Exchanges and Returns

Can I request an exchange in a custom product?

The possibility of making changes will depend on the production status of the product:

• Design phase: If the product is still at this stage, there will be no problem in making the requested modification.
• Production Phase: Unfortunately, once the product has gone into production, we will not be able to make changes.

We recommend contacting us as soon as possible so that we can evaluate your case and help you as much as possible.

Once I have received the order, can I exchange it for a different product?

The exchange can be made when it is not a product with personalisation or manufacture expressly for the customer.

You must send your request to info@marmarina.com indicating that you wish to request the exchange, the new product and its quantity, order number and date of the same.

It will be the same as a return and the customer will be able to place a new order in parallel with the product for which they wish to make the exchange.

How do I proceed if I have received the order and there is an error?

Contact us as soon as possible by email at info@marmarina.com indicating the order reference number, attach images of the product and describing the reason.

We will contact you as soon as possible to offer you a solution.

I placed an order, but I need more quantity and I don't reach the minimum order?

If you have already placed an order and need to expand on it, don't worry.

Send us an email to info@marmarina.com indicating that you wish to extend the order, the order reference number, the product and its quantity. The price per unit of the increase will correspond to the unit of minimum quantity.

What is the deadline for making a return?

If you wish to make a return, you have 14 calendar days from the day of receipt of the item.

How is a refund processed?

You must send your request to info@marmarina.com indicating the reason, order reference number and date of the order.

Can you arrange the shipment for return?

We have a collection service, for this you must indicate the complete address where the delivery will be made, including contact person, telephone number and collection time.

What are the return costs?

Return costs are at the customer's expense.

In the event of a return, the transport costs generated, including shipping costs, will be deducted from the total amount, even if these have been free due to promotions, discounts or a minimum purchase amount.

If you decide to use our pick-up service for the return, the corresponding costs will also be deducted from the refund.

How long does it take for the refund to arrive?

Once we receive your refund and check that everything is in perfect condition, the refund will be made within a maximum period of 15 days, depending on the bank.

How do I prepare the return package?

Put the products you want to return in the same box from which you received the order, making sure that it is protected and closed correctly.

You do not need to print any tickets, the carrier will pick up your package on the appointed day.

Can I return a personalized product?

All products customized or manufactured expressly for a customer do not allow returns.

Can an order be cancelled?

Once the order is completed, it is not possible to cancel it.