FAQ
To register and create your “Member Profile” click here.
To log in to your account, click on the “My account” icon, enter your e-mail and password.
If you forgot your password, go to the “My Account” section and click on “Forgot Your Password?” Enter your e-mail address, and a new password will be sent directly to your email.
If you wish to see a history of your past orders, go to the “My Account” section and click on the “My orders” icon. You will have access to a complete history of your orders.
The newsletters contain general information on new Marcelle product launches or promotions. It allows you to stay informed on the brand.
To subscribe, click here and fill in the questionnaire.
At any point in time you can unsubscribe by clicking on the unsubscribe link found at the footer of the emails that have been sent to you or in your account, in the subscription to newsletter section.
After having placed your order, you will receive an email confirming that your order has been registered by Marcelle Cosmetics. In your account, the status of your order is “pending”.
Once your order has been prepared and shipped, you will receive a second email from Marcelle Cosmetics including the shipping number and a summary of the products shipped. At the same time, you will receive an email from the carrier with your tracking number which will allow you to track your package. In your account, the status of your order is now complete.
Unfortunately, no cancellation is possible as soon as the order is completed.
However, we invite you to contact our Consumer Relations Department at 1-855-855-9792 or by e-mail at contact.marcelle@groupemarcelle.com..
We will be pleased to give all the return procedures.
Marcelle Cosmetics reserves the right, at its sole discretion, to limit quantities, terminate accounts and refuse or cancel any order, including after the order has been submitted, whether or not the order has been confirmed and your credit card charged. In the event that your order is cancelled after your payment has been processed, we will issue a full refund.
Refer to the returns and exchanges policies.
We propose 2 secure payment methods:
Payment by online bank card (Visa, Mastercard): Your bank information is encrypted (SSL mode) and will never be known or saved at Marcelle Cosmétiques.
Payment by PayPal
If you need assistance with your online order, please send us your phone number through this form and an agent will call you to make your purchase for you.
Marcelle.com ships via Canada Post or UPS. No deliveries are made on Saturdays and Sundays and any major holidays. We do not accept orders being shipped to Army Post Office, Fleet Post Office and Post Office boxes.
There is a delivery fee of $8 CA for all standard deliveries. However, this delivery fee can be offered. For more information, please refer to the ongoing promotions on the website.
Your order will be processed by Marcelle Cosmétiques within a delay of 2 business days. It will then be shipped by Canada Post or UPS. Depending on your geographic location, the delivery time can reach up to a maximum of 10 business days.
Shipping MethodsStandard deliveryPriority delivery Delivery Time 1 - 6 business days1 - 4 business daysCosts$8 CA$18.50 CA
If you would like to use a promotional code, you can use it during the checkout process under the section with the summary of your order. Simply enter your promotional code and click on “Apply Coupon” to validate your code and benefit from the offer. You will see the discount amount of the coupon be subtracted in the summary of your order.
Please note that the promotional codes are case sensitive and must respect the upper and lower cases.
Promotional coupons can only be used exclusively on marcelle.com. Promotional coupons are not available in store and cannot be combined with any other offer.
Coupons can only be used once, per client. It is applied to the total amount of an order before taxes and shipping. If a coupon code has been used multiple times, Marcelle reserves the right to cancel or refund the order. Coupons cannot be used for future purchases even if the initial order has been canceled or returned.
Marcelle Cosmétiques offers the best in makeup, skincare and fragrance products. In order to do so, our Research & Development team works hard to continually improve our products. We must, therefore, sometimes need to make renovations to our products.
If you wish to purchase that product, please contact Marcelle Cosmétiques’ customer service and we will be happy to suggest you substitute products.
You can either check the description of the product you are interested in or send your questions to our customer service department by e-mail: contact@groupemarcelle.com. Our customer service is available from 9:00 a.m. to 5:30 p.m., Monday to Friday.
In-store cosmeticians are also available to answer questions about our products.
It is important to follow the instructions for use and to consult the list of
ingredients on the packaging of the product you own before using it. A product
may also have been reformulated, so be vigilant, especially if you've
experienced reactions in the past. It's also important not to use products
whose expiration date has passed. If your skin reacts badly to a product, we
suggest you stop using it immediately and consult a dermatologist if symptoms
persist.
Marcelle products are NOT tested on animals, nor do we have animal testing conducted on our behalf. We are committed to selling only safe products, using only safe ingredients in our cosmetic products and complying with applicable regulations in every country in which Marcelle products are sold. Marcelle ensures product safety through testing using “in vitro” or “self-testing” methods on human volunteers. The development of all Marcelle products is carried out with the goal of offering innovative, high-quality products to our clientele, while insuring the security of their use.