FAQ's

DO I NEED TO CREATE AN ONLINE ACCOUNT?

In a word- NO! You can browse our website and shop without creating an account. However, we will require your email address and other contact information in order to process any purchases you make.

If you think it’s likely that you will be shopping frequently, or even occasionally from us, then we would strongly suggest you do set up an account with us and benefit from all we offer:

View all previous orders from your account

Get exclusive offers & discounts

Be the first to hear about new products, services or offers in store and online

Have the chance to attend exclusive in-store events

Automaticsubscription to our newsletter

You can also subscribe to our email newsletter service without having an account. We’ll never pass your details onto anyone else and you can unsubscribe whenever you like.

 

WHY CAN'T I SIGN INTO MY ACCOUNT?

If you’re having trouble signing in, please check you’re using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven't accidentally left Caps Lock on.

If you forget your password, you can reset it, by clicking on the forgotten password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail folder in case it makes its way there.

 

HOW CAN I PAY ON YOUR SITE?

You can pay using any of the following:

Visa and MasterCard credit cards

Visa Debit, Visa Electron, Maestro, Solo and Mastercard debit cards

Visa Purchasing Cards

All your payments are handled by Worldpay , one of the world’s largest payment companies, who process your payments on our behalf.Unfortunately, currently we are unable to accept our Loyalty Cards, Gift Vouchers or Credit Notes that have been issued in store for online payment.

 

DO YOU ACCEPT PAYPAL?

Not yet

 

WHEN IS PAYMENT TAKEN FROM MY CARD?

We ask your bank for authorisation of your debit/credit card when you place an order with us. However, your card will only be charged when we dispatch your goods to you; you’ll receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you’ll only be charged for the items we do send.

 

HOW SOON CAN I EXPECT TO RECEIVE MY ORDER?

Once we have confirmed that the items are in stock and your payment has been successful, you should receive your order within 24 hours during the week. There may be a slight delays on occasions, but this should be the exception, not the rule.

 

CAN I ADD ITEMS, CHANGE OR CANCEL MY ORDER ONCE I'VE CONFIRMED IT?

Unfortunately, once your order is complete, you can no longer add items, change or cancel your order. However, you can easily return any unwanted items to us for a refund (process mentioned above).

If you want to add items, simply place another order! If the subsequent order is placed shortly after the first, we may be able to deliver both at the same time- this will depend on the time of day the orders are placed.

 

CAN I PLACE MY ORDER OVER THE PHONE?

Unfortunately we cannot take orders by phone; all orders should be placed online. Please do not attempt to call the shop to reserve an item, as we cannot guarantee this service by phone.

 

I'VE RECEIVED A FAULTY OR INCORRECT ITEM IN MY ORDER

We accept that occasionally, an item may have a manufacturing fault - either in workmanship, or with the materials used. If you believe you have purchased such an item, we will require you to return it to us for assessment. Please follow the procedure described above.

Following our preliminary evaluation, we may be required to submit your item to our relevant supplier for a quality control check to ascertain the nature of the fault. In either case, we will advise you of our course of action within 48 hours of receipt of the returned item. If the items has been found to be defective, we will issue you a full refund. If, for whatever reason, your claim is not upheld, we will return the item to you at no extra charge.

This guarantee is in addition to and does not affect your statutory rights.

If you have received an incorrect item in your order, please contact us with details of the error. Please remember to include your order number within your message and we'll be able to investigate further and resolve the problem.

 

“CLICK AND COLLECT” SERVICE

If it is more convenient for you to collect your order in store, all you need to do is click on the appropriate button in the shopping cart.

Collect your order at the payment counter – you will be required to show a printed copy of the purchase and recognised ID. If you are sending someone else to collect the order on your behalf, we will require the documents stated previously in addition to a copy of the collector’s ID.

 

WHAT IS THAT FUNNY “APARTAMELO” BUTTON & WHAT DOES IT MEAN?

Apartamelo just means “reserve it for me” in llanito,our local language. It’s a service we’ve offered to our regular customers for many years and wanted to replicate online. If you think you like an item you’ve seen, but want to try it on in the shop before you commit to buying it, click the “Apartamelo” button and follow the instructions online.

 

DO I HAVE TO PAY TO RESERVE ITEMS

NO-You will be asked for your credit card details to reserve the item, but NO payment will be taken.

The item will be held at the front counter for 72 hours for you to try on in store before you come make a decision on whether to purchase it.

If, for whatever reason, you have not been able to make it to the store, the goods will be put back into our stock. If you DO want it but don’t want to take it yet ( you’re waiting for payday, you don’t to take it home as it’s a surprise present), we can reserve it for you for a later date in the shop on payment of a deposit- please ask in store for further details.

 

EXCHANGING / RETURNING GOODS

We are unable to simultaneously exchange goods. In order to exchange goods, we will require you to return the goods to us first. Visit our Returns page and follow the instructions. You need to bring the goods in within 7 days.

Please note that we will only return or exchange goods that are in the same, saleable condition as they were sold. Visit our Returns page for further details.

 

IS THE STOCK ONLINE THE SAME AS THAT IN STORE?

Not necessarily- because of the physical constraints of the shop, there will occasionally be items that you may see online, that are no longer in store. Additionally, there will be web-exclusive items that we may introduce online that have not yet been made available in our shop. If you see something on our website that you would prefer to buy in store you should print of the product and bring this in to us- we will make every endeavour to find it for you. Alternatively, you can contact us via email to enquire whether the item you’re interested in is available in store.

 

WHY CAN’T I SEE THE ITEM I WANT TO BUY IN MY SIZE?

It may not have been manufactured in your size, or alternatively, if your size has sold out we will remove it from the clickable options. We are making every endeavour to maintain the accuracy of our database, so that what you see is available online is what there actually is. However, we cannot guarantee this, especially in busy times when our stock levels are fluctuating constantly.

 

HOW DO I REMOVE MY EMAIL ADDRESS FROM YOUR MAILING LIST?

You can remove yourself from our email mailing list or update your preferences by clicking on the unsubscribe link at the bottom of the email you receive from us.

Still cannot find what you are looking for? Don't worry, email us on info@marblearc.com