Frequently Asked Questions | MarQeni<\/title><\/p>\n<style>\n:root{\n --theme-primary:#4A6274;\n --theme-secondary:#7B93A8;\n --ink:#15171c;--muted:#676d78;--line:#e5e7eb;--soft:#f7f8fa;--paper:#ffffff;--max:1220px;\n}\n*{box-sizing:border-box}\nhtml{scroll-behavior:smooth}\nbody{margin:0;background:#fff;color:var(--ink);font-family:Inter,ui-sans-serif,system-ui,-apple-system,BlinkMacSystemFont,\"Segoe UI\",Arial,sans-serif;font-size:16px;line-height:1.72}\na{color:var(--theme-primary);font-weight:700;text-underline-offset:3px;text-decoration-thickness:1px}\na:hover{color:var(--theme-secondary)}\na:focus-visible,summary:focus-visible{outline:3px solid var(--theme-primary);outline-offset:3px;border-radius:6px}\n.portal{max-width:var(--max);margin:0 auto;padding:34px 24px 72px;overflow-wrap:anywhere}\n.topline{display:flex;justify-content:space-between;gap:24px;align-items:center;padding:0 0 16px;border-bottom:1px solid var(--line);font-size:.82rem;color:var(--muted)}\n.topline 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0}summary{position:relative;cursor:pointer;list-style:none;padding-right:30px;color:var(--ink);font-weight:800}summary::-webkit-details-marker{display:none}summary:after{content:\"+\";position:absolute;right:2px;top:-2px;color:var(--theme-primary);font-size:1.25rem}details[open] summary:after{content:\"\u2013\"}details p,details ul{margin-top:10px}\n@media(max-width:840px){.faq-board{grid-template-columns:1fr}.faq-map{grid-template-columns:repeat(2,1fr)}.faq-map a:nth-child(3n){border-right:1px solid var(--line)}.faq-map a:nth-child(2n){border-right:0}.faq-map a:nth-last-child(-n+3){border-bottom:1px solid var(--line)}.faq-map a:last-child{border-bottom:0}}\n@media(max-width:520px){.faq-map{grid-template-columns:1fr}.faq-map a{border-right:0!important}.faq-map a:not(:last-child){border-bottom:1px solid var(--line)!important}}\n<\/style>\n<p><main class=\"portal\"><\/p>\n<div class=\"topline\"><span class=\"section-name\">Help center<\/span><span class=\"updated\"><strong>Last updated:<\/strong> 12 September 2026<\/span><\/div>\n<header class=\"hero\">\n<div>\n<div class=\"hero-mark\">Information center<\/div>\n<h1>Frequently Asked Questions<\/h1>\n<\/div>\n<div class=\"hero-copy\">\n<p>Answers to common questions about orders, payments, shipping, returns, refunds, exchanges, sizing, privacy and customer support.<\/p>\n<\/div>\n<\/header>\n<div class=\"factbar\">\n<div><span>Processing<\/span><strong>1\u20133 business days<\/strong><\/div>\n<div><span>Dispatch<\/span><strong>Within 3 business days<\/strong><\/div>\n<div><span>Transit<\/span><strong>7\u201315 business days<\/strong><\/div>\n<div><span>Return request<\/span><strong>14 calendar days<\/strong><\/div>\n<\/div>\n<nav class=\"faq-map\" aria-label=\"FAQ categories\"><a href=\"#orders\"><span>01<\/span>Orders<\/a><a href=\"#payments\"><span>02<\/span>Payments<\/a><a href=\"#shipping\"><span>03<\/span>Shipping<\/a><a href=\"#returns\"><span>04<\/span>Returns<\/a><a href=\"#refunds\"><span>05<\/span>Refunds<\/a><a href=\"#exchanges\"><span>06<\/span>Exchanges<\/a><a href=\"#sizing\"><span>07<\/span>Sizing<\/a><a href=\"#privacy\"><span>08<\/span>Privacy and Security<\/a><a href=\"#support\"><span>09<\/span>Customer Support<\/a><\/nav>\n<div class=\"faq-board\">\n<section class=\"faq-panel\" id=\"orders\">\n<div class=\"faq-heading\"><span>01<\/span><\/p>\n<h2>Orders<\/h2>\n<\/div>\n<details>\n<summary>How long does order processing take?<\/summary>\n<p>Orders are usually processed within <strong>1\u20133 business days<\/strong>.<\/p>\n<\/details>\n<details>\n<summary>When will my order be dispatched?<\/summary>\n<p>Orders are dispatched within <strong>3 business days<\/strong>.<\/p>\n<\/details>\n<details>\n<summary>Can I cancel an order?<\/summary>\n<p>You may request cancellation before dispatch by contacting support@marqeni.com. After dispatch, cancellation cannot be guaranteed.<\/p>\n<\/details>\n<details>\n<summary>Can I change the delivery address?<\/summary>\n<p>You may request an address change before dispatch. Once the carrier has received the parcel, a change cannot be guaranteed and may depend on the carrier.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-panel\" id=\"payments\">\n<div class=\"faq-heading\"><span>02<\/span><\/p>\n<h2>Payments<\/h2>\n<\/div>\n<details>\n<summary>Which payment processor is used?<\/summary>\n<p>Card payments are processed through <strong>Stripe<\/strong>.<\/p>\n<\/details>\n<details>\n<summary>Which primary card brands are supported?<\/summary>\n<p>Visa, Mastercard, American Express, JCB, Discover and Diners Club are the primary card brands shown. Additional methods may be available where displayed on the Payment or Checkout page.<\/p>\n<\/details>\n<details>\n<summary>Do product prices include tax?<\/summary>\n<p>Displayed product prices include applicable tax according to the website’s pricing configuration. Customs or import charges, where applicable, are separate.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-panel\" id=\"shipping\">\n<div class=\"faq-heading\"><span>03<\/span><\/p>\n<h2>Shipping<\/h2>\n<\/div>\n<details>\n<summary>How much is standard shipping?<\/summary>\n<p>Standard shipping is <strong>6$<\/strong> when the order does not meet the free-shipping minimum. Standard shipping is free from <strong>50<\/strong>.<\/p>\n<\/details>\n<details>\n<summary>How long is transit after dispatch?<\/summary>\n<p>Estimated transit time is <strong>7\u201315 business days after dispatch<\/strong>. This is an estimate rather than a guaranteed arrival date.<\/p>\n<\/details>\n<details>\n<summary>Is tracking provided?<\/summary>\n<p>Yes. All orders include shipment tracking. Tracking details are provided after dispatch when the tracking data becomes available.<\/p>\n<\/details>\n<details>\n<summary>Which carriers may be used?<\/summary>\n<p>DHL, UPS, FedEx, USPS or YunExpress may be used. The carrier for a particular order may depend on destination, route and operational arrangements.<\/p>\n<\/details>\n<details>\n<summary>What happens if a parcel appears lost?<\/summary>\n<p>Contact support@marqeni.com. We review tracking and investigate with the relevant carrier. If the parcel is confirmed lost, we will offer a reshipment or refund.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-panel\" id=\"returns\">\n<div class=\"faq-heading\"><span>04<\/span><\/p>\n<h2>Returns<\/h2>\n<\/div>\n<details>\n<summary>How long do I have to request a normal return?<\/summary>\n<p>For products covered by the ordinary return policy, contact support@marqeni.com within <strong>14 calendar days after receipt<\/strong> to register the return.<\/p>\n<\/details>\n<details>\n<summary>Who pays return shipping for a change-of-mind return?<\/summary>\n<p>For a normal non-defective return, the customer pays the return shipping cost.<\/p>\n<\/details>\n<details>\n<summary>Who pays return shipping for damaged, defective, incorrect or incomplete goods?<\/summary>\n<p>Where the issue is the merchant’s responsibility, the merchant pays the applicable return shipping cost.<\/p>\n<\/details>\n<details>\n<summary>Is there a restocking fee?<\/summary>\n<p>No. We do not charge a restocking fee.<\/p>\n<\/details>\n<details>\n<summary>Do EU customers have a statutory withdrawal right?<\/summary>\n<p>Where EU distance-selling rules apply, consumers generally have a <strong>14-day statutory right of withdrawal<\/strong> from receipt without giving a reason. Mandatory statutory consumer rights remain unaffected.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-panel\" id=\"refunds\">\n<div class=\"faq-heading\"><span>05<\/span><\/p>\n<h2>Refunds<\/h2>\n<\/div>\n<details>\n<summary>How quickly are approved refunds processed?<\/summary>\n<p>Our internal target is to process approved refunds within <strong>7 business days<\/strong> after returned goods are received and the necessary review is completed. This target does not replace any mandatory statutory refund deadline.<\/p>\n<\/details>\n<details>\n<summary>Where is the refund sent?<\/summary>\n<p>Approved refunds are generally returned to the original payment method.<\/p>\n<\/details>\n<details>\n<summary>Is the original standard delivery cost refunded for an EU statutory withdrawal?<\/summary>\n<p>Where required by applicable EU consumer law, the standard original delivery cost is refunded. Any extra amount paid for a more expensive delivery option may be excluded to the extent permitted by law.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-panel\" id=\"exchanges\">\n<div class=\"faq-heading\"><span>06<\/span><\/p>\n<h2>Exchanges<\/h2>\n<\/div>\n<details>\n<summary>Are direct exchanges supported?<\/summary>\n<p>Yes. Direct exchanges are supported.<\/p>\n<\/details>\n<details>\n<summary>Who pays shipping for a normal exchange?<\/summary>\n<p>For a non-defective exchange such as size or preference, the customer pays both the return shipping cost and the replacement-item shipping cost.<\/p>\n<\/details>\n<details>\n<summary>Who pays shipping for an exchange caused by a problem with the goods?<\/summary>\n<p>For damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return and replacement shipping costs.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-panel\" id=\"sizing\">\n<div class=\"faq-heading\"><span>07<\/span><\/p>\n<h2>Sizing<\/h2>\n<\/div>\n<details>\n<summary>Which sizes are covered by the general size guide?<\/summary>\n<p>The general guide covers S, M, L, XL and XXL. Product-specific size information shown on an individual product page takes priority.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-panel\" id=\"privacy\">\n<div class=\"faq-heading\"><span>08<\/span><\/p>\n<h2>Privacy and Security<\/h2>\n<\/div>\n<details>\n<summary>How can I contact the privacy team?<\/summary>\n<p>For privacy, cookies, consent or data-protection requests, contact privacy@marqeni.com.<\/p>\n<\/details>\n<details>\n<summary>Should I email my full card details?<\/summary>\n<p>No. Do not send your full card number, CVV\/CVC, PIN or other card security code through ordinary customer-service email.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-panel\" id=\"support\">\n<div class=\"faq-heading\"><span>09<\/span><\/p>\n<h2>Customer Support<\/h2>\n<\/div>\n<details>\n<summary>How can I contact customer service?<\/summary>\n<p>For orders, shipping, returns, refunds, exchanges, sizing, payment or general support, contact support@marqeni.com. Business hours: Monday-Friday, 09:00-18:00.<\/p>\n<\/details>\n<\/section>\n<\/div>\n<p><\/main><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Frequently Asked Questions | Help centerLast updated: Information center Frequently Asked Questions Answers to common questions about orders, payments, shipping, returns, refunds, exchanges, sizing, privacy and customer support. Processing1\u20133 business days DispatchWithin 3 business days Transit7\u201315 business days Return request14 calendar days 01Orders02Payments03Shipping04Returns05Refunds06Exchanges07Sizing08Privacy and Security09Customer Support 01 Orders How long does order processing take? Orders […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-6520","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/marqeni.com\/bsite\/wp-json\/wp\/v2\/pages\/6520","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/marqeni.com\/bsite\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/marqeni.com\/bsite\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/marqeni.com\/bsite\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/marqeni.com\/bsite\/wp-json\/wp\/v2\/comments?post=6520"}],"version-history":[{"count":2,"href":"https:\/\/marqeni.com\/bsite\/wp-json\/wp\/v2\/pages\/6520\/revisions"}],"predecessor-version":[{"id":24416,"href":"https:\/\/marqeni.com\/bsite\/wp-json\/wp\/v2\/pages\/6520\/revisions\/24416"}],"wp:attachment":[{"href":"https:\/\/marqeni.com\/bsite\/wp-json\/wp\/v2\/media?parent=6520"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}