Delivery & Shipping

Delivery & Shipping

Where do I enter the shipping address?

When ordering, enter your desired shipping address under " Delivery Address ." For a different billing address, use the " Different Billing Address " step. Choose from saved addresses or add a new one.
As a member of Marc O'Polo MEMBERS, you also benefit from free in-store pickup (Click&Collect).
If you are unable to complete your order because the address you provided is unknown , our customer service team is available to help you.
Will I receive a shipping confirmation and delivery status for my goods?

You'll receive an email with the good news that your package is on its way, including the tracking number . This number allows you to check the delivery status at any time on the shipping provider's website.
For Marc O'Polo members who use Click&Collect or Reserve&Collect , there will be a pickup notice as soon as the parcel arrives at the store.
You can also view the status of your order in your customer account . Log in to the online shop, go to "Orders," and click on "Track Shipment ." There, you'll find all relevant information as soon as the package has been handed over to the shipping service provider.
Which shipping providers are available and how long do the delivery times take?

Within Germany, we recommend the reliable services of Deutsche Post: DHL Go Green or DHL Express. If you prefer Hermes , this option is also available.
You make your selection when completing your order under "Delivery with":
DHL GoGreen (climate-neutral shipping): Delivery time approx. 2-3 working days
Hermes: Delivery time approx. 2-3 working days
DHL Express: Delivery time approx. 1-2 business days (orders from Monday to Thursday before 12 noon)
How much are the shipping costs?
Orders over 60€ are free of delivery, orders under 60€ are subject to a courier fee of 5.99€.
  • Returns are free of charge .
  • Shipping costs will only be refunded if you return the entire shipment .
  • Unfortunately, this is not possible in the case of a partial return .
What should I do if I received an incorrect/defective/dirty item or a damaged/incomplete/unordered delivery?

Please report incorrectly delivered, defective, or dirty items in the returns portal , stating the reason for the return. Please note that there is no automatic exchange. You will need to reorder the item. In the case of damaged or incomplete deliveries, please take photos as proof and check the delivery for completeness. If any items are missing from your order, please contact our customer service.
For unrequested deliveries: Please do not accept the package. If you have already accepted it, please return it with a note inside the package.
My package was not delivered

Your order will usually be delivered to the specified address within 2-4 business days . If you are still waiting for your package after 4 days , please check the following:
Check the shipment status using the tracking number sent to you via email or available in your online shop account. Log in and click " Track Shipment" in the "Orders" section .
  • Make sure the delivery address provided is correct.
  • Check to see if a neighbor has accepted the delivery.
  • Check whether the package has been left at the nearest post office .
  • If you still don't know where your package is, please contact our customer service.
How do I change my delivery address?

Please note that you can only change the delivery address before placing your order.
Once you have clicked the “ Order now ” button during the ordering process , we are unfortunately no longer able to change the delivery address.
To change the address stored in your customer account , please contact our customer service.
Is there a pickup service for returns?

Marc O'Polo does not currently offer a returns or complaint collection service .
If necessary, you can request this directly from the shipping provider.
Please note that this may incur additional costs , which we will not cover.
What can I do if the system doesn't recognize my address?

If the address you entered is correct, simply continue . It may happen, for example, that new residential areas have not yet been integrated into the system, but even in these cases, ordering will still work without any problems .
Can someone else pick up my Click & Collect order for me?

Yes, you can authorize another person to pick up your Click & Collect order. Simply fill out the authorization form and bring it with you to the MARC O'POLO store.