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Frequently Asked Questions
Please review our “Frequently Asked Questions” about your Order as we may have already answered your question below! If you do not find the answer to your question below please feel free to contact us.
Q. Will I receive the exact items as pictured on the site?
A. In most cases "YES", however, our items are handmade & materials are subject to availability. Please read the full item description to see if your selected product has been pre-made or needs to be custom-designed at time of purchase.
> For custom orders:
You will receive something that matches the picture of your purchased item beautifully. The product sent will either be the same (or very similar). Changes may include similar ribbon, flowers, embellishments, etc. We do NOT refund after the fact if a different bow or flower was used. This is part of the custom ordering business & we do our best to provide the best product we can with the availability of our supplies.
> For RUSH items:
Please be aware that designers are working with materials available on short notice. We will do our best to make the item as pictured, but ribbons & flowers must be ordered in advance & may not always be available in time.
Q. Does Marcani Designs use quality tulle?
A. Yes, Marcani Designs ONLY uses high-quality tulle! Our tutu tulle is lead free, flame-retardant nylon apparel tulle that is compliant with the standards of flammability by the US Consumer Protection Safety Commission (not craft tulle found in craft stores) & is manufactured in the USA, which is VERY IMPORTANT! about flame retardant tulle.
Q. How do I take care of my tutu?
A. We recommend spot cleaning if something is spilled on your customized tutu. A little soap and water does the trick on a soft cloth. For wrinkles we recommend hanging your Marcani Designs Tutu in your bathroom & the steam from the shower will help get any wrinkles out. Tulle must be finger combed in order to maintain its look and fluffiness.
Q. How do I take care of my baby sandals?
A. Marcani Designs Baby Sandals are not intended for walking! Spot cleaning is recommended if something is spilled on your Marcani Designs Baby Sandals. Do not immerse your baby sandals in water!
Payments & Shipping
Q. What payment methods do you accept?
We accept Paypal secure payment transactions with purchase protection. Pay online with your PayPal balance, bank account, or credit card (Visa, MasterCard, American Express, Discover, Bank / Debit Card). All payments & payment information is collected via an SSL secure server for your added protection.
Q. When will my order be shipped?
A. Most of our items are custom made upon ordering. These items (such as tutu dresses, specialty tutus & baby sandals) have a production time of 2-3 weeks, plus shipping transit time. Please be patient & order your items well in advance of your date to avoid disappointment. Please see item description to verify if the item has been pre-made by Marcani Designs or if it needs to be custom made.
Q. Can I select RUSH shipping?
A. Yes! Please prior to ordering so that I may confirm if the specified turnaround time is available. Rushed custom made items have an additional charge (materials may be limited & may require rushed purchase on my behalf to complete the order). Rush orders fees do NOT include Express Shipping fees.
Q. How much is shipping & where do you ship?
A. US & International shipping is available! If you have any questions regarding shipping amounts or transit times, please prior to placing your order.
> Orders within the US:
Shipping rates are displayed within each item description & are also viewable in the shopping cart & throughout the checkout process.
> International Orders:
Please contact us BEFORE placing an International Order as our site is not equipped to tabulate these rates! USPS International Priority Shipping is available. The price is approx $32 (minimum rate) for a small items. However, depending on the size & weight of the order, the cost may be more. These shipping rates are calculated by USPS (not us). Please be advised that international orders may be subject to duties & taxes implemented by your country. These charges are out of our hands & may be enforced by your customs broker. Bare this in mind when ordering internationally.
Q. Is my shipping arrival date guaranteed?
A. Although we make every effort to accomodate special dates & photo shoots, please note that our delivery dates are estimated & CANNOT be guaranteed. We will NOT be held responsible if your order does not arrive by a selected date. Additionally, we are NOT responsible for any delays caused by USPS during shipping.
Q. My item was lost or stolen. Can it be replaced?
A. We do NOT take ANY responsibility for ANY order stolen or misplaced after it has arrived at your address... if the order has confirmation details, this tells us that it has been delivered. IT IS YOUR RESPONSIBILITY TO HAVE SOMEONE AVAILABLE TO RECEIVE YOUR PACKAGE. Please take any complaints up with USPS for misplaced items that have been posted as delivered.
Returns & Exchanges
Q. What is your Returns & Exchange Policy?
A. Please ask all questions in regards to sizing /colors BEFORE placing your order as our items are custom made to your specifications! You agree to the following terms upon purchase:
Returns & Refunds Policy
All of our tutus, tutu dresses, baby sandals, personalized items and hair bows are custom handcrafted as ordered. As such, we currently do NOT accept returns nor give refunds (no exceptions). Exchanges are ONLY accepted for defective items or wrong item received & shipping is NON-REFUNDABLE (please read full exchange terms below):
We strictly do NOT offer exchanges on worn custom made items or items used as photography props or one day wear for birthdays or events.
> Defective Items:
If you discover within the first 7 days that your product is defective you may return it for repair or exchange ONLY. Replacement will only be offered if your item cannot be repaired.
> Wrong Item Received:
If you receive an item that is not what you ordered please notify us within 48 hours of delivery, so we may exchange your items. Exchanges will not be granted if we are not notified within this time frame.
> Wrong Size Ordered:
We cannot be held responsible for a wrong size ordered, and will NOT be able to provide a refund. We reserve the right to send you a new size if the wrong size was mistakenly sent.
Your privacy is important to us! We will not share, distribute, rent or otherwise use or make available your information with any third party other than for the purpose of processing your order.
Q. Is there a number where I can contact Marcani Designs?
All communication with regards to your order will be conducted mostly via email. If you have a question in regards to your order, please via our web-based form or email us directly at the address specified below. We will try to respond within 24 business hours!