Frequently Asked Questions

My order

How do I place an order?

To place your order, you choose the item that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you fill in your personal information and pay for the selected products. Make sure to complete all steps in the payment procedure when paying so that we are able to capture the amount and ship your purchased products.

Where can I enter my discount code?

Your discount code can be added to your cart, which you will find if you click on the shopping cart in the upper right corner. The discount will immediately be discounted from the total sum when applying the coupon. Please note that you can only use one discount code per order.

Was my order successful?

If money has been captured from your account, the order has reached us and will be processed by our product center. Your order confirmation is sent to the e-mail address that you provided when you placed your order. You can also see your order status if you log in to your user account. If you have not received a confirmation, please contact our Customer Service.

Why can't I see my order on my account?

You need to be logged in when placing the order for the purchase to be seen on your account. You will receive all necessary order information by email even though you were not logged when placing the order.

How do I change or cancel my order?

Please contact our Customer Service as soon as possible in order for us to change or cancel your order before it is shipped.

Payments

Payment methods

You can choose to pay with Visa, MasterCard and American Express credit cards worldwide. Payments made with credit cards are made through the payment system Stripe. Marquerink does not directly handle any credit card numbers.

What do I do if my payment has not been captured?

If you are not able to pay with your credit card, it is usually because your card is issued in another country than the one you are ordering from or the billing address is different to that of the shipping address. Our payment system Stripe applies machine learning models to evaluate how likely it is that a payment might be fraudulent. If you are not able to pay with your card please contact our Customer Service for further assistance.

Information regarding VAT

Regardless of where you are ordering to, you will pay the same price that is displayed when viewing an item or in the checkout. When you order from a country within the EU and some other countries VAT and customs fees may be charged to you when receiving the order. You can contact your local customs for an estimation of these fees and they will later be charged to you by our courier. You can contact your local customs for an estimation of these fees and they will later be charged to you by our courier.

Delivery Information

Is it possible to track my order?

You will receive a tracking number when your order has been dispatched from our product center. If your order has not arrived within the stated delivery time, please contact our Customer Service.

From where are the items shipped?

All orders are shipped from our product center. You will receive a courier tracking number within 1-2 business days.

Return and Exchange

Return instructions

As a customer, you have the right to return and receive a full refund of any purchased products within 30 days of receiving your order. Please pack the product the same way it was delivered. Please note that the product must be in the exact new condition as when having received it. All returns should be sent back to our product center. For instructions on how to proceed please contact our Customer Service.

Exchange instructions

If you want to exchange your product, please follow the return instructions above to send the product back to us. You can make an exchange for a product of the same or lesser value. If you wish to exchange for a more expensive product, we will make a refund and notify you when it’s done. You can place a new order with the new product at any time.

Have you received my return?

You will receive an email confirming the registration of your return from our return department and your refund will reach you within 3-7 business days after that. If you haven’t received an email within two weeks from the date that you returned your package, please contact our customer service with your order and tracking number.

I have received the wrong product

We advise you as our customer to check that the product is correct and flawless when you receive your delivery. If you have received the wrong product or if it is damaged, please contact our customer service within 14 days.

Product Information

What is the scarf made of?

All our scarves are made of silk or mixed material of the finest quality. The prints are made with digital laser printing technology for uncompromising quality and long lasting vivid colors.