Frequently Asked Questions | Marc Jacobs

There may be restrictions on the amount of a single SKU you are able to order.

If your payment declined, please ensure that all the information including billing and shipping address are correct. If all the information is correct, we recommend reaching out to your financial institution for further assistance.

Depending on your financial institution, you may see an authorization hold that will be released.

We advise that you:
• Check that the payment method is active and not expired.
• Ensure your security number is correct.
• Ensure that your billing address matches that of your payment information.
• Reach out to your bank after two declines for assistance, continuing to try may result in further declines and authorization holds.

Our customer service representatives are available to answer your questions on domestic orders via chat, by email at Contact Customer Service or at 877-707-6272 (English only).

Chat and phone hours of operation:
Monday – Friday between 8am – 9pm EST
Saturday & Sunday between 10am – 6:30pm EST

If you have questions about an international order, please use our Help Center to contact a customer service representative.

Each product page will state if a dustbag is included, not all products come with a dustbag.

If your item states a dustbag will be provided and you don't receive one, please reach out to our customer service team via email at Contact Customer Service with your order number for assistance.

You can check your order status at any time by clicking on the “Login” link at the top of every page and logging into your account.
You may also use our order status page and look up your order using your order number and zip code if you don't have an account with us.

For orders placed in the U.S. you have one-hour from your purchase to request a cancellation. Our team does a great job at processing orders quickly, so we encourage you to please call us at 877-707-6272 (English only) immediately after placing your order with your order number and information to request a cancellation.
After one-hour has passed, we can't guarantee any cancellation.

We don't have the ability to make modifications to your order, we can attempt to cancel the order within the hour if you need to make changes: please call us at 877-707-6272 (English only) for assistance.

If you input the incorrect address on your order, please sign up for UPS My Choice to see if your package is eligible for redirection.

If you'd like to return an order you placed once it arrives, please see our return information.

If a product's price has been lowered within 30 days of purchase, our Customer Service team will gladly assist you with a partial refund.

Please note:
• The same item in the same color and size needs to still be in stock at the time the request is made.
• Only one price adjustment can be made per order.
• Items purchased at a discounted sale price cannot be price adjusted.

Your credit card will be charged as soon as the order ships from our warehouse to your shipping address. If you have multiple items in your order, you will only be charged when each item ships.

We accept payment via the following credit cards:
• Visa
• MasterCard
• American Express
• Discover Card
• UnionPay

We also accept debit cards with a Visa or MasterCard logo, as well as purchases made through PayPal, Apple Pay, AfterPay, and Klarna.

All prices of merchandise on this website will be shown in the currency for the region selected on the website. Feel free to select your country and currency at the footer of our website.

We use secure server software over a Secure Socket Layer (SSL) line to protect credit card information. All personal and credit card information is encrypted so that that it cannot be read as it travels to an ordering system.

State laws require that we charge applicable sales tax on orders shipped to the states where Marc Jacobs has a presence.

Orders shipped to Canada will be subject to duties, customs tariffs, value added taxes and similar taxes that are levied are required in the applicable jurisdiction by local authorities, which will be in addition to the prices for the merchandise listed on our website and will be collected during checkout.

When placing an order on this website, you (the customer) are considered the importer of record and must comply with all applicable laws and regulations. All charges for duties, taxes and the carrier's collection fee are in addition to your shipping charge and shall be paid exclusively by you and will be reflected on your invoice.

You should contact your local customs office for further information. The amount of any applicable duties, tariffs and taxes will vary based on a multitude of factors, including items such as the destination of origin or the classification of the merchandise being purchased.

If you receive an item that was damaged during shipment, take clear photos of the damaged item and the original packaging before discarding anything — these will be required to process your claim.

Please file a claim here. Damage claims must be filed no later than 30 days after the marked delivery date.

If you did not purchase shipping insurance or need further assistance, please contact our Customer Service team by chat, email at Customer Service, or by phone at 877-707-6272.

For international orders, please contact a customer service representative via our Help Center.

If your tracking number shows "delivered," first check with household members or neighbors and look around your front door or mailbox. Please wait one day for possible carrier delays or mis-scans. If your package still hasn't arrived and you have purchased shipping insurance, you can file a claim through our online portal, and we'll resolve it quickly for you.

If you purchased shipping insurance at checkout, please submit a claim through our portal here. Claims must be filed no later than 9 months after the ship date.

If you did not purchase shipping insurance or need further assistance, please contact our Customer Service team by chat, email at Customer Service, or by phone at 877-707-6272.

For international orders, please contact a customer service representative via our Help Center.

Your order may arrive in multiple packages — please check your tracking information to confirm whether a separate shipment is on its way before reaching out. If you are still missing items, take clear photographs of the package and its contents, including any packaging material, before discarding anything.

If you purchased shipping insurance at checkout, please submit a claim through our portal here. Claims must be filed no later than 9 months after the ship date.

If you did not purchase shipping insurance or need further assistance, please contact our Customer Service team by chat, email at Customer Service, or by phone at 877-707-6272.

For international orders, please contact a customer service representative via our Help Center.

You can subscribe to our email list by entering your email address in the field at the bottom of each page. Sign-up for all things Marc Jacobs: news, exclusive events and insider sales - straight to your inbox.

From time to time there may be information on our site(s) that contains typographical or visual errors, inaccuracies or omissions that may relate to product descriptions, pricing or availability. While we endeavor to display our products and their colors as accurately as possible, the displayed colors of the products will depend upon the technical specifications and settings of the computer and monitor of the user, and we do not guarantee that the actual colors of the products will be accurately displayed on the user's monitor. Products displayed may be out-of-stock, discontinued or otherwise unavailable, and prices are subject to change. MJI is not responsible for, and reserves the right to correct, any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order).

Products available in-store or online are not guaranteed to be the same. Similarly, prices for a product may vary between the site(s) and stores, or between currencies and regions.

You may only order products if you are 18 years old or older. You agree to pay in full the prices for any purchases you make either by credit/debit card concurrent with your online order or by other payment means acceptable to MJI, you agree to pay all applicable taxes. If payment is not received by us from your credit or debit card issuer or its agents, you agree to pay all amounts due upon demand by us. You agree that you are not permitted to resell any products purchased through or via any of the site(s) for commercial purposes.

We offer complimentary ground shipping on all orders over $50, for all orders under $50, a standard ground shipping rate of $9.95 will be applied.

We do not offer exchanges for any this website orders currently.

We currently offer Two Day Express shipping for US orders. Orders placed before 12 PM ET begin processing the same business day; orders placed after 12 PM ET will begin processing the following business day.

If you need to change your package delivery information, you can sign up for UPS My Choice and follow instructions for redirecting your package.

Your tracking link will be emailed to the email address used to place the order once it ships from our warehouse.

Please note that your order may go out in multiple packages, but you will only get tracking for the first package, if you ordered multiple items and something is missing, please reach out to us via email at Contact Customer Service to see if there are additional tracking numbers attached to your order.

For US orders, please place your order on our US website, make sure the country selection is correct.
International orders must be placed using the correct country selection and for Japan orders, please use our Japan website.

Please note that we do not deliver to APO, FPO, DPO or PO Boxes.

Orders are processed and shipped within 1 to 3 business days from receipt. After processing, delivery via UPS Ground typically takes an additional 1 to 3 business days after shipment.
Business days are Monday - Friday, excluding Federal holidays.

E-commerce purchases from this website cannot be returned or exchanged at Marc Jacobs retail stores.

To initiate a return, please visit our Returns Portal and follow the instructions using your order number and the email address used at checkout. A prepaid UPS return label will be provided for eligible items.

For any additional assistance, contact our Customer Service team by online chat, by email at Contact Customer Service or by phone at 877-707-6272 (English only)

Yes. Beauty products, including items that have been lightly used, may be returned within 30 days of shipment in their original packaging.

Customers should visit our Returns Portal to initiate a return. An order number and the email address used at checkout need to be provided. A free UPS label will be automatically generated.

Returns outside this window or heavily used products are not eligible.

We are happy to accept returns for merchandise purchased on this website that has not been worn, washed, or altered, with tags still attached and in the original packaging (box, sunglasses case, garment bag, etc.), within 30 days of shipment. Fragrances may be returned lightly used. All swimwear and underwear purchases are final sale.

Customers should visit our Returns Portal to initiate a return. An order number and the email address used at checkout need to be provided. A free UPS label will be automatically generated.

Returns should be initiated within 30 days of shipment. Returns outside this window or for Final Sale items will not be eligible for return.

Currently, this website does not process exchanges on gift orders. Any credit for items returned from a gift order will be issued to the original purchaser.

You are welcome to call us at 877-707-6272 (English only) or email at Contact Customer Service for additional assistance.

For purchases made in Marc Jacobs United States retail stores, the return policy is as follows:
• Returns will be accepted within 30 days of the date of purchase for exchange or store credit only, with a receipt and in original condition and packaging.
• The item must be returned directly to the store, returns by post courier are not accepted.
• This return policy applies in the US only in freestanding Marc Jacobs stores.
• Store credit is valid only at freestanding Marc Jacobs stores in the US.
• Items purchased at a discounted price may not be returned. Merchandise purchased at department stores; airports / duty free stores may only be returned to the original point of sale.
• All sales are final. No returns will be accepted for the following categories: custom or special orders, swimwear, undergarments, very used fragrance, outlet and sale items.

Merchandise purchased at all Marc Jacobs outlet stores are considered FINAL SALE and may not be returned or exchanged.

Marc Jacobs merchandise purchased at any Marc Jacobs US retail store cannot be returned at a Marc Jacobs outlet store. Marc Jacobs merchandise purchased on this website cannot be returned or exchanged at a Marc Jacobs outlet store.

Returns must be made within 30 days of your order date. Refunds are issued to your original payment method and typically appear within 10 business days.

At this time, this website is unable to process orders shipping to Puerto Rico or Guam. We hope to resume service in the future and apologize for the inconvenience.

Marc Jacobs offers optional shipping insurance to protect your order against loss, theft, and damage in transit. You can add it to your order at checkout. If you purchased shipping insurance, you can manage and file claims directly through our online portal. Most claims are reviewed within 2-3 business days.

File a Claim

If your tracking number shows "delivered," first check with household members or neighbors and look around your front door or mailbox. Please wait one day for possible carrier delays or mis-scans. If your package still hasn't arrived and you have purchased shipping insurance, you can file a claim through our online portal, and we'll resolve it quickly for you.

If you purchased shipping insurance at checkout, please submit a claim through our portal here. Claims must be filed no later than 9 months after the ship date.

If you did not purchase shipping insurance or need further assistance, please contact our Customer Service team by chat, email at Customer Service, or by phone at 877-707-6272.

First, check with household members or neighbors, and confirm your item was not included in a separate package if your order shipped in multiple shipments.

If you still cannot locate your item, please file a claim here. Claims must be filed no later than 9 months after the ship date.

If you did not purchase shipping insurance or need further assistance, please contact our Customer Service team by chat, email at Customer Service, or by phone at 877-707-6272.

If you receive an item that was damaged during shipment, take clear photos of the damaged item and the original packaging before discarding anything — these will be required to process your claim.

Please file a claim here. Damage claims must be filed no later than 30 days after the marked delivery date.

If you did not purchase shipping insurance or need further assistance, please contact our Customer Service team by chat, email at Customer Service, or by phone at 877-707-6272.

Narvar Secure is non-refundable once the order has been placed.

Most merchandise will ship 1 to 3 business days after your order is received.
Business days are Monday - Friday, excluding Federal holidays.

We currently ship to the following countries/regions:

Australia
Austria
Bahrain
Belgium
Canada
Chile
China
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hong Kong SAR, China
Ireland (Republic of)
Israel
Italy
Japan
Korea (South)
Kuwait
Latvia
Lebanon
Lithuania
Luxembourg
Malaysia
Malta
Mexico
Monaco
Netherlands
New Zealand
Philippines
Poland
Portugal
Qatar
Saudi Arabia
Singapore
Slovak Republic
Slovenia
Spain
Sweden
Switzerland
Taiwan Region
Thailand
Turkey
United Arab Emirates
United Kingdom

We do not offer any expedited shipping methods on orders to outside of the United States.

Unfortunately, international orders can only be placed online.

We currently do not offer international shipping outside of the U.S. on fragrance and Bookmarc items. Please visit the Store Locator to find a store near you.

Other products, such as items made of exotic materials may be restricted.

Currently, we do not gift wrap international orders.

Your credit card will be charged when you place the order.

We are happy to accept returns for merchandise purchased on this website that has not been worn, washed, or altered, with tags still attached and in the original packaging (box, sunglasses case, garment bag, etc), within 30 days of purchase. Items marked ‘Final Sale' cannot be returned.

To start the returns process, please use our Returns Portal to receive a return label for your order.

Please note that the shipping costs paid at the time of the order will not be refunded.

Items returned without an authorized return label from Customer Service will not be accepted. Keep the return tracking number for your package to monitor the delivery status.

For all international orders there is a return fee:
• Australia: A A$20 return fee will apply.
• Bahrain: A BHD 20 return fee will apply.
• Canada: A CAD$20 return fee will apply. Canadian shoppers are eligible for a full refund of Duties & Taxes on returns.
• China: A 160RMB return fee will apply.
• Denmark: A DKK 155 return fee will apply.
• Europe: A €20 return fee will apply.
• Hong Kong SAR, China: A HK$200 return fee will apply.
• New Zealand: A NZD 35 return fee will apply.
• Philippines: A PHP 1100 return fee will apply.
• Qatar: A QAR 60 return fee will apply.
• Republic Of Korea: A ₩34,000 return fee will apply.
• Thailand: A THB 800 return fee will apply.
• United Kingdom: A £16 return fee will apply.

Please note that the shipping costs paid at the time of the order will not be refunded.

Returns must be made within 30 days of your order date. Refunds are issued to your original payment method and typically appear within 10 business days.

Currently, this website does not process exchanges on gift orders. Any credit for items returned from a gift order will be issued to the original purchaser.

You are welcome to contact a customer service representative via our Help Center for additional assistance.

Marc Jacobs stands behind the quality and craftsmanship of all our products. If you believe your item is defective or has been damaged en route, please contact a customer service representative via our Help Center.

E-commerce purchases from this website cannot be returned or exchanged at Marc Jacobs retail stores.

Marc Jacobs will provide a one-year warranty from the date of purchase.
Your item must have been purchased from an authorized Marc Jacobs Vendor.

If your item needs to be repaired, please reach out to us at Contact Customer Service to see if it is eligible for repair. Please note that repairs can take up to 6 weeks to complete and if your item cannot be repaired, it will be reshipped back to you.

Exemptions/Exclusions/Disclaimer:
• Final sale items cannot be repaired or replaced
• Outlet items are all final sale items
• We do not clean, refurbish handbags or replace piping
• Leather items with dye transfer, and color fading are not covered by warranty
• Items that show excessive wear and tear are also not eligible for warranty
• Proof of purchase is mandatory

If your item was purchased at a Marc Jacobs store or from an authorized retailer: online or offline, please contact the store in which you purchased your item for warranty and aftercare.

Steps to take when reaching out to us at Contact Customer Service:
1. Take photos/videos showing the defect or issue clearly that you're experiencing with your item.
2. Take a photo of your tag with style number (will be inside of your item marked on the interior tag).
3. Provide proof of purchase, receipt or order number.

Email us at Contact Customer Service and please give us 2-5 business days to respond to your inquiry.

We offer a one-year manufacturing defect warranty from the date of purchase. We only can replace the item if the defect is a direct result of a manufacturing or functional defect in hardware and fabrication. We cannot cover stains, scratches, normal wear and tear as well as damage inflicted on or resulting from accident, mishandling, improper use, aging or faded caused by persistent exposure to sunlight. The color of the fabric can be affected by sunlight, heat, moisture, or contact with chemical substances such as alcohol, perspiration, or perfume.

Canvas material is known for its unique characteristics and can develop a vintage, worn-in appearance over time with use. This natural aging process is intentional and not considered a manufacturing defect. It is part of the charm and style of canvas bags, giving them a distinctive and personalized look.

We offer a one-year manufacturing defect warranty from the date of purchase. We only can replace the item if the defect is a direct result of a manufacturing or functional defect in hardware and fabrication. We cannot cover stains, scratches, normal wear and tear as well as damage inflicted on or resulting from accident, mishandling, improper use, aging or faded caused by persistent exposure to sunlight.

While leather is durable, it is not completely resistant to scratches and scuffs. Sharp objects or rough surfaces can cause marks on the leather surface. Regular maintenance and proper care can help minimize the visibility of such marks.

We offer a one-year manufacturing defect warranty from the date of purchase. We can only replace the item if the defect is a direct result of a manufacturing defect. We cannot cover damages from improper use, wear and storage.

Our jewelry is made of delicate materials, we recommend you avoid direct contact with water, perfume, body lotion, make-up, hand sanitizer and any other chemical that may tarnish your pieces. Please store in a cool, dry place and avoid too much direct sunlight and humidity.

Marc Jacobs watches were discontinued after November 2019 so therefore there is no valid warranty on any Marc Jacobs watches.

Our canvas goods are crafted using special materials, please handle them with extra care.

When not in use, we recommend that you stuff your bag to preserve the shape and store it in a cool dark place to ensure it remains beautiful for as long as possible. Please avoid contact with other dyed materials and avoid over exposure to heat and direct light as color fading will occur. Please avoid getting the canvas wet as it can stain the garment. We do not recommend the use of any cleaning agents on our fabrics.

Printed canvas goods are a delicate material and can suffer from abrasion, cracking and wear if not handled properly. Salt and atmospheric agents in general can cause irreversible wear. Please avoid contact with heat, oil, grease, alcohol and other abrasive products.

Natural canvas is meant to break in and wear with use, any time-lapsed variance should not be viewed as a defect, but rather as the beauty of a customized product.

Our leather goods are crafted using special materials, please handle them with extra care.

When not in use, we recommend you stuff your bag and shoes to preserve the shape and store it in a cool dark place to ensure it remains beautiful for as long as possible. Please avoid contact with dyed materials and harsh chemicals. If leather should get wet, let it dry and rub gently with soft cloth to maintain the original color and avoid water spots.

Naturally tanned leathers will gradually darken in color over time and with exposure to light. They also may have incidental tonal variations, marks or veins which are natural features and should not be considered imperfections.

Printed leather goods are a delicate material and can suffer from abrasion, cracking and wear if not handled properly. Salt and atmospheric agents in general can cause irreversible wear. Please avoid contact with heat, oil, grease, alcohol and other abrasive products.

Delicate leather goods that are constructed using any delicate leathers should be handled carefully. Please avoid contact with light colored clothing and items, rain, heat, oil, grease and other abrasive products. Preserve your item inside a dustbag when not in use.

Due to the nature and finish of our denim, color may transfer into light colored fabric, please use care when wearing. Avoid repeated contact with other dyed material and avoid over exposure to heat and direct light as fading may occur.

Our embellished goods are constructed using delicate materials and we recommend you handle them very carefully. Some embellishments, such as sequins, glitter, crystals, stones, studs, beads, embroideries, patches, charms and pom poms are delicate additions that must be handled with care to preserve the items. Please avoid contact with any objects and avoid overstuffing leather and fabric accessories.

When not in use, please store it in a protective dust bag and avoid close contact with other objects. We recommend you use these items gently and avoid any over exposure to light or moisture.

Our jewelry is made of delicate materials. We recommend proper use and storage to keep items from tarnishing. Please avoid direct contact with water, perfume, body lotion, make-up, hand sanitizer and other chemicals. Please remove jewelry before participating in physical activities such as swimming, exercise, cleaning or anything that causes excessive perspiration. We recommend you store it in a dustbag or a cool, dry place. When not in use and avoiding direct sunlight, humidity and sleeping in your items.

Our ready-to-wear pieces are created with high quality materials, we encourage you to take great care of them to ensure longevity. We recommend you store your items in a dry and cool space away from humidity and exposure to light. For higher end pieces, we recommend storing them in a garment bag made of cloth.

For our denim, please keep away from light and other garment dyed items to preserve its dye process.

We advise that you please follow all instructions inside each specific item on the tag provided. Each item will have careful instructions for care and cleaning. After reviewing the care label if the instructions advise to machine wash, then it's important to always use cold water. Always wash with similar colors and then lay flat to dry. Do not wring or twist.

In-store: We are offering custom pet portraits on select leather handbags when you spend $350 or more in store. Please contact your local store for additional details.

Online: Select leather bags priced at $300 or more are available for customization on this website. Look for the Bark Jacobs logo on eligible product pages.

Yes. Our artists use specialized leather acrylic paint that's designed to adhere to and move with the natural texture of leather, ensuring your pet portrait lasts for many seasons to come.

Yes. Select leather bags on this website are now available for online customization. You can upload a photo of your pet during checkout and your bag will be hand-painted and shipped to you in approximately three weeks.

For the full in-store experience with live painting by local artists, book an appointment at a participating store.

On average, the entire experience is about an hour and a half—from shopping for the perfect bag to packaging it up.

The painting itself takes approximately fifteen minutes per pet, with a short drying time.

Note: This applies to in-store customization only. Online orders ship in approximately three weeks.

In-store: Yes. With a minimum spend of $350 for the first pet and $300 for each additional pet, you can include up to three pets per bag.

Online: Online customization includes one pet portrait per bag (face and neck only).

In-store orders: It is preferred that you pick up in store. However, we can offer complimentary ground shipping from store.

Online orders: Your customized bag will be shipped to the address provided at checkout. Delivery takes approximately three weeks from purchase date.

In-store orders: Shipping is complimentary via UPS Ground, with expedited options available. 2-day shipping is a $20 fee and overnight shipping is a $30 fee.

Online orders: Customized bags ship approximately three weeks after purchase via standard shipping. Any additional non-customized items in your order will be shipped at the same time.

We offer international shipping for customized bags to Canada, the United Kingdom and Germany.

Yes, the pet portrait is complimentary with all qualifying purchases.

In-store: Yes. To qualify for a pet portrait in store, you must make a purchase of $350 or more. Bags under this value can be painted on as long as the total cost is greater than $350.

Online: Complimentary pet portraits are available on select eligible bags priced at $300 or more. Look for "Pet Portrait Details" on qualifying product pages.

With proper maintenance, your pet portrait should last for many seasons to come.

We recommend storing your bag in its provided dust bag when not in use, avoiding constant friction and rubbing on the portrait itself, and avoiding rubbing alcohol, which will strip the paint and is not good for the leather.

Avoid prolonged direct exposure to sunlight and rain.

Paint application method will vary by artist; however, all artists paint with acrylic paint.

We use leather acrylic paint to complete all pet portraits. A topcoat is not required and—if cared for properly—your painting will last for many seasons to come.

Avoid excessive rubbing and rubbing alcohol.

Care for your leather bag by avoiding heavy water, storing it in its dust bag in a cool place when not in use, and spot cleaning the leather with a leather cleaner.

Do not apply leather cleaner or conditioner directly to your pet portrait.

In-store orders: Please contact your local Bark Jacobs store to discuss next steps regarding your pet portrait.

Online orders: Due to the custom nature of these items, all online customized bag sales are final. Please ensure your photo is clear and high-quality before submitting your order.

Please check your local center pet policy if your local store is in a mall.

If the store is free-standing, Marc Jacobs welcomes pets in store.

Follow us on social media and keep an eye on here to see where future seasons of Bark Jacobs will be hosted.

Upload a clear photo of your pet that shows their face and neck. This helps our artists capture your pet's unique personality and features.

Yes. All customized bag purchases are final sale and cannot be returned or exchanged.

In-store: Our local artists will work with you to create a custom portrait. Styles and approaches vary by artist and location.

Online: Pet portraits include the face and neck of your pet only.

Each portrait is hand-painted by an artist, so the final result is an artistic interpretation of your pet — not a photorealistic reproduction. Colors, proportions, and small details may differ from the reference photo you submit. That's part of what makes every Bark Jacobs bag one of a kind.