Safe ordering

All orders placed with us are protected by SSL certification.

Online Shop Customer Service

+49 (0) 7471.709 - 42 42

Monday - Thursday 9.00 a.m. - 6.00 p.m. and Friday 9.00 a.m. - 4.00 p.m.

Free returns

You can return any of the items you purchased in the Marc Cain Online Shop (including sale items) for free within 14 days of receiving the items. Please use the box the items you ordered came in to return them to the sender. You can find a return note and sticker in your delivery that you can use to return items easily and free of charge.

One return shipment per parcel is free. 

Alternatively, you can also take return items to selected Marc Cain Stores. You can find a list of participating stores in the Help menu.

Flexible payment

General payment options:

  • Payment per credit card (Visa, Master Card and AMEX)
  • Payment via PayPal 

Payment options for selected countries only:

  • Payment on account (only DE and AT after positive result of address and credit check)
  • Payment via Klarna (only DE, AT, FI, NL, BE, ES, IT)
  • Payment via iDEAL (only NL)

Placing an order

You can order from our Marc Cain Online Shop at any time, at your convenience. Please note that we cannot accept orders placed by e-mail, letter or fax. The goods offered in our Online Shop are exclusively targeted at consumers aged 18 years and over. You can order by phone via our customer service hotline, subject to payment on account, if you are domiciled in Germany or Austria.
The maximum order amount for online purchases is € 3,000.00. All goods will be sold in retail quantities only. The maximum order amount for payments on account is subject to a positive credit check. When you place your first order, please ensure that the delivery and billing addresses are identical. The delivery and billing address must always be in the same country.
Placing an order
Once you have selected one of our products and picked the correct size, you add it to your virtual shopping basket by clicking on “Basket”. Items in your shopping basket will not be reserved.  You can easily access your basket by clicking on the basket symbol in the top right corner of the page, allowing you to look at and edit its content at any time. To order the products you selected, proceed to the checkout by clicking on “To Checkout” and complete the steps of our secure order process as shown to you.
First, you will be asked to provide your e-mail address. This will allow us to determine whether you already have a customer account or not. Entering your password will take you to the order form. If you do not yet have a customer account, you can create one now to manage your order and contact details at a later time and to benefit from a range of extras and advantages, such as order history and advanced order tracking. Alternatively, you can also place an order as a guest. No customer account is created if you choose this option, and the aforementioned advantages will not be available to you. However, you can still decide to create a customer account during a later visit.

If you do already have a customer account, you can log into your account at any time by clicking on the account icon in the top right corner.

In the next steps of the order process, we will ask you for your personal details, shipping method and payment method. You may enter a different delivery address to have your parcel sent to an address of your choice, to one of the Marc Cain stores listed or to your local DHL parcel station. The invoice will be included in the delivery and will not be sent separately. If your delivery is divided into several shipments, each of them will include an invoice. Shipping costs are charged only once and are listed in the first (partial) invoice.  The billing and delivery addresses must be in the same country.
The last step will show you an order overview that allows you to check and edit all details. The order process will not be completed until you click “Order and pay”, at which point you will be redirected in accordance with whichever payment method you have selected. 
Once the payment is completed, you will be redirected back to the Online Shop and will be shown a confirmation page. This page will also include the order number that you need to contact our customer service team if you have any further questions.
Once your order was successful, you will also receive a confirmation of receipt via e-mail. You will receive a dispatch confirmation by e-mail once we have shipped your order.
If you have not received a delivery 7 days after having received the shipping confirmation, please contact our customer service.

Changing/cancelling an order
For technical reasons, it is not possible to change sizes, colours, quantities or the delivery address once we have received your order. It is therefore necessary that you carefully review your order before you place it.

Product availability
The product overview will show all products available at the time of your visit. Unavailable sizes will be indicated as such and you have the option of asking to receive a notification once they become available again.  
It is possible, but rare that several customers are clicking on an item simultaneously, causing it to be shown as unavailable when placing the order. Unfortunately, it is usually not possible to back-order items that are sold out. If this is the case, we will inform you via e-mail that the item is sold out. In individual cases, it might be that an item becomes available again at a later point as a result of returns.

All orders placed with us are protected through SSL certification.

Payment

Payment with credit card

You can pay with the following credit cards in the Marc Cain Online Shop:

  • MasterCard
  • VISA
  • American Express

To pay with a credit card, you will need the 16-digit card number, the start and expiry dates and the check digits (also referred to as CVV/CVC). For VISA and MasterCard, the check digits are the last 3 digits in the signature field on the reverse of the credit card. For American Express, you can find the 4-digit check code on the front, on the right hand side above the card number.

EU Directive PSD2:

In accordance with this EU Directive, you will be asked to confirm your identity in a separate step when paying online. This additional authentication is to ensure that it is indeed you who are using your card. Such authentication may involve a code that you receive from your bank by text message or e-mail or a fingerprint through your banking app (2-step authentication). If you have not done so already, please ask your bank which options they offer to make your card payments even more secure.

You will be asked for the code after you entered your credit card details (step 2 Payment method) and after you have submitted your order (step 3 Review order & place order). When you place your order, a page with a form of your credit card provider will open where you enter the code or where you will be asked to authenticate the payment on a second device (2-step authentication).

You may also choose an alternative payment method. The password you selected upon registration is only known to yourself and your bank and you will need to enter it for every order.

Your data is protected through the secure SSL encryption process and will be processed immediately. Once you have placed your order, the invoice amount will be reserved on your credit card. The amount will only be charged to your credit card account once we ship your order. The invoice amount will be charged to your credit card account once we ship your order.

If you have questions regarding or problems with the order process, please contact our Online Shop customer service. Our customer service is available Mon - Thu 9:00 a.m. - 6:00 p.m. and Fri 9:00 a.m. - 4:00 p.m. under +49.7471.709-42 42.

Payment on account

In Germany and Austria, you can comfortably order on account and pay the invoice by bank transfer within 14 days of the invoice date. The invoice will be included in the delivery.

The payment term of 14 days is independent from your 14-day return period. You can still return items after you have paid the invoice. Simply return the items to us within 14 days and we will refund the corresponding amount to the account you indicate.

Payment on account is only possible with a positive result of address and credit check. When you place your first order, please ensure that the delivery and billing addresses are identical. If the check returns a negative result, we reserve the right to restrict the payment methods available to you and to offer you a different method of payment instead. To do so, we exchange data with various credit rating agencies. For data protection reasons, our customer service does not have access to the results of such checks and will not be able to provide any information in this regard. Please see our privacy notice for further information.

The final invoice total you need to pay consists of the total amount minus the price of any products you returned. Please transfer the resulting amount, indicating the order number and invoice number, to:

Marc Cain GmbH
at Deutsche Bank AG
Germany:
BIC: DEUTDESS640
IBAN: DE95 6407 0085 0141 4077 04

Please note than we might charge reminder fees if you delay payment, which will depend on the payment method you chose.

Payment via PayPal
PayPal is an online payment service offering advanced and secure customer protection. You bank details are encrypted and protected against third party access. Simply create a customer account on www.paypal.com that you can use to complete your payment online. After registering with PayPal, you can select this payment method in our Online Shop and will be redirected to your PayPal account after we have checked your e-mail address and password, where you can complete your payment in a quick and easy manner. You will be redirected to PayPal to complete your order. Following successful confirmation, you will be redirected to the Online Shop where you will see an order confirmation page, and you will also receive an e-mail confirming receipt of your order.

Payment via Klarna
Klarna is an online payment service that allows customers to shop online on account or to pay in instalments. To do this, you will need the Klarna app or need to register with Klarna. After confirming the order by clicking “Order and pay”, you will be asked to verify your payment via Klarna. Please note that the e-mail address registered with Klarna and the e-mail provided in the order must be identical. In either case, you will pay for your order through Klarna.

Payment via iDEAL
iDEAL is an online payment option in the Netherlands that allows you to pay by direct bank transfer from your bank account in the Online Shop. Please select your bank to complete your order. You will then be redirected to your bank where you enter your account number and sign off on the transaction via two-step authentication. Once your bank has confirmed the payment, you will be redirected to the Online Shop and will receive a confirmation that your order was received.

Restrictions

The goods offered in our Online Shop are exclusively targeted at consumers aged 18 years and over. A maximum order value applies, depending on your purchase history and the result of your credit check (if such took place). All goods will be sold in retail quantities only. Payment on account is subject to a positive credit check, amongst others.

The product overview will show all products available at the time of your visit. Unavailable sizes will be indicated as such and you have the option of asking to be notified once the article you are interested in becomes available again. It is possible, but rare that several customers are clicking on an item simultaneously, causing it to be shown as unavailable when placing the order. Unfortunately, it is usually not possible to back-order items that are sold out. If this is the case, we will inform you via e-mail that the item is sold out. In individual cases, it might be that an item becomes available again at a later point as a result of returns.

Deliveries will only be made to Germany, Austria, the Netherlands, Hungary, Belgium, Poland, Spain, France, Italy, Portugal, Estonia, Finland, Ireland, Latvia, Lithuania, Slovenia and Slovakia. The delivery and billing addresses must be in the same country.

Shipping

Delivery and billing

Unless communicated otherwise when placing the order, orders will be dispatched after an internal processing period of 3 to 4 working days.

To have your order shipped to the address that is most convenient for you or to a Marc Cain Store, you can enter a delivery address that is different from the billing address when placing your order. For your first purchase on account, the delivery address must be the billing address. Both the billing and delivery address will have to be in Germany, Austria, the Netherlands, Hungary, Belgium, Poland, Spain, France, Italy, Portugal, Estonia, Finland, Ireland, Latvia, Lithuania, Slovenia or Slovakia. The delivery and billing addresses must be in the same country.  The invoice will be included in the delivery and will not be sent separately.

Your order will be shipped with DHL. Any delivery to a Marc Cain Store as well as reshipment will automatically be with DPD. You will receive a shipping confirmation by e-mail once your parcel leaves our warehouse. The e-mail will contain a tracking number that allows you to track the delivery status of your order online.

DHL

DHL will make one delivery attempt. If the delivery agent does not find you at home, the parcel will either be left with a neighbour or at a local post office. You can collect the parcel at any point in the next 7 working days before it will be returned to us. Depending on type and size of your order, you can also select a DHL Packstation as delivery address.

Since May 2015, we have been shipping or packages and parcels with DHL GoGreen. GoGreen offers climate-neutral shipping, using optimised transport routes, alternative vehicle fuels and energy-efficient warehouses.

This additional charge for all packages and parcels is Marc Cain’s active contribution to support climate protection projects.

DPD
Deliveries by DPD will only be made to the selected Marc Cain Store and for reshipments. This shipping method is free of charge for you.

Shipping costs: DHL

Delivery to shopFree
Germany€4.90
Belgium€4.90
France€6.90
Austria€4.90
The Netherlands
€4.90
Spain€6.90
PolandPLN 33.00
Italy€6.90
Finland€6.90
Ireland€6.90
Lithuania€6.90
Latvia€6.90
Portugal€6.90
Slovenia€6.90
Slovakia€6.90
Estonia€6.90
HungaryFt2,277

Shipping costs do not change with the billing amount and method of payment. Shipping costs are payable only once per order. You will not pay any additional costs if your order is shipped in several parcels.

Shipping status
Your dispatch confirmation will contain a tracking number that allows you to track the status of your order. Please use the link provided in your e-mail or go directly to:

Order tracking DHL

Order tracking DPD

Please note that the tracking number will only become active once registered with and updated by the shipping provider. Please try again later should the number not work immediately. Registered customers can also check the status of their order   in their customer account.

Withdrawal

Notice on the right of withdrawal

Right of withdrawal

You can withdraw from this contract within fourteen days without having to state reasons.

The withdrawal period is fourteen days after the day

  • on which you or any third party acting on your behalf, but not the carrier, have/has taken possession of the goods, if you have ordered one or more articles in one order and if the article or articles is or are shipped as one parcel;
  • on which you or any third party acting on your behalf, but not the carrier, have/has taken possession of the last article, if you have ordered one or more articles in one order and if the article or articles is or are shipped separately.

To exercise your right of withdrawal, you have to notify us (Marc Cain GmbH, Marc-Cain-Allee 4, D – 72411 Bodelshausen, Germany; phone: +49 7471 709-4242, fax: +49 7471 709-5 42 42, e-mail: [email protected]) in an unequivocal declaration (e.g. letter send by post, fax or e-mail) of your decision to withdraw from the contract. You can use the attached withdrawal form, but this is not mandatory.

It is sufficient if you send your notice of withdrawing from the contract in time to comply with the withdrawal period.


Consequences of withdrawal

If and when you withdraw from this contract, we have to reimburse you any and all payments we have received from you, including shipping costs (but not including additional costs resulting from you selecting a shipping method other than the most economic standard shipping method offered by us), immediately and within no more than fourteen days of the day on which we received your notice on withdrawing from the contract. We will reimburse the payment using the same payment method you used for the original transaction, unless expressly agreed otherwise with you; you will not be charged for any reimbursement. We may refuse reimbursement until we have received the goods back or until you have proven that you sent the goods back to us, depending on what happens first.

You have to return or to surrender the goods immediately and in any case within fourteen days of having notified us of your withdrawal from this contract. This time limit is complied with if you dispatch the goods before the end of this fourteen-day period. We will cover the cost of the return shipment. You will only have to reimburse any loss of value of the goods if such loss of value is caused by any handling of the goods that is not necessary to assess quality, features and functioning of the goods.

- End of notice on right of withdrawal -


1. The seller provides the consumer with information about the template form for withdrawal below, in accordance with legal provisions. You do not have to use this template form for declaring withdrawal.

Template form for withdrawal

(If you would like to withdraw from the contract, please complete this form and return it to us.)

- To: Marc Cain GmbH, Online Shop, Marc-Cain-Allee 4, D – 72411 Bodelshausen, Germany, fax: +49 7471 709-5 42 42, e-mail: [email protected]

- I/We (*) hereby withdraw from the contract I/we (*) concluded for the purchase of the following goods (*)/provision of the following services (*)

- ordered on (*)/received on (*)

- Name of the consumer(s)

- Address of the consumer(s)

- Signature of the consumer(s) (only if a physical copy is sent)

- Date

______ (*) Delete as applicable.


2. Exclusion or early lapse of the right of withdrawal There is no right of withdrawal for, amongst others, contracts for the delivery of goods that are not pre-made and manufacture of which depends on an individual selection or decision of the consumer or for goods that are clearly customised to meet the personal needs of the consumer. The right of withdrawal lapses early for, amongst others, contracts for the delivery of sealed goods that cannot be returned for reasons of protecting health or for hygiene reasons if they were unsealed after delivery.

Downloads

Returns

Take your time and try on the items at home, at your convenience and together with your favourite clothes. If the items are not to your liking or do not fit, you can return them to us within 14 days. You can find a return note and sticker in your delivery that you can use to return items easily and free of charge. Should you not have the return sticker at hand, you can download it in your customer account   or contact our customer service.

To ensure that your return can be processed quickly, please make sure that you return items together with their accessories and labels. We would also like to ask you to return items in the boxes they came in. We will not accept a return of any goods worn for purposes other than trying them on, i.e. if they have marks caused by lipstick or make up, or items that smell.

You can choose to take your return to a post office. Your local collection places are listed on: www.dhl.de

We recommend that you keep the original postal receipt to facilitate any searches in the rare case of a parcel going missing.

Alternatively, you can also take return items to selected Marc Cain Stores or Marc Cain Factory Outlets. Your return parcel must be ready for dispatch and must include the return note.

Complaints and warranty for defects

Marc Cain stands for high quality. But needless to say, should one of our products not be up to standard at any point, you can exercise warranty rights. You can find details regarding your warranty rights in our general terms and conditions (§ 10 Warranty).

Generally, you can only submit complaints regarding products to the Marc Cain Online Shop that you also bought online. For items you have bought through other channels, please contact [email protected].

The postal address for you Online Shop complaint is:

Marc Cain GmbH
Retourenabteilung
Brunnenstraße 2
72379 Hechingen
Germany

Exchange
It is not possible to exchange items directly without placing a new order. Feel free to order different colours and sizes. Simply return the items that do not fit or are not to your liking without hassle and free of charge within 14 days. Items bought in a retail shop cannot be exchanged in the Marc Cain Online Shop. Likewise, you cannot return goods from the Marc Cain Online Shop to a physical retail store. 

Refunds
Once your return was processed successfully, we will refund the resulting credit to you and will send you an e-mail notifying you thereof. Goods that were worn for purposes other than trying them on or with marks caused by lipstick or make up or items that smell cannot be returned. The method of reimbursement depends on the payment method selected originally. Please also note that purchase prices cannot be refunded, products cannot be returned or set off against other items when returning products to a local Marc Cain Store.

Purchase with credit card
The refund will automatically be made into the bank or credit card account used when paying for the order. The value date on your credit card account depends on your credit institute and, from experience, can take around 10 working days.

Purchase on account

If you have already paid the invoice, we will refund any resulting amount in credit to an account of your choice. Please include your account details in the return note attached to your delivery. If you have not included these details in the return note, please contact our customer service.

If you have not yet paid and are only returning some of the items, you can simply deduct the amount from the total billing amount when you arrange the bank transfer.

Purchase via PayPal 
The resulting credit is automatically refunded into your PayPal account.

Purchase via Klarna  
The resulting credit is automatically refunded into your Klarna account. Please check the payment request sent by Klarna, especially if you only return some items. 

Purchase via iDEAL  
The resulting credit is automatically refunded into the bank account you registered with iDEAL.

Online Shop Customer Service

If you have any questions regarding your online purchase, please feel free to contact our Online Shop Customer Service on Mondays to Thursdays between 09:00 a.m. - 6:00 p.m. and on Fridays between 9:00 a.m. - 4:00 p.m. under +49.7471.709-42 42, by e-mail to [email protected] and for styling advice via WhatsApp under +49 (0) 160 9913 8622. 

You can also send us your questions and comments via the contact form.

If you live in Germany  and would like personalised advice or individual styling tips delivered straight to your home, you can use the “shop live” button at the bottom right of our website to talk to one of our experienced store staff who will share their expertise with you.