Returns and complaints
Returns & Complaints
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 . To do so, simply open the returns portal and log in with your order number and email address : GO TO RETURNS PORTAL. Follow these steps to register your return:
- Select the items you wish to return and provide a reason .
- Choose your preferred return method : Generate a QR code and show it when you drop off the parcel at the drop-off
- point/post office OR print out the return label , attach it to the parcel and then take it to the drop-off point/post office .
How can I return an item from a Marc O'Polo store?
It is best to return items that you purchased in a Marc O'Polo store there .
With our store finder you can easily find the nearest Marc O'Polo branch in your area.
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.
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.
Are complaints accepted?
At Marc O'Polo, quality, flawless craftsmanship, and attention to detail are paramount. While our standards are generally high, occasionally items may not meet these standards. We apologize for such cases and offer you the opportunity to file a complaint.
Simply contact our customer service at support@helpall0rder.com , provide your order number, and briefly describe the defect.
For items purchased from Marc O'Polo stores, you can submit a complaint at any of our brick-and-mortar stores. Use our store finder to find your nearest Marc O'Polo store.
How is a complaint settled?
As soon as your complaint is accepted by our customer service , a full refund will be made to your account.
If you have not yet included your bank details (IBAN, BIC, bank name, and name) in your complaint, you can simply send them to us by email .
Can I return an item from the online shop to a store?
You can return items ordered from our online shop to a participating Marc O'Polo store . From there, your package will be sent directly back to our online warehouse. The amount will then be refunded to you by our online shop.
You can find an overview of our branches here .
An exchange or payout in the store is not possible.
How does an exchange work?
An automatic exchange of an item is currently not possible . If you would like a different version of an item you received, you will need to reorder it. You can easily request the return documents for the unsuitable item via our returns portal.
To do so, please follow the instructions under the question above: "How can I return an item from the online shop?"
How can I see the status of the return?
A return usually takes up to 5 working 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 I have an item repaired or cleaned?
If you have any questions about cleaning or repairing your purchased item, we are happy to help.
Please note, however, that we do not offer our own repair or cleaning services.
Are there spare parts?
For spare parts , please contact our customer service.
We cannot guarantee that the requested part will always be available, but we will endeavor to offer you a suitable replacement.
Can I return swimwear?
Yes, provided the sanitary pads and tags have not been removed.
However, it is recommended that you always try on swimwear over your own underwear.
Can fragrances and hand care products be returned?
Unisex eau de parfum, room fragrance, and hand care products can only be returned unopened .
What can I do if I have trouble logging into the returns portal?
Please check if:
- The correct order number and email address have been entered
- The order number and email address have been entered in the appropriate field
- The return period has already expired
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 . Unfortunately, returns are not possible after this date .
How do I return an order if it was shipped in multiple packages?
If you have received multiple packages with the same order number , you can use the returns portal for that order number multiple times in a row . Please register each package for return separately.
However, if you received multiple packages with different order numbers , please return each package separately . This is the only way we can process your return correctly.
How do I get a second return label?
You can use the returns portal multiple times if you want to return several packages.
Please note: Register each package one at a time and individually to receive a separate label for each one .