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. 

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 1-3 business days. 

WHEN WILL MY ORDER SHIP?

  • Our processing time is between an hour and 1-2 business days before actual shipment. Once shipped your parcel should arrive within 1-3 business days via UPS Ground Shipping. Orders placed by 4pm on shipment days Monday, Wednesday, & Friday will be shipped on the same business day.
  • During sale periods and due to the possible high demand of some of our products, please allow 5 business days for us to process your orders before shipment. However we ensure you will receive your items in a fast and safe manner.

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 48 hours for us to file a claim with the carrier, once its approved we will send you a brand new product.

Please note USS claims are a little more complicated and takes longer to process . We assure you we would take good care of your damaged product swiftly.

Please note 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.

I NEED TO RETURN AN ITEM. HOW LONG WILL IT TAKE?

  • Once your returned item has been received, your store credit will be processed within 3-5 business days. You will be notified via email when the transaction has taken place. We DO NOT offer cash refunds, only exchanges or store credit for an item of equal or lesser value.

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.