Contact Us

How to place an order

Step by Step Computer instructions from PC/Mobile Phone/Tablet

1. Select your desired product or products
2. Click on “ADD TO CART”

3. Click on the top right part of the screen to view your Cart

4. Make sure that your cart contains all the items you wish to purchase and with the right quantities

5. Click on “GO TO CHECKOUT”

6. Enter your delivery information, if you already logged in, please double check the information you typed, or sign in.

7. Select your shipping method

8. Select your payment method

9. If you have a promotional code, please type it in the right field and click “APPLY DISCOUNT”

10. Complete your order by clicking on “PLACE ORDER”

11. If your order was successfully completed, you will shortly receive a confirmation email.

Is it possible to place an order by phone?

If you wish, we can place the order on your behalf while talking to you on the phone; should you prefer to proceed this way, we will kindly ask you to let us know which products you’d like to purchase, thet size of the product, your name, last name, email address, phone number and delivery address.

We would like to remind you that, if the order is placed by our Customer Service team, you will pay for it upon delivery.

Cash on delivery entails an extra cost of € 4,90 that the receiver will have to hand to the driver for the service offered.

Is it possible to place an order by phone and use a Credit Card?

At the moment, we only accept Cash on Delivery as a payment method for orders placed by phone, however, we are currently working on integrating this service as soon as possible.

Discounts

Why am I unable to apply a discount? 

You need to be a Registered User on the website, if you wish to use our discount. You can register on the website by clicking “SIGN IN OR CREATE AN ACCOUNT” on the top right part of the screen and selecting “CREATE AN ACCOUNT” if you have not yet registered, or by selecting “SIGN IN” if you already have an account.

In addition to this, we would like to inform you that our discount codes cannot be combined, therefore you can use only one code per each order.

I subscribed to the newsletter but I am unable to use the discount code, why?

Please note that subscription to the Newsletter and the registration to our website are managed separately, therefore you will need to register on our website in order to use discount and promotional codes.

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Payment on Delivery / Cash on Delivery

Is it possible to pay on delivery?

We accept Cash on Delivery as a payment method, which means that you can pay by cash, at the time of the delivery, when the driver comes.

This service entails an additional cost of 4,90€ which is given to the courier for providing the service. You can select this payment method at checkout inside the cart.

The cash on delivery service is active only for deliveries in Italy.

What is Cash on Delivery?

Cash on Delivery allows you to pay for your purchase once it has been delivered, by cash, right at your front door step.

Are there additional costs applied if I choose Cash on Delivery as a payment method?

The service entails an extra cost of € 4,90 which is given to the courier for providing the service.

Is it possible to pay by check? 

At the moment, we do not accept this payment method, if you choose Cash on Delivery as a payment method, you will only be able to pay by cash in this case.

Credit Cards

Which Credit Cards do you accept? 

We accept: Visa, Visa Electron, Mastercard, Maestro, PostPay, Hype payments, UnionPay, and Tim Personal.

What if I have a Credit Card that is not on the list?

You are more than welcome to pay with PayPal, by providing your credit card details.

Is it possible to place an order by phone using a Credit Card? 

At the moment, we do not allow our customers to pay by card when the order is placed by phone, you can only pay by cash in this case. However, we are working on integrating this service as soon as possible.

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Pricing

Why has the product price changed?

Our Pricing Team carries out a daily market analysis, with the help of a very sophisticated software, that allows us to update the offers on our website and to possibly sell at competitive prices.

Yesterday I saw the same item at a different price, is that possible? 

Yes, it is very possible since our Pricing Team updates prices daily on our website and sometimes even more than once a day.

Discounts

How do I get a Discount Code? 

By subscribing to our Newsletter you can get a € 5,00 discount code, that can be used whenever the order value is equal or higher than 49,00€.

Other Discount Codes will be sent via our newsletter.

We are not authorized to create personal discount codes upon request.

Can discount codes be combined?

Unfortunately, our Discount Codes cannot be combined and must be used one at a time. In addition to this, they are linked to your email address, therefore they can only be used once with the same account. Please also remember that you need to log in to your account before using the discount code.

Why am I unable to apply a discount?

In order to use our discounts you must be a Registered User, you can do so by clicking “SIGN IN OR CREATE AN ACCOUNT” on the top right part of the screen and selecting “CREATE AN ACCOUNT” if you have not yet registered, otherwise by selecting “SIGN IN” if you already have an account.

We would like to remind you that, discount codes cannot be combined, therefore you can only use one code per each order.

I have subscribed to the Newsletter but I am unable to use the discount code, why? 

Please note that subscription to the Newsletter and the registration to our website are managed separately, therefore you will need to register on our website in order to use discount and promotional codes.

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Plastic Film

Why was the plastic film on my product opened?

Please note that since Perfumes and cosmetics plastic films are very fragile, it might get opened in transit. We can assure you that all our items are absolutely original and in perfect condition when we dispatch the order. If you are not satisfied with your purchase, you are more than welcome to request the return of the item, by using the return form that you can find on the “RETURN REQUESTS” page.

Why the item I purchased does not come with the protective plastic film?

All our products come with the original packaging and the protective plastic film, if provided by the manufacturer; some items, including some of our most popular perfumes, do not come with the plastic film. This choice is made by the manufacturer.

Below are a few examples of perfumes where the plastic film is not included in the packaging: 

• Ck One
• Ck Be
• Chopard Casmir
• Davidoff Cool Water (vecchio packaging)
• Gai Mattiolo
• Luciano Soprani
• Mimmina
• Morris
• Playboy
• Sergio Tacchini

Authenticity

Are the products original?

All our items are 100% genuine and come with the original package, including the plastic film, if present in the original product’s packaging.

How can I check the authenticity of your products?

To check the authenticity of our products, as well as our professionality, we would suggest you to to have a look at the reviews we’ve received from satisfied customers who have been choosing us over the years.

Please click on the following link here to be redirected to our Reviews.

Samples

Do you add samples to the packages?

When available, we are happy to include free gifts and samples inside the packages, however we aren’t able to always do this. As a company policy, we prefer getting quantity discounts from our suppliers, rather than free samples; this allow us to offer our items at very competitive prices to our customers.

CharmeBox - NOT AVAILABLE AT THE MOMENT

What is the CharmeBox?

The CharmeBox is our prestigious black box made of an elegant SoftTouch material, personalized with our eCharme logo.

Why is it so renowned?

Although it is just a box, our CharmeBox is refined, and can be used again as a jewelry or makeup box. And just because something is functional, doesn’t mean it can’t be beautiful!

The box dimensions are 26x19,5x7 cm, it’s rigid and perfect to be given as a gift standing out for its style and class.

It can contain any of our products, with exception of a few particular ones for example Sets or the 100ml Kenzo Flower.

In any case,, should you choose a gift that is too large to fit in the CharmeBox there’s no need to worry, a red warning message will show up in your shopping cart.

 In addition to this, the system itself will not allow you to create the gift package with that specific item.

How do I get it?

You can buy as many as you’d like for just € 2,90 each as soon as you view your shopping cart just before completing your order.

No Longer Available

What do I do if the product is no longer available?

By selecting the “NOTIFY ME WHEN THIS PRODUCT IS IN STOCK” button located on the product page, the system will register your email address and notify you when the product is available once again.

In order to use this feature you’ll need to be Logged in to our website, if you haven’t registered yet, you can do it now!

When will the product be available again? 

Unfortunately, we do not know exactly when the item will be available again in our stock. Our qualified team is constantly replenishing the products to ensure greater product availability.

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Registration

How do I register? 

In order to register to our website:

•  Click on the top right part of the screen “SIGN IN OR CREATE AN ACCOUNT”

• Please select “CREATE AN ACCOUNT”

• Fill in all required fields (Name, Last Name, Email, Password and optional subscription to our Newsletter)

• A message will now pop up on the upper right part of the screen saying "WELCOME, Your name”, “MY ACCOUNT”

• Click on it to fill in some additional information to make the checkout process quicker at the moment of proceeding with the payment.

What are the advantages of registering the account?

You’ll be able to browse the list of your orders directly from your account, change and double check your personal and billing information. In addition to this, you will be able to manage your dedicated offers (Discount codes, Loyalty Points and Gift Cards).

By registering and logging in, you’ll be able to take advantage of the Discount Codes sent via our Newsletter.

Newsletter

Why should I subscribe to the Newsletter?

Because it’s free and really simple, all you need to do is provide us with your email address, decide if you wish to receive emails meant for women, men or both of them and confirm the subscription. You’ll then receive our exclusive Discount Codes only available to members and be the first to know of any seasonal promotions that haven’t yet been published, besides the offers dedicated to you.

Will I receive a discount code if I subscribe?

As soon as you confirm your subscription we will send you a welcome Discount Code of € 5,00 to be used when the order value is equal or higher than € 49,00, this code is valid for anyone who registered on our website and does not expire, hence you can use it whenever you want.

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Courier Service

Which are your delivery partners?

All our shipments are entrusted to the Express Courier that best performs in your location.
For deliveries in Italy the couriers we rely on are: GLS, Nexive, BRT and TNT.
For deliveries in Europe the couriers we rely on are: GLS and BRT.

Processing Time

Processing time of the orders?

All the orders received by 2.00 PM, from Monday to Friday, get packed and given to the courier company by 4.00 PM of the same day. Orders received after 2.00 PM, on Saturdays or Sundays get respectively prepared either the following morning or on Mondays.

Delivery

1. Delivery order timing and cost?
   ITALY:

   SHIPPING SERVICE	ORDER AMOUNT LOWER THAN 49€	ORDER AMOUNT HIGHER THAN 49,01€
   EXPRESS: 1-3 business Days	4,90€	Free
   EXPRESS BY APPOINTMENT: The courier informs the customer of the approximate delivery time.	7,90€	3,00€
   EXPRESS 24H: Delivery within the next working day. Check your location	10,90€	6,00€

    

   Orders can be delivered throughout the whole Italian territory, Islands included.
   The delivery time may vary in case the address is located in an island or a remote area.
   San Marino - the only shipping method available at the moment for this area is Express 1-3 working days

   The delivery times shown may vary in the event of exceptional events such as demonstrations/strikes/climate conditions, etc.

   * During the summer and on public holidays, deliveries may be delayed, which means that the delivery may take from 2 to 5 business days.

   
   EUROPE:

   COUNTRY	SHIPPING COST	DELIVERY TIME
   AUSTRIA	9,80€	48H
   BELGIUM	9,80€	48H
   GERMANY	9,80€	48H
   NETHERLANDS	9,80€	48H
   DENMARK	12,20€	48H
   CROATIA	14,60€	72H
   POLAND	14,60€	72H
   CZECH REPUBLIC	14,60€	72H
   SPAIN	14,60€	72H
   HUNGARY	14,60€	72H
   SWEDEN	14,60€	72H
   SLOVENIA	19,50€	72H
   BULGARIA	19,50€	72H
   PORTUGAL	19,50€	72H
   SLOVAKIA	19,50€	72H

    

   In case the delivery address you chose is located in a remote area or island, we would suggest you contacting our customer service to double check if that particular area can be reached by our courier.

   The delivery times indicated may vary in the event of exceptional events such as demonstrations/strikes/climate conditions, etc.

   * During the summer and on public holidays, deliveries may be delayed, which means that the delivery may take from 2 to 5 business days.

Important Information

Recommendations for a safe and fast delivery?

At the time of placing the order, please make sure that all the information that you type in is correct; this will help the driver to deliver the package without delays.

To speed up the delivery, we recommend you:

• Entering a delivery address where the recipient can be present or a plce where another chosen person is able to receive your package (please include his/her name in the notes)
• Please also make sure that the name written on the doorbell is the same one reported on your order
• Please include your mobile phone number and make sure it is correct
• Provide with useful notes such as " Near another place/Doorbell/Additional information

If for some reasons, despite all the information provided, the parcel should be kept on hold at the local parcel shop, our customer service will contact you to reschedule the delivery.

Save the eCharme number +39 059 818358 to make sure you don't miss our call.

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