Returns
Purchase your gifts with total peace of mind: if you order between November 27th and December 18th, you can request to return an item up to January 10th, 2024!
Can I return any product, even if I only changed my mind?
You have 14 days from when your order was delivered to request a return, whatever the reason. You may return items via courier. The following FAQs will provide all the necessary details.
The product must be returned in exactly the same condition in which you received it: unworn, unwashed, not modified in any way and with all of its tags and accessories.
Can I change the size or colour of a product?
Sorry, but you cannot currently request changes. If you need to change the size or colour, you can return the products for free and make a new purchase.
I have received a damaged or faulty product. What should I do?
In the case of any kind of defects you can return the item easily.
If you are a registered user, log in to your My Account account, go to My Orders, select "Request Return" and specify your problem.
If you don't have an accout, you can make your request from the link ''Guest Return''
After we have received your returned item and have checked the damage, we will forward the refund request. Please note that we cannot accept articles that are not in the same condition in which you received them. We will update you regularly by email until we confirm the refund.
When will I receive the refund?
Once we receive the returned products at our warehouse, we will check that return conditions have been met (products are in the same condition as you received them, complete with any accessories, and are received on time). Please note this check may take up to one week. Once the products have been checked and accepted, we will send you an email to confirm we have requested your refund. Your account will be credited within 7 to 14 working days, depending on your bank.
I am a Registered User: how can I return a product?
You have 14 days after receiving the order to request a return and an additional 14 days to return the products. The procedure is quick and easy and delivery is completely free.
As a Registered User you can send us your return request directly from your My Marina account:
1. go to your profile page
2. go to the "My Orders" section, select the order that contains the product you want to return and click on "Request Return"
3. you will receive an email with the label to print and apply to the package, the tracking number to track the delivery and the telephone number of UPS
4. be sure to protect the products by choosing a box of an appropriate size
5. arrange the collection of the package with UPS: call the phone number provided in the email or go to www.ups.com. Make sure that no more than 14 days have passed since you requested to return the item.
As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. If successful, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund.
Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.
Finally, if you want to use a different courier, you will be charged for the delivery costs. We recommend that you choose a trackable delivery service, so that you can trace your package at any time.
It is not possible to use the same returns label for more than one package.
N.B. If you decide to return products from the same order at different times, you must start a separate return procedure for each request and comply with the instructions provided herein in each case.
I am not a Registered User: how can I return a product?
You have 14 days after receiving the order to request a return and an additional 14 days to return the products. The procedure is quick and easy and delivery is completely free.
Using the "Services/Guest Return" option in the menu, you can return an item and/or exchange it even without being registered.
Just follow the information found in the pop-up which will appear.
We will send you a mail with the Tracking Number to track your return as soon as your package reaches the UPS centre handling your shipment to our warehouse.
Your package will be picked up by our Quality Control Office which will check the conformity of the return. If the outcome is positive, you will receive a confirmation mail within a few days with the reimbursement arrangements.
If your return is not approved, our Customer Services will contact you.
Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.
Finally, if you want to use a different courier, you will be charged for the delivery costs. We recommend that you choose a delivery service with tracking option, so that you can trace your package at any time.
It is not possible to use the same returns label for more than one package.