We are able to accept the return of unused or gently used items free of charge for a full refund within 30 days of their purchase.
Please follow the instructions on the Returns Page to initiate your return. You will be notified by email once your return has been received and processed.
INFO ON OUR RETURN PROCESS
- Provide your details on the return form so we can locate your order
You can find the details in the Order Confirmation email or in My Account - Select the items you want to return
We are currently unable to offer exchanges - Choose a return method
Depending on your selected carrier you may need a printer at home - Return your parcel using your chosen method
Pack your returns in the original packaging, enclose the completed returns form in your parcel, and depending on your selected carrier, affix the returns label or show the QR code
We recommend keeping a record of the tracking number used so you can track the status of your return. Please allow up to 21 business days for your refund to be issued.
RETURN EXCEPTIONS
Please note:
- We are unable to take 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.
- For all bundle purchases, individual components may not be returned separately.
- Engraved items are not eligible for return or exchange unless faulty once opened.
- At this time we are unable to process exchanges.
Not sure where to find your order number?
- You can find the 7 digit order number in your order confirmation email, in your account or on the paperwork included with your order. This number may be referred to as your order number or your PO #.
- Kindly note you may see another order number referred to as a warehouse order or SO. These orders start with SO#0000, but cannot be used to create a return.
