The finer details
FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS about our online shopping experience

Helping to put your mind at ease and providing you with a confident start to shopping online with us, we’ve put together some of our top FAQs.

Of course, if we’ve missed anything or if you would like to ask a question in person, please contact us, we’re only too happy to help.

ONLINE POLICIES

All pricing is in GBP.

We accept Visa, MasterCard, American Express & Maestro.
 
Please note, available payment options may change depending on your location.
 
Buy Now. Pay Later. No Fees. Klarna LEARN MORE

UK Delivery Charges 

Standard

  • Shoes & Accessories £10.00
  • Gowns £20.00

Next Business Day Service

  • Shoes & Accessories £15.00 – Order By 3pm
  • Our order cut- off time for next business day delivery is 3pm. Orders placed after this time will be despatched the following business day.

 

International Delivery Charges 

US

  • Shoes & Accessories £25.00
  • Gowns £100.00

EU/ Europe/ Ireland

  • Shoes & Accessories £25.00
  • Gowns £50.00

Our complimentary Click & Collect is available at our flagship, Newcastle upon Tyne store.

  • You will receive a ‘Ready to Collect’ email to confirm that your order is ready for collection, please wait for this confirmation email before you come in to collect your order.

Our Click & Collect store location is below:

Marrime, St Georges House, 37-39 St Georges Terrace, Jesmond, Newcastle upon Tyne, Tyne & Wear, NE2 2SX

Each country has different import laws. Customers are subject to tax & duty fees.

If an order is returned to the Marrime because the buyer did not accept duty fees, there will be no refund for the product.

We are not liable for late deliveries from couriers nor are orders delayed amidst transit eligible for a refund. If you are on an urgent timeline, please reach out HERE

We hope you love your piece as much as we do, although if you are unhappy you can return/exchange your piece to us within 14 days of receipt.

A return request is to be sent to info@marrime.com.

Items are to be returned in original packaging and in resalable condition along with completed Marrime Online Returns Form  – if the piece is returned faulty, damaged or unsellable upon inspection then the refund could risk being denied.

We will refund your method of payment for the purchase price (excluding postage), upon receipt of your return package.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Footwear must include the original shoebox in its original  condition.

A footwear return in a damaged shoebox or without the original shoebox cannot be accepted and will be sent back.

To complete your return, we require a receipt or proof of purchase

Returns Exclusions

All sale items including sample sale items are final sale (no refunds, no exchanges). A sale item is classified as an item either permanently marked down. Due to hygiene reasons any pierced jewellery is also final sale.  

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, visible within 7 – 14 working days.


Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@marrime.com.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@marrime.com and send your item to us.

To return your product, you should mail your product to us. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

To return your product, you should mail your product to us.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please ensure that you state you are “returning to seller” in the reason for export on your postage label. You must also state that the item is of no retail value, as we can not accept customs charges to receive your return. Please note we do NOT refund international customs taxes and sales charges. 

Returns requiring customs charges at our side in the U.K. will not be accepted and remain with the postal service, the parcel will be automatically be returned to you the sender within 21 days. 

Contact us at info@marrime.com for questions related to refunds and returns.

PRE-ORDER FREQUENTLY ASKED QUESTIONS

You can get early access to next season’s most wanted pieces before they sell out.

As soon as your item has been released and is ready to be shipped, you’ll receive an email with the estimated delivery date.

Pre-order items require full payment at checkout.

You might be able to cancel your item before we prepare your order. Just call Customer Service and one of our Stylists will be more than happy to assist you – 0191 340 7276.

You might be able to change your shipping address before we prepare your order. Just call Customer Service and one of our Stylists will be more than happy to assist you – 0191 340 7276.

Yes, just make sure items meet the conditions of our Returns Policy.

No, they will be delivered separately according to the expected release date.

There may be order limits on some pre-order items. This is so everyone has a chance to get the pieces they love.

ABOUT KLARNA

Pay in 3 interest-free instalments

Spread the cost of your purchase into 3 interest-free instalments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. No interest or fees. Select the Klarna option and enter your debit or credit card information. To check your eligibility, Klarna will perform a soft search with a credit reference agency. This will not affect your credit score.

No interest. No fees. No impact to your credit score.

  • A new way to pay that’s an alternative to a credit card
  • 3 instalments gives you flexibility to shop without interest or hidden fees
  • Not making your payment on time could affect your ability to use Klarna in the future
  • Debt collection agencies are used as a last resort

 

Pay in 30 days

Make your purchase today so you can try before you buy. Only pay for what you keep. Pay up to 30 days later. No interest. No fees. No impact to your credit score.

Paying after delivery allows you to try before you buy and is the easiest way to shop online.

  • Complete the payment in full after purchase at no added cost
  • Report returns directly in our app and only pay for the items that you keep
  • Not making your payment on time could affect your ability to use Klarna in the future
  • Debt collection agencies are used as a last resort

 

Klarna’s Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. T&CS apply.

 

Shop now. Pay later with Klarna.

We have partnered with Klarna to bring you new ways to pay at checkout.

Here’s how it works:

  1. Add products to your Shopping Bag and select “Klarna” when you check out
  2. Enter a few personal details and you’ll know instantly if you’re approved
  3. Klarna will send you an email confirmation and reminders when it’s time to pay and you can manage your orders and payments in the Klarna app.

Pay online or in the app Review your latest purchases and make payments in the Klarna app or online.

Download the Klarna app: HTTPS://WWW.KLARNA.COM/APP

Log in online:
HTTPS://APP.KLARNA.COM/LOGIN

Chat with customer service: HTTPS://WWW.KLARNA.COM/UK/CUSTOMER-SERVICE/

Safe and secure

With Klarna, you are always covered through Klarna’s Buyer Protection policy. Modern safeguards protect your information to prevent unauthorised purchases.

Frequently asked questions
Visit the KLARNA FAQ PAGE to find out more about using Klarna.

About Klarna
Klarna have a focus on creating the best shopping experience in the world, believing payments are so much more than just a way to send money. That’s why Klarna payment methods give you more time, control and joy so you can focus on the things you love.

  • More than 90 million shoppers are using Klarna
  • 200,000 retailers are working with us worldwide
  • One of Europe’s largest banks who have been powering online checkouts for over 15 years

Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford to make your monthly repayments on time.

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