The first thing to check is: Have you received your dispatch email? If yes, then it's on its way. If you haven't received your dispatch email (don't forget to check those junk folders), then your order is waiting to leave us.

Once you have the dispatch email, you can track it yourself, via the link in the email or using the track number at DHL site.

You will be notified about your shipments progress via SMS or EMAIL at the following points:
- When your order is collected;
- When your order is out for delivery;
- And/only if any service incidents occur.  

Orders are shipped Monday through Friday until 3PM (GMT). 
Any orders placed on Saturday or Sunday will be shipped the following week.

You can go to DHL site to change your delivery date.

You have several options when tracking to change the delivery on eligible shipments before the first delivery attempt. Your options include redirecting your package to another address, rescheduling the delivery date, or picking up your package at a DHL customer centre or at a DHL Access Point location. 

Please be aware that changing the delivery address of your package could delay your scheduled delivery date. In addition, transportation fees may apply to certain packages.

If your order is being shipped outside of the EU, then you may need to pay import customs or import duties once your order has reached your country. You'll be contacted by your local customs to make the appropriate payment, and once paid, your delivery will be back on its way to you. 

We recommend contacting your local customs office for current charges before you order, to avoid any unexpected charges.

You don’t need to create an account to shop with us, but if you do, you'll be able to keep track of your past orders, save your address and card details for a quicker checkout next time and you can add ‘Out of stock’ items and 'Wish list' items.

If you forget your password at any time, simply click on ‘Account’ at the top right corner of the homepage, then click on ‘Forgot your password?’ Follow the instructions to replace your password.

Please notify us immediately of any discrepancies or damages with your order.

Delivery times are quoted in good faith- However, we cannot be held responsible for late deliveries caused by circumstances out of our control such as customs. Please contact DHL with your waybill number for further support.

Once your order has been placed if you would like to cancel or make amendments to your order, please contact onlineshop@marquesalmeida.com. Please aim to do as soon as possible. If the order has left the warehouse, then we may not be able to make any amendments and you will need to follow the returns process. 

Please note that on pre-order items, we do not accept cancellations.

In case of abandonment of the order at customs or in our warehouse, you will have 14 days to claim it and/or respond to our request for resolution. If there is no response from the customer side, we will close the process without the possibility of a refund.

Please check our Returns page for all the details about returns and exchanges.