FAQ
Do you have a question? Check below for answers to common questions from our customers.
Order
Can I add products to my order?
Unfortunately, we are unable to add new styles to your order once it has been placed. If you would rather cancel the order and place a new order, 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 in our warehouse.
Can I change a style to a different color or size on my order?
Unfortunately, it is not possible to change the color or size of a style once your order has been placed. If you would rather cancel your order and place a new one, please contact us as soon as possible by email at shop@marmar.dk or by phone at (+45) 3163 3536. We can only cancel orders that have not yet been processed.
Can I cancel my order?
If you have regretted your order and want it cancelled, please write to us at shop@marmar.dk or call us on (+45) 3163 3536 as soon as possible. We can only cancel your order if it has not yet been processed in our warehouse.
How do I use my discount code?
Your discount code can be entered at check out, and you will immediately be able to see the discount deducted from the applicable products in your cart.
Can I use more than one discount code?
Only one discount code can be used per order and cannot be combined with other promotions.
Where will my order confirmation go?
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 reasons below:
• your order has not been confirmed yet
• your order confirmation has ended up in your spam filter
• your email address is incorrect
Contact us by email shop@marmar.dk or phone (+45) 3163 3536 and we will ensure that you resend your order confirmation.
What do I do if there are errors in my customer information?
If you discover an error in your delivery address, phone number, email or other customer information on your order, please contact us as soon as possible either by writing an email to shop@marmar.dk or calling (+45) 3163 3536. Please provide your order number so that we can easily help correct the information. If your order has been shipped from our warehouse, we are unfortunately unable to make changes to the delivery address.
When will my order be shipped?
Orders are usually shipped from our warehouse within 1-3 business days. However, during sales periods, longer processing times may occur. When your order is packed and ready to be shipped, you will receive a delivery confirmation with a tracking link.
When will you withdraw the money from my payment card?
According to current legislation, we will only withdraw your money when the order has been sent.
Can you wrap my gift?
Unfortunately, we do not offer gift wrapping or adding trade-in tags to products purchased on our webshop. However, the price is not stated on the product.
You can buy a nice gift bag with your order, but this requires that you have the opportunity to put the gift in the bag yourself. You can find the gift bag here.
Shipping & delivery
When can I expect to receive my order?
The delivery time from when you place your order until you receive it is typically approximately 1-3 days (applies to Denmark).
How much does delivery cost?
MarMar Copenhagen offers shipping prices from 29,- DKK. Shipping prices and delivery provider are provided when you go to check out.
Do you offer free shipping?
We offer free shipping on orders over 600,- DKK with delivery in Denmark to your nearest parcel shop. Orders under 600,- DKK are shipped with shipping prices from 29,- DKK in Denmark.
I haven't received my tracking link.
When your order leaves our warehouse, you will receive an email with a delivery confirmation containing a tracking link. If you have not received an email from us, please check your spam filter and make sure your email address has been entered correctly. If you have any questions about where your package is, please send an email to shop@marmar.dk . Please include your order number.
Why was my package delivered to another parcel shop?
In the event that the selected parcel shop/parcel box is full, the nearest available parcel shop/parcel box will be used as the pickup location.
My package has been sent back to MarMar Copenhagen
If your package has been returned to us, it may be due to one of the following reasons:
• There was no one home to receive the package at the delivery address
• The package was not collected from the parcel shop/parcel box within a given time period
• The delivery address was incorrect or required information was missing.
If we receive your package back at our warehouse, it will either be possible to have the package resent or we can refund you the amount within 14 days of receiving the package.
There are problems with the delivery of my order.
If you experience problems with the delivery of your order, you are always welcome to contact us, either by email shop@marmar.dk or by phone (+45) 3163 3536.
Payment & security
How can I pay?
We accept the following payment cards: Visa, American Express, UnionPay, MasterCard and Maestro. You can also pay with Shop Pay, Apple Pay, Google Pay and MobilePay.
Why have you reserved an amount on my payment card?
When you choose to pay by credit card, a reservation of the purchase amount is automatically made. This is 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.
When will you withdraw the money from my payment card?
According to current legislation, we will only withdraw your money when the order has been sent.
Return & exchange
How can I return a product?
If you have regretted your purchase, you are welcome to send it back to us. We accept returns made within 30 days of receipt of the order. Once we have been notified that you wish to regret your purchase, you have 14 days to send the item back to us. Please send us an email regarding your wish to return at shop@marmar.dk . Read more about our return policies here .
Can I exchange for a different color or size?
If you wish to exchange an item for a different size, color or style, please place a new order on our webshop. The item you do not wish to keep must be returned to our warehouse.
My return slip has gone missing.
If your return slip has been lost, you can always download a new one here .
Where can I find my order number?
You can find your order number in the confirmation email you received after placing your order. The order number may be called 0101DK, for example.
How will my receivable be paid and will I be notified when it happens?
Once your return package has been registered with us, you will receive an email regarding the refund. All refunds will be made no later than 5 business days after the return package arrives at our warehouse, after which the money should be visible in your account within a few days. If you have paid with MasterCard, it may take up to 30 days before the money is visible in your account. Payments made with MobilePay will be refunded to the payment card linked to your MobilePay account.
Complaints
I have received an incorrect item or a damaged product.
We are of course very sorry if you have received the wrong item or a damaged product, and are ready to help at shop@marmar.dk . Please send us your order number and a picture.
I have not received all the products that I ordered.
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 error, and we therefore ask you to contact us at shop@marmar.dk
• The style is not on the delivery note…
If the product is not on the delivery note, it unfortunately means that there has been an error with our inventory and that we have not been able to deliver your entire order. We always inform you of this by email before an order with a shortage is shipped, however, the email may end up in your spam filter. In cases where a style on your order has been sold out, we will only deduct an amount corresponding to the delivered goods.
I would like to make a complaint.
We always strive to make products of the highest quality, and are therefore sorry 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 who will help resolve the issue.
If your product was purchased on our website, you can submit your complaint here and we will help you as soon as possible.
If you have any questions regarding your complaint, please write to shop@marmar.dk.
I have lost a button, what do I do?
We are always happy to help send a new button so that your clothes can be worn again. If we don't have a button similar to the one you lost, we can sometimes get one and otherwise we always find a good solution.
Contact our customer service at shop@marmar.dk – please provide the order number, a description of the product and send a picture.
Products
Can you give me some measurements of your styles?
Yes, we are always happy to help guide you in choosing the right size. Send us an email at shop@marmar.dk and let us know which style and measurements you would like to know.
How do I choose the right size?
We always recommend that the size is chosen based on the child's height. The age is indicative as children grow at different rates. Our size guide is available next to each product on the webshop and can help you decide which size to choose.
You are also always welcome to contact us by email shop@marmar.dk or phone (+45) 3163 3536, and we will guide you in choosing the right size as best we can.
Contact
Do you still have questions? We are happy to help! Send us an email at shop@marmar.dk or call +45 31633536. We will try to answer within a short time.
