Customer service
Is your question not among our FAQ? Stay calm, drink a glass of water and contact our customer service team. We'll be happy to help.
How can we help you?
FAQ- Frequently Asked Questions
Order
I still want to change something in my order, is that possible?
It is not possible to modify your order after it has been placed. This applies to cancellation of your order, address changes and product changes.
Can I ship my order to two addresses?
No, we cannot deliver 1 order to two addresses. We recommend that you place separate orders for two separate delivery addresses.
How can I track my order?
Once your package has left us, you will receive via email a Track and Trace code that you can use to track your package.
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?
We make every effort to get your order to you as quickly as possible, and you can be assured of that. However, it may happen that the delivery service has delayed your order. You will be informed of the latest updates via your Track and Trace code. Have five working days passed? Don't hesitate to contact our customer service and we will start an investigation with the delivery person.
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?
Yes, payments to Marie-Stella-Maris are handled by Mollie. They also handle the payments of several large webshops. They ensure that your transaction is carried out securely. Once the payment is received, the order will be processed immediately by Marie-Stella-Maris and the normal delivery time applies. If you still have questions about the security of Mollie, please visit www.mollie.com.
Shipping and Returns
How long will it take to receive my order?
When you make a purchase online, we strive to deliver it to your home as quickly as possible. All orders placed and paid for before 3 p.m. on a business day will be shipped the same day. Add to this the delivery time of the mail order company, and your order will arrive after one or two days at most.
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?
We strive to refund the purchase price within 10 business days of receiving your return. You can always send an email to our customerservice@marie-stella-maris.com to check the status of your return.
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?
We make every effort to get your order to you as quickly as possible, and you can be assured of that. However, it may happen that the delivery service has delayed your order. You will be informed of the latest updates via your Track and Trace code. Have five working days passed? Don't hesitate to contact our customer service and we will start an investigation with the delivery person.
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?
Occasionally we surprise our customers with a gift with a specific purchase amount. When your shopping cart reaches a certain purchase amount, the product is automatically added to your shopping cart, or you receive it with a purchase in the store. The gift is valid while supplies last, so be quick.
You cannot exchange the free product for cash.
Maximum one 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.
Where can I enter my discount code?
The discount code is only valid online and can be entered in the checkout in the 'Gift card or discount code' field. By pressing the button 'apply' the code will be processed.
Can I use multiple discount codes?
You can use multiple Gift Cards and discount codes per order. However, only one percentage discount code can be used per order.
If you return the products with which you have used the discount code, the discount will expire. You cannot exchange coupon codes for cash.
Something goes wrong during my order with my Gift Card/Discount Code, what should I do?
It is always annoying when something goes wrong during the payment process. You can contact our customer service at customerservice@marie-stella-maris.com. They will do everything they can to get back to you as soon as possible and solve the problem.
Our products
Are your products 100% natural?
No, you almost always use natural and synthetic ingredients to create perfume. First, natural ingredients often carry allergens that can negatively affect the skin, and we believe it is essential to offer gentle products on the skin. Second, you often need much less of a synthetic ingredient than a the natural alternative for the same effect, and that makes using synthetic more sustainable than natural. And finally, scent perception is super important to us, and the interplay of natural and synthetic almost always gives the best results for the user.
Why is the wax of the scented candles white instead of black?
We did this intentionally because adding animal or synthetic black dye does not suit us as a brand. First, the dye is not necessary; in addition, with black animal dye, it would mean that the candles are no longer vegan. Synthetic black dye means that the candles are less natural. Because of this, all new scented candles have a natural, neutral colour. Better for the environment, better for yourself.
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?
Yes, all our products are vegan, except the scented candles in the candle we use a small percentage of beeswax which provides a smooth surface and an even burn.
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?
In-store, we offer refill solutions for all products in our current range except for the scented candles, lip balm and hand cream.
For refilling at home, we offer refill pouches for the hand & body wash; of course, we are working hard to make more refill options available.
How long do the products have a shelf life?
The products have a shelf life of 3 years after production. After opening 9 to 12 months.
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?
The sticks fill up in the first 24 hours with beautiful perfume, which is why it may seem like it empties quickly in the first week. However, the fragrance will release itself more slowly after the sticks are saturated. In addition, pay attention to the placement of the product: avoid direct sunlight, warm places, and locations with a lot of airflows. Heat and wind can cause the product to release much faster. Sunlight can also cause discoloration
Should the fragrance sticks be turned over?
The fragrance sticks are made of a special fiber; a blend of cotton and terylene. This fiber ensures maximum fragrance diffusion and therefore does not need to be flipped. You can always choose to turn the sticks around should you need a fragrance boost.
What are the scented candles made of?
The scented candles contain 100% natural wax made from rapeseed - and coconut oil and 100% vegan. The blend ensures even burning and prevents tunneling.
My product has changed color, how is this possible? Is this bad?
This may. Some of our products are in clear glass and are therefore exposed to elements such as sunlight. This has an effect on the product. Color change does not change anything about how the product works; it is purely the natural ingredients that react to sunlight.
Water
Where does your natural mineral water come from?
We bottle our natural mineral water from local sources; as close to our customers as possible. This way we minimize transport distances and limit our impact on the environment.
For the Benelux, we bottle Marie-Stella-Maris natural mineral water from: - Werretaler in Löhne (PET) - St. Nikolaus Quelle in Malborn (glass)
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?
Marie-Stella-Maris has prepared an LCA (Life Cycle Analysis) to calculate its environmental impact. The LCA helps us understand how improvements in packaging and transportation reduce environmental impact. As a result, we made our PET bottles as light as possible without losing the convenience or safety of packaging.
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?
Marie-Stella-Maris means "Stars of the Sea" and are the baptismal names of founder Patrick Munsters.
What do you mean by "Care for Water"?
That everyone in the world has the right to have access to clean drinking water and that with you, and through our products, we contribute to making this a reality worldwide.
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?
For every Marie-Stella-Maris product, we donate a set percentage of our sales.
How do you ensure that the contribution from my purchase benefits the clean drinking water projects?
Each month we calculate the total contribution from all our products sold and transfer this amount to the Marie-Stella-Maris Foundation. The Foundation selects and funds clean drinking water projects. Read more about the Foundation here.
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.
