FREQUENTLY ASKED QUESTIONS
We are committed to providing excellent customer service, and have created this page to answer any queries you may have. Can't find the answer to your question below? Our customer service team are more than happy to help, simply email or call us for help with your query.
Do I have to have an account to order?
You can shop at Marc Darcy without creating an account. However, if you choose to create an account you'll be able to enjoy the following benefits
- Review your past orders
- View your saved items on your personal wish list
- Safely save your address and card details so you can order quicker next time
- Subscribe to our newsletter, where you'll receive regular updates and exclusive discounts and offers
If I place an order on a Bank holiday when will it be processed?
Our offices are shut during the National Bank Holiday dates. Your order will be dispatched on the next available working day, with the courier service of your choice.
What payment methods do you accept and is it safe to shop online?
You can be assured that its safe to shop online with Marc Darcy. We accept Visa, MasterCard and Maestro cards. You can also choose to pay with PayPal. All payments are processed through a secure checkout system provided by Sage Pay Ltd.
If you would prefer to place an order by telephone, you can call Customer Service team on 0161 792 9011
How do I know that I’ve received my order?
Once you have placed your order, an order confirmation email will be sent to the registered email address on your account. Once your order has been processed you will receive a 2nd email where you will find your tracking number, along with confirmation of the chosen courier who will be delivering your parcel.
Why am I not receiving my email confirmation?
The first point of call is to double check you’ve entered your email address correctly. If you’ve checked out as a guest and think you may have entered it incorrectly, you can ring our customer service team on 0161 792 9011 who will be able to check your email address, and re-send your order confirmation email. If you signed into your account and then proceeded to checkout, your email address will be correct. In this instance we advise you check your spam folder for your email confirmation. Some email providers, such as Yahoo, Hotmail and Gmail, block emails from unknown senders. You may also need to add us to your address book to ensure our emails land safely in your inbox.
Can I make changes to my order?
We are able to make changes to your order up to an hour after the order being placed. After this time, the order will have already been logged for delivery and we are unable to make any changes. If you need to make any changes to your order, please call our Customer service team on 0161 792 9011.
Can I cancel my order?
To ensure you receive your order as soon as possible your order is processed immediately by our warehouse team. Unfortunately, we are unable to cancel any orders.
What should I do if I receive an incorrect or faulty item?
We’re sorry to hear you’ve received an incorrect or faulty item. On the rare occasions this happens, we request you contact the customer service team with your name, order number and the name/product SKU of the item you were supposed to receive and/or details of the fault. Our customer service team will then advise how you return the item to us and how long a replacement will take (depending on your country of origin)
Can I request a different trouser size with my chosen suit?
We want our customers to be as happy as possible with their Marc Darcy suit, this is why we have included the option to change the trouser size automatically given with your chosen suit size. All of our suits are standardly paired with trousers measuring 6” less than the suit/waistcoat size. For instance, if you normally wear a suit size 46R the trousers that will come with this size are 40”. You have 2 options to change the trouser size when purchasing a suit, you can either select a different size in the drop down list (Fig1) or you can enter your request in the “Special Instructions” box (Fig 2) Please note all requests are subject to stock availability and are not guaranteed.
Do you sell Gift Cards?
Unfortunately, at present we don’t sell gift cards, but this is something we are looking to introduce this year.
Do you offer wedding discounts?
We are happy to be one of the leading suppliers of suits for fabulous weddings all over the world, this is why we have a continuous wedding discount offer. If you are getting married and would like to know more about our wedding day discounts you can visit our dedicated wedding page here. If you would like more advice on wedding day discounts you can call our customer service team on 0161 792 9011.
When will I receive my order?
We offer 2 methods of shipping for UK* customers a Standard service and a Next Day service. You can find out delivery estimates and costs by viewing our delivery table here. For our European & International customers we offer 1 method of shipping. We aim to dispatch all orders the same day before 3pm, excluding weekends and Bank Holidays.
What countries do you deliver to?
Marc Darcy are proud to have the facility to deliver all over the world. We strive to provide the quickest, most affordable delivery solutions to all our customers. We have recently updated our delivery page with more detailed information on the costs and delivery times for each destination. You can view more information on our delivery times & costs here
Can I track my delivery?
You can check the status of your order in your account. Simply log into your account, click “My Orders” and you can track your order from there. You will also have tracking information for your order sent directly to the email address you used to checkout/order.
Please note there can be a delay in our couriers tracking system, so if you’ve received your tracking information but its showing no information on our courier’s website, don’t panic just give it 12-24 hours and try again.
I have not received my order, what do I do?
If after the expected delivery time of your order has passed and you have not received your parcel, please ring our customer service team on 0161 792 9011, with your order number and name ready, and they will be able to assist you further.
Do you deliver to the USA?
We offer a standard delivery option for our US customers. Delivery can take upto 4 working days. Prices vary depending on the items you order and overall weight, please see our shipping calculator at the checkout for a personalised quote on your delivery. Please note on rare occasions, customs can withhold deliveries resulting in your order being delayed.
How long do I have to return/exchange an item?
You can return or exchange your item within 14 days, providing the item is in its original packaging, with all original tags & labels still in tact. If you have purchased a suit, please ensure you return the suit in the suit bag it was originally sent in.
How do I return my item?
We ask that you return the item(s) via a tracked and signed for delivery service, as we cannot accept responsibility for any lost items. Please return your items to the address below
Marc Darcy Suits
271-291 Bury New Rd
Please include the returns form from your original order, and detail whether you require a return or exchange.
How long does a return take?
As soon as we have received your return back, it takes 48 hours for our returns department to process your return. Depending on your bank, you can expect to see your refund in your account within 3-5 workings days.
Can I send my item back for an exchange?
Yes, you can return your order back for an exchange within 14 days provided the product is in its original, unused condition. Please complete the return form so that we have all the information we require to process the exchange as soon as possible.
If I need to send part of my suit back for an exchange, do I need to send just the trousers/waistcoat/blazer or the whole suit?
To ensure your individual garments all colour match perfectly, we advise that you send back the whole suit so we can re-send your item from the same batch. With tweed suits in particular, different delivered batches can have a slight variation in colour.
How long does it take to process an exchange?
Once we have received your item, your exchange is processed the same day, and re-sent that day on a next day delivery service (for UK Mainland customers only) All exchanges received Mon-Thurs will be received by the customer the next working day. Any exchanges received on a Friday will be received by the customer on Monday the following week. For customers living outside mainland UK, please allow the equivalent delivery time you experienced for your original order for your exchange order.
I’ve lost my returns form; can I still send my item back?
If you do not have a returns form, you can include a note with your return. This ensure you include your Full name, address, email address, order number and reason for return.
Why do I pay more for original postage, compared to exchange postage?
If you require an exchange, we ask that you include a fee to cover the cost to post the item back out to you. We endeavor to make the exchange process as easy and fair as possible for our customers, for this reason we pay 50% of the exchange return postage fee to make it more flexible for customers to exchange their items.
Please see our table below for fees for your return postage. There are several ways you can make payment for your exchange. You can include the fee in an envelope with your return, pay directly into our paypal account or call our customer service team who can take payment over the phone.
For those wishing to pay directly into our Paypal account, please send payment to firstname.lastname@example.org, ensuring you reference the trasnaction with your order number, name and quote "EXCHANGE"
What is the fit of your suits?
All of our suits are a tailored fit, we describe our tailored fit as between a comfort and a slim fit.
Why does the colour of my item look different to the picture shown?
All product images are colour matched to resemble each items true colour, however, colours and tones may vary on different computer screens, depending on the resolution, brightness and colour settings of the individual screen/device. This means there may be a slight variation of colour when viewing each product on different computer screens/devices, in comparison to the product in real life.
What are your garments made of and can they be machine washed?
Our materials are located in "Wash and Care" section of the product page. All Marc Darcy garments are dry clean only.
I'm getting married in a year, can you offer advice and help wedding suits?
We're always happy to hear a love story and are even happier to help make your special day go by without a hitch. Our friendly staff are on hand to give you advice on fits and sizes and anything else you may need assitance with.