FAQ

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WHAT ITEMS ARE RETURNABLE?

You can make a return during the 7 calendar days after receiving the product. (according to delivery dates of our currier Fedex).

  1. We can only exchange faultless items that are in their original condition, have not been used, altered or washed, and have all the labels attached.
  2. The same item can only be exchanged for a different size. We cannot exchange items for a different colour or a different product. (this will be subject to inventory availability)
  3. Products must be returned in a package. We reserve the right to refuse multiple returns of the same order sent at different times.
  4. Exchange shipments must be made using the same service as the original shipment (FEDEX).
  5. We can only accept exchanges from the country to which the order was originally shipped. For example, orders shipped to the USA must be returned from the USA, otherwise the exchange will unfortunately be charged (you will be charged import and shipping fees).
  6. Custom items cannot be returned.
  7. Free gifts and promotional items are not returnable

If you need more information about exchanges, please contact our support team at soporte@marderosassw.com.

ARE THERE ANY CHARGES FOR RETURN?

Original shipping charges are non-refundable.
You are responsible for the charges of the return shipping.
You pay the cost of returning the merchandise you want to exchange and the new one that we will send you if the exchange of the merchandise is approved. Please validate with soporte@marderosassw.com the related costs

HOW SOON WILL I GET MY REFUND?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and if your request has been approved or rejected for refund.

All products are subject to availability. Once an order is placed, you will receive an email confirmation about your order. Upon your order being approved and processed for shipment, you will receive a second email containing your tracking number along with confirmation your order has been shipped.

HOW MUCH IS SHIPPING?

The cost of shipping varies according to your location, at the time of entering your shipping information, the platform will tell you the cost of shipping.

WHEN WILL MY ORDER ARRIVE?

Orders are dispatched from our warehouse based in Medellin, Colombia, and are usually delivered within 10-15 working days.
There can be the occasional customs or courier delay which may affect your delivery timeframe from time to time. (i.e COVID 19)
Marde Rosas is not responsible for delays in shipping or delivery due to forces outside of our control such as carrier issues or inclement weather.

WILL I GET A TRACKING NUMBER?

An email will be sent once your order has been dispatched
If you do not receive one, please email soporte@marderosassw.com
All orders require a signature on delivery, make sure your supplied address is attended during business hours
We cannot send to PO BOXES, please ensure a street address is supplied

WHICH COURIER DO YOU USE?

Mar de Rosas uses FEDEX

WILL I HAVE TO PAY ANY ADDITIONAL DUTIES & TAXES?

You will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery.
Please be aware that Mar de Rosas does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country.
Since these fees are not computed nor applied to orders by Mar de Rosas, please contact your local customs office to find out more information if you are unsure of the charges.

WHAT PAYMENT METHODS DOES MAR DE ROSAS ACCEPT?

Currently we can process your payments through Paypal.

IS MY PERSONAL INFORMATION SAFE?

At Mar de Rosas we are committed to providing you with a safe shopping experience. We respect your privacy and all information received is confidential and is only used to contact you or send you promotional emails. If you would like to remove your information from our database, please send an email to soporte@marderosassw.com or unsubscribe through directly from our email.

IS MY BANKING INFORMATION SAFE?

When you pay with PayPal, your financial information is never shared with the seller, you are making your payment through PayPal platform not through Mar de Rosas platform.
If you want to learn more about that please check the PayPal Policy.

https://www.paypal.com/ee/webapps/mpp/ua/privacy-full

WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?

A Pre-order item is one that you order before we have it in our inventory. You may cancel up until the time your order has been processed. To cancel, you may e-mail us at soporte@marderosassw.com

I ORDERED AN AVAILABLE SET WITH A PRE-ORDER, WILL THEY SHIP SEPARATELY?

We will ship your order once all items are available. If you wish to receive your available item before the pre-ordered one, please e-mail us at soporte@marderosassw.com
In case you require a piece before the shipment of the complete set, you must pay the cost of the additional shipment

HOW DO I TAKE CARE OF MY SWIMSUIT?

Do not fold or iron. Rinse after contact with salt water or chlorine. Hand wash with cold water, using mild, gentle soap. Lay flat to dry.

DO I NEED TO RETURN THE WHOLE SET?

You only need to return the piece/s you wish to exchange.

WHAT IF THE ITEM I RECEIVE IS DAMAGED OR FAULTY?

We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item, please email us at soporte@marderosassw.com so we can urgently review the matter for you!

WHAT IF I NEED TO CHANGE MY SHIPPING ADDRESS AFTER PAYMENT?

Please contact us at soporte@marderosassw.com right away and we will be able to assist you.

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