FAQ
Who do I contact with questions?
Please email: help@marcwenn.com
O r d e r s
What if I need to change my order?
Before you order, please ensure that you have carefully reviewed your order including (size, color, shipping address, etc.) before finalizing your order. If you forgot or made a mistake, that's fine, simply email us for help on: help@marcwenn.com
What’s the status of my order?
We process orders quickly, but we’ll do our best to accommodate any changes to your order. The best way to change or cancel an order is to email: help@marcwenn.com
Shipping, returns, and exchanges
When will I get my order?
Each order is unique, as a result the processing time depends on several things; the type of order, when you placed it, country etc. Keep in mind that once an order is made you cannot make any changes. You can return or exchange it later after shipment. No exceptions!
However, here’s what you can expect from shipping:
|
Country |
Processing Time |
|
UK |
7-10 Business Days |
|
EU |
7-10 Business Days |
|
US |
7-10 Business Days |
|
South America |
10-15 Business Days estimate |
|
Asia |
10-15 Business Days estimate |
|
Africa |
10-15 Business Days estimate |
|
Australia & New Zealand |
10-15 Business Days estimate |
What is your return policy?
We are happy to issue exchanges/refunds within 14-28 days from the purchase date of the product's arrival. Once the order is placed, it will ship within 3 business days with a tracking number from the carrier. If you ordered through Sezzle, a 3rd party payment gateway, it will take up to 5 business days.
How do I set up a return?
For you to set up a return, you need to ensure that you meet the following:
- Returns within the US must be sent within 14 days upon arrival and in original purchase condition - unworn, in original packaging and undamaged
- Returns outside the US must be sent within 28 days upon arrival and in original purchase condition
-
We won’t refund your original or return postage costs
- Customized shoes are not refundable!
Email us at: help@marcwenn.com so we can get started on the return or exchange process.
What are your shoes made of?
All our shoes are made of 100% genuine suede and leather.
What forms of payment are accepted?
We accept PayPal, Credit Cards: Visa, MasterCard, American Express. We are not accepting Discover yet.
Do I have to pay sales tax on my order?
Sales tax will be determined based on your shipping address.
Why was my order canceled?
We reserve the right to cancel any order for various reasons at our own discretion. We have a ZERO fraud tolerance. If your payment will be in a suspicion of fraud, the order will be canceled immediately. The customer's money will be refunded in this case.
Privacy Policy
We are GDPR compliant. GDPR came into effect on May 25th 2018, and we at Marc Wenn are hard at work to ensure that our systems are fully compliant with the key data protection principles highlighted in the GDPR.
When you sign up for a Marc Wenn account, we keep the basic information that you give us. This can include your:
Name
Email address:
Phone number
Home and Billing Address
Email address:
Phone number
Home and Billing Address
We absolutely do not have access to your credit card information, and only in situations when the transaction is suspicious (attempt to pay with two different credit cards, billing address is different from the shipping address), we will require your identification for verification purposes.
Sometimes it is even required to call your billing phone number to verify that all information on your transaction is correct.
On all orders of more than $350 we will call you and request a picture of the front and back of your credit card. If the customer is unable to provide this information, the order will be canceled. No exceptions!
Once your payment has been verified, we will destroy your ID information and will not store it anywhere.
We accept credit card details over the phone or via email (all credit card details supplied will be destroyed once the payment has been processed).