At Charlotte Tilbury Shop, we’re committed to making your luxury beauty experience as flawless as our products. From the moment you place your order to the application of your favorite items, we strive for perfection in every detail.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to suit your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
  • Free Shipping (orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment

International Customers: We ship globally (excluding some Asian regions and remote areas). Please note that international orders may be subject to customs fees, taxes, or duties which are the customer’s responsibility.

Our Flawless Returns Promise

We want you to love your Charlotte Tilbury products as much as we do. If you’re not completely satisfied, we offer a hassle-free return process within 15 days of delivery.

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
  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

  • Timing: Refunds are processed within 3-5 business days after we receive and inspect your return (typically within 5 business days of arrival)
  • 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

Non-Returnable Items

For hygiene reasons, we cannot accept returns on:

  • Opened liquid products (foundations, concealers, BB/CC creams, lip balms/plumpers, lash primers)
  • Used makeup applicators (brushes, eyeliner pencils) unless defective

Exchange Requests

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

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

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

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.

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

Need Help?

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.