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FAQ's 

 

 

 1. HOW DO I MAKE MY PURCHASE?

 

 

You can purchase any items we have on our online shop. Firstly you’ll need to select the item and choose a size, then click the Add to Bag icon. Your chosen item will be in your ‘Bag’ now! You can check what’s in your shopping bag anytime you feel like whilst you’re on our website and to do this just click on ‘Bag’ in the top right corner of the screen :)

To proceed to checkout and purchase your chosen M’A items, click on ‘Bag’ and then select ‘Checkout’, and you’ll be directed to our one-page checkout page. Here you can enter the billing and shipping address. Also make sure to unselect the ‘Ship to same address’ box if you don’t want your order to be shipped to the same address for billing! Follow the prompts to select a shipping and a payment option and enter your card details, or Paypal account you’d like to pay with. And don’t forget to write the discount code and click ‘Apply Discount’ if you have one! You’ll also need to accept our T&C's in order to place an order. Once an order is placed, you’ll receive an order confirmation email and within 48 hours you’ll receive a dispatch confirmation and tracking number from our warehouse. If you have any problems, please contact our customer care at onlineshop@marquesalmeida.com - who are around to answer any questions between 10am and 5.30pm (GMT), Monday to Friday.

 

 

2. DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

 

 

You don’t need to create an account to shop with us :) If you create an account with us you’ll be able to keep track of your past orders, save your address and card details for a quicker checkout next time and you can add ‘Out of stock’ items and pieces you love to a wish list to save up for! We’ll also notify you if an out of stock item that’s on your wish list is restocked! Sometimes we’d also send you nice emails and special insight from us which might be discount codes and exclusive events :D

 

 

3. HOW DO I RESET MY PASSWORD IF I’VE FORGOTTEN IT?

 

 

Simply click on ‘Account’ at the top right corner of the homepage, then click on ‘Forgot your password?’ and follow the instructions to replace your password. Super easy and straightforward!

 

 

4. HOW CAN I CHOOSE THE CURRENCY I PAY IN?

 

 

When you arrive at the M’A website, you’ll be viewing the international version of our website which is set to £ (Pounds sterling). To change the currency for those of you in other parts of the world, just select either €, $ and £ at the top right hand side of the screen :)

 

 

5. HOW DO I FIND A SPECIFIC ITEM?

 

 

If you’re looking for something specific then you can click on ‘Search’ in the top right-hand corner of the website page and type in some keywords or a specific product name! Just press enter and it will appear :) Or you can browse through the categories under the ‘Shop’ menu. If the item you are looking for doesn’t appear in the selected category but you’re sure it’s on our online shop then click ‘View all’ under the ‘Shop’ menu and you should find it.

 

 

6. HOW DO I KNOW IF AN ITEM IS IN STOCK?

 

 

Most items shown are in stock. Yay! If you click on an item in our online shop, then the product page will open – this is where you will see more information about the item like size options, composition and more detailed images. On the right side of the page under ‘Select Size’ you’ll see the available sizes that are in stock and if there aren’t any available it will say ‘Out of stock’ :( If you wish to know about when an item will be restocked then you can contact our customer care team at onlineshop@marquesalmeida.com and we’ll do our best to help you get the out of stock item!!

 

 

7. WHAT PAYMENT METHODS DOES MARQUES ’ ALMEIDA ACCEPT?

 

 

We accept American Express, Visa, Visa Electron, Mastercard, Diners Club, JCB and Paypal. Lots of options here :)

 

 

8. IS IT SAFE TO USE MY CREDIT CARD ONLINE AT MARQUES ’ ALMEIDA?

 

 

Security is super important to us! We work hard to ensure your purchase is safe and secure. All our orders go through SagePay.

 

 

9. HOW CAN I CONTACT MARQUES ‘ ALMEIDA CUSTOMER CARE?

 

 

You can email our customer care team at onlineshop@marquesalmeida.com and we’ll be able to answer your questions between 10am and 5.30pm (GMT), Monday to Friday. Just let us know !!

 

 

10. HOW WILL I KNOW IF YOU HAVE RECEIVED MY ORDER?

 

 

After you place your order, you will receive an order confirmation email automatically from our website. When your order is dispatched you will receive an email with the shipping information and tracking number, so you can check your order’s status. The shipping provider will then send you an email with the day and time of the delivery :)

 

 

11. WHEN WILL I RECEIVE MY ORDER?

 

 

We want you to have your order as soon as we can get it to you, so we aim to dispatch all orders within 48 hours for standard shipping and 24 hours for express shipping :) All our online shop orders will be delivered on weekdays between 9am and 5pm. During those crazy busy periods such as when there is a special online shop sale or over Christmas there may be a slight delay with your delivery. Sorry about that! Also any dates quoted for delivery are approximate and we cannot be liable for any delay in the delivery of the products however it may be caused. If we just aren’t able to deliver your products by the date quoted for delivery then you are absolutely entitled to cancel the order at any time before the delivery takes place. If you place an international order, we can’t be responsible for delays caused by customs :( and if we haven’t delivered your order within 21 days from the first date of delivery you have the right to cancel the order (but please allow more time for delivery around Christmas and during busy sales times). For security reasons, so we make sure the right person gets their new M’A pieces, all orders must be signed for upon delivery.

For full details on the delivery process, see our Delivery policy page.

 

 

12. HOW DO I KNOW IF YOU ARE SHIPPING TO MY COUNTRY?

 

 

We are able to deliver to most global locations but if you do not live within the United Kingdom, or any of the destinations listed then just send us an email and we’ll check if we are able to ship also to your country :)

 

 

13. AM I ABLE TO TRACK MY ORDER?

 

 

Yes. When we dispatch your order for delivery we’ll send you a unique tracking number by email! So then you can keep updated with the status of when your M’A online shop order is – a link to the shipper’s tracking website will be provided in the same email. If you have any problems with this then you can email us and we are happy to help!

 

 

14. HOW DO I RETURN AN ITEM?

 

 

You have up to 14 days after receipt of an item to return it. Please make sure your items are returned new, unused and with the tags still attached. Returns that do not meet our returns requirements will not be accepted and will be sent back to you. To make a return you’ll need to send us an email requesting a return with the returns form completed and attached to the email. For a Step-by-step guide to make a return click here!

 

 

15. WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

 

 

Your refund will be issued to the account that you paid with, or as a MARQUES ‘ ALMEIDA credit note. It’s up to you! Express shipping costs are not refunded, unless your items are faulty. All sales taxes are included in your refund if your order has been sent to a destination within the EU but outside the EU, customs duties and sales taxes are non-refundable :( You may be able to recover these costs by contacting your local customs bureau directly though.
 Please note that it can take up to 30 days for the refund to appear in your account so please be patient with us!

 

 

16. I HAVE RECEIVED A FAULTY PRODUCT. WHAT CAN I DO?

 

 

The products may differ slightly from the images shown on the website, which may be caused by your display settings on your computer or device. Sizes and measurements are approximate only too. If you have received a faulty product, which is an item that you received in a damaged condition or that has a manufacturing fault, then you will need to send an email with photos of the faulty item to our customer care team. You have 30 days after receipt of the item to get in touch with us here :) A specialist team will inspect any item returned as faulty and any items that have been subject to wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is available and in case we can’t offer you a replacement, we’ll offer you a credit note or a refund to the value of the item at the time of purchase and any shipping costs occurred too J Please note that refunds will be issued to the same account which you paid with and can take up to 30 days to be received subject to your bank’s refund regulations.

For full details on the exchange or return process of a faulty product, see our Returns & Exchanges policy page.

 

 

17. DO YOU REPAIR THE ITEMS?

 

 

We are unable to provide a repair service to our customers unfortunately but if you purchase a faulty item you can return it to us and we’ll replace it free of charge.

 

 

18. HOW DO I EXCHANGE AN ITEM?

 

 

We can only exchange items for the same product in a different size and colour, and this also depends on stock availability. You have 14 days after you receive the item to get in touch with us. If we are not able to exchange your item because we don't have the replacement available you can decide to simply return the item.

Please bear in mind that we’ll send you your exchanged item once we receive the original item at our warehouse and our team has checked it for wear and tear. You’ll need to cover the return of the item cost and the shipping for the replacement item. Please note also that any taxes and duties will have to be paid by you for the replacement item and original item’s delivery. For full details on the exchange process, see our Returns & Exchange policy page.

 

 

19. HOW DO I CANCEL MY ORDER?

 

 

If for some reason you need to cancel your order then you have three hours after the order confirmation e-mail to let our customer care team know. Email us here: onlineshop@marquesalmeida.com. We can cancel an item, and we can also change the size or edit your billing and shipping details if needed. 


 

 

20. DISCOUNT CODES

 

 

Every now and then we like to send you discount codes by email or other nice promotions :) When you add a discount code or other promotional codes to your shopping bag at the checkout, you need to click ‘Apply code’ for it to be applied to your order value. Any refund of an item purchased with a discount will be the same value at which you bought it at and the discount itself will not be refunded.

 

 

21. DO I HAVE TO PAY DUTY AND IMPORT CHARGES?

 

 

If your order is being shipped outside of the EU, the shipping company will contact you by phone to let you know that your online shop order is being held at your country’s customs centre and that you’ll need to make a payment to the local authorities. There could be a delay in delivering your order if you don’t pay the charges immediately. Paying any customs duty, import taxes and duty charges are your responsibility, and the local authorities will hold your order until you have paid the charges. Once you have paid your online shop order will be delivered to you.

 

If for any reason you don’t pay the import or duty charges then Marques’Almeida have the right to charge you for any additional costs that might be charged to us because of this.

 

 

22. IS MY PERSONAL INFORMATION KEPT PRIVATE?

 

 

Please be assured that we consider all of the information you share with us to be absolutely private and confidential. At no point will we share, rent or sell your personal information without your consent!! For further details, please read the MARQUES ‘ ALMEIDA Privacy & Cookies statement. When you create an account with us we ask you to provide us with your name, postal address and email address. We will only use these details to send you emails letting you know of new product launches on our online shop and other exclusive M’A announcements. And if you ever wish to opt out of these emails then you can unsubscribe any time by clicking ‘Unsubscribe’ which is at the bottom of every newsletter.

In order to process credit-card orders online we require additional information including your billing address, shipping address, telephone number, credit-card number and credit-card expiration date. We only use your billing and credit-card information to process your order and let you know you of its delivery. Please note that MARQUES ‘ ALMEIDA does not keep any of your details on the MARQUES ‘ ALMEIDA website, and therefore these details are protected from any breach of security on the MARQUES ‘ ALMEIDA website.