Frequently Asked Questions (FAQ)

At MARECLO, we want to provide you with the best shopping experience. Here you'll quickly find answers to the most important questions about ordering, shipping, and returns. For all other questions, you can reach our customer service via the contact form or by email at info@mareclo.com.

Online Shopping

Do I need to create an account before I can shop online?
No. You can easily order as a guest. A customer account is optional, but offers you advantages such as viewing your order history and faster checkout.

What payment methods can I use to shop in the MARECLO online shop?
You can pay securely by credit card (Visa, Mastercard, Maestro), PayPal, and Klarna. Payment processing is encrypted via our payment service provider.

Can I add items after submitting an order?
An already submitted order cannot be supplemented afterwards. Please place a separate order or contact our customer service via the contact form – as long as the order has not yet been shipped.

Where can I view my order history?
If you ordered with an account, you will find all orders in your customer account under "My Orders". For guest orders, you will find the details in the order confirmation email.

Can I cancel my order?
Please contact customer service as soon as possible via our contact form before the order is shipped. After dispatch, the rules for returns or revocation apply.

Why couldn't I successfully submit my order?
Possible causes include a rejected payment, a disrupted connection, or an outdated browser cache. Please try again; if the problem persists, our customer service will be happy to help you.

What if I placed an order twice?
Please contact us immediately via the contact form with both order numbers – we will cancel the duplicate order as long as it has not yet been shipped.

When will I receive a notification if a product is out of stock?
For out-of-stock items, you can register for the "Notify Me" function on the product page – if available – and you will be informed as soon as the item is back in stock.

Shipping & Delivery

How quickly will my order be delivered?
We ship quickly and securely with DHL. Orders are usually delivered within Germany within a few business days.

What are the shipping costs?
Free shipping throughout Germany – fast & secure.

How can I track my delivery?
After shipping, you will receive a tracking link by email, with which you can track your DHL package at any time. With DHL, you can also pick up packages at a packing station or determine your preferred delivery location/day.

My order was "delivered," but I didn't receive the package.
Please check with neighbors, at your packing station, or at an agreed drop-off location first. If the package cannot be found, contact us via the contact form – we will initiate an investigation with DHL.

My delivery is being returned to MARECLO. What can I do?
As soon as an undeliverable shipment arrives with us, we will contact you, or you can contact our customer service – we will gladly arrange for re-shipment.

Can I change the delivery address?
If you need to change the delivery address, please contact customer service as soon as possible before the order is shipped and provide the new address. Please use this contact form for all your questions to our customer service.

Returns & Complaints

My order arrived incomplete – what should I do?
Please contact us via the contact form and provide your order number and the missing items. We will investigate the case and send any missing items.

How long does the refund process take?
Processing the return can take up to 30 days. The refund will then be made using the same payment method as the original order (to the credit card for credit card payments; for bank transfers, we will need your bank details).

Can ongoing refunds be directly offset against new orders?
No. Refunds are paid out separately via the original payment method and are not offset against new orders.

Are the products distributed by MARECLO original goods?
Yes. We exclusively distribute original products. All mentioned products and logos are registered trademarks of their respective manufacturers.

Further information on returns can be found on our Returns page and under Right of Withdrawal.