Through our catalog or using the search engine, you can choose the products you want to include in your order. When you find a product that interests you, click the "Add to Cart" button on the product detail page. Remember to select any available options, such as size, color, or other. When you arrive at the shopping cart page, you can see the complete list of items you have added. You can make any changes you want, such as: changing the quantity of an item or removing an item from your cart. If you want to continue shopping, click on the "More purchases" button. Once you have added all the items you want to purchase to your cart, you are ready to complete your order. Proceed with the order by clicking on the "Complete purchase" button, fill out the form with your personal data, shipping data (if different from your personal data), choose the payment method and proceed with payment. If you are already registered on our site, you just need to enter your name and email address, your data is already in our database. If you are a new customer, you must fill in the Personal Data Form: name, surname, email, address, city, zip code, province and a contact telephone number. Please make sure the country of dispatch is correct. If you prefer not to register on our site, you can also proceed without registering; however, in this way we will not be able to send you our special offers for loyal customers. Once all the information is completed (personal data + payment method), you can proceed with the payment. You will be directed to the Paypal payment page or to the SSL system for credit cards, depending on the payment method chosen. Once the payment is completed, you will be redirected to our site, where you will see the summary of your order directly on Video. You will also receive an email with all the order data, the payment summary and a link to monitor the progress of your order in real time. If you have chosen to pay by bank transfer, your order will remain in "pending" status until payment is received; remember that you have 5 working days to proceed with the payment otherwise your order will be cancelled.
2. Is it safe to order online?
Yes! All purchases you make on our site are 100% safe. Mareshop pays the utmost attention to the security of online payments. Your bank details are protected and encrypted using the most advanced technology, so it is much safer to send us your details via the Secure Server than to pay at a gas station, restaurant, etc. Your data is transmitted to the payment servers in encrypted form via the SSL (Secure Socket Layer) protocol and is used in a totally secure environment managed directly by the payment companies. We do not record this data at any time.
3. Do the prices already include VAT?
Yes, all prices shown in the catalogue include VAT according to EU legislation. For customers outside the European Union, the prices applied will be without VAT. The exact amount will be displayed on the checkout page, once the country of destination of the order has been specified. Any duties or taxes required during customs clearance of the goods for countries outside the European Union, remain the responsibility of the recipient.
4. Can I view prices in currencies other than the Euro?
For some countries, prices are shown in local currencies: British Pound, US Dollar, Canadian Dollar, Australian Dollar and Swiss Franc. The exchange rate is updated daily, based on public price lists. The amount charged in case of payment will still be in Euros, so there may be price deviations due to the exchange rate applied by Paypal or your credit institution.
5. Can the order be delivered to a different address than the billing address?
Yes, you can specify a different shipping address during the purchase process, or, if you have already placed the order, you can contact Customer Service specifying the order number and the new address. Remember, however, that we can only change the shipping address if the order has not already been shipped.
6. Can I collect my order from your location?
Absolutely. If you have the opportunity to pick up your order directly, you can select the "Collect in Store" option at the time of purchase. In this case, a processing and packaging fee will be charged, which is highlighted on the cart page and in the purchase confirmation. When your order is ready for collection, we will notify you by email and, if you have left your mobile number, also by text message. From that moment, you will have 5 days to collect your order, at the times indicated. In case of failure to collect within the expected time frame, the order will be cancelled. Only in case of "Collect at the office" it is possible to pay for the order at the time of collection. The accepted methods are Bancomat, Visa or Mastercard credit card and cash. Cash payment is only allowed for amounts up to 2000 Euro. For more information, visit the In-Store Pickup page.
7. Can I come and choose products at your store?
Mareshop is an online-only store. We have a collection point where you can pick up your orders, but we are not a traditional store and you cannot come and see or try the products.
8. How can I know if an item is available (in stock)?
Unless there is an error in our system, all items displayed in our store indicate on the product sheet the availability and the number of items available for each piece (in assortment of specific color and size). The availability information for all our items is updated in real time. In case of availability 0 (zero), the expected restocking times in working days will be indicated or, if this information is not available, only PRE-ORDER will be indicated. In this case you will be notified as soon as possible about the actual waiting times, when the supplier will communicate them to us. In case of out of stock products, we are not able to estimate certain restocking times; if you are interested in the product, leave your email address and we will notify you as soon as it is available again. All out of stock items cannot be purchased and you will not be able to add them to the cart. This choice was made to ensure certain order processing times. However, if you want to add a specific product to the order, contact us through our Customer Service and we will do our best to meet your needs.
9. What is a DEMO product?
DEMO products are new products, with regular warranty, that have been displayed in our showroom. The packages are generally intact but not sealed. You can identify them with the word DEMO in the product name and they are included in the appropriate category within our site.
10. Will I receive a notification when my order is shipped?
Yes, when your order is shipped, you will receive a shipping confirmation email with a link to the tracking page.
11. Can I change my shipping information after my order has been shipped?
Once we have sent your order to the address you provided, we cannot change the shipping information. If you are not at home when the package arrives, the courier will leave you a note so that you can contact them to arrange another time or go in person to the corresponding office.
12. How long will my order take to arrive?
We try to process all orders within 1 working day of placing them (if you pay by credit card or paypal) or receiving payment (if you have chosen bank transfer). In exceptional cases, which may not depend on our will, there may be delays in the management of orders; in this case, our commitment is to process all orders within a maximum of 3 working days. If you pay before 11am, we will do our best to process your order and deliver it to the courier the same day. Once handed over to the courier, delivery times vary depending on the country of dispatch and the shipping method you have selected. Once the products are ready to be shipped, we will send you an email to inform you that your order has been shipped and include a link to the courier service so you can check the status of your order. An estimate of delivery times is visible on the cart page, next to the corresponding shipping method. For some locations (for example Malta, Cyprus, The Azores and in general all the islands) delivery times may increase by 1/2 days, even for express services.
13. Which countries do you ship your products to?
We currently ship to all countries listed at the top of the site.
If you want to receive your order in a country not included among these, please contact our Customer Service .
ATTENTION : for countries outside the European Union, retail prices will be applied without VAT. Any duties or taxes required during customs clearance of the goods to these countries remain the responsibility of the recipient.
14. How much are the shipping costs?
You can know the shipping costs of your order in advance by viewing them on the cart page. The costs depend on the selected courier and the destination country. Once you have entered the cart page, select the country and the shipping postcode. The shipping costs for the various available couriers are visible in the shopping cart at the bottom of the product list. Every time you add a product to your cart, shipping costs may change. We therefore recommend that you always update your calculation to check the total price of the items and shipping costs before finalizing your purchases.
15. Are there any extra costs I have to pay to receive the products I purchased?
For deliveries within the European Union: the price indicated in the cart already includes shipping costs and all applicable taxes, except for areas that have additional taxes, such as the Canary Islands (taxes must be paid to the local authority). For deliveries outside the European Union: Some countries may apply customs duties and/or taxes on deliveries originating from the European Union. Customers are responsible for any applicable customs duties and/or taxes that may be imposed on a shipment to the destination country.
16. What happens if I am not at home when the package arrives?
If you are not at home when the package is delivered and the courier cannot leave it with anyone else you indicate or in a safe place, he will leave a note for you to contact the corresponding office to agree on a delivery time. the courier will pass by your address twice. If no one can receive the package at the selected address, please indicate your work address or that of some friend/family member when placing the order.
17. Can I ship the package to a PO Box?
Sorry, but we cannot ship to PO boxes, military bases or hotels. The couriers we work with only accept a physical address and a phone number to contact the customer. A signature will be required when the package arrives.
18. Can I return a product?
If you are not satisfied with any of the products you have purchased, you can return it to us within 14 days of receiving the package. To be eligible for a return, the product must be intact, new, without damage or signs of wear, and in its original packaging. To return a product, write to our Customer Service indicating the order number and the code of the product you wish to return; you will receive an email with all the instructions for shipping the product. Once we have received it and verified that it is intact and corresponds to the purchased product, we will provide a refund equal to the price of the product as soon as possible. The return shipping costs are in any case the customer's responsibility.
19. I purchased with VAT number and changed my mind about a product. Can I return it?
The Right of Withdrawal is regulated by the Consumer Code and concerns only distance sales between the seller and private non-professional consumers, therefore if you are a VAT number or a company you cannot avail yourself of the right of withdrawal. For more information, see the Right of Withdrawal page.
20. I ordered a product in the wrong size, can I return it?
Absolutely! If you realize you got the wrong size, color, or simply changed your mind, return the product to us within 14 days of receiving the package, as long as it is new, intact, and in its original packaging, and we will refund the price paid for the returned item. Contact Customer Service and you will receive an email with the instructions for the return. The shipping costs for returning the product are at your expense.
21. I received a different product than the one I ordered, can you replace it?
We always take the utmost care in packaging orders, but an error could always happen; in this case it is sufficient to contact the Customer Service and we will replace the non-compliant product with the one you ordered as soon as possible, without any additional costs.
22. Are your products under warranty?
Of course! All our products are covered by the manufacturer's standard warranty and the 24-month warranty for defects of conformity. If you detect a defect in one of our products within 30 days of receipt and the product is still new and in its original packaging, you can return it to us and we will replace it. If you have already used the product or more than 30 days have passed since you received the package, you can contact one of the manufacturer's authorized service centers directly, following the instructions indicated in the documentation inside the product package. In any case, to benefit from warranty assistance, you must always keep the receipt of your order that we sent you by email to confirm payment.
23. I have a VAT number, can I have an invoice?
Of course! In order to receive the invoice, you must place the order as a registered user, entering your VAT number among your data (which is normally an optional field) and request it by contacting Customer Servicewithout fail within the same day of the order , regardless of the payment system selected, indicating the order number, company name and data of the invoice holder. Invoices are issued in any case after receiving payment and sent to customers in .pdf format by the end of the month of request.
