Returns

Would you like to return your order or individual items? Please register your return here:

Withdrawal

You can withdraw from your order within 14 days of receiving the goods. Please note: As orders are processed immediately after receipt and dispatched as quickly as possible, it is generally not possible to stop shipment.

If you do not wish to keep individual items or your entire order, we recommend registering a return instead. This is the quickest and easiest way to receive your refund.

If you still wish to exercise your statutory right of withdrawal, please complete the form below in full. In addition, once you have received the goods, you must register a return so that the return can be processed and the refund issued.

Please complete the following fields to withdraw from your order:

FAQ RETURNS, WITHDRAWAL AND COMPLAINTS

What is the difference between a return and a withdrawal?

A withdrawal means cancelling the purchase contract and is possible within 14 days of receiving the goods. A withdrawal always applies to the entire order. In addition to submitting the withdrawal declaration, the return must be registered and the goods returned. A return can be registered within 30 days of receiving the goods, either for individual items or the entire order. If you wish to return individual items or a complete order, a return is sufficient and the easiest option.

How does a withdrawal work?

You have the right to withdraw from your order within 14 days of receiving the goods without giving any reason. To exercise your right of withdrawal, please complete the form on this page and provide your order number. You will then receive an automatic confirmation email. Please note: As our orders are processed and shipped quickly, a return registration is also required. Once you have received the goods, please register your return via the returns portal and send the items back to us.
The refund will be issued after we receive the returned goods. The purchase amount and standard delivery costs will be refunded. Additional costs resulting from the selection of a different delivery method are excluded.

Can I withdraw individual items?

For individual items, we recommend a standard return. Simply select the items you wish to return when registering your return and send them back to us. A withdrawal generally applies to the entire purchase contract or the complete order.

What can I do if I have problems logging into the returns portal?

Please check that:

the correct order number and email address have been entered
the order number and email address have been entered in the appropriate fields
the return period has not already expired

What can I do if the return period has already expired?

Please note that the return period is 30 days from receipt of the goods. Unfortunately, returns are not possible after this period.

How does the return process work if my order was shipped in multiple packages?

If you have received several parcels with the same order number, you can use the returns portal for this order number several times in succession. Please register each parcel individually for return.

If you have received several parcels with different order numbers, please also return the parcels individually. This is the only way we can process your return correctly.

How can I return an item from the online shop?

You can return unworn items to us free of charge within 30 days of receipt of the goods.

As sustainability is a fundamental principle for Marc O'Polo, we have decided to no longer use paper return slips.

Please enter your e-mail address and order number and select the individual items with the corresponding quantity that you would like to return.

We will then send you the returns label, which you attach to your parcel. You can then take the parcel to a drop-off point or a post office. Don't forget to ask for the proof of posting of the return.

How can I check on the status of a return?

Generally, a return can take up to 15 work days to process.

As soon as we have received the return, you will be informed via E-Mail.

Should our email not reach you within a reasonable timespan, please track your package by entering the tracking number, or alternatively, contact our Customer Service via e-mail at: service@global-e.com

Can fragrances and hand care products be returned?

Unisex eau de parfum, room fragrance and hand care products can only be returned unopened.

Returns

Withdrawal

FAQ RETURNS, WITHDRAWAL AND COMPLAINTS

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