We hope you are delighted with your purchase!

However, should you wish to return your order for an exchange, store credit or refund, please note we will accept returns sent back within 30 days from the date of purchase. All items returned must be unused, undamaged and in the exact condition as they arrived (including all labels/tags intact). It must also be in the original packaging. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you an exchange, store credit or refund.

How do I return?

• Visit our RETURNS CENTER
• Enter your order number and email address to start
• Follow the instructions and select the items you want to return
• Once your request is approved, you will get a confirmation email with shipping guidelines

What items are returnable?

• Within 30 days from the date of purchase
• In unused and resellable condition
• In the original packaging with all the tags intact

What items are non-refundable?

The following items cannot be returned:

• Gift cards
• Discounted items (if applicable)
• Any items found to be marked by lipstick, deodorant or makeup
• Items returned to us which smell of perfume, tobacco or body odor
• Custom made items nor haute couture items
• Any item not in its original condition is damaged or missing parts for reasons not due to our error

What items are non-refundable?

If the purchased product is faulty, reach out to us within 7 days of the delivered date.

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once we receive and check your item, the replaced item will be shipped to you.

What are the refund options?

The following refund options are supported:

• Refund to the original payment method
• Refund to store credit (if applicable)

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request. Marie Mur provides free returns for all US orders. If you live outside the US, you are required to cover any return shipping costs incurred. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

How soon will I get my refund?

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

My question is not addressed...

If you have any queries regarding return or refund, reach out to us.

What kind of leather do you use?

We use only high-quality real Italian leather.

How do I know which size to order?

Marie Mur 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

If you’re ordering from some country other than the US, there might be some import duties you might have to pay. Marie Mur is not responsible for reporting or paying any exclusive or international taxes. All prices on the website, as well as the total cost of your order, do not include any sales tax or customs duties. 

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 Policy here 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

we will be forced to reject your request asking you to cover the shipping to return back the parcel to you.

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

Do you have a question that is not addressed in the ones above? 

Simply write to us on care@mariemur.com - we love helping you!

Delivery Cost & Timings

Please be advised, express delivery is not currently available as a shipping method for US customers.

Due to Covid-19 delays, we temporarily can't offer Standard Shipping to Europe, UK, Canada, and Australia. That's why we have reduced prices for Express Shipping to these regions.

Our customer service team is here to help should you require any further assistance.

UNITED STATES

EUROPE & UK

CANADA & AUSTRALIA

OTHER COUNTRIES

When Will My Order Ship? 

We carefully handcraft all our products within 7 days. Add this time to the total delivery time to calculate when you will receive your item.

Why does it take so long? 

That's because all our products are handmade. And after we craft them, we meticulously check every smallest detail to make sure you receive a top quality item. This is a time-consuming but necessary process.

Once we finish working on your item, we pack it up and send it to the post office. Then we share the tracking number with you so that you can follow your parcel.

Order Delays

Sometimes things don't go as planned, and delays happen. They occur rarely and usually are caused by factors that are outside of our control. Should this predicament happen, we ask you to kindly remain patient and understanding.

To eliminate any possibility of a delay, please make sure you enter the correct delivery details. If you have mistakenly filled in the form, don’t hesitate to contact us at care@mariemur.com. We will solve this issue as soon as we can to ensure you receive your item quickly.

If the delivery time is already up and you still haven't received your package, please contact us at care@mariemur.com so that we can see what went wrong.

Sometimes we at Marie Mur experience an unusually high demand. If it impacts the manufacturing time, we will surely contact and warn you about possible delays.

Orders from Canada May Experience Delays.

Due to strikes by Canadian Postal Services that happen occasionally, the stated shipping time of 7-21 business days may extend up to 35 business days. Unfortunately, this situation is not under our control, and we can’t make the delivery happen faster.

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.

We Don’t Ship to the Following Countries

Unfortunately, due to difficulties with shipping services we don’t deliver to: Albania, Algeria, Belarus, Iran, Kosovo, North Korea, Tunisia, and some other countries. We are sorry for this temporary inconvenience, and we will do our best to begin shipping to these countries.

Duties and Taxes

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

If you’re ordering from some country other than the US, there might be some import duties you might have to pay. Marie Mur is not responsible for reporting or paying any exclusive or international taxes. All prices on the website, as well as the total cost of your order, do not include any sales tax or customs duties. 

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.

What Happens If I Don’t Pay the Tax for My Order?

Import taxes and duties are not applied to every package. But to avoid any misunderstanding, it’s important that you check if there will be any additional payments required by your local services. 

Please note, if you decide not to pay import taxes or duties and choose to reject the parcel, Marie Mur refunds only 70% from the cost of your order. The cost of the shipping is not refunded.

What If My Parcel Gets Stolen?

Unfortunately, very rarely orders get stolen or misplaced. Marie Mur is not responsible for misplaced packages if the shipping address which we’ve provided the shipping company matches with the address the customer provided to us upon checkout or in some other correspondence. Also, Marie Mur can’t be held responsible for stolen packages once they are marked as “Delivered”. We don’t offer any refunds for stolen or misplaced orders. If you think that something might threaten your package, please contact us at care@mariemur.com so that we can try to prevent issues from happening.

All orders over $200 require the signature of the customer upon the delivery. This allows us to minimize the possibility of theft. This requirement is automatically applied to all orders over $200. If you want to skip this option, reach out to us at care@mariemur.com. Once the requirement is lifted, you’re fully responsible for any possible loss of the package.

Can I Cancel My Order?

Once you’ve placed your order, we receive it immediately to minimize the manufacturing time. Marie Mur 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.

Marie Mur 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.

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. 

How Will Your Package from Marie Mur Look Like?

All packages from Marie Mur are packed into a discreet outer box that has only your shipping address on it. This box contains a black branded Marie Mur box with your order inside.