Questions? Contact us at support@lemarca.com

 

1. About LeMarca

What kind of store is LeMarca?

LeMarca is a curated online boutique specialising in new designer and luxury fashion. We are part of Norra Licensing AB, a brand licensing company working with some of the world’s most prestigious fashion and lifestyle brands, with licensee retail revenues exceeding $250 million USD. Some of Norra’s licensee partnerships span over 30 years.

Because of these long-standing relationships with brands and their licensees, LeMarca is able to source off-price products, offering at prices that are difficult to find elsewhere. We supply wholesale to outlets and retailers, and we work with corporate executives, banking professionals, and business leaders who need to dress for high-stakes meetings, client events, and presentations.

 

Is LeMarca a legitimate business?

Yes, absolutely. LeMarca is owned and operated by Norra Licensing AB, a company based in Sweden. We are a fully registered legal entity. Customers can shop with confidence knowing they are ordering from an established, legitimate business. All orders are processed without delay, regardless of where you are located.

 

Why are your prices so low compared to retail stores?

We operate exclusively online with no physical retail spaces, and we source directly through our network of brand and licensee relationships. This allows us to pass genuine savings to our customers. Our collection features current season, past season, and overstocked products from the world’s most recognized designer houses. Compare our sale prices with anyone else in the market, we are confident we are much more affordable.

 

Why do you offer limited quantities on some items?

Limited quantity items include past-season collections and overstock items sourced directly from brands and their licensees. This is why we can offer such significant discounts. We recommend finalizing your purchase as soon as possible for limited quantity items, as we rarely restock the same item once it sells out.

 

2. Products & Authenticity

Are all your products authentic?

Yes. All products at LeMarca are guaranteed 100% authentic and new. Every piece is sourced directly through our network. For leather goods and watches, independent third-party authentication is available at an additional cost through Entrupy, should you wish to verify your purchase independently.

 

Are all products brand new?

Yes. Every item at LeMarca is new with original labels. We do not carry pre-owned or used items.

 

How do I choose the right size?

We provide size guidance on each product page. Please note that sizing can vary between brands. Most designer brands follow Italian sizing standards, which may differ from sizing in your region. We recommend carefully reviewing the size information provided and comparing measurements to your own before purchasing. We cannot accept responsibility for items that do not fit correctly.

 

Do product photos accurately represent the item?

Product photos are provided directly by the brands and suppliers. While we strive to represent each item accurately, the actual product may vary slightly in colour and appearance due to screen settings and lighting conditions. We cannot accept responsibility for minor variations between digital images and the physical product.

 

A note on reviews

We made a deliberate decision not to display customer reviews on product pages. A Hermès bag deserves to be seen for what it is, not positioned above an anonymous review on a white background. We believe the product, the price, and the transparency of who we are speak clearly enough. You are welcome to cross-check anything we have said.

 

3. Ordering & Account

Do I need to create an account?

You are not required to create an account, however we recommend doing so for easier purchase tracking, repeat ordering, and access to our newsletter with exclusive promotions and discount codes.

 

Can businesses purchase from LeMarca?

Yes, anyone can purchase from our store, including businesses. Please note that our store is designed for individual consumers. All purchases are subject to our standard terms and conditions. If you purchase products for resale, you are solely responsible for your own business operations, customer service, and compliance with applicable laws.

 

Can I modify or cancel my order after placing it?

You can generally modify or cancel your order within 24 hours of placing it by emailing support@lemarca.com. However, if our fulfillment centre has already shipped your order, modifications or cancellations are not possible. We recommend contacting us as soon as possible if you need to make any changes.

 

Will I receive confirmation of my order?

Yes. Upon placing an order you will receive an email with your purchase details as a paid invoice. Please ensure you provide a reliable email address at checkout and check your junk or spam folder if you do not see the confirmation. If you still cannot locate your order confirmation, contact us at support@lemarca.com.

 

What happens if an item is out of stock after I order?

Our store only lists in-stock items. However, should an item become unavailable after you place your order, we will notify you immediately and process a full refund, or you may use the credit towards another product of your choice.

 

Do you offer gift wrapping or special packaging?

We do not offer gift wrapping or special packaging at this time.

 

4. Payment & Pricing

Are my payment details safe and secure?

Absolutely. We offer secure checkout through card, Apple Pay, Google Pay, PayPal and Klarna. All transactions are processed through secure, PCI-compliant payment gateways. Your payment information is never stored on our servers.

 

What payment methods do you accept?

We accept card payments, Apple Pay, Google Pay, PayPal and Klarna. COD (cash on delivery) is not supported.

 

What currency will I be charged in?

For customers in the EU and the UK, prices are displayed and charged in EUR (€).

For customers in the United States, prices are displayed and charged in USD ($).

Your bank or payment provider may apply its own exchange rate or additional fees if your card is issued in another currency.

 

How do special promotions and discount codes work?

All promotions are run at our discretion and may be modified or discontinued at any time. Discount codes are limited to one use per customer account or email address and may be deactivated at any time without prior notice. Please ensure you apply your discount code at checkout before completing your purchase, as codes cannot be applied retroactively to completed orders.

 

5. Shipping & Delivery

Where do you ship to?

We ship across the EU, UK and the US. If your country is not currently supported at checkout, please email us at support@lemarca.com and we will do our best to assist.

 

How does shipping work?

We have partnered with 19 warehouses across Europe and beyond, located in Italy, Germany, France, Spain, the United Kingdom, the Netherlands, Belgium, Poland, Sweden, Denmark, Portugal, Austria, Switzerland, Greece, Romania, the United Arab Emirates, the United States, Canada, and Australia.

If you order two items, they may ship from two different locations. If you are a newsletter subscriber, standard shipping is on us regardless, one location or two.

 

What if I order multiple products?

When you order multiple products, they may ship from different supplier locations. This means your order may arrive in multiple shipments on different days, each with its own tracking number. Delivery times may vary between shipments based on the origin location.

 

How long does shipping take?

Our fulfillment partners generally process orders within 24–48 hours of order confirmation. Indicative delivery times:

•   Orders within the EU: Express 1–3 business days, Economy 4–6 business days

•   Orders outside the EU: Express 3–6 business days, Economy 7–12 business days

These are estimates only and not guarantees. Delivery times may be affected by customs, weather, carrier backlogs, or other factors beyond our control.

 

Can I track my order?

Yes. Once your order ships, a tracking number will be issued and sent to you via email. If you have an account, you can also check your shipping status under Order History.

 

What if my order has not arrived?

If your order has not arrived within the expected timeframe, please follow these steps:

•   Check your tracking information sent via email

•   Check with your local carrier — they may have attempted delivery and left the package at a depot or with a neighbour

•   Allow for delivery delays due to customs, weather, or carrier backlogs

•   If your order has not arrived within 21 days of the dispatch date, contact us immediately at support@lemarca.com with your order number and tracking information

All orders shipped from LeMarca are fully insured and tracked through our logistics partners. In the rare event that your order is lost in transit, please contact us at support@lemarca.com as soon as possible with your order number and tracking information.

We will open an investigation with the shipping carrier on your behalf. Please note that carrier investigations typically take 7–14 business days and require cooperation from both you and the carrier.

To ensure we can file a claim with the carrier and insurer within their required timeframes, please notify us of any missing order within 14 days of the dispatch date. Notifying us promptly is essential, late notifications may fall outside the carrier's claim window, which could affect the outcome of your claim.

 

What if tracking shows delivered but I did not receive my order?

If tracking shows delivered but you have not received your order:

•   Check around your delivery location, including with neighbours or building reception

•   Verify the delivery address on your order confirmation

•   Contact the carrier directly using your tracking number and request proof of delivery

•   Contact us immediately at support@lemarca.com within 48 hours of the delivery date shown on tracking

We will work with the carrier to investigate. We cannot accept responsibility for packages that show as delivered by the carrier, but we will assist in the investigation process.

 

How do customs duties and taxes affect my purchase?

For EU customers, no customs duties apply. For orders outside the EU, customs duties and import taxes may apply depending on your country. These are the responsibility of the customer unless otherwise stated at checkout. We cannot accept responsibility for additional charges, delays, or items held by customs. 

6. Returns, Refunds & Exchanges

Do you accept returns?

Yes. We offer a 14-day return policy for all products, counting from the day your package is delivered. You must lodge a return request within 14 days of receiving your order. Please refer to our Return & Refund policy for details.

Note: Residents of the EU, US and UK have 14 days to notify us and 14 days to ship, as per statutory rights.

 

What types of returns do you accept?

Our Error (Wrong or Damaged Products)

If you receive the wrong product, a product damaged during transit, or a product with defects discovered on arrival, please contact us immediately at support@lemarca.com with your order number, photos, and a description of the issue. You must report these issues within 7 days of receiving your shipment.

What you receive: a prepaid return shipping label at no cost, and a full refund including the product cost. Or you may choose a replacement product instead.

 

Change of Mind Returns

If you are not satisfied with your product, you may return it within 14 days. Return shipping costs are the responsibility of the customer for change of mind returns.

 

All items must be returned in their original unworn, unused, unwashed, and undamaged condition, with all tags, labels, dustbags, security tags, accessories, and original packaging intact.

Items showing signs of wear, use, washing, damage, perfume, makeup marks, removed tags, missing packaging, any traces of use or altered condition may be refused or subject to a reduced refund where permitted by applicable law.

 

What are the return conditions?

All returned products must meet the following conditions:

•   Returned within the return window in the exact condition they were dispatched

•   New, unused, with all original tags attached

•   Shoes must be returned in their original boxes, unworn and undamaged

•   All accessories, jewellery, and other products must be returned as delivered

•   All products must be returned in the brand’s original packaging, sealed well and fit for shipping

•   All manufacturer documentation and inclusions must be returned in full condition

Returns that do not meet these conditions will be rejected and returned to the customer at the customer’s expense.

 

Do you offer exchanges?

We do not offer direct exchanges. If you wish to receive a different product, please return the unwanted item within our return policy window and place a new order.

 

How long does a refund take?

Generally up to 14 days, depending on your payment method. Some providers may take longer. We cannot accept responsibility for delays by payment providers.

 

7. Trust, Security & Privacy

How do you use my personal information?

We are committed to protecting your privacy. We only use your personal information to process orders, improve your shopping experience, and communicate with you about your purchases. We never sell your data to third parties. For complete details, please view our Privacy Policy on lemarca.com.

 

How do I manage my account security?

You can update your account information at any time by logging in and going to your account settings. If you suspect unauthorised access, change your password immediately and contact us at support@lemarca.com. We recommend using a strong, unique password and never sharing your login credentials.

 

8. Customer Support

How can I contact customer support?

Email us at support@lemarca.com. We aim to respond within 4–12 hours during business hours.

 

Do you have a physical showroom or store?

No. We operate exclusively as an online store and do not have a physical showroom or retail location. All products are shipped directly from the warehouses to you.

 

How do I file a complaint?

If you have a complaint, please email support@lemarca.com with your order number, a detailed description of your complaint, any supporting documentation, and your preferred resolution. We take all complaints seriously and will respond promptly.

 

Our commitment to respectful communication

LeMarca is committed to maintaining a respectful environment for all customers and team members. We have zero tolerance for abusive, discriminatory, or threatening communication of any kind. We reserve the right to refuse service to anyone who engages in such behaviour. We are dedicated to treating everyone with dignity and expect the same in return.

  

lemarca.com — support@lemarca.com