FREQUENTLY ASKED QUESTIONS

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 @charlottetilbury 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

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 4 instalments work?

Pay later in 4 instalments is a form of credit which allows you to spread the cost of your purchase over 4 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. The next 3 payments are automatically made every 2 weeks after the initial payment. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 4 instalments?

To use Pay later in 4 instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 4 instalments is subject to your financial circumstances. When choosing Pay later in 4 instalments, our assessment will not affect your credit rating. There's no interest or fee's when you pay on time.

How can I increase my chances of being accepted for Pay later in 4 instalments?

Klarna is unique and offers Pay later in 4 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 4 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 4 instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 4 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 4 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 4 instalments?

Although Pay later in 4 instalments is widely promoted it is not always universally available. The Pay later in 4 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 4 instalments 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. The next 3 payments are automatically made every 2 weeks after the initial payment. 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 4 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. A Late Fee of up to $7 may be charged if any scheduled payment remains unpaid after 10 days (this will never exceed 25% of your Installment Payment amount). Your credit score will not be impacted by using Klarna’s ‘Pay later in 4 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/us.

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/us 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/us.

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 10 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/us , 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.

WHY IS CHARLOTTE TILBURY PARTNERING WITH CRUELTY FREE INTERNATIONAL?

Cruelty Free International is an organisation that works to end animal experiments worldwide, champion better science and cruelty free living. They do this by investigating and exposing the reality of life for animals in laboratories. They challenge decision-makers, and brands like us, to make a positive difference for animals.

WHAT IS THE CRUELTY FREE INTERNATIONAL LEAPING BUNNY PROGRAMME?

As part of Cruelty Free International's mission to end animal experiments, they operate the Leaping Bunny Programme which is the globally recognisable gold standard for cruelty free cosmetics, personal care, household and cleaning products. The Leaping Bunny logo is the best assurance a consumer can get that a brand is doing everything it can to be cruelty free. This is hugely important both for us and for our customers.

IS CHARLOTTE TILBURY BEAUTY LEAPING BUNNY APPROVED?

Yes, we are very proud to be Cruelty Free International Leaping Bunny approved, which allows us assure our customers that we are working to a global gold standard. The Leaping Bunny logo will now appear proudly across the Charlotte Tilbury brand, allowing our customers to shop for their favourite beauty products in the knowledge that all makeup and skincare products are approved as cruelty free, against the rigorous Leaping Bunny criteria.

WHAT DOES CHARLOTTE TILBURY BEAUTY BEING LEAPING BUNNY APPROVED MEAN?

At Charlotte Tilbury Beauty, achieving the Cruelty Free International Leaping Bunny approval means we maintain our commitment to being cruelty free and shows that we value transparency throughout our supply network, demonstrating to our customers that we have our procedures, policies and values in all the right places. Leaping Bunny approval is an important milestone for both the company and our customers.

IS CHARLOTTE TILBURY BEAUTY THE ONLY BRAND TO BE APPROVED?

At Charlotte Tilbury Beauty, we join hundreds of other companies to be awarded Cruelty Free International Leaping Bunny approval, globally.

HAS CHARLOTTE TILBURY EVER TESTED ON ANIMALS?

No, we have never tested our products on animals. We have been against animal testing since our launch in 2013 and the Leaping Bunny approval now provides all our customers with the reassurance of gold standard approval. Being a Leaping Bunny brand means having a supplier monitoring system that is implemented by ourselves and by our supply chain, as well as regular checking for animal testing throughout the supply network down to manufacturers. We follow a fixed cut-off date policy and accept ongoing independent audits, to ensure compliance with the global criteria. This approval is an important step for us and our customers, as it gives confirmation that we have been independently verified as doing everything we can to be cruelty free!

ARE CRUELTY FREE PRODUCTS LESS SAFE BECAUSE THEY ARE NOT TESTED ON ANIMALS?

No, all products must be tested for safety, and cruelty free products remain safe as they use humane and effective alternatives to animal testing and ingredients already approved as safe. There is toolbox of non-animal methods available to assure the safety of cosmetics. The development of non-animal alternatives has often been encouraged by initiatives like the Cruelty Free International Leaping Bunny programme.

HOW CAN CHARLOTTE TILBURY BEAUTY BE RESEARCH-POWERED WITHOUT TESTING ON ANIMALS?

We make wide use of consumer panel testing, human-based clinical assessments and safety, including patch tests, comedogenicity testing, and ophthalmological testing.

WILL I SEE THE LEAPING BUNNY LOGO ON YOUR PRODUCTS, AND WHAT DOES IT MEAN?

The Leaping Bunny logo will now shine brightly across the Charlotte Tilbury brand, allowing customers to shop for their favourite beauty products in the safe knowledge that all are approved cruelty free, using the rigorous Leaping Bunny criteria. The Leaping Bunny approval is a new beacon for us, as it confirms that our procedures, policies and values are upheld in all the right places. Even if you don’t see the Leaping Bunny logo on our packaging, you can rest assured our entire brand is covered by the approval.

DOES THE APPROVAL COVER MAKEUP, SKINCARE AND FRAGRANCE?

Yes! You can purchase your favourite Charlotte Tilbury makeup, skincare and fragrance products with the guarantee that globally, the entire range has been awarded the highest standard of cruelty free approval. To gain Leaping Bunny approval, a brand’s whole product offering must meet Leaping Bunny’s rigorous standards. Charlotte Tilbury is giving her customers the ability to trust, not only in her beauty expertise, but in the integrity of easy-to-choose Leaping Bunny approved makeup and skincare, past, present and in the future.

ARE CHARLOTTE TILBURY'S PRODUCTS VEGAN?

Many of our products are vegan and all are cruelty free approved by Leaping Bunny. The full updated list can be found here.

Do you have any plans or commitments to vegan certification?

Yes, we are committed to securing Vegan Society Accreditation and looking to start this post the Leaping Bunny approval process.

Are you expanding globally?

Being officially Leaping Bunny approved by the globally recognised Cruelty Free International programme has long been a strategic priority for Charlotte Tilbury Beauty. It is an important milestone for both the company and our customers. As we continue to expand our distribution into new markets such as Korea, Australia and mainland China, we want to give everyone the confidence that we do so in keeping with our cruelty-free values.

Have you launched in mainland China?

Yes, we are expanding into new markets such as Korea, Australia and mainland China. This expansion is in keeping with our cruelty-free values, supported by our official Leaping Bunny approval. Leaping Bunny approval has long been a strategic priority for Charlotte Tilbury Beauty as it supports our brand purpose and values, with cruelty free makeup and skincare for everyone, everywhere!

How are you able to launch in mainland China and be Leaping Bunny approved?

We will be the first Leaping Bunny approved luxury make-up brand to launch in mainland China, bringing our makeup and skincare magic in a way that maintains our brand values and purpose. We have created our own new production and distribution model in order to sell in mainland China, whilst also taking the critical steps with the Cruelty Free International Leaping Bunny programme to ensure we can retain our cruelty free status everywhere.

Before the Leaping Bunny approval did you sell in mainland China?

No - previously our products have not been available for consumer purchase in mainland China other than through the Leaping Bunny approved cross-border e-commerce model. This model allows international brands like us to sell products online direct to Chinese consumers through e-commerce partners, such as Tmall Global, without the requirement for product registration in mainland China or animal testing.

Can you explain your new domestic manufacture model?

Our domestic operation in mainland China is a significant, long-term investment for our business, which also adheres to the Cruelty Free International Leaping Bunny Programme steps to ensure we can remain cruelty free – an important factor for us. This is achieved in accordance with People’s Republic of China regulations by developing and producing the product formulations in our existing global suppliers before shipping them to our manufacturers in mainland China, where the crucial filling process is completed. This new supply chain model adheres to the Cruelty Free International Leaping Bunny criteria..

How has Leaping Bunny created a programme that allows for brands to be cruelty free in mainland China?

In 2020, Cruelty Free International – using learning and experience from its China Pilot Programme run with partners in mainland China – put in place carefully crafted criteria for Leaping Bunny brands using domestic manufacture in mainland China to sell their products and maintain their cruelty free status. Since a change in law in 2014, this process has not triggered mandatory animal testing for ordinary or “non-special-use” cosmetics, which includes the Charlotte Tilbury Beauty range available in mainland China. To ensure both product safety and cruelty free assurance, products are tested using internationally recognised non-animal testing methods. In addition, strong systems are put in place ensuring transparency with sales and distribution. This includes the ability for quick recall in the rare instances where there may be suspected public health issues or concerns raised.

What is post market testing and how can you be sure no animal testing takes place?

Post-market testing takes place during the rare occurrence of a serious consumer safety concern and involves the process of local authorities testing cosmetics after products have been sold in market. In China, the authorities are legally required to notify brands of any concerns and provide the brand with the option to undertake a quick recall in the rare instances where there may be suspected public health issues or concerns raised, and therefore avoid animal testing.

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, pause 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 pause or 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.

SKINCARE

GIFTS

FREQUENTLY ASKED QUESTIONS

What measures are you taking around COVID-19 for customers?

Latest delivery update

Can I place an order over the phone?

DO YOU OFFER VIRTUAL CONSULTATIONS?

How can I receive free samples?

How do I cancel or make changes to an order?

What should I do if I receive an error message during checkout?

Do you accept international orders?

What payment methods do you accept?

What is Afterpay?

What is Klarna?

Klarna FAQs

What delivery options do you have?

Can you tell me more about expedited shipping?

How do I track my order once it has been placed?

What is your returns policy?

Can I return or exchange an item that was not purchased on charlottetilbury.com?

What is the status of my refund?

What happens if my shipment is undelivered or refused?

What should I do if I receive a faulty or damaged product?

Who are our authorised retailers?

Where is my closest Charlotte Tilbury stockist?

Who can I contact for product advice?

How do I know what ingredients are in the products?

Are your products cruelty free?

What is Leaping Bunny?

Charlotte Tilbury Expansion and Mainland China Launch

Are your products vegan?

Are your products paraben free?

Are your products gluten free?

How can I be informed of Charlotte Tilbury news?

Do you offer a pro-artist discount program?

Do you offer a refer a friend program?

How can I apply for a job at Charlotte Tilbury?

FAQ: How do I use UPS Access Points for Click and Collect?

If I purchase the new skincare refills for the glass jars, can I use them with my old plastic jar?

How can I find out more about your recycling programme?

Do you offer Corporate Services?

Subscription FAQs