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Marcelle places a lot of importance on ensuring that your shopping experience is as pleasant as possible.
If for any reason you are dissatisfied with your purchase, or if the items in your order appear to have been damaged in transit, please return the merchandise within thirty (30) days of the delivery.
Please carefully read the procedure below. REFUNDS MAY NOT BE ISSUED IF RETURNS ARE SHIPPED IMPROPERLY.
1. Return the items unopened and in their original packaging.
2. Please fill out the form on your packslip placed inside you package and include it in your return package.
3. Send your returns using the sticker at the bottom of the packslip. (return shipping fees are not refundable).
For any other concern, please call our Marcelle E-Commerce Customer Service by email at [email protected] or by telephone at 1-855-855-9792. Our customer service is accessible from 8 a.m. ET to 5 p.m. ET, Monday to Friday.
Please note that before proceeding with the refund or exchange, customer service will assure that the following conditions are respected:
1 . Only one return shipment will be authorized per order. Please verify your order in its entirety before proceeding with the return.
2. If a product is damaged after the reception of your package, you have a delay of thirty (30) days after the reception of the package to contact customer service and proceed with an exchange or refund.
3. If you notice that a product is missing, you have a delay of thirty (30) days after the reception of your package to contact customer service.
4. If your product is not damaged, you have a delay of thirty (30) days after the reception of your package to contact customer service and proceed with an exchange or refund. If the thirty (30) days has elapsed since the reception of your package, please note that we do not accept any returns.
For complete cancellation of an order, all promotional products, including free samples and gift with purchases must be returned.
Purchases made online are not eligible for returns or exchanges at a retailer store.
If you purchased your item at a retailer, please return the item to the retailer for a quicker resolution. In the event that the retailer refuses to accept your return, please contact Marcelle customer service.
Once your submitted order is invoiced and confirmed, it is not possible to cancel or modify your order.
If you wish to cancel you order, you will need to return the products. Canada Post will return the package to the sender free of charge if it is not open.
In any case, you can place a second order if you forgot to add a product to your cart.
All returns subject to refund are processed bi-weekly. Refund will be issued up to 14 days after the package is returned to sender. Confirmation of refund will be sent by email.
If you ordered online, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear and tear; however, if the item or items in your shipment was or were damaged, we will exchange the items given that the return conditions described above have been respected.
For all questions or comments, you can communicate with a Marcelle customer service representative.