Returns and Refunds
Return Policy
Marc Cain offers 30 Days Free Returns on eligible purchases. This policy explains the return window, item-condition requirements, return instructions, refund processing, exchanges, and support for damaged or incorrect items.
30 Days Free Returns
Eligible items may be returned free of charge within 30 days. Customers must contact Marc Cain customer service before sending any return.
The 30-day return period begins on the date the order is delivered. Your return request must be submitted to customer service within this period.
Returns sent without contacting customer service first may not be accepted. Do not send an item to an address found on the original package, online, or through another source unless that address is specifically provided by our customer service team for your return.
Return Eligibility
To qualify for a return, the item must:
- Be submitted for return within 30 days of delivery.
- Be unworn, unused, unwashed, and unaltered.
- Be free from stains, odors, makeup, damage, or signs of wear.
- Include all original tags, labels, accessories, and components.
- Be placed in its original packaging when reasonably possible.
- Be accompanied by the order information requested by customer service.
- Be returned according to the instructions supplied by customer service.
Trying on an item carefully to assess size and fit is acceptable, provided the item remains clean, undamaged, and in returnable condition.
Item Condition
Returned merchandise is inspected before a refund is approved. Please handle clothing, shoes, bags, and accessories carefully while deciding whether to keep them.
Shoes should be tried on indoors on a clean, protected surface. Clothing should be tried on without perfume, deodorant marks, makeup, or anything else that could affect its condition.
An item that shows wear, washing, alteration, misuse, customer-caused damage, missing tags, or another material change may be refused or may not qualify for a full refund.
Non-Returnable Items
The following items are not eligible for return:
- Items returned after the 30-day return window.
- Items that have been worn, used, washed, altered, or damaged after delivery.
- Items missing required tags, labels, accessories, or components.
- Items expressly marked “Final Sale” or “Non-Returnable” before purchase.
- Customized or personalized items, if offered, unless they arrive defective or incorrect.
- Items that cannot be resold for health or hygiene reasons after a protective seal has been opened.
- Items sent without prior customer-service authorization or outside the provided instructions.
Statutory rights relating to defective, damaged, or incorrectly supplied items are not limited by a final-sale designation.
How to Start a Return
Contact customer service before packing or shipping your return. Please contact our customer service team at [email protected] to receive the correct return instructions and return details.
Email us within 30 days of delivery and state that you would like to request a return.
Include your full name, order number, item name, size, quantity, and reason for the return.
Wait for customer service to send the correct return details, packaging guidance, and approved shipping instructions.
Pack the eligible item securely with its tags, accessories, and any requested order documentation.
Follow the supplied instructions and retain any shipment receipt or tracking information until the refund is completed.
Return Instructions and Return Details
Marc Cain does not publish a fixed return address on this page. The correct return details may depend on the order and destination.
Please contact our customer service team at [email protected] to receive the correct return instructions and return details.
Do not send merchandise before receiving a response. Returns sent to an unauthorized address, sent using an unapproved method, or sent without first contacting customer service may be delayed, refused, or returned to the sender.
Return Shipping Cost
Approved returns that meet this policy’s eligibility requirements qualify for 30 Days Free Returns. To receive free return shipping, customers must initiate the return through customer service and follow the shipping instructions provided.
Shipping costs created by using an unauthorized carrier, address, label, or self-arranged return method may not be reimbursed. Original expedited or optional delivery charges, if any were selected, are not automatically refundable unless required because the order arrived damaged, defective, or incorrect.
Refund Process
After the returned item is received, it will be inspected to confirm that it meets the return requirements. Approved refunds are processed within 3–15 days after the returned item is received and inspected.
The refund will normally be issued to the original payment method. You will be notified when the refund has been processed. After that notification, the time required for the credit to appear may depend on the payment provider or financial institution.
If a return contains items that are not eligible, customer service may contact you regarding the inspection result and available next steps.
Exchanges
To request a different size, color, or item, contact customer service before returning the original product. Exchange availability depends on current inventory and cannot be guaranteed.
Depending on the item and stock status, customer service may provide exchange instructions or ask you to return the original item for a refund and place a separate order for the preferred replacement.
Damaged, Defective, or Incorrect Items
Inspect your order shortly after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact customer service before wearing, washing, altering, repairing, or returning it.
Please include:
- Your full name and order number.
- The name of the affected item.
- A clear description of the issue.
- Photos showing the item and the problem.
- Photos of the packaging and shipping label when relevant.
Keep the item and all packaging until customer service provides instructions. An eligible damaged, defective, or incorrect item will be reviewed for an appropriate resolution.
Final Sale Items
A product is considered final sale only when it is clearly identified as “Final Sale” or “Non-Returnable” before the purchase is completed. A reduced price, sale price, discount, clearance label, promotional code, or coupon code does not by itself make an item final sale.
Final-sale items cannot be returned for a change of mind, incorrect size selection, or personal fit preference. Contact customer service if a final-sale item arrives damaged, defective, or incorrect.
Return Tracking and Proof of Shipment
Keep the return receipt, tracking number, and customer-service correspondence until the return has been received and the refund is complete.
If tracking shows no movement or the return appears delayed, email customer service with the order number and return tracking details so the shipment can be reviewed.
Contact Information
For return eligibility, return instructions, exchanges, damaged items, incorrect orders, or refund questions, contact Marc Cain customer service.
Include your full name, order number, affected item, and a concise explanation of your request.
Need Return Help?
Email [email protected] before sending any item back. Our customer service team will provide the correct return instructions and return details for your order.
