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.
Please note that orders may take up to 21 working days to reach you, with exchanges and refunds also taking longer to process.
To assist you in the interim, we’ve included some information on our frequently asked questions
Latest delivery update
As a result of the Coronavirus outbreak, we are experiencing intermittent delivery delays with our couriers so customers may experience longer than normal delays to their deliveries. Due to current demand, please allow 7-10 working days to receive your order.
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?
Regretfully we are unable to accommodate your request on this occasion due to the current order volume and additional measures our warehouse are currently working with due to the restrictions placed on them by the current COVID-19 situation.
If you still 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 visit 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/nl are not eligible for delivery outside of the EU
Alternatively, we recommend that you consider shopping on our IE, EU, FR, DE, IT, ES, CA, UK, AU, HK, 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 and Klarna Pay In 14.
We also accept the following payment methods:
- iDeal – Netherlands
- BanContact – Belgium
What is Klarna?
Klarna enables you to pay later, up to 14 days after purchase with no interest and no fees. Find out more about shopping Charlotte Tilbury with Klarna Pay In 14 days here. 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.
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Charlotte Tilbury and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Charlotte Tilbury run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
What happens if I cancel or return my order?
As soon as Charlotte Tilbury have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Charlotte Tilbury from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Charlotte Tilbury. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
What happens to my statement, when I've returned the goods?
Once Charlotte Tilbury has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app. I've received a statement, but I've not yet received my goods. In the event that your goods have not been received please call Charlotte Tilbury to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive. I have cancelled my order.
How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout. I haven’t received an email with my statement/payment information. You can log in the Klarna app or at www.klarna.com/uk , where you will find all of your orders and payment schedule information. Visit Klarna app or Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.
Do you charge sales tax/duties?
We do not charge VAT on orders made from the Channel Islands. When placing your order enter your country and postcode within the Shopping Bag Summary page and click the Calculate button where the VAT will be automatically deducted before you proceed to the payment stage of the checkout.
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.
To track your order within the EU/NL;
If you have not received your parcel within 21 working days from placing your order then please kindly get back in touch with us stating your order number and we will be happy to look into this further for you.
What is your returns policy?
Due to higher volumes than usual and additional hygiene measures in place at our fulfilment centres as a result of Covid 19, returns are taking up to 21 working days to be processed.
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.
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?
Due to higher volumes than usual and additional hygiene measures in place at our fulfilment centres as a result of Covid 19, returns are taking up to 21 working days to be processed. Once it is processed, you will receive an email that is labeled "Credit Memo Notification" to confirm. If you have any questions about your return, please contact us at email@example.com so we may check the status of your return.
What happens if my shipment is undelivered or refused?
Please email us at firstname.lastname@example.org 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 email@example.com 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:
- Bergdorf Goodman
- Brown Thomas
- De Bijenkorf
- Harvey Nichols
- Holt Renfrew
- House of Fraser
- John Lewis
- Peter Jones
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.
Who can I contact for product advice?
Please email us at firstname.lastname@example.org 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 Ltd and our suppliers do not currently test our products or ingredients used in our products on animals for cosmetic purposes. In addition, we do not use third parties to carry out any of those tests.
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.