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Frequently Asked Questions
Item and stock
Do you add new features frequently?
Yes! Every week we add new features. We announce these via our social networks. Also subscribe to our newsletter (available at the bottom of the page) to be informed of new features.
My item is sold out, what should I do?
Damn! As our stocks are limited, it is possible that some items are no longer available. We advise you to add your email when an item is sold out to be notified by email when it is restocked.
We indicate the stock status of each item on the product page.
In stock: there are 2 items or more.
Almost sold out: Less than 2 items left.
Not available: no items are available. You can enter your email address to be notified when restocking occurs.
How often do you restock?
We try to have a restock every week (on Fridays). However, it is possible that some items may not be renewed. A word of advice: don't wait too long when your item is available. 😚
Can I pre-order?
Currently, we do not have a feature to do this. If you are interested, please contact us by email at hello@mademoisellemarcelle.com indicating the item, size, color and your delivery address.
Order
Can I cancel or change my order?
If you wish to cancel or modify your order before it is shipped, you must notify us within one hour at the email address hello@mademoisellemarcelle.com
I didn't receive a confirmation email?
A confirmation email is automatically sent as soon as the order is placed. We invite you to check your junk mail. If you have nothing, contact us at hello@mademoisellemarcelle.com
IMPORTANT ! We have a technical incident with Yahoo mail. Please contact us with an email other than Yahoo.
I haven't received my package, what should I do?
We invite you to check the tracking of your package before contacting us. In case of problem or delay of your order, contact us at hello@mademoisellemarcelle.com
I received a defective item, what should I do?
Firstly, we are very sorry that you received a defective item. We will do everything to correct this incident as soon as possible, we invite you to let us know as soon as possible by sending a photo to hello@mademoisellemarcelle.com .
I received a missing or incorrect item in my order, what should I do?
Contact us at hello@mademoisellemarcelle.com
Delivery and returns
What delivery methods are available?
We offer 2 delivery methods:
Delivery to a relay point with Mondial Relay
Home delivery with Colissimo
What are your shipping times?
We ship our orders within 1-2 business days. During busy periods, this time may be extended.
What are the delivery times?
Delivery times vary from 2 to 5 working days depending on the delivery method.
Relay point with Chronopost: 2 to 5 days
Home delivery with Colis Privé: 3 to 5 days
How do I track my package?
As soon as your order is processed, you will receive an email with the tracking number. Simply enter it from the carrier's tracking website.
What if I'm not home when delivery takes place?
Don't panic! The delivery person will drop your package in your mailbox if the dimensions allow it. Otherwise, a delivery notice will be left indicating the place and date from which the package is available. Be careful, you only have a few days to collect it, otherwise it will be returned to us.
In the event of a return by the sender, we will refund the order except for the delivery costs, a flat rate of €5.99 would be applied if delivery was free.
How to make a return?
It's very simple! You can make a return request via the return portal .
All you need is your order number and the email you used to place the order. 😊
Download the return form , complete it and add it to the package.
For a free return, you will receive the return slip by email within 24-48 working hours.
Are return costs my responsibility?
No, at Mademoiselle Marcelle, we offer you the return costs if you wish. 🤩
As a reminder, we offer return shipping in exchange for a refund in the form of a credit note valid for 6 months. Simply contact us and let us know that you would like to benefit from a free return. 🥳
Our goal is to provide you with a stress-free and 100% satisfactory shopping experience.
Conversely, return costs are the responsibility of customers if you want a standard refund.
How long will it take to receive my refund?
After receiving and verifying your return, we will proceed with a refund within 14 working days maximum but we will do it as quickly as possible. 😁
In the event of a return, the shipping costs paid for the order will not be refundable.
Payment
What payment methods can I use?
You can pay for your order by credit card or Paypal. Most cards are accepted: Visa, Mastercard. Payment in several installments by credit card is also available.
We do not accept checks or money orders.
When is payment made?
Payment is made at the time of ordering and is essential for processing the order.
Are payments secure?
Of course! To allow you to order with complete peace of mind, your payments are secure and encrypted according to the latest standards in force.
What to do if payment is refused?
Oh no.. First of all we invite you to check the card limit, then contact your bank if this is not the case. In addition, we invite you to contact support at hello@mademoisellemarcelle.com
Miss Marcelle
Are you a French company?
Yes! We are a 100% French company and proud of it. 😘
Where are you located?
We are based in Maine-et-Loire (49) at Champs de la vigne in Saint-Martin-du-Fouilloux, 49170. Come and meet us 😘
Do you have a physical store?
Yes! Come and say hello and enjoy a shopping moment in over 800m².
Here is the address: Champs de la vigne, 49170 Saint-Martin-du-Fouilloux.
