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faq

products

WHAT KIND OF LEATHER DO YOU USE?


We use only high-quality real Italian leather.

HOW DO I KNOW WHICH SIZE TO ORDER?

MARIEMUR Team works extra hard to help you with size and fit concerns:


In our Size Guides article, we give advice on what to look out for when you are searching for the perfect fit.We can personally help you find your size and advise on the fit! You can easily schedule a Personal Fitting Session with our Customer Support Team. Feel free to contact us whenever you need our assistance. 

SHIPPING

DO YOU SHIP WORLDWIDE?

Absolutely! 

However, due to difficulties with shipping services we don’t deliver to some countries. Check our Shipping policy to find more details, please.



HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

This depends on where you are located. You can find an indication of the shipping times on the Shipping Policy page.

We are taking action to decrease the shipping times and regularly update this information. You will also receive a link to track the shipment in your delivery confirmation mail.



WHEN WILL MY ORDER SHIP?

We handcraft and carefully check every item we create to make sure the quality is perfect. Usually, we can complete an order within 7 business days. But sometimes it may take a little longer if the item consists of many details. Add this time to the total delivery time to calculate when you will receive your item. You can find an indication of the shipping times on the Shipping Policy page.

HOW DO I TRACK MY ORDER?


If your order has been shipped using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email once your order is fulfilled. Simply click on your tracking link in the email to view the up to date tracking information. If you're having trouble tracking your parcel, please refer to the following page.

Our experience suggests that shipping to Canada is sometimes impossible to track. This happens due to the issues with the Canadian Postal Services.



WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?

SHIPPING TO THE UNITED STATES

Shipping within the US is free of sales tax. There are no other taxes or import duties applied to the packages that are shipped within the United States. However, some non-customs related local taxes may be levied, and they’re the responsibility of the customer. Marie Mur takes no responsibility for paying or reporting any additional local taxes.


INTERNATIONAL SHIPPING

The customer is fully responsible for any taxes and duties they might need to pay. Should any local taxes or duties apply to the parcel, the customer will need to pay them to release the package from customs. Once the order is shipped, all duties and taxes become non-refundable. And if the customer returns any items, Marie Mur does not refund any associated taxes and duties.





PLACING AN ORDER

HOW DO I USE MY COUPON CODE?


Once you have added the products to your cart, you can proceed to Checkout and easily paste the code to the “Gift card or discount code” field. Then, click the Apply button to redeem your discount. 

WHY MY COUPON CODE DOESN’T WORK?

If your promotion code does not work, please check the following:

Have you typed the code correctly? Ensure that the code is exactly as displayed, using uppercase, lowercase or numbers.

Has the promotion expired? Check the promotion code terms and conditions to ensure the code has not passed its expiration date.

Are the product(s) you selected valid? Check that the product(s) in your cart are valid for the terms and conditions of the promotional code.

If you are experiencing any other problems, please contact Customer Service.

CAN I MODIFY MY ORDER?

You can change the shipping address if the order wasn’t shipped yet. Also, Marie Mur will accept modifications related to the color and size of items if you place the request within 24 hours after you’ve placed the order. You can add new items to the existing order within 24 hours after you’ve placed it

To request any available modifications, please contact us at care@mariemur.com.



CAN I CANCEL MY ORDER?

Once you’ve placed your order, we receive it immediately to minimize the manufacturing time. MARIEMUR will cancel the order free of charge if the customer requests the cancellation within 24 hours after they’ve placed the order. To cancel the order, please contact us at care@mariemur.com. 

We can’t guarantee a successful free cancellation for orders that are placed on a weekend. If you succeed to cancel the order within 24 hours after its placement, you will not be charged. If the costs were already lifted from your credit card, we will fully refund the purchase price.

MARIEMUR doesn’t accept cancellations requested over a weekend or after the order was shipped. Then you will have to pay the full amount for the order.



STATUS OF EXISTING ORDERS

WILL YOU LET ME KNOW THE STATUS OF MY ORDER?


We always try to keep you updated on the status of your order so we will send you an email, confirming your order has been received, despatched or returned, or if we need to update you on items in your order at all.

I HAVE NOT RECEIVED EMAIL CONFIRMATION OR TRACKING LINK FOR MY ORDER.


Please check your spam box first, if you still cannot find this please email us at care@mariemur.com and we will give you all the information you need.

WHAT DO I DO IF MY ORDER DOESN’T ARRIVE?

We are pleased to say nearly all our parcels arrive safely and on time, however there are a few occasions where this isn’t the case. If this happens, please don’t worry, simply contact our Customer Service team.

RETURNS & EXCHANGES

CAN I RETURN THE PIECES THAT I ORDERED?

Of course!

Not everything you order turns out to match your expectations or simply does not fit you. This is why we make it as easy as possible for you to return your items:

You have 14 days to return an item from the date you received it.

Ensure that panties & garters are tried on over your own lingerie - we will not accept returns on lingerie that has been damaged or worn.

The items must be returned in the original packaging with all the tags intact.                      

Please read our Return Policyhere for more information.



HOW SOON WILL I GET MY REFUND?

Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request. 

Please note, if the returned item is:

-used

-not in resalable condition

-not in the original packaging with all the tags and labels intact

If approved, the refund request will be processed within 5 - 7 working days after approval. If you haven’t received a refund yet, please contact us at care@mariemur.com




other questions?

If you have any other questions, please email us at care@mariemur.com. with your questions, and we will do our best to reply as quickly as we can!
How to get 4 interest-free payments with ShopPay

1. Add items to the cart

2. Proceed to the checkout

3. Choose ShopPay in payment methods

4. Choose to pay in 4 installments

5. Confirm your details

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