SECURE ORDERING FACILITY
All orders placed with us are protected by
Online Shop Customer Service
+49 (0) 7471.709 - 42 42
NO-COST GOODS RETURN
It is possible to send back all items purchased from the Marc Cain Online Shop (including reduced-price goods) within 14 days following receipt of the goods, without charge. For this purpose, we request that you always return the items you have ordered to the individual address from which they were dispatched to you.
Alternatively, the items you wish to return can be handed in at particular Marc Cain Stores. You will find an overview of these Stores under the heading Help within this website. For the simple and cost-free return of goods, please use the return form and the return label which are enclosed in the package originally sent to you.
Goods returns are free of charge.
Methods of payment
- Payment by credit card (Visa, Master Card and AMEX)
- Payment against invoice (subject to positive outcome of checks of address and credit-worthiness)
- Payment via PayPal
In the Marc Cain Online Shop, you can place your orders conveniently right around the clock. We request your understanding for the fact that we are unable to accept orders by E-Mail, letter, telephone or fax. The range of goods offered is intended exclusively for consumers who are aged 18 and over.
The maximum ordering value for online purchases amounts to 3.000 €. The goods will be supplied only in normal quantities for private consumption. The maximum order value for the payment by invoice method requires a positive credit check.
Placing an order
Once you have chosen one of our products, you can place it into your virtual shopping basket by clicking on "Shopping basket". By selecting the shopping basket symbol at the top left of the page, you are transported easily to your shopping basket and can check its content and alter it at any time. To order the products you have selected, direct the cursor to the button "Checkout" and you will be conducted step by step through our ordering process.
You will now be requested to create a customer account, so that you can later manage your order details and contact data and also make use of the many extras and advantages we offer, for example, the facility to pay against an invoice. If you check here you will find an overview of the many reasons why you should register yourself for a customer account by going to My Account.
In the next steps, you will be asked to provide your personal details and to specify how you wish your goods to be sent to you and how you wish to pay for them. You will have the possibilities of stipulating a different delivery address and of arranging for your packet to be delivered to an address chosen by you, to one of the listed Marc Cain Stores or DHL Packet Shop near to you. The invoice will be sent together with the delivery and cannot be sent separately.
In the final step, you can once again check all the details and correct them if necessary in the ordering overview section. Only when you confirm everything by clicking on the button "Commit to buy" do you complete the ordering process. After you have successfully placed your order, you will receive a confirmation of your incoming order via E-Mail. As soon as we have sent your order, you will receive a confirmation of dispatch via E-Mail.
If you have not received your order within 7 working days after you received the confirmation of dispatch, please get in touch with our Customer Service.
Changing/cancelling an order
For technical reasons, it is not possible to change your order subsequently in respect of sizes, colours or quantities once it has been sent to us. Please therefore check your order very carefully before you send it off to us.
We display in the product overview all articles which are available at the time of your visit. Any sizes which are not available are marked in grey.
In some rare cases, it may occur that several customers simultaneously access a particular article, so that this is sold out at the time of placing the order. As a rule, it is unfortunately not possible to place a subsequent order for products which are sold out. In such cases, you will be informed by E-Mail that the article is sold out. In individual cases it may occur that an article once again becomes available at a later date, as a result of a product return.
Credit card payment
Payments to Marc Cain can be made by the following credit card types:
- American Express
For payments made by credit card, you need to enter the 16-figure card number, the expiry date and the security code (also called CVV/CVC). On cards issued by both VISA and MasterCard, the security code is shown as the final three figures in the signature area on the back of the card. On cards issued by American Express, the four-figure security code is located on the front, at the right above the embossed card number.
In the Netherlands, the 3-D procedure is used when payment is made by credit card.
New EU Directive PSD2:
In accordance with this new EU Directive, you will be asked to confirm your identity, in a separate step, when making online payments. This additional authentication is intended to ensure that your card is definitely being used by you. Authentication can, for example, be carried out via a code that you receive from your bank via SMS or email or by scanning your fingerprint in your mobile device’s banking app. If you have not already done so, please contact your bank to find out what methods they offer you to make your card payments even more secure.
The password is requested after the credit card details have been entered (Step 2, Types of payment) and the subsequent sending of your order (Step 3 Check and send the order). When you have sent your order, a new field provided by your credit card supplier opens automatically, and you are requested to enter your password here. If you have not yet been registered for this procedure, you can register yourself online free of charge in a few simple steps during the ordering process, or contact your bank for the purpose of registration. Alternatively, you can also transfer to another method of payment.
The password which is determined during the registration process is known to only you and your bank, and will be requested every time you place a new order.
Your data will always be protected and immediately processed by the secure SSL encryption procedure. Once you have placed your order, the invoice amount will be reserved on your credit card. The amount will only be debited from your credit card account when the goods are shipped.
The amount due to be invoiced for the order will be deducted from your credit card when the goods are sent to you.
If you have any questions or problems with your order, please contact our Online Shop Customer Service. You can reach the Customer Service from Monday to Friday between 9 am and 7 pm under the telephone number +49.7471.709-42 42.
You can pay conveniently against an invoice by settling the amount shown in the invoice within 14 days after receipt of the invoice. The invoice will be sent together with your delivery.
The suggested payment deadline of 14 days is not in any way related to your automatic right to return the goods within 14 days of receipt. You are also entitled to take advantage of your right to return the goods even after you have paid the invoice. Simply send the returned items back to us the within 14 days and we shall refund the relevant amount to the account you have indicated.
You may take advantage of the facility for payment against an invoice subject to a positive outcome of the checking of your address and creditworthiness. If these checks produce a negative outcome, we reserve the right to restrict the choice of possible payment options if appropriate and to invite you to choose another method of payment.
For this purpose, we maintain a regular exchange of information with various credit rating agencies. For reasons of data protection, our Customer Service has no direct knowledge of the outcome of these checks, and is therefore unable to provide any information about them. You will find further information about this in our data protection regulations. The final amount covered by your invoice is calculated on the basis of the total invoice value of the goods less the deduction due for any returned products. Please transfer the remaining balance, stating the order number and the invoice number, to:
Marc Cain GmbH
at Deutsche Bank AG
IBAN: DE95 6407 0085 0141 4077 04
We request your understanding for the possible need to charge you additional reminder fees in the event that your payment is not received by us in accordance with the deadline indicated.
Paying by PayPal
PayPal is particularly suited to customers who do not wish to enter their bank or credit card details directly in the Online Shop for personal security reasons. PayPal is an online payment service that offers comprehensive and secure protection for buyers. When you use PayPal, your bank details are encrypted and protected so they are not visible to third parties. To do this simply set up a customer account on www.paypal.com which will be used to process your payment online. Once you have registered with PayPal, select this method of payment in our Online Shop. After you are asked to enter your email and password, you will be redirected to your PayPal account. You will then be able to arrange your payment quickly and easily.
The range of goods offered is intended exclusively for consumers who are aged 18 and over.
The maximum ordering value for online purchases amounts to 3.000 €. The goods will be supplied only in normal quantities for private consumption. The maximum order value for orders which are to be paid against an invoice this depends upon a positive check of creditworthiness.
In the product overview, all articles which were available at the time of your visit are displayed. Sizes which are not available are indicated by a line crossing them out. In some rare cases, it may occur that several customers simultaneously access a particular article, so that this is sold out at the time of placing the order. As a rule, it is unfortunately not possible to place a subsequent order for products which are sold out. In such cases, you will be informed by E-Mail that the article is sold out. In individual cases it may occur that an article once again becomes available at a later date, as a result of a product return.
Delivery exclusively for Germany, Austria, Netherlands, Hungary, Belgium, Poland, Spain, France, Italy, Portugal, Estonia, Finland, Ireland, Latvia, Lithuania, Slovenia and Slovakia.
Make use of our extended shipping service. You can select from the following shipping options:
- Shipping via DHL
- Shipping via DPD, only when delivering to a Marc Cain store
To have your order conveniently delivered to your favored delivery address or a Marc Cain store you will be given the opportunity to enter a delivery address differing from the invoice address during the course of ordering.
With invoice payment we unfortunately cannot offer the opportunity to ship to a differing delivery address.
Invoice and delivery addresses must be located in Germany, Austria, Netherlands, Hungary, Belgium, Poland, Spain, France, Italy, Portugal, Estonia, Finland, Ireland, Latvia, Lithuania, Slovenia or Slovakia.
The invoice will be enclosed in your delivery and will not be sent separately.
You will be given further information on the different shipping options on the following pages.
You can have your order be delivered by either DHL. The delivery to a Marc Cain store is automatically conducted by DPD. Unless you are informed otherwise during the ordering procedure, the delivery will take place after an internal processing period of 3 to 4 working days.
As soon as your order leaves our logistics centre, you will receive a shipping confirmation via e-mail containing your shipment tracking number which enables you to follow the shipping status online.
To help you select a suitable deliverer we have summed up the relevant differences here.
DHL will undertake no more than one attempt to deliver the packet. If the delivery person is not able to make direct contact with you personally, the packet will either be left for you with a neighbour or deposited in a nearby branch of the local post service. You will then be able to collect the packet within the following 7 working days, before it is sent back to us. Depending upon the type and size of your order, you can also stipulate a DHL Pack station as the delivery address.
From May 2015 onwards, we will dispatch our parcels and packages with DHL GoGreen. GoGreen signifies a carbon-neutral method of dispatch which makes use of optimised transport routes, alternative means of vehicle propulsion and energy-efficient storage facilities. With the additional contribution relating to every parcel and package, Marc Cain is taking an active initiative to promote climate protection projects, which will be supported in this way.
Deliveries via DPD apply only in the case of deliveries to a stipulated Marc Cain Store. This delivery option is free of charge for you.
|Delivery to store:||free|
|The Netherlands||9,90 €|
|Hungary||2 277 Ft|
Shipping costs for all countries are regardless of size of order and method of payment.
The e-mailed shipping confirmation contains your shipment tracking number which enables you to follow the shipping status online. Either use the link noted in the e-mail or directly go to:
Shipment Tracking DHL
Shipment Tracking DPD
Please keep in mind that your shipment tracking number is only activated when processed and updated by your shipment provider. In case your number does not work right away, please try again later.
Registered customers can also follow the status of their order via their personal account.
INSTRUCTIONS ON CANCELLATION
Right of Rescission
You are entitled to rescind this contractual agreement within 14 days without providing any reasons.
The cancellation period is fourteen days as of the day
- of receipt of the merchandise by yourself or by a designated third party that must be someone other than the carrier, if you have ordered one or more products under one single order and the product/products is/are delivered as part of one single delivery;
- of receipt of the last merchandise by yourself or by a designated third party that must be someone other than the carrier, if you have ordered several products under one single order and the products are delivered separately.
In order to exercise your right of rescission, you must inform us (Marc Cain GmbH, Online Shop, Marc-Cain-Allee 4, D – 72411 Bodelshausen, Fon: +49.7471.709-42 42, Fax: +49.7471.709-5 42 42, email: [email protected]) in writing (e.g. by means of a mailed letter, fax or email) about your decision to rescind this agreement. You may (but do not have to) use the enclosed sample cancellation form.
The cancellation period shall be deemed complied with if you mail the notification about the exercise of the right of rescission before expiry of the cancellation period.
Consequences of cancellation
Should you rescind this agreement, we shall be obligated to promptly, but no later than within 14 days as of receipt of your contract cancellation notification, refund any and all payments already received from you, including any delivery costs (except for any additional costs incurred as a result of your having opted for a type of delivery other than the most cost-efficient standard delivery that we offer). Unless expressly agreed with you otherwise, said refund shall occur through the same channel that you used for the original transaction; under no circumstances will you incur any fees for said refund. We may refuse to conduct said refund until the receipt of the merchandise or until you have proven that you have returned the merchandise, whichever is the earlier of the two.
You must return the merchandise promptly, but no later than within 14 days as of the day on which you have notified us that you are rescinding this agreement. Said deadline shall be deemed complied with if the merchandise is shipped before the expiry of the 14-day period. We will bear the cost of the return of the merchandise. You will have to pay for a possible depreciation of the merchandise only if said depreciation is attributable to a particular way in which you have handled the merchandise, which goes beyond a normal checking of the relevant condition, characteristics and functions of the merchandise.
- END OF INSTRUCTIONS UPON CANCELLATION -
- 2. Seller hereby informs Customer about the following sample cancellation form, as provided by law, which may,
but does not have to, be used.
Sample Cancellation Form
(If you wish to rescind the agreement, please fill out this form and return it.)
- To: Marc Cain GmbH, Online Shop, Marc-Cain-Allee 4, D – 72411 Bodelshausen, Fax: +49 7471 709 - 5 42 42, E-mail: [email protected]
- I/we (*) hereby rescind the agreement on the purchase of the following merchandise (*)/rendering of the following service (*) concluded by me/us (*)
- Ordered on (*)/received on (*)
- Name of Customer(s)
- Address of Customer(s)
- Signature of Customer(s) (only in the case of notifications in paper form)
(*) Please delete as applicable
- 3. Exclusion or early expiration of the right of rescission
The right of rescission does not apply, inter alia, to contracts for the delivery of merchandise that is not ready-made and for the production of which an individual selection or instructions by Customer is important, or which are specifically tailored to Customer’s personal needs.
The right of rescission will be subject to early expiration, inter alia, in the case of contracts for the delivery of sealed merchandise, which – for reasons of health protection and hygiene – cannot be returned once the seal has been removed after delivery.
We want you to take your time and comfortably try your ordered items at home in combination with your favorite pieces of clothing. If you do not like the ordered items, you can return them to us within 14 days of receipt. For a simple return free of charge please use the attached items return note and the return sticker. In case you are not supplied with the return sticker please contact our customer service.
To guarantee an efficient processing of your returned items please remember to return all items labeled and with its supplies. Please make sure that the items are in their original condition and unworn. We will not take back items showing lipstick or make-up stains or holding a smell.
If wished, you can hand in your returns to a post office. You will find the nearest receiving office at:
We recommend retaining the original receipt of postage issued to you when you return items. This receipt is useful for cases of enquiries about your order or in rare cases of loss of shipment.
Optionally the return can also be handed in at a Marc Cain store or a Marc Cain Factory Outlet. The items have to be originally packed and have to be supplied with an items return note.
Marc Cain stands for high quality products. In case one of our products should yet be deficient you can naturally make use of your warranty rights. See a detailed description of your warranty rights in our General Terms and Conditions (§10 Warranty).
Generally you can only claim items at Marc Cain webstore which have been purchased online. For items purchased in another way you will find further information at "Marc Cain webstore customer service".
The address for your webstore claims is:
Marc Cain GmbH
It is not possible to directly exchange items without placing a new order. Feel free to order a variety of sizes and colors. Items you do not like or which do not fit you can easily and free of charge be returned within 14 days of receipt.
Items purchased at retail cannot be exchanged at Marc Cain webstore. Equally an exchange of Marc Cain webstore items at retail cannot be conducted.
After having checked your returns, repayment will be made to your account immediately. Items must be free from signs of use. All items which bear clear signs of use (make-up or lipstick stains, odor etc.) cannot be accepted. Repayment will be conformed to your previously chosen option of payment.
Please note that we cannot exchange, refund or set off your items against other articles when returning to a Marc Cain store.
Purchase via credit card
The amount will be credited to your credit card account. Your credit institution is responsible for the length of time taken for the refund to appear on your account. The average time for credit transfer is 10 working days.
Purchase via invoice payment
When payment of the items has already been made, repayment will be made to an account of your choice immediately. Please enter your bank account details on the items return note enclosed within every delivery. In case you have not entered your bank account details on the return note please contact our customer service.
If you have not made payment yet and only partially return your order, simply deduct the amount for the returned items from your total invoiced amount.
“The warranty for defects in goods purchased from us is in accordance with the relevant legal requirements.”
Webstore customer service
If you have any questions about an online purchase at Marc Cain webstore our webstore customer service will be happy to help you Monday to Thursday from 9 a.m. to 6 p.m and Friday from 9 a.m. to 4 p.m. under the following phone number:
+49.7471.709-42 42 or via e-mail: [email protected].
Please feel free to contact us via our contact form.