Refund policy
Returns, Replacements & Order Support
At Charmelle, we want every customer to feel confident when shopping with us. Because perfumes and colognes are personal-use items, we are unable to accept returns or offer refunds for change-of-mind purchases once an order has been placed and processed.
This helps us ensure that every customer receives products that have not been opened, used, or handled after delivery.
Stock Issues
In the rare event that an item you ordered is out of stock, our team will contact you as soon as possible. We may offer you the same product if it becomes available, a suitable replacement of similar value, or a refund if no replacement is available.
Faulty, Damaged, or Incorrect Items
Please inspect your order when it arrives. If your product is faulty, damaged, or if you received the incorrect item, please contact our Customer Support Helpdesk immediately so that we can assist you.
Once the issue has been reviewed and confirmed, Charmelle will arrange a replacement. This may be the same product or, if unavailable, another product of similar value.
Returns for Inspection
Please do not send any item back to us without first contacting our Customer Support Helpdesk and receiving approval. Items returned without approval may not be accepted.
If an item needs to be returned for inspection, it must be unopened, unused, and in its original packaging. The customer may be responsible for courier costs involved in returning the item to our warehouse.
Cancellations
Orders are processed as quickly as possible to ensure fast delivery. If an order is cancelled after it has been placed, a cancellation fee may apply depending on the order amount and how far the order has already progressed.
Need Help?
Our support team is here to assist with any order, delivery, stock, or product issue. You can contact us through the Customer Support Helpdesk by clicking the chat icon on the bottom right of our online store.
Office hours: Monday to Friday, 09:00 to 17:00. Sat, Sun & Public holidays: 9am-1pm.