CONTACT US
Our response time is currently within 5 working days from your request being received. Our Agents are working on your enquiries during business hours, Monday – Friday.
If you have messaged us and are awaiting a response, we ask that you do not send us multiple messages as we answer enquiries in the order in which they are received, so no need to follow up! Rest assured we will get back to you and assist you as soon as possible.
To assist you in the interim, we’ve included some information on our frequently asked questions.
Can I place an order over the phone?
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 do I cancel or make changes to an order?
Orders can be cancelled or changed within 20 minutes of placing the order (during business hours). However, we are unable to change the contents of an order once placed.
While we will do our best to action any cancellation or address change requests, there may be instances where we are unable to make the requested change.
Should you wish to return your order, we offer free returns. You can see our Returns Policy for more information and return instructions.
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, Afterpay and Klarna Pay In Four instalments.
How do I know what ingredients are in the products?
All products have a tab showing the ingredients. You should always check the ingredients for products to avoid potential allergic reactions.
Are your products cruelty free?
Yes, all Charlotte Tilbury Beauty products are cruelty-free. We have been cruelty-free since day one, and this commitment remains unchanged. We do not test our finished products or ingredients on animals, and we never ask anyone to test on our behalf.
Are your products vegan?
Charlotte Tilbury has many products for our vegan-friendly customers.
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.
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.