Shipping & Returns
SHIPPING
Shipping costs are calculated at checkout, before payment, based on your location and items ordered.
FREE SHIPPING
Shipping within Europe is free for orders over 100 EUR.
ESTIMATED DELIVERY TIMES
Germany: 1-2 working days
EU: 4-8 days
USA: 7-15 days
Canada: 7-15 days
Rest of the world: 7 - 21 days
Allow an additional 1 - 2 days for customised or personalised items.
Please note that shipping times may be extended due to holidays and weather conditions.
Please note that Marsens is not responsible for any customs fees, import duties or taxes incurred for international deliveries outside the EU - these are the sole responsibility of the recipient.
For countries that are not members of the EU, such as the UK, Iceland, Norway, Turkey and Switzerland, customs duties may apply.
ITEMS ON PRE-ORDER
If an item is on pre-order, we will hold your entire order until the item arrives. We will then ship your entire order in one piece. This saves you shipping costs and packaging. If you don't want to wait, please order your items separately.
Please note that while we make every effort to deliver your items in time for the pre-order dates listed on our website, there may be delays in delivery due to, for example, production delays, stock not arriving as scheduled or customs clearance delays. We will always keep you informed as soon as we learn of any such obstacles.
DELAYED DELIVERY
We will do our best to deliver your order as quickly as possible, but delays may occur.
Use your tracking number and contact us directly if there is a problem.
Marsens is not responsible for and has no control over shipping/transport delays once the item is in the hands of the courier. Customs clearance and weather delays are the most common and can affect the above shipping times.
If you have been waiting longer than the estimated delivery time stated for your order, please contact us immediately.
We will do our best to help you.
CHANGES TO YOUR ORDER
Please choose carefully, if you have any changes to your order, please let us know within a maximum of 12 hours of placing your order. This is especially true for personalised orders.
We are unable to change a delivery address or order preference once it has been passed to our shipping department.
ORDERS RETURNED TO SENDER
Please ensure that your delivery information is correct. If an attempted delivery fails, please collect your package from the specified post office within the specified time frame. If your orders are returned to us because you provided incorrect information or your package was not collected from you in time, you will be charged a re-shipping fee.
IMPORT DUTIES + CUSTOMS
We are not responsible for any customs fees, import duties or taxes incurred on international deliveries outside the EU.
For countries that are not members of the EU, such as the UK, Iceland, Norway, Turkey and Switzerland, customs duties may apply.
If an order cannot be delivered to a destination because payment of import tax is refused, the address is incorrect, multiple attempts have failed or for any other reason, the order will be returned to us. An additional shipping charge will apply to reship your order.
PAYMENT
You can make your payments securely through our shop using Visa, Mastercard or PayPal. Payment is processed automatically once an order has been placed at the checkout.
RETURNS + DAMAGED PRODUCTS
When making a purchase from Marsens, please choose carefully! In order to provide every customer with a beautiful, brand new product, we cannot accept returns. If something you have ordered arrives damaged or faulty, please contact us immediately and provide us with your order number, a description and a photo of the damage.
LOST IN TRANSIT
If your order shows as 'delivered' but you have not received it, please contact us immediately via the contact form or at hello@marsens.de.