returns information
We are able to accept the return of unused or gently used items for a full refund within 30 days of their purchase. Refunds can take up to 10 working days to show in your account.
We’ve improved our returns process. Please follow the instructions below so that we can process your return as quickly as possible. You will be notified by email once your returns have been received and processed.
INFORMATION ON OUR RETURN PROCESS
1. Please register your return by entering your email and order number in the fields above. You can find the details in your order confirmation email or in ‘My Account’.
2. Select the items you would like to either return/exchange.
3. Choose a return method.
4. Return your parcel using your chosen drop off point and courier method. Pack your returns in the original packaging. If you are using your own box or bag to return your items, please ensure you enclose a note with your full name, email address and order number.
FAULTY GOODS
If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as “received damaged”.
If your goods are received as faulty or damaged once opened please contact our Customer Care team within 48 hours of receiving your order.
GIFT RETURNS
If you wish to return an item you received as a gift purchased online, you may exchange it for store credit to your Charlotte Tilbury account by following the returns procedure outlined above. You may use this towards a future online order with us at CharlotteTilbury.com and this will be visible as a payment method upon checking out.
RETURN EXCEPTIONS
Please note:
• 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.
• For all bundle or ‘build your own beauty kit’ purchases, individual components may not be returned separately.
• Engraved items are not eligible for return unless faulty once opened.