FAQs
WEBSITE USAGE
HOW DO I MAKE A PURCHASE?
Step 1: Search for items
•You can use the search engine to find specific items you might already know.
•You can check our new arrivals and best sellers in our homepage.
•You can chose to use the categories “Men”, “Women” “Accessories” from
the navigation menu.
Step 2: Pick your Items
•Click on Items and select your size.
•Select the number of items you want to purchase.
•Click the “ADD TO CART” button.
Step 3: Review your Cart
•Click on the Cart icon.
•Check the details you have selected.
•Click on the Next button.
Step 4: Checkout
•Fill the Register form or Login if you already have an account.
•Review your details and make sure all mandatory fields are filled.
•Select your shipping methods according to your region availability.
•Accept the terms and conditions and click on the “Next” button.
Step 5: Make your payment
•Provide payment information according to the payment methods available in
your region and check your emails.
HOW DO I KNOW IF AN ITEM IS IN STOCK?
All the products shown with the mark in stock are available for sale. in
revanche, if an item is sold out, it is marked Out Of Stock.
We might offer some pre-order service in the future, which will be marked with a special label on the product page.
WHICH SIZE SHOULD I CHOOSE?
Sizes may be based on the Italian or International sizing system. You can also
refer to the description of items and size charts that we try to deliver on every
item pages. You can also choose to chat with us.
HOW DO I CHANGE MY CURRENCY AND LANGUAGES?
You can find available currencies and languages in the footer of our homepage.
DO I NEED TO REGISTER AN ACCOUNT TO PLACE AN ORDER?
Yes, before or at the time of checkout you will be required to register so we can
help you:
• Track your Orders and review past purchases;
• Keep access to your “Wishlist”
• Save your billing and shipping addresses
• Manage your account details and newsletter subscriptions.
WHAT SHOULD I DO IF I FORGOT MY PASSWORD?
• Please Click here to reset your password
• Follow the instructions
• Insert your email address and click on send
•You will receive an email with a new temporary password and you can modify it when you want in your account, simply follow the instructions.
PAYMENTs
WILL MY ORDER INCLUDE VAT?
Yes, the pricing quoted on the site includes VAT.
The prices quoted exclude shipping charges which are quoted separately and
can be found at the time of checkout.
WHAT PAYMENT METHODS CAN I USE?
We accepts the following payment methods:
- VISA
- VISA Electron
- MasterCard
- Maestro
- Diners Club
IS IT SAFE TO USE MY CREDIT CARD?
Your personal online security is important to us. We use the latest SSL
encryption technology to store and safely transmit your personal and credit
card information through our systems. For further details, please see the
Privacy Policy section.
CUSTOMER SERVICE
WHAT DO I DO IF I HAVE A QUESTION ABOUT AN ITEM?
If you have a question about an item, please contact us from Monday to Friday, 09:00 to 18:00 via:
•Messenger on our website
•Messenger from our Facebook
•Email at Info@cesarandcharles.com
•The form available in the section Contact us
IS MY PERSONAL INFORMATION KEPT PRIVATE?
Yes of course! For further details, please visit our Privacy Policy section.
CAN I SEE MY ORDER HISTORY?
CAN I ADD ITEMS TO AN EXISTING ORDER?
Unfortunately, It is not possible to combine orders or add items to an existing order.
WHAT IF I CHANGE MY MIND AND WANT A DIFFERENT SIZE OR COLOR AFTER MY ORDER IS PLACED?
Unfortunately, It is not possible to make any changes once an order is placed.
However we can try to edit your order on your behalf before its shipment.
HOW WILL I KNOW YOU RECEIVED MY ORDER AND WHEN WILL PAYMENT BE TAKEN?
Once you have completed the online purchase process, you will be redirect to
our thank you page and you will receive a confirmation email to the address
used to place the order. Payment will be taken from your credit or debit card at
the time of order confirmation.
SHIPPING & RETURNS
DO YOU SHIP OUTSIDE EUROPE?
We can currently ship to the countries listed below:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, France, Germany, Hungary, Italy, Netherlands, Slovakia, Slovenia, Spain and United Kingdom (UK)
Please note that we are working hard to provide a worldwide shipping and we
hope it will be available very soon.
DOES THE ONLINE STORE SHIP TO MULTIPLE ADDRESSES?
Unfortunately not, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.
IS MY PACKAGE INSURED?
All items are insured against theft and accidental damage while in transit from
our warehouse to the shipping address. Once your items have been delivered
and signed, they are no longer covered by insurance. If your box is damaged
upon arrival, we recommend that you either refuse the delivery or make a note
when signing for it that you are accepting a damaged box.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN SHIPPED?
We are unable to redirect orders to a different address as soon as your order
will go from our warehouse. Therefore, please ensure you provide a suitable
shipping address for the specified delivery times.
CAN I TRACK MY ORDER?
Once your order has been shipped, you will receive an email confirmation with tracking number. If you have registered, you will be able to view and track the
status of your shipment in “My Account” followed by “Orders”
WHERE IS MY ORDER?
We aim to ship all orders within 24 hours. Orders placed before 2pm will be
shipped the same day, those made thereafter will be shipped from our
warehouse the next day.
Estimated delivery times are to only be used as a
reference, and we are not responsible for any delay caused by credit card
payment authorization.
Once your order has been shipped, you will receive an email confirmation with
tracking number. If you have registered, you will be able to view and track the
status of your shipment in “My Account” followed by “Orders”
HOW WILL I RECEIVE THE PACKAGE?
The standard packaging is composed of a rigid sealed box. For some product
categories, there is an additional customised protective packaging, in which the
item is wrapped.
WHAT IF I AM NOT PLEASED WITH MY SELECTION? CAN I RETURN THE PURCHASE?
Returns and exchanges must be made within the guidelines in our Return
Policy. If you are not satisfied with your order for any reason, we will accept the return of items that are in new, unused condition, with original tags attached and
when accompanied by an original Cesar&Charles returns form and RAN
(RETURN AUTHORIZATION NUMBER). Returned items must not be washed,
worn or altered.
HOW DO I RETURN AN ITEM?
• Kindly visit our Return Policy
• Request your RAN (return authorization number) by filling the form
HOW CAN I REQUEST MY RAN (RETURN AUTHORIZATION NUMBER)?
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Your return will be processed within approximately 14 business days. Credit for
your returned item(s) will be refunded back to your account in the same form of
payment in which it was received. You will receive an email confirming the
completion of return processing.
IF I GIVE A GIFT TO SOMEONE, CAN THAT PERSON RETURN IT OR EXCHANGE IT FOR SOMETHING ELSE?
Yes of course! Gifts can be returned or exchanged as mentioned in our Return
Policy, however refunds can only be processed against the original account in
the same form of payment in which it was received. Therefore we recommend
the payer to deal with the returns or exchanges of any goods.