FAQ
Contact
How can I contact L'EMAR?
If you have any questions, please do not hesitate to contact us, we are happy to help you. Our experts are available 7 days a week to answer all your questions.
Contact: info@lemarclo.com or click here.
How long will it take before I get a response?
We always aim to answer every question within 24 hours.
Orders & Payment
Which payment methods can I use?
You can pay with Ideal, Mastercard, Visa, Maestro, Amex, Bancontact.
How can I cancel my order?
If your order needs to be cancelled, you must send us an email and indicate that you want to cancel the order. (note! Orders can be cancelled up to 24 hours after ordering, after that it is no longer possible). You can of course always return the ordered products.
Will I receive an order confirmation?
You will receive an order confirmation by email immediately after placing your order. This email contains the order number (consisting of #L followed by 4 digits), the order summary and the shipping address.
I have entered incorrect address details, can I change this?
Unfortunately, we are unable to change your order details once it has been placed as we process and pack your order as quickly as possible. To be on the safe side, please contact our customer service team to discuss solutions.
Send
Which countries do you ship to?
We ship our products to countries within Europe
What is the delivery time?
The delivery time of our products is 3 to 10 working days.
What are the shipping costs?
Up to €75,- you pay €4.95 for shipping costs. If you order for €75,- or more, the shipping costs are for us.
How can I track my order?
Once your package has been shipped, we will send you an email with a Track and Trace. Here you can find the status of your order.
I have not received my order, what should I do?
Didn't receive your order? Unfortunately! After placing your order, you will receive an order confirmation with the order number. If your order has been shipped, you will receive an email with a track & trace to follow the package. Didn't you receive this email or is the status of your package unclear?
Please contact us at info@lemarclo.com.
Products
How do I find the right size?
Our products comply with European sizes.
The product or size I want is out of stock, what now?
Send an email to info@lemarclo.com with the product name and desired size.
How do I redeem my voucher code or gift card?
To redeem a voucher, you can add the voucher code in the first part of the checkout. After you have done this, the value of the voucher will be deducted from the purchase amount.
Returns and Exchanges
What are the return conditions?
Return period
We have a return period of 14 days within which the customer can return his or her package without giving a reason. These 14 days start at the moment the package is received. Please note that the return shipment must be sent back to us within these 14 days.
Returns conditions
All items must be returned to us in an unworn, unwashed, resaleable condition with tags still attached.
Shipping costs will not be reimbursed.
What are the return costs?
Returns are at your own expense and depend on the courier and the country from which you are returning the package.
How can I exchange or return my order?
Exchanging or returning an order is very easy.
Within 14 days of receiving your order, please send an email to info@lemarclo.com stating that you want to exchange one or more products. We will then immediately send you the return instructions :)
How long does it take to exchange a product?
After your return has been received by our warehouse, we will process your return within 10 days. In most cases, your exchange request will be processed within a few days. You will always receive a confirmation email with a tracking code as soon as your new order has been processed.
What can I do if my exchange product is no longer available?
Ask our customer service for the possibilities. We will give you an update on when we expect to be able to deliver the product. If you have already created your return and the product is sold out, we will contact you and look for a solution together.
Where can I find my order number to register my return?
Your order number can be found in the confirmation email you received after placing your order. The order number consists of #L followed by 4 digits. If you did not receive this email correctly, our customer service will be happy to help you.
What should I do if a product is delivered damaged?
Unfortunately, it sometimes happens that a product gets damaged during shipping or production. We would of course like to solve this with you. Send a message to info@lemarclo.com with a photo of the complaint. Our customer service will work with you to find a solution as soon as possible.
What should I do if I want to return my order outside the return period?
We have a return period of 14 days within which the customer can return his or her package without giving a reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days. If this is not possible, we offer you the possibility to exchange the product for a replacement product or a credit note. Ask our customer service about the possibilities.
How long does a refund take?
We do our best to process returns as quickly as possible. After receiving your return in our warehouse, we will process it within 10 working days. On the track & trace that you receive with your return, you can see when the package has arrived with us. From that moment on, the 10 working days start. After the refund has been made, you will receive a message about this. Please note that it can take up to 3 days before the refund is visible on your bank account.