FAQ

Do you have quantity restrictions on items?

There may be restrictions on the amount of a single SKU you are able to order.

My payment declined but I still see a charge. What should I do?

If your payment declined, please ensure that all the information including billing and shipping address are correct. If all the information is correct, we recommend reaching out to your financial institution for further assistance.

Depending on your financial institution, you may see an authorization hold that will be released.

We advise that you:
• Check that the payment method is active and not expired.
• Ensure your security number is correct.
• Ensure that your billing address matches that of your payment information.
• Reach out to your bank after two declines for assistance, continuing to try may result in further declines and authorization holds.

How can I contact a Marc Jacobs representative?

Our customer service representatives are available to answer your questions on domestic orders via chat, by email at customerservice@marcjacobs.com or at 877-707-6272 (English only).

Chat and phone hours of operation:
Monday – Friday between 8am – 9pm EST
Saturday & Sunday between 10am – 6:30pm EST

If you have questions about an international order, please use our Help Center to contact a customer service representative.

Will my item come with a dustbag?

Each product page will state if a dustbag is included, not all products come with a dustbag.

If your item states a dustbag will be provided and you don't receive one, please reach out to our customer service team via email at customerservice@marcjacobs.com with your order number for assistance.

How do I check the status of my order?

You can check your order status at any time by clicking on the “Login” link at the top of every page and logging into your account.
You may also use our order status page and look up your order using your order number and zip code if you don't have an account with us.