charlotte’s beauty universe terms & conditions

Charlotte Tilbury Beauty Ltd. (together with Islestarr (defined below), “Charlotte Tilbury”, “we”, “us” or “our”) has launched a loyalty programme, called Charlotte’s Beauty Universe (the “Program” or “Beauty Universe”). Your participation in Charlotte’s Beauty Universe loyalty programme is governed by these Beauty Universe Terms and Conditions (the “Terms”). These Terms should be read alongside, and in addition to, our Website Terms and Conditions of use and also our Privacy Policy and Cookies Policy, to understand how we collect and process your personal data. In the event of any conflict between these Terms and the Website Terms and Conditions of Use, the Website Terms and Conditions of Use will control.

Please read these Terms carefully and print a copy for your future reference. By participating in Charlotte’s Beauty Universe, you agree to these Terms, the Privacy Policy and Cookies Policy (each as amended from time to time). If you do not agree to these Terms, please contact us immediately by email, at legal@charlottetilbury.com, and we will remove you from Charlotte’s Beauty Universe.

Charlotte’s Beauty Universe is operated by Islestarr Holdings Limited, company number 07712458, with its registered office at 8 Surrey Street, London, United Kingdom, WC2R 2ND (“Islestarr”).

Charlotte Tilbury reserve the right to change the Terms including the eligibility or rewards under the Program; terminate or withdraw Charlotte’s Beauty Universe; or close further participation in the Program, at any time in its discretion. Unless we notify you otherwise, any amended Terms will be effective immediately and your continued participation in the Program after the amended Terms are posted will confirm your acceptance of the changes, therefore you should review these Terms regularly to understand the terms and conditions that apply to Charlotte’s Beauty Universe. If you do not agree to the amended Terms, you must contact us immediately by email at legal@charlottetilbury.com.

What Is Charlotte’s Beauty Universe?

Charlotte’s Beauty Universe is the name of the Charlotte Tilbury Loyalty Program, allowing Charlotte Tilbury customers access exclusive products, content and experiences via sign-up at https://www.charlottetilbury.com/content/charlottes-beauty-universe-sign-up. Once customers have joined Charlotte’s Beauty Universe, purchasing three (3) or more orders within a 12-month period will unlock the opportunity to become one of Charlotte’s Stars, accessing new products ahead of launch via Charlotte’s Magic Vault.

Eligibility and Joining Charlotte’s Beauty Universe.

1. Charlotte Tilbury customers aged 18 and over are eligible to join Charlotte’s Beauty Universe. Pro Members are not eligible to join Charlotte's Beauty Universe. The Program is intended for personal use only and commercial use by commercial customers and others purchasing items for resale are not eligible to participate in the Program. At Charlotte Tilbury’s discretion, current Charlotte Tilbury employees and contractors and immediate family members of such employees and contractors, may not be eligible to participate in Charlotte’s Beauty Universe

For the purpose of the Program a “Valid Order” shall mean that you have placed an online order for products via www.charlottetilbury.com, but excluding any such order that is: (a) subsequently returned; (b)purchased using an e-gift card; (c) for or include an e-gift card; e-gift Virtual Consultation or Virtual Consultation there are clear records showing this, our decision is final.

Rewards

1. During your period of membership, you will be able to access Charlotte’s Beauty Universe exclusive offers and promotions.
2. You will need to use your Charlotte Tilbury login details to access Charlotte’s Beauty Universe.
3. Once logged in, your available rewards, and details of how to redeem, along with specific terms and conditions related to it will be accessible within Your Account Dashboard https://www.charlottetilbury.com/account
4. Rewards may include, but are not limited to % off promotions gift-with-purchase, early access to a product or content, invitation to an event, prize draws and exclusive member only products or services.
5. Unless specified, rewards can only be accessed/redeemed on CharlotteTilbury.com.
6. Rewards are subject to availability, and for a limited period only. We reserve the right to make substitutions in our sole discretion.
7. Rewards have no cash value, may not be sold/transferred, and you are not able to return items for a refund.
8. From time-to-time, Charlotte Tilbury may choose to offer ‘email exclusive loyalty offers’ or additional automatically added to basket site-wide offers will be available to Loyalty customers only and will be communicated via site, or email with a unique-code to be added at checkout. These rewards will not be valid for use with any other offer and can only be used on www.charlottetilbury.com. We reserve the right to make substitutions in our sole discretion and the rewards have no cash value, may not be sold/transferred, and you are not able to return items for a refund. Should Charlotte Tilbury terminate or suspend the current Program, ‘Charlotte’s Beauty Universe’, all Loyalty Program Rewards and Loyalty promotional codes shall cease to be valid.

Birthday Gift

As a member of Charlotte’s Beauty Universe, customers will be entitled to receive a Birthday Gift during the Membership Period. This will be by way of a one-time code which will be emailed to the customer and delivery is subject to product availability. Charlotte Tilbury Terms and Conditions apply A Birthday Gift will only be available to Charlotte’s Beauty Universe members when a date of birth has been updated in the customer Charlotte Tilbury Account at least two weeks prior to the Beauty Universe Member’s Birthday. Customers can only redeem one Birthday Gift during the Membership Period.

Becoming a Charlotte’s Superstar

Once a customer has joined Charlotte’s Beauty Universe, membership will continue provided we decide to continue Charlotte’s Beauty Universe. If a Charlotte’s Beauty Universe customer spends over £1000 (or equivalent in local currency) within the preceding 12 month period or, at our discretion, such other then-current eligibility criteria that we may introduce from time to time, Charlotte Tilbury may grant you exclusive access to be one of ‘Charlotte’s Superstars’. If at any time you do not meet the then-current eligibility criteria (including any then-current Threshold) then your membership will lapse.

Participation in Charlotte’s Superstars

1. Only Charlotte Tilbury customers aged 18 and over who receive an email invitation directly from Charlotte Tilbury are eligible to join Charlotte’s Superstars. The Program is intended for personal use only and commercial use by commercial customers and others purchasing items for resale are not eligible to participate in the Program. At Charlotte Tilbury’s discretion, current Charlotte Tilbury employees and contractors and immediate family members of such employees and contractors, may not be eligible to participate in the Program.
2. Participation in the Program is solely at Charlotte Tilbury’s discretion.
3. In the event that Charlotte Tilbury invites you to participate in the Program you may be contacted via email and given specific instructions on what else you need to do in order to be invited into the Program.
4. If you are invited to join Charlotte’s Superstars, you will receive confirmation via an email. This welcome email will confirm that you are eligible for entry into Charlotte’s Superstars and include a link to a landing page within Charlotte’s Superstars webpage and information about the benefits of being one of Charlotte’s Superstars.

Charlotte’s Superstar Term Period

Once you have been invited to join Charlotte’s Superstars, your membership will continue for one year from the date of invite (Membership Period) provided we decide to continue Charlotte’s Superstars. We are entitled to end Charlotte’s Superstars and/or withdraw or amend any associated benefits at any time, including upon termination of the Program. Charlotte’s Superstar Rewards Eligibility Rewards offered to Charlotte’s Superstars are only available to customers purchasing in the United Kingdom, United States, Canada, Australia, EU (including France, Germany, Italy, Netherlands and Spain) and Hong Kong. The Rewards are for members of Charlotte’s Superstars during their Membership Period only, and must not be shared with or used by any third party. By using the Rewards you are deemed to have read, accepted and be bound by these Terms and Conditions, any other requirements set out in the promotional material for the specific Reward (in the event of a conflict, the requirements set out in the promotional material will take precedence), as well as all applicable laws and regulations, including without limitation those governing copyright, content, defamation, privacy, publicity and the access or use of others’ computer or communication systems By using the Rewards customers confirm their eligibility and accept the applicable Charlotte Tilbury Terms and Conditions of the promotion in question. Charlotte Tilbury may require the customer to provide proof of such eligibility. We reserve the right at our sole discretion to disqualify from further (or any) use of any of the Rewards if we have reason to believe you are tampering with the operation of the Program, or to be acting in any manner deemed by Charlotte Tilbury to be in violation of these Terms, relevant laws and/or regulations and/or third party rights.

15% Off 6 Lipsticks for 12 Months

As one of ‘Charlotte’s Superstars’, customers will be provided a unique code that can be redeemed up to six times during the Membership Period. Customers can redeem the unique code on lipsticks in the following lipstick franchises: KISSING; Matte Revolution; Hot Lips and Hot Lips 2. Customers cannot redeem the Discount Code on new lipsticks, which means the Discount Code cannot be used on a newly launched lipstick shade for a period of 13 weeks from the go-live date on www.charlottetilbury.com The Discount Code can only be used on six occasions and not in conjunction with any other offers, sales or discounts The Discount Code must not be shared with anyone else.

Free Standard Shipping

As one of ‘Charlotte’s Superstars’, customers will be entitled to free shipping on orders made on www.CharlotteTilbury.com during the Membership Period, subject to these Terms Such orders must be placed by the customer only, and the delivery address must be the same as the customer’s billing address. Please note shipping to a third party and/or overseas shipping is not allowed. To redeem free standard shipping, customers must be logged into their Charlotte Tilbury account at the point of purchase. Free shipping will apply at the checkout automatically. In the event that a customer forgets to log in, shipping costs will not be reimbursed retrospectively. Customers redeeming the free shipping promotion will not be eligible for gift-wrapping.

Price Guarantee

If you are a Charlotte Tilbury Loyalty customer and find a Charlotte Tilbury item for a lower price on one of our verified partner’s websites, we will meet that price at the time of purchase on www.charlottetilbury.com within 14 days of the lower price being live. To allow Charlotte Tilbury Loyalty members to access the lower price, matched on www.charlottetilbury.com, their account will be manually credited with the difference in price of the products.

Our ability to offer a price match is based on, and not limited to the following exclusions:

• The item must be identical in shade and size and must not be part of a set, bundle or any other type of value saving offer, inclusive of 3 for 2 savings and buy one get one free offers.
• The Charlotte Tilbury item must be in stock at the verified partner site, and available on www.charlottetilbury.com at time of claim
• Retailer must be offering the lower price for 24 hours or longer and evidence of offer live must be provided to Charlotte Tilbury customer service team within 14 days of the price being found before being verified and a credit being applied to the Charlotte Tilbury Loyalty customer’s account.
• Customers will be limited to one price-match per quarter and discounts offered will not be over -40% of the original price offered on www.charlottetilbury.com
• We are unable to match order-level discounts, gift card promotions or shipping offers
• We do not offer price matches on items from third-party sellers, non-official retailers.
• Price adjustments do not apply to items included in Limited-Time Sale, Extra Savings, Anniversary Sale, Daily Deals or Beauty Daily Deals promotions on retailer’s websites.
• We do not process automated price matching or price adjustment requests generated by third-party services inclusive of but not limited to affiliate partner offers.
• We will only make one price adjustment per item
• Price matching will not be offered on items found at a lower price in physical retailer’s stores.
• Lower price will only be matched when the item in question is in the same territory as the shipping location and will not be honoured based on currency conversions.
• Price matching will not be offered throughout the Black Friday trading period, defined as offers found between 1st November and 7th December.
• • Charlotte Tilbury has the right to reject any price matching claim. Separately, should an item on www.charlottetilbury.com be purchased by a Charlotte Tilbury loyalty member, and subsequently is reduced in price within 14 days of purchase on www.charlottetilbury.com, the customer will be entitled to claim a credit to their account for the difference in value. Our ability to offer a price match on www.charlottetlbury.com is based on, and not limited to the following exclusions:
• The item must be identical in shade and size and must not be part of a set, bundle or any other type of value saving offer, inclusive of 3 for 2 savings and buy one get one free offers.
• Evidence of a Charlotte Tilbury product being reduced on www.charlottetilbury.com must be provided to Charlotte Tilbury customer service team within 14 days of purchase of the product before being verified and a credit being applied to the Charlotte Tilbury Loyalty customer’s account.
• Customers will be limited to one price-match per quarter and discounts offered will not be over -40% of the original price offered on www.charlottetilbury.com
• We are unable to match order-level discounts, gift card promotions or shipping offers
• Price adjustments do not apply to items included in Limited-Time Sale, Extra Savings, Anniversary Sale, Daily Deals or Beauty Daily Deals promotions on www.charlottetilbury.com.
• We do not process automated price matching or price adjustment requests generated by third-party services inclusive of but not limited to affiliate partner offers.
• We will only make one price adjustment per item
• Price matching will not be offered on items found at a lower price in Charlotte Tilbury boutiques or purchases made in authorised retailer partners stores or online.
• We do not offer price matches on items from third-party sellers, non-official retailers.
• Lower price will only be matched when the item in question is in the same territory as the shipping location and will not be honoured based on currency conversions.
• Price matching will not be offered throughout the Black Friday trading period, defined as offers found between 1st November and 7th December.
• Charlotte Tilbury has the right to reject any price matching claim.

Complimentary Virtual Services

As one of ‘Charlotte’s Superstars’, customers will be entitled to book and attend 30 minute or 45 minute Virtual Consultations (subject to availability) free of charge, during the Membership Period. These will be classed as “Free of Charge Appointments” as per the Virtual Consultation Terms and Conditions, and customers and additional promotional codes cannot be applied.

The Virtual Consultation must be booked and attended by the ‘Charlotte’s Superstar’ customer only, and cannot be booked or attended by anyone other than the account holder.

Virtual Consultations must be booked via the customer’s account here and the customer must be logged in to redeem. By booking and/or attending a Virtual Service, the customer is agreeing to the Virtual Consultations Terms and Conditions which can be found at https://www.charlottetilbury.com/uk/help/terms-and-conditions

24/7 Hotline

Charlotte’s Superstar customers will be provided with a “Hotline” number, for the purpose of discussing products with a member of the Charlotte Tilbury team. Customers should use the Hotline number associated with your region: +44 808 196 4760 – UK, EU, IE, NL, ES, DE, IT, FR +1 (855) 583-1192 – US Toll Free +1 (833) 599-0249 - CA Toll free Phone calls to these numbers are toll free, but may incur charges if called from a mobile phone dependent on the mobile network charges, or if the number called is from outside of the country the bill-payers account is associated with. Customers must ensure they have the permission of the bill payer before calling. The Hotline number is for ‘Charlotte’s Superstar’ Customers use only during the Membership Period and must not be shared with or used by any third party. The Hotline may not always be available. We retain the right to remove access to the Hotline at any time, including in the event this Program is terminated in which case all access shall cease immediately. When using the Hotline, customers cannot request or be guaranteed to speak to a specific individual.

Data Protection

1. We are the data controller of any personal information that we collect from you in order to administer Charlotte’s Beauty Universe. We take the protection of your personal information seriously. You can find out more about how we process your information by viewing our Privacy Policy. You can manage your preferences, or unsubscribe, at any time by logging on to your CharlotteTilbury.com account.
2. Please note that, in accordance with the Privacy Policy, you can opt out of receiving emails from Charlotte’s Beauty Universe at any time. There is an unsubscribe link on every email that you receive about Charlotte’s Beauty Universe, or you can email us at legal@charlottetilbury.com requesting that we remove you from Charlotte’s beauty Universe, and we will do so,. General
3. Your eligibility to join Charlotte’s Beauty Universe may be revoked if part or all of your eligible purchases are returned, cancelled or refunded.
4. Each person can only have one account in Charlotte’s Beauty Universe. We reserve the right to carry out any checks to verify the validity of your participation in Charlotte’s Beauty Universe. If we find that the same person is enrolled in Charlotte’s Beauty Universe more than once (including under different names or addresses), your data and benefits will only be counted once, and unnecessary accounts will be deactivated.
5. Charlotte’s Beauty Universe is offered at our sole discretion. We reserve the right to cancel or amend Charlotte’s Beauty Universe at any time. Where possible, we will provide you with notice of any significant changes to these Terms but would encourage you to come back and review them from time to time. If you continue to interact with Charlotte’s Beauty Universe, you will be deemed to have accepted any changes.
6. Charlotte’s Beauty Universe is for personal use by the account holder only.
7. Charlotte’s Beauty Universe is not intended for customers that are re-sellers.
8. Any products and/or samples that you receive as rewards may not be sold on.
9. See our Privacy Policy and Cookies Policy to understand how we collect and process your personal data
10. We reserve the right to suspend or to terminate your membership of Charlotte’s Beauty Universe if, in our sole discretion, we consider that you have breached these Terms, supplied false or misleading information or acted improperly or in an abusive, defamatory, criminal, or offensive way to any other member or to our staff.