Welcome to MARC O’POLO's Service & Contact page! We'd be glad to help you. Please select a question sub-point from the navigation bar on the left. Once you have made your choice, the relevant sub-points will appear on the right. Alternatively, you can use our filter. Enter your search in the open field in order to get an appropriate answer.

Order
How do I use the Search field?Search field

The field where you can enter your search is at the top right corner of the screen, beside the Product Navigation. Thanks to our filter, you can ask questions about content such as:

  • Article numbers (e.g. 608015970185)
  • Colors (e.g. red, green etc.)
  • Product groups (e.g. T-shirts, jeans etc.)
  • Product categories (e.g. ladies)

What functions are available?Filter function

Use the filter function to narrow down the selection of products in a category optimally:

  • Price (sale, non-sale)
  • Color (blue, green, yellow,…)
  • Design (patterned, polka dots, striped,…)
  • Trouser length (short, long)
  • Sleeve length (short, 3/4, long)
  • Fit (regular, shaped, loose, slim,...)

What is the availability of the products?Availability of Products

If you finalize your order immediately after the article lands in your basket, there is a 99% chance that the article is available. If you leave some time between these two processes, it is possible that the article could already be sold out before you finalize your order. Placing an article in the basket does not represent automatic reservation thereof. If an article you have ordered is no longer available, our Customer Service will inform you by email. Likewise, we will inform you via email when an article is available for order once more. Simply click on the correct size in our Online Shop, and a window will appear in which you have the option to select: "Inform me when the article is available". Then, enter your email address and we will let you know as soon as possible.

Is there a minimum order value?Minimum Order Value

In your country, the minimum order value at the MARC O'POLO Online Shop is the following:

  • Czech Republic:800 CZK
  • Estonia: 29,90€
  • Finland: 29,90€
  • Great Britain: 25 GBP
  • Ireland: 29,90€
  • Italy: 29,90€
  • Latvia: 29,90€
  • Lithuania: 29,90€
  • Luxemburg: 29,90€
  • Poland: 130 PLN
  • Sweden: 299 SEK
  • Slovakia: 29,90€
  • Slovenia: 29,90€
  • Spain: 29,90€

In the case of vouchers, the minimum order value could vary from that given here. In such cases, please take note of the text at the bottom of the voucher, which is marked by an asterisk. It will inform you accordingly.

Why can't I finalize my order?Finalize Order

In rare cases, you might be unable to finalize your order because the address given is unknown to us. Our Customer Service would be glad to help you by registering the address. However, until then, you will be unable to purchase on account, but you can use other safe payment methods.

Do I get an order confirmation?Order Confirmation

Certainly. Once your order has been finalized, we will send you a detailed confirmation by email, including all the information relating to your order.

Can I cancel an order that has already been confirmed?Cancelling an Order

Unfortunately, an order that has already been concluded cannot be cancelled. We process each concluded order without delay, because we naturally want to send you the items you have chosen as quickly as possible. However, if you do decide that you no longer want the order you have concluded, you can simply return the goods once you receive them. You will find the appropriate return label in your package.

Can I combine several orders?Combining Several Orders

It is not possible to manually combine two or more orders once they have been concluded, because the first order/orders are already being processed in the warehouse by the time the next order/orders go through. We do not want to delay the processing of orders, because we want to get your orders to you as quickly as possible.

Can I order on the phone?Telephonic Orders

Of course, you can also place your orders via our Customer Service, by phone (in English), provided that you have a Customer Account. If you don't have a Customer Account, our Customer Service will open one for you during the phone call. The delivery address must be the same as the address on the account.

How can I place an order from a foreign country?Order Requests from Foreign Countries

At the moment, the MARC O‘POLO Online Shop is available in the following countries: Germany, Austria, Switzerland, Belgium, Netherlands, France, Sweden, Poland, Finland, Great Britain, Spain, Italy, Luxemburg, Estonia, Latvia, Lithuania, Czech Republic, Ireland, Slovakia and Slovenia. You can change the country in our Online Shop by clicking the bar in the top left-hand corner of the screen. Please select the appropriate Online Shop. It is very important that you always enter the address to which the order must be sent.

Size Charts
Women’s Tops
Women’s Bottoms
Women's Shoes
Women's Lingerie
Women’s Swimwear
Men’s Tops
Men’s Bottoms
Men's Shoes
Junior
Baby
PAYMENT
Which credit cards are accepted? Credit Cards

In your country we accept the following credit cards:

  • - Visa
  • - Mastercard
  • - Amex*

*except Czech Republic, Poland and Great Britain.

Do I get a confirmation of payment? Confirmation of Payment

Once your payment has been received on our side, we will send you a confirmation by email.

How can I get a copy of an invoice? Copies of Invoices

Do you need a copy of an invoice? Certainly! Our Customer Service can send you a copy any time. Please contact us via the contact details below. Please keep your order and customer numbers ready.

What happens in the case of credit card abuse? Credit Card Abuse

For optimal protection of your personal data, we have secured the entire checkout section according to the latest technological standards ("SSL Technology"). Should any credit card abuse by an unauthorized person occur in spite of this, you can lodge an objection with your credit card institution. In the case of abuse, you will be reimbursed. As a rule, the credit card institutions take over all of the costs.

SHIPPING & DELIVERY
Where do I enter the delivery address?Delivery Address

Please enter the delivery address of your choice in the Delivery section when concluding your order. If you wish to use a different delivery address, pleases enter this accordingly. Please check the box beside "Different Delivery Address".

In very rare cases, you might be unable to finalize your order, because the address you have given is unknown to us. Our Customer Service will gladly to help you by taking down the new address details.

Do I get a shipping confirmation and delivery status for my order? Shipping Confirmation & Delivery Status

You will receive the good news that your package is on its way to you in an email from us. You will also receive the tracking number for your package in this email. You can use this tracking number to check the status of your delivery on the homepage of the shipping service at any time.

Which shipping services are available and how long is the delivery time? Shipping Service & Delivery Time

It is very important to us that you receive your order on time and undamaged. For international deliveries, we have had the best experiences with DHL Worldwide Package, and in Sweden, with UPS Saver. As a rule, we deliver your order within 3-5 work days (as long as your order is received by 12:00, from Monday to Friday). Please note that it can take a while before the tracking link becomes active.

What are the delivery costs? Delivery Costs

Generally, the following delivery charges apply in your country:

  • Czech Republic: 240 CZK
  • Estonia: 8,95 €
  • Finland: 8,95 €
  • Great Britain: 7,50 GBP
  • Ireland: 8,95 €
  • Italy: 8,95 €
  • Latvia: 8,95 €
  • Lithuania: 8,95 €
  • Luxemburg: 8,95 €
  • Poland: 40 PLN
  • Sweden: 70 SEK
  • Slovakia: 8,95 €
  • Slovenia: 8,95 €
  • Spain: 8,95 €
  • The costs are independent of the total value of the order and the method of payment. If you return the complete package, you will be fully reimbursed for the delivery charges . Unfortunately, this is not possible in the case of a return of part of the order.

    What do I do if I receive the incorrect article, or one that is defective/dirty? Incorrect/ Defective Articles

    If you have received the wrong article, please return it. Please write an appropriate comment on the return slip. In no case will there be an automatic exchange of the article. Please reorder accordingly. (Please enter the following on the return slip: Reason for Return 1 if the wrong article was sent, and Reason for Return 7 if the article is damaged or dirty).

    What do I do if I receive an incorrect , incomplete or damaged delivery? Incorrect/ Damaged/ Incomplete Deliveries

    "If you receive a package that you did not order, please refuse to accept the delivery. If you have already accepted the package, please write an appropriate comment, stating that you did not order the goods/received the wrong package on the return slip, and return the package to us.
    If your package was damaged during the delivery process, please be sure to record the damage by means of photos.
    Upon opening the damaged package, please check whether the order is complete and that nothing has been stolen. In this case, please contact us. Photos of the damaged box and the incomplete order are also verfy useful in this case."

    My package was not delivered? Package not Received

    Normally, your order should be delivered to the address you have given within 3-5 work days. If you are still waiting for your package five work days after confirmation of your order, please first check the following:

    • - The delivery status, using the tracking number that was sent to you via email.
    • - Whether the address you gave was correct.
    • - Whether a neighbor has accepted the package on your behalf.
    • - Whether the package is waiting for you at your nearest post office.

    If you have done all of the above, and still don't know where your parcel is, please contact our Customer Service.

    How do I change my delivery address? Changing the Delivery Address

    Unfortunately, as soon as you have clicked the "Order Now" button during the ordering process, we can no longer change the delivery address.

    RETURNS & COMPLAINTS
    How can I return an article? Returns

    If you decide that you don't like the items you ordered, or if they do not fit, you can return them within the time limits specified below.

    Goods from the MARC O'POLO Online Shop:
    Goods that are bought from the MARC O'POLO Online Shop can only be returned to the MARC O'POLO Online Shop. The time limit in this case is 30 days from the date of purchase. Please return the article to us, including the delivery note, which you will find in the package. Please enter the reasons for the return on the delivery note.

    You can print out a returnlabel for the free return of your package via the following link:

  • Return label Czech Republic
  • Return label Estonia
  • Return label Finland
  • Return label Great Britain
  • Return label Ireland
  • Return label Italy
  • Return label Latvia
  • Return label Lithuania
  • Return label Luxemburg
  • Return label Poland
  • Return label Sweden
  • Return label Slovakia
  • Return label Slovenia
  • Return label Spain


    • 1. Go to the link above and click on your country
    • 2. Enter your details and click next. Open the PDF and print your return label
    • 3. Pack your items and include the completed delivery note. Attach the return label to the box
    • 4. From your local post office return the products within 30 days. Keep your proof of postage

    You will find the legal details with regard to your Right of Revocation under Item 6 of our General Terms and Conditions which you will find here.

    Goods from a MARC O'POLO branch:
    Articles that have been bought from a MARC O'POLO branch can be returned to an physical MARC O'POLO branch within 14 days of purchase. Unfortunately, for technical reasons, it is not possible to return or exchange such items via the MARC O'POLO Online Shop.

    How do I get a refund for returned goods? Refunding of Returns

    If you have paid for the goods by credit card, we will credit the relevant amount to your credit card account.

    Do you accept complaints? Complaints

    At MARC O’POLO, we place a lot of emphasis on quality. However, in rare cases, an article might fail to meet our stringent standards. Should this apply in the case of one of the articles you have received, we would like to apologize for the inconvenience. Naturally, you can return such an item free of charge within two years.

    Goods from the MARC O'POLO Online Shop:
    Goods that are bought from the MARC O'POLO Online Shop can only be returned to the MARC O'POLO Online Shop. The time limit in this case is 30 days from the date of purchase. Please return the article to us, including the delivery note, which you will find in the package. Please enter the reasons for the return on the delivery note.

    You can print out your own returnlabel for the return of the package to us. Please use the following link:

  • Return label Czech Republic
  • Return label Estonia
  • Return label Finland
  • Return label Great Britain
  • Return label Ireland
  • Return label Italy
  • Return label Latvia
  • Return label Lithuania
  • Return label Luxemburg
  • Return label Poland
  • Return label Sweden
  • Return label Slovakia
  • Return label Slovenia
  • Return label Spain


    • 1. Go to the link above and click on your country
    • 2. Enter your details and click next. Open the PDF and print your return label
    • 3. Pack your items and include the completed delivery note. Attach the return label to the box
    • 4. From your local post office return the products within 30 days. Keep your proof of postage

    You will find the legal details with regard to your Right of Revocation under Item 6 of our General Terms and Conditions which you will find here.

    Goods from a MARC O'POLO branch:
    Articles that have been bought from a MARC O'POLO branch can be returned to an physical MARC O'POLO branch within 14 days of purchase. Unfortunately, for technical reasons, it is not possible to return or exchange such items via the MARC O'POLO Online Shop.

    How are returns refunded? Refunding of Returns

    As soon as your return has been received by our Customer Service, we will refund the full amount to your bank account. If you did not include your banking details (IBAN, Bic, Credit Institution and Name) with the returned goods, you can simply send them to us via email.

    Can I also return an article bought in the Online Shop at one of the branches? Returning Items to a Branch

    Unfortunately, due to technical reasons, the exchange of goods from the MARC O‘POLO Online Shop is not possible in local retail stores. Returning of goods that were bought from the MARC O'POLO Online Shop is free of charge. You will find the return slip in your package. If you have lost the slip, you can request a new slip from our Customer Service, by phone or email. You can hand in the pre-franked package with the return slip, to either the Deutsche Post or Hermes, regardless of which delivery service you selected for the delivery of your parcel. You will find the locations of our delivery partners on the homepages of the various service providers.

    How do exchanges function? Exchanges

    At the moment, the automatic exchange of an article is not yet possible. If you would like an article that you have ordered in a different version, please re-order accordingly. You can simply return the unsuitable article together with the return slip, which you will find in your package.

    How can I check on the status of a return? Status of the Return/ Complaint

    Generally, a return can take up to 10 work days to process. As soon as we have received the return, you will be informed via email. 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.

    Can I have an article repaired or cleaned? Repair & Cleaning

    If the article you have bought needs to be repaired or cleaned, and you have questions in this regard, please feel free to contact us at any time. We will gladly help you to clear up any questions you might have. However, we do not offer repair or cleaning services.

    Are replacement items available? Replacement Items

    If you require any items to be replaced, please enquire at Customer Service. We cannot guarantee that we will always have exactly the item you require, but we will do our best to get the most appropriate item to you as quickly as possible. The usual replacement items are: buttons, zipper sliders (no complete zippers), snappers, studs, leather labels, logos for overstitching.

    Newsletter
    How do I subscribe to the Newsletter? Subscribing to the Newsletter

    Get all the latest news first!

    Sign up for our newsletter to get the latest offers and news from Marc O’Polo via email.

    I have read and accept the (Data Protection Regulation)

    What benefits does the Newsletter offer? Advantages of the NL

    Exclusive offers, promotions, styling tips, trends and newbies. Our Newsletter, which we send to our customers at regular intervals, offers all of these and more. Are you interested? Registering for the Newsletter is free, and you can unsubscribe any time.

    How do I unsubscribe to the Newsletter? Unsubscribing from the Newsletter

    You will find the necessary unsubscribe options directly in the Newsletter, in the bottom left-hand corner, by clicking on "Unsubscribe Newsletter", or in your Customer Account, under "Profile & Preferences", sub-point "Newsletter Settings". If you have any problems subscribing or unsubscribing, please contact Customer Service.

    Customer Account
    What is a MARC O‘POLO Customer Account?MARC O‘POLO Kundenkonto

    If you are a registered customer of our Online Shop, you will receive detailed information on all of your orders and you will be able to conclude orders quickly and easily.

    How do I register as a customer?Registering a Customer Account

    You can register as an Online Shop customer by clicking on the "My Account" button in the top right-hand corner of the screen. Next, click on „Create a New Account“. Please fill out all the compulsory fields, and then click on "Open Account". In order to open a personal account for you, Marc O‘Polo requires the following compulsory data: Title, first and last names, email address and a password of your choice. When placing your order you can enter your postal address, date of birth and telephone number. We require your telephone number in case we need to contact you to arrange a suitable delivery time for your parcel. We require your date of birth in order to confirm that you are of age. After successful registration, you will receive an automatic confirmation via email. The email and password that you have entered also serve as your access data for your Customer Account.

    Can I change the data in my customer account?Changing my Data

    In the personal section of your Customer Account, you can update your data or enter additional voluntary data at any time e.g. set your preferred method of payment and delivery and manage your Newsletter settings. You can also set up an address book with various addresses that you want to use for your orders. You can also check the status and history of the orders you have placed here.

    You can change your data under the main point "Profile & Preferences" and the sub-point "Personal Data". Change the data as you choose, and then click on "Save Changes".

    How do I reset my password?Resetting my Password

    You will find the "Forgot Password" button in the top right-hand corner of the Online Shop, or in the "Registration" field under "My Account". Click on it and re-enter the email address pertaining to your account. We will send you an email with a new password without delay. You can use this password to log in.

    How do I delete my customer account?Deleting a Customer Account

    We would find it a really sad if you decided to close your Customer Account, but should you choose to, our Customer Service can help you to do so. You can contact them at the contact information at the bottom of the page.

    BONS D’ACHAT & OFFRES PROMOTIONNELLES
    Différences entre les bons d’achat Quels sont les différents bons d’achat ?

    Nous vous proposons un grand nombre de bons d’achat :

    Les bons d'achat promotionnels sont offerts pendant une période limitée et ont un code générique, par ex. « Pâques2016 », « Fêtesdesmères2016 », « Promotionécharpe ». Ces bons d’achat peuvent être utilisés à chaque commande effectuée pendant cette période à condition que la commande remplisse les critères fixés (montant minimal de la commande, etc.). Ils ne sont pas cumulables avec d’autres bons d'achat promotionnels.

    Nous proposons également des bons d’achat individuels, par ex. pour les anniversaires ou pour l'inscription à la newsletter. Ils vous sont destinés personnellement. Ces bons d’achat peuvent être utilisés pour toute commande effectuée pendant la période de validité à condition qu’elle remplisse les critères fixés (montant minimal de la commande, etc.). Ils ne sont pas non plus cumulables avec d’autres bons d'achat.

    Comment utiliser un bon d’achat ?Utiliser un bon d’achat

    Vous pouvez valider votre bon d’achat lors de la dernière étape de votre commande. Pour ce faire, entrer le code exact dans le champ « Saisir le code ». Vous le trouverez à la 4ème étape de votre commande Paiement & Récapitulatif. Cliquez ensuite sur le champ « Vérifier et valider le code ». Veuillez noter que les bons d’achat s’appliquent uniquement à la valeur de la marchandise.

    Que faire lorsque le code du bon d’achat n’est pas valide ?Code du bon d’achat invalide

    Vérifiez tout d’abord que vous avez bien saisi le code. Respectez les minuscules et les majuscules, les caractères spéciaux et les tirets tels qu’ils apparaissent sur le bon d’achat. Il n’y a jamais d’espaces. Veuillez prendre en compte que les bons d’achat ne sont jamais cumulables. Un seul bon d’achat peut être pris en compte à la fois.

    N’oubliez pas qu’un bon d’achat peut arriver à expiration Dans le cas d’un bon d’achat individuel (par ex. pour les anniversaires ou l'inscription à la newsletter), vérifiez que vous ne l’avez pas déjà utilisé. Vérifiez également que vous avez bien saisi le code et que les critères tels que le montant minimum de commande sont respectés.

    Dans le cas d’un bon d'achat promotionnel (par ex. Pâques2016), vous devez vérifier si les critères de validité du bon d’achat sont respectés, si celui-ci est expiré ou si le montant minimum de commande est atteint. Là aussi : ce bon d’achat n’est pas cumulable avec d’autres offres promotionnelles.

    Si vous respectez bien tous les critères, veuillez contacter notre service clientèle. Le service clientèle n’a malheureusement pas la possibilité de valider un bon d’achat une fois que la commande a été finalisée.

    En cas de questions supplémentaires au sujet de la boutique en ligne MARC O’POLO, n’hésitez pas à contacter nos collègues du service clientèle joignables aux coordonnées ci-dessous. Pour toute question, veuillez vous adresser à : Marc O’Polo International GmbH Hofgartenstraße 1 83071 Stephanskirchen Allemagne Téléphone : +49 (0) 8036 90-0 Téléfax : +49 (0) 8036 90-1890 E-mail : Zentrale@marc-o-polo.de Internet : www.marc-o-polo.com "Vous n’avez pas trouvé la question recherchée ? Si vous avez des questions ou que vous avez besoin d’aide, n’hésitez pas à contacter notre service clientèle, joignable comme suit : Du lundi au vendredi de 8h00 à 20h00 Hotline gratuite : 00800 1022 1022 Fax : +49 (0) 231 966 778 89 E-mail : serviceclient@marc-o-polo.com Service clientèle boutique en ligne Marc O’Polo Boîte postale 410104, 44271 Dortmund, Allemagne"