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United States & Canada

Europe & Middle East: General Inquiries

    • UK: +44 20 7408 7066
    • France: +33 1 44 50 23 60
    • Italy: +39 02 00 68 52 22
  • eu.customercare@marcjacobs.com
  • Representatives Available
    • Mon-Fri - 10am-7pm CET
    • Sat - 10am-5pm CET

FAQ

General

How can I contact a Marc Jacobs representative?

Marc Jacobs customer service representatives are available 24 hours a day to answer your questions at 877-707-6272 or by email at customerservice@marcjacobs.com.

Why am I not able to add an item to my bag?

To add an item to your bag, make sure you have selected a COLOR and SIZE. Once these two are selected, you may add the item to your bag. If you need further assistance, please contact a Marc Jacobs Representative. 

How do I check the status of my order?

You can check your order status at any time by clicking on the “MyMJ” link at the top of every page and logging into your account. You may also call us at 877-707-6272 or email at customerservice@marcjacobs.com for additional assistance.

Can I place an order over the phone?

Marc Jacobs Customer Service representatives are available 24 hours a day to help you with your purchase. Please call us at 877-707-6272.

How do I cancel or change my order?

Unfortunately, once your marcjacobs.com order enters the shipping process, we are unable to cancel or make changes to your order. Our system is designed to process orders immediately. When you receive your order, check your packing slip for our return policies and for the return process. We will refund the purchase price of the return, minus any shipping or handling, charges. You are welcome to call us at 877-707-6272 or email at customerservice@marcjacobs.com for additional assistance.

What forms of payment do you accept on marcjacobs.com?

We accept payment via PayPal and the following credit cards:

  • Visa
  • MasterCard
  • American Express
  • Discover Card

 

We also accept debit cards with a Visa or MasterCard logo. We are now accepting international credit cards with billing addresses in U.S., Australia, Brazil, Canada, China, Denmark, France, Germany, Hong Kong, Italy, Japan, Mexico, Norway, Russian Federation, Singapore, South Korea, Sweden, Taiwan, Thailand or the United Kingdom.

Payment is available via PayPal with a registered PayPal account. Don't have a PayPal account? Sign up for one here.

In what currency are the prices displayed on marcjacobs.com?

All prices of merchandise on marcjacobs.com are shown in U.S. Dollars (USD). Please note the final checkout price is also reflected in U.S. dollars (USD).

Is my credit card information safe?

Marc Jacobs uses secure server software over a Secure Socket Layer (SSL) line to protect credit card information. All personal and credit card information is encrypted so that that it cannot be read as it travels to an ordering system. Once it is received, it is stored in a location not accessible via the Internet.

How is tax calculated?

State laws require that we charge applicable sales tax on orders shipped to the following states, where Marc Jacobs has a retail presence:

CA, FL, GA, IL, KY, MA, NJ, NV, NY

Orders shipped to Canada will be subject to duties, customs tariffs, value added taxes and similar taxes that are levied are required in the applicable jurisdiction by local authorities, which will be in addition to the prices for the merchandise listed on our website and will be collected during Checkout. When placing an order on marcjacobs.com, you (the customer) are considered the importer of record and must comply with all applicable laws and regulations. All charges for duties, taxes and the carrier's collection fee are in addition to your shipping charge and shall be paid exclusively by you and will be reflected on your invoice. You should contact your local customs office for further information. The amount of any applicable duties, tariffs and taxes will vary based on a multitude of factors, including items such as the destination of origin or the classification of the merchandise being purchased.

What do I do if my item(s) arrived damaged or defective?

Marc Jacobs stands behind the quality and craftsmanship of all of our products. If you believe your item is defective or has been damaged en route, please contact a customer service representative at 877-707-6272 or via email at customerservice@marcjacobs.com, available 24 hours a day.

How do I sign up for your email list?

You can subscribe to our email list by entering your email address in the “Newsletter” field at the bottom of the side navigation window. We’ll keep you informed on everything Marc Jacobs including upcoming events, site updates, new products.

Shipping & Returns

How much will shipping cost?

We offer a variety of shipping options, detailed below.

We offer complimentary ground shipping for all Marc Jacobs Collection orders, as well as all orders over $200.

United States

Standard Ground $10.00
3 Day $16.00
2nd Day $23.00
Next Day $32.00

 

Canada

Standard $12.00
Expedited $23.00

 

Does marcjacobs.com ship internationally/outside of the United States?

At this time, we only ship to the contiguous United States, Alaska and Hawaii, and Canada (excluding the Province of Quebec).

You can also use our Store Locator to find your nearest Marc Jacobs or Marc by Marc Jacobs boutique. Our sales associates are happy to help and can even ship to you.

Find a store here: Store Locator

Some items sold require special handling as specified by federal, state and local regulations governing the transport of these items. At marjacobs.com, we comply with these regulations; therefore, the shipment of some products to certain locations may not be possible. Please contact us with any questions via email at customerservice@marcjacobs.com.

How long will it take to receive my order?

Expedited orders placed by 12pm EST will be shipped same day on all business days.

For shipments within the United States:

  • Overnight (1 business day)
  • 2nd Day (2 business days)
  • 3rd Day (3 business days)
  • Standard (3 - 6 business days)

For shipments to addresses located in Canada (excluding the Province of Quebec):

Purolator Air Service
Most items may be shipped to locations in Canada via Purolator Air Service. You can expect your order to arrive within 2-3 business days, although due to customs processing some orders may arrive after this date.

Purolator Ground Service
Most items may be shipped to locations in Canada via Purolator Ground Service. You can expect your order to arrive within 3-8 business days, although due to customs processing some orders may arrive after this date.

Canada Post Expedited Parcel Service
Most items may be shipped to post office boxes in Canada via Canada Post Expedited Parcel Service. You can expect your order to arrive within 7-10 business days.

Note: Most merchandise will ship within 1 to 2 business days after your order is received. Business days are Monday – Friday, excluding Federal holidays in the United States and Canada.

How do I return an item?

We are happy to accept returns for merchandise purchased on marcjacobs.com that has not been worn, washed, or altered, with tags still attached and in the original packaging (box, sunglasses case, garment bag, etc), within 30 days of purchase. Fragrances and Marc Jacobs Beauty products may be returned lightly used. All swimwear and underwear purchases are final sale; no returns or exchanges are accepted on these items.

For your convenience, any domestic orders placed on marcjacobs.com over $15.00 will receive a prepaid UPS shipping return label with your order. Unfortunately, Canadian orders will not receive a prepaid label. If you choose to return your order, a fee of $6.00 will be deducted from your order credit amount. Pack item(s) securely in the original product packaging and include all paperwork. Complete the return reason questionnaire on the packing slip and include it in the return package. Before sending your return shipment, please remove all extra labels from the outside of the package.

If you choose not to use the prepaid UPS return shipping label, you are welcome to use a postal carrier of your choosing and at your own cost. Please send the return package to the following address:

Marc Jacobs Returns Fulfillment Center 
350 Omega Parkway
Shepherdsville, KY 40165

Marc Jacobs recommends using a traceable carrier, insured for the full value of the return merchandise. We are not responsible for return packages lost en route. We cannot accept C.O.D. Keep the Return Tracking Number for your package to monitor the delivery status.

How long will it take to receive a refund on a returned order?

To receive credit, items must be returned within 30 days of delivery. You can expect a refund in the same form of payment originally used for the purchase within 30 days of our receiving the returned order.

How do I return or exchange an order I received as a gift?

At this time, marcjacobs.com does not process exchanges on gift orders. Any credit for items returned from a gift order, will be issued to the original purchaser. You are welcome to call us at 877-707-6272 or email at customerservice@marcjacobs.com for additional assistance.

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