FAQ

Every day help for our customers

To assist you in finding the answers you require, we have divided our FAQs into categories. Please select the category below that best reflects what you are searching for.

  • Registration & Account

  • Order Placement & Modification

  • Payment

  • Shipping

  • Customs / Taxes / Documents

  • Returns / Cancellation / Refunds

  • Discounts & Special Requests

  • Complaints

If you need more help

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  • Do I need to set up an account?
    You do not need an account to shop at Charisma. However, you will be able to enjoy a host of additional benefits if you register with us, such as: Reviewing your past purchases.
    Adding products to your Wish List and emailing items to friends for their reference.
    Previewing new collections and receiving emails about our latest news.
    Saving your address and card details for a faster shopping experience when you visit us next time.
    Creating a delivery address book to make gifting easier.
  • Will my personal data be confidential?
    We take data protection very seriously at Charisma. All information provided through the website is stored on secure servers. All payment transactions carried out through our website are encrypted. Your card details and passwords are not available to any of our employees. Please note, it is your responsibility to keep any website passwords or login codes confidential. For more details, refer to our Privacy Policy.
  • Why am I unable to register?
    It is possible that you already have an account registered with us using that email address. If so, please attempt to log in as an existing customer on the login screen. What should I do if I am having trouble logging into my account? If you are a registered user and forget your password, click on “forgot password” and you will receive an email with instructions on how to reset it. For any other technical difficulties, please contact our customer care team at (customerservice@charismagoods.hu) for further assistance.
  • How can I update my account?                                                                                                         Once signed in, you can access your account details by clicking on your name appearing on the top right-hand side of the page. To update your details, click on “Account Information” 
  • What kinds of sweets are available to you?                                                                                          We offer the most delicious Arabic sweets, Syrian sweets, Lebanese sweets, and Jordanian sweets.

 

  • How can I place an order?
    To make a purchase, browse our wide selection of products through the ‘Shop Online’ page on our website. Click on your desired product and select your size preference from the drop-down menu. Add the item to your cart and continue shopping.When you are ready to place your order, select the ‘Checkout’ option on the top right of the page. Follow the prompts to complete the checkout process. For further assistance or any technical issues, please contact our customer care team at +36706106466 or email customerservice@charismagoods.hu.
  • How do I search for a specific product?                                                                                        Using the search bar in the top right-hand corner of the page, you will be able to search the product you are looking for. You can also use our Filters & Categories to help you find the perfect gift for any occasion. 
  • How will I know if an item is out of stock?                                                                                          In rare cases, a product may be available when you place an order but sold out by the time we process the order. All orders are processed within 24 hours of order acceptance (Saturday to Thursday, excluding holidays). Should your items be out of stock, our customer care team will notify you directly at the earliest opportunity in order to assist you with a replacement.
  • How can I make changes to my order?                                                                                          Once an order has been placed, it cannot be changed. However, if your order has not yet been processed and you contact customerservice@charismagoods.hu to request a modification, we can cancel your order free of charge. You are then able to place a new order.
  • How can I modify the assortment of my gift box?                                                                      Please contact customerservice@charismagoods.hu and provide your order details (number), along with specified changes. We will request the changes and update you at the earliest. Kindly note that an order cannot be modified once it has been dispatched.
  • How can I add additional items to my order?                                                                              While we are unable to add items to an existing order, our Customer Care team can assist you with placing a new order for any additional pieces. Kindly contact customerservice@charismagoods.hu call +36706106466.
  • How will I know if Charisma has received my order?                                                                  After placing the order, you will be sent an email informing you that your order has been received. If you have made the payment via card, your order will only be accepted once the payment has gone through.
  • How quickly does Charisma process an order?                                                                                All orders are processed within one working day from Monday to Friday, excluding holidays. In rare cases due to stock availability or large quantities requested, order processing may take longer. Once your order has been accepted, you can expect to receive it within five working days.
  • Am I able to place an order via telephone?                                                                                          If you are facing difficulties placing an order online, you can reach our customer care team at +36706106466 or email customerservice@charismagoods.hu for further assistance.
  • What do I do if I have not received my order?                                                                                     If you do not receive your order within 5 working days, kindly contact our customer care team at +36706106466 or email customerservice@charismagoods.hu. Please note that there may be delays during public holidays.
  • Which payment methods does Charisma accept?                                                                             We accept payments through Mastercard, Visa, and PayPal.
  • I am unable to complete my payment.                                                                                                 For safety reasons, we have 3D secure protection. Please enter the code that you might have received by SMS to confirm your payment. If your transaction is still unsuccessful, kindly reach out to our customer care team at +36706106466 or email customerservice@charismagoods.hu. for further assistance.
  • The payment was deducted from my card, but I did not receive an order confirmation.            We apologize for any inconvenience. Please provide your name and e-mail address to customerservice@charismagoods.hu to confirm your payment and order(s).
  • How can I track my order?
    Once your order has been processed, you will receive a confirmation e-mail with a tracking number. To track your order, contact our customer care team at +36706106466 or email customerservice@charismagoods.hu and provide your tracking number.
  • How much does shipping cost?
    Shipping fees are automatically calculated during the checkout process. additional charges may apply. Please see our Shipping & Delivery page for more information.
  • Does Charisma ship to multiple addresses?                                                                                      To ship to multiple addresses, you must place individual orders. Shipping fees will be calculated for each order. For further assistance, please contact our customer care team at 36706106466 or email customerservice@charismagoods.hu
  • How long it will take to deliver my order?                                                                              Charisma utilizes priority shipping to deliver your order within 2-5 working days. However, certain delays make occur due to situations beyond our control. To track your order, please contact our customer care team at +36706106466 or email customerservice@charismagoods.hu
  • I need my order urgently, can Charisma help?                                                                                 For urgent requests, please contact our customer care team at +36706106466 or email customerservice@charismagoods.hu 
  • The address is incorrect in the tracking number. How can I adjust it?                                    Kindly send your order number and the correct address to customercare@charismagoods.hu. Please note that if the correct address is not provided within 24 hours of placing the order, Charisma is not responsible for failed deliveries.
  • I was requested to pay duties and TAX by the courier company.                                             Orders shipping outside Hungary may be subject to import duties, VAT, taxes, and customs clearance charges of the destination country. These additional charges, if any, are the responsibility of the customer. For more information, please share your order number with our customer care team at customerservice@charismagoods.hu
  • How can I exchange or cancel my order?                                                                                               If you are not completely satisfied with the quality of your order upon arrival, please contact, please contact customerservice@charismagoods.hu within 24 hours of receipt, with a detailed description and photograph(s), for assistance with a replacement or exchange. Due to the perishable nature of our products, all claims submitted without proper support documents will not be eligible for re-shipment. Charisma reserves the right to limit replacements. For more details, please go to our Returns & Refunds page.
  • How soon should I request a replacement?                                                                                         All replacement requests must be made within 24 hours of order receipt. Once the request has been accepted by our team, the replacement order will be shipped to the same address. In case a replacement is not possible, a refund will be processed.
  • When will I receive my refund?                                                                                                            Our refund approval process takes 3-5 working days. Once approved, you will be sent a confirmation email with the details. Depending on your bank, you should receive the refund amount within 2 weeks.