Customer service

Unfortunately, this is not yet possible, we apologize for this.

This is certainly possible. Share your order number with us by emailing to info@maromode.nlWe will then settle the gift card with your order. You will receive a confirmation by email once it has been processed.

Please note: This is unfortunately not possible with Klarna orders. It is not possible for us to adjust the Klarna invoice afterwards

All prices are shown including 21% VAT. If you live outside the EU, you can shop tax-free at Vanilia.com. However, we will refund it to you after you receive the items (and decide to keep them). If you do not return items to us, please let us know (send an email to info@maromode.nl) so that we can refund 21% VAT to you.

You can have your order delivered in the following ways:

1. To your home address, an alternative home address or the address of a company. Delivery time is 2 to 5 working days*.   

2. Click & Collect. Collect your order for free at a Vanilia boutique. You will receive an email from us when your order is ready in the boutique you have chosen. Max. 7 working days*.  

3. PostNL collection point: choose from more than 2,500 collection points. 2 to 5 working days*. Keep an eye on your PostNL Track&Trace code and whether your chosen collection point is open.   

Is the delivery time not convenient? Then choose where and when you want to receive your package. You can do this even before PostNL attempts to deliver the package for the first time. This way, you'll never miss a package. Change your delivery time here. 

In case of absence, PostNL will try to deliver the package to your neighbors, so that you can receive the package the same day. If this does not work, PostNL will leave a message and the package will be taken to a PostNL location. The package will be kept at the PostNL location for 7 days, this also applies to orders where you have chosen to collect the package at a PostNL location. If the package has not been collected within 7 days, PostNL will return the package to Maro. 


Please note: During the sale, delivery times may be longer than usual.

If your order is intended for shipping to a country outside Europe, it may be subject to taxes, customs duties and fees charged by the destination country (import fees). Any customs or import fees will be charged once the package reaches the destination country. These costs must be paid by the recipient of the package (which is probably you!). Unfortunately, we have no control over these charges and cannot tell you what the costs will be as customs policies and duties vary widely from country to country. It may be a good idea to check with your local customs office for current costs before ordering so you can avoid unexpected charges.

As of March 2016, there are no US import duties on packages from the EU with a value under $800.00. In the past this was $200.00, so this is a significant increase.

The United Kingdom (UK) left the European Union (EU) on January 31, 2020. We can still ship to the UK, but from January 2021, a customs declaration must be submitted for your shipment. This declaration will also calculate any import duties and VAT upon entry. This may incur additional costs for you. Here you can read all about it.

Then check via Track & Trace if the shipment has been delivered and where the shipment has been delivered.

When you fill in the check-out, the delivery costs for your destination will automatically become visible.

All shipped packages are shipped with DHL or PostNL. See below for the shipping costs and delivery time of your package. This is the number of working days from the moment the carrier picked up the package. Please note: this is only an indication. Is your country missing? Send an email to info@maromode.nl and we'll see what we can do for you!

Please note: During the SALE, delivery times may be longer.

• NETHERLANDS €5.95 (or Free for orders over €100) 2-5 working days
• ANDORRA €64.95 2-5 working days
• AUSTRALIA €79.95 4-7 working days
• AUSTRIA €14.95 2-5 working days
• BELGIUM €7.95 (or Free for orders over €100) 2-3 Working Days.
• BULGARIA €24.95 2-5 working days
  CANADA €69.95 4-7 working days
• CHINA €69.95 4-7 working days
• CROATIA €24.95 2-5 working days
  CYPRUS €29.95 4-6 working days
• CZECH REPUBLIC €19.95 2-5 working days
• DENMARK €14.95 2-5 working days
  ESTONIA €24.95 2-5 working days
• FINLAND €24.95 2-5 working days
• FRANCE €14.95 2-5 working days
• GERMANY €7.95 (or free for orders over €100) 2-5 working days
• GIBRALTAR €64.95 7-11 working days
• GREECE €24.95 2-5 working days
• HONG KONG €69.95 4-7 working days
  HUNGARY €19.95 2-5 working days
• INDONESIA €69.95 10-12 working days
• IRELAND €19.95 2-5 working days
• ISRAEL €69.95 2-5 working days
• ITALY €14.95 2-5 working days
• JAPAN €69.95 8 working days
• LATVIA €24.95 2-5 working days
• LITHUANIA €24.95 2-5 working days
• LUXEMBOURG €14.95 2-5 working days
• MALTA €24.95 2-5 working days
• MONACO €29.95 2-5 working days
• NEW ZEALAND €69.95 4-7 working days
• NORWAY €69.95 3-4 working days
• POLAND €19.95 3-4 working days
• PORTUGAL €19.95 3-4 working days
• QATAR €89.95 4-7 working days
• ROMANIA €24.95 3-4 working days
• SAUDI ARABIA €89.95 4-7 working days
• SERBIA €64.95 4-7 working days
• SINGAPORE €69.95 4-7 working days
• SLOVAKIA €19.95 2-5 working days
• SLOVENIA €19.95 4-7 working days
• SOUTH AFRICA €89.95 4-7 working days
• SPAIN €19.95 2-3 working days
• SWEDEN € 19.95 2-5 working days
• SWITZERLAND €69.95 3-4 working days
• TANZANIA €99.95 5-12 working days
• THAILAND €69.95 8-10 working days
• TURKEY €64.95 5-11 working days
• UKRAINE €99.95 5-9 working days
• UNITED ARAB EMIRATES €89.95 8-10 working days
• UNITED KINGDOM €39.95 2-4 working days
• UNITED STATES €69.95 4-7 working days

Directly after placing your order, one of us will send you an order confirmation. When the package has been picked up by PostNL, you will receive an email containing a Track & Trace number. Follow here to check the status of your package and enter your barcode.

Unfortunately, this is not yet possible, we apologize for this.

As soon as you have received the order confirmation, we will immediately get to work preparing your package as soon as possible. When your order is ready for shipment, you will receive a Track & Trace code by email. The package is expected to be delivered within a few days.

Please note: during the SALE, delivery times may be longer

This is possible. Please contact us by phone to change your details. If you have already received a Track & Trace code, the detailscannot be changed anymore.

It may happen that your order is delivered in parts. We obviously try to prevent this as much as possible. Because we also send online orders from boutiques, your entire order may have to come from different boutiques. As soon as the second part of your order is on its way, you will receive a message with a Track & Trace link. In addition, you can sometimes pre-order products that are not yet in stock. These products have a longer delivery time, which is stated on the product page. In that case, we will not wait to deliver your order until it is complete.

Most likely, the item in question is not in stock in your chosen boutique. It will first be sent from another boutique. We will contact you as soon as the boutique you have chosen has received the items.

There are three options for returns: 
  

1. Free in one of our Maro Mode (Bijenkorf stores are excluded).  
- Items can be returned within 14 days* to one of our boutiques. The items must be in their original condition
and contain all labels and price tags.
- We will refund the purchase amount to your IBAN account number via the bank. It is not possible to refund the purchase price in cash in the boutique.
- If you do not have a valid IBAN number, we will pay the purchase amount as shopping credit to your member account. 

2. Return via a PostNL Parcel Point: 
- Items can be returned within 14* days with PostNL. Items must be in their original condition with all labels and price tags intact.

- Add the completed return form to the package. 

- Stick the supplied PostNL return sticker over your own address details. 

- Drop off the package at a PostNL location. Click here for the nearest PostNL location. Note: check if your PostNL location is open. 

- You will immediately receive a shipping receipt with Track & Trace code. 

- The return costs of €5.95 will be deducted afterwards from the amount to be refunded. 

3. Give to your PostNL parcel deliverer: 

- Items can be returned within 14* days with PostNL. Items must be in their original condition with all labels and price tags intact.

- Add the completed return form to the package. 

- Stick the supplied PostNL return sticker over your own address details. 

- Give your package to the PostNL delivery person who will deliver a package to you. 

- You will immediately receive a shipping receipt with Track & Trace code. Please note: you can provide a maximum of 5 packages at a time. 

- The return costs of €5.95 will be deducted afterwards from the amount to be refunded. 

Discounted items may also be returned. Items must be in original condition with labels and price tag attached.  

Vanilia reserves the right to refuse returns that have been sent outside the stated period, or garments that are not in the same condition as they were sent. Items must be in their original condition with all labels and price tags intact. If you want to return multiple items (possibly from different orders), you can do this in one box. Important: all return forms must be included. Without these forms, returns cannot be processed correctly. 

As soon as we have received your return in good order, you will receive a confirmation from us by email. You will receive the purchase amount back within 10 working days in the same way you paid for the order. Any Member vouchers and credits will be reactivated and linked to the email address used. Please note that refunding to a credit card always depends on the credit card company. Processing a return and refunding your purchase price may also take a little longer than you are used to from us. 

Goods from one order may be delivered separately if an item needs to be shipped from a different location. These items can be returned together in one package.

*Due to the holidays, we have temporarily extended our return period to 30 days, valid for purchases from December 5

Note: if you have selected Klarna as your payment method, all refunds will be processed by Klarna. You will typically receive the refund within 2-5 business days once your return has been processed by us. Since we charge €5.95 for return shipping, you will receive an invoice for this via Klarna after returning your item. If you still have questions, we recommend contacting Klarna's customer service.

Items purchased in a Maro Mode can be exchanged or returned within 14 days* at any boutique (except Vanilia Bijenkorf shops). Items must be in their original condition with all labels and price tags intact. In the event of a return, you will receive the purchase amount in your account (with the exception of credit card) or on your Membercard within 10 working days.

*Due to the holidays, we have temporarily extended our return period to 30 days, valid for purchases from December 5

As soon as we have received your package back at our distribution center, we will contact you by telephone. We check the address and the package will be resent immediately.

We ask you to contact us by email or phone contact us. We can then provide you with a new PostNL label.

Gladly even! Just make sure you include the return forms for all returned items in the package.

Are you sending your package from the Netherlands? The shipping costs are then €5.95. Use the enclosed return label and drop off your package at a PostNL point. We will deduct the shipping costs from the amount we refund to your account. You can also visit our boutiques; returns are then free.

As soon as we have processed your return, you will receive a confirmation from us by email. You will receive the purchase amount in your account within 5 to 7 working days. Any member vouchers and credits will be reactivated and linked to the email address used.

Note: If the order has been paid with Paypal, you will receive the purchase amount in your account after approximately 14 days.

Your order can be canceled up to 14 days after receipt without giving any reason. Please contact our customer service by telephone as soon as possible to cancel your order. If a package has not yet left our warehouse, we will immediately arrange the cancellation for you. If the order has already left our warehouse, you can return the order to us within 14 days without giving reasons using the enclosed return form. You will then be credited with the full order amount including shipping costs. Only the costs for returning from your home to our warehouse are at your own expense. These costs amount to €5.95 per package, you can use the supplied address label for this.  The costs will be charged afterwards by deducting the credit amount to be repaid. The order can also be returned free of charge in one of our boutiques within 30 days of receipt.

If you wish to exercise your right of withdrawal, the product must be returned with all accessories supplied and - if reasonably possible - in its original condition and packaging.

To call 

Call +31(0)636556537 from Monday to Friday 9:00 AM - 5:00 PM.

Mail 

Email us at info@maromode.nl

Maro Mode visiting address

Bredewater 262715 CA Zoetermeer
The Netherlands

kvk 78148375
VAT number NL003291503B55
IBAN NL06INGB0109897420

Exception: You have the right to wear underwear and
pantyhose can be canceled up to 14 days after receipt without giving any reason, provided the seal has not been broken. If the seal is broken, your order is final and cannot be returned. The right of withdrawal therefore does not apply. The sale is final after successful payment.

You cannot currently change this data yourself. Please let us know about the changes via info@maromode.nl. As soon as we have adjusted your details, you will receive a confirmation by email. You can of course choose a different delivery address when placing an order.

You can request a new password via this link. Enter your email address and click on 'forgot your password?' You will receive instructions by email on how to reset your password. Didn't you receive an email? You can then reactivate your account via the same page.

You can log in via mobile and desktop by first clicking on the menu (the two lines at the top left of the screen) and then going to "My member account". Via the desktop you can also click on the icon at the top right of the screen. the figure, which redirects you to the login screen. Once you arrive at the login screen, you can log in to your personal member account.