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.
One return shipment per parcel is free.
Please register your return here: returns portal
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 or letter. 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
You can find the Global-e terms of payment here.
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, 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 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:
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, e-mail: service@marc-cain.de) in an unequivocal declaration (e.g. letter send by post 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, e-mail: service@marc-cain.de
- 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 (*)
- Order number (*)
- 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 comfortably at home and with your favorite pieces. If you don't like or fit the items, you can return them to us within 14 days.
For an easy and free return, please follow these steps:
1. Open our returns portal.
2. Please enter the email address you used to place your order and the order ID. The order ID starts with GEXXXXXXXXNL. You can find it in your order confirmation email.
3. Select the item and quantity you wish to return. Optionally, you can also specify the reason for the return.
4. Accept the disclaimer to download the return label. It will also be sent to you via email.
To ensure prompt processing of your return, please make sure that the returned goods are sent with all accessories and tags included. Please also ensure that your returns are sent in the appropriate shipping boxes. We cannot accept worn items beyond trying on, which show signs of use such as lipstick or makeup stains or odors.
Free ReturnPlease use our returns portal to obtain your return label. One return per package is free of charge. You can return all items you purchased from the Marc Cain online shop (including sale items) within 14 days of receiving the items for free. Please use the box in which the ordered items were delivered to send them back to the sender.
If you wish, you can drop off your return at a post office. You can find a drop-off point near you at: www.dhl.de
We recommend that you keep the original parcel receipt to facilitate tracking in the rare event of a parcel loss.
Please note that returns to MC Stores in Switzerland are not possible.
Complaints and WarrantyMarc Cain stands for high quality. If one of our products is defective, you are of course entitled to warranty rights. Please refer to our General Terms and Conditions (§ 10 Warranty) for details of your warranty rights.
In principle, you can only complain about products purchased online in the Marc Cain online shop. For items purchased elsewhere, please contact info@marc-cain.com.
The address for your online shop complaint is:
Marc Cain GmbH
Returns Department
Brunnenstraße 2
72379 Hechingen
Germany
A direct exchange of goods without placing a new order is not possible. Please feel free to order a selection of colors and sizes. You can conveniently and free of charge return the items that do not fit or do not appeal to you within 14 days. Items purchased in retail stores cannot be exchanged in the Marc Cain online shop. Likewise, an exchange of goods from the Marc Cain online shop is not possible in stationary retail stores.
RefundAfter successfully checking your return, we will immediately refund the resulting credit and notify you by email about the credit. Items worn beyond trying on, which show signs of use such as lipstick or makeup stains or odors, cannot be returned.
The type of refund depends on the payment method previously chosen. Please note that when returning items through a Marc Cain store on-site, it is not possible to refund the purchase price, exchange the goods, or offset other items.
Purchase by Credit CardThe refund will automatically be made to the bank or credit card account used when placing the order. The credit to your credit card account depends on your credit institution and usually takes 10 business days.
Purchase by PayPalThe refund of the resulting credit will automatically be made to your PayPal account.
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 service@marc-cain.com 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.