FAQ

FAQ

Orders

Ordering your favourite items at Marcez is super easy! We would like to show you how easy it is, so that’s why we mention all the steps down below.

Step 1. Shoppingbag
Place your items in the shopping cart. Would you like to think about your purchase, but is the item almost sold out? Pay attention, because an item that is placed in the shopping cart is not reserved just for you.

Step 2. Check out
Let’s go to the check out! If you click on the shoppingbag on the top right, you can check out with your selected items. You can choose to create an account, which makes it easier on your next order, or to pay as a guest. Your personal data will not be remembered and saved.

Step 3. Delivery
At this step you pick a delivery option. Where do you want your item(s) to be delivered? If you just want your package delivered at home, you can fill in your address. Rather pick it up somewhere else? Then choose the nearest pick-up point and we will send it thither. Your order will be shipped the same day!

Step 4. Safe payment
The items are almost yours… The only thing left to do is pay! At Marcez you can choose between different payment methods, so there is a fitting payment method for everyone! For example you can pay afterwards if you are still doubting about an item. Or you can choose a fast and simple payment in advance with for example IDEAL. At Marcez you always pay at a secure payment. Do you have a discount code? Lucky you! You can enter this code when paying! Tip: sign up for our newsletter to receive recent discounts.

Step 5. Shipping
Et voila! Your order will be prepared and sent to you.

Unfortunately, it is not possible to reserve products for a certain amount of time in your shopping bag. Products on the website stay available to everyone.

 

You can add a discount code in your shopping bag. Fill in the code and click on the arrow to proceed with your discount code.

Unfortunately, it is not possible to merge multiple orders whom have been placed in a short period of time. This is because your orders are being processed separately from one another. The easiest thing to do is to place your order all at once. This way you’ll only have to pay shipping costs once.

As soon as your payment has been completed, it is not possible to add another product to your order. In case you wish to receive another product, we recommend you to place an other order.

Because we try to get your order delivered as soon as possible, it is no longer possible to delete an item from your order or to cancel the entire order. We recommend you to return your order or the item you do not want after you’ve received it.

It is not necessarily to have an account to place an order. However, we do recommend you to create one. Your information and date gets saved on your account which allows you to not have to fill in your data in the future. Click on the top right icon to create an account or to fill in your information.

Payment

At Marcez you can either pay when placing the order or after you have received the item(s). This enables you to pay however you prefer. Also, you always pay via a secure connection at Marcez (https), see the (green) lock up in the URL bar during the payment process.

IDEAL
If you choose for the payment method IDEAL you will pay from your bank account. If you choose to pay with the IDEAL method you have to own a Dutch bank account.

CREDITCARD
With the Mastercard, Maestro and Visa you easily pay forward with your creditcard. You paid safe in our SSL / https banking. Always make sure all your data is correct when paying by creditcard.

AFTERPAY (NL + BE only)
If you prefer to first evaluate the product at home before you’ve paid? You can with the payment option Afterpay. With Afterpay pay easily and quickly afterwards when you have your order at home. Afterpay carries for Marcez full retrospective payment process. This means you will receive a digital invoice Afterpay through your e-mail to pay the purchased items. You can pay at marcez.com with a digital invoice to an amount of € 150, – if you pay via AfterPay for the first time. Are you or you can pay AfterPay to an amount of € 250, -. To approve your request to pay with electronic invoice AfterPay performs a data check. AfterPay has a strict privacy policy as described in its privacy statement. In the unlikely event your request for payment cannot be authorized digital invoice, you can of course pay for the product to purchase with another payment method. For questions you can always contact AfterPay. For more information, please refer to the consumer section of the website AfterPay.

BANCONTANT/MISTER CASH
Especially for our Belgian customers. Pay safe and fast with Mister Cash. Bancontact makes use of a physical map which is coupled to Belgian credit balance on a bank account. The card can be used both online and offline to help pay.

KBC/CBC
Especially for our Belgian customers. Pay securely and quickly with KBC / CBC. The big Belgian banks, KBC and CBC provide its own payment solution for their customers, the KBC and CBC Pay button. Customers of both banks can perform this way in their trusted bank environment real-time payments.

SOFORT BANKING
SOFORT Banking is a popular payment method in Germany and is available in a total of nine countries. You can fill in the personal banking information in the secure environment of SOFORT after the payment is made. A separate SOFORT account is not necessary.

PAYPAL
Paypal is one of the biggest online payment providers and functions as a kind of bank between buyer and the merchant. Shopping on the internet becomes safer and easier for everyone. With Paypal you can pay worldwide. It is safe, easy and fast because the transactions usually happen right after the payment is made. Your creditcard and bank details are never shared. You can easily deposit money from your creditcard or via iDeal on your Paypal account. You don’t have to pay any extra costs besides your purchase and you can make payments, pay and receive within one account!

MARCEZ DISCOUNT CODE
If you have received a discount code from us, you can enter it at checkout and will be deducted automatically from the total amount. Depending on the discount code you will receive the rebate in an amount or a percentage. A discount code is valid once and has a specific expiration date.

All our payments go via our Payment Provider and are also secured through HTTPS/SSL certificates. This can also be seen in the URL-bar during the payment.

You can pay afterwards at Marcez.com through Afterpay. This way, you’ll receive your items first and easily pay for your order with Afterpay, afterwards. You’d have to pay for your order within 14 days. If you haven’t paid your order within this period, you’ll receive a payment reminder. Should this term be exceeded, then a first increase will be charged via Afterpay. Have you lost your digital payment overview? Then contact Afterpay’s customer service.

Shipping & Delivery

After placing your order, you will receive a confirmation within 24 hours. Pay attention! Get in contact with our Customer Service if you’re in The Netherlands or Belgium and have not received your order within 5 working days. For every other country, have you not received your order within 12 working days? Then get in contact with our Customer Service. We will figure out the status of your order as soon as possible. Go to our Customer Service

 

We’ve got an extensive list on the ‘delivery’ page on the shipping costs per country. You can also see from which amount of money your delivery is free of charge. Click here to see all shipping costs

If you’ve places your order on working days before 05:00PM, your order will be sent on the same day. The delivery time of a package depends on the country and the speed of the mail order company. See all delivery times here

All orders within The Netherlands, Belgium, Germany and Luxembourg get delivered by Post-NL. All orders to different countries get delivered by DHL. If you’ve placed your order on a working day before 05:00PM, your order will be sent on the same day.

See the status of your order and follow the route of your order here: Click here

The shipping address you fill when paying, is the delivery address. You can choose for a home address, work address or choose to pick up your order at a service point in your neighbourhood.

You don’t have to stay at home if you’ve chosen for delivery on your own address. The deliverer will give your package to your neighbours for you to pick up later. Is this not possible? Then the deliverer will leave a note with the next delivery moment.

In case you have received one or multiple items you haven’t ordered, we recommend you to get in contact with our Customer Service, we will be happy to help you. Go to our Customer Service

In case you’ve ordered one or more items but have not received the entire order, we recommended you to get in contact with our Customer Service. We’d be happy to help you. Go to our Customer Service

It may happen that you’ve received a damaged item. Pay attention! This is before you have used/worn this item. If this is the case, please contact our Customer Service. Go to the Customer Service

Exchanging and Returning

We have explained, step-by-step, how to return an item or order on the Returns/Exchanges page. Click here to learn how an item must be returned.

 

You can return your order within a return period of 14 days after having received the order. In this period, you can decide on your purchase and try it on.

Pay attention! Earrings, lingerie, and swimwear cannot be tried on due to hygiene. These items can only be returned when the packaging hasn’t been opened.

Always check if the items you wish to return are eligible.
– The products you wish to return are within the return period of 14 days.
– The products you wish to return are not stained and/or damaged.
– The products you wish to return have the original sales tag.

Pay attention! Have you received a damaged item? Please contact us. Click here to contact us

We, at Marcez, are happy to help you out a bit with the shipping costs. On this page you’ll find all the costs of a return package. See shipping costs

Is the item you ordered too big or too small? No problem! While returning this item, you get to indicate if you would like to exchange this product for a different size. Do not forget to point out which size you would like to receive instead! As soon as we have received your return package, we will check if the desired size is available. When this is the case, the product will be sent without any additional shipping costs.

Products can be changed by returning and placing a new order on the website. This way, you immediately know if the desired item is available. We advise you to instantly confirm your order, especially if the stock is low. When placing a new order to replace your product(s), please pay attention the new order must be paid before.

If your package fits through a mailbox you can choose for returning via mailbox. Make sure that you return the package sufficiently and add in the correct returning address. Pay attention! Lost return packages do not get refunded without prove of sending, along with the Track and Trace code. The sending of your package via mailbox is on your own risk.

When you leave your package at a post office, you will receive a Track & Trace code. When we have received your return package, checked and processed, you will receive a return confirmation through your email. You’ll receive your refund on the bank account you paid with or the Afterpay payment invoice gets cancelled, within 14 weekdays. Have you not received an email two weeks after returning your order, please contact our Customer Service, we will be happy to help you. Go to the Customer Service.

As soon as your package comes in, we will check it. After this is a success we will settle the product with you. We aim to have finished your refund within 5 weekdays on the bank account you have paid with.

When you return your entire order, you’ll receive a total refund of the paid shipping costs. When your order was with free shipping or when keeping a part of the order the shipping costs do not get refunded. You as a customer are responsible for the shipping costs of a return sending.

It may happen your product gets declined when you want to return or already have returned a product. Every product gets checked for stains, scents and damage. May your product not meet the returning conditions, we cannot proceed with the return and refund.

We would like to redirect you to the terms and conditions for all the conditions. Go to the conditions page

If you still want to know something after reading the FAQ. Do not hesitate to ask us. info@marcez.com