1. Return policy

Marcelle places a lot of importance on ensuring that your shopping experience is as pleasant as possible.

If for any reason you are dissatisfied with your purchase, please return the merchandise within thirty (30) days of the delivery.

Please carefully read the procedure below. 

1. Return unused and unopened items in their original packaging.
2. Please print your order confirmation email and include it in your return package. If you do not have a printer, include a note with your order number, your name, adress, and order date.
3. Send your returns at (return shipping fees are not refundable):

 

For any other questions, please contact Lise Watier customer service by email at contact@watier.com or by phone at 1-855-855-9792. Our consumer service is available from 9 AM to 6 PM, Monday to Friday (ET).

Refunds may not be issued if returns are shipped improperly.

 

2. Return Conditions

Please note that before proceeding with the refund or exchange, customer service will assure that the following conditions are respected:

1. Only one return shipment will be authorized per order. Please verify your order in its entirety before proceeding with the return.
2. If a product is damaged after the reception of your package, you have a delay of thirty (30) days after the reception of the package to contact customer service and proceed with an exchange or refund. In this case, return shipping fees will be refunded.
3. If you notice that a product is missing, you have a delay of thirty (30) days after the reception of your package to contact customer service. 
4. If your product is not damaged, you have a delay of thirty (30) days after the reception of your package to contact customer service and proceed with an exchange or refund. If the thirty (30) days has elapsed since the reception of your package, please note that we do not accept any returns.

For complete cancellation of an order, all promotional products, including free samples and gift with purchases must be returned.

Purchases made online are not eligible for returns or exchanges at a retailer store. If you purchased your item at a retailer, please return the item to the retailer for a quicker resolution. In the event that the retailer refuses to accept your return, please contact Marcelle customer service.

For any other concern, please call our Marcelle Customer Service by email at contact@marcelle.com or by telephone at 1-855-855-9792. Our customer service is accessible from 9 a.m. ET to 6 p.m. ET, Monday to Friday.

 

3. Cancellation / modifications of orders

Once your submitted order is invoiced and confirmed, it is not possible to cancel or modify your order.

 If you wish to cancel you order, you will need to return the products. Canada Post will return the package to the sender free of charge if it is not open. (they can refuse to do so)

1. You can decline the package at delivery.
2. If your package is already delivered and not open, Canada Post will return it to sender free of charge at your nearest local post office.  

In any case, you can place a second order if you forgot to add a product to your cart.

All returns subject to refund are processed bi-weekly. Refund will be issued up to 14 days after the package is returned to sender. Confirmation of refund will be sent by email.

 

4. Damaged Items

If you ordered online, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear and tear; however, if the item or items in your shipment was or were damaged, we will exchange the items given that the return conditions described above have been respected.

 

Customer Service

For all questions or comments, you can communicate with a Marcelle customer service representative. 

By mail

Marcelle
Customer Service
5600 Chemin de la Côte-de-Liesse
Ville Mont-Royal (Québec)  
H4T 4L1 Canada

By phone

1-855-855-9792
Customer service is available from 9 am to 6 pm ET from Monday to Friday.

By email

Customer service is available by email : contact@marcelle.com