Trust Score 92/100 · 6 sources · 79,651 reviews · updated 16 Oct 2026
Charlotte Tilbury reviews
In short
Is Charlotte Tilbury legit?
Charlotte Tilbury scores 4.5 out of 5 on Trustpilot from 21,733 reviews, with about 84% five-star and about 10% one-star. The app is rated 4.9 on the App Store (49,857 reviews) and 4.89 on Google Play (7,583 reviews). Sitejabber shows 2.68 from only 20 mostly older reviews, and BBB has no grade and no complaints in 3 years.
Trust Score 92/100 from 79,651 public reviews across 6 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 79,651
As of 16 Oct 2026 · How we score
AI summary
Charlotte Tilbury scores 4.5 out of 5 on Trustpilot from 21,733 reviews, with about 84% five-star and about 10% one-star. The app is rated 4.9 on the App Store (49,857 reviews) and 4.89 on Google Play (7,583 reviews). Sitejabber shows 2.68 from only 20 mostly older reviews, and BBB has no grade and no complaints in 3 years.
- Customers report the products are high quality and well loved. Magic Cream, Pillow Talk lip products and the foundation range are named often as favourites. Some say the quality justifies the price. Trustpilot
- Customers report fast fixes from customer care when a parcel is lost, damaged or missing items. Many recent Trustpilot reviews describe a replacement or refund within minutes or 24 hours, often with express shipping. Trustpilot
- Customers praise the Covent Garden flagship store. Reviewers describe friendly, patient makeup artists, masterclasses and a beautiful shop. The listing holds 4.7 from 458 reviews, with about 91% five-star. Google
- App users who are happy mention easy browsing, promotions and discounts, and a shade match tool that worked well for them. Google Play has about 93% five-star ratings. App Store
- Customers report parcels lost in transit or marked delivered but never received. The courier Evri is named repeatedly. Some customers say they waited weeks, or that a reorder was also lost. Trustpilot
- Customers report that support can be slow or silent when a problem is first raised. Some say they were told to use a contact form and then heard nothing, or that they could not reach a human on chat. Older Sitejabber reviews describe unanswered emails and refused compensation. Trustpilot
- Customers report app and checkout problems. These include login failures, account creation errors, promo codes that cannot be applied, payment failures, freezing, and pages that will not scroll when booking consultations. Google Play
- Customers report slow or missing refunds and return fee surprises. One French customer says return was advertised as free but cost 16 euros. Trustpilot
- Customers report some product faults and stock gaps. These include a blush stick that falls out of its case, a nectar oil that stops dispensing, a leaking concealer, and brow products often out of stock. Many also call the brand expensive. Trustpilot
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 4.5 / 5 | 21,733 | 16 Oct 2026 |
| App Store | 4.9 / 5 | 49,857 | 16 Oct 2026 |
| Google Play | 4.9 / 5 | 7,583 | 16 Oct 2026 |
| 4.7 / 5 | 458 | 16 Oct 2026 | |
| Sitejabber | 2.7 / 5 | 20 | 16 Oct 2026 |
| BBB | No star rating | 0 | 16 Oct 2026 |
Delivery, returns
and support
How is Charlotte Tilbury delivery?
Delivery is the most common complaint. Customers report lost, delayed or misdelivered parcels, and Evri is named in several reviews. Some orders took over three weeks, and one customer says a £153 order never arrived. Others report quick delivery, including one order that arrived in two days. When a parcel is lost, many customers say a replacement was sent quickly once customer care took over.
How do Charlotte Tilbury returns work?
Reports on returns and refunds are mixed and mostly negative. Customers cite refunds that take up to 14 days, a cancelled order still unrefunded after weeks, and a paid return fee in France of 16 euros. One older Sitejabber review says a return was not refunded after 30 working days. One Trustpilot customer says a return went quiet for 2.5 weeks and was fixed the day after contacting support.
How is Charlotte Tilbury customer support?
Trustpilot support feedback is polarised. Many five-star reviews thank named agents for resolving lost, damaged or missing items within a day. A steady group of one-star reviews say they got no reply after sending the contact form, or were stuck in chatbot loops. Sitejabber and Google Play reviews also describe unhelpful or absent support, though the Sitejabber sample is only 20 reviews and mostly from 2021 to 2024.
How is Charlotte Tilbury quality?
Product quality is mostly praised, especially skincare and lip products. Complaints are mainly about specific items. Customers report a blush stick falling out of its casing, a nectar oil that stopped dispensing, a leaking concealer, a dry foundation, small product sizes and a part-empty cream jar. One older Sitejabber review describes a severe allergic reaction. These are individual reports, not a pattern across most reviews.
What customers say
about Charlotte Tilbury
I reported it and in less than 24 hours I had been sent a replacement.
I spent £153 and it never arrived. Contacted customer service who “assured me” that £5 was a suitable compensation for poor service.
The makeup is expensive but the quality makes up for it but the places it ships to is very limited they should ship world wide
I had a replacement sent for one because it stopped dispensing product. This has also happened with the other 2 originally purchased
the store is absolutely beautiful and we were greeted as soon as we walked in
I returned an item on 9th May (I have InPost confirmation) and chased the refund several times.
Questions about
Charlotte Tilbury
Is Charlotte Tilbury legit?
Yes, the evidence points to a genuine brand. Trustpilot shows 4.5 from 21,733 reviews, and the App Store shows 4.9 from 49,857 reviews. BBB lists no complaints in 3 years, although it has no grade. Sitejabber shows 2.68, but that is from only 20 mostly older reviews.
How long does Charlotte Tilbury delivery take?
Experiences vary. One customer reports delivery in two days and another calls it quick. Others report parcels lost with Evri for weeks, including an order stuck for over three weeks. The reviews give no official delivery time.
Can I return Charlotte Tilbury makeup?
Returns are accepted, but customers report slow refunds. One says a refund takes up to 14 days after receipt, and one older review says 30 working days passed with no refund. A French customer says a return advertised as free cost 16 euros. One older review says a 30 day return window was applied strictly.
Does Charlotte Tilbury reply to bad reviews?
On Trustpilot, yes. The reply rate is 99.5%, but replies to negative reviews are templated and ask customers to use the contact form. On Google Play the reply rate is 4.8%. On Sitejabber it is 0%.
Is Charlotte Tilbury worth the price?
Many customers say the products are worth it and report long wear and good results. Others call the brand expensive. One App Store reviewer says it is expensive but the quality makes up for it, while Google Play reviewers say it is too expensive for them.
Ask the agent
about Charlotte Tilbury
Try one of these:
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Brand replied to 100% of reviews
As of 16 Oct 2026
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Brand replied to 5% of reviews
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Brand replied to 100% of reviews
Google Maps listing: Charlotte Tilbury - Covent Garden
Rating data from Google · As of 16 Oct 2026
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