frequently asked questions - primary stores

A knowledgeable member of Team Tilbury would be happy to assist you with product advice and placing your order!

Call us on: +44 (0) 808 196 4668

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!

We accept Visa, Visa Debit and MasterCard.

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) 808 196 4668, Monday – Friday, between 9am – 9pm (GMT).

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.

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.

Please email us at customercare@charlottetilbury.com or call our Customer Care team at +44 (0) 808 196 4668, Monday – Friday, between 9am – 9pm (GMT)!

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.

Please see our shipping information page

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.

If you have any questions about your return, please contact us at customercare@charlottetilbury.com so we may check the status of your return.

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

Please email us at customercare@charlottetilbury.com or call +44(0)1202 629527 and a member of our Customer Care Team would be happy to help!

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.

Yes, all Charlotte Tilbury Beauty products are cruelty-free. We have been cruelty-free since day one, and this commitment remains unchanged. We do not test our finished products or ingredients on animals, and we never ask anyone to test on our behalf.

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.

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, 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.

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

Shop products which are vegan-friendly here.

Charlotte Tilbury products can be purchased at:

• Al Shaya
• Arnotts
• ASOS
• Birchbox
• Beautylish
• Bergdorf Goodman
• Bloomingdales
• Breuninger
• Brown Thomas
• Cult Beauty
• De Bijenkorf
• DFS
• Feel Unique
• Fenwick
• Harmay
• Harrods
• Harvey Nichols
• Holt Renfrew
• House of Fraser
• Jarrolds
• John Lewis
• KaDeWe
• Lane Crawford
• Little Beast
• Little Red Book
• Nordstrom
• Namshi
• Net-a-Porter
• Nykaa
• Selfridges
• Sephora US
• Sephora CA
• Silk Road
• Space NK
• The Mall Group
• Tmall
• Ulta Beauty
• VaVaVoom
• Violet Grey
• Zalando

You can purchase Charlotte Tilbury products via our website or in one of our stores listed on our store finder 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 @CharlotteTilbury, on Twitter @charlottetilbury, on Snapchat @charlottetilbury, 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.

If you would like to inquire about job opportunities at Charlotte Tilbury please visit our Current Opportunities page or send your résumé to recruitment@charlottetilbury.com so that your details may be reviewed.

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.

https://www.CharlotteTilbury.com/uk/help/terms-and-conditions

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