FAQS

How to choose your complimentary samples?

With every order on kw.CharlotteTilbury.com, you have the opportunity to select 2 complimentary samples during checkout. You can view and select the samples currently available by clicking the "Add two free samples" section in your shopping bag. Samples are limited, may change from time to time, and substitution may occur. Only one of each sample can be added per order.
Please note that we are unable to add samples retrospectively once the order has been submitted.
Due to the limited nature of our complimentary samples, we regret that we are unable to reship samples if they arrive damaged, if you receive a substitute, or if one is missing from your order. Samples are shipped with merchandise purchases ONLY. Please note that eGift cards are not considered merchandise.
Please note that free samples are complimentary, and we are not obliged to offer them. We reserve the right to remove the option for free samples at any time.

What delivery options do you offer?

We offer a home delivery service as well as click and collect service for selected stores. Times and cost for deliveries will vary depending on the location. For more information, please see our Delivery Information page.

What time does the Charlotte Tilbury customer care team operate, and how can I get in contact?

You can contact our customer care team on the following number: 182-12-12.

Charlotte Tilbury Customer Service:

We are open Saturday to Thursday 9AM to 10PM. Friday 1PM to 10PM (Kuwait local time, GMT +3). You can also contact us using our quick form and our team will get back to you as soon as possible.

Can I view my order history?

You can view your orders at any time using our website. Simply follow the steps below.

1. Log in to our website and click on 'my account' at the top of the page.
2. Click on the link ‘View Orders’ on the left of the page. This will show you your order history.

Can I track my order online?

Yes, you will receive a unique tracking via email once your order is packed. This link will allow you to track your order at any time letting you know when your order will be delivered.

When I place an order, how long does delivery take?

Your order confirmation email will inform you of the expected lead time for delivery. Our courier company will attempt to call you should they not have enough delivery information to deliver your order.

I've received my order, but it's not suitable. How do I return it?

Charlotte Tilbury is dedicated to offering the highest levels of quality and service. We will be happy to refund or exchange faulty, damaged or incorrectly supplied item(s)* that you are not completely satisfied with, as long as they are returned in an unused condition and in their original packaging, within 14 days of receipt of your order with a copy of the Invoice. Items can be returned to any Charlotte Tilbury store.
Please visit our returns & refunds page for full details.

I've received a discount voucher but the code doesn't work online, why is this?

Please be aware that once you’ve applied the voucher code, it cannot be used again, so please do not apply it until you’re sure that you’re ready to place and pay for your order.
Most common reasons for promotion codes not working are: being out of date; being applied to products that are not eligible or the set order limit not being reached.
If you’re still having problems, you can also contact us using our quick form and we'll be happy to explain how you can redeem your discount online.

How can I remove my details from your mailing list?

We’re sorry to hear you’re thinking about unsubscribing. Simply login to your account on our website and follow the quick steps below.

1. Click on the 'My Account' link at the top of the website.
2. Click on the 'Communication Preferences'
3. Simply un-tick the email check box and click 'Save'.
4. You will see a message telling you that the subscription has been removed.
5. If you wish to subscribe to the newsletters again at any time, simply navigate to this section, tick the check box and click 'Save'.

You can also unsubscribe by clicking on the unsubscribe link at the end of any promotional email. On click, you will navigate to the un-subscription page on the website where once you enter the reason for un-subscription and click 'Unsubscribe', you can start a new shopping journey.

Why has my order been cancelled?

Your order may be cancelled for a number of reasons. The most common reasons for this are:-

• High demand of goods – In this event, you will receive an email confirming the cancellation and what to do next.
• If you requested a cancellation. You’ll receive a confirmation email once this has been done.
• If we’ve been unsuccessful in delivering the order to your chosen delivery address.
• All risk in the Products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the address specified in your order or collected from our store (as appropriate) and we will not be liable for a refund or a replacement in the event the address you specified is incorrect.
• If payment was not successful
• If the order was not collected from the selected store within the collection period of 7 days

What is Click & Collect?

You can place an order for an item online and have it delivered to the store of your choice. This service is free of charge for all orders.
Click and collect is available in the majority of our stores, once you have selected the products you wish to purchase the stores offering this service will be displayed on the delivery page.