FAQS , Return & Refund Policy:

PLEASE NOTE, OUR POLICIES ARE THE SAME FOR ALL CUSTOMERS AND SHALL NOT BE REVISED TO CATER TO ANY PERSONAL NEEDS/REQUIREMENTS. PLEASE READ THEM CAREFULLY BEFORE PLACING YOUR ORDER AS YOU AGREE TO OUR POLICIES WHILE PLACING YOUR ORDER.

 

 

1.Can I Exchange my Garment?

You can Exchange your product ONLY within 5 Days from Date of Order Completion by following the 2 steps below:

1)Firstly, place a fresh COD Order – this is only to block your desired Exchange (subject to availability). This Order will only be accepted if it is within 5 Days from Date of Order Completion.

While placing an Exchange Order, please mention the  Original Order Number in the note section: For Example, if you wish to exchange a product from Order#100, while placing the “EXCHANGE”  order,  you must mention “ORDER#100-EXCHANGE”  in the “NOTE” Section. This will notify us and help us process your exchange order.

If the Exchange is for the same SKU/Product , it will be shipped as a PREPAID SHIPMENT.

If the Exchange is for a different SKU/Product of a higher value, you will only pay the difference on Delivery.

2) Secondly, Place a Return Request (Please read- How Can I make a Return Request?) for the product you wish to Exchange, as only then we can process the Exchange.

IMPORTANT NOTE: 

– Products once exchanged , cannot be returned or exchanged again.

-Only after we receive the Return Request, we will arrange a Reverse Pickup. 

-Only After the shipment is delivered to us and is found to be in the original condition during the quality check, we will process your Exchange Order. So Please make sure the Product returned is sealed well to avoid damage in transit, with its tags , labels and barcodes intact. Please make sure that the packet you hand over the product in is not in open condition.

-Exchange Orders will be processed only for products of the same value or higher.

 

2.How Can I make a Return Request ?

You can initiate the Return Request  from your end  (WITHIN 5  DAYS FROM DATE OF DELIVERY ONLY) on the website by following the steps below:

NOTE:  After 5 days have lapsed, the Return Option  will not be available.

 STEP 1 – Log In to your Account with the Username & Password you used while checking out/creating your account. 

STEP 2-Tap on MY ACCOUNT – ORDERS

STEP 3-UNDER ACTIONS, SELECT THE RETURN OPTION.

STEP 4-CHECK THE BOX FOR THE RESPECTIVE PRODUCTS  &  QUANTITY  THAT YOU WISH TO RETURN.

STEP 5- SELECT YOUR REASON FOR RETURN.

STEP 6-SUBMIT REQUEST.

STEP 7 – After submitting the request, you shall receive a mail “ASKING FOR REFUND”, which means we have received the Return Request.

After we receive the Return Request, we shall arrange a Reverse Pick up for the same. The Pickup Agent shall make 3 attempts only. If the product is not handed over within those 3 attempts, the return request will be automatically cancelled.

Please make sure you pack the Return Product , with all tags and labels intact, and make sure it is unworn, unwashed, unused and suffers no damage whatsoever,  preferably in the original packing. Please seal it well (the package handed over should not be handed over in an open condition) to avoid any damage/loss and refund discrepancies. 

 

3. Can’t find the Return Option ?

If the Return Option is not available (provided it is within the 5 Day window from Date of Order Completion ONLY)- please tap the WhatsApp icon or write to us at : care@marcelmae.com, by mentioning – Return option unavailable with your ORDER# & by sharing  a screenshot of your Orders Dashboard, so we can assist you better.

Please note: Option for  Return incase of international orders  will not be given.

Incase of a damaged product, the customer must write to us at: care@marcelmae.com within 5 Days from Date of  Delivery. Any claims after that will not be accepted.

 

4.How and When will I get my Refund?

All refunds (as per value of the product in the  invoice at the time of purchase) will be given in the form of a “COUPON CODE” under your registered account which can be used to purchase further on our website only. We do not issue Monetary Refunds.

To check your refunds please follow the steps below:

STEP 1-LOG IN TO YOUR ACCOUNT

STEP 2 -MY ACCOUNT

STEP 3-DASHBOARD- Where you can see the wallet amount and the coupon code for it. After applying the code at checkout, the wallet amount will automatically be deducted from your purchase.

After receiving the returned product/s, the respective products will go through a quality check.

The return request will be accepted and the refund will be processed only if the garments returned are in the perfect unused, unworn & unwashed  condition, with its labels , tags, barcodes and original packing intact.

 

5.Do I Have to Register? If yes, Why?

We allow you to shop as a guest, but we automatically register your account while placing your order to enhance your shopping experience. You can access all your order details, shipping and billing details, refunds, initiate return requests, etc.

As soon as you shop with us, you get a mail on the Email ID given by you, confirming your username for the account created while placing your order, followed by an order confirmation mail.

 

6.Don’t remember my Username?

Don’t Panic Girl! You can check your Mail Inbox with the subject:

“YOUR MARCELANDMAE ACCOUNT HAS BEEN CREATED”

wherein, one can find the username. Anytime an account is created, (either before placing your order or while checking out) an email confirmation is sent to the  Email ID given by you. 

Our Suggestion: You can use your Email ID as your Username  to make it easier for you to log in. Please type  in the correct Email ID to receive all updates related to your account, orders and refunds.

 

7.How can I change my password ?

Incase you forget your password or wish to change it, you can follow the  steps below:

STEP 1- CLICK ON LOG IN

STEP 2- CLICK ON LOST YOUR PASSWORD

STEP 3- Type in your Username or Email ID 

STEP 4- A password reset link will be emailed to you

STEP 5- Check your Inbox for the mail – click the link and set your new password.

To maintain the safety of your account, we request you to keep your username and password safe with you.

 

 

8.Shipping Policies ?

Orders in India:

We offer Free Shipping in India and Cash On Delivery.

For Returns in India, the Refund will be processed to your wallet on our website, which can be accessed by logging into your account. 

International Orders:

-Select USD to make purchases outside India and the same will be processed via PAYPAL.

-Shipping Charges will be calculated as per the weight of your shopping cart. Please note: Any  bank/card/currency conversion charges (other than USD) on the PAYPAL checkout page  OR any local charges/taxes and duties applicable for orders out of India , are to be paid by the customer in the respective country.

-Will be processed as soon as we receive the payment confirmation and will take approximately 9-10 Working Days to be delivered to your address. You can track the order with the AWB number that will be mailed to you. In some cases, due to circumstances beyond our control, the deliveries can get delayed by a few days.

-We DO NOT ACCEPT  Return Requests for International Orders.

NOTE: Our team does a thorough  quality check before shipping the products, so to avoid any issues after delivery, we request all customers to check the product and the size chart- before placing the order, very carefully, as returns will not be possible. Orders once placed cannot be cancelled.

For International (USD) deliveries, the concerned  local courier person will get in touch with you, while/before  clearing your order from the customs for their required procedures such as KYC. They will get in touch with you through the contact details you provide us with.  Incase, you are unavailable or  refuse to take the delivery for any reasons whatsoever, we shall not be responsible or liable to cater to any refund requests. 

 

 

 

9.Garment Care Tips?

Please follow the wash care instructions given below every product on the website. You can also check the wash care label attached inside the garments.