FAQ

If you have any questions, you will find the answers on this page. We have divided them up by topic to make it easier for you.

If you have any further questions, please send us an email to: info@50-ml.com

 

Orders

HOW DO I PLACE AN ORDER?

To place an order, pick the products you wish to buy, select the desired quantity, then click on the 'Add to cart' button. You can also browse through the various categories to speed up your search on the website. Once you have added what you want to the cart, you can complete your order by clicking "Proceed to Checkout" or continue browsing. Your cart will always be easily available via the icon in the top right-hand corner.

 

I HAVE DIFFICULTY PLACING AN ORDER. WHAT CAN I DO?

If you are having difficulty placing your order you can try contacting our Customer Service Team, via the live chat on the website, by phone and WhatsApp on +39 3924605518 or by email at info@50-ml.com. We will help you manage the problem you are experiencing and/or support you by placing the order on your account ourselves.

 

CAN I RECEIVE FREE SAMPLES?

If you would like to receive specific samples with your order, you must ask for them on the "Checkout" page, in the "order notes" section. In the "comments" box, you will be able to tell us the name of the products you would like to try. If we have them in stock, we will be more than happy to send you the official samples of the brands, otherwise we will make the samples with specific perfume vials according to the availability of our testers.

 

CAN I CHANGE MY ORDER ONCE I HAVE PURCHASED THE PRODUCTS?

If you think you have purchased the wrong product and want to make a change, or if you would like to make an addition to your order, please let us know as soon as possible, within a maximum of two hours of completing your order. Similarly, if you want to change your shipping address, please inform us as soon as possible.

If you wish to change an order placed on a public holiday, please notify us of any changes no later than 1 p.m. (Italian time) on the next working day.

We ask for your cooperation in helping our order management team to meet our high standards in terms of delivery times. In fact, the team is always working hard to meet the needs of our customers and, above all, to complete the shipment of orders within 24 hours of receiving them. 

 

CAN I CANCEL AN ORDER?

To offer the most efficient service possible, the 50ml team tries to process orders as soon as payment is completed. For this reason, it is only possible to cancel an order, after payment has been made, if the customer informs us of the cancellation request in a timely manner (within one hour of placing the order).

 

 

Our Products

ARE YOUR PRODUCTS AUTHENTIC?

50ml deals with products that come directly from the manufacturer or an authorised distributor: we are committed to strictly selecting our products according to high quality standards in order to offer you the best products only.

 

IS IT POSSIBLE TO REQUEST THE LIST OF INGREDIENTS IN THE PRODUCTS?

Some products already have a list of ingredients indicated on the product page. For those products where the ingredients are not indicated, please email us at info@50-ml.com and we will be more than happy to share the full list of ingredients with you, whenever possible.

 

IS IT POSSIBLE TO REQUEST PRODUCTS NOT AVAILABLE ON THE WEBSITE?

If you are looking for a product that is not listed on the website, you can try to make a request by contacting Customer Service via live chat on the website, by phone and WhatsApp on +39 3924605518 or by sending an email to info@50-ml.com. Unfortunately, we cannot guarantee that we will be able to supply the products you are looking for, but we will do everything we can to fulfil your request.

 

IF A PRODUCT IS "OUT OF STOCK" WHAT DO I HAVE TO DO TO BE NOTIFIED ONCE IT BECOMES AVAILABLE?

If the product is listed as "Out of Stock" and you are interested in receiving it, register on the website and click "Notify me when this product is available" on the product page. You will be notified when the product is back in stock. Alternatively, you can contact our Customer Service and ask for more information.

 

 

Payments

WHAT KIND OF PAYMENTS ARE ACCEPTED?

We accept the following payment methods: Credit Card, PayPal, Klarna, Bank Transfer, Apple Pay and Amazon Pay. For more info go to the Payments page.

 

WHICH CREDIT CARDS ARE ACCEPTED?

You can pay with cards like Visa and MasterCard, therefore also American Express it’s accepted.

 

CAN I PAY WITH AMERICAN EXPRESS?

Yes, you can pay with American Express.

 

IS IT SAFE TO BUY BY CREDIT CARD?

To ensure security when paying by credit card, the fields comply with CPI standards, the security protocol for online payments, to protect your sensitive information and allow you to shop without worries.

 

DO I NEED A PAYPAL ACCOUNT TO BUY ON PAYPAL?

No, you can also pay by credit/debit card without having a PayPal account. Once redirected to the PayPal webpage, you will be presented with two options: "Pay as guest" and "Log in to your existing PayPal account". If you choose the "Pay as guest" option, you will be able to enter your card details and complete the payment without registering with the PayPal platform.

 

CAN I PAY WITH KLARNA?

Certainly. On the Checkout page select Klarna as one of the available payment methods. If you have not yet registered for Klarna's instalment facility and would like to know more, please find out how the service works on the Payments page.

 

IS IT POSSIBLE TO PAY BY CHEQUE?

Unfortunately, we do not accept cheques as a payment method. 

 

I NEED AN INVOICE. HOW CAN I GET ONE?

If you wish or need to receive an invoice, simply make a request when ordering, in the "notes/comments" section. We ask you to provide all the data necessary for the electronic invoice to be issued:

  • Company name
  • VAT number
  • Invoice address

The data can also be sent by e-mail to info@50-ml.com. It may take a few days for the invoice to be issued, usually after the order has been delivered.

If the invoice request is not made when the order is placed or immediately afterwards, don't worry. You can always request an invoice in the following days, as long as the request is made no later than the first day of the month following the order. An electronic invoice cannot be issued after this date.

 

I HAVE RECEIVED A DISCOUNT CODE. HOW DO I USE MY CODE?

Using your discount code is very easy. On the 'Checkout' page you will find a field called 'Discount Codes'. Enter the code you received in the space provided and activate your discount.

 

I HAVE RECEIVED A GIFT CARD. HOW CAN I USE IT?

Using your Gift Card is very simple. On the Checkout page you will find a field called "Gift Card". Enter the code you have received in the space provided and activate your gift.

 

 

Shipping

IS IT POSSIBLE TO PREDICT WHAT TIME THE DELIVERY WILL ARRIVE?

Unfortunately not. We don't use our own private courier, but we rely on large international groups (mainly DHL, FedEx, BRT and Poste Italiane). 

You can always indicate a time slot in which you would prefer to receive your order and this will be communicated to the courier at the time of dispatch. However, couriers follow unpredictable schedules and delivery routes, so we cannot guarantee that your preferences will be accommodated. 

If you already know that you may have difficulty receiving your order, we recommend that you indicate a pick-up point such as a bar, a newsagent’s or similar, or an address where someone will be always available to receive your order.

In order to meet the needs of our customers, DHL offers the possibility, through simple steps that you can follow from your smartphone, to schedule the delivery to a different place and day than the one automatically indicated by the courier system.

 

IS IT POSSIBLE TO TRACK MY ORDER?

Sure! When the courier picks up your order from our warehouse, you will receive an email informing you of the status of the shipment and containing a link to track your order at any time. If you don't think you have received an email communication, please check your spam folder: communications like these can sometimes end up there.

Alternatively, you can track the status of your shipment on the website, in the 'My Account' section.  Once you have logged in, in the "My Account" column you will find the "My Orders" section where you can view the history of all your orders. Click on "View order": you will then have all the information about the order you are interested in at your fingertips. As you scroll down the page, next to "Ordered items" you will find "Track your order", where you will be able to find the link to track your order.

 

WHAT ARE THE DELIVERY TIMES AND COSTS?

Standard shipping is free for all orders over €50, while Express shipping costs €6. Shipping times depend on the type of shipment selected and the location to which you are shipping. For more information visit our Shipments page.

 

 

Replacements & Returns

CAN I MAKE A RETURN OR REQUEST A REPLACEMENT?

It is always possible to make a return or request an exchange for a product purchased and already delivered, provided that the product received has not been opened, used or damaged in any way (the customer is responsible for the integrity of the product until it is returned to the sender).

The customer has 14 days from the moment of receipt to contact Customer Service and explain the problem. 

 

WHEN ARE RETURNS OR REPLACEMENTS ACCEPTED?

Replacements of purchased products, if still protected by the films or seals applied by the companies, are accepted whenever there is a valid reason to request them. For example, if the wrong product was sent or if the product was damaged in transit, damaged or expired. 

Returns are possible for personal reasons such as allergies, intolerances or similar. 

If you are having second thoughts about your order, please contact Customer Service as soon as possible, so that we can stop the processing of your order and cancel it, before it gets dispatched.

 

WHAT ARE THE CONDITIONS FOR RETURNS OR REPLACEMENTS TO BE ACCEPTED?

Here is the list of conditions for the product to be returned properly and without causing undue inconvenience:

  • The product must be returned in the exact condition in which it was received.
  • The product must not have been opened or used.
  • The product must be returned together with any samples included in the order and any other gifts received.
  • The customer must ensure that he/she returns the product safely: if the product is damaged due to poorly protected packaging, the customer will lose his/her right to return the product.

For further information please refer to the Shipments page.

 

HOW CAN I RETURN A PRODUCT?

In order to return a product, the customer must contact Customer Service, provide all the data necessary to identify the order (name of the payer and order number) and make explicit the reason why they want to return the purchased products. 

Our team will arrange for you the pick up of the return package and will send you a “return label” to put on the parcel. If all conditions are met, the return is paid for by 50ml and the customer does not have to pay for shipping. 

For more information and details, please see the Shipments page.

 

WHAT ARE THE REFUND PROCEDURES IN CASE OF RETURN?

If all return conditions are met, the Customer Service team will issue a refund within 7 days of receiving the returned goods in our warehouse. 

In case of payment by PayPal, credit card and bank transfer, the refund will be made on the same payment method used for the purchase.