frequently asked questions - primary stores

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.

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

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 all major credit cards (Visa, Visa Debit, MasterCard and American Express), as well as PayPal and Klarna Pay In three instalments*.

*Klarna’s Pay in 3 is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply: www.klarna.com/uk/terms-and-conditions.

Klarna enables you to split your purchases into 3 interest-free payments*, no fees when you pay on time, and no credit agreement. Manage your Klarna account and learn more at Klarna.com.

We are currently offering Klarna as a payment method in selected regions and are sorry if you have experienced some issues whilst trying to place your order.

It can be subject to eligibility based on criteria set by the Klarna team and on this occasion it may be that you did not meet the criteria.

Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time.

For further information, we would recommend reaching out to Klarna directly.

*You must be 18+ to use this credit offer (0% APR). Missed payments may affect your ability to use Klarna in the future. ROI residents only. Subject to status. T&Cs apply.

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).

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.

You can request these changes with our customer care team within 20 minutes of placing your order during our business hours 9am – 9pm BST Monday – Friday or 10am – 7pm BST Saturday & Sunday, excluding public holidays. You can get in touch here

We will be unable to honour any requests to change an order after the 20 minute window or any orders placed outside of our business hours.

While we will do our best to action any cancellation or address change requests, there may be instances where we are unable to make the requested change.

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 see our shipping information page

Please email us at customercare@charlottetilbury.com or call our Customer Care team at +44(0)1202 629527, 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.

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.

With every order on CharlotteTilbury.com, you have the opportunity to select 2 complimentary samples during checkout. You can view and select the samples currently available by clicking the "Add two free samples" section in your shopping bag. Samples are limited, may change from time to time, and substitution may occur. Only one of each sample can be added per order.

Please note that we are unable to add samples retrospectively once the order has been submitted

Due to the limited nature of our complimentary samples, we regret that we are unable to reship samples if they arrive damaged, if you receive a substitute, 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.

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.

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

Shop products which are vegan-friendly here.

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.

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.

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.

How often will I receive my subscription?

Every 3, 4 or 6 months, depending on which option you choose!

Can I change or cancel my subscription at any time?

By logging into CharlotteTilbury.com, you can manage or cancel your subscription. Log in here to access your account.

When will I be charged for my subscription?

Every 3, 4 or 6 months, depending on your selected subscription. For example: If you set up a subscription on the 1st of January to be delivered every 3 months, we will take payment for your first order on the 1st of January, then take payment for your second order on the 1st of April (bank holidays permitting).

We will always send you a reminder email 7 days before your next payment is due.

What if I want to cancel my subscription?

Changed your mind? No problem! By logging in to CharlotteTilbury.com, you can cancel your subscription up to 24 hours before your next payment is due. Log in here to access your account.

What are my subscription benefits?

By subscribing to your favourite beauty icons, you can enjoy a MAGICAL 15% OFF + free delivery with every scheduled order. You will also automatically become a Loyalty Programme member, with EXCLUSIVE ACCESS to secret areas of CharlotteTilbury.com!

Will I be charged for postage on each delivery?

Delivery is on us, darling! Free standard delivery will be applied to every scheduled order in your subscription.

Can I apply a promo code?

Sorry darling, promo codes cannot be used when placing subscription orders.

Can I add an engraving to my subscription?

Not right now! If you would like an item engraved, you can make a one-time purchase of that item and select a personalised message before you add to bag.

Can I return my subscription product?

Yes, please see our existing online returns policy to make returns in the usual way.

Can I change my payment method?

You can change your payment method by logging in to your CharlotteTilbury.com account to manage your subscription. Only card payments will be accepted for subscription orders. You will not be able to use Klarna, Afterpay, or arrange payment over the phone via our Gifting Hotline for subscription orders. Log in here to access your account.

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

Click here learn more about how Charlotte Tilbury can help you plan your next corporate event or gifts for colleagues and clients.