Help
How do I check the status of my order?
You can check the status of your order by clicking on the "My MJ” link at the top of every page and logging into your account. You may also call us at 877-707-6272.
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 877-707-6272.
What forms of payment are accepted at the Marc Jacobs online store?
We accept 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 a billing address in the U.S., Canada, China, France Germany, Hong Kong, Italy, Japan, Russian Federation, South Korea or United Kingdom.
How do I guarantee that my credit card is safe?
The Marc Jacobs online store 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 long will it take to receive my item?
Expedited orders placed by 2pm will be shipped same day on all business days.
We offer four shipping methods:
- Overnight (1 business day)
- 2nd Day (2 business days)
- 3rd Day (3 business days)Standard (3 - 6 business days)
Note: Business days are Monday through Friday, excluding United States Federal Holidays.
How much will shipping cost?
- $10.00 - Standard
- $14.00 – 3rd Day
- $16.00 – 2nd Day
- $22.00 – Overnight
- $11.00 - Standard
- $16.00 – 3rd Day
- $18.00 – 2nd Day
- $24.00 – Overnight
- $0.00 - Standard
- $18.00 – 3rd Day
- $20.00 – 2nd Day
- $27.00 – Overnight
- $0.00 - Standard
- $20.00 – 3rd Day
- $22.00 – 2nd Day
- $23.00 – Overnight
How do I cancel/change my order?
Unfortunately, once your order enters the shipping process, we are unable to cancel or make changes to your online order. Our system is designed to process and ship orders immediately. When you receive your order, check your packing slip for our return policies. We will refund the purchase price of the return, minus any shipping, handling, or gift boxing charges.
How do I return an item?
Marc Jacobs wants you to be totally satisfied with your purchase. We are happy to accept returns for merchandise that has not been worn, washed, or altered, within 30 days of purchase. Fragrances may be returned lightly used.
Pack item(s) securely in the original product packaging (if possible). Please 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. 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 return package to monitor delivery status.
You are able to track your return shipment through My MJ.
Marc Jacobs stands behind the quality and craftsmanship of all of its products. If you believe your item is defective or has been damaged en route, please contact our web sales team at 877-707-6272 or via email at customerservice@marcjacobs.com, available 24 hours a day. We appreciate your business and thank you for shopping Marc Jacobs.
How long will it take to receive my refund?
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. Credit for gift returns will be issued to the original purchaser.
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
Can I place an order if I live outside the United States? Does the Marc Jacobs online store ship internationally?
At this time, we only ship to the contiguous United States, Alaska and Hawaii. We are now accepting international credit cards with a billing address in the U.S., Canada, China, France Germany, Hong Kong, Italy, Japan, Russian Federation, South Korea or United Kingdom.
We thank you for your interest in our brand, and apologize for not being able to fulfill your order. We do, however, have an international retail presence. Please use the link below to view our Store Locator to find a store offering Marc Jacobs products near you.
Does the Marc Jacobs online store offer gift wrapping?
Gift wrapping is available on certain items. You can select this option when you proceed to checkout.
How do I sign up for your email list?
You can opt-in to email by clicking on the "Subscribe” link at the top of every page. A new window will open where you can fill out your email information.
How can I contact Marc Jacobs’ representatives?
Marc Jacobs customer service representatives are available 24 hours a day to answer your questions at 877-707-6272 or via email at customerservice@marcjacobs.com.