FAQ

ORDERS

I PURCHASED USING IN-STORE COLLECTION. MAY I CANCEL IT?

Yes, you can cancel an order with in-boutique collection by contacting our Client Service Department.

I CANNOT PICK UP THE ORDER I PURCHASED ONLINE. CAN I SEND SOMEONE ELSE?

Yes, you may delegate another person to collect your order. Please note the following documents are required: written authorization from the purchaser, a copy of the purchaser's ID, a copy of the order confirmation and a personal document.

HOW CAN I TRACK MY ORDER?

Once your order is placed, you will receive an email confirmation with details regarding your purchase. Once your order ships you will additionally recieve a shipping confirmation email with tracking information. Visit the TRACK YOUR ORDER page for more details. Registered clients will also find order details in their Marni account. Please note some orders ship from our international distribution center and tracking will activate once it clears customs.

CAN I USE DIFFERENT ADDRESSES FOR BILLING AND SHIPPING?

Yes, but ensure the billing address matches the payment method.

WHEN WILL I BE CHARGED FOR MY ORDER?

Payment methods will be debited when the goods are shipped or picked up in store. Please note, your bank account will show a hold in the amount of the order as soon as it is placed.

CAN I PLACE AN ORDER BY TELEPHONE WITH THE MARNI CLIENT SERVICE DEPARTMENT?

Yes, you can contact our Client Service Department, who will be happy to assist you with your purchase.

MY ORDER WAS NOT SUCCESSFUL, WHAT CAN I DO?

If your payment has been declined, please make sure the payment information you entered is correct. If the information is correct, please your contact your bank or card provider. Contact our Client Service to place an order on your behalf.

WHAT IF I CANNOT COLLECT MY ORDER FROM THE BOUTIQUE WITHIN 7 DAYS?

Please reach out to us if you cannot pick up your order within 7 days. If you do not collect your order within the designated timeframe, you will be contacted by our Client Service Department to schedule a boutique visit or to cancel your order.

CAN I CANCEL OR UPDATE MY ORDER?

Once you have placed an order, you will not be able to modify it. If you notice an error in the shipping/delivery information or you wish to cancel your order, please contact us as soon as possible.

WHAT DOES PRE-ORDER ITEM MEAN?

Pre-order items are iconic Marni products or items that are part of exclusive collaborations. By pre-ordering an item, you will be among the first to receive the model in the style and size you prefer as soon as it becomes available. The estimated shipping date for pre-orders is stated on the product page. This date is only an estimate and is subject to change.

HOW CAN I SHIP A GIFT?

At marni.com you can ship a gift to a person of your choice and have it delivered directly to them. The recipient will receive the gift with your personalized message entered during online checkout. Receipts do not include prices and are included in all orders.

RETURNS AND EXCHANGES

CAN I EXCHANGE AN ITEM FROM MY ORDER?

You can currently only exchange for a different size or color.

I CANNOT FIND THE RETURN LABEL IN MY BOX. WHAT SHOULD I DO?

If you need a new return label, please contact our Client Service Department.

I RETURNED AN ITEM. WILL SHIPPING COSTS ALSO BE REFUNDED?

No, shipping costs will not be refunded.

I BOUGHT AN ITEM ON MARNI.COM AND DO NOT LIKE IT. HOW CAN I RETURN IT?

Fill out the online return form or contact our Client Service Department.

I INITIATED A RETURN REQUEST, BUT HAVE CHANGED MY MIND AND WOULD LIKE TO KEEP THE ITEM. IS THIS POSSIBLE?

Yes, please contact our Client Service Department to cancel your return request.

I REMOVED THE TAG WHEN TRYING ON AN ITEM. CAN I STILL REQUEST A RETURN?

In accordance with the Terms and Conditions of Sale, the label is one of the requirements for the return to be accepted. Please note the following conditions to receive a refund:

All items must be returned in original condition.
Items that have been worn, used, altered or damaged will not be accepted.

I FILLED OUT THE EXCHANGE REQUEST ONLINE AND RECEIVED A CANCELLATION EMAIL. WHAT HAPPENED?

The size or color you requested is no longer available and we are unfortunately unable to fulfill your request.

CAN I VISIT A STORE TO EXCHANGE FOR A DIFFERENT SIZE OR COLOR?

Exchanges are only available online. However, our store staff will be happy to process an immediate return so that you can purchase the new product in store or online.

IF I RETURN AN ITEM IN A BOUTIQUE, WILL I RECEIVE A PAPER RECEIPT?

To be more sustainable, we have decided to do away with paper receipts. You will receive an email confirmation while in the boutique once the return has been processed.

CAN I RETURN AN ITEM WITH A COURIER OF MY CHOICE?

Yes although, you will be responsible for shipping fees, damages or losses.

IF I BUY AN SALE ITEM ON MARNI.COM, CAN I STILL RETURN IT?

Yes, products on sale can be returned.

SHIPPING AND DELIVERY

CAN I CHANGE THE DELIVERY ADDRESS MYSELF?

Delivery changes must always be authorised by our Client Service Department.

ACCORDING TO THE TRACKING SERVICE, MY PACKAGE WAS DELIVERED BUT I DID NOT RECEIVE IT. WHAT SHOULD I DO?

Please contact our Client Service Department.

IS A SIGNATURE ALWAYS REQUIRED UPON RECEIPT OF A DELIVERY?

Yes, to ensure greater security, a signature is always required.

ACCOUNT

HOW DO I DELETE MY ACCOUNT?

Please send an email to privacy@marni.com.

I CANNOT ACCESS MY ACCOUNT. WHAT SHOULD I DO?

You can try changing your password via the Forgot Password link on the Account login page or you can contact our Client Service Department.

HOW CAN I UNSUBSCRIBE FROM THE NEWSLETTER?

You can unsubscribe from the newsletter by clicking on the Unsubscribe option at the bottom of our newsletters.

CAN I USE THE SAME DETAILS TO LOG INTO MY ACCOUNT IN A COUNTRY OTHER THAN THE ONE I INITIALLY REGISTERED IN?

Yes, you can do this, but your preferred payment methods and shipping addresses saved to your profile will not be visible.

CAN I USE THE SAME EMAIL ADDRESS TO CREATE A NEW ACCOUNT IN ANOTHER COUNTRY?

You will not need to create a new account because the one you have already created can be accessed in any country.

FAQ