Frequently Asked Questions

How long does shipping take?

Orders are usually processed within 1–3 business days.

Delivery typically takes 5–12 business days after your order has been processed.

We currently offer free standard shipping on all eligible orders.

How can I track my order?

Once your order has been shipped, you will receive a tracking number by email.

You can use the tracking page available on Marcurell.com to follow your shipment.

Please note that tracking information may take 3–5 days to update after your order has been dispatched. This is completely normal.

Why does my tracking information look unusual or show international locations?

Some of our shipping partners use international sorting and distribution centers.

This is part of our normal logistics network and does not necessarily mean that there is a problem with your order or that your delivery will be delayed.

Do you ship internationally?

At the moment, we primarily ship within Germany and Austria.

We may expand shipping to additional countries and markets in the future.

Can I return my order?

Certain products, particularly discounted or sale items, may be considered final sale and may not be eligible for returns, exchanges, or refunds.

Eligible returns must meet the conditions described in our Return & Refund Policy.

If there is a problem with your order, please contact our customer support team and we will review the situation and help you find an appropriate solution.

Can I cancel my order?

You have 30 minutes after placing your order to request a cancellation.

After this period, your order may already have entered our processing or fulfillment system and we may no longer be able to cancel it.

If you wish to cancel your order, please contact our customer support team as soon as possible.

What happens if my order arrives damaged?

If your order arrives damaged or defective, please contact us and provide a clear photo or video showing the issue.

Once your case has been reviewed and approved, we can arrange a replacement at no additional cost.

In some cases, you may not be required to return the damaged item.

What happens if I receive the wrong item?

If you receive an item that is different from what you ordered, please contact our customer support team with your order number and a photo of the item received.

After reviewing the situation, we will arrange an appropriate solution, which may include sending the correct item or issuing a refund where applicable.

My tracking says my package was delivered, but I have not received it. What should I do?

We recommend first checking:

• Around your front door or entrance

• With household members

• With neighbors

• Around any safe delivery locations

• With the shipping carrier

Sometimes packages are left in unexpected but secure locations.

If you still cannot locate your order after 1–2 days, please contact our customer support team and we will assist you.

Can I change my shipping address after placing my order?

If your order has not yet been processed or shipped, we may be able to update the delivery address.

Please contact us as soon as possible after placing your order.

Once the package has already been dispatched, we may no longer be able to modify the shipping address.

Do you offer exchanges?

We do not currently offer direct exchanges.

If you have an issue with your order, please contact our customer support team and we will help you find the most appropriate solution.

What colors are available?

Our products may be available in a variety of colors and designs, including:

• Black

• Brown

• Blue

• White

• Green

• Red

• Grey

• Burgundy

• And more

Available options vary by product. Please check the individual product page for the latest colors and variants.

How can I contact you?

You can contact our customer support team through the contact information provided on Marcurell.com.

Customer Support Hours:
Monday to Saturday: 9:00 AM – 5:00 PM

Estimated Response Time:
30 minutes to 24 hours.