Returns & Refunds
We want you to feel confident when you shop with Marcotn. This page explains how returns, refunds, and exchanges are handled, what you need to do in different situations, and who is responsible at each step. Please review the sections below before contacting us so we can help you as quickly as possible.
Return eligibility and conditions
Before sending anything back, please check that your item meets the basic return conditions. We can only process a return when the item is unused, unworn, unwashed, and unmodified, with all tags, hygiene seals, accessories, and original packaging intact. Trying an item on briefly is fine, but it must not show signs of use. Please keep your proof of purchase, as we may ask for it when you contact us.
Because our return rules vary by situation, the sections below explain the specific steps, time limits, and costs for each type of issue. Do not send an item back before you have received instructions from our support team.
If you received the wrong item
If the item in your package does not match what you ordered, contact us as soon as you notice the problem. Please include your order number, a description of what you received, and clear photos of the item and its packaging. We will review the information and tell you the next steps. Do not dispose of the item or packaging until we have confirmed how to proceed.
Once we confirm the error, we will explain how the correct item will be handled and who will cover any shipping costs. We will not ask you to pay return shipping for a mistake on our side.
If you changed your mind
If you simply no longer want the item, contact us to check whether a return is possible for your order. You will need to provide your order number and confirm that the item is still in its original condition as described above. We will let you know whether the return can be accepted and what the next steps are.
Return shipping costs and any applicable deductions for change-of-mind returns will be confirmed in writing before you send anything back. Please wait for our confirmation and instructions rather than returning the item on your own.
If your package is lost in transit
If your order has not arrived and the tracking information suggests the package is lost, contact us with your order number and the tracking details you have. We will check the shipment status with the carrier before deciding how to proceed.
We do not promise a refund or replacement at the moment a loss is reported. The outcome depends on what the carrier investigation shows and on the shipping method used for your order. We will keep you informed once we have an update.
If your item arrived damaged
If your order arrives damaged, contact us as soon as possible. Please include your order number, photos of the damaged item, and photos of the packaging it arrived in. This evidence helps us assess the damage and determine the appropriate next step.
We will review the photos and the shipping details before confirming how the issue will be resolved. Please keep the item and all packaging until we have finished the review, as the carrier may need to inspect them.
Exchanges
If you would like to exchange an item for a different size, color, style, or other option, contact us with your order number and the details of the change you want. We will check whether the requested option is available and explain the steps, any price difference, and who covers any shipping costs.
Exchanges depend on current stock, so we cannot guarantee that a replacement option will be available. We will confirm availability and the exact process before you send anything back.
How to start a return or report an issue
For every situation above, the first step is the same: contact our support team before sending anything back. In your message, please include:
- Your order number
- The item or items involved
- A short description of the issue
- Photos where relevant, such as for damaged or incorrect items
We will review your message and reply with the specific instructions for your case, including whether a return is approved, where to send the item if applicable, and who is responsible for shipping costs.
After we receive your return or evidence
Once we receive the returned item or the evidence you provided, we will inspect it against the conditions described above. We will then notify you whether the return or claim is approved or declined, and explain the next step.
If a refund is approved, we will confirm the refund amount and where it will be sent. Any deductions, partial refunds, or non-refundable costs will be explained before the refund is processed. The time it takes for the money to appear in your account can also depend on your bank or payment provider.
Contact Us
Marcotn
Website: marcotn.com
Email: thomas@qorivane.shop
We typically respond within 1–2 business days.