FREQUENTLY ASKED QUESTIONS
Can I place an order over the phone?
Unfortunately we’re unable to take any orders over the phone.
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 website.
You can also check the status of your order by logging into your account on the Borderfree website and clicking the ‘My Orders’ tab on the right-hand side.
What shipping options do you have available?
We now ship to Bahrain, Brazil, Chile, China, Colombia, Costa Rica, Dominican Republic, Ecuador, Egypt, Hong Kong SAR, India, Indonesia, Israel, Japan, Jordan, Korea, Kuwait, Lebanon, Macao SAR, Malaysia, Mexico, New Zealand, Pakistan, Peru, Qatar, Russia, Saudi Arabia, Singapore, South Africa, Taiwan, Thailand, Ukraine, UAE, Uruguay, and Vietnam. For full shipping options please see our shipping information page.
Charlotte Tilbury uses a third party provider to deliver the dropdown list of shipping destinations. Rather than individual country listings, the destinations shown are the result of the specific requirements of our provider’s network of couriers and the custom regulations for different destinations.
What payment methods do you accept?
We accept all major credit cards: Visa, Visa Debit, MasterCard and American Express.
Do you charge duties and tax?
Duty, customs tariffs and VAT are set by the local government. When placing your order, enter your country within the Shopping Bag Summary page and click the Calculate button where duties and taxes will automatically be deducted before you proceed to the payment stage of the checkout.
What is your returns policy?
We hope you love your purchases, but if for any reason you need to return an item that has been bought outside of the UK, we’ve made it as simple as possible.
Just return the item(s) in its original packaging within 30 days of receiving your order and enclose the original paperwork, including your order number, in your parcel.
For health and safety reasons we only offer a refund on unused or gently used items. If we receive a return that appears to be more than gently used, we will regrettably be unable to offer a refund or return the item to you.
You will be responsible for arranging to have the item(s) returned to us and for any costs incurred. We strongly recommend that you use a trackable courier service to return your items to us, as we will be unable to offer refunds on items that do not reach us.
Can I return or exchange an item purchased in-store via the website or vice-versa?
No, all Charlotte Tilbury products must be returned to the store or website they were originally purchased from.
What should I do if I receive a faulty or damaged product?
Should your item(s) arrive damaged, please contact our Customer Care team on +44(0)1202 629527 or email us at firstname.lastname@example.org.
What should I do if I have experienced an adverse reaction to one of your products?
Should you experience a reaction to one of our products then please contact our Customer Care team on +44(0)1202 629527 or email us at email@example.com.
Who can I talk to regarding ingredients or product advice?
If you require advice on products, shades or ingredients then please contact a member of our Customer Care Team on +44(0)1202 629527 or email us firstname.lastname@example.org.
How do I know what shade of foundation I would be?
If you would like to discover your perfect foundation match, please use our online [Foundation Finder](finder/foundation). You will get Charlotte's personalised prescription of Light Wonder or Magic Foundation in minutes!
Do you sell gift cards?
Unfortunately, we do not currently offer gift cards. We only offer gift cards in the on our UK and US websites.
Are your products tested on animals?
We do not test on animals, nor do our suppliers.
Do you offer a Pro Artist discount program?
Yes, we do have a Pro-Artist discount available, please visit our [Pro-Artist page](/pro-program) 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 completed application form to email@example.com along with scans of the required documentation.
Do you send out samples of your products?
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.
How can I apply for a job at Charlotte Tilbury?
If you would like to enquire about job opportunities at Charlotte Tilbury, please send your CV through to firstname.lastname@example.org where your details will be reviewed and kept on file for future openings.
How can I be informed of Charlotte Tilbury news?
You can hear the latest Charlotte Tilbury news by signing up to our email newsletters on the website.
For all other queries please contact our Customer Care team on +44(0)1202 629527 or email us email@example.com.
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 [stockists page](https://stores.charlottetilbury.com/index.html).
Fragrance Shipping Restrictions
Due to international shipping restrictions, we are unable to deliver our fragrance, Scent Of A Dream, by air.