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.

SCOPE OF POLICY

This returns policy applies to all customers of the Charlotte Tilbury website or app. Please note that purchases made in-store at Charlotte Tilbury Beauty Wonderlands, airport counters, or affiliated retailers must be processed at point of sale – please contact them directly to process any returns. For Instagram Shop returns, please contact us directly through our Instagram Seller Centre platform.

We hope you love your purchases, but if for any reason you do need to return something to us, we’ve made it as simple as possible. We are able to accept the return of unused or gently used items free of charge for a full refund within 30 days of you receiving your purchase.

Significantly used products will not be eligible for a refund. If you have received any damaged or faulty product(s), please see our Damaged or Faulty Products section below.

EEA and UK customers have a separate legal cancellation right in addition to this Returns Policy – see EEA and UK Customers section below.

Purchases made during the Holiday season may be subject to extended return dates – please contact our Customer Care team to find out more.

RETURNING YOUR PRODUCT(S)

All returned items must be sent back with all protective or other materials in place and tags and stickers attached to them (if applicable), as well as with the original box or packaging to trigger your refund. ‘Bundles’ or ‘Build Your Own Kit’ items must be returned altogether to trigger your refund. All products are inspected upon return and will be subject to strict quality control checks. If your handling of any product(s) result in a decrease in value, we may refuse the refund or deduct the amount of such loss from the amount to be reimbursed to you.

Refunds on purchases made with promotional discounts will be calculated at the reduced price. Refunds will not include the cost of the original delivery cost. If a complimentary gift (including product samples) has been issued with your purchase, you must also return that gift to trigger your refund.

DAMAGED OR FAULTY PRODUCTS

If you believe a product is damaged or faulty, you should inform our Customer Care team within 48 hours of receiving your purchase. Please note we would appreciate you sending us a photo of the damaged or faulty product(s) you received. You are entitled to a full refund or replacement for damaged or faulty product(s) within 31 days of receiving your purchase. If you return a faulty product within 6 months of receiving your purchase, you are entitled to a replacement product (if no replacement product is available, we will process a refund for you). Nothing in this section affects your legal rights under applicable law.

If your package is visibly damaged on delivery, please either: (1) refuse to accept the delivery so that the package will be returned to us; or (2) tell the person delivering your goods that you wish to sign as “received damaged”. In both instances, you will need to contact our Customer Care team within 48 hours to inform us about the issue so that we can process your refund.

Any defects or damage caused by accident or by your use of the products not in accordance with their intended use or by normal wear and tear will not be deemed faulty and will not be eligible for a refund or replacement.

GIFT RETURNS

If you wish to return an item purchased online that you have received as a gift, you may exchange it for online store credit to your Charlotte Tilbury account. Please contact our Customer Care team who will be happy to help. You will need the order number for the gift return and your Charlotte Tilbury account details. Please note, without this information, the refund will be issued back to the purchaser's original method of payment.

Once processed, you may use the online store credit towards a future online order with us at CharlotteTilbury.com or on the Charlotte Tilbury app and this will be visible as a payment method upon checking out.

Only the purchaser will be entitled to any rights of return, cancellation or withdrawal (as applicable) and a refund of applicable monies. In no event will a person who has received any items as a gift be entitled to receive a refund.

REFUND TIMEFRAME

We will aim to refund you within 14 days of receiving the returned item. It can then take 2-5 business days for the funds to be reflected back in the original payment account.

HOW TO PROCESS YOUR RETURN

Please follow the instructions under the START A RETURN section to register your return. Registering your return will ensure we can process it as quickly as possible. You will be notified by email once your refund has been processed.

1. Please register your return by entering your email and order number in the ‘Start A Return or Exchange’ widget box 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.

LIMITATION ON RETURNS POLICY

To the fullest extent permitted by law and notwithstanding anything to the contrary in this Returns Policy, products that are personalised (e.g. engraved) are not eligible for return unless faulty upon opening.

EXCHANGES

UK residents may exchange like for like items within 30 days from the date they received their item. However, we are unable to partially exchange kits/bundles for an alternative shade. There is no charge to exchange an item although exchanges are subject to availability. If you would like to exchange an item please contact our Customer Care team noting the replacement shade required.

Exchanges can take between 7-21 business days to process.

GENERAL

Title and risk to the returned items will not transfer back to us until such items have physically arrived back with us, and therefore if you choose to return your item by post (not using our preferred returns carrier) you are advised to use a courier service offering tracked service, and to have adequate insurance to cover the cost of the goods in transit, as we will not be liable for such goods. If you are returning your product by post or courier service, please include your personal details and the best way for us to get in touch with you, otherwise it will not be possible to process your refund.

We monitor the number of returns being made by customers. Continued, or high numbers of returns (including where complimentary gifts are not returned together with your order), may be deemed by us (in our sole discretion) to be evidence of a breach of our Returns Policy. To the fullest extent as permitted by law, breaches of this Returns Policy may invalidated your eligibility for a refund, replacement, or exchange and may result in your current (or any future) Charlotte Tilbury account being closed.

This Returns Policy may be updated from time to time at our discretion with such updates taking immediate effect.

EEA AND UK CUSTOMERS

EEA and UK customers have a separate legal cancellation right which is in addition to this Returns Policy.

If you are a customer resident in the UK or a member state of the European Union, Iceland, Liechtenstein, or Norway ("EEA"), you have a “cooling-off” right to cancel your online order for any reason within 14 days of receiving your purchase and to receive a full refund. This right is not affected by any separate terms within this Returns Policy.

To exercise the right to cancel you must either: (1) follow the instructions in the How to Process Your Return section if you have received your order; or (2) contact the Customer Care team with your order number and advise that you wish to cancel your order. The terms of this Returns Policy will apply to the cancelled order.

You should inform us of your intent to cancel through the methods stated in the refund instructions above. You must return the product in the same condition (including with any free gifts or promotional items received with your order).