Security checks: All orders placed on Charlottetilbury.com are subject to random security checks. Orders that are unable to be validated will be cancelled. We recommend contacting your card issuer to ensure that the billing details they have on file are correct.
Please be aware that you may receive an email or phone call from a member of Team Tilbury to confirm some of your details in order to validate your order.
We are unable to reactivate orders once they have been cancelled, and therefore you will need to replace your order once we have verified your information.
Out of stock: We do our best to make sure the product listed on site is available at the time of your purchase. However, there are times when we try to fulfill an order and we notice that an item isn’t available.
If an item is out of stock on your order, the item will be cancelled from your order and you will be issued a refund for the cost of that item back to your original form of payment. You will receive an automated refund confirmation email and an additional email from a member of Team Tilbury to confirm what has been removed from your order. The remaining items on your order will still ship out to you.
If your entire order is out of stock, your payment will be reversed meaning the charge will drop from your statement. You will receive an automated refund confirmation email and an additional email from a member of Team Tilbury to confirm that your order has been cancelled due to the contents being out of stock.