Question 1

Contact Us

Accepted Answer

Our response time is currently within 2 working days from your request being received. We are working on your enquiries during business hours, Monday – Friday.

Question 2

Do You Accept International Orders?

Accepted Answer

Unfortunately not at the moment. We ship only within the United Kingdom.

Question 3

What Payment Methods Do You Accept?

Accepted Answer

We accept all major credit cards (Visa, Visa Debit, MasterCard and American Express), as well as PayPal.

Question 4

How Do I Cancel Or Make Changes To An Order?

Accepted Answer

If you wish to return your order or part of your order upon receiving it, please contact us 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 see our Returns Policy.

Question 5

How Do I Track My Order Once It Has Been Placed?

Accepted Answer

Once your order has been dispatched you will receive an email containing a tracking number that can be used on the courier’s website.

Question 6

Who Can I Contact For Product Advice?

Accepted Answer

Please email us or use the live chat function and a member of our Customer Care Team would be happy to help!

Question 7

How Do I Know What Ingredients Are In The Products?

Accepted Answer

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.

Question 8

Are Your Products Cruelty Free?

Accepted Answer

Yes, all of our products are Cruelty Free and we never test on animals.

Question 9

Are Your Products Vegan?

Accepted Answer

Yes, all of our products are vegan

Question 10

What is your 60 day money back guarantee policy?

Accepted Answer

We offer a 60 day money back guarantee so that you can have the same confidence in our products that we do. Depending on your age and skin type, it can take anywhere from 28 to 60 days for skin cells to turnover, so we want to allow you plenty of time to decide if something is, or isn’t, working for you.

We hope that you love our products as much as we do, but if for any reason you are unhappy with any item purchased through our website, then please call us on message us within 60 days of receiving your order and we will be happy to arrange a refund or exchange.

We reserve the right to refuse returns and refunds. Products must at least 50% full to receive a full refund. You may not receive a (full) refund in cases where the product has been used beyond what is deemed reasonable to trial the product. For example, a product that is empty or almost empty. We reserve the right to say that our products may not be suitable for your skin and decline any further purchases from you.

Frequently asked questions