FAQs

Ordering with us

 

Placing an order? 

Placing an order is easy. Once you've found the item(s) you want to order, select the size and color and add it to your bag. To review your selected items, click on the shopping bag icon at the top right of the page. 

If you’ve changed your mind, simply click on the “EDIT” or “REMOVE” functions, to remove or edit products from your shopping bag. Complete your order by clicking “PROCEED TO CHECKOUT”. 

 

What can I do if a product is no longer available? 

If the product is no longer available in your size, click on your size and enter your email address in the fill in form to be notified once the size becomes available again. 

(Double check with Florian if this is an option*)

 

Finding the right size? 

Please refer to our size guide to find the size most suitable for you. In addition to our size guide, we have indicated the sizes worn by our models in the ‘SIZE AND FIT INFORMATION’ on the individual product pages. If you are not completely satisfied with the information provided, please contact us at customerservice@mararhomberg.com and give us the opportunity to help you find the perfect fit. 

 

Why can I not complete my order? What should I do? 

If you are unable to complete your order, we recommend you trying the below: 

  • Connect to the website using a different browser;
  • Delete cookies from your browser or clear your cache;
  • Make sure that you have correctly entered the data for your selected method of payment;
  • Make sure your payment method is enabled for online purchases and keep the 3-D secure code at hand;
  • Try using an alternative payment method;
  • Contact your payment provider.

If you continue to have problems placing your order, please contact us using the contact form on our “Contact Us” page or email us at customerservice@mararhomberg.com

 

I have not received my order confirmation email. What should I do? 

Once you place your order, you will receive an email acknowledging that your order has been received. However, this does not mean that we have confirmed your order. Only after your payment details have been approved and your delivery details verified, will your order be accepted and your items prepared for delivery. Once this process is complete, you will receive a second email from us confirming your order. 

If more than 24 hours have passed since you have placed your order and you still haven’t received an order confirmation email from us, we recommend that you check your spam folder to make sure our email has not landed in your spam. If this is not the case, please proceed to contact us at customerservice@mararhomberg.com.

 

Why has my order been canceled?

If your order has been canceled, please try to following: 

  • Contact your bank to check if security blocks may have been placed on your credit card. 
  • Place a new order and make sure that the billing address, cardholder’s name and other account and card-related details are correct. 
  • Check that our shipping restrictions are not applicable to your destination country. 

If the problem persists, please contact us using the contact form on our “Contact Us” page or email us at customerservice@mararhomberg.com.

In the case that your order is canceled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any canceled items. 

 

Which payment methods are accepted? 

We accept credit card payments made by Visa, Mastercard and American Express, as well as payments made via ApplePay and Paypal. 

In the event that you choose a direct payment gateway to complete your purchase, Shopify will store your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. Once your transaction is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For further information, please read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

Payments made via payment apps means that no banking information regarding the customer transits via www.mararhomberg.com. Payment is therefore secure by the partners in charge of managing the financial transaction and not the responsibilities of Mara Rhomberg. The order will be recorded and validated on acceptance of the payment by the banking service. You will then be notified with an order confirmation. 

To avoid delays in confirming your order, please make sure the correct billing and shipping information associated with your payment method is provided when placing an order.

 

Can I change the currency? 

Unfortunately, at this moment we are only able to accept EUROs as our payment currency. If the credit card’s default currency is not the same, the final price will be calculated based on the exchange rate applicable on the date that the credit card company processes the transaction.

 

How can I use a promotion code? 

During checkout, you will be able to enter a promotion code that you wish to apply to your order. Please note that promotion codes can not be used in conjunction with each other and are limited with a one time use. We are also unable to reissue a promotion code in the event that you wish to return or create an exchange. For more information, please contact us at customerservice@mararhomberg.com.

 

Am I able to add products to an existing order, change my order or modify any details of my order once it has been confirmed? 

Please note that once you have confirmed your order, it is not possible to add products or modify any details of your order. 

 

Is it possible to cancel my order, once it has been confirmed? 

Once your order has been confirmed, your order will be processed, packed and made ready for shipping usually within 2 working days of confirming your order. During this time, you have the opportunity to contact us at customerservice@mararhomberg.com to cancel your order. However, we are unable to guarantee any cancellations. 

If your order has been dispatched before your attempt to cancel your order, your order will be delivered to you. Upon receiving your order, you will need to follow our Returns and Exchanges policies to manage the return of your order to us. 

 

 

Shipping and Deliveries  

 

Do you offer free shipping? 

At this moment, we only offer complimentary standard delivery on orders over 500 Euros. 

 

Where do you ship to? How long does shipping take? 

Please consult the table below for countries that we ship to, related shipping costs, as well as expected delivery times. 

(*Insert table)

Expected delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorization and/or custom clearance procedures, and/or other factors not within our control. 

 

How long does a package take to be shipped once an order has been confirmed? 

Orders are processed and shipped Monday to Friday, except during bank holidays. We aim to ship your order as soon as possible. An order is usually packed and shipped within 2 working days. 

 

Is my delivery insured? 

Your delivery is insured during transit until it is delivered to you. We ask that you check your delivery once it arrives for damages. Any damage to the packaging and/or the product or any discrepancy should be indicated in writing on the courier’s delivery documents. Following the receipt of your package, we ask that you notify us immediately in writing at customerservice@mararhomberg.com

 

Is signature required upon delivery? 

All orders require a signature upon delivery, at which point insurance on your delivery ceases and responsibility for the shipment passes on to the customer. 

If you have specified a recipient other than yourself for delivery purposes, you accept that signature by the third party is sufficient proof of delivery and fulfillment by Mara Rhomberg. 

Our courier delivers from Monday to Friday during business hours and will make up to two delivery attempts. After the final failed attempt, your order will be returned to us. 

 

Am I able to modify my delivery address once my order has been shipped? 

Once your order has been confirmed, it is not possible to modify your delivery address or any other details of your delivery. 

 

Tracking my order

Once your order has been dispatched, you will receive a shipping confirmation via email with the relevant tracking information, including a tracking number that you are able to use to track the shipping progress of your order. Alternatively, if you have created an account with us and your order was placed via your account, you can log in to check the delivery status of your order under the ‘Order Tracking’ section/you can check the status of your delivery on our tracking portal using your order number or tracking number that can be found in your shipping confirmation.

 

My tracking number does not work or does not exist. What can I do? 

Once your order is dispatched, you will receive a shipping confirmation that includes the relevant tracking information of your delivery, including a tracking number. 

Please note that your tracking number may not work as soon as you receive your shipping confirmation and can take up to 24 hours to activate. We recommend that you allow up to 24 hours to lapse from when you received our email notification before checking again. If your tracking number still does not work following a 24 hour period upon receiving our shipping confirmation, please contact us at customerservice@mararhomberg.com.

 

Customs duties and taxes 

All prices are expressed in Euros inclusive of VAT.

All orders within the EU are shipped DDP (Delivery Duty Paid). This means that all applicable customs duties and taxes are included in the price of shipping and the product. 

For orders outside the EU, orders are to be considered DDU (Delivery Duty Unpaid). This means that all applicable taxes and customs duties are in addition to the price of the product and shall be borne by the customer. 

Unfortunately, we are not able to estimate the amount of these additional taxes and duties. We recommend that you inquire with your local customs office to find out more before placing an order. Duties and taxes are non-refundable and some countries may require you to provide additional information to our delivery partners to receive your orders as it passes through customs. 

China:

Any items shipped to China that are intended for personal use and whose value exceeds 1000 RMB, are subject to a formal customs clearance procedure. Additional taxes or fees may apply. 

 

 

Returns and Exchanges

 

How can I make a return? 

If for any reason you are not satisfied with your purchase, returns of full-price items are accepted within 14 days, beginning with the day you received your goods. 

Returns that are faulty and/or do not meet their full original condition, and/or submitted after the prescribed time frame shall be refused and returned to the sender. We can not be held responsible in the event of loss, theft or damage incurred during the transit of your return and we recommend that returned goods be sent via insured traceable delivery for your assurances. Refunds will be issued, while shipping costs, as well as customs and duties are non-refundable.

To exercise your right of cancellation, please contact us at customerservice@mararhomberg.com, providing us with a written notice of cancellation. Please see our Returns and Exchanges policy for more detailed information and step by step instructions to submitting your return to us. 

 

Do you offer free returns? 

Currently, we do not offer free returns. We do, however, offer a one time complimentary exchange. See our Returns and Exchanges policy for more information. 

 

Do you offer exchanges? 

We provide a one-time complimentary exchange for a different size of the same product or if any of the items in your order was received as faulty or damaged.

To initiate the exchange process and check the product’s availability, please contact us at customerservice@mararhomberg.com. If the product is available, we will hold the replacement item for you until your return has been processed. Once your return has been checked and approved, we will proceed with your exchange, shipping your replacement item to the address of your original order. Exchange of an item is one time only. In the event that the replacement item is dissatisfactory, you will need to return it to us following the instructions in our return policy. 

If you are interested in exchanging your product for a different color or an entirely different style please follow our return policy to return the unwanted product(s) to us and directly place a new order. Return costs shall be borne by the customer and any applicable taxes and duties incurred during the return process will be deducted from your refund.

 

Where is my return? Have you received my return? 

You will be notified via email, once your return has been received by us. If it has been more than 14 business days since you have sent us your return, please contact us at customerservice@mararhomberg.com so that we can resolve the issue together. 

 

When will I receive my refund? 

Once your return has been received, your order will be checked and inspected to make sure that your return adheres to the terms and conditions set forth in our Returns and Exchanges policy. This process is usually completed within 2-3 business days. Once your return has been processed and accepted by us, you will be notified via email and your refund will be reimbursed. 

If your order is canceled before it was shipped, the refund will be processed within 3 business days of receiving the cancellation request. 

Please note that it may take up to 14 business days until the amount is on your account, depending on your payment processor. Your refund will be issued in the form of payment originally used for your purchase.

 

I received my order but it is faulty or damaged. What should I do? 

If your order contains faulty or damaged items, please contact us at customerservice@mararhomberg.com immediately, within 5 business days of receiving your order. When contacting us, please include your order number and photos of such products for us to process your complaint. Once your complaint has been processed and accepted, we will notify you via email to manage your return and refund. In the case of faulty or damaged items, we will resume the responsibility of replacing these items or the return of these items. All costs associated with the order, return or exchange will be borne by us. 

 

 

My Account

 

How do I create an account? 

To create an account, simply click this link and follow the instructions.

 

What is the benefit of creating an account? Can I place an order without creating an account? 

You are not required to create an account to shop with us. It is possible to place and order and check out as a guest. However, creating an account gives us the opportunity to optimize your shopping experience. It allows you to save your addresses for a seamless check-out experience, as well as the possibility to view your order history and easily find tracking information of current orders. It also gives us the opportunity to notify you of new product launches, exclusive promotions and all things Mara Rhomberg. 

 

I can not log into my account. What should I do? 

If you have forgotten your password, click on the “Forgot your password?” link on the log-in page and follow the instructions to reset your password. For further assistance, please contact us at customerservice@mararhomberg.com

 

How can I change the information stored on my account? 

To change any stored information on your account, simply log in to your account at any time and edit the information you wish to change. 

 

How do I keep my account safe? 

In order to keep your account safe, we recommend you follow the suggested steps below. 

  • When setting your password, do your best to come up with a unique password combination. The more unique or personal your password is to you, the more secure it is;
  • Try not to use the same password then the one used for your other accounts; 
  • Update your password periodically; 
  • Reset your password immediately if you suspect that any of your online accounts on any website has been compromised. 

 

How do I reset my password? 

If you have forgotten your password, click on the “Forgot your password?” link on the log-in page and follow the instructions to reset your password.

 

How can I delete my account? 

Please contact us at customerservice@mararhomberg.com if you wish to delete your account. 

 

How can I unsubscribe from your newsletter?

If you no longer wish to receive our newsletters or any other marketing materials from us, you can unsubscribe at any moment by clicking on the unsubscribe link at the bottom of every newsletter. Once you click on the link, simply follow the instructions to unsubscribe.

 

Does my personal information remain private? How is my personal information kept private? 

The security and privacy of your personal data is very important to us. To understand how we process your data, please read our Privacy Policy

 

 

 

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