FAQ

 

Absolutely! 

However, due to difficulties with shipping services we don’t deliver to some countries. Check our Shipping policy to find more details, please.

 

 

How long will it take for my order to arrive?

 

This depends on where you are located. You can find an indication of the shipping times on the Shipping Policy page. You will receive a link to track the shipment in your delivery confirmation mail.

 

 

When will my order ship? 

 

We usually need up to 3 business days to pack your order and hand it to the courier company.

Please keep in mind the tracking will need at least 1 business day to be updated by the postal service once your order is packaged for shipment.

While our Customer Care Team is available 24/7, business days of our warehouses are Monday through Friday. 
You can find an indication of the shipping times on the Shipping Policy page.

 

 

How Do I Track My Order?

 

If your order has been shipped using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email once your order is fulfilled. Simply click on your tracking link in the email to view the up to date tracking information. If you're having trouble tracking your parcel, please refer to the following page.

Our experience suggests that shipping to Canada is sometimes impossible to track. This happens due to the issues with the Canadian Postal Services.

 

 

Will I be charged customs and import charges?

 

 

Shipping within the US is free of sales tax. There are no other taxes or import duties applied to the packages that are shipped within the United States. However, some non-customs related local taxes may be levied, and they’re the responsibility of the customer. MARIEMUR takes no responsibility for paying or reporting any additional local taxes.

 

 

If you’re ordering from some country outside of EU, there might be some import duties you might have to pay. MARIEMUR is not responsible for reporting or paying any exclusive or international taxes. All prices on the website, as well as the total cost of your order, do not include any sales tax or customs duties. 

The customer is fully responsible for any taxes and duties they might need to pay. Should any local taxes or duties apply to the parcel, the customer will need to pay them to release the package from customs. Once the order is shipped, all duties and taxes become non-refundable. And if the customer returns any items, MARIEMUR does not refund any associated taxes and duties.

 

 

 

 

Why my coupon code doesn’t work? 

 

If your promotion code does not work, please check the following:

  • Have you typed the code correctly? Ensure that the code is exactly as displayed, using uppercase, lowercase or numbers.
  • Has the promotion expired? Check the promotion code terms and conditions to ensure the code has not passed its expiration date.
  • Are the product(s) you selected valid? Check that the product(s) in your cart are valid for the terms and conditions of the promotional code.
  • If you are experiencing any other problems, please contact Customer Service.

 

 

Can I modify my order? 

 

You can change the shipping address if the order wasn’t shipped yet. Also, MARIEMUR will accept modifications related to the color and size of items if you place the request within 24 hours after you’ve placed the order. You can add new items to the existing order within 24 hours after you’ve placed it.

To request any available modifications, please contact us at care@mariemur.com.

 

 

Can I cancel my order?

 

Once you’ve placed your order, we receive it immediately to minimize the manufacturing time. MARIEMUR will cancel the order free of charge if the customer requests the cancellation within 24 hours after they’ve placed the order. To cancel the order, please contact us at care@mariemur.com. 

We can’t guarantee a successful free cancellation for orders that are placed on a weekend. If you succeed to cancel the order within 24 hours after its placement, you will not be charged. If the costs were already lifted from your credit card, we will fully refund the purchase price.

MARIEMUR doesn’t accept cancellations requested over a weekend or after the order was shipped. Then you will have to pay the full amount for the order.

 

 

 

We always try to keep you updated on the status of your order so we will send you an email, confirming your order has been received, despatched or returned, or if we need to update you on items in your order at all.

 

 

I have not received email confirmation or tracking link for my order.

 

Please check your spam box first, if you still cannot find this please email us at care@mariemur.com and we will give you all the information you need.

 

 

What do I do if my order doesn’t arrive?

 

We are pleased to say nearly all our parcels arrive safely and on time, however there are a few occasions where this isn’t the case. If this happens, please don’t worry, simply contact our Customer Service team.

 

 

 

Of course! Not everything you order turns out to match your expectations or simply does not fit you. You have 14 days to return an item from the date you received it.


Due to the intimate nature of our products, and to ensure the health and safety of our customers and staff, we cannot accept returns on any item designed to come in contact with the genitals or bodily fluids. Once these types of items leave our warehouse they are considered used and unsalable. Returns will only be accepted in the case of a damaged or defective product. Please be sure to inspect your items upon receipt.



We do not accept returns of:

  • latex products
  • leather garters
  • leather full bodies
  • lingerie panties 


Please contact us if you have any specific issue with your return request, and we can discuss it on a case by case basis, in order to find the best possible solution.


Please read our Return Policy here for more information.

 

 

How much time do I have to send the items back once the return request has been approved?

If your return is not shipped out within 7-day window after it was approved, we will be forced to reject this request.

 

 

How soon will I get my refund?

 

Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request. 

Please note, if the returned item is:

  • used
  • not in resalable condition
  • not in the original packaging with all the tags and labels intact
  • intimate nature product

we will be forced to reject your request asking you to cover the shipping to return back the parcel to you.

If approved, the refund request will be processed within 5 - 7 working days after approval. If you haven’t received a refund yet, please contact us at care@mariemur.com

 

Do you have a question that is not addressed in the ones above? 

 

Simply write to us on care@mariemur.com - we love helping you!

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