General Assistance
If you have sizing concerns or need assistance with your order, please email us directly at info@maraisusa.com.
PAYMENT
We gladly accept the following credit cards: Visa, Mastercard, and American Express. We do not accept Discover card. Sales tax is charged only to New York State residents; the tax rate is 4.375%. Residents in other states are responsible for complying with local state tax laws.
ORDER PROCESSING
All orders placed Monday – Friday (excluding holidays) before 1pm EST will begin processing that day and will ship within 48 hours pending availability and credit verification. Orders placed after 1pm EST will begin processing the next business day. Orders placed on Friday after 1pm EST will begin processing over the weekend. However, the order will not be shipped out until the following Monday. Transit times do not include Saturday, Sunday or holidays.
ITEM AVAILABILITY
If the item you ordered is out of stock or waiting to be restocked, you will receive an email from us. This email will provide you with the option to cancel the order or to request email notification when the merchandise is available again for sale. In case of incomplete delivery, only the goods delivered will be charged. We do not charge your credit card until your order is ready for shipment and we do not bill you for items that are not available.
TRACKING YOUR ORDER
You will receive a shipping confirmation e-mail once your order has been shipped. This confirmation will include the tracking number for your package. Depending on the firewall settings of your personal computer, shipping confirmations may be automatically stored in your Spam/Junk mail folder. Please be advised that once an order has been placed we are unable to make any modifications to the order including cancellations.
DOMESTIC SHIPPING
Marais USA is unable to ship to military APO/FPO addresses, as well as P.O. Boxes. All domestic orders are shipped via UPS ground. Orders are processed Monday through Friday excluding holidays. Orders received on weekend days, holidays and after 1pm EST will begin processing the next business day.
Shipping costs are based on your total order amount before sales tax is applied. Rates are calculated as follows (all rates are based on order subtotals, before taxes and discounts):
Ground Shipping (5-7 Business Days)
Orders under $100 = $10 shipping and handling
Orders totaling $101-$249 = $15 shipping and handling
Orders totaling $250 or more = Free shipping and handling
3rd Day (3-4 Business Days)
All Orders = $20 shipping and handling
2nd Day Air (2-3 Business Days)
All Orders = $30 shipping and handling
Next Day Air
All Orders = $55 shipping and handling
EXCHANGE POLICY
Please read these policies carefully prior to placing your order. If you place an order with Marais USA, you are thereby agreeing to abide by these policies.
Marais USA truly wants you to be happy with your order. If something is not right, just let us know by emailing us at info@maraisusa.com. Items will be accepted for either an online credit or for a merchandise exchange. Marais USA can accommodate a refund with a restocking fee that is dependent on the number of items in your order. The restocking fee is $15.00 for the first item, and $5.00 for each additional item thereafter. Please note that all exchanged items are FINAL SALE. All requests for exchanges must be made within 7 days of receipt and must be approved by Marais USA first. We reserve the right to deny requests if the reasons for exchanges do not meet our return policy requirements.
Before sending out your exchange package, you must email us at info@maraisusa.com for an Exchange Authorization Number. Exchanges sent without authorization will be refused. The packing slip included in your original shipment is required for all return packages. You must list your Exchange Authorization number and reason for exchange on the packing slip. Again, we do not accept packages without an Authorization Number.
The merchandise must be packaged and postmarked within 7 days from the issuance of the exchange Authorization Number. Shipping and handling charges are non-refundable. Customers are responsible for return shipping costs, but will not be charged to receive an exchanged item. Therefore, customers cover the cost to ship it to us and we will cover the cost to ship it back to our customers. We will not accept CODs.
Merchandise must be returned in original condition and with all original tags attached. Merchandise cannot show any signs of previous wear. Original packaging must be intact and in sellable condition. When returning shoes, the return will be denied if there is extensive damage to the shoe box or if the shoe box has been used as the shipping box. Please ensure proper packaging of both the shoes and shoe box when attempting an exchange.
Send to:
Capacity LLC
Marais USA Return (insert Exchange Authorization Number)
1112 Corporate Road
North Brunswick, NJ 08902
We recommend that you send the package back to us via traceable carrier and to insure the full amount of the merchandise you are sending back to us. We cannot accept responsibility for reimbursement or compensation for lost packages.
Exchanges/Refunds are processed within 2-3 weeks after we receive the merchandise. You will receive a confirmation by email when your exchanges/refunds are processed. We will not be able to process your exchange without having your original order back to us. In case merchandise is not available for exchange, you will be reimbursed.
All sale merchandise is FINAL SALE. All items offered during a marketing campaign or promotional sale are FINAL SALE.
If an order is returned due to the customer’s failure to accept the package, it is the customers responsibility to contact Marais USA within 14 days of the last attempted delivery in order to receive a partial refund. The cost of return shipping will be deducted from the order, as well as a restocking fee that is dependent on the number of items in the order. Marais USA is not responsible for returned packages due to the customer’s failure to accept delivery.
If there is a manufacturer’s defect, please email us within 7 day of receipt at info@maraisusa.com. We will do our best to correct the mistake as fast as possible. Shipping costs will be refunded due to damaged merchandise or Marais USA’s error. In such a case, we will send you a return label via email at our cost.
We have the right to deny credits if the merchandise returned does not meet our return policy requirements.
INTERNATIONAL SHIPPING
For international orders, Marais USA ships via Fed-Ex. Marais USA will initially charge you a base $60 fee for shipping costs. Once we receive the correct quote from Fed-Ex for your package, we will refund you the difference between the actual shipping cost and the base $60 rate. You will only be refunded if your shipping charges are less than the base rate of $60. If they amount to more than $60, Marais USA reserves the right to charge your credit card for the difference in cost.
Once Marais USA has delivered the merchandise to the carrier, you will assume the risk of loss and title for the merchandise. You are responsible for any additional taxes and duties. Marais USA is not responsible for any fees charged by customs.
If you decide to refuse any shipments from Marais USA, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to Marais USA. This amount will be subtracted from your merchandise refund. All international orders are FINAL SALE.
