Frequently Asked Questions
HOW DO I PLACE AN ORDER?
Shopping on Marie-Chantal is easy. Browse through our collection and once you come across an item you like, simply select the appropriate colour and size and click ‘ADD TO BASKET.’ To check the items in your basket, simply click on the little basket icon on the top right corner. Once you are ready to place your order, select ‘PROCEED TO CHECKOUT’ at the bottom right hand side of the page to be redirected to complete your order.
WHEN WILL I RECEIVE CONFIRMATION OF MY ORDER?
Once you place your order, an order confirmation email will be sent to the email address provided at time of checkout. Please allow a few minutes for this come through. If you have not received this within an hour, please contact Customer Support.
WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE?
Marie-Chantal Ltd currently accepts Visa, Mastercard, American Express, Visa Debit, Visa Delta, Electron, Paypal and Marie-Chantal Gift Vouchers.
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
You are not required to create an account with Marie-Chantal in order to be able to place an order with us however if you do create an account with Marie-Chantal, you will be able to keep track of all your orders and follow its status.
I’VE FORGOTTEN MY PASSWORD TO MY ACCOUNT, WHAT CAN I DO?
Simply click on the ‘Forgot My Password’ link under the password column and a password regeneration link will be emailed to you.
WHEN WILL MY ORDER BE DISPATCHED?
Stock permitting, all orders are dispatched within 24 hours. Items purchased over the weekend or on UK Bank Holidays will be sent out the next working day. Due to high level of activity, orders placed during promotional periods may take longer than usual.
HOW WILL YOU SHIP MY ORDER AND HOW CAN I TRACK IT?
All orders are sent using DHL Express which once dispatched, will be delivered the next working day within the UK. Once your order has been dispatched, you will receive an email update from us with the tracking information as well as SMS notification of the delivery time bracket from DHL.
CAN YOU DELIVERY TO P.O. BOXES?
Unfortunately we are unable to deliver to P.O. Box Addresses as our courier agents require a signature proof of delivery.
DO YOU SHIP TO MY COUNTRY?
Marie-Chantal currently offers domestic and international shipping methods to over 200 destinations across Europe, Asia and USA as well as Central and Latin America. To find out whether we are able to offer shipping services to your country, please contact Customer Support to find out more.
WILL I HAVE TO PAY IMPORT DUTY IF I AM PURCHASING FROM ABROAD?
At Marie-Chantal, we believe in providing a smooth and seamless shopping experience from the second you place your order up until the point to your doorstep so we are pleased to be able to offer all shipments leaving outside of the EU on a DDP (delivery duties paid) service. To find out more about the importing goods into your country, we recommend contacting your local customs office.
HOW CAN I CANCEL MY ORDER?
Orders can be cancelled by emailing us at firstname.lastname@example.org. Please note that orders cannot be cancelled once goods have been dispatched, therefore goods must be returned following our returns policy.
HOW LONG DO I GET TO RETURN MY ITEM?
If for any reason you are unhappy with the items received, you have up to 28 calendar days to return the items to us. Please notify us within 14 days of receiving your item/s if you would like to return them back to us. You then have a further 14 days to ship the item/s back to us. Please note the cost of the return is at your own expense. All items must be in their original condition, unused with all original tags and packaging. Marie-Chantal Ltd. will not accept items that have been worn, soiled or if the tags have been removed. Sale items must be returned within 7 days of receipt. Items returned after this period will not be accepted. Please note, made-to-order custom jewellery pieces are non-refundable unless the item is found to be faulty or defected.
I STILL HAVEN’T RECEIVED MY REFUND. WHEN WILL YOU PROCESS THIS?
Please allow up to 5 working days from the date the item arrives back with us. We will notify you through email as soon as your refund has been finalised.
I’VE RECEIVED A DAMAGED OR FAULTY GOOD, WHAT SHOULD I DO?
All items are carefully inspected before being dispatched. They are perfectly handed to our courier agents as we carefully place the items in our iconic Marie-Chantal dust bag and then into a paper box with a protective cardboard sleeve over it. In the instance your item arrives in an unsatisfactory condition please contact us on email@example.com to arrange a replacement. Marie-Chantal Ltd will reimburse the return shipping costs of the damaged items.
WHAT ARE THE TERMS AND CONDITIONS FOR THE USE OF MARIECHANTAL.COM?
The terms and conditions can be read here.
DO YOU OFFER TAX-FREE SHOPPING?
Baby-wear and children’s clothing and shoes are VAT exempt/Non-Taxable products therefore VAT is not applied to our prices.
WHERE DO I SEND MY RETURNS?
Please return your item(s) within 28 days to the following address:
Marie-Chantal Ltd - Returns
ePoint Medway - Noatum Logistics
James Swallow Way, Hoo, ME3 9GX
Marie-Chantal Ltd. is not responsible for return delivery costs unless the item is found to be faulty/damaged. Marie-Chantal Ltd. is also not responsible if items are lost during transit. We suggest obtaining a stamped ‘certificate of posting’ and retaining this as proof of postage until the refund has been credited to your account. We also advise selecting a reliable service with tracking available. Once the product/s arrive back at our warehouse, Marie-Chantal Ltd. will examine the item/s and if deemed faulty a full refund will be honoured. Please include a copy of the postage receipt so we can reimburse you for this too.
CAN I RETURN AN ITEM IN A STORE?
We are sorry but goods bought on the Marie-Chantal website cannot be returned in store or to our stockists.
I’VE RECEIVED A MARIE-CHANTAL GIFT CARD. CAN I REFUND THIS FOR CASH INSTEAD?
Gift cards cannot be returned or exchanged for cash. All returned items paid using a Marie-Chantal gift voucher will be credited onto an online Gift Voucher Code to be redeemed for future orders.
MC'S PRODUCTS CARE INSTRUCTIONS:
-Machine wash cold with like colours.
-Do not tumble dry
-Do not dry clean
Kindly note, it is standard for 100% cotton garments to shrink 3-5% upon washing.
We suggest washing in cold water and allowing to air dry.