Shipping&delivery

Delivery options

Is it possible to have my parcel delivered at a parcel shop?

March 31, 2023

You can only choose parcel shop delivery if the carrier offers it in their pre-delivery information to you.

Your carrier can also choose to leave your parcel at a parcel shop if you're not home, but this can't be determined in advance.

Do you offer express delivery?

March 29, 2023

The fastest possible delivery time that vidaXL can offer is estimated on our product pages. This information is visible before you order the product.

 

Do I need to pay delivery costs?

April 12, 2023

Your items ordered at Charmma are delivered for free to your home address. We're happy to offer you this free service!

 

Our warehouse and carriers work together to always get your order delivered on time.

 

Can I schedule my delivery?

February 6, 2023

No unfortunately, we’re not working with scheduled delivery. 

Do you ship to islands or remote parts of the country?

March 30, 2023

We ship to islands or remote parts of a country, but not all of them.

We don’t deliver to:  Puerto Rico, Virgin Islands, San Juan Municipio, Military Posts (APO / FPO), Hawaii, Guam, Palau, Federated States of Micronesia, Marshall Islands and Alaska.  

We also don't deliver to PO boxes.

Please note: we don’t ship to the mentioned locations. Additional payment to ship to these locations is not possible.

Haven’t found the island or other part of the country you were looking for?
Please check if the correct language is chosen at the bottom on the right.

 

Delivery status

Where can I see my shipping status?

April 18, 2023

When you place an order, you'll receive an order confirmation by email with a link to your tracking portal.
The tracking portal states the current status of your shipment.


How can I track my order?

April 18, 2023

When you place an order, you'll receive an order confirmation by email with a link to your tracking portal.
The tracking portal states the current status of your shipment.

 

What are the different shipment statuses of my order?

March 20, 2023

You can see your shipment status in the email. In this email a tracking status included, the 'track your order' link redirects you to the status of your order.

 

When will I receive my track and trace?

March 23, 2023

When you place an order, you'll receive an order confirmation by email with a link to your tracking portal. The tracking portal states the current status of your shipment.

 

Didn't receive the confirmation e-mail? Please check your spam folder. Sometimes emails end up in there.

 

Didn't find the email in your spam folder? Contact our customer service, we're happy to help.

     

    Why don't I receive my entire order in one delivery?

    March 21, 2023

    Your order may be delivered in multiple batches when:

    • Your parcels are leaving our warehouse at different times.
    • Your parcels are handled by several carriers.
    • The carrier processes your parcels at different times.

    Want to know which carriers we work with? Read hereall the details.

     

    Delivery issues

    What can I do when my item has arrived damaged?

    April 14, 2023

    If your item is damaged, contact our customer service so we can help you with a solution.

    Sending us detailed pictures of the damage as an attachment in the contact form request will help us find a solution for you faster.

     

     Email us via our contact form which we'll reply to within 1 business day.

    I am missing parts of my product

    April 15, 2023

    Sometimes, mistakes can happen while packing our products.
    Is your order incomplete?
    Please get help from contact our customer service, we're happy to help

    I received a message that my parcel was delivered, but I didn’t receive anything?

    April 18, 2023

    We’re sorry to hear that you didn’t receive your order. It’s possible that you weren’t home when the carrier tried to deliver your parcel.

    They might have left it with a neighbour or at a parcel shop. Via the tracking link you can see where you parcel was delivered. You can find the information about the tracking link in your email. The carrier usually leaves a note as well.

    Please contact via charmma-detail@outlook.com when your parcel is still missing, and you received no note from the carrier.

    Why did they cancel my item?

    March 28, 2023

    In very rare cases, we can’t deliver a product and need to cancel an order.

    The most common reasons are:

    • The item is out of stock
    • Our seller could not confirm your order
    • Address information is unclearor incorrect

    Why is my track and trace inactive?

    March 24, 2023

    The delivery time depends on the type of product and in some cases, where it's delivered.
    It can take a few days before your tracking portal is active.

    If your item is shipped in multiple parcels, you’ll receive an individual tracking link per parcel.

     

      I haven’t received my complete order

      April 14, 2023

      Our products are often shipped in multiple batches. An item may be delivered in multiple batches and at different time slots.

      If you've ordered several products, they can be delivered on different days.
      You can see the expected delivery date for each product you ordered on My account.

      In all cases, you can always check the most recent tracking information via the tracking portal link in your confirmation email.


      Delivery details

      Can I change my delivery address?

      March 23, 2023

      Your delivery address can only be changed by our customer service until your order has been processed for shipment.

      Contact our customer service to see if they can change your delivery address. If the order has already been processed, our agent will try to help you with another solution.

      Can someone else pick up my parcel from a parcel shop?

      October 3, 2022

      No, only the person whose name is on the parcel can collect it.

      How does a pallet shipment work?

      January 13, 2023

      When you’ve ordered a large product, it’s possible that the order is shipped on a pallet.

      The carrier will contact you within 2-9 working days, to make an appointment for delivery.

      Please note: Pallets will only be placed inside a building against additional costs.

      What happens when I am not at home for delivery?

      February 6, 2023

      It depends on the carrier we use for your shipment. The most common outcomes are:

      • Carrier delivers the parcel at your neighbour.
      • Carrier leaves a note and delivers the parcel to the nearest pick-up point. 
      • Carrier doesn’t deliver the parcel and comes back for a new delivery attempt (usually is this the next day). 

      Usually if you aren't there the second or third delivery attempt, they store it within their depot. This allows you a few days to pick it up before it is shipped back to us.

      What kind of delivery service do you offer?

      January 13, 2023

      > Your Charmma purchase

      Where can I see my delivery day?

      March 22, 2023

      When you place an order, you'll receive an order confirmation by email with a link to your tracking portal. The tracking portal states the current status of your shipment.

      If your order is a pallet shipment, the carrier will call you within 2-9 business days to agree on the preferred delivery day.

      Note: if you order multiple products, you may receive the parcels on different days.