At Charlottetilburystore, we are committed to delivering an exceptional customer experience that matches the luxury of the premium makeup, skincare, and fragrance products we offer. This Customer Service Policy outlines our core commitments to you, ensuring transparency, fairness, and dedicated support throughout your entire shopping journey.
1. Authenticity Guarantee
We stand firmly behind the authenticity of every product sold on our website. All luxury beauty items—including makeup, skincare, and fragrance—are sourced exclusively from authorized distributors and official brand partners. We understand that authenticity is non-negotiable when you invest in luxury beauty, so we conduct rigorous checks to ensure every product meets the highest standards of excellence. Should you have any concerns about the authenticity of your purchase, please contact us at
[email protected] with your order details (order number, product name, and purchase date). Our team will conduct a thorough verification and provide a satisfactory resolution promptly.
2. Product Guidance & Information
Our team of beauty experts is here to help you make informed decisions. Whether you need assistance with shade matching for makeup, understanding skincare ingredients suitable for your skin type, or selecting a fragrance that aligns with your preferences, we’re ready to support you. Reach out to us via the contact email, and we aim to respond to all product-related inquiries within 24 business hours (excluding weekends and public holidays). We also provide detailed product descriptions, ingredient lists, and usage tips on our website to assist your shopping process.
3. Order Processing & Shipping
We process orders within 1-2 business days of successful payment (excluding weekends and public holidays). Once your order is shipped, you will receive a confirmation email containing a tracking number, allowing you to monitor the delivery status in real time. We partner with reliable logistics providers to offer secure and efficient shipping services worldwide, with estimated delivery times clearly displayed during checkout. In the event of unforeseen shipping delays (e.g., logistics disruptions, customs issues), we will notify you via email immediately and provide regular updates until your order arrives.
4. Returns & Exchanges
We want you to be fully satisfied with your purchase. You may request a return or exchange within 30 days of receiving your order, provided the product is unused, unopened, and in its original packaging (with all seals, tags, and accessories intact). Please note that customized or personalized products are non-returnable unless they are defective. To initiate a return or exchange, send an email to
[email protected] with your order number and a brief explanation of your request. After our team confirms your eligibility, we will provide a return shipping label (for eligible returns). Once we receive and inspect the returned item, we will process your refund (to the original payment method) or send out the exchanged item within 5-7 business days.
5. Defective & Damaged Products
If you receive a defective, damaged, or incorrect product, please contact us within 7 days of delivery. Provide your order number, clear photos of the product (including the packaging), and a detailed description of the issue. We will arrange for a free return and offer you a choice between a full refund, a replacement product, or store credit—with no additional cost to you. Our goal is to resolve such issues as quickly as possible to minimize any inconvenience.
6. Privacy & Data Security
We take your privacy and data security seriously. All personal information (e.g., name, contact details, payment information) you provide to us is encrypted and stored securely in compliance with global data protection regulations. We will never share your personal information with third parties without your explicit consent, except as required by law or to fulfill your order (e.g., sharing delivery details with our shipping partners). For more details, please refer to our Privacy Policy.
7. Feedback & Complaint Resolution
Your feedback is invaluable to us as it helps us improve our products and services. If you have any complaints, suggestions, or comments, please email us at
[email protected]. Our customer service manager will review your feedback and respond within 48 business hours, working closely with you to find a satisfactory solution.
We reserve the right to update this Customer Service Policy from time to time to adapt to industry changes or enhance our service standards. Any updates will be posted on this page, and the revised policy will take effect immediately upon posting. We encourage you to review this policy periodically for the latest information.
Thank you for choosing Charlottetilburystore. We are dedicated to providing you with the best possible shopping experience and luxury beauty solutions.
Best regards, The Charlottetilburystore Team
