FREQUENTLY ASKED QUESTIONS
What measures are you taking around COVID-19 for customers?
As this unprecedented situation evolves day-by-day, we wish you, your families and all our customers, teams and communities health and resilience.
To keep you informed as we continuously adjust to the latest Government guidelines and expert advice in each of the countries we operate in, information will be regularly updated on Charlottetilbury.com:
- We continue fulfilling orders on Charlottetilbury.com, as do our partner websites. Our warehouses are following the strictest of hygiene protocols, along with our delivery partners.
- Our shops and counters are temporarily closed across North America, Europe, UK and the Middle East, and all Masterclasses and Events are on hold until further notice. Our Store Locator page will be kept updated with any changes.
- Customer Care teams are working remotely and are contactable during normal business hours at Charlottetilbury.com. We’re here to help you with any queries you may have.
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
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.
Can I place an order over the phone?
Unfortunately, we are unable to take any orders over the phone. If you need assistance placing an order, please call our customer care number to speak to a member of Team Tilbury and they will walk you through the process: +44 (0) 1202 629 527, Monday to Friday, 9am to 6pm.
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.
How do I cancel or make changes to an order?
At this time, we are unable to cancel orders once they have been placed. However, we are able to accept the return of unused or gently used items for a full refund within 30 days of their purchase. Please use the returns form enclosed with your order to return or exchange your goods. For our full returns and refunds policy 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 – 6pm (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 CA, US, UK, AU 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
Was ist Klarna?
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?
For full delivery options please see our Shipping Information page.
Can you tell me more about expedited shipping?
Orders must be placed before 3:30pm 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.
What is your returns policy?
DUE TO THE CURRENT SITUATION, ORDERS PLACED DIRECTLY ON CHARLOTTETILBURY.COM ON OR AFTER 10TH OF MARCH 2020 CAN NOW BE RETURNED UP TO 60 DAYS FROM THE PURCHASE DATE.
Please use the returns form enclosed with your order to return or exchange your goods. For our full returns and refunds policy please visit our Returns Policy.
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?
Returns typically take 10 - 15 business days to fully process. 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 – 6pm (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.