FAQ
REFUNDS AND RETURNS:
- Can I return the product or get a refund of my purchase?
All sales from Mar Cosmetics Co are final because the products are for personal use, thus we do not accept: refunds or returns of any kind of product once it has been sent. Please take into consideration that the color shade may change hinging on the skin tone and pigmentation of each person's lips.
If you receive an item with any factory damage, do not doubt to send us an email to: hello@marcosmeticsco.com and we will get to you as soon as possible with our undivided attention and support.
ISSUES WITH MY ORDER:
- How can I contact the customer service team and when should I expect an answer from them?
For any further concerns and questions about your purchased products from Mar Cosmetics Co, do not hesitate to send an email to hello@marcosmeticsco.com and our customer service team will gladly give an answer and get in contact with you in a maximum of 48 hours. This time might be extended during holidays or after the launch of new products due to the high number of messages we may receive. Those are answered in the order in which they are received.
- I have not received any confirmation of the purchase that I have made, how do I know if my order was received by your team?
Confirmation emails can be delayed according to the demand and activity on the website. If your confirmation email does not arrive to your inbox after 24h from your purchase, please do not doubt to contact the customer service team by e-mail via: hello@marcosmeticsco.com
- Can I make changes to my order after purchase?
Due to our hygiene policies all sales are final. It is not possible to make changes or returns after the purchase is made. Please check that all the information entered is correct before placing your order.
- I received my order but I need additional support.
Please contact our customer service team through: hello@marcosmeticsco.com to have someone from our team aid you with your order or any other specific need.
- My order arrived damaged and not in the same conditions as showed in the website.
If your order has any defect or discrepancy, do not hesitate to send us an email to: hello@marcosmeticsco.com. You will be asked to provide photos of both the damaged item and the packaging. Please attach these to the form so we can resolve the issue as quickly as possible. Please note: we need photos of the packaging so we can determine if the fault is down to the shipper or the shipping company.
These cases will be reviewed and attended within 7 days after the delivery of the package, all the issues regarding this matter received after this 7-day window, will not be considered for inspection.
SHIPPING AND DELIVERY:
- When will I receive my package?
The order processing time may take up to 3 - 5 business days.
The estimated delivery time of Mar Cosmetics Co is between 4 and 6 business days. Keep in mind when calculating the shipping time that it may take up to 3 business days to process the purchase in order to dispatch it. Once the package has been sent, you will receive a tracking number in your email to keep an eye on the status of your order. If you have not received an email with the number of your shipment, and it has been 3 to 5 business days after placing your order, send an email to: hello@marcosmeticsco.com with your order number to appraise the issue.
Once the package has been shipped, it may take 3 to 5 days to reach your destination.
* We refer as to business days from Monday to Friday. Excluding holidays
- Do you ship internationally?
Yes, we ship worldwide. Import duty/tax price is NOT included in the shipping cost.
PRODUCTS AND AVAILABILITY:
- Where can I get Mar Cosmetics Co. products?
Our products are only available through our website: www.marcosmeticsco.com
- Can't find the answer you are looking for?
Contact us through hello@marcosmeticsco.com and our customer service team will get in touch with you and will answer all of your concerns.
- Where do I find out about the product launches and restock dates?
We are pretty much active on our social networks. You can find us on Instagram @marcosmeticsco, or on Facebook as: @marcosmeticscowhere you can stay up-to-date with current events inside Mars Cosmetics such as all the new product launches and restock dates of your favourite products.
Or if you are not active on social media, contact us through our email: hello@marcosmeticsco.com and our customer service team will answer your questions.