Frequently Asked Questions
Are your fragrances authentic?
Yes. Our fragrances are genuine designer fragrances sourced as parallel imports from trusted suppliers. This allows our customers to enjoy luxury scents without paying full retail prices.
What are parallel imports?
Parallel imports are authentic products brought in from international markets. They are genuine fragrances, but they do not always come through the traditional retail supply chain. This is one of the reasons we are able to offer better prices.
Why are your prices lower than retail stores?
We avoid many of the costs that large retail stores carry, such as expensive shopfronts, high markups, and traditional retail overheads. Some items may also come from overstock channels or have minor packaging imperfections, which allows customers to save significantly.
How long does delivery take?
We deliver anywhere in South Africa within approximately 3–7 working days. Orders are sent using trusted courier services such as The Courier Guy or Fastway Couriers.
Where are orders shipped from?
Orders are shipped from our South African distribution centres, including Johannesburg and Cape Town, depending on stock availability and your delivery location.
How much does delivery cost?
Courier delivery is free during selected promotions. When free delivery is active, the offer will be shown clearly on the website before checkout.
How do I place an order online?
Choose the fragrance you would like, click “Add to Cart,” and continue shopping or proceed to checkout. Once you are ready, enter your delivery details, confirm your order, and complete payment securely.
Please make sure your delivery details are correct before placing your order to avoid delays.
What happens after I place an order?
Once your order is confirmed, it is processed, packed, and handed over to the courier. You will receive tracking details once your parcel has been dispatched. Delivery usually takes 3–7 working days, depending on your location and payment clearance.
Will I receive tracking details?
Yes. Once your order has been dispatched, tracking details will be sent to you so you can follow your parcel’s delivery progress.
Why is my tracking not active yet?
Tracking may only update once the courier has scanned your parcel into their system. Please allow time for processing and courier activation, especially during busy periods, weekends, public holidays, and peak seasons.
Are these fragrances bought from local retail stores?
No. Our fragrances are imported as parallel imports and are not purchased from local retail stores. They are sourced through trusted international supply channels and may sometimes have minor packaging differences or imperfections.
Do you have a walk-in store?
No. Charmelle operates as an online store only. We deliver nationwide across South Africa directly to your door.
Is Charmelle a legitimate South African store?
Yes. Charmelle is a South African-based online store. We understand that customers are cautious when shopping online, which is why we focus on clear communication, secure checkout, courier delivery, tracking updates, and customer support.
Do you guarantee product quality?
Yes. We stand behind the fragrances we sell. We do not knowingly sell fake, mixed, or locally decanted fragrances. If a product does not meet our standards, it does not belong on our store.
Why are Charmelle fragrances so popular?
Customers choose Charmelle because they can enjoy beautiful perfumes and colognes without paying the high prices often found in retail stores. Our products are ideal for everyday use, gifts, special occasions, and customers who want luxury scents at better value.
Why does the same perfume smell different on different people?
Fragrance can react differently depending on your skin type, body chemistry, hormones, diet, weather, and even stress levels. This is why the same scent may smell slightly different from one person to another.
How long does the fragrance last?
Longevity can vary depending on the specific fragrance, your skin type, weather conditions, and how it is applied. Some fragrances may last longer than others due to different formulations, ingredients, and manufacturing variations.
Do you sell perfume testers?
No. We do not sell 5ml testers or locally mixed decants. Our fragrances are sold in their branded packaging and are not poured, mixed, or rebottled locally.
What payment methods do you accept?
We accept secure online payments through our checkout. Available payment options may include card payments, EFT, and Payflex instalments, depending on what is active at checkout.
Do you offer Payflex?
Yes, when available at checkout, Payflex allows you to pay once-off or split your purchase into interest-free instalments.
Do you offer subscriptions or automatic billing?
No. All purchases are once-off transactions. We do not charge monthly subscriptions or automatic repeat payments.
What is your refund policy?
We offer support for faulty products within 30 days. If you experience a problem with your order, please contact our support team so we can assist you.
Do you ship internationally?
No. We currently deliver within South Africa only.
What happens if an item I ordered is out of stock?
We update our website regularly, but if an item sells out unexpectedly, we will contact you and offer a suitable replacement of the same value or assist with an alternative solution.
Where is Charmelle based?
Charmelle is an online perfume and cologne store based in South Africa. We deliver nationwide from our South African distribution network, including Johannesburg and Cape Town.