FREQUENTLY ASKED QUESTIONS
HOW DO I KNOW THE STATUS OF MY ORDER?
Once through our check out, after you have chosen your payment method from our third-party payment processors, you will receive an automated receipt from the third-party gateway chosen at time of purchase. Within 24 hours, we will then send you a confirmation email after the validation of your order consisting of a summary of your order and approximate shipping date. As ALL of our garments are made to order, we request a lead time of approximately four weeks (unless otherwise stated). When your order has been completed and shipped, you will then receive a new email indicating that your package has been given to the courier, along with parcel tracking information. In order to allow our parcels to ship to the address provided at time of order, we must provide the courier with recipient name, shipping address and a phone number that may permit the courier responsible for delivering the order to notify the recipient of attempted deliver or to arrange a rescheduling of delivery in circumstances where the recipient was not at a provided address to receive the parcel. We do not share any private information beyond what is understandably necessary in ensuring an order reaches the correct recipient.
For our full privacy disclosure and links to the policies of our entrusted payment and shipper partners, please visit their respective policies using the links below. The courier information will be indicated within the third e-mail informing you of tracking information.
CAN I CANCEL OR MODIFY MY ORDER?
If you decide to cancel your order once placed, we have a policy that requires you notify us by e-mail at info@marmalade-shop.com within 48 hours of having placed the order. If your request to cancel is sent and received within 48 hours, we will then issue a full refund or reversal of transaction if pending from within the payment gateway chosen at time of order. As ALL of our items are made to order, we have implemented an 'exchange only' policy after 48 hours.
Please note, all SALE items are FINAL SALE only, meaning no refund or exchange. We aim to process and ship your order within our standard made on demand lead time of four weeks (unless otherwise stated). If you would like to cancel your order, please do so within the first 48 hours. If you have any questions, please feel free to contact our Customer Service team via email at info@marmalade-shop.com.
WHAT SHOULD I DO TO RETURN A PRODUCT AND HOW LONG DO I HAVE TO RETURN IT?
To return a garment that you wish to exchange, please follow the following instructions.
- Notify our Customer Service at info@marmalade-shop.com to open up dialogue about how you wish to proceed. Exchange, alteration or credit note to the value.
- Replace the unworn, unwashed garment in its original packaging - only articles returned in their original condition will be accepted and exchanged.
- Return the parcel to the following address:
Magdalena Sokolowska
Pracownia Krawiecka Q
Ul. Rondo Mogilskie 1 pok. 216
31-516 Krakow
POLAND
Tel. +48 662 577 094
You have a time limit of 15 days after the receipt of your parcel to exchange a product that you do not want to keep. All SALE items are FINAL SALE as standard and not eligible for exchange or credit.
As indicated, ALL of or garments are made to order. We do not ship from stock and we begin the process of cutting our fabrics within 48 hours of an order being received. Though we strive to ensure full customer satisfaction, we instruct our customers to request exchanges or alterations within 14 days of receiving the garment. Marmalade-shop will not be accountable for repeat shipping costs incurred for exchanges, nor retrieval shipping costs. In situations where a customer opts for credit note as opposed to direct exchange to original value, the value of the purchase, minus the cost of shipping will be credited. There is no fee charged for alterations, only costs associated with sending our altered garments will be charged. If the value of the exchange is lesser or greater to that of the original value, we will notify the customer within our correspondence toward the matter of return, invoicing for the difference when greater, or issuing a credit note if lesser than that of the original purchase value.
Marmalade-shop won't be responsible for any product that has not been properly identified and authorised for return in accordance with Marmalade-shop's return policy. Marmalade-shop reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.
I DID NOT RECEIVE EVERYTHING IN MY ORDER, WHAT HAPPENED?
If your order has arrived incomplete, please contact our Customer Service team by calling +1 (347) 230 7395 (Monday through Friday between 10am and 6pm) or emailing info@marmalade-shop.com stating your order number and the reference number(s) of the missing order.
MY ORDER IS IN A "BLOCKED" STATUS, WHAT HAPPENED?
If the status of your order is listed as "blocked" it is likely due to a payment issue. We recommend contacting the company responsible for your preferred payment method and then placing the order again. For reference, your order will always appear in your account history on Marmalade-shop.com. If your order still shows a «blocked» status after taking these steps, please feel free to contact our Customer Service team via email at info@marmalade-shop.com where will only be too pleased to assist.
CAN I ORDER A STYLE THAT IS LISTED AS OUT OF STOCK OR A DESIGN FROM THE PREVIOUS SEASONS?
If you would like to order an article that is no longer on our site or listed as sold out, please first of all, browse the Classic Collection section of our site that archives collections going back to 2001 to see if the style has been moved to this section. If the piece is not showing, please e-mail us at info@marmalade-shop.com providing either a product code or screen shot if taken from an alternative site, indicating your desired size. We will notify you via email as soon as we have established whether or not we have fabric on available or within our supply chain that will allow for our seamstresses to produce the desired piece.
HOW AND WHEN WILL MY EXCHANGE OR CREDIT NOTE BE PROCESSED?
As soon as your returned package is received by our studio, your refund will be fully processed directly to the credit card used within fourteen (14) days reflecting deductions in original shipping costs. Credit notes to the value of original purchase minus original shipping costs will be issued to you via e-mail in the form of a credit note with redeemable code active upon receipt of e-mail. There is no expiration date to credit notes though a personal code can only be used once.
I WISH TO USE A GIFT CARD, HOW CAN I DO SO?
When checking out with your shopping cart, please enter the unique card code received within the e-mail sent at time of purchase or shown within the card received in hard copy form. We cross reference this unique code with our records and then process your order in the standard way we do with all transactions. Please refer to the details supplied within the terms and conditions of your gift card.Â
WHAT IF I LOSE A BUTTON?
For your convenience, an extra button is included with select pieces of Marmalade-shop, Main Squeeze & ALL Magdalena Sokolowska pieces that are designed with buttons. If your garment does not come with an extra button and one is missing, please contact Customer Service at info@marmalade-shop.com.
WHAT IS THE BESPOKE OPTION YOU OFFER WHEN CHOOSING A SIZE?
'Bespoke' refers to a service where we produce a garment(s) made to fit a particular person;
If your preferred fit is not within the XS through to XXL list next to each garment, or if you are in between sizes, we offer customers the option to have our masterclass seamstresses adjust our patterns or create new ones to personally fit the customer's exact measurements. The standard procedure for this service is for customers to fill out our detailed bespoke form precisely to current measurements taken at the time of order. We are available to assist in instructing customers on how to take their own accurate measurements if requested to do so.
This personal service that we offer has an additional surcharge of $20 USD to cover our extra time in administrating the order, amending patterns, seamstresses’ skilled labour and any additional fabric required.
'Bespoke' also permits the addition of slight changes within design such as the addition of sleeves on dresses shown without sleeves, and alternative colours where and when available. Please feel free to consult with us about this option at info@marmalade-shop.com. This service is particularly popular for big events such as weddings or public engagements.
DO YOU PROVIDE SPONSORSHIP OR WORK WITH INFLUENCERS?
We are open to professionally presented proposals that thoroughly cover how the provision of our garments in exchange for exposure may benefit us.
Working with those in the arts & media is of particular interest. Influencers merely sending a link to an inflated Instagram following is not reassuring enough for our consideration in providing our garments.
Established Influencers should detail the demographic of their following, their average campaign reach and declare if they sponsor their own advertising.
Examples of previous successful campaigns go a long way in ensuring a return of investment for those approached with initiatives. The trend that has developed in the last few years of vastly exaggerated profiles has resulted in bombardments of proposals being received. The social media platforms provide excellent detailing analytics which we favour in knowing when choosing those who we wish to work with.
Please submit such initiatives matching the above criteria to info@marmalade-shop.com.
WHAT IS YOUR COMMITMENT ON THE TRANSPARENCY WITHIN THE APPAREL INDUSTRY?
Proudly, we responsibly produce ALL of our garments without neglecting the importance of ethics within the apparel industry. When customers receive our garments, they can be assured that what they will wear, has been hand sewn in a safe, secure, comfortable studio by a seamstress whom has dictated their own wage during standard working hours within the European Union. We work with exceptionally skilled seamstresses and pattern makers which shows within the quality of our garments. The lead time we state at time of order is reflective towards both quality and the fairness within our working conditions. Quality takes time!
Some of the worst labour abuses in the industry occur in unauthorized subcontracted sites, farthest from any kind of scrutiny or accountability. We do not outsource to unauthorized subcontractors. In the event of overflow work and to keep within dates provided to our customers, we incorporate the inclusion of working with other cutting studios within the immediate proximity of us that share the same values and mandates as us. There is simply no excuse to exploit others in pursuit of profit. Responsibly priced goods can create fairness within its supply and production history for all involved and still produce a profit. If you purchase wear once garments, the chances are, there is a cost greater than it's value within it's origin!
Our fabrics and finishings are sourced from collections within the European Union. We prefer to work with heritage mills from Italy, France and Spain who have reassuring standards of excellence in their production and the quality within their final product.
DO YOU WHOLESALE?
We do produce garments for wholesale customers. To receive immediate viewing access to current and upcoming collections and price points, our terms and conditions and to arrange viewing for samples, please contact us at info@marmalade-shop.com and we will be more than happy to assist you in having our collections available for your customers. We particularly enjoy working with independent boutiques.
When possible & upon request we can provide samples of our garments for buyers to review before placing their orders. We can also provide swatches of our materials and their particular content.
When receiving the garment sample, it is important for buyers to thoroughly review the fit, finish & particular characteristics of the materials. The sample is representative of the garments we will supply when fulfilling purchase orders & cut from the same bolts & produced in the sane studio.
If concerns or preferences arise within inspection of this initial sample, please contact us with your requests to alternate fit, sizing or fabric choice and where possible, we will work with you to produce our design in a fabric or fit deemed more favorable for your particular clientele.
It is imperative to be thoroughly satisfied with the sampling prior to placing multiple unit orders for this represents the final product we produce and supply. In a case of preferences arising after the fact, we will work with our buyers to amend fit and sizing issues but cannot alternate to an alternative fabric or finish once the garments have been produced as instructed.
Please review our sizing chart and provide instructions if preferable to our patterns been amended to suit the sizing chart of your particular country or clientele preferences. Customer sizing is non-exchangeable as these sizes are created specifically on an individual buyers’ basis.
CUSTOMER ACCOUNT
HOW CAN I CONTACT CUSTOMER SERVICE AT THE MARMALADE-SHOP ONLINE SHOP?
You can contact our Customer Service by emailing; info@marmalade-shop.com or by telephoning +1 347 230 7395 (from Monday to Friday between 10am to 6pm). Please leave a detailed message and we will best direct your query to the most informed member of staff pertaining to your questions responding either by e-mail, or when language permits our staff to, by returning your phone call.
HOW DO I CREATE MY ACCOUNT?
To create your account at the Marmalade-shop on-line shop, enter your e-mail address, which becomes your identification, as well as the other required information in the appropriate fields found at 'sign in'.
HOW DO I CHANGE MY ACCOUNT?
Changing your password or your billing information is very simple. Click on 'Sign in' and enter your identification and password. Once connected, you can see and change your personal information.
I'VE FORGOTTEN MY PASSWORD. HOW CAN I ACCESS MY ACCOUNT?
When you click on the link 'Forgot your password?' in 'Sign in', please enter the e-mail address you used when opening your account. Your password will be e-mailed to you immediately. Please check your junk mail and spam box, if you do not receive it.
HOW CAN I REGISTER FOR PROMOTIONS AND NEW COLLECTION UPDATES?
You register for the Marmalade-shop on-line shop newsletter by registering your e-mail address on the 'join' section of the header or the 'Mailing List; join' section of the footer of our page. You will receive the latest news from the on-line shop, and our exclusive offers. We will not pass your information on. We comply fully with the GDPR laws outlined as of May 25th2018
HOW CAN I UNSUBSCRIBE FROM THE NEWSLETTER?
You can unsubscribe from the newsletter by simply clicking on the 'Unsubscribe' link at the foot of the newsletters you receive. You can also do it in your account. Please don't hesitate to contact us if you have any difficulty.
WHAT DO YOU DO WITH MY NAME AND PERSONAL INFORMATION?
The information you give us to handle your order are only used only in the context of our commercial relations. This information can in no way be shared or sold. In accordance with the GDPR law of 25th May 2018, you have the right to access, correct, change or remove any personal data which concerns you. So far as your financial information (bank or credit cards) is concerned, this is only used for your payment, with our secure payment partner PayPal and shipment details only used when shipping an order. We do not retain any of your financial information.
CAN I KEEP MY BASKET OPEN FROM ONE VISIT TO ANOTHER?
You can recover the items that you added to the basket for up to a year (if stock is available), by following the steps below:
- Connect, using the same computer, and the same browser,
- Use the same domain: marmalade-shop.com.
- Go to the same customer account.
ORDER
HOW CAN I CONTACT CUSTOMER SERVICE AT MARMALADE-SHOP.COM?
You can contact our Customer Service by emailing; info@marmalade-shop.com by telephoning 01 347 230 7395 (from Monday to Friday between 10am to 6pm).
HOW DO I PLACE AN ORDER AT MARMALADE-SHOP.COM?
To place an order at the Marmalade-shop on-line shop, all you have to do is browse the site by going to the products available in our drop-down menus. You can browse by designer, colour, sort or by looking through the whole site. Choose the items that you wish to buy by clicking on Add to Cart. Once your products are in the cart, you can check its contents by clicking on the basket, then follow the prompts by clicking the Checkout button. Your order begins production 48 hours after receiving payment.
HOW LONG WILL IT TAKE TO PROCESS MY ORDER?
All orders are made to order within our artisan studio by our talented master craft seamstresses. With this traditional process as our operating model, we require a lead time of approximately four weeks (unless otherwise stated). On occasion, and if a customer has a specific date that is earlier than our required lead time, we can try our very best to facilitate an earlier completion and turnaround time.
If an earlier delivery date is required, we advise our customers to opt for our bespoke service when choosing their size which will start an open dialogue between our studio and the customer to facilitate their special requests. You will be informed by e-mail of the preparation and complete processing of your purchase.
CHRISTMAS AND TIME SENSITIVE ORDERS.
Our standard lead times for completion is four weeks (unless otherwise stated in item description) from date of order. Inevitably, orders received after November 24th will likely not be produced in time for gifting. We strive to produce earlier but please consider our standard lead times prior to order. We can arrange expedited shipping with a courier (ie. Fedex or UPS) at a customers’ expense to eliminate the concerns of Christmas postage service hours in the lead up to the holiday period if advised and requested to do so, however, unless otherwise stated, all orders will be shipped with our standard service as charged. Understandably, we cannot be held responsible for articles held in transit amidst times of excessive strain on delivery services (please check with your regional service for gift order cut off times if ordering from overseas). The tracking number we revise orders with at time of distribution is our shared source of an articles’ whereabouts. These numbers automatically update to the destination country’s carrier once within the destination country.
WILL I RECEIVE THE SAME PRODUCT THAT I SEE IN THE PHOTO?
Yes, except in the case of products, which are hand crafted, in which case there may be slight differences in the final product. From bolt to bolt provided by our European mills, especially in the red spectrum, there may be a slight change in the hue of the fabrics. This is a rare occurrence and if we feel the difference is significant enough to comment on prior to beginning your order, we will inform you providing the comparison colour variations.
HOW CAN I TRACK MY ORDER?
An automated e-mail from your chosen payment provider is immediately sent after completing your order through our shopping cart. We send you a confirmation email within 24 hours of you placing your order. In this email you will find a summary of your order. Upon completion and shipment of your order, we will provide a third e-mail that includes a tracking number you’re your parcel.
HOW CAN I CANCEL OR CHANGE MY ORDER?
You can cancel or change an order so long as it has not already been prepared for production by our seamstresses. We begin preparing production of your order 48 hours after payment. Please notify us of style changes or cancelation within 48 hours of order by e-mail at info@marmalade-shop.com.
PAYMENT
WHAT ARE THE ACCEPTED METHODS OF PAYMENT?
We use the leading payment options across our site allowing customers to shop with their preferred secured payment. PayPal and Stripe accept all major credit cards and we accept Apple pay and Google pay. For a full disclosure of their own security and privacy policies, please visit their respective policies pages via the following applicable links.
https://www.paypal.com/ca/webapps/mpp/ua/privacy-full
https://stripe.com/ca/privacy
https://www.mastercard.ca/en-ca/consumers/features-benefits/mobile-payments/google-pay.html
https://support.apple.com/en-ca/HT20302
WHICH PAYMENT CARDS ARE ACCEPTED?
You can use the following payment cards in the Marmalade-shop e-shop:
America Express, Apple Pay, Google Pay, MasterCard, PayPal, Visa
HOW IS THE PAYMENT SECURED?
The Marmalade-shop on-line shop uses the e-Commerce Solutions implemented and entrusted by our payment providers recognized by the leaders of the financial world. We subscribe to these leading payment platforms so that you can make your payments in an ergonomic and friendly environment, with optimum security and complete respect of private life. These leading payment solutions are adopted by the vast majority of on-line businesses. If you wish to review the policies of your preferred payment provider at time of check out, please review their respective pages below. Your browser will lead you away from our page and their respective links will open in a new window.
https://www.paypal.com/ca/webapps/mpp/ua/privacy-full
https://stripe.com/ca/privacy
https://www.mastercard.ca/en-ca/consumers/features-benefits/mobile-payments/google-pay.html
https://support.apple.com/en-ca/HT20302
MY CERTIFICATE/DISCOUNT/PROMOTIONAL CODE IS NOT WORKING, WHAT SHOULD I DO?
If your code is not working, be sure to first confirm that if in the case of time sensitive promotional codes, the expiration date has not passed. Please also keep in mind that these codes are space and case-sensitive. Gift cards have no expiration date but their codes are logged and discontinued once used.
If the code is still not working, please try refreshing the cache in your browser. If your code works, text will appear immediately in order to indicate that your coupon was taken into account.
Please also keep in mind that codes may not be used concurrently if you have several available to you, you may only apply one per order.
If you are still experiencing difficulty with the application of your code, please contact marmalade-shop via e-mail at info@marmalade-shop.com
WHAT ARE THE SYSTEMS AND CHARGES FOR DELIVERY?
Your order will be shipped with Polish Post unless otherwise agreed upon. In some cases, to facilitate a faster completion and dispatch, we will use Global Express, DHL or Federal Express to courier. We dispatch orders upon completion within our four-week lead time. Once the parcel has left Poland, the ability to track the progress can be seen on both the Polish Post tracking site as well as on the destination countries respective national postage site, Once the parcel has been sent you will receive a tracking number by email which will allow you to follow your parcel. You can also track your parcel directly from your customer account. Marmalade-shop cannot be held responsible for delays that incur due to port of entry holds or customs inspection. We will assist where we can should these situations arise but if a delivery date is time sensitive, we always recommend discussing an alternative courier and shipping declaration prior to order. We can advise and facilitate on these options. Additional shipping fees apply.
HOW LONG DOES IT TAKE TO DISPATCH AND DELIVER?
Our lead time from receipt of order to completion and shipment is approximately four weeks.
The orders preparation and delivery delay may be extended during peaks in activity (sales, private sales).
CAN MY ORDER BE DELIVERED ABROAD?
Yes, we deliver worldwide.
WHAT SHOULD I DO IF I AM NOT AT HOME WHEN MY ORDER IS DELIVERED?
If you are not at home at that time, an advice note will be placed in your letterbox. This advice note gives the procedure to be followed to schedule the second delivery. In the case you are not at home for the second time, the carrier could deliver the package at the nearest Post Office. You will then have to go to the Post Office named, taking the advice note from the carrier and some means of identification, to collect it. You should do this within one week, after which the package will be returned to us. In the event of a need for us to reship, repeat shipping costs will be incurred by the customer.
WHAT SHOULD I DO IF I DO NOT RECEIVE MY ORDER?
If you have not received your package after weeks and you have not received an advice note from the carrier in your mailbox, track your package via the tracking number sent to your email. You can also contact our Customer Service team with specific questions by emailing info@marmalade-shop.com.
WHAT SHOULD I DO IF MY GOODS ARE DAMAGED, OR IF I DO NOT RECEIVE WHAT I ORDERED?
In the event that you receive a damaged or defective garment or the wrong order entirely, please contact the Marmalade-shop Customer Service team before returning the item(s). We can be reached at info@marmalade-shop.com and will communicate specific instructions on the procedure to follow. Errors to happen from time to time but we will always do our very best to rectify them in a timely manner.
HOW DO I RETURN A PRODUCT, AND HOW LONG DO I HAVE TO DO SO?
The Customer has, within a period of fourteen (14) working days from the date of receipt of their order to return the Products for exchange or credit note to the value of the garment(s) minus shipping costs.
For all returns within the context of the right of withdrawal, the procedure below must be completely respected:
The customer must enclose in their package the return authorisation previously completed and printed with the help of the return form accessible from the customer space - Section - "My Orders". No return will be accepted without the aforementioned return authorisation duly completed.
The products must be returned in the original packaging, with their labels, and any accessories, in perfect condition to:
Magdalena Sokolowska
Pracownia Krawiecka Q
Ul. Rondo Mogilskie 1 pok. 216
31-516 Krakow
POLAND
The customer is liable for the risks and costs for the return of the products.
Marmalade-shop.com won't be responsible for any product that has not been properly identified and authorised for return in accordance with marmalade-shop.com return policy. Marmalade-shop.com reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.
The right of withdrawal is not applicable on any and all bespoke orders as the nature of this service is to the specifics of the customer. We will always work closely with our bespoke customers to rectify fit concerns though always insist that our detailed instructions are followed precisely prior to submitting measurement details for which are to be used by our seamstresses for the production of a customer’s specific order.
HOW MUCH DOES RETURNING A PRODUCT COST ME?
Subject to the conditions stated above, marmalade-shop will reimburse to the value of the standard priced garment minus cost of shipping originally incurred at time of order. ALL SALE ITEMS are FINAL SALE and non-refundable and therefore exchange/alteration only.
HOW WILL I BE REIMBURSED?
Your original method of payment used for the purchase will be reimbursed. The customer’s account will be credited with the said amount, within thirty (30) days from the date when Marmalade-shop retrieves the product.
TECHNICAL PROBLEMS WHEN ORDERING
I HAVE NOT RECEIVED YOUR E-MAILS CONFIRMING THE ORDER OR DISPATCH.
These e-mails may be in the junk or spam files of your in-box: to protect users' privacy, these are becoming increasingly sensitive, for example by identifying e-mails from senders who are not in your address book. We recommend that you add info@marmalade-shop.com, to your anti-spam system and/or your address book and likewise for flashsales@marmalade-shop.com if a subscriber to our mailing list.
I CAN'T MANAGE TO MAKE MY PAYMENT. WHAT SHOULD I DO?
If your payment will not process, check that you have entered your card numbers and its expiry date correctly. Check with your bank or credit card supplier that the payment has not been blocked. For reasons of security, our Customer Service do not have access to your card details, but are always ready
WHICH BROWSERS SHOULD I USE TO REACH THE MARMALADE-SHOP.COM WEBSITE?
The marmalade-shop.com website is available with Microsoft Internet Explorer 7 or higher, as well as on all versions of Mozilla Firefox, Google Chrome, Safari and Opera.
You can install the latest versions of each browser by means of the following links:
- GOOGLE CHROME
- MOZILLA FIREFOX
- SAFARI
- MICROSOFT INTERNET EXPLORER
INFORMATION AND SERVICES
HOW CAN I CONTACT CUSTOMER SERVICE AT THE MARMALADE-SHOP ON-LINE SHOP?
You can contact our Customer Service by emailing info@marmalade-shop.com or by telephoning +1 347 230 7395 (from Monday to Friday between 10am to 6pm).
WHAT IF AN ITEM I PURCHASED SHRINKS AFTER WASHING OR DRY CLEANING?
Each Marmalade-shop, Main Squeeze or Magdalena Sokolowska piece has a detailed care label attached to the inside of the garment with specific instructions for exactly how to properly clean and care for it. That being said, if an item shrinks after cleaning, the instructions listed on care label were not properly followed. Unfortunately, Marmalade-shop.com is unable to replace items that have changed shape due to improper cleaning, or that are the result of normal wear and tear. For longevity and the preservation of your purchase, we request you have reputable dry cleaners take care of your cleaning needs for our fabrics are high end and reputable dry cleaners know how to obtain the best results. Ensure your dry cleaner has their own policy prior to entrusting them with your custom.