Frequent questions

Delivery order timing and cost?
ITALY:

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:

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.

Is it possible to request Priority service? (Only for Italy)
Of course, Priority service has an expected delivery time of one business day from the scheduled delivery in approximately 3.000 locations in Italy, or rather, 70[%] of the Italian production and residential territories, without limitations on weight, volume and number of items. Shipments to Calabria, Sicily and Sardinia are delivered two days after the package has successfully been handed to the courier and the cost is 12,60€.

Is it possible to make an appointment with the Courier for the package delivery? (Only for Italy)
Yes. In the purchasing phase, you may choose the option for “Standard Shipment by appointment: 4,90€ shipping + 4,50€ by appointment = 9,40 €". This method of shipping entails that the courier will contact you when he/she receives your order, so that you may arrange a best time for delivery.

Is it possible to list a shipping address that is different from the billing address?
During the purchasing phase, prior to confirming Payment and Shipping, it’s possible to indicate a different shipping address from the billing one by selecting “New shipping address” and filling in the necessary fields.

Which courier do you use to send your shipments?
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.

Is it possible to pick up the package in storage at the Courier’s warehouse?
Normally it is not possible to pick up packages in person. Certain exceptions may apply based on circumstance or specific needs. To find out more you may contact our Customer Service team at +39 059 818358 or email info@echarme.it to communicate your needs and provide the required details to the courier’s warehouse.

Is it possible to collect the package from Your warehouse?
No. ECharme sales occur exclusively online with delivery via express courier. We also do not have a physical store where we can receive customers.

Is it possible to verify the status of my delivery?
Once the courier picks up the packages from our warehouse, every delivery is assigned a tracking number that is also available on the email the customer receives related to that order, along with instructions on how to check the delivery status on the Bartolini website.

Do you make deliveries abroad?
Yes, below are the times and costs for each country we operate:

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.

What should I check for when the courier delivers the package?
Upon receipt of the package, it’s necessary to check that the packaging from the courier is intact and not cut or tampered with. In case of suspected tampering, or non-integrity of the package, you should refuse the shipment and immediately inform us of what happened. Based on the situation, this will allow for us to proceed with the necessary checks for replacement or reimbursement.

Is it possible to be contacted by the Courier prior to the delivery?
Unfortunately not, telephone contact is not a service that is offered by our delivery service Bartolini. You will however receive an email and/or sms indicating the date and expected delivery time.

It will be possible to change the day and time of receipt of the package by contacting our Customer Service team, within the limits of delivery times provided in the geographical area in question.

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 place 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

Which payment methods do you accept?
We accept most major credit cards, prepaid and reloadables, issued by bank institutions currently in Italy: MAESTRO, VISA, VISA ELECTRON, MASTERCARD, POSTEPAY, HYPE payments, UNIONPAY, TIM PERSONAL, AMERICAN EXPRESS (usable through paypal), and AURA. By selecting the Credit Card payment method, you’ll be redirected to Gestpay’s Payment page where you’ll be able to select Hype, Tim Personal and UnionPay as payment methods.
It’s also possible to make the payment via PayPal or Cash on Delivery. The cash on delivery service is active only for deliveries in Italy.

Do you accept payment by bank transfer?
No, the bank transfer method of payment is not active on our website.

Is it possible to pay in cash?
Yes, it is possible to pay in cash upon delivery by selecting “Cash on Delivery” as a payment method. This payment method has an additional cost of 4,90€ which will be collected by the courier for the service provided.

Are there additional costs associated with Cash on Delivery?
Yes, Cash on delivery accounts for an increase in 4,90€ which will be collected by the courier for the service provided.

What is Cash on Delivery?
It is payment on Delivery.

Is it possible to pay by check?
No, the courier only takes cash.

Is it possible to pay with PostePay?
It’s possible to pay using the PostePay card as a normal Credit Card. By selecting “Credit Card” as method of payment, you will be redirected to the Gestpay payment page, where you can follow the indicated procedure to successfully complete your order.

How does payment by Credit Card work?
You can select this Method of Payment within your shopping cart by clicking on the appropriate bullet beside Credit Card.
Click on the button. Proceed with your purchase, and after choosing whether or not to continue with the order as a logged in member, and checking the “I have read the Conditions of Sale” box, it will be sufficient to click Confirm and Pay Now.

You will be redirected to a new page, or rather the Gestpay Payment portal where you will be able to select your preferred method of payment and enter your credit card details:
First Name and Last Name of the card holder (optional)
Card number
Expiration Date
Security Code (CVV2 or 4DBC)
Email (optional)
Eventually you’ll have to click on proceed, and once the order has been placed successfully, you will be redirected to the Thank You page confirming your order.

Why was my Credit Card payment unsuccessful?
If payment by Credit Card was unsuccessful, it may have occurred for the following reasons:

the data you entered may have been incorrect, we recommend you verify and check all the numbers and letters entered
the card you are using for the purchase may not be authorized for online transactions, therefore you may have to contact the bank who issued your card
you may have finished your credit or reached the spending limit on the card for that current month
there may have been a network interruption at the moment of your purchase, in which case all you have to do is repeat the purchase steps.
Within the bank payment page, there’s a method of payment listed as Hype, what is it?
Hype is a new way to manage your money, in fact, through an electronic money account card and connected app, you can make your purchases online with just a few simple steps. This service is part of the Mastercard circuit, to activate and/or receive more information we suggest you contact the issuer of this service, Banca Sella.

Within the bank payment page, there’s a method of payment listed as Tim Personal, what is it?
Tim Personal is a wallet by TIM and its function is the same as a transaction that takes place with a credit card. This TIM service allows you only to use your PIN once during the activation phase, which will allow you to access all the services you want with simplicity and security. To activate and/or receive more information we sugest you contact TIM Customer Service directly, as the issuer of this service.

Within the bank payment page, there’s a method of payment listed as Union Pay, what is it?
UnionPay is the most popular method of payment in Asia: it is activated where there are transactions in non-European countries, the payment is made by credit card and is the only authorized method in the People’s Republic of China.

Are all products authentic?
All of our products are authentic and sealed in their original packages, exactly as they were supplied by the manufacturer and just as you would find in your trusted perfumery. We use the same suppliers your hometown perfumery would use.

We would like to point out that we do not sell testers or imitation products without the case because we take pride in the image of our website, and this would jeopardize our activity. We’d also like to take this moment to mention that it is illegal to buy and sell samples or testers.

How can I check the authenticity of your products?
To check the authenticity of our products, as well as our professionalism, we invite you to consult the reviews we’ve received from satisfied customers that have and continue to choose us over the years. Click here to be redirected to our Reviews.

How do I find a product I am interested in?
You can search for the product through the search bar at the top center of the screen, where you can enter the name of the product or brand. You can also search by category (Perfumes, Face and Body, Hair, Makeup, Sun) and narrow down your search with the filters on the left hand side by type, brand, format, and price. You can also search through Brands by choosing the Brands menu item while continuing to refine your search using the side filters.

I would like more information on a Product, what can I do?
On each product page, under the picture of the product itself, you will find a link that says “Request More Info”. Clicking on it will open a pop-up with a title of reference and a space where you can enter your Name, email and message that you wish to send us to receive more information.

Our Client Services team will reply via email as soon as possible and within 24 hours.

If a product is no longer available, how should I proceed?
When a product is not available, you’ll find a red pictogram stating Terminated Product. Below the pictogram you will find a “Notify me when available” checkbox. Only registered customers can tick this box. One advantage of being a registered user is after ticking the box, you will receive an email as soon as the product is available again, so you can immediately proceed with the purchase.

When will the product be available again?
Unfortunately we don’t have a set timing on each product’s return to our warehouse. But our qualified Team is constantly conducting reallocation to guarantee greater product availability.

Why was the film wrapping on my product opened?
Because perfume and cosmetic films are very delicate, it’s possible your wrapping may have opened while the product was being delivered. We guarantee that all products we send you are absolutely new and original in form at the moment of shipping. If you are not satisfied with your order you may return it for a refund by contacting our Customer Support team at: info@echarme.it

Why does my product not have film wrapping?
All products are sent within their original packaging, including film wrapping if that is part of the product packaging; there are a few products, including some of our most popular perfumes, where cellophane is not a part of the original wrapping. This is based on the design studied and curated by the manufacturer.

Below are a few examples of perfumes where film wrapping 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

How can your products be so discounted?

Our products are highly discounted since we purchase them from our suppliers in large quantities, this allows us to request more favorable prices and offer more competitive deals to our customers.

The nature of our company has shaped our strategy in a different way than that of a physical store, for example we aim to sell 10 products at a lower margin rather than selling 2 at a higher margin.

Additionally, unlike perfumeries with a physical store, we don’t have a huge rent to pay every month.

Why has the price of the product I viewed yesterday changed today?
We have an automatic system that updates prices daily, so you’ll see price changes every day compared to the day before. In order to remain competitive on most of the products we sell, and to guarantee our customers the best offers, we’ve chosen to update prices whenever the market changes. Despite our efforts to keep our price analysis fair, sometimes this may mean there is an increase rather than a decrease.

I have some allergies, how can I choose the right product?
Each product sheet has a link labeled View Product Details: clicking on this link will redirect you to the INGREDIENTS and ALLERGENS section. In the case of a missing section, we advise you to Contact Us and we will be happy to send you the list of ingredients listed on the product packaging.

On each product page, under the picture of the product itself, you will find a link that says “Request More Info”. Clicking on it will open a pop-up with a title of reference and a space where you can enter your Name, email and message that you wish to send us to receive more information.

Our Client Services team will reply via email as soon as possible and within 24 hours.

Are the reviews I see on the product page real?
Yes, these are actual customer reviews who have purchased, received and used the product you are viewing.

How do I make a purchase?
Look for the products you wish to buy. After you’ve identified them, click on “add to cart” and once you’ve added them all, go to your “Cart”. Here you will also be able to enter any Discount Codes you may have.

Select type of delivery and method of payment, and then click “Proceed with Purchase”. You will be redirected onto a page where you’ll be able to continue with the purchase accessing via email/through Facebook, by registering, or even without registering.

It is fundamental that the address data is accurate for the delivery of the package, and for this reason we highly recommend indicating as many details as possible in order avoid errors or difficulty in delivery.

After this, complete your order by clicking on Submit or Confirm.

I’ve placed an order, can I modify the delivery address?
If your order has already been confirmed, you can modify the delivery address by contacting our Customer Service team who will be responsible for this update. Should your package already have been sent, contact our Customer Service team so that we may communicate the change of delivery address to Bartolini.

We suggest in any case to contact us as soon as possible via mail, or call center at +39 059 818358, so that we may resolve the problem as soon as possible before the preparation of your order.

I’ve placed an order, can I modify the purchased items?
If your order is Cash on Delivery and it has not yet been sent, contact our Customer Service team as soon as possible via email or call center at+39 059 818358 so that we may block the preparation and modify the order in time.

If your order has already been successfully paid for with Credit Card or PayPal, it will not be possible to modify the concluded order but we can initiate the cancellation and reimbursement processes; alternatively, still by contacting our Customer Service team, we may be able to find a different solution to reimbursement, like a Discount Code equivalent to the amount spent to use towards a new order.

How do I find a product I am interested in?
You can search for the product through the search bar at the top center of the screen, where you can enter the name of the product or brand. You can also search by category (Perfumes, Face and Body, Hair, Makeup, Sun) and narrow down your search with the filters on the left hand side by type, brand, format, and price. You can also search through Brands by choosing the Brands menu item while continuing to refine your search using the side filters.

Can I fill my cart even if I am not registered?
Of course, you can fill your cart with the products you want and proceed with the purchase by registering during the purchase process or simply proceed with your purchase without registration.

Is it possible to make telephone purchases?
The best process to follow when making a purchase is doing so online. By calling our Customer Service team at+39 059 818358 you can receive support during all phases of online purchasing. If you wish to place a Cash on Delivery order, Customer Service can load your order by collecting all the data necessary for shipping.

Is it possible to make a telephone purchase with a Credit Card?
At the moment we are not equipped to accept telephone orders with payments other than Cash on Delivery, but we are working to integrate this service as soon as possible.

Is it possible to check the status of my order?
You can check the status of your order at any time by accessing your “My eCharme” account and clicking on “My Orders”.

What does it mean if my order status is “Unpaid”?

If your order status is “Unpaid”, it means that the purchase was unsuccessful, probably due to network problems. It will be necessary to repeat the process from the beginning in order to buy the products.

When an order is listed as “Unpaid” in our system, for security reasons towards our customers, we automatically cancel it and no amount is charged.

As company policy we do not to eliminate any actions by our customers, including orders that have not been successfully completed, this allows us to better support you when we see them in the order history.

What does it mean if my order status says “Processing”?
If your order status says “Processing”, it means that it has been picked up and is being prepared. It also means that sometime in the day it will be delivered to the courier, and shortly after you will receive an email from Bartolini with the tracking number.

How do I cancel an order?
If you decide to cancel an order that has already completed successfully, contact our Customer Service team as soon as possible with this information and we will cancel the order.

How long before the order arrives?
If the order is completed on the site by 2.00PM (Monday through Friday, except holidays), the package will be delivered to BRT Corriere Espresso on that same afternoon, and in most cases, will arrive at your doorstep within one business day or no later than 72 hours.
Once the courier takes charge of your package, delivery takes 1 to 3 business days throughout Italy.
* For orders whose payment is made by Credit Cart, in order to better protect you from fraudulent transactions, you may be required to provide additional data (e.g. a copy of your identity card) before the products are shipped. As soon as the results of these checks are concluded successfully, we will send your package.

What should I do if my package is stolen? What steps can I take?
All our shipments are insured. In the case of theft or damage to the goods you will be reimbursed with the total or given a replacement product. We would like to underline that whole parcels cannot be opened in front of the owner or signed with reservation; this can only happen if signs of tampering or other justified suspicions are present.

If the courier refuses to let you sign with reservation, we advise you not to dispatch the parcel and contact us as soon as possible, so that we may intervene and resolve the situation.

If the package arrives empty, immediately take photos of the outer box to show signs of tampering, then call and send us the photos before you proceed to let the courier’s office know. The courier has a response time of one week. Following these steps, we will resend the purchased items or if you prefer, a refund.

If a product is no longer available, how do I proceed?
When a product is not available, you’ll find a red pictogram stating Terminated Product. Below the pictogram you will find a “Notify me when available” checkbox. Only registered customers can tick this box. One advantage of being a registered user is after ticking the box, you will receive an email as soon as the product is available again, so you can immediately proceed with the purchase.

Why is my order pending?
An order may appear as pending when the transaction is being verified by the bank to confirm its validity, for example if the order is for a high amount.

This process is in place to protect our customers and services from fraudulent transactions, and to curb any improper use of cards. Unfortunately, in these cases we cannot ship the product until the bank has provided feedback on it.

In these cases, to speed up the bank’s control procedures, we ask our customers to email us a copy of a document of the cardholder to facilitate direct communication with the bank. Generally, once the document is received, the merchandise is released the same day.

Are the Reviews real?
All the reviews you read are true, each one written by a customer like you.

We believe the opinion of our customers to be fundamental, in both getting to know our strengths, but more importantly, discovering what services need to be focused on in order to satisfy and exceed the expectations of our customers.

All opinions released are a trusted source for our potential customers who, when reading these real-life shopping experiences on our site, can feel confident in using eCharme as their one stop beauty shop.

To address this further, we’ve started a collaboration with Feedaty which allows us to collect reviews at the end of each purchase. Our customers receive an email with a review request on both the service (therefore expressing their opinion on the seller), as well as the products themselves.

How do I register?
You can register by clicking Log In/Register on our website header (upper right-hand). Here you will be able to select whether you prefer accessing through Facebook or Registering by clicking on Register Now.

Registering on our website is very quick, we only need your Name, Last Name, Email and your chosen password.

Remember to tick the I am not a Robot flag and agree to our treatment of personal data prior to completing your registration under the Register Now icon.

I lost my password, what do I do?
No problem! At any moment you can request a new password using the following link: https://www.echarme.com/customer/account/forgotpassword/
The new password will arrive to you via email. As soon as you log back into your account you will be able to modify the password you received with a new one of your choice.

How do I register?
You can register by clicking Log In/Register on our website header (upper right-hand). Here you will be able to select whether you prefer accessing through Facebook or Registering by clicking on Register Now.

Registering on our website is very quick, we only need your Name, Last Name, Email and your chosen password.

Remember to tick the I am not a Robot flag and agree to our treatment of personal data prior to completing your registration under the Register Now icon.

I lost my password, what do I do?
No problem! At any moment you can request a new password using the following link: https://www.echarme.it/it/register.html?tipo=perso&urlref=https://www.echarme.it/it/register.html?tipocliente=-12&urlref=https://www.echarme.it/it/
The new password will arrive to you via email. As soon as you log back into your account you will be able to modify the password you received with a new one of your choice.

What does "I am not a Robot" mean?
It’s a service that allows the system to physically identify you as a person and not a Robot at the moment of registration; this instrument reduces the risk of any malicious access.

It’s mandatory to conduct the “I AM NOT A ROBOT” verification by ticking the box next to the writing in question. If a green check mark appears in the box, that means the action was successful, if instead a new screen opens up, you will be prompted to select the appropriate images as requested by the instructions.

Is it possible to make a purchase without being registered to your site?
Yes, once you’ve entered the shopping cart and clicked on “Proceed with Purchase”, it will be possible to select “Continue without registering” ;. By selecting this option, the information you send us for delivery will not be stored in our database.

What are the advantages to registering?
You will be able to visualize a list of your orders directly from the site, where you will have a private area containing all your personal data, including billing and available discount codes.

You can use the “Notify me when available” feature if the product you want is unavailable. In your profile area look for the “Product Info” section where you can view the items you’ve made this request for.

You can also create your wish list! This way the products you like will be added to the My Wishes list and you can access them faster.

In addition, take advantage of our Discount Codes sent through our Newsletter or published on our Facebook page. Registration is a solid foundation for building a trusted collaboration with our customers.

Is it possible to modify registration details?
Yes, by accessing the “My eCharme” area, you can edit previously entered data.

How and where can I contact eCharme’s Customer Service team?
You can contact us using the chat feature (available on all site pages) or by sending us an email at info@echarme.it. You can also call us at +39 059 818358 during business hours, Monday through Friday between 10.30AM-12.30PM and 2.00PM-4.00PM.

For more information, you can visit our frequently asked questions by clicking on “Contacts” on the site footer. If you haven’t found the information you need, you can click on “My issue hasn’t been resolved” and a form will open asking for your Name, Last Name, Email, Phone Number and Message, here you can enter all your requests and concerns. Our Customer Service team will reply via email as soon as possible.

Complaints and Cancellations.
For any complaint or problem you can contact our Customer Service teamvia: our chat (available on all site pages), by sending us an email at info@echarme.it, or by calling +39 059 818358 during business hours, Monday through Friday between 10.30AM-12.30PM and 2.00PM-4.00PM.

It’s a service that allows the system to physically identify you as a person and not a Robot at the moment of registration; this instrument reduces the risk of any malicious access.

It’s mandatory to conduct the “I AM NOT A ROBOT” verification by ticking the box next to the writing in question. If a green check mark appears in the box, that means the action was successful, if instead a new screen opens up, you will be prompted to select the appropriate images as requested by the instructions.

Is it possible to make a purchase without being registered to your site?
Yes, once you’ve entered the shopping cart and clicked on “Proceed with Purchase”, it will be possible to select “Continue without registering” ;. By selecting this option, the information you send us for delivery will not be stored in our database.

What are the advantages to registering?
You will be able to visualize a list of your orders directly from the site, where you will have a private area containing all your personal data, including billing and available discount codes.

You can use the “Notify me when available” feature if the product you want is unavailable. In your profile area look for the “Product Info” section where you can view the items you’ve made this request for.

You can also create your wish list! This way the products you like will be added to the My Wishes list and you can access them faster.

In addition, take advantage of our Discount Codes sent through our Newsletter or published on our Facebook page. Registration is a solid foundation for building a trusted collaboration with our customers.

Is it possible to modify registration details?
Yes, by accessing the “My eCharme” area, you can edit previously entered data.

How and where can I contact eCharme’s Customer Service team?
You can contact us using the chat feature (available on all site pages) or by sending us an email at info@echarme.it. You can also call us at +39 059 818358 during business hours, Monday through Friday between 10.30AM-12.30PM and 2.00PM-4.00PM.

For more information, you can visit our frequently asked questions by clicking on “Contacts” on the site footer. If you haven’t found the information you need, you can click on “My issue hasn’t been resolved” and a form will open asking for your Name, Last Name, Email, Phone Number and Message, here you can enter all your requests and concerns. Our Customer Service team will reply via email as soon as possible.

Complaints and Cancellations.
For any complaint or problem you can contact our Customer Service teamvia: our chat (available on all site pages), by sending us an email at info@echarme.it, or by calling +39 059 818358 during business hours, Monday through Friday between 10.30AM-12.30PM and 2.00PM-4.00PM.

When and how can I make a return?
Our return process is very simple: you have 14 business days from the day you received your shipment to make a return request.

Send an email to info@echarme.it, briefly describe what happened and the reason you’d like to give back the merchandise. For internal purposes we ask you the courtesy of sending us a picture of the product received and, in the case of a damaged box, a picture of the package just as you received it.

We will reply to you within one business day, sending you the formal return authorization, which must be printed and attached to the package. The product can only be returned through the Bartolini courier service; in the form authorization you will be notified of the BRT branch nearest to your address, in order to help facilitate the process.

If you no longer want the product you ordered, it must stay packaged in cellophane and returned in its original packaging, perfectly intact in all its parts. We would like to emphasize that for hygiene purposes, we do not allow a used product to be returned without obvious defects.

Shipping costs will be fully covered by eCharme. If the reimbursement option is chosen, this will be paid by the fourteenth day from when the shipment was physically entrusted to the courier. Without the authorization form mentioned above, all returns are considered void and returned to sender.

What should I do if I was given the wrong item?
First of all, we would like to apologize in advance for the mistake made.

Should this be the case, just contact us as soon as you receive the package: for internal purposes we ask that you send us a picture of the product you received, and within one business day, we will send you the formal authorization to file your return, which must be printed and attached to the package.

The product can only be returned via a Bartolini courier. When we send you the authorization form, we will also include a BRT branch nearest you in order to help you in the process.

Shipping costs will be fully covered by eCharme and as soon as the items are back in our warehouse, we will make sure to send you the correct ones, always at our expense.

I had an allergic reaction, can I return the product?
In the event of an allergic reaction followed by the use of a product purchased from us, we advise you to immediately stop applying it and contact your doctor.

However, we cannot accept a request for refund or exchange of that product as we are not responsible for the allergic reactions caused by the products we sell. Every person should be aware of the ingredients or products to which he/she is allergic to; if you have any doubts you can check the INGREDIENTS and ALLERGENS sections on each product page and, if these are not available, please contact our Customer Service team who will provide you with the ingredients.

When and how will I be reimbursed?
Refunds are made in the following ways: by bank transfer if the purchase was made by Cash on Delivery, by PayPal if the purchase was made via PayPal, and by credit if the purchase was made via Credit Card.

Is it possible to receive an invoice?
You can request the invoice prior to confirming your order, either as a private user or as a company, by filling in the appropriate fields and remembering to tick “YES” on the “Invoice” checkbox.

Is it possible to receive the invoice by email?
You can receive a copy of your invoice in email format by requesting it by email, or by phone through our Customer Service team. It will be necessary to specify the order number you are requesting the invoice for.

Is it possible to provide shipping address that is different from the billing address?
Yes, during the purchasing phase, filling in the appropriate details, it is possible to request that the invoice be made out to a person other than the ones to whom the goods are delivered.

What do I do if I never received the invoice?
You can once again request a copy of your invoice in email form by sending an email, or by calling our Customer Service team. It will be necessary to specify the order number you are requesting the invoice for.

What’s a CharmeBox? - NOT AVAILABLE AT THE MOMENT
It’s our prestigious and reusable black box, inscribed with our logo, which will accompany your gift.

You can also purchase one for 2,90€.

Will I receive free gifts and/or samples with my order?
When available we like to include free gifts and samples within our packages, however we aren’t always able to do this. We prefer to give up samples and gifts in order to get higher discounts on the products themselves, therefore guaranteeing our clients the most advantageous offers.

How can I obtain Discount Codes?
As soon as you subscribe to our Newsletter you will receive a Discount Code for 5€ to be used towards any purchase at or above 49,00€. Other Discount Codes are sent through our Newsletter or published on our Home Page or Social Media pages: Facebook at: https://www.facebook.com/eCHARMEofficial/ or Instagram at: https://www.instagram.com/echarme_official/?hl=it. We are not authorized to create personalized Discount Codes for our customers, except for extremely rare circumstances.

Can I use more than one Discount Code at a time?
No, our Discount Codes cannot be combined, therefore can only be used one at a time. They are also tied to the email address and can only be used one time with each account. The Discount Codes can only be applied by users who are logged into their eCharme accounts.

What is Invite a Friend?
By entering a friend’s email address in the appropriate box you can invite him or her to register with our site. Once registered, they will have the opportunity to take advantage of a 5[%] discount on their first purchase. After your friend makes their first purchase, you will see a credit of 5€ appear under “My Bonuses” in your account.

Are Invite a Friend credits cumulative?
Yes, for every friend you invite that makes a purchase, you will see your credit increase by 5€ for each one under the “My Bonuses” section.

Why am I unable to apply the discount? What does: In order to apply this code you must be logged in, mean?
In order to use our discounts you must be a registered user on our site: click Log in/Register on the upper right hand of the screen and select “Register Now” if you aren’t already registered, otherwise, if you do have an account, select “Log in with email”.

Our Discount Codes cannot be combined, therefore you can only use one for each order and email address.

I am subscribed to the Newsletter but I am unable to apply the Discount Code, what can I do?

The subscription to our Newsletter has a separate logic with respect to the registration to the site, therefore it is also necessary to register on the site in order to apply any Discount Code.

Is it possible to periodically receive information in my account regarding news and offers
If you subscribe to our newsletter you will directly receive via email, about twice a week, all the latest news, newly arrived products, and offers and discounts of the moment.

Why should I subscribe to the Newsletter?
Because it’s free and truly simple, all you need to do is insert your email, select the version catered to Women or Men, and confirm the subscription. You’ll receive Discount Codes about twice a week exclusively reserved to our subscribers and be the first to know of any seasonal promotions that haven’t yet been published.

Will I receive a discount when I register for the Newsletter?
As soon as your subscription is confirmed, always via email, we will send you a welcome Discount Code of 5€ to be used towards any purchase starting at 49€. The Code can only be used if you are a registered member on our site and does not expire, so you can use it whenever you want.

Can I cancel my subscription to the Newsletter?
You can cancel your subscription to our Newsletter anytime from the email itself that you receive: click “Unsubsctibe” on the bottom of the screen, or if you are registered, from your account page My eCharme, clicking on “UNSUBSCRIBE NEWSLETTER”.

Can I request Gift Wrapping?

Of course! Thanks to the Purchase Gift Wrapping feature in the shopping cart, you can get as many gift packages you want.
All you have to do is follow a few simple steps:

Select the “Purchase Gift Wrapping” option
Enter the name of the gift recipient
Choose whether to create a full gift package or only include a personalized card

Full gift package: 3,50 € and personalized note.
Personalized Card: 1,50 €

Write the message for your note: you’ll have 180 available characters (sender and recipient name are auto-filled by the system based on the information you provided)
Select the products you want to include in the gift package
Click “Save” once you’ve completed your message to save it along with your selections thus far.
If there are additional items in the cart not included in the gift package, you can choose whether to create an additional gift package by clicking on “Would you like another gift package?"
Continue by selecting your payment and shipping methods

We remind you that some products cannot be included in a gift box due to size, we will make sure to let you know if this applies to the products you’ve selected.

Unsaved options may be lost

If you’ve created a gift package and later remove one a product from your cart, the gift package will no longer be saved and the composition will be lost.
Only one shipping address per order, it is not possible so send different packages to different addresses
The gift package will not contain any receipt of the order, but you will still receive a summary via email.

Is it possible to have more than one gift package?

Yes, you can create a gift package for every single product you have in your cart, personalizing it with the recipient’s name and custom note.

Is it possible to only select a Personalized Card?
Yes, gift packages include a personalized card, but it’s possible to also write a message and select this option alone at the cost of 1,50€.

How much does the Gift Wrapping service cost?
Each gift package costs 3,50€.

Will the gift package contain a receipt for the order?
Normally we don’t include a receipt in the gift package, nor do we include the invoice (if requested), you will instead receive a confirmation of your order by email and receive the receipt attachment through email.

If you wish to receive the receipt and/or invoice within your gift package, we recommend you contact our Customer Service team by phone or email, informing them of the order number and request to insert the receipt and/or invoice on the inside of the order.