You have 365 days to return items!
Is the furniture you purchased not quite right? No problem! This page provides all the information you need to make a return at Marcel Olsen.
Returning items is easy—whether they are opened, unopened, or assembled, you have 365 days to exchange or return your purchases.
Please watch the video to learn more.
Frequently Asked Questions
How Can I Return Unopened Marcel Olsen Furniture?
You can return any unopened Marcel Olsen product within 365 days.
There is no rush and no complicated conditions.
Simply contact us to initiate the return, then send the product back in its original condition: unopened, unused, with tags and in its original packaging.
A refund will be issued to the payment method used for the purchase.
Can I Return Opened or Assembled Marcel Olsen Furniture?
At Marcel Olsen, you have 365 days to return opened, even assembled products.
Contact us first to enable the return process to begin, then return the product in its original packaging and box, and the refund (less a restocking fee) will be issued as a store credit.
Store credit allows the customer to use the value of the returned products towards future purchases.
Please note that a restocking fee will be applied to all returned products that are opened or assembled.
This fee helps cover the costs associated with inspecting, repackaging, and restocking the product.
What Items Are Non-Returnable?
Please note that the following items are not eligible for return:
- Dirty, marked, damaged, incomplete, or altered products
- Used products
- Personalised / custom / one-off products
- Outlet or discontinued products
Furniture for Businesses: Please note that our 365-day return policy does not apply to business-to-business (B2B) transactions. For B2B purchases, returns and cancellations are not permitted, and all sales are considered final. Exceptions may be made only if agreed upon prior to purchase, such as when ordering sample products before placing large orders.
If you have any questions or need assistance with your return, feel free to reach out to our customer service team!
How do I Start a Return?
Contact us at admin@marcelolsen.com.
We’ll send you a return merchandise authorization (RMA) number along with instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
Who Covers the Return Shipping Costs?
If you wish to return a product, you are responsible for the return shipping costs.
All items must be returned to Marcel Olsen's facility in Alicante, Spain.
Please ensure returns are sent using a trackable and insured method to prevent issues with lost or damaged items.
If an item arrives at our facility with transit damage, it will be held for 30 days before disposal.
What Should I Do If My Item Is Damaged or Defective?
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to evaluate the issue and make it right.
Is There an Independent Dispute Resolution?
If you wish to file a complaint regarding your purchase from Marcel Olsen’s webshop, complaints should be filed through the relevant channels. For private consumers residing in a EU country, the European Commission’s Online Dispute Resolution website is applicable. File your complaint at http://ec.europa.eu/odr. When submitting a complaint, please provide the following email address: admin@marcelolsen.com. Any disputes arising between a customer and Marcel Olsen will be resolved in accordance with the laws of Spain.
Making a Return with the Post Office
We do not recommend using the Post Office for returns.
In our experience, we’ve encountered slower processing times and a higher incidence of transit damage with returns sent through the Post Office.
For a smoother and more reliable return experience, we suggest exploring alternative shipping companies.
