returns & exchanges
RETURN & EXCHANGE POLICY
We are able to accept the return of unused or gently used items free of charge for a refund within 30 days of their purchase. While we aim to process your return within 14 working days, please allow up to 21 working days for your refund to be issued.
For our full return policy and the answers to other frequently asked questions, please visit our Customer Care Help Centre here.
For TikTok Shop returns, please contact us directly through our Tik Tok Seller Centre platform or here for assistance with your return.
Please follow the instructions under the START A RETURN section to register your return and receive a shipping label or QR code, if applicable. Registering your return will ensure we can process it as quickly as possible. You will be notified by email once your refund has been processed.
Extended Holiday Returns Policy
If you place an online order between 24th September 2024 – 28th December 2024 you have until 31st January 2025 to return it. For orders placed after the 28th December 2024, the normal 30 day returns policy applies.
To view information on how to create a return, please visit the START A RETURN section.
INFORMATION ON OUR RETURN PROCESS
1. Please register your return by entering your email and order number in the fields above. You can find the details in your order confirmation email or in ‘My Account’.
2. Select the items you would like to either return/exchange.
3. Choose a return method.
4. Return your parcel using your chosen drop off point and courier method. Pack your returns in the original packaging. If you are using your own box or bag to return your items, please ensure you enclose a note with your full name, email address and order number.
Returns Information
Store Purchases:
We are unable to accept 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.
Faulty Goods:
If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as “received damaged”.
If your goods are received as faulty or damaged once opened please contact our Customer Care team within 48 hours of receiving your order.
Gift Returns:
If you wish to return an item you received as a gift purchased online, you may exchange it for store credit to your Charlotte Tilbury account by following the returns procedure outlined above. You must also notify customer care that you would like store credit added to your account. You may use the store credit towards a future online order with us at CharlotteTilbury.com and this will be visible as a payment method upon checking out.
Return Exceptions:
- For all bundle or ‘build your own beauty kit’ purchases, individual components may not be returned separately.
- Engraved items are not eligible for return unless faulty once opened.
Refund Timeframe:
You will be notified that your refund has been processed by email. After receiving confirmation of your refund, please allow 2 – 10 working days for your refund to be reflected in your account. For the answers to other frequently asked questions, please visit our Customer Care Help Centre here.