At Charlotte Tilbury Shop, we want you to love your luxury beauty purchases as much as we love creating them. If for any reason you’re not completely satisfied, our returns policy ensures your experience remains as flawless as our products.

Our Return Promise

We accept returns of gently used or unopened products within 15 days of delivery. Like the perfect makeup application, we’ve designed this process to be seamless and stress-free.

Please note: For hygiene reasons, we cannot accept returns on opened liquid products (foundations, concealers, BB/CC creams, lip balms/plumpers, lash primers) or used makeup applicators (brushes, eyeliner pencils) unless defective.

The Flawless Return Process

  1. Initiate Your Return: Email our Beauty Care Team at [email protected] within 15 days of receiving your order with:
    • Your order number
    • Product(s) you wish to return
    • Reason for return (helps us improve your future experiences)
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Prepare Your Package: Include all original packaging and a copy of your invoice. For your protection, we recommend using a trackable shipping service.
  4. Ship Your Return: Send to our beauty headquarters at:
    Charlotte Tilbury Shop Returns
    4905 Romrog Way
    Los Angeles, CA 90001
    USA

Refund Details

Once we receive and inspect your return (typically within 5 business days):

  • Timing: Refunds are processed within 3-5 business days after approval
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Requests

Prefer a different shade or product? We’re happy to help:

  1. Follow the same return process above
  2. Include a note specifying your desired exchange
  3. We’ll process your new order once the return is received

Note: For international exchanges, additional shipping charges may apply.

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Dear Charlotte Tilbury Shop Beauty Team,

I would like to initiate a return for the following item(s) from my order #[Your Order Number]:

  • [Product Name] – [Shade/Color if applicable]
  • [Reason for Return: e.g., wrong shade, product defect, etc.]

Please advise if you require any additional information to process my request. I look forward to your instructions for completing this return.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Contact Number – optional]

International Returns

For our global beauty enthusiasts outside the U.S.:

  • Return shipping costs are the customer’s responsibility
  • Please mark the package as “Returned Goods” to avoid customs charges
  • Original shipping fees and any import duties/taxes are non-refundable

Defective or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us immediately at [email protected] with photos of the issue. We’ll arrange a prepaid return label and expedite your replacement.

For any questions about our returns policy, our Beauty Care Team is always ready to assist at [email protected]. We’re committed to ensuring your Charlotte Tilbury experience is nothing short of magical.