Informativa sui rimborsi
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it — unworn or without obvious signs of use, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@marinerpoet.com.
If your return is accepted, we’ll send you a return shipping label, along with instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us at support@marinerpoet.com for any return-related questions.
Damages and issues
Please inspect your order as soon as you receive it.
If the item is defective, damaged, or if you received the wrong item, please contact us immediately so we can evaluate the issue and make it right. Details are as follows:
1. Reporting Time
If your item arrives damaged, please report it to us immediately upon receipt.
2. Required Information
To help us process your claim efficiently, please provide the following:
- A photo of the outer packaging with the shipping label visible
- Clear photos showing the damage to the item
3. If the Outer Packaging Is Intact but the Item Inside Is Damaged
If the outer packaging appears undamaged but the item inside is damaged, we may need to file an investigation request with the carrier (such as DHL).
In such cases, we may ask you to provide additional information, and we will assist you throughout the process.
4. Additional Claim Requirements
In some countries, final delivery may be handled by the local postal service. In such cases, the recipient may be required to:
- Visit the local post office
- File a damage report
- Obtain an official damage certificate or report
Exceptions / non-returnable items
Certain types of items cannot be returned, including:
- Custom products (such as special orders or personalized items, including engraved items)
- Personal wear items (such as jewelry products)
If you have any questions or concerns about whether your item is eligible for return, please feel free to contact us.
Unfortunately, we do not accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get the item you want is to return the item you have first. Once your return is accepted, you can place a separate order for the new item.
European Union 14 day cooling off period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 30 days, for any reason and without justification.
As with all returns, the item must be in the same condition as when you received it — unworn or without obvious signs of use, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know whether your refund has been approved.
If approved, your refund will be automatically issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you still have not received your refund, please contact us at support@marinerpoet.com