Our Policies

What information is collected?

We will only collect information from you when you place an order, sign up for our mailing list, or request information or service from us. We do not share, sell or rent any identifiable personal information to any third party. Payments made through Paypal will require that you provide them with information necessary to process your payment, and are subject to Paypal's privacy policy. Please review their policy before making a payment through them. We feel that Paypal's policy is compatible with our own.

The information we collect varies with the service you request.

If you signup for our Mailing List, we only require your name and e-mail address.

If you request information, submit comments, ask questions, or request customer service, we will need your name and e-mail address. This information will be used solely to respond to your inquiries. You will not be added to our Mailing List unless you request it. There are some instances when we may need to ask for further information in order to assist you. For example, if you request help deciding which size to order, we will need to know your measurements, or if you request a fabric swatch, we will need your mailing address. This information also will only be used to help us respond to your request.

When you place an order we collect only the information required to confirm, process, and ship your order. This information consists of your name, billing address, telephone number, e-mail address, and shipping address, if different from the billing address. We may also ask for additional information to verify your identity, such as your date of birth and your Driver's License number and state of issuance. This will only be done when absolutely necessary. An example of when this may occur is if an order is to be shipped to an address other than the billing address, and we have been unable to verify your identity in any other way. This is solely to protect you from possible fraud. Payment by credit card, eCheck or Instant Transfer is processed by Paypal, therefore we do not need your credit card number or bank information. This information will be provided to Paypal, and is subject to Paypal's privacy policy. Payment by mail will require sending us a Money Order or personal check. Personal checks will require that we know the name of your bank and your bank account number. This information is never stored on our server, and as with all other information, will not be shared with anyone. Please read our Payment Method page for more information. We will not add you to our Mailing List when you place an order unless you request it. You will, however, receive e-mail confirmation of your order, of your payment, and when your order is shipped. We may also contact you regarding any questions about your order.

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How is this information collected?

A "Cookie" is a very small text file placed on your hard drive by a web server. It is a plain text file, and cannot contain program code. It cannot be used as a virus, or to extract data from your computer. Only the web server that set the cookie can access the information it contains. We use cookies when and if you place an item in your shopping cart. The cookie contains an ID Number recognizable only to our server. We use a "session cookie" to maintain your shopping cart as you visit pages on our site so that you will not lose the items placed in your cart and may view your cart at any time. This also identifies your cart and keeps it separate from the shopping cart of other users. This cookie expires when you complete your purchase, empty or delete your cart, or, if you leave items in your cart but do not complete the purchase before leaving our site, within 14 days. Once you have placed an order, we also use a longer-lasting cookie to display your name, address, and the shipping method you last chose in your shopping cart when you place your next order so you will not have to reenter them. This cookie will expire in 1 year.

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How will this information be used?

The information we collect will be used solely to provide the service you requested. We will use it to respond to your inquiries, to provide assistance, and to confirm, process and ship your order. If you sign up for our Mailing List, we will send you periodic e-mail newsletters to inform you of new additions to our web site, upcoming events, special offers available only to Mailing List members, and special sales. We will not add anyone to our Mailing List unless they specifically request it. This information will not be shared with any third party. Please note that if you pay us through Paypal, you will be providing information to them directly. Information in your Paypal account is governed by Paypal's privacy policy.

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Who is collecting it?

This information is collected by our company for internal use only, and will be seen only by the personel needed to provide the requested service or process your order. Please note that if you pay us through Paypal, you will be providing information to them directly. Information in your Paypal account is governed by Paypal's privacy policy. Please see our Payment Methods page and Paypal's privacy policy for more information.

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Will it be shared with anyone?

We do not share, sell or rent any identifiable personal information to any third party. Payments made through Paypal will require that you provide them with information necessary to process your payment, and are subject to Paypal's privacy policy. Please review their policy before making a payment through them. We feel that Paypal's policy is compatible with our own.

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What choices do I have about information given?

We will only collect information from you when you place an order, sign up for our mailing list, or request information or service from us. We collect only the information necessary to provide the service requested. We will not add anyone to our Mailing List unless they specifically request it. When you place an order, you will, however, receive e-mail confirmation of your order, of your payment, and when your order is shipped. We may also contact you regarding any questions about your order. You also have a choice of payment options which will effect the information you are required to give to make a purchase. If you do not chose to pay us through Paypal, you may mail us a money order or personal check. Please see our Payment Methods page for more information.

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How can I update or delete personal information?

If you have joined our Mailing List, you may remove yourself from the list at any time by clicking on the link below and sending the e-mail as it appears in your e-mail client (software). You do not need to add any message to the body of the e-mail. This link is also at the bottom of each e-mail you receive from the list. Alternatively, you may send a blank e-mail ( no message in the body), with REMOVE in subject line, to the e-mail address shown below. You may change the e-mail address you have listed with us by clicking on the link below, or by sending an e-mail to the address shown below with UPDATE in the subject line, and listing your name, the old address and the new address you would like us to use in the body of the message.

mailinglist@marcelledesigns.com-REMOVE

mailinglist@marcelledesigns.com-UPDATE

After placing your first order, your billing and shipping information, as well as the shipping method last chosen, is stored so that you will not have to reenter it on subsequent orders. We never store credit card or checking account information on our server. You may update this information when placing your next order by clicking on the edit arrows in your shopping cart next to the information you want to change. You may request that this information be removed by sending an e-mail to customer service at help@marcelledesigns.com. Please note that it may take a few days for us to comply with this request. We will do it as soon as possible. Also note that if you place another order, this information will be stored again. This is an automatic function of the shopping cart software.

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What precautions have been taken to protect information collected?

Your credit card and checking account information are never stored on our server, even briefly. Payments by credit card, eCheck, or Instant Transfer are processed by Paypal on their secure servers. Paypal is committed to handling your information with high standards of security. For more information, please visit our Payment Methods page and the PayPal Security Center. Any other information is stored on a private area of our server, which is not accessable via the web.

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How can I contact you with questions about your site's privacy policy?

You may contact us with questions or concerns by e-mail at info@marcelledesigns.com, by telephone at (781) 641-2310, or by postal mail at Marcelle Designs, 189 Broadway - Rear, Arlington, MA 02474, USA. Please see our Contact Us page for complete contact information.

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Return Policy

Do You accept returns?

We want you to be completely satisfied with your purchase. Most companies offering customized merchandise do not allow returns. We feel if you have spent the time neccessary to make your choices, and waited to have your order made for you and shipped, the end result should make you happy. If not, you should be able to return it.

If you have purchased a sized item (not Made to Measure), you may return or exchange your purchase within 30 days of the shipping date. Items for return must be unworn and in original condition. Shipping and insurance are non-refundable. You may either request a refund or make an exchange. Refunds will be issued by the same method as your payment. If you paid through Paypal, a refund will be made to your Paypal account. If you mailed us a check or money order, we will mail you a check. We will issue your refund when we have received the returned item, inspected the merchandise, and processed the return.

Our Made - to - Measure policy will be posted here when we add this service.

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How do I return my purchase?

We want to make returns easy for you.

If you wish to make a return by mail, please follow these steps:

1. There are four ways to chose from when letting us know how you want us to handle your return:
   • Complete the Return Form included in the box with your purchase.
   • Complete the Return Form on our website.
   • Send us an e-mail.
   • Call us at (781) 641-2310.

2. Pack and seal your return securely, in the original package if possible, and include the Return Form if you have not notified us of your return in advance. We suggest using Priority Mail. If you do not have the original box, you can get a Priority Mail box free of charge from your local Post Office. Packages must be returned prepaid, and must be insured for the value of the merchandise. We cannot accept C.O.D. deliveries.

3. Mail your package to:

   Marcelle Designs
   189 Broadway - Rear
   Arlington, MA 02474
   USA

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How do I make an exchange?

To make an exchange, you will need to let us know what you would like to order in exchange for the returned merchandise. There is a place on the Return Form (both the paper and online versions) where you can indicate what you would like to exchange it for. You can also include this in your e-mail, or tell us when you call. Follow the instructions above to send us your return.

Please remember that we do not have in-stock merchandise. The item you order will have to be made for you , and will take two weeks from the date we receive your return to make. If you need us to begin work on your exchange before we receive your return, you can place, and pay for, a new order, and we will send you a refund on your first purchase as soon as we receive and process it. Please contact us to make arrangements. You can send us an e-mail at orderinquery@marcelledesigns.com, or call us at (781) 641-2310.

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Shipping Policy

What shipping options do you offer?

Within the United States, we offer two options for shipping, both by the USPS. We will ship by Priority Mail, which takes 2 - 3 days, or Express Mail, which takes 1 day. Shipping and insurance fees are calculated and added to your invoice automatically when you select the shipping method you prefer while placing your order. Shipping costs are based on the weight of your package, while insurance rates are based on the dollar value of the merchandise ordered. Rate charts are included below to give you an idea of what these costs will be. Shipping and insurance costs for orders totalling more than $1000.00 and/or 10 lbs. will be invoiced separately. You will be sent an e-mail invoice containing a link to Paypal's secure server for convenient payment of these fees, or if you prefer, you may send us a money order or check. Please note that mailing payment will delay your order. Please see our Payment Methods page for more information on how different payment methods will affect delivery of your order.

International orders will be invoiced sepearately for shipping and insurance costs. If you live in one of the 37 countries where Paypal is available, you will be sent an e-mail invoice containing a link to Paypal's secure server for convenient payment of these fees, or if you prefer, you may send us a money order or check. Please note that mailing payment will delay your order. Please see our Payment Methods page for more information on the countries where Paypal is available, and on how different payment methods will affect delivery of your order. If you live somewhere other than these 38 countries, we will contact you by e-mail to make payment arrangements. Please note that at this time we require International shipments paid by credit card through Paypal to be shipped to the billing address, and not to an alternative address. This is necessary to reduce credit card fraud. We regret any inconvenience this may cause. International orders may be subject to customs duties and taxes levied by the receiving country, which are the responsiblity of the customer. Please call your local customs office for details about these charges.

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What are the shipping and insurance costs?

Shipping costs are based on the weight of your package and the shipping method you choose. Insurance costs are based on the dollar value of the merchandise ordered. The rate charts included here will help you estimate what these costs will be. The actual costs will be calculated and added to your invoice in the shopping cart before you check out. The following information will help you estimate the weight of your package. Most of our clothing items weigh approx. 1/2 to 1 lb. each. This can vary, depending on the weight of the fabric and the length. You will need to add the weight of the box to the total weight of your merchandise. This is usually 1/2 lb.

Priority Mail Shipping Rate Chart Up to 1 lb. $3.85 1 lb. to 2 lbs. $5.40 2 lbs. to 3 lbs. $7.85 3 lbs. to 4 lbs. $9.45 4 lbs. to 5 lbs. $11.00 5 lbs. to 6 lbs. $11.30 6 lbs. to 7 lbs. $12.55 7 lbs. to 8 lbs. $13.80 8 lbs. to 9 lbs. $15.05 9 lbs. to 10 lbs. $16.30	Priority Mail Insurance Rate Chart Up to $50.00 $1.30 $50.01 to $100 $2.20 $100.01 to $200 $3.20 $200.01 to $300 $4.20 $300.01 to $400 $5.20 $400.01 to $500 $6.20 $500.01 to $600 $7.20 $600.01 to $700 $8.20 $700.01 to $800 $9.20 $800.01 to $900 $10.20 $900.01 to $1000 $11.20
Express Mail Shipping Rate Chart Up to 1/2 lb. $13.65 1/2 lb. to 2 lbs. $17.85 2 lbs. to 3 lbs. $21.05 3 lbs. to 4 lbs. $24.20 4 lbs. to 5 lbs. $27.30 5 lbs. to 6 lbs. $30.40 6 lbs. to 7 lbs. $33.45 7 lbs. to 8 lbs. $34.75 8 lbs. to 9 lbs. $36.20 9 lbs. to 10 lbs. $37.50	Express Mail Insurance Rate Chart Up to $100.00 Included $100.01 to $200 $1.00 $200.01 to $300 $2.00 $300.01 to $400 $3.00 $400.01 to $500 $4.00 $500.01 to $600 $5.00 $600.01 to $700 $6.00 $700.01 to $800 $7.00 $800.01 to $900 $8.00 $900.01 to $1000 $9.00

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How do I track my package?

We will send you an e-mail when we ship your order. The e-mail will contain your USPS Tracking Number and a link to the online copy of your Invoice. If you scroll down to the bottom of your Invoice, you will see your Tracking Number and a link to the USPS Web Site Tracking Page if you wish to track your package online. Questions regarding your package may also be sent by email to orderinquery@marcelledesigns.com (Please include your Invoice Number), or call us at (781) 641-2310.

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Payment Policy

What payment methods do you accept? When will I be charged for my order? Why do some payment methods delay work on my order?

We're PayPal Verified

What payment methods do you accept?

Our online payments are processed through Paypal. We can accept Mastercard, Visa, Discover, American Express, eCheck, or Instant Transfer through PayPal. PayPal offers payment choices that allow more flexibility than accepting only credit cards while maintaining security and privacy for our customers. All payment details are handled by PayPal's secure servers. Your Credit Card Numbers and Checking Account Numbers are not stored on our server at any time during or after ordering. We also accept Money Orders or personal checks by postal mail, in U.S. Funds only. We can not accept credit card payments by mail or FAX. It is important to note that the payment method you chose will affect how long it takes to receive your order. Please read our Payment Methods page for more detailed information regarding the payment methods we accept, and about the use of Paypal.

NOTE: Any check returned for insufficient funds will be charged a Returned Check Fee of $. We will not begin work on your order until payment in full is received for your order and this fee, payable only by Money Order in U.S. Funds. All future orders will require payment by Money Order or through Paypal. We reserve the right to also require orders be shipped to the billing address only.

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When will I be charged for my order?

Due to the fact that everything we sell is custom made for you, we require payment before we can begin work on your order. If you pay online through Paypal, you will be charged at the time you place your order. If you chose to mail us your payment, you will need to send us the full amount of your invoice.

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Why do some payment methods delay work on my order?

Your choice of payment method will impact when your order is shipped to you. Our merchandise is all made to order. There are no finished garments in a warehouse waiting to be shipped. Due to the fact that all orders are customized for you and can not be used to fill an order for someone else if there is a problem with payment, we can not begin work on your order until payment has cleared. Our Payment Methods page contains a list of the payment methods we accept, and how much time they add to processing your order. Please note this is in addition to the time it takes to make your order.

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Sales Tax Policy

Do you charge Sales Tax?

We are based in Massachusetts. Purchases made by Massachusetts residents are subject to MA Sales Tax. Massachusetts does not charge sales tax on most apparel items. At this time, none of our merchandise is subject to sales tax. If we add products that are subject to sales tax in the future, we will update this information at that time.

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Order Acceptance Policy

What is your order acceptance policy?

There are, unfortunately, a few cases where we may be required to reject an order. If there is reason to suspect fraud, and we have made every effort to verify the identity of the person placing the order without success, we will have no choice but to reject the order. We will try to contact you regarding any questions we may have. Questions may arise if you have paid by credit card and you want your order shipped to an address other than your verified billing address. We may need to contact you to verify your identity as the cardholder before we can authorize work on your order. Although most such requests are legitmate, they can also at times be the result of fraudulent use of a stolen credit card. We verify your identity in order to protect you from unauthorized use of your card. We may require a different payment method if we are unable to verify that the card is yours.

We also can only accept orders to be shipped to countries that the USPS will deliver to. All international orders paid for by credit card through Paypal must be delivered to the billing address. We can not ship to an alternate address outside the United States.

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Order Cancellation Policy

What is your order cancellation policy?

We allow order cancellations within 24 hours of placing your order. After this time, we will likely have begun working on your order and cannot allow a cancellation. You may cancel by e-mail at orderinquiry@marcelledesigns.com (Please include your Invoice Number) or by phone at (781) 641-2310.

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FAQ

How long does it take to make my order?

It will usually take 2 to 4 weeks after payment is received to make your order. This does not include the time to wait for a payment to clear, or shipping time. This is how long it will take from the time we begin work on your order to the time it is finished. You may get updates on the progress of your order by visiting the online copy of your Invoice. To do this, click on the link in your confirmation e-mail for the online copy of your Invoice. If your e-mail program does not allow this, highlight the link with your mouse and copy the address, then paste it in the address box of your browser. Scroll down to the bottom of the page, and you will see a chart listing the steps to completeing your order. We will enter the date next to each step when it is completed. Questions regarding your order may also be sent by email to orderinquiry@marcelledesigns.com (Please include your Invoice Number), or you may call us at (781) 641 - 2310.

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Is it possible to receive my order sooner?

Yes, but you must contact us by e-mail or phone before placing any rush orders. Rush service may not always be available, depending on our production schedule and delivery schedules from our suppliers. Rush orders will be charged an additional $30.00.

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Why do you charge a fee for a rush order?

Although your order is custom-cut to your spedifications, we try to keep production costs down by grouping work on several orders at once. Setting up our machines dor different garment details (buttonholes, hems, waistbands) takes time. For maximum efficiency, we will do the same step to several items at once. A priority order cannot be grouped with other orders in production. Between each step in construction of a rush item, we must stop to change our machines for the next step. Therefore, these orders cost us more to produce.

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Why do sizes 20 to 24 have a higher price?

We have done careful studies of our costing methods for setting our prices before arriving at this decision. Larger sizes cost us more to produce for a number of reasons, not simply because they require more fabric. Labor costs increase due to the fact that the width of most of our fabrics requires us to create a pattern with more seams for these sizes, as the pattern pieces do not fit on the fabric. This increase the time it takes to customize the pattern, cut the fabric, and sew the garment. Often, it also results in less efficient layouts of the pieces on the fabric, requiring us to layout and cut the fabric twice, as the length of fabric will not fit on our cutting table in one piece. In the end, we had no choice but to pass these costs on in our prices.

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How long will it be before I receive my order?

The amount of time it will take to recieve your order depends on your payment method, the shipping method chosen, and where you live. Some payment methods will delay work on your order. We don't begin working on your order until payment has cleared. Please see our Payment Methods page for more information on how your payment method affects work on your order. It will take two to four weeks to produce your order and pack it for shipment. Once shipped, the amount of time it takes to reach you will depend on the shipping method you have chosen. Within the United States, Priority Mail will take 2 to 3 days and Express Mail will take 1 day. Outside of the United States, we will contact you regarding shipping, and can tell you at that time how long your package should take to reach you.

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Can I place items in my shopping cart and come back to purchase them later?

Yes, you can place items in your shopping cart, and if you leave our site without completing the checkout process, the items will be held in your cart for 14 days. You can return at any time during the 14 days, click on any View Cart button or link, and continue with your purchase. This will give you the opportunity to think about your purchase, or in case you need help taking your measurments, have time to meet with a friend. If you do not want the items held in the cart, remove the items or delete the cart before leaving our site.

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What do I do if I'm not sure what size to order?

We know that it can sometimes be difficult to choose a size from a size chart. The measurements listed for a size are based on the industry standards and do not reflect the proportions of most of us. We have worked hard on our patterns to make sure they fit a realistic body shape, not just one with "fashion model" proportions, however, everyone's shape is different. If you are not sure what size to order, we are here to help you. We are thoroughly familiar with the fit of each style. You can e-mail us for help at help@marcelledesigns.com. Include the style you are interested in, the fabric, if you know, and your measurements, or fill out and submit our measurement form. We will review this information and respond as soon as possible with the size we feel would be the best choice for you. You may also call us at (781) 641-2310. Please have the same information available before you call.

If you do not want to delay placing your order while you wait for help choosing your size, you can place the order for the size you think you may need, and in the comments box at the end of the checkout process, write a note telling us that you have requested help with your size. We can place your order in our production schedule so that while we are communicating with you regarding the size, your order will not be delayed.

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Is it possible to see a sample of the fabric?

We realize that you may need to feel or see the true color of a fabric before placing an order. Every computer monitor dispalys color differently. Swatches (small samples) of fabric are available upon request. You may ask for a swatch by sending us an e-mail with your name, mailing address and the name and color of the fabric you are interested in to Customer Service at help@marcelledesigns.com. You may also call us at (781) 641-2310.

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