CTPA Publishes Customer Charter: 'Protecting Us All at the Beauty Counter'

The new BRC-backed CTPA Customer Charter aims to help instill confidence and in customers and staff that they will be safe in returning to the beauty counter.
The new BRC-backed CTPA Customer Charter aims to help instill confidence and in customers and staff that they will be safe in returning to the beauty counter.

The Cosmetic, Toiletry and Perfumery Association (CTPA) has published a charter, supported by the British Retail Consortium (BRC), to help customers get back to browsing beauty counters safely as department and retail stores in the United Kingdom reopen.

CTPA, the trade association representing the U.K. cosmetics industry, has worked with manufacturers, distributors, retailers and the industry’s scientific experts, with support from the British Retail Consortium, to tailor government guidance and develop the new charter–Protecting Us All at the Beauty Counter–to ensure that customers feel confident that every precaution is being taken to keep them and staff safe when choosing products in store during the COVID-19 health crisis.

The charter covers a range of important factors for customers to be aware of at the present time; such as the availability of testers for self-use, enhanced hygiene measures, including regular and thorough disinfection of surfaces, restricted access to open products, contactless payment methods and the suspension of staff performing demonstrations and makeovers on customers.

Alongside the charter, CTPA is also launching new guidance for the cosmetics industry ahead of retail stores reopening, “COVID-19 Guidance on In-Store Testers and Cosmetic Counters, Beauty–Safe in Store.”

Aimed at both retailers and companies, the guidance, based on government advice and with industry input, addresses the future use of testers and how companies can prepare for customers coming back to stores, particularly stores with beauty counter staff who frequently serve customers face-to-face.

The charter and guidance will be reviewed regularly and will evolve as the situation demands, based on the latest science and advice from the United Kingdom and devolved governments.

“The reopening of retail stores and beauty counters after months of closure is an exciting and encouraging step for customers and the cosmetics and personal care industry,” Emma Meredith, Ph.D., director-general of the CTPA, said. “As an industry, we take our responsibility for staff and customer safety seriously. The new BRC-backed CTPA Customer Charter has been created to help boost customer and returning staff confidence that every precaution, based on sound scientific evidence, is being taken and applied, to ensure their safety in store as we continue to navigate these unparalleled times.”

“We fully support CTPA’s new Customer Charter,” Helen Dickinson OBE, chief executive of the British Retail Consortium, said. “This is another example of how the cosmetics industry has continued to transform in response to the pandemic and changing consumer shopping habits. Retailers across all sectors have faced unique challenges since the outbreak of COVID-19 in the [United Kingdom] and consumers are more cautious about health and safety and spending than ever. We hope that the public feel reassured when buying their favorite beauty and cosmetic products in-store thanks to this important update.”

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