
Yes! You can purchase your favourite Charlotte Tilbury makeup, skincare and fragrance products with the guarantee that globally, the entire range has been awarded the highest standard of cruelty free approval. To gain Leaping Bunny approval, a brand’s whole product offering must meet Leaping Bunny’s rigorous standards. Charlotte Tilbury is giving her customers the ability to trust, not only in her beauty expertise, but in the integrity of easy-to-choose Leaping Bunny approved makeup and skincare, past, present and in the future.
ARE CHARLOTTE TILBURY'S PRODUCTS VEGAN?
Many of our products are vegan and all are cruelty free approved by Leaping Bunny. The full updated list can be found here.
Do you have any plans or commitments to vegan certification?
Yes, we are committed to securing Vegan Society Accreditation and looking to start this post the Leaping Bunny approval process.
Charlotte Tilbury Expansion and Mainland China Launch
Are you expanding globally?
Being officially Leaping Bunny approved by the globally recognised Cruelty Free International programme has long been a strategic priority for Charlotte Tilbury Beauty. It is an important milestone for both the company and our customers. As we continue to expand our distribution into new markets such as Korea, Australia and mainland China, we want to give everyone the confidence that we do so in keeping with our cruelty-free values.
Have you launched in mainland China?
Yes, we are expanding into new markets such as Korea, Australia and mainland China. This expansion is in keeping with our cruelty-free values, supported by our official Leaping Bunny approval. Leaping Bunny approval has long been a strategic priority for Charlotte Tilbury Beauty as it supports our brand purpose and values, with cruelty free makeup and skincare for everyone, everywhere!
How are you able to launch in mainland China and be Leaping Bunny approved?
We will be the first Leaping Bunny approved luxury make-up brand to launch in mainland China, bringing our makeup and skincare magic in a way that maintains our brand values and purpose. We have created our own new production and distribution model in order to sell in mainland China, whilst also taking the critical steps with the Cruelty Free International Leaping Bunny programme to ensure we can retain our cruelty free status everywhere.
Before the Leaping Bunny approval did you sell in mainland China?
No - previously our products have not been available for consumer purchase in mainland China other than through the Leaping Bunny approved cross-border e-commerce model. This model allows international brands like us to sell products online direct to Chinese consumers through e-commerce partners, such as Tmall Global, without the requirement for product registration in mainland China or animal testing.
Can you explain your new domestic manufacture model?
Our domestic operation in mainland China is a significant, long-term investment for our business, which also adheres to the Cruelty Free International Leaping Bunny Programme steps to ensure we can remain cruelty free – an important factor for us. This is achieved in accordance with People’s Republic of China regulations by developing and producing the product formulations in our existing global suppliers before shipping them to our manufacturers in mainland China, where the crucial filling process is completed. This new supply chain model adheres to the Cruelty Free International Leaping Bunny criteria..
How has Leaping Bunny created a programme that allows for brands to be cruelty free in mainland China?
In 2020, Cruelty Free International – using learning and experience from its China Pilot Programme run with partners in mainland China – put in place carefully crafted criteria for Leaping Bunny brands using domestic manufacture in mainland China to sell their products and maintain their cruelty free status. Since a change in law in 2014, this process has not triggered mandatory animal testing for ordinary or “non-special-use” cosmetics, which includes the Charlotte Tilbury Beauty range available in mainland China. To ensure both product safety and cruelty free assurance, products are tested using internationally recognised non-animal testing methods. In addition, strong systems are put in place ensuring transparency with sales and distribution. This includes the ability for quick recall in the rare instances where there may be suspected public health issues or concerns raised.
What is post market testing and how can you be sure no animal testing takes place?
Post-market testing takes place during the rare occurrence of a serious consumer safety concern and involves the process of local authorities testing cosmetics after products have been sold in market. In China, the authorities are legally required to notify brands of any concerns and provide the brand with the option to undertake a quick recall in the rare instances where there may be suspected public health issues or concerns raised, and therefore avoid animal testing.
Are your products vegan?
Charlotte Tilbury has many products for our vegan-friendly customers.
Shop products which are vegan-friendly here.
Are your products paraben free?
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.
Are your products gluten free?
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.
How can I be informed of Charlotte Tilbury news?
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.
Do you offer a pro-artist discount program?
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.
Can you tell me more about 10% promotions, Refer a Friend and other promotional codes?
If you have recently signed up to one of our promotions, please allow 24 hours for your code to be emailed to you. Please check your Junk folder as this might have been stored there depending on your email settings.
Once the email has been received, please click into the link where a code will appear at the top of our website. Please copy and paste this code at checkout in the promotional codes box found on the top right hand corner of the page.
Regretfully codes cannot be added to your purchase once this has been completed and submitted to our warehouse, but can be used on next order with us!
We regret that we are unable to refund retrospectively for orders placed without using the code.
Please note the 10% discount is not available on bundles (multiple items), sets and any sale items e.g. Lipstick sets and Looks, this information can be found on the Terms And Conditions - Please find below the link for your convenience.