FAQ RETURNS AND COMPLAINTS
What can I do if I have trouble logging into the returns portal?
Please check if:
- the correct order number and email address were entered
- the order number and email address have been entered in the appropriate field
- the return period has already expired
If you continue to have difficulties, please contact our customer service.
What can I do if the return period has already expired?
Please note that the return period is 30 days from receipt of the goods.
Furthermore, returns are unfortunately not possible .
How do I return an order if it was shipped in multiple packages?
Multiple packages - same order number: You can use the returns portal multiple times in a row for the same order number if you want to return multiple packages.
Important: Please select the items from the first package first, then the remaining items. If there is enough space, you can combine multiple shipments with the same order number into one package. Different orders: Please return them separately; this is the only way we can process the return.
How can I return an item from the online shop?
You can return unworn items to us free of charge within 30 days of receipt .
Since sustainability is a fundamental principle for Marc O'Polo, we have stopped using paper return receipts .
Please provide your email address and order number , and select the individual items and the corresponding quantity you wish to return. We will then send you a digital QR code . Please present this when you drop off the package.
Alternatively, you can print out a return label and attach it to your package. You can then take the package to a drop-off point or post office.
Don't forget to ask for proof of postage for the return shipment.
How will my return be settled?
Invoice payment:
In the event of a return when paying by invoice, the overpaid amount will be credited to the original account within a few days.
Credit card:
When paying by credit card, the amount will be credited to your credit card account.
PayPal:
When using PayPal, the amount will be credited to your PayPal account.
Klarna:
When using Klarna, the amount will be credited to your Klarna account. In the event of a return or complaint after delivery, you can use the "Report a problem" option with Klarna to pause the payment and avoid reminders.
Cash on delivery: When paying cash on delivery, send an email to our customer service after the return, stating the circumstances, the invoice number, and your bank details. The overpaid amount will be transferred to your account. Gift voucher: When paying with a gift voucher, the refund will be made to the voucher.
How can I see the status of the return?
Returns typically take up to 5 business days . You will receive an email notification upon receipt. In case of unusual delays , please track your shipment using the tracking number or contact our customer service.
Can fragrances and hand care products be returned?
Unisex eau de parfum, room fragrance, and hand care products can only be returned unopened .