FAQ- Frequently Asked Questions
Order
I still want to change something in my order, is that possible?
Can I ship my order to two addresses?
How can I track my order?
I did not receive a confirmation email
If you did not receive a confirmation within minutes of ordering, the following may have gone wrong.
- Your provider may have marked our automatic mailing as spam and deleted/moved it to the spam box;
- You made a typing error in your email address when ordering;
- You have paid by direct debit, in that case it takes two days for the bank to approve the payment after which you will receive a confirmation from us.
If you have not received a confirmation please contact us at customerservice@marie-stella-maris.com.
Do I always get a free gift with my order?
We occasionally surprise our customers with a gift with a specific purchase amount. This is always temporary and while supplies last.
When your shopping cart reaches a certain purchase amount, the product is automatically added to your shopping cart.
The free product is only valid on our webshop and not valid in our store unless otherwise stated. You cannot exchange the free product for cash.
Maximum 1 free product per purchase and not in combination with other offers.
If you return the products with which your free product expires, the free product will also pass, and we would like to receive it back.
My order is delayed, how is that possible?
My purchase was delivered incorrectly, damaged or incomplete. What should I do?
We strive to always give our customers the most complete Marie-Stella-Maris experience possible. We therefore find it very annoying that you have a complaint about a product delivered by us. Please send an e-mail to our customer service (with a picture of the complaint) via customerservice@marie-stella-maris.com before you return a product. Do not forget to mention the order number. We will try to solve your complaint as soon as possible!
Pay
What are the payment methods?
De betalingen op onze website zijn ondergebracht bij Mollie. Zij zijn een gerenommeerde partner in het doen van online betalingen via webshops. Dit zijn de meest bekende betalingsmethoden die wij beschikbaar stellen:
iDeal
PayPal
Klarna
Pay Later
Creditcard Mastercard / Visa
SOFORT BankingBancontact
Is it safe to pay Marie-Stella-Maris with my credit card or through Ideal?
Shipping and Returns
How long will it take to receive my order?
Can I exchange or return my purchase?
Are you not satisfied? No problem! You may return purchased products within 14 days of the delivery date.
Please note that items ordered through our webshop cannot be returned or exchanged in our physical store(s).
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If you want a different product or fragrance, you can return the unwanted product; after we have received and processed the product, we aim to credit it within ten working days! In the meantime, you can re-order the right product in our webshop..
Orders ordered on weekdays before 15:00 will be shipped the same day!
How long will it take for my money to be refunded?
My purchase was delivered incorrectly, damaged or incomplete. What should I do?
We strive to always give our customers the most complete Marie-Stella-Maris experience possible. We therefore find it very annoying that you have a complaint about a product delivered by us. Please send an e-mail to our customer service (with a picture of the complaint) via customerservice@marie-stella-maris.com before you return a product. Do not forget to mention the order number. We will try to solve your complaint as soon as possible!
What are the expected delivery times and costs?
NL: 1-2 working days
€4.95 or FREE for orders over €35
EU Zone 1 (BE, DE): 2-5 working days
€7,50 or FREE on orders over €65
EU Zone 2 (FR, IT, LU, AT, DK): 2-5 working days
€15 or FREE on orders above €75
EU Zone 3 (other in EU zone): 2-5 working days
€25 or FREE on orders above €150
Worldwide: 5-10 business days
€50 or FREE on orders over €300
My order is delayed, how is that possible?
How does the return process work?
Are they not satisfied? No problem! You may return purchased products within 14 days of the delivery date. Returned products will only be accepted if they are unbroken, where possible, and still packed in original packaging. Marie-Stella-Maris products ordered on an external website cannot be returned to Marie-Stella-Maris. Items ordered through our webshop cannot be returned in our physical store(s).
Check herefor the best way to return your products.
Promotions
Do I always get a free gift with my order?
Where can I enter my discount code?
Can I use multiple discount codes?
Something goes wrong during my order with my Gift Card/Discount Code, what should I do?
Our products
Are your products 100% natural?
Why is the wax of the scented candles white instead of black?
What fragrances do you offer?
Our body care and home products are offered in a series of unique fragrances. Each scent is specially designed to surprise, enhance mood and provide an unforgettable fragrance experience.
Are your products vegan/vegan?
Worden jullie producten op dieren getest?
Absoluut niet. Wij houden net zo veel van onze dierenvrienden als jij. Je kan er van op aan dat geen van onze producten op dieren wordt getest.
Which products can I refill?
How long do the products have a shelf life?
How long do the fragrance sticks last?
110ML: 3-6 weeks.
240ML: 3-4 months.
470ML: up to 6 months.
Always pay attention to product placement when using: avoid direct sunlight, warm places and locations with a lot of airflow. Heat and lots of wind can cause the product to run out a lot faster. Sunlight can also cause discoloration.
My fragrance sticks seem to run out faster, how is this possible?
Should the fragrance sticks be turned over?
What are the scented candles made of?
My product has changed color, how is this possible? Is this bad?
Water
Where does your natural mineral water come from?
Where can I buy Marie-Stella-Maris Mineral water?
Marie-Stella-Maris natuurlijk mineraalwater is in Nederland verkrijgbaar bij een aantal kleinschalige supermarkten:
Marqt
Ekoplaza
Crisp
En bij een groot aantal nationale en lokale groothandels:
All 4 Horeca
Bier & Co
Boonekamp
Brinkman
De Klok
DrankenDeli XL
De Kweker
Bidfood
Dranken- en Horecagroothandel Harry de Louw
DrinxFourcroy
Hanos
Hansen Dranken
Henk Boer Winery
Henk Smit
Hocras
Lekkerland
LHC
Melger’s Dranken
Moos Drankenhandel
Mulco
Scheerder
Scholten Horecagroothandel
Sligro
Terborgse Wijncentrale
Udea
VHC Jongens
Zegro
What is the impact of our bottles on the environment?
Is there a deposit on our bottles?
There is a deposit only on our small PET bottle, not on our glass bottles and not on the tetra pack. In addition, our bottles are 100% recyclable, therefore always throw your empty bottles in the appropriate waste containers so they can be recycled.
Marie-Stella-Maris core values
What does Marie-Stella-Maris mean?
What do you mean by "Care for Water"?
What is the foundation of Marie-Stella-Maris?
The Marie-Stella-Maris Foundation is committed to achieving access to clean drinking water worldwide. By funding projects that focus on Water, Sanitation and Hygiene (WASH). We carefully select our projects and monitor them during and after development so that they remain successful for years to come. Our Foundation we work closely with our partner Aqua for All.
For more information on the website of our Foundation
What is the contribution to clean drinking water projects per purchase?
How do you ensure that the contribution from my purchase benefits the clean drinking water projects?
Is Marie-Stella-Maris a commercial company or a charity?
Marie-Stella-Maris is not itself a charity or a nonprofit organization. We are a Social Enterprise dedicated to improving access to clean drinking water worldwide. We believe that success goes beyond turning a profit.
Social Enterprises are organizations with the same objectives as charities but at the same time apply the management principles of the private sector, including the need to grow and the ability to make a reasonable financial return. A Social Enterprise is like any other business: the company provides a product or service and has a revenue model. However, making money is not the primary goal but a means to achieve the fundamental mission of creating social impact.