Frequently Asked Questions

ORDER

Unfortunately, we cannot add new styles to your order once it has been placed. If you wish to cancel the order instead, and then place a new order, please contact us as soon as possible by email shop@marmar.dk or telephone (+45) 3163 3536. We can only cancel orders which have not yet been processed by our warehouse.  

Unfortunately, it is not possible to change the color or size of a style once your order has been placed. If you would like to have your order cancelled instead, to place a new one, please contact us as soon as possible by email shop@marmar.dk or phone (+45) 3163 3536. We can only cancel orders that have not yet been processed.  

If you have regretted your order and want to cancel it, please write to us at shop@marmar.dk or give us a call (+45) 3163 3536, as soon as possible. We only have the option to cancel your order if it has not yet been processed in our warehouse.

Your discount code can be entered at check out, and you will immediately be able to see the discount applicable products in your basket.

After you have completed your purchase, you will receive an email with your order confirmation. If you do not receive a confirmation of your order it may be due to one of the following reasons:

• Your order has not been confirmed yet 

• Your order confirmation has ended up in your spam filter 

• Your email address is incorrect 

Please contact us by email at shop@marmar.dk or phone (+45) 3163 3536 and we will resend your order confirmation.  

If you discover errors in your delivery address, telephone number, email or other customer information in your order, please contact us as soon as possible either by email to shop@marmar.dk or phone (+45) 3163 3536 so we can help you to get the information corrected. If your order already has been shipped from our warehouse, unfortunately, we cannot make changes to the delivery address.  

Orders are usually shipped from our warehouse within 1-3 business days. During sale periods, however, longer processing time may occur. Once your order is packed and ready to be shipped, you will receive a delivery confirmation with a tracking link.

Based on applicable laws, we will only deduct the money from you when the order is dispatched.

Unfortunately, we do not offer gift wrapping or gift receipt for products purchased on our webshop. However, we hope that in the future we can offer a gift service to our customers.

SHIPPING & DELIVERY

Orders are usually shipped from our warehouse within 1-3 business days. However, the total delivery time depends on recipient country and shipping method. Please find your delivery information HERE

You will receive an email with shipping information as soon your package is on its way.

 

The exact shipping costs will be informed upon checkout. However, the shipping costs will be approx. 8-45 EUR. All orders are shipped with DHL, BRING or local couriers. Delivery time depends on recipient country and shipping method.

If the selected parcel shop/parcel box is full, the next available parcel shop/parcel box will be used as a collection point.

If your package has been returned to us, it may be due to one of the following reasons: 

• There was no one at home to receive the package at the delivery address 

• The package was not picked up from the parcel shop/parcel box in time 

• The delivery address was incorrect or required information was missing 

  

If we receive your package back in our warehouse, we will refund you the amount within 14 days of receipt of the package.  

If you experience problems with the delivery of your order, you are always welcome to contact us, either by email shop@marmar.dk or phone (+45) 3163 3536.   

PAYMENT & SECURITY

We accept the following payment cards: Visa, American Express, MasterCard, Maestro and UnionPay. Furthermore we accept Shop Pay, Apple Pay, Google Pay, Bankcontact (Only for Belgium customers) and iDEAL (Only for Netherland customers) 

We do not charge credit card fees. Please note that it is not possible for us to charge a higher amount than the one approved by you.

When you choose to pay by debit card, a reservation of the purchase amount is automatically made. This is done to ensure that there is coverage for the purchase you have made. When the order is shipped, the purchase amount is deducted and the reservation is thus removed.

The payment will not be drawn from your card until your order leaves our warehouse.

RETURN & REPLACEMENT

If you regret your purchase you are welcome to send it back to us. We accept returns within 30 days after receipt of order. Once we have been notified that you want to cancel your purchase you have 14 days to send the item back to us. Please send us an email regarding your request for return at shop@marmar.dk. You can read more about our return policy HERE

If you wish to exchange an item to a different size, color or style, please place a new order on our webshop. Please send back the item you do not want to keep by following the instructions stated above.

Unfortunately, we do not offer free returns, and you are therefore welcome to choose the courier you want. Please read more about how you can return HERE

You should have received a return form with your order, however, if it is lost you can download a new one HERE. 

You can find your order number in the confirmation email you received after your purchase. The order number could be 0101EN.

As soon as we have received and accepted the returned items, the refund will be issued. Please note the refund will be credited to the credit card originally used for purchase of the items. Please note that it can take up to 10 business days for the refund to appear in your account.

COMPLAINTS

We are very sorry to hear that you have received a wrong item or a damaged product and are ready to help at shop@marmar.dk. Please indicate your order number and a picture.

If you receive your order and a product is missing from your original order, we ask you to investigate the following:

• The style is on the delivery note…

if the product appears on the delivery note, our warehouse has made a packaging mistake. Please contact us at shop@marmar.dk 

  

• The style is not on the delivery note… 

if the product is not listed on the delivery note, unfortunately, it means that there has been an error with our stock and that we have not been able to deliver your entire order. We always inform about this by email before an order with a sold-out item is sent, however, the email may end up in your spam filter. Please be aware that we only deduct an amount corresponding to the delivered styles.  

We always strive to make products of the highest quality, and, therefore, we regret to hear that you have had a bad experience with one of our products. 

If your product was purchased in a store or online from one of our retailers, please contact the place of purchase, and they will help you find a solution. 

If your product is purchased on our website, you can submit your complaint here and we will help you as soon as possible. 

If you have any questions about products, you are welcome to send us an email to shop@marmar.dk

PRODUCTS

Yes, please send us an email at shop@marmar.dk and we will help guide you in choosing the right size.

We always recommend that you choose size based on the child's height. Age is indicative as children grow differently. Our size guide can be found next to each product on the webshop and can help you decide which size to choose. 

You are also welcome to contact us by email at shop@marmar.dk or phone (+45) 3163 3536, and we will guide you in choosing the size the best we can.