FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions – charmélingerie

How quickly do you respond to inquiries?

We strive to respond to all inquiries quickly – typically within 24 hours on business days.

Can I change the delivery address after placing an order?

Our warehouse packs and ships orders quickly – often within 24 hours. If you need to change the delivery address, please contact us immediately and provide:

• Your full name
• Order number
• The new desired address

We cannot guarantee changes, especially if the order has already been shipped, but we will do our best to help.

How long is the processing time for orders?

Most orders are processed within 24 hours, but during extra busy periods, we ask you to allow up to 1-5 business days.

When can I expect to receive my order?

We ship orders Monday through Friday, except on holidays. Delivery typically takes 7-15 business days depending on your location.

Will my entire order arrive together?

Sometimes orders are shipped in multiple packages, especially for larger orders. In this case, they may arrive up to 1-2 days apart.

What happens if an item is out of stock?

If an item is out of stock, we will notify you by email with the expected delivery time. If the item cannot be restocked within two weeks, we will refund the amount for that item.

How can I track my order?

You can track your order via our “Track My Order” section on the website. Enter your tracking number there – and feel free to contact us if you need help.

Why is my tracking number not working?

Tracking numbers typically work for shipments within the EU. If you experience problems, please contact us – we will confirm the tracking information for you.

What should I do if my order is damaged or missing items?

Please contact us as soon as possible if your order is incomplete or damaged. We offer a 30-day full return policy, as long as you contact us within this period.

What condition should returned products be in?

Returned items must be in their original packaging, unused, and intact to be eligible for a refund.

Who pays for the return shipping?

When returning defective products, we cover the shipping costs. For all other reasons for return—e.g., if you change your mind about the purchase—the customer pays for the return shipping.

Do you have any other questions?

We respond diligently to emails from Monday to Friday, typically within 24 hours.
Customer service hours: 9:00 a.m. – 6:00 p.m. (CET)