Frequently asked questions
Our response time is currently within 5 working days from your request being received. Our Agents are working on your enquiries during business hours, Monday – Friday.
If you have messaged us and are awaiting a response, we ask that you do not send us multiple messages as we answer enquiries in the order in which they are received, so no need to follow up! Rest assured we will get back to you and assist you as soon as possible.
To assist you in the interim, we’ve included some information on our frequently asked questions.
A knowledgeable member of Team Tilbury would be happy to assist you with product advice and placing your order!
Call us on: +1 (855) 528-8495
Yes! Visit the easy-to-use Virtual Consultations page to book a complimentary or paid 1-2-1 Virtual Consultation at HOME with one of Charlotte’s SKINCARE or MAKEUP EXPERTS! Trained by Charlotte, they are her BEAUTY STYLISTS and will help you find your FLAWLESS MAKEUP MATCH, gifts for EVERYONE and EVERY OCCASION, SUPERCHARGE YOUR SKINCARE ROUTINE and more! These video appointments bring the magic of Charlotte’s Beauty Wonderland into the comfort of your home, with tailored-to-you makeup and skincare advice! Ask questions, unlock expert Tilbury Tricks and shop LIVE with your artist!
With every order at charlottetilbvry.shop you have the opportunity to select 2 samples free. You can view the samples selection currently available at check out. After you have selected 2 samples, they will be automatically added to your basket. Samples are limited and may change from time to time. Only one of each sample can be added per order. Substitutions may be made for out of stock samples.
Due to the limited nature of the free samples, we regret that we are unable to reship samples if they arrive damaged, if you received the wrong one, or if one is missing from your order. Samples are shipped with merchandise purchases ONLY. Please note that eGift Certificates and Gift 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.
Orders can be cancelled or changed within 20 minutes of placing the order (during business hours). However, we are unable to change the contents of an order once placed.
While we will do our best to action any cancellation or address change requests, there may be instances where we are unable to make the requested change.
Should you wish to return your order, we offer free returns. You can see our Returns Policy for more information and return instructions.
If you receive an error message please try the following:
Contact your bank to make sure there are sufficient funds in your account.
Verify you are entering the credit card’s CVV and billing information correctly.
Verify your billing name, address and phone number matches that of the credit card used for payment.
If the issue remains, please call our Customer Care team at 1-855-528-8495 (Monday: 9:30am – 6pm, Tuesday – Thursday: 9:30am – 8pm, Friday: 9:30am – 6pm EST).
We accept all major credit cards (Visa, Visa Debit, MasterCard, Diners Club, Discover, and American Express), as well as PayPal, Afterpay and Klarna Pay In Four instalments.
Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.
Simply select Afterpay as your payment option at checkout – first-time customers will need to register with Afterpay and provide payment details, as usual. Returning customers simply log in to their Afterpay account when prompted to make their purchase. Please note that all items in your shopping bag must be eligible for Installments by Afterpay, and you must meet Afterpay’s eligibility requirements to qualify.
Afterpay is only offered to customers shopping on charlottetilbvry.shop who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.
All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.
We do not offer Afterpay on orders containing gift cards or makeup service bookings. If you wish to place an order for a gift and pay for other items using Afterpay, you will need to place two separate orders.
To find out more, visit Afterpay Payments FAQ for a comprehensive list of terms.
Late fees may apply. Eligibility criteria apply. See www.afterpay.com and https://cash.app/ for more details. Loans to California residents made or arranged pursuant to a California Finance Lenders Law license. © 2026 Afterpay US.
Klarna enables you to split the cost of your purchase into 4 payments every 2 weeks with no interest if you pay on time and no credit agreement. Find out more about shopping Charlotte Tilbury with Klarna Pay In four instalments here. Manage your Klarna account and learn more at Klarna.com.
We are currently offering Klarna as a payment method in selected regions and are sorry if you have experienced some issues whilst trying to place your order.
It can be subject to eligibility based on criteria set by the Klarna team and on this occasion it may be that you did not meet the criteria.
Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time.
*See payment terms. A higher initial payment may be required for some consumers. CA resident loans made or arranged pursuant to a California Financing Law license.
What is Klarna?
Klarna enables you to split the cost of your purchase into 4 payments every 2 weeks with no interest if you pay on time and no credit agreement. Find out more about shopping Charlotte Tilbury with Klarna Pay In four instalments here. Manage your Klarna account and learn more at Klarna.com.
We are currently offering Klarna as a payment method in selected regions and are sorry if you have experienced some issues whilst trying to place your order.
It can be subject to eligibility based on criteria set by the Klarna team and on this occasion it may be that you did not meet the criteria.
Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time.
For further information, we would recommend reaching out to Klarna directly.
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay later in 4 instalments work?
Pay later in 4 instalments is a form of credit which allows you to spread the cost of your purchase over 4 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Charlotte Tilbury. The next 3 payments are automatically made every 2 weeks after the initial payment. You can always monitor your payments’ schedule in the Klarna app.
Am I eligible for Pay later in 4 instalments?
To use Pay later in 4 instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 4 instalments is subject to your financial circumstances. When choosing Pay later in 4 instalments, our assessment will not affect your credit rating. There’s no interest or fee’s when you pay on time.
How can I increase my chances of being accepted for Pay later in 4 instalments?
Klarna is unique and offers Pay later in 4 instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 4 instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 4 instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 4 instalments is denied, it does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 4 instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Charlotte Tilbury run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later in 4 instalments?
Although Pay later in 4 instalments is widely promoted it is not always universally available. The Pay later in 4 instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 4 instalments will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Charlotte Tilbury. The next 3 payments are automatically made every 2 weeks after the initial payment. You can always monitor your payments’ schedule in the Klarna app.
What happens if I cancel or return my order?
As soon as Charlotte Tilbury have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 4 instalments purchase at Charlotte Tilbury from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. A Late Fee of up to $7 may be charged if any scheduled payment remains unpaid after 10 days (this will never exceed 25% of your Installment Payment amount). Your credit score will not be impacted by using Klarna’s ‘Pay later in 4 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/us.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Charlotte Tilbury. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/us and pay off early.
Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/us.
What happens to my statement, when I’ve returned the goods?
Once Charlotte Tilbury has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app. I’ve received a statement, but I’ve not yet received my goods. In the event that your goods have not been received please call Charlotte Tilbury to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive. I have cancelled my order.
How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, we aim to process your return within 14 working days, but please allow up to 21 working days for your refund to be issued.
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout. I haven’t received an email with my statement/payment information. You can log in the Klarna app or at www.klarna.com/us , where you will find all of your orders and payment schedule information. Visit Klarna app or Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.