FAQ

Topics

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Our customer service is available Monday to Friday from 8am to 9pm EST and Saturday to Sunday from 10am to 6:30pm EST.

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Topics

Will my item come with a dustbag?

Each product page will state if a dustbag is included, not all products come with a dustbag.

If your item states a dustbag will be provided and you don't receive one, please reach out to our customer service team via email at customerservice@marcjacobs.com with your order number for assistance.
How can I contact a Marc Jacobs representative?

Our customer service representatives are available to answer your questions on domestic orders via chat, by email at customerservice@marcjacobs.com or at 877-707-6272 (English only).

Chat and phone hours of operation:
Monday – Friday between 8am – 9pm EST
Saturday & Sunday between 10am – 6:30pm EST

If you have questions about an international order, please use our Help Center to contact a customer service representative.
My payment declined but I still see a charge. What should I do?

If your payment declined, please ensure that all the information including billing and shipping address are correct. If all the information is correct, we recommend reaching out to your financial institution for further assistance.

Depending on your financial institution, you may see an authorization hold that will be released.

We advise that you:
• Check that the payment method is active and not expired.
• Ensure your security number is correct.
• Ensure that your billing address matches that of your payment information.
• Reach out to your bank after two declines for assistance, continuing to try may result in further declines and authorization holds.
Do you have quantity restrictions on items?

There may be restrictions on the amount of a single SKU you are able to order.
How do I check the status of my order?

You can check your order status at any time by clicking on the “Sign In” link at the top of every page and logging into your account.
You may also use our order status page and look up your order using your order number and zip code if you don't have an account with us.
Can I place an order over the phone?

Marc Jacobs Customer Service representatives are available to help you with your purchase.
Please call us at 877-707-6272 (English only) for all domestic orders.
Can I cancel or modify my order?

For orders placed in the U.S. you have one-hour from your purchase to request a cancellation. Our team does a great job at processing orders quickly, so we encourage you to please call us at 877-707-6272 (English only) immediately after placing your order with your order number and information to request a cancellation.
After one-hour has passed, we can't guarantee any cancellation.

We don't have the ability to make modifications to your order, we can attempt to cancel the order within the hour if you need to make changes: please call us at 877-707-6272 (English only) for assistance.

If you input the incorrect address on your order, please sign up for UPS My Choice to see if your package is eligible for redirection.

If you'd like to return an order you placed once it arrives, please see our return information.
The price has changed since I placed my order, can it be adjusted?

If a product's price has been lowered within 30 days of purchase, our Customer Service team will gladly assist you with a partial refund.

Please note:
• The same item in the same color and size needs to still be in stock at the time the request is made.
• Only one price adjustment can be made per order.
• Items purchased at a discounted sale price cannot be price adjusted.
When will my charge go through?

Your credit card will be charged as soon as the order ships from our warehouse to your shipping address. If you have multiple items in your order, you will only be charged when each item ships.
What forms of payment do you accept?

We accept payment via the following credit cards:
• Visa
• MasterCard
• American Express
• Discover Card
• UnionPay

We also accept debit cards with a Visa or MasterCard logo, as well as purchases made through PayPal, Apple Pay, AfterPay, and Klarna.
In what currency are the prices displayed on marcjacobs.com?

All prices of merchandise on marcjacobs.com will be shown in the currency for the region selected on the website. Feel free to select your country and currency at the footer of our website.
Is my credit card information safe?

We use 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.
How is tax calculated?

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

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.
My item(s) was marked as delivered, but I don't have it. What do I do?

We advise that you please wait 24-48 hours to reach out after a package has been marked as delivered. Please check the proof of delivery on your order's tracking page to ensure it has been delivered to the accurate location.

For all missing orders, please reach out to us via email at customerservice@marcjacobs.com with your order number and tracking information.

If you suspect your package has been stolen, we advise you to file a stolen package report, we are not responsible for packages once they have been successfully delivered to the location indicated on your order.
My order arrived and I am missing item(s). What should I do?

Your order may arrive in multiple packages. If you are missing items, take these steps for assistance:
1. Take photographs of the package and items inside.
2. Email the photos along with order number and missing items list to customerservice@marcjacobs.com.

You can also call us at 877-707-6272 (English only) to check the status of your incident.
My item(s) arrived damaged or defective, what do I do?

We stand behind the quality and craftsmanship of all our products. If you believe your item is defective or has been damaged, take these steps for assistance:
1. Take photographs of the damage, items and packaging.
2. Email the photos along with order number and description of issue to customerservice@marcjacobs.com.

You can also call us at 877-707-6272 (English only) to check the status of your incident.
How do I sign up for your email list?

You can subscribe to our email list by entering your email address in the field at the bottom of each page. Sign-up for all things Marc Jacobs: news, exclusive events and insider sales - straight to your inbox.
Inaccuracy Disclaimer

From time to time there may be information on our site(s) that contains typographical or visual errors, inaccuracies or omissions that may relate to product descriptions, pricing or availability. While we endeavor to display our products and their colors as accurately as possible, the displayed colors of the products will depend upon the technical specifications and settings of the computer and monitor of the user, and we do not guarantee that the actual colors of the products will be accurately displayed on the user's monitor. Products displayed may be out-of-stock, discontinued or otherwise unavailable, and prices are subject to change. MJI is not responsible for, and reserves the right to correct, any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order).
Product Information and Orders for Products

Products available in-store or online are not guaranteed to be the same. Similarly, prices for a product may vary between the site(s) and stores, or between currencies and regions.

You may only order products if you are 18 years old or older. You agree to pay in full the prices for any purchases you make either by credit/debit card concurrent with your online order or by other payment means acceptable to MJI, you agree to pay all applicable taxes. If payment is not received by us from your credit or debit card issuer or its agents, you agree to pay all amounts due upon demand by us. You agree that you are not permitted to resell any products purchased through or via any of the site(s) for commercial purposes.
How much does shipping cost?

We offer complimentary ground shipping on all orders over $50, for all orders under $50, a standard ground shipping rate of $9.95 will be applied.
Can I expedite my order?

We currently offer Two Day Express shipping for US orders. Orders placed before 12 PM ET begin processing the same business day; orders placed after 12 PM ET will begin processing the following business day.
Can I redirect my UPS package?

If you need to change your package delivery information, you can sign up for UPS My Choice and follow instructions for redirecting your package.
Can I exchange an order?

We do not offer exchanges for any marcjacobs.com orders currently.
Where can my order be delivered to?

For US orders, please place your order on our US website, make sure the country selection is correct.
International orders must be placed using the correct country selection and for Japan orders, please use our Japan website.

Please note that we do not deliver to APO, FPO, DPO or PO Boxes.
When will I receive my tracking information?

Your tracking link will be emailed to the email address used to place the order once it ships from our warehouse.

Please note that your order may go out in multiple packages, but you will only get tracking for the first package, if you ordered multiple items and something is missing, please reach out to us via email at customerservice@marcjacobs.com to see if there are additional tracking numbers attached to your order.
How long will it take to receive my order?

Orders are processed and shipped within 1 to 3 business days from receipt. After processing, delivery via UPS Ground typically takes an additional 1 to 3 business days after shipment.
Business days are Monday - Friday, excluding Federal holidays.
Can I return an online order to a store?

E-commerce purchases from marcjacobs.com cannot be returned or exchanged at Marc Jacobs retail stores.

To initiate a return, please visit our Returns Portal and follow the instructions using your order number and the email address used at checkout. A prepaid UPS return label will be provided for eligible items.

For any additional assistance, contact our Customer Service team by online chat, by email at customerservice@marcjacobs.com or by phone at 877-707-6272 (English only)
What is the return policy?

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 shipment. Fragrances may be returned lightly used. All swimwear and underwear purchases are final sale.

Customers should visit our Returns Portal to initiate a return. An order number and the email address used at checkout need to be provided. A free UPS label will be automatically generated.

Returns should be initiated within 30 days of shipment. Returns outside this window or for Final Sale items will not be eligible for return.
Can I return a gift?

Currently, 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 (English only) or email at customerservice@marcjacobs.com for additional assistance.
What is the retail return & exchange policy?

For purchases made in Marc Jacobs United States retail stores, the return policy is as follows:
• Returns will be accepted within 30 days of the date of purchase for exchange or store credit only, with a receipt and in original condition and packaging.
• The item must be returned directly to the store, returns by post courier are not accepted.
• This return policy applies in the US only in freestanding Marc Jacobs stores.
• Store credit is valid only at freestanding Marc Jacobs stores in the US.
• Items purchased at a discounted price may not be returned. Merchandise purchased at department stores; airports / duty free stores may only be returned to the original point of sale.
• All sales are final. No returns will be accepted for the following categories: custom or special orders, swimwear, undergarments, very used fragrance, outlet and sale items.
What is the outlet store return & exchange policy?

Merchandise purchased at all Marc Jacobs outlet stores are considered FINAL SALE and may not be returned or exchanged.

Marc Jacobs merchandise purchased at any Marc Jacobs US retail store cannot be returned at a Marc Jacobs outlet store. Marc Jacobs merchandise purchased on marcjacobs.com cannot be returned or exchanged at a Marc Jacobs outlet store.
When will I get my refund?

To receive credit, items must be returned within 30 days of placing your order. 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 long will my order take to ship?

Most merchandise will ship 1 to 3 business days after your order is received.
Business days are Monday - Friday, excluding Federal holidays.
What countries/regions are eligible for international orders?

We currently ship to the following countries/regions:

Australia
Austria
Bahrain
Belgium
Canada
Chile
China
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hong Kong SAR, China
Ireland (Republic of)
Israel
Italy
Japan
Korea (South)
Kuwait
Latvia
Lebanon
Lithuania
Luxembourg
Malaysia
Malta
Mexico
Monaco
Netherlands
New Zealand
Philippines
Poland
Portugal
Qatar
Saudi Arabia
Singapore
Slovak Republic
Slovenia
Spain
Sweden
Switzerland
Taiwan Region
Thailand
Turkey
United Arab Emirates
United Kingdom
Can I expedite/overnight my order?

We do not offer any expedited shipping methods on orders to outside of the United States.
Can I place an international order over the phone?

Unfortunately, international orders can only be placed online.
Why can't some items be shipped internationally?

We currently do not offer international shipping outside of the U.S. on fragrance and Bookmarc items. Please visit the Store Locator to find a store near you.

Other products, such as items made of exotic materials may be restricted.
Can I gift wrap my international order?

Currently, we do not gift wrap international orders.
When will I be charged?

Your credit card will be charged when you place the order.
What is the international return policy?

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. Items marked ‘Final Sale' cannot be returned.

To start the returns process, please use our Returns Portal to receive a return label for your order.

Please note that the shipping costs paid at the time of the order will not be refunded.

Items returned without an authorized return label from Customer Service will not be accepted. Keep the return tracking number for your package to monitor the delivery status.
How much is the international return fee?

For all international orders there is a return fee:
• Australia: A A$20 return fee will apply.
• Bahrain: A BHD 20 return fee will apply.
• Canada: A CAD$20 return fee will apply.
• China: A 160RMB return fee will apply.
• Denmark: A DKK 155 return fee will apply.
• Europe: A €20 return fee will apply.
• Hong Kong SAR, China: A HK$200 return fee will apply.
• New Zealand: A NZD 35 return fee will apply.
• Philippines: A PHP 1100 return fee will apply.
• Qatar: A QAR 60 return fee will apply.
• Republic Of Korea: A ₩34,000 return fee will apply.
• Thailand: A THB 800 return fee will apply.
• United Kingdom: A £16 return fee will apply.

Please note that the shipping costs paid at the time of the order will not be refunded.
Prepaid duties and taxes are collected by your local customs authority and are therefore non-refundable.
As only the recipient of an order can claim these fees back, please contact your local customs office directly with copies of the returns paperwork.
How long until I receive my refund for returned order?

To receive a refund, items must be returned within 30 days of delivery or purchase.
You will receive a refund in the same form of payment originally used for the purchase.
This will be processed within 30 days of receipt of the returned order.
Can I return a gift from an international order?

Currently, 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 contact a customer service representative via our Help Center for additional assistance.
What do I do if my item(s) arrived damaged or defective?

Marc Jacobs stands behind the quality and craftsmanship of all our products. If you believe your item is defective or has been damaged en route, please contact a customer service representative via our Help Center.
Can I return an international order to a store?

The stores cannot accept returns for orders placed online internationally.
Warranty general information and contact

Marc Jacobs will provide a one-year warranty from the date of purchase.
Your item must have been purchased from an authorized Marc Jacobs Vendor.

If your item needs to be repaired, please reach out to us at warranty@marcjacobs.com to see if it is eligible for repair. Please note that repairs can take up to 6 weeks to complete and if your item cannot be repaired, it will be reshipped back to you.

Exemptions/Exclusions/Disclaimer:
• Final sale items cannot be repaired or replaced
• Outlet items are all final sale items
• We do not clean, refurbish handbags or replace piping
• Leather items with dye transfer, and color fading are not covered by warranty
• Items that show excessive wear and tear are also not eligible for warranty
• Proof of purchase is mandatory

If your item was purchased at a Marc Jacobs store or from an authorized retailer: online or offline, please contact the store in which you purchased your item for warranty and aftercare.

Steps to take when reaching out to us at warranty@marcjacobs.com:
1. Take photos/videos showing the defect or issue clearly that you're experiencing with your item.
2. Take a photo of your tag with style number (will be inside of your item marked on the interior tag).
3. Provide proof of purchase, receipt or order number.

Email us at warranty@marcjacobs.com and please give us 2-5 business days to respond to your inquiry.
Canvas Totes Warranty

We offer a one-year manufacturing defect warranty from the date of purchase. We only can replace the item if the defect is a direct result of a manufacturing or functional defect in hardware and fabrication. We cannot cover stains, scratches, normal wear and tear as well as damage inflicted on or resulting from accident, mishandling, improper use, aging or faded caused by persistent exposure to sunlight. The color of the fabric can be affected by sunlight, heat, moisture, or contact with chemical substances such as alcohol, perspiration, or perfume.

Canvas material is known for its unique characteristics and can develop a vintage, worn-in appearance over time with use. This natural aging process is intentional and not considered a manufacturing defect. It is part of the charm and style of canvas bags, giving them a distinctive and personalized look.
Jewelry Warranty

We offer a one-year manufacturing defect warranty from the date of purchase. We can only replace the item if the defect is a direct result of a manufacturing defect. We cannot cover damages from improper use, wear and storage.

Our jewelry is made of delicate materials, we recommend you avoid direct contact with water, perfume, body lotion, make-up, hand sanitizer and any other chemical that may tarnish your pieces. Please store in a cool, dry place and avoid too much direct sunlight and humidity.
Bags and Leather Goods Warranty

We offer a one-year manufacturing defect warranty from the date of purchase. We only can replace the item if the defect is a direct result of a manufacturing or functional defect in hardware and fabrication. We cannot cover stains, scratches, normal wear and tear as well as damage inflicted on or resulting from accident, mishandling, improper use, aging or faded caused by persistent exposure to sunlight.

While leather is durable, it is not completely resistant to scratches and scuffs. Sharp objects or rough surfaces can cause marks on the leather surface. Regular maintenance and proper care can help minimize the visibility of such marks.
Watches Warranty

Marc Jacobs watches were discontinued after November 2019 so therefore there is no valid warranty on any Marc Jacobs watches.
Canvas goods Care Instructions

Our canvas goods are crafted using special materials, please handle them with extra care.

When not in use, we recommend that you stuff your bag to preserve the shape and store it in a cool dark place to ensure it remains beautiful for as long as possible. Please avoid contact with other dyed materials and avoid over exposure to heat and direct light as color fading will occur. Please avoid getting the canvas wet as it can stain the garment. We do not recommend the use of any cleaning agents on our fabrics.

Printed canvas goods are a delicate material and can suffer from abrasion, cracking and wear if not handled properly. Salt and atmospheric agents in general can cause irreversible wear. Please avoid contact with heat, oil, grease, alcohol and other abrasive products.

Natural canvas is meant to break in and wear with use, any time-lapsed variance should not be viewed as a deject, but rather as the beauty of a customized product.
Leather goods Care Instructions

Our leather goods are crafted using special materials, please handle them with extra care.

When not in use, we recommend you stuff your bag and shoes to preserve the shape and store it in a cool dark place to ensure it remains beautiful for as long as possible. Please avoid contact with dyed materials and harsh chemicals. If leather should get wet, let it dry and rub gently with soft cloth to maintain the original color and avoid water spots.

Naturally tanned leathers will gradually darken in color over time and with exposure to light. They also may have incidental tonal variations, marks or veins which are natural features and should not be considered imperfections.

Printed leather goods are a delicate material and can suffer from abrasion, cracking and wear if not handled properly. Salt and atmospheric agents in general can cause irreversible wear. Please avoid contact with heat, oil, grease, alcohol and other abrasive products.

Delicate leather goods that are constructed using any delicate leathers should be handled carefully. Please avoid contact with light colored clothing and items, rain, heat, oil, grease and other abrasive products. Preserve your item inside a dustbag when not in use.
Denim goods Care Instructions

Due to the nature and finish of our denim, color may transfer into light colored fabric, please use care when wearing. Avoid repeated contact with other dyed material and avoid over exposure to heat and direct light as fading may occur.
Embellished goods Care Instructions

Our embellished goods are constructed using delicate materials and we recommend you handle them very carefully. Some embellishments, such as sequins, glitter, crystals, stones, studs, beads, embroideries, patches, charms and pom poms are delicate additions that must be handled with care to preserve the items. Please avoid contact with any objects and avoid overstuffing leather and fabric accessories.

When not in use, please store it in a protective dust bag and avoid close contact with other objects. We recommend you use these items gently and avoid any over exposure to light or moisture.
Jewelry goods Care Instructions

Our jewelry is made of delicate materials. We recommend proper use and storage to keep items from tarnishing. Please avoid direct contact with water, perfume, body lotion, make-up, hand sanitizer and other chemicals. Please remove jewelry before participating in physical activities such as swimming, exercise, cleaning or anything that causes excessive perspiration. We recommend you store it in a dustbag or a cool, dry place. When not in use and avoiding direct sunlight, humidity and sleeping in your items.
Ready to Wear Care Instructions

Our ready-to-wear pieces are created with high quality materials, we encourage you to take great care of them to ensure longevity. We recommend you store your items in a dry and cool space away from humidity and exposure to light. For higher end pieces, we recommend storing them in a garment bag made of cloth.

For our denim, please keep away from light and other garment dyed items to preserve its dye process.

We advise that you please follow all instructions inside each specific item on the tag provided. Each item will have careful instructions for care and cleaning. After reviewing the care label if the instructions advise to machine wash, then it's important to always use cold water. Always wash with similar colors and then lay flat to dry. Do not wring or twist.

Need help?

Our customer service is available Monday to Friday from 9am to 7pm.

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