frequently asked questions
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: +1 (855) 528-8495
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 free 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 check out. 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. Substitutions may be made for out of stock samples.
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?
At this time, we are unable to cancel orders once they have been placed. However, we offer complimentary returns on all orders and you will find a return label enclosed in your order with detailed instructions. Please see 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 1-855-528-8495 (Monday: 9:30am - 6pm, Tuesday - Thursday: 9:30am - 8pm, Friday: 9:30am - 6pm EST).
Do you accept international orders?
Currently purchases made on charlottetilbury.com/ca are not eligible for delivery outside of the CA
Alternatively, we recommend that you consider shopping on our IE, EU, FR, DE, IT, ES, AU, UK, CA, NL, and HK 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, Diners Club, Discover, and American Express), as well as PayPal and Klarna Pay In Four instalments.
What is Afterpay?
Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.
Simply select Afterpay as your payment option at checkout - first-time customers will need to register with Afterpay and provide payment details, as usual. Returning customers simply log in to their Afterpay account when prompted to make their purchase. Please note that all items in your shopping bag must be eligible for Installments by Afterpay, and you must meet Afterpay’s eligibility requirements to qualify.
Afterpay is only offered to customers shopping on charlottetilbury.com who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.
All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.
We do not offer Afterpay on orders containing gift cards or makeup service bookings. If you wish to place an order for a gift and pay for other items using Afterpay, you will need to place two separate orders.
To find out more, visit Afterpay Payments FAQ for a comprehensive list of terms.
What is Klarna?
Klarna enables you to split the cost of your purchase into 4 payments every 2 weeks with no interest if you pay on time and no credit agreement. Find out more about shopping Charlotte Tilbury with Klarna Pay In four instalments 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 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.
What delivery options do you have?
Can you tell me more about expedited shipping?
Orders must be placed before 1pm PST / 4pm EST 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?
If you wish to return your order please click here to see our returns procedure.
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 21 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 firstname.lastname@example.org so we may check the status of your return.
What happens if my shipment is undelivered or refused?
Please email us at email@example.com or call us at 1-855-528-8495 and a member of our Customer Care team will be happy to help!
What should I do if I receive a faulty or damaged product?
If your goods arrive damaged, please contact us at firstname.lastname@example.org or call 1-855-528-8495 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:
- Al Shaya
- Bergdorf Goodman
- Brown Thomas
- Cult Beauty
- De Bijenkorf
- Feel Unique
- Harvey Nichols
- Holt Renfrew
- House of Fraser
- John Lewis
- Lane Crawford
- Little Beast
- Little Red Book
- Sephora US
- Sephora CA
- Silk Road
- Space NK
- The Mall Group
- Violet Grey
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 store finder page.
Who can I contact for product advice?
Please email us at email@example.com or call 1-855-528-8495 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 is Leaping Bunny approved by Cruelty Free International. Cruelty Free International’s Leaping Bunny Programme is the internationally recognisable gold standard in cruelty free beauty and is awarded to brands who meet rigorous globally-applied criteria. Charlotte Tilbury Beauty has maintained a cruelty free commitment since its launch in 2013, and the Leaping Bunny approval now provides an official confirmation of its cruelty free status.
Charlotte Tilbury Beauty believes that EVERYONE, EVERYWHERE should have access to its empowering, confidence boosting range of research-powered skincare and makeup magic. Cruelty Free International Leaping Bunny approval underlines this core belief and allows Charlotte Tilbury Beauty to maintain its values and promise as it continues to expand globally.
The ability to be cruelty free in all global markets follows a close partnership with Cruelty Free International to assess and verify that every part of the Charlotte Tilbury Beauty’s global product development, supply chain and distribution complies with the stringent Leaping Bunny criteria. Charlotte Tilbury Beauty will continue to work closely Cruelty Free International as it grows its product ranges and offerings worldwide.
Discover more about Leaping Bunny and Cruelty Free International here.
What is Leaping Bunny?
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.
Charlotte Tilbury Expansion and Mainland China Launch
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.
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 @CharlotteTilbury, on Twitter @charlottetilbury, on Snapchat @charlottetilbury, 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.
Do you offer a refer a friend program?
Yes, we do! If you love Charlotte Tilbury, please Share The Magic! Give friends $15 off their first order, and you’ll get $15 off when they make a purchase. To receive your unique link to share with friends please go to the Share The Magic page.
*Offer valid for new customers only, with a minimum purchase of $75. Other exclusions apply. Please refer to full T&C’s.
How can I apply for a job at Charlotte Tilbury?
FAQ: How do I use UPS Access Points for Click and Collect?
What is a UPS Access Point?
The UPS Access Point service allows you to pick up your order from a nearby location or CVS store.
How does it work?
At the checkout, select the “Local Pickup" option. You will then be able to search by your location and select a nearby Access Point from more than 20,000 nationwide. Once you have selected an Access Point, your order will be shipped to that location.
When can I pick my order up?
You will receive an e-mail when your order is ready to be collected. You will be asked to show a government ID when collecting your order. The opening hours of the Access Point will be displayed at the time of selection and will also be displayed in your pickup email.
How Much Does it cost?
Pickup from a UPS Access Point is FREE.
How Long will my order be available for pick up?
our package will be held for 7 days so you can pick up your package when it's convenient for you.
If I purchase the new skincare refills for the glass jars, can I use them with my old plastic jar?
Our new refills are compatible only with our new glass jars, they will not fit into our old plastic jars. You can now recycle your old plastic jars through our RECYCLE THE MAGIC! recycling programme, and we will also give you a 20% discount code to use when buying the new refillable glass Magic Cream 50ml, Magic Night Cream 50ml or Magic Eye Rescue 15ml + a matching refill*!
How can I find out more about your recycling programme?
After relaunching Magic Cream, Magic Night Cream & Magic Eye Rescue into refillable glass jars on 12th August 2021, we are asking you to recycle your old plastic packs with us. In exchange you will be given a 20% discount code to use when buying the new refillable glass Magic Cream 50ml, Magic Night Cream 50ml or Magic Eye Rescue 15ml + a matching refill*.
*Please click here to read full terms and conditions for the 20% off promotion
Do you offer Corporate Services?
Click here learn more about how Charlotte Tilbury can help you plan your next corporate event or gifts for colleagues and clients.
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.