FREQUENTLY ASKED QUESTIONS
Here you find an overview with the most frequently asked questions, e.g. sign in, order process, payment, delivery and return in the watercult online-shop.
If you cannot find the answer to your question, kindly contact our support centre.
HOW CAN I CONTACT THE SUPPORT CENTRE?If you have questions you can contact our support centre. Your request will be answered as soon as possible during the period Mo-Fr from 9.00 a.m. till 6.00 p.m.
Or use our contact form.
HOW CAN I SUBSCRIBE TO YOUR NEWSLETTER?Just add your email address to the spare field on the right bottom of the watercult page and click the black arrow button next to it. You can also subscribe to the newsletter during the registration process of "my account". From now on you will not receive the newsletter any longer.
HOW CAN I UNSUBSCRIBE FROM THE NEWSLETTER?In the newsletter you can find a cancellation link at the bottom area of your email. If you click on the link you will be deleted of the newsletter mailing list.
WHAT IS "MY ACCOUNT"?"My account" is a user account, you can create in our watercult online shop. This way the order processing will be faster and easier and you have an overview of your orders.
WHAT ARE THE BENEFITS WITH AN ONLINE REGISTRATION?"My account" offers lots of benefits and simplifies your future orders, as you can save delivery address, payment method etc. All your personal data will be available with one click for your next shopping. In addition you always have the opportunity to check your order status and delivery status.
CAN I ORDER WITHOUT A CUSTOMER ACCOUNT?Yes, during the ordering process you can choose the option "ordering without registration".
WHAT SHOULD I DO IF I HAVE FORGOTTEN MY PASSWORD?On the "my account" Login page you can click the link "forgotten my password" to request a new one. Therefor you need to add your registered email address, so we can send you the link to reset your password.
HOW DO I ORDER IN THE WATERCULT ONLINE SHOP?
• Add your article in the desired size to your cart with clicking the button "add to cart". Afterwards continue to checkout.
• With the next step you can either login to your personal user account, sign up for one or proceed the order without a registration.
• Now you need to add the invoice and delivery address and choose a delivery method.
• Afterwards you can add your desired payment method.
• Please double check your entered details with the next step. You can complete your order with clicking the button "buy now".
• As soon as we receive your order, we will send you an email with the order confirmation.
DO I RECEIVE AN ORDER CONFIRMATION?
As soon as we receive your order, we will send you an email with the order confirmation.
CAN I CHANGE OR CANCEL MY ORDER AFTERWARDS?
You cannot change or cancel your order afterwards. If you have questions you can contact our support centre: firstname.lastname@example.org
CAN I CHECK ON MY ORDER STATUS?
You can always check your order status under "my account" in the section "orders"
IS THERE A MINIMUM ORDER?
No, there is no minimum order for orders in the watercult online shop.
WHERE CAN MY ORDERED BE DELIVERY TO?
You can choose any delivery address in France, Spain, Italy, Greece, Portugal, Malta, Cyprus, Ireland, Belgium, Netherlands, Luxemburg, Finland, Estonia, Lithuania, Latvia, Slovenia, Slovakia.
Currently we only deliver via DHL. You can find all entered delivery details listed on the order overview.
CONDITIONS FOR REDEEMING A DISCOUNT CODE
• The discount code must be entered directly into the voucher field in the lower left corner of the shopping cart at the beginning of the order process.
• Each discount code can only be redeemed once per customer and order, unless otherwise stated.
• The combination with other discount codes or other reductions is not possible.
• A cash payment of the discount code is not possible, nor is a crediting of an already placed order. A discount code cannot be transferred to another customer either.
• The discount code is only applied to the value of the goods, not to the shipping costs. The discount code can also be limited to the purchase of certain goods.
• If a discount is granted on a percentage or total basis and is not limited to certain goods, it is always calculated proportionally on the entire shopping cart.
• The discount code must be redeemed within the specified period. The time of the order is decisive.
• An exchange of articles (e.g. for a different size, a different model) is unfortunately not possible at the moment. Please return the article as a return and order again via our online shop.
Minimum order value and return of goods:
The discount code may stipulate a minimum order value.
If the minimum order value is subsequently fallen short of by returning items, the discount will be forfeited. In this case the discount will be cancelled and the normal value of the remaining goods will be calculated. This discount code cannot be used by the customer for a repeat order.
If you return goods without falling below the minimum order value, you will be refunded the purchase price minus any discount that may have been taken into account. The return does not affect the calculation of the purchase price of the remaining goods, i.e. there is no redistribution of the discount.
WHAT ARE THE PAYMENT METHODS?
We accept payment by credit card, carte bleue (only France), PayPal, iDEAL (only Netherland).
Payment by credit card:
We accept MasterCard and Visa. During payment transaction the data will be secured via a secure encryption method (SSL) and proceeded directly. Please advice the card number, the CVV and the date of expiry. The credit card will not be charged with the invoice amount until we ship the order.
Payment by PayPal:
You need to have a PayPal account. You can save your bank or credit card details, so you do not have to enter them again for each buy. With PayPal you can easily pay by adding your emails address and password. Your PayPal account will be charged directly with the corresponding amount and you receive a payment confirmation. Afterwards your order can be shipped.
Payment by iDEAL:
You need to have an account with a participating bank which is activated for online banking. If you choose iDEAL as a payment method you will be redirected to the online banking site of your principal bank. Your order information will be transferred automatically and you only have to confirm the payment with a transaction number. Your bank account will be charged directly with the corresponding amount. Afterwards your order can be shipped.
HOW SECURE IS THE PAYMENT PROCESS IN THE WATERCULT ONLINE SHOP?
The security within the online shopping process is really important to us. All transactions are processed with secure payment systems. The confidential data will be encrypted and directly transmitted to the bank.
To ensure the safety for credit card payments on the internet, we use the internationally recognized security standard 3D Secure (Verified by Visa, MasterCard Secure Code). 3D Secure makes the misuse for credit cards more difficult for unauthorized third parties and reduces the risk of fraud for credit card payments on the internet. By using Verified by Visa or MasterCard Secure Code your credit card details are secured with an additional code. To process the payment you need the verification code on your credit card. Therefor a misuse of your credit card is almost impossible.
WHAT ARE THE DELIVERY METHODS AND WHO IS THE COURIER?
You can choose any delivery address in France, Spain (except the Canary Islands), Italy, Greece, Portugal, Malta, Cyprus, Ireland, Belgium, Netherlands, Luxemburg, Finland, Estonia, Lithuania, Latvia, Slovenia, Slovakia. We only ship standard. The courier is DHL. Please be informed that we only ship to mainland except for the islands mentioned above.
HOW MUCH ARE THE SHIPPING COSTS?
Shipping costs arise per order regardless of the order value.
- France, Italy, Belgium, Netherlands, Luxemburg, € 9,95
- Spain (except the Canary Islands), Portugal € 12,95
- Greece, Malta, Cyprus, Ireland, Finland, Estonia, Lithuania, Latvia, Slovenia, Slovakia € 14,95
HOW LONG TAKES THE DELIVERY?
Usually the DHL standard delivery takes 3-5 working days.
CAN I CHECK ON THE SHIPPING STATUS OF MY ORDER?
Once your order is shipped, you will receive an email with a link to track your shipment. The status of your order will always be shown in "your account" under "orders" as well.
WHAT DO I HAVE TO KEEP IN MIND CONCERNING A RETURN?
If an article does not fit or you are not happy with it, you can send it back within 21 days after receipt. Please note that the article needs to be send back in the original packaging and you have to enclose the completed return note.
- (France, Spain, Italy, Belgium, Netherlands, Luxembourg, Finland): Use the link mentioned below to receive a pre-payed return label.
- (Greece, Portugal, Malta, Cyprus, Ireland, Finland, Estonia, Lithuania, Latvia, Slovenia, Slovakia): Please stamp your return sufficiently and send it to the following address:
maryan beachwear retail GmbH, Gewerbestr. 1, Industriegebiet Steinmatt, 79725 Laufenburg, Germany
HOW DO I RETURN AN ARTICLE?
- Put the merchandise back into the article package
- Enter the reason for your return into the return note
- Put the return note and the merchandise into the package. It is best to use the original package.
- (Greece, Portugal, Malta, Cyprus, Ireland, Finland, Estonia, Lithuania, Latvia, Slovenia, Slovakia): Please stamp your return sufficiently (covered by insurance) and send it back to us
- Please keep the delivery receipt as verification.
RETURN INFORMATION / IMPORTANT INFORMATION CONCERNING FITTING
Please note: We can only take articles in proper condition back. Do not remove tags, avoid dirt of any kind (makeup, deodorant, perfume stains etc.) and wear a slip during the fitting of our beachwear.
CAN I EXCHANGE AN ARTICLE?
Unfortunately an exchange (e.g. for a different size, different style) is not possible at the moment. Please send the article back as return and order again at our online shop.
WHAT DO I HAVE TO DO IF I HAVE A COMPLAINT?
Please send us the article back as return and note the complaint on the return note.
HOW DOES THE REFUND PROCESS WORK?
As soon as we received and checked your return, you will get an email concerning the return entry and we will refund the invoice amount. Depending on the chosen payment method the process is as followed:
Payment by credit card:
After processing your return, you will get the corresponding amount credited on your credit card account
Payment by PayPal:
After processing your return, you will get the corresponding amount credited on your PayPal account.
Payment by iDEAL:
After processing your return, you will get the corresponding amount credited on your bank account.
The complete process of your return as well as the refund will not take longer than 10 days.
If you have any questions concerning a return or refund please send an email to email@example.com.