Yes – an account is not required with us; you can always order as a guest.

If you create a customer account, you can view your order history, save addresses, and shop faster. Registration is completely password-free – you simply receive a login code via email.

No, there is no minimum order value. We also cover shipping costs for you on purchases over CHF 69.–.

You can check the status of your order at any time – a login is not strictly necessary for this.

In your order confirmation email, you will find a link "View Order". This will take you directly to the status page where you can see the current status of your order. As soon as your package is on its way, you will also receive a separate shipping notification with tracking information.

If you have a customer account with us, you can find all your orders at any time in your customer area.

As long as your order has not yet been processed and shipped, we can accommodate changes or cancellations in most cases.

Please contact us as soon as possible at info@marein.ch, stating your order number and your requested change.

If your package has already been shipped, a change is unfortunately no longer possible. In this case, you can return the item upon receipt in accordance with our return policy.

If you have not received a confirmation email after placing your order, please check your spam or junk folder first – the emails sometimes end up there by mistake.

If the email is not there either, please contact us at info@marein.ch and provide us with the email address you used to place your order. We will check if your order has been successfully received and resend the confirmation to you if necessary.

We accept the following payment methods:

• Credit and debit cards (Visa, Mastercard, American Express)
• Twint – easy mobile payment with your smartphone
• Invoice (PowerPay) – conveniently pay after receiving the goods
• Apple Pay and Google Pay for particularly fast checkout

When ordering on account, we process the payment through our partner PowerPay (MF Group). You will therefore receive the invoice not directly from us, but separately by email or post from PowerPay – usually within a few business days after your order has been shipped.

If you have not received an invoice after 7 business days:

• Check your spam/junk folder
• Contact PowerPay customer service directly at powerpay.ch

No additional fee is charged for payment on account via PowerPay, as long as you settle the invoice within the payment period of 30 days.

In case of late payment, PowerPay may charge dunning fees. If you opt for the optional installment payment model (paying in installments), interest will be charged – you can find the exact conditions on your invoice or at powerpay.ch.

Refunds are automatically issued to the original payment method:

• Twint → Credit to your Twint account
• Credit Card → Credit to your card
• Invoice (PowerPay) → Reduction of the invoice amount. If you have already paid the invoice, PowerPay will refund the amount to your bank account.

More information on the duration of refunds can be found in our FAQ under "Returns & Complaints".

You can redeem discount and voucher codes at checkout. Enter the code in the "Discount Code" field and click "Apply" – the discount will be automatically deducted from your order total.

Please note:

• Only one code can be redeemed per order
• Codes are generally not combinable with other promotions and already reduced items (SALE items)
• Every code has an expiration date and potentially a minimum order value
• Codes cannot be applied retroactively – only before completing the order

If your discount code is not accepted, please check the following points:

1. Spelling: Pay attention to upper/lower case and spaces – the safest way is to copy and paste the code
2. Validity period: Has the code possibly expired?
3. Minimum order value: Some codes require a certain purchase value
4. Product categories: Some codes only apply to certain products or exclude sale items
5. Already redeemed: Single-use codes cannot be used multiple times

If it still doesn't work, please contact us at info@marein.ch.

At checkout, select Invoice (PowerPay) as your payment method. After you complete your order, PowerPay will send the invoice separately by email or post – usually within a few business days of your order being shipped.

The payment deadline is 30 days from the invoice date. You then transfer the amount directly to PowerPay (not to us) – the bank details are on the invoice.

At checkout, you will find an input field in the "Gift Card or Discount Code" section. Enter your gift card code there and click "Apply" – the amount will be immediately deducted from your order total.

Good to know:

• If your gift card balance exceeds the order value, the remaining balance will be saved for your next purchase.
• If your order is higher than your balance, simply pay the difference with another payment method.
• You can purchase an Esmée Gift Card at any time in our online shop.

We only ship within Switzerland. Shipping costs depend on your order value:
Up to CHF 69.–      CHF 5.95
From CHF 69.–      free

Orders are usually dispatched by us within one business day. DPD then delivers within 1–2 working days.

No shipping takes place on weekends and public holidays.

All orders are shipped with DPD Switzerland. After shipment, you will receive an email from us with your tracking number and a link to track your shipment.

Yes, as soon as your order is dispatched, you will receive a shipping notification with your personal tracking number. You can track the current location of your parcel at any time using the link provided.

Yes, you can specify a different delivery address at checkout. Simply enter an address different from your billing address in the "Shipping" step.

Currently, we only ship within Switzerland – international shipping is unfortunately not possible.

If your order has not arrived within the specified delivery time, please first check the following points:

1. Tracking status: Take a look at the current status in the tracking (link from the shipping notification). Sometimes there are short-term delays with the shipping service provider.
2. Delivery locations: Was the package possibly left with neighbors, in the mailbox, or at an agreed drop-off location?
3. DPD Pickup Station: If you were not home, DPD may have left packages at a nearby Pickup Station – look for a corresponding notification in your mailbox or via SMS.

If your package is still not found after these steps, please contact us at info@marein.ch with your order number. We will clarify the whereabouts with DPD immediately.

No, unfortunately, delivery to PO boxes is not possible. DPD only delivers parcels to physical addresses where the parcel can be received in person.

Yes, you have the right to return your order within 14 days of receipt. Please note the following:

• Products must be unopened and in their original packaging
• Items from the sale category are excluded from exchange and return
• The return shipping costs are borne by the customer – a return label will not be provided

To initiate your return, please fill out our return form. Then send the package back to the following address:

Marein AG
Bahnhofstrasse 134
8957 Spreitenbach

Once your return has arrived and we have checked the goods, we will initiate the refund immediately. You will receive a confirmation email as soon as the refund has been processed.

How quickly the money reaches you depends on your payment method. You can generally expect the following timeframes:

• Twint: 1–3 business days
• Credit card: 3–7 business days
• Invoice (PowerPay): 5–10 business days
  
  If you have not received your refund after 10 business days, please contact us at info@marein.ch – we will investigate the case for you.

For a voluntary return, the original shipping costs will not be refunded. Only the value of the returned items will be refunded.

An exception applies if you have received a wrong or damaged item: In this case, we will, of course, also cover the original shipping costs. Please use our complaint form for this.

We currently do not offer direct exchanges. However, you can return the item within 14 days using our returns form and then reorder the desired product.

Please note: Items from the Sale category are excluded from exchange and return.

We are very sorry! If you have received a wrong or damaged item, please contact us promptly via our complaint form.

In the form, you can immediately upload photos of the item and let us know your preferred solution (refund or replacement item). We will review the case and get back to you within 2 working days.

If items are missing from your order, please first check whether smaller products may have been overlooked within the packaging – sometimes they are hidden among the packing material.

If an item is indeed missing, please contact us using our complaint form. Please provide your order number and which item is missing – we will take care of it immediately.

With the switch to our new website, the following has changed for you:

Login: Our new login system works completely without a password. Simply click on the person icon at the top right, enter your email address, and you will receive a 6-digit login code via email. This works with any email address – even the one you used on the old website.

Order History: Unfortunately, orders from the old system are not visible in your new account. If you need information about a previous order (e.g., a receipt or a copy of an invoice), please contact us at info@marein.ch and tell us the approximate order time – we will be happy to look it up for you.

Our login process is completely password-free. Here's how it works:

1. Click the person icon in the top right corner
2. Enter your email address and click "Send code"
3. You will receive a 6-digit verification code via email within a few seconds
4. Enter the code on the login page – done!

This way, you don't have to remember a password and still log in securely. If the email doesn't arrive, please check your spam/junk folder.

You have the right to have your customer account and personal data deleted at any time. To do so, please send us an email to info@marein.ch with the subject "Delete account". We will confirm the deletion in writing.

Important to know: Due to legal requirements of Swiss accounting obligations, we must store data related to your past orders (e.g., invoices) for 10 years. After account deletion, this data will be anonymized and will no longer be personally linked to you.

You can find more information about how we handle your data in our Privacy Policy.

All products purchased from us are subject to a statutory warranty of 24 months from the date of purchase, in accordance with the Swiss Code of Obligations.

Should you discover a material or manufacturing defect in your product within this period, please contact us promptly via our complaint form. We will examine the case and find a suitable solution – be it repair, replacement, or refund.

Damage caused by normal wear and tear or improper use is excluded from the warranty.

You can unsubscribe from our newsletter at any time. Simply click on the "Unsubscribe" link at the bottom of any newsletter email – you will automatically be removed from the mailing list; no login is required.

If you have any problems unsubscribing, please feel free to contact us at info@marein.ch and we will take care of it.

You can reach us:

• By email: info@marein.ch
• Via our contact form: Contact
• Response time: We usually respond within 1-2 business days

For inquiries regarding a specific order, please always provide your order number – this will speed up processing.

We used to have a retail store in Basel – but today you can find Esmée only online. All orders are shipped directly from our warehouse in Spreitenbach throughout Switzerland.

A selection of our range can also be found at selected Swiss retailers such as Coop City, Fizzen, Livique and others. Please note: Only a part of the range is available in the stores.

For all our textile products, you will find the specific care instructions directly on the item – on the label or an enclosed note. Please follow these instructions, as they are tailored to the respective material and product.

A few general tips that apply to our organic cotton products:

• Wash separately first time: This removes excess dye and fibers, which are typical for natural materials.
• Avoid fabric softener: Organic cotton is naturally soft. Fabric softener reduces absorbency (e.g., for towels) and can damage the fiber structure.
• Wash inside out: Protects glossy surfaces like satin and preserves colors longer.
• Gentle drying: Low temperature in the tumble dryer or air dry – this significantly extends the lifespan of your textiles.

For specific questions about caring for your product, please contact us at info@marein.ch – we are happy to help.

Yes, incl. 8.1% VAT, shown on the invoice.