Maccaron Customer Service Support

Organisation : Maccaron India Private Limited
Facility Name : Customer Service Support
Head Quarters : Gurugram
Industry : Online Shopping
Service/Product : Skincare, Body care, Makeup, Hair care, Baby care, Men Care
Website : https://maccaron.in/en/page/contactus/

Maccaron Customer Service Support

Email: support[AT]maccaron.in
Headquarters Address:
Legal Name: MACCARON INDIA PRIVATE LIMITED
Address: 8TH floor, Tower C, Building No. 8, DLF Cyber City, Phase 2, Sector 24, Gurugram, Haryana 122010, India
Registration Number: 06AAGCV7930F1Z8
CIN: U74994HR2019PTC078357

Working Hours: Monday to Friday : 9:00 AM – 6:00 PM (Local Time)
Social Media: Follow us on Instagram, Threads, Facebook, YouTube and Twitter for the latest updates and promotions.

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Maccaron Shipping Policy

How does the delivery process work?
** Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.
** After they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner.
** Our delivery partners then bring the package to you at the earliest possible. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.

How are items packaged?
** We package our products in outer boxes, which are then covered in a Tamper proof plastic layer. Each individual product is packaged in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap.
** We pride ourselves on the quality of our packaging. Till date, we have received minimal complaints about damaged products due to our packaging.

What is the range of locations to which Maccaron ships their products?
Maccaron ships throughout India!

My order has been shipped. Now how can I track it?
** Once your order has been dispatched, you will receive an email with the details of the tracking number and the courier company that is processing your order.
** You can track the status of your package 24 hours after your order is dispatched from our warehouse or Seller’s warehouse.

What is the estimated delivery time?
** We dispatch most orders within 3-7 business days (excluding Sundays and public holidays)
** All products will be shipped directly from the brand itself so that we can live up to our promise of providing fresh, non-expired products.
** While we are trying our best to avoid this situation, this might delay your order.
** If you are ordering our products from a Mega Sale event, dispatches may be a bit delayed due to increased volumes. We will target to dispatch all orders within 5 days of the order date.
** After 3 unsuccessful delivery attempts, the order shipment are initiated for RTO(return to origin) back to us, for further information regarding refund/reshipping kindly contact us via email on support[AT]maccaron.in

** When the order is delivered the delivery partner along with us send the notification for the same via SMS or mail. If the shipment is not received and marked delivered, please check with neighbour’s, security or any other family member if anyone accepted the delivery on your behalf, if not, kindly contact us immediately on support[AT]maccaron.in within 24-36 business hours for the concern.

Are there any shipping charges applicable on my order?
** We have standard shipping charges for most addresses.
** A flat Rs.70 charge is applied to all orders below Rs.700, while there is free shipping for all orders above Rs.700.

Maccaron Cancellation Policy

Cancellation before shipment:
** If the Maccaron order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on support[AT]maccaron.in
** In such cases, the Maccaron Order will be cancelled and the refund will be initiated within 24-48 business hours after the cancellation request.
** The MGS orders, Maccaron immediately places an order with an overseas brand, and the product immediately starts the international shipping process. Therefore, once the KYC Documents have been submitted and confirmed, the MGS order cannot be cancelled or refunded.
** After 3 unsuccessful delivery attempts, the order shipment are initiated for RTO(return to origin) back to us, for further information regarding reshipping kindly contact us via email on support[AT]maccaron.in

Cancellation post shipment:
** If you wish to cancel Maccaron Order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team on support[AT]maccaron.in.
** In case you have canceled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.

Option 1: Customer refused to accept the Maccaron Order; refund will be initiated after RTO is Marked. * RTO is Return to origin

** For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5-7 additional business days for the amount to reflect in your account.

Maccaron Returns, Replacements and Refunds

How do I return an item purchased on Maccaron?
Maccaron offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order. Disclaimer – Returns are acceptable only if the product is wrong/damaged or expired in transit.

Step 1: Contact our Customer Support team via email (support[AT]maccaron.in) within 5 business days of receiving the order.
Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image/video of the product and the invoice for our reference.
Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Which are the items that cannot be returned/exchanged?
1. Returns will not be accepted under the following conditions
2. Product is damaged due to misuse/overuse
3. Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
4. Serial Number has tampered
5. Defective products that are covered under Seller/Manufacturer’s warranty
6. Product is used or altered
7. If request is initiated after 5 business days of order delivery
8. Free product provided by brand

Categories not eligible for Return:
Personal care appliances and beauty tools cannot be returned due to hygiene issues
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item/wrong product in my order, how should I proceed?
Our shipments go through rigorous quality check processes before they leave our warehouse or Seller’s warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order
Step 1: Contact our Customer Support team via email (support[AT]maccaron.in) within 5 business days of receiving the order.
Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image/video of the product and the invoice for our reference.
Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Do I have to return the free gift when I return a product?
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?
Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.

How will I get refunded for the returned orders and how long will this process take?
** In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

** For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 5-7 additional business days for the amount to reflect in your account.

** For cash on delivery transactions, we will initiate the refund in Maccaron Points, which can be used during future purchases and holds validity of the entire 1 year. This process will be completed within 24-48 business hours on receiving the products back in our warehouse.