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Before sending a message, check out the frequently asked questions below. You'll probably find your answer in a few seconds.
ORDERS
How can I check the status of my order?
Once your order has been paid, you will receive a confirmation email at the address provided. If your purchase has not been completed, you will be notified by email. For further assistance, please do not hesitate to contact us via our contact page or by email at
support@marhey.com
How do I know if I have placed the order correctly?
After completing your order, you will receive a confirmation directly in your email inbox.
Can I change or cancel an order after I have paid for it?
Yes, you can cancel an order as long as the product has not yet been shipped. Once the item has been shipped (you will be notified by email), you can return it immediately upon receipt and receive a full refund. For more details, please see our Product and Refund Policy. Please note: If your order contains multiple items shipped in separate packages (partial delivery), each package must be canceled individually using the corresponding order numbers.
Split delivery – how does it work?
Split shipping occurs when your order is shipped in multiple packages from our different warehouses. You will receive an email for each package, including the corresponding tracking number. Even if all items do not arrive at the same time, rest assured that your entire order will be delivered to you in full.
REFUNDS
How to return a defective product?
If you wish to return or exchange a defective product, please first contact us by email at support@marhey.com so that we can assist you in the return process. To initiate the return, please send us an email including the following information: The reason for the return, Photos and/or videos of the product (this will help our team during processing), Proof of purchase (order confirmation with order number). Please note that the returned product must meet the following criteria: Unused and in perfect condition (labels intact, protective film intact, etc., except for returns of defective goods), Complete set (e.g. jacket with travel bag, towel with bag), Careful and intact packaging (except for returns of defective goods), Additional protective packaging for transport (e.g. box or reinforced envelope). We will respond to your email within 24 hours to assess the situation and offer you the appropriate solution.
How to return a damaged product?
If you receive an item that: is completely different from the one ordered, has a manufacturing defect making it unusable, or is already damaged, please contact us by email at support@marhey.com and our team will assist you. To facilitate the return processing, please include in your email: The reason for the return, Photos and/or videos of the product, Proof of purchase (order confirmation with the order number).
When will I receive the refund?
Upon receipt of the returned goods or proof of shipment provided by the buyer, we will refund the amount paid within a maximum of 14 calendar days. Please note that some banks may take up to 30 calendar days to complete the transfer.
I no longer have the bank card I used for the purchase. How can I get my money back?
Refunds are always issued to the same payment method used when placing the order. If you no longer have access to this bank card, we recommend contacting your bank to recover the amount owed.
Why was I only partially refunded?
If you have returned multiple packages separately, each return will be processed individually. Therefore, the full refund may be spread over time. In all cases, you will receive an email confirmation for each returned package.
Why didn't I receive a confirmation email regarding the returned product or order?
You will only receive a confirmation email for your returned order once it has been received at our warehouse. Please also verify that the email address associated with your purchase is correct so you don't miss any notifications.
PAYMENTS
Where can I find my credit card verification code (CVV)?
The three-digit security code is located on the back of your credit card.
Why was my credit card declined?
A credit card may be declined for several reasons, such as incorrect information, an error during data entry, insufficient verification, or a temporary technical issue on our site. We recommend that you verify that all information is entered correctly before trying again.
My purchase was charged twice. What should I do?
Upon receipt of the returned goods or proof of shipment provided by the buyer, we will refund the amount pSome banks may display both the initial debit and the actual subsequent debit. In this case, the excess amount will be automatically refunded. If this is not the case, we recommend contacting your bank to request cancellation of the pre-authorization.aid within a maximum of 14 calendar days. Please note that some banks may take up to 30 calendar days to complete the transfer.