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Frequently asked questions

GENERAL
How can I open a client account in CARLO COLUCCI online shop?
How can I change my password or my client data?
I forgot my password – what should I do?
What happens with my data?


ORDERING
Can I cancel an order which I already sent off?
Can it come to a sellout of the ordered articles?
Will articles or sold out sizes be available again to a later time?
I have questions to a product. Who can help me?
How can I find specified articles in the shop?
How can I redeem a coupon?
By the attempt to redeem a coupon I receive an error message. Why?
Can I change the order amount of an article after putting it in my shopping basket?
Can my order be delivered to Switzerland?


SHIPPING
How much are the costs for delivery or shipping?
Where can I find out the delivery status of my parcels?
How long is the delivery time?
With which logistic partner do you send the parcels?
Is an express delivery possible?
In which countries does CARLO COLUCCI sent his products?
Can I send my orders to a DHL-packing station?
I did not receive my order – what happens now?
 

RETURN
Can I exchange my articles and return it?
How do I return articles?
I have not received a return label – what shall I do?
I would like to have a new delivery – how do I proceed?
 

PAYMENT
Which payment methods are available?
Why are not all available payment methods offered to me?
I would like to pay my order. Which bank details shall I use for the bank transfer.
Can I reduce the amount of the returned article at my invoice payment?
How do I get the money back?
I received a letter of a debt collection agency, although I already paid my invoice. What shall I do?
 

OTHERS
How can I subscribe the newsletter and how can I unsubscribe it?
I would like to survey the product picture. Is there any zoom option?
Where do I find the washing- and maintenance instruction?


GENERAL

How can I open a client account in CARLO COLUCCI online shop?
Opening a personal client account happens directly in the CARLO COLUCCI online shop. Just click on the button „Login“ at the top of right corner.
Please choose the option: „Open account“.
In next step the registration form opens. Please fill in the mandatory fields and confirm your entries with login. After registration you are already a login client in online shop and you can directly start with your shopping.

 
How can I change my password or my client data?
Thereto you must login in online shop. Insert your e-mail address and your password and confirm your entries with „Login“. On the top of the right side you see your name and the point „My Account“, on which you please click now.
Under that point you can view your personal data inclusive your password and change it, if desired. If you change your data, please save your changes afterwards, so that these are also assumed.


I forgot my password – what should I do?
If you forgot your password, please click on „Login“ at the top of the right above the shopping basket.
Beside the input box for email address and password you find the link „Forgot password“. Please click on that link and insert your registered email address and click on „Request password“.
Now we will send you an email at your registered email address. Please click on the link in the email and insert a new password. This entry must occur twice, to exclude typing error. In order to assume the password, please confirm it via „change password“.

 
What happens with my data?
Your personal data as well as all other information about your order are encrypted and transferred via a secure SSL-connection. We save your name and your address as well as order-related data. Naturally we assure you the comprehensive protection of your personal data to the regulations of Federal Data Protection Act and the Tele Medium Law. A transmission of your data to third party happens exclusively within the scope of compliance of your order, e.g. for necessary credit cards-, validity-, or address verification, if applicable. You find detailed information in the explanations of privacy protection.



ORDERING

 
Can I cancel an order which I already sent off?
As long as the order is not in process or shipping, a cancellation is possible. For further information, please contact our customer service.
If you have any questions you can reach us via email: info@carlocolucci.com .

 
Can it come to a sellout of the ordered articles?
On that time you retrieve the CARLO COLUCCI online shop, all articles which are showing you as available are basically available.
When you insert one article in your shopping basket, the availability will be checked again. The available inventory will be certainly adjusted, if a customer place an article as an order.
As there is a temporal delay between filling the shopping basket and the real order, a sellout can happen despite the availability check. According to that the probability of a sellout increases, the greater the time period is.

 
Will articles or sold out sizes be available again to a later time?
It is possible, that current unavailable articles or sizes will be available in the online shop at a later time. Therefore it is advisable to check the article availability continuously in the shop.


I have questions to a product. Who can help me?
If you still have questions to a product, please write us an email to info@carlocolucci.com

 
How can I find specified articles in the shop?
Please use the search task above, left beside the shopping basket. Insert your search item, like polo-shirt or pullover for example, and start the search via ‚“Search“ or push the „enter-button“ on your keyboard.

 
How can I redeem a coupon/giftcard?
First, please insert your desired articles in your shopping basket. The coupon/gift card redeeming occurs in the first step of the order process. The input box for the coupon/gift card is arranged directly below the product overview. Please insert your code and confirm your entry with „submit“, below the input box. The discount of the coupon/gift card will be consider immediately in your shopping basket.

Please follow the following tips and possible conditions on redeeming of coupons:

· Coupons can only be redeemed before completition of the order. A belated credit note can not be redeem.

· Please pay attention by entering the code that you do not insert needless space character and note case sensitivity. Otherwise you will receive an error message. 

· Coupons can have a minimum order value. In the case of nonobservance the coupon can not be redeem.

· Coupons are valid within a specified time period. After this time has elapsed, the redeem is not possible.

· The validation of the coupon can bond to specific categories or products. For all other categories or products the coupon can not be used.

· Furthermore the coupons apply only for registered and login customers. If you do not have a customer account in our online shop and you are therefore not logged in, the redeem of the coupon is not possible.

If you have questions you can reach us via email to info@carlocolucci.com

 
By the attempt to redeem a coupon I receive an error message. Why?
The redemption of a coupon can be linked to a variety of conditions. As soon as a coherent request of this coupon is not fulfilled, you are not be able to redeem the coupon-code. Please check, if you already fulfill all necessary conditions. You will find an overview of possible requirements under „How can I redeem a coupon?“
If you still have problems to redeem a coupon, please contact our customer service. You can reach us via email to info@carlocolucci.com

 
Can I change the order amount of an article after putting it in my shopping basket?
The adjustment of your desired order amount occur directly in your shopping basket - just insert the new amount in the provided field of your product list. Afterwards please click on update below the product list to confirm the changes.


Can my order be delivered to Switzerland?
To send a delivery to Switzerland, you have the following option:

 – Shipping and delivery to Switzerland with MeinEinkauf.ch –

Customers who are living in Switzerland or want to deliver to a Swiss address, we recommend the service of meineinkauf.ch. For a small fee, all import duties are processed and the ordered goods delivered directly to your home. So you save high shipping fees as well as customs duties and especially save on the pick up at the customs.

How can I use the service of MeinEinkauf.ch?

Step 1: Registration at MeinEinkauf.ch

Register gratuitously at MeinEinkauf.ch and you receive an email-address with @MeinEinkauf.ch at the end.

Via your MeinEinkauf.ch email you can now order goods from our online shop and get them delivered to your home for a service fee of CHF 14,90 / shippment. How it works, you can find here.

Step 2: Fill your shopping basket

Fill your shopping basket with your desired products.

Step 3: Delivery at home

Now, please, enter your order. Please fill out the order form under your specification of your MeinEinkauf.ch email address as well as the following delivery- and invoice address (without indication of your name): 

MeinEinkauf GmbH
Max-Stromeyer-Strasse 160
D-78467 Konstanz

IMPORTANT: Personall data, like name, company name or private email address are not required. Beside the above mentioned address to MeinEinkauf GmbH, please pay attention to the payment methods.

Step 4: Tracking of your goods

All your order- and shipping informations will be automatically forwarded from your personal @meineinkauf.ch email address to your private email address. The MeinEinkauf.ch team remains informed about your order status, to send the products as quickly as possible to your Swiss address.

Afterwards you can view your order status approx. 48 hours after the incoming order on www.meineinkauf.ch under „My orders“.

Step 5: Invoice

You pay, your ordered goods, directly in our online shop. Please pay attention to the permitted payment methods of MeinEinkauf.ch: 

1.Credit card
2.PayPal
3.Instant bank transfer
4.Prepayment

With your goods you will receive a separate invoice for the service fee of MeinEinkauf.ch

How fast MeinEinkauf.ch delivers?

Normally you will receive your purchases, at home in Switzerland, 2-3 business days after arrival of the goods at MeinEinkauf.ch in Germany, delivered by MeinEinkauf AG (Switzerland).

How are returns being processed?

Return of purchases which are processed through MeinEinkauf.ch, can be sent to this address:

Zecchinel Immobilien AG
z.Hd. MeinEinkauf AG
Hauptstrasse 137
CH-8274 Tägerwilen

MeinEinkauf.ch takes care of the whole handling. Here the process will be explain in more detail.

To ensure the handling of return correctly, please pay attention to the conditions for returning to MeinEinkauf.ch.

For the return MeinEinkauf.ch charges a fee of CHF 9,90/article, which will be charge after invoicing of customs return.


SHIPPING

 
How much are the costs for delivery or shipping?
Generally there is a charge of 4,90€ for packaging and shipping concerning orders within Germany. If your order value exceeds 80,00€, we are bearing these costs. Outside of Germany the forwarding costs add up to 9,95€ per order.
The standard costs for a express delivery are 9,99€ additionally. These also incur if, according to the usual shipping cost, a shipment would be free of charge. An express delivery is only possible in Germany.

 
Where can I find out the delivery status of my parcels?
After order transferring to the shipping service provider you will receive an email with the „tracking link“. By clicking on this link you can directly track where your delivery is currently located. So you can track 24 hours.

 
How long is the delivery time?
The delivery time add up to 2-4 working days after payment receipt.

 
With which logistic partner do you send the parcels?
We ship exclusively with DHL.

 
Is an express delivery possible?
Yes, an order with express delivery is possible.

You choose express delivery and order Monday till Thursday before 12 am:
Your goods leave our stock on the same day in order to be delivered by our express service provider on the next working day.

You choose express delivery and order Monday till Thursday after 12 o'clock:
Your goods leave our stock not later than on the next working day in order to be delivered by our express service provider on the day after the next working day.

You choose express delivery and order Thursday after 12pm:
Your goods leave our stock not later than Friday in order to be delivered by our express service provider on Monday.

You choose Express delivery and order Friday:
Your goods leave our stock not later than Monday in order to be delivered by our express service provider on Tuesday.

Please note that we can not influence the delivery, after transferring the goods to the express service provider. Therefore, we can only guarantee the delivery in time to the express service provider.
The standard costs for a express delivery additionally are 9,99€. These also incur if, according to the usual shipping cost, a shippment would be free of charge. An express delivery is only possible in Germany.
Public holidays and public holidays, which vary within Germany, also affect the delivery date of your order and maintain to a delay.

 
In which countries does CARLO COLUCCI sent his products?
The shippping is possible within Germany and the following other countries: Belgium, Bulgaria, Denmark, France, Estonia, Finland, Greece, Great Britain, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Poland, Portugal, Romania, Russia, Sweden, Slovakia, Slovenia, Spain, Czech Republic , Hungary and Cyprus.

 
Can I send my orders to a DHL-packing station?
Yes, a delivery to a DHL packing station is possible within Germany. Large packages that do not fit into your rented parcel compartment may need to be picked up at a branch of Deutsche Post or at a DHL Express Station.

 
I did not receive my order – what happens now?
Is your parcel still not arrived after several days and was not handed over to your neighbors? In this case we would like to ask you to contact our customer service to check the disposition of the parcel for you and, if necessary, submit a search request. We will then tell you, if it make sense to reorder the desired articles again.
If you have questions you can reach us via email to info@carlocolucci.com

 

RETURN

 
Can I exchange my articles and return it?
Yes. You buy without any risk by the right of return within 14 days. This means, that you can withdraw the contract within 14 days without giving a reason:
This periods begins, at the earliest, upon receipt of the articles or rather upon receipt of the written confirmation of acceptance and upon receipt of this instruction:


Cancellation Policy
You may repeal your contract of purchase within 14 days without having to state reasons. The allocated cancellation timeframe is 14 days, effective the day that you or an assigned third party, who may not be the carrier/courier, took said commodities into their possession.

To administer your right to cancel your order, you have to inform us

CARLO COLUCCI
c/o hmk-jensen GmbH
Querstraße 17
09212 Limbach-Oberfrohna
Germany
E-Mail: info@carlocolucci.com

by sending us an explicit declaration stating that you are repealing your contract of purchase (for example: by sending us a letter in the mail, fax, or an email). You may use the cancellation template that is attached; however, it is not mandatory to use this template.
It will suffice to send us your notification of repeal within the given cancellation timeframe in order for the 14-day cancellation timeframe to be granted.


CONSEQUENCES

If you repeal your contract of purchase, we are obligated to refund all payments that we have received from you, including shipping costs (excluding additional shipping costs that result from choosing a different shipping option, other than the regular standard shipping option that we offer) immediately and within 14 days at most, effective the day that we receive your repeal.
The payment method which was used to make the transaction will also be used for the reimbursement, unless we have explicitly agreed to something else. You will not be charged any fees for the reimbursement.
We reserve the right to withhold the reimbursement until we have received the returned items or until we have received your notification that you have returned the items, whichever comes first.
The items have to be sent back to us immediately and no later than fourteen days after the date on which you have notified us of the cancellation of this contract. The extended deadline will be granted if the items are sent back within fourteen days. All return shipments are at our expense.
You are only required to compensate us for any loss in value if the loss in value can be traced back to unnecessary handling, which goes beyond the admissible proofing of the condition of the item, its characteristics and functionality.

REASONS TO TERMINATE THE CANCELLATION POLICY

The cancellation policy is only in place if the product bought hasn't been customised or altered. The removal of the protective film of the perfumes renders the cancellation policy inactive.

 Download the cancellation form

End of advisory


How do I return articles?

With the order you have received a return slip and for an order with a value of more than 40€ you have received a return label. In order to be able to process and refund your returns as fast as possible, we would like to ask you to consider the following points:

1.If you want to return an article, please indicate the return reason of each article on the return form. We have already put the possible return reasons underneath the article overview and provided them with numbers.

2.Afterwards please pack the article in the original packaging, if possible. Now place the article with the completed return form in a shipping box.

3.Please make sure that you used the provided return label and put it on the shipping box, so that the return shippment is still free of charge for you. If you use the original box, please make sure that our shipping label is no longer visible.

At orders with a value of less than 40€ no return label is included. Please franked this box and send it back to us. But keep the receipt as your confirmation. Thank you very much.


I have not received a return label – what can I do now?
Shall you have ordered from Germany with a value of more than 40€, please contact the customer service.
If you have questions you can reach us via email to info@carlocolucci.com

 
I would like to have a new delivery – how do I proceed?
If you wish a new delivery, in a different size or color for example, please reorder in our online shop. So you can immediately see if the desired article is still available. You can also ensure your desired colour or size, if there is only low amount on stock. Please do not enclose your wish of redelivery in the return package, as the desired articles may be out of stock, till we receive the package.

 

PAYMENT

 
Which payment methods are available?
You can choose from a variety of payment methods in the CARLO COLUCCI online shop.

· Credit card: If you decide to pay with credit card (MasterCard and Visa), we will debit the due amount from your credit card account, after transfer of shipment to the shipping service provider. Like all other personal data the information about your credit card will be transmitted via a secure SSL-connection. Your credit card data will be requested after sending your order in step 4.

· Invoice: You are welcome to pay via invoice (credit-worthiness assumed). For this you will be forwarded to our payment provider PayPal. Please pay your invoice on the indicated PayPal account of your invoice, within 30 days after buying. If the invoice is not paid within the specified time, we will add € 4,70 PayPal dunning charges per reminder.

· PayPal: PayPal is an online payment provider, that makes your payment easier and safer for you. To use this service, you have to be logged in respectively registered at PayPal. If you have deposit your bank details or credit card number at PayPal, you pay conveniently with you email address and your passwort.

·Prepayment: You can also pay via prepayment.

· Direct debit: If you decide for payment via direct debit, we will debit the due amount from your bank account, after transfer of shipment to the shipping service provider. Like all other personal data the information about your bank account will be transmitted via a secure SSL-connection.

 
Why are not all available payment methods offered to me?
This occurs, for example, if you want to order from abroad. In this case it is only available to pay via credit card, PayPal, prepayment or online remittance.
Furthermore, it is normal in online trading, that when you buy via purchase on account, your data will be verified and evaluated with the help of an independent credit reporting agency. The result of this check may influence the offered payment methods. According to that, we reserve the right not to accept individual payment methods for particular orders and instead we refer to other forms of payment. For this security measure we ask for your understanding.

 
I would like to pay my order. Which bank details shall I use for the bank transfer?
You can find the bank details always on your current invoice.

 
Can I reduce the amount of the returned article a my invoice payment?
If you return a part of your order and chose the payment „Invoice“, you can naturally reduce the value of the returned article at your remittance.

 
How do I get the money back?
Once your return has been received and checked, we will refund the amount. There are differences depending your chosen payment method:

· Credit card: The credit note will be transfered on your credit card account. You will see the entry on your next credit card settlement. We do not have any influence on the settlement deadline of your credit card invoice.

· PayPal: You will receive the credit note on your PayPal-account. If the amount remain on your account for future purchases or if it circulate to your bank account, you can adjust it by yourself in PayPal. We do not have influence on that.

· Invoice: Your invoice will be reduced of the value of the returning article. According to that you only pay for the items, you have kept. Have you already paid the total amount of your invoice, you will receive the credit note on your bank account.

·Prepayment: The credit note occur on your account, from which you make the prepayment. You can see it on your statement of account. But therefore please inform us about your bank account because we are not allowed to safe these dates after your purchase. 

· Direct debit: The credit note occur on your account, from which you make the direct debit. You can see it on your statement of acount.

 
I received a letter of a debt collection agency, although I already paid my invoice. What should I do?
It may happen, that the letter of the debt collection agency overlaps with your payment. Please contact our customer service and send us the account statement simultaneously on which we see the payment date of the open amount.
If you have questions you can reach us via email to info@carlocolucci.com

 

OTHERS

 
Ho can I subscibe the newsletter and how can I unsubscibe it?
You can subscibe the newsletter everytime easily in the CARLO COLUCCI online shop. Just insert your email address in the appropriate field, down left on the welcome page, and click „subscribe“.
Over this link in every newsletter, you can also unsubscribe these newsletter.


I would like to survey the product picture. Is there any zoom option?
In the CARLO COLUCCI online shop you can find the zoom option on the product detail side of your chosen product. To watch this picture exactly, please move the mouse cursor over the picture. Now you can see a detailed cutout of the article picture on the right side, which gives you a better impression of colours, material and pattern.


Where do I find the washing- and maintenance instruction?
For washing- and care instructions, see the product information on the product detail page of an item.


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