FAQ

CAN I MAKE CHANGES TO AN ORDER?

  • If you need to make a change to your order please contact us immediately. Once the order is processed and we begin production of your order, we will be unable to make changes. Please ensure that the shipping address is correct before placing your order. We can not honor any address changes once your order is processed.

DO YOU HAVE A STORE LOCATION?

  • No, La Marque Sensuelle is an online store. We do not offer a local pick up option and prefer that all orders be shipped! All items are in stock and will ship within 5-7 business days. PLEASE REVIEW OUR COVID 19 UPDATES, SOME THINGS HAVE CHANGED.  

MY ITEM ARRIVED DAMAGED, WHAT SHOULD I DO?

  • Sadly, these unforeseen events happen during transit. It's out of our control how carriers handle fragile Items in our absence, but we assure you all packages are packed and equipped for rough handling during transit. Please inspect your order immediately upon receipt and contact us within 48 hours to report any damage. After 48 hours we reserve the right to reject any claims of damages. All original packing materials and boxes must be retained for inspection purposes.

 

What to do if you receive a damaged product

1. Send a very Clear Picture of the damages to sales@marquesensuelle.com please include your order number at time of initial contact to expedite the replacement process.

2. Give us 48 hours for us to follow up with you regarding your damaged products. A claim with the carrier is the best option when it comes to items lost, stolen, and or damaged while in their possession. We will attempt to file a claim on our end as the sender however we've found that it is best for the receiving party to list all details available on the claim and submit their own. All packages are insured so once the claim is made and documented by the shipping carrier we will send you a replacement product or order. Please note UPS claims are a little more complicated and take longer to process.

We are not responsible for damages that occur in transit between third party shippers to your foreign location. This applies to international customers shipping through services like Aramex and virtual address, this is because we have no control how products are repackaged to your destination.

(International Customers)

Please follow the steps above and a refund will be given immediately. Sadly we do not reship damaged products.

Missing Items?

Please follow step number 1, your claim with our company will be denied if we are not made aware of any missing items from your order within 24hrs of delivery confirmation. If there is no visual damage to the package and it is clear that our team forgot to pack an item(s) of your order we will ship the item within 24-48hrs.

WHY WAS MY ORDER CANCELLED?

  • If your order is flagged as fraudulent your order will be cancelled IMMEDIATELY. In the event that an item in your cart becomes out of stock and is no longer available you will be contacted within 24 to 48 hrs about the cancellation. If your order contains additional items, these items will still be shipped and the out of stock item will be removed from your cart.