Here you will find the most frequently asked questions about our MARC AUREL online shop, including answers.
Order & Payment
Delivery & Return
Privacy Protection
Contact
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Order & Payment
Do I need to set up a customer account to order?
No, you do not necessarily need to set up a customer account to order. We only need some personal data, delivery adress and billing adress.
Are items in my basket automatically reserved for me?
Unfortunately, the items in your basket cannot be reserved for you.
Will items that are sold out be available for delivery at a later point in time?
Items that are sold out may become available again, so it is always worth checking our online shop for your desired product. In addition, you can leave your email address via the letter-symbol below the requested size, therefore you get informed in case the article is available again.
How can I pay?
We offer different payment methods from which you can choose the one you are most comfortbale with. We offer e.g. credit card, PayPal, Google Pay, Invoice via Klarna, Klarna Pay Later, Amazon Pay, Ideal, Bancontact, Multibanco, MB Way. For more information click here.
How do I redeem a gift card?
You can redeem a gift card in your shopping cart after selecting a product. Please consider following aspects when redeeming a gift card:
- Only gift cards of MARC AUREL can be redeemed.
- Only one gift card can be used for one order.
- The articles need to fulfill the conditions which are determined on the gift card.
- The value of ordered products needs to be higher than the value of the gift card.
The item I bought is now offered at a lower price. Is a refund of the difference possible?
Prices in our shop may change at any time due to seasonal sales or promotions. Please understand that we cannot grant subsequent refunds for orders that have already been placed. The price shown at the time of the order always applies.
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Delivery & Return
How much are the shipping costs?
We offer the shipping method DHL Standardversand International. This costs between €5.90 and €7.90 for delivery within the EU. You can find a detailed overview of the current shipping costs for all delivery countries here. Return costs are always included. In some countries, we also offer faster shipping with DHL Premium.
Which countries are currently available for delivery?
We deliver to all countries of the European Union, except of Malta. New is shipping to Ireland. To find more information, click here.
How long will it take until my order arrives?
The delivery time by DHL Standardversand is usually approx. 3-6 working days after ordering. Unfortunately, we cannot process your order on Saturdays, Sundays or public holidays.
In Germany, Austria, the Netherlands and Belgium, you have the option of choosing the DHL Premium service for €7.90. If we receive your order Monday to Friday (excluding public holidays) by 12 noon as DHL Premium, it will be processed by us and handed over to DHL on the same day. Otherwise the order is guaranteed to be processed by us on the next working day. Delivery usually takes place on the following two working days. Please understand that we no longer have any influence on the delivery time once the parcel has left our warehouse. When shipping with DHL Premium, the parcel does not have to be accepted in person.
How can I track my delivery?
As soon as your order leaves our warehouse, we will send you a shipping confirmation email with the delivery details and a link to track your parcel online.
How do I return my order?
1. Use the return document, that came along with your order and fill in the reason for your return.
2. Place the return form, together with the items in a suitable bag or box, e.g. the one you received your parcel in.
3. Attach the self-adhesive return label to your return parcel. You are misssing the return label? Please find advice in paragraph My package did not contain a return label. What am I supposed to do now?
4. Take your parcel to any convenient DHL-Post office within 14 days. Please remember to get proof of postage and wait until we received the package and refunded the money to your bank account.
Is it possible to collect separate orders into one and send it back as one return parcel?
It is possible to send back seperate orders as one return parcel. Please remember to add every return form to your return order, so we can differenciate between the orders.
My package did not contain a return label. What am I supposed to do now?
Unfortunately, it is currently not possible to enclose return labels with parcels outside Germany. Please contact our MARC AUREL customer service via email or telephone. They will send you a return label free of charge via email, which you can print and attach to your parcel. Alternatively, you can take your parcel to any convenient DHL- post office and let the post office scan and print the return label for you. Please remember to keep the proof of postage until we send you an arrival-of-return notice.
I have returned an item, when and in which form will I get my money back?
Once we have received the return you will receive a confirmation email to notify you of the number of items returned and the amount to be refunded. The money will then be refunded by the same payment method used to make the initial purchase.
Is it possible to exchange a returned item?
Unfortunately, it is not possible to exchange a returned item. But you can order the requested item in our shop again and send back the other one free of charge back to us.
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Privacy Protection
How are my personal data used for orders protected in the MARC AUREL Shop?
Throughout the ordering process, all personal data are encrypted before you leave your PC and transmitted on the Internet. To do so, MARC AUREL uses the acknowledged safe “Secure Socket Layer” (SSL) with an AES 256-bit encryption. Strangers cannot read the encrypted information such as your name, address or credit card provided when placing your order. To find more information, click here.
What are cookies? And what are they used for?
Cookies are small datasets that are saved from our website to your hard drive and facilitate recognisability. We use cookies in order to perform frequency, page usage and marketing evaluations. For all evaluations, we use cookie information exclusively without connection to personal address data so that they are fully anonymous. The use of cookies on the Internet is standard practice and improves the ease of use for site visitors, in that web pages can be better tailored to their requirements. The cookies generated by us remain on your computer for an undefined period and can be deleted by you at any time.
You can disallow or change cookie settings at any time or prevent their use in advance using the security settings of your browser. You can find the cookie settings here.
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Contact to MARC AUREL
How can I find MARC AUREL Stores near me?
Use the Storefinder to locate your nearest MARC AUREL Store. Select your country and enter your postcode or your place of residence into the corresponding field. Then click on "Search".
Who should I contact if I have questions about the MARC AUREL Shop?
In the case of questions that refer to our MARC AUREL Shop, feel free to reach out to our Customer Service Team.
Email: eshop@marc-aurel.com
Phone: +49 5241 945 262
WhatsApp: + 49 151 227 376 89
Service hours: monday-thursday: 9am – 5pm | friday: 9am -1pm