Frequently Asked Questions

Edit your newsletter settings at any time by clicking on the "Newsletter" button on your Account page at the top right of the homepage and selecting from the available options. You can also make changes by clicking on the "Unsubscribe" button at the bottom of each newsletter.
After unsubscribing, you will not receive any further updates on our exclusive promotions. Please note that if you choose to disable the newsletter, you will not be able to use the same email to subscribe to our newsletter service in the future. For any questions and assistance, email us at info@marcoroccodesign.com.

No problem: choose the "Forgot your password?" option from the Sign In window. You will receive an email link to safely set up your new account password (if you do not receive our email immediately, check the Promotions tab of your inbox). For any questions or assistance, email us at customercare@marcoroccodesign.com.

To change the email address associated with your profile on MARCOROCCO, enter your Account page through the icon at the top right of the homepage and click on "My info". After entering the new email address, confirm your choice by clicking on the "Save" button.

MARCOROCCO attaches great importance to the security of your personal data and the need to process it according to the most stringent Italian legislative requirements (Legislative Decree 196/03).
You can find more detailed information about this in the Privacy and Cookies Policy area. The Privacy matters address (Article 7 of the Privacy Code) is Lovethesign S.p.a. Via Chiossetto 7, 20122 Milan.

Where you can easily save all the items that you like or that catch your attention as you continue to navigate on the website. When you select a product, by clicking on "Add to Lovelist" you will save it in your Lovelist, in order to purchase it later. You can either remove the items or move them to your cart at any time by accessing the Lovelist page at the top right of the homepage. Please note that products saved in the Lovelist are not automatically reserved.

Ordering on MARCOROCCO is a matter of just a few clicks. After selecting all the products you want, go to the Shopping Cart by clicking on the top right icon, review the items you've added and click on the "Proceed to Checkout" button. Do not worry: you will still be able to modify the selected products or change your mind before the end of the purchase process.
Some details are required to continue with the order, including the shipping address. At this stage, choose whether to save your data for future purchases or proceed without registering. In this second case, please note that you will not be able to redeem any discount coupons in your possession. Once you have entered your information and the coupon, select the payment method you prefer: make sure you have your credit card details and SecureCode code provided by your bank handy. By clicking on the "Buy Now" button, your order will be completed and we will send you a confirmation email (if you do not receive our email immediately, check also the Promotions tab of your inbox).

Once you've completed your order, you will not be able to change it. That is why we recommend that you review the items you are purchasing before proceeding with the payment.
If you wish to cancel your order or part of it, email us at customercare@marcoroccodesign.com.
Please note that orders can not be cancelled if they have already been shipped: in this case, you must follow the return procedure.

You can pay for your order with

• credit card (Visa, Mastercard, American Express)
• prepaid card
• PayPal

In the case of credit card payments, we advise you to have the SecureCode code provided by your bank handy to speed up your purchase.
Security is always a priority for MARCOROCCO, so your data will always be protected by the latest and up-to-date technologies.

To request the invoice of your order, send an email with all your data, including your tax code or VAT number, and the reference order number at customercare@marcoroccodesign.com. Remember that the invoice must be requested at the moment of your purchase.

To check the status of your order, sign in to your Account page at the top right of the homepage and select "My Orders". Here you can see a list of all your orders and monitor the processing phase for the orders in progress. We will notify you 24/48h before your order is shipped, with a notification to the email address indicated at the time of purchase.

The Gift Card is a discount coupon that you decide to give or receive as a gift. Buy it on our e-commerce in the "Gift Ideas" menu: upon conclusion of the order, we will send you an email with a PDF containing the Gift Card to the email address that you have indicated. Once you receive it, you just have to print it out and deliver it to the person you want, or forward it by email.
To find out how to use the Gift Card, please refer to the discount coupon. Gift cards have no expiring date and cannot be combined with other Gift cards or with other promotional coupons.

Shipping is € 15 USUALLY, FOR NATIONAL ORDERS. In some cases, such as bulky or non-standard orders and on specific products and brands based on specific commercial conditions, an extra shipping cost is payable, which will be quantified according to the nature of the products purchased and the destination area. However, the extra amount will always be communicated before the conlcusion of the order. If you have any doubts, do not hesitate to email us at customercare@marcoroccodesign.com.

The delivery time of an order depends on the type and availability of the items you have purchased. On the tab of each product, as well as on the order checkout page, you can find an estimated delivery time.
Some products can be put into production specifically for your order, so the delivery time will be determined by the manufacturer.
Products marked with "Quick Delivery" are available in the warehouse. In this case, the order will normally be processed within the following 72h.
If your order includes items with different delivery times, a single shipment will be made, and the leadtime will be indicated on the checkout page before payment is made. In order to shorten waiting times, we recommend, where possible, to make separate orders by grouping products with similar delivery times. If your order includes items that require special care during transportation, we will contact specialized couriers whose delivery times may vary from the indicated standard times. We will do our best to ensure the best possible service and to activate a direct line between you and the courier who will deliver your order.
MARCOROCCO is committed to meeting the estimated delivery times indicated on the website. However, in case of any unforeseen events during production or processing of the order, you will always be notified promptly by the MARCOROCCO team. For any questions or assistance, email us at customercare@marcoroccodesign.com.

Your order will be processed by our logistics service and delivered with the best couriers available on the market, who will send you an email with the tracking number as soon as your order is assigned to them.
In the case of shipments requiring special care during transportation, specialized couriers will be used, who will call you beforehand to arrange a delivery date.

L'opzione di consegna al piano è disponibile solo per alcuni ordini e ti sarà proposta in fase di checkout in alternativa alla consegna standard. Questo tipo di soluzione prevede una maggiorazione del costo di spedizione. Un servizio di consegna specializzato ti chiamerà per fissare un appuntamento e consegnerà l'ordine al tuo piano d'ingresso. Ricorda che il servizio è effettuabile solo in condizioni ideali di agibilità, perciò controlla sempre e preventivamente che gli accessi al piano rispettino tali condizioni (rampe di scale e porte d'ingresso sufficientemente ampie). Per maggiori informazioni, scrivi a customercare@marcoroccodesign.com.

Of course. MARCOROCCO ships all over the world. Indicate the destination country during the purchase process, or send a request to customercare@marcoroccodesign.com indicating the destination area and we will provide you with all the information you need. Please note that some International shipments are subject to customs charge, which will be at your expense. If you have any doubts, do not hesitate to email us at customercare@marcoroccodesign.com.

We recommend that you always check your order upon delivery. Verify that the number of packages delivered corresponds to what is indicated in the delivery note. Also check that the packaging is intact and that the content is not altered or damaged in any way. In the case of anomalies, write "Accepted subject to checking" on the carrier's delivery note before signing and send an email to us at customercare@marcoroccodesign.com with the details of the delivery.
Please note that you have 14 days to report any damages and make a complaint. After this deadline we will no longer be able to accept neither complaints nor reports of irregularities.

Although the design is included in the order for orders over € 250, it is not possible to place the order after the objects have been designed. Contact our Design department by writing to design@marcoroccodesign.com for further clarification.

Each product is forged and completely decorated by hand.
For this reason no element will be exactly identical to another and this feature makes it even more valuable.
In the case of sample sales, the sold goods must conform to the sample viewed by the Buyer, as established by Article 129, paragraph 2, letters b) of the Code. cons., taking into account the fact that, for natural and artisanal products (ceramics, wood, leather, leather, marble, etc.), slight differences or color dyes are tolerated with respect to the sample. In the case of solid wood, the products could be subject to structural variations due to the seasoning and the natural ribbing of the wood.

In case of damaged items, just send a photo via WhatsApp or via email (info@marcoroccodesign.com) within 6 hours of receipt. The replacement will be made at our expense, in 48h if available, otherwise the times will be agreed with the customercare staff.

The earthenware pots are glazed (only the bottom is not treated) and sometimes the layer of transparent enamel cracks forming a sort of spider web (the phenomenon is called craquelet) which has the defect of making the enamel porous.

If you have any doubts or need assistance with the products purchased, please contact our customer service at customercare@marcoroccodesign.com. If you wish a phone contact, please specify it in your email by providing your contact number: we will call you as soon as possible.

Al momento della consegna, trattandosi di merce fragile, applicare sempre l'accettazione con riserva del pacco per il controllo interno e qualora siano presenti danni all'imballaggio esterno segnalarlo nella ricevuta di consegna.
Se gli articoli all'interno risultano danneggiati, fotografare il contenuto in modo chiaro ed esaustivo ed inviare una mail all'indirizzo customercare@marcoroccodesign.com così da poter istruire la pratica assicurativa e poter sostituire il prodotto fallato.

If you are not satisfied with your order, you may want to return one or more items.
If you have changed your mind on an item or intend to replace it with a different one (if available in stock), the return will be at your expense and you will have to proceed with a new order.
The items you wish to return must be in original condition, properly packaged and packed. For the shipment, use the same cardboard box in which you received your order. If this is not possible, use an equivalent box.
In the case of a defective product, you can replace it with the same item, if available in stock, or ask for a refund. Contact our customer service at customercare@marcoroccodesign.com within 14 days from the date of delivery of the order. We will arrange the pick up with our courier and provide you with all the information. In this case, MARCOROCCO will refund you the cost of the item and will take care of the shipping costs.
Both in the case of voluntary return and return of a defective product, please remember to include a copy of the shipping document in the parcel, which will be emailed to you by our Customer Service and on which you will need to highlight the returned products and the reason for the return.

Returning one or more products will lead to a full refund of the item(s) cost, excluding shipping charges to our warehouse. Only in case of a defective product, MARCOROCCO will be responsible for all shipping charges.
Reimbursements will be made through a refund based on the payment method you used for the purchase. We will refund you upon the arrival of the parcel at our warehouse.

MARCOROCCO and/or the represented partner manufacturers, in relation to the products you have purchased, will provide the legal warranty of compliance with the terms and conditions set forth in art. 128 and following. of the Italian Consumption Code. In particular, the rights arising from such warranty may be exercised, provided that the products have been used properly, with due diligence and respect for the intended use and the provisions of the provided instructions, and after presentation by the customer of the delivery receipt received with the same and indicating the order number. Costs related to the return of products due to the effect of the warranty will be borne by MARCOROCCO and/or the partner manufacturers.

MARCOROCCO devotes great attention to your needs and guarantees you the utmost trustworthiness and reliability, both in purchasing support and in handling orders and returns.
It also commits itself to complying with the estimated delivery times indicated on the website. In case of unforeseen events that are the direct responsibility of MARCOROCCO, you will always be promptly notified by our Customer Support team.

We want all of our customers to have a great shopping experience, but we know that sometimes there may be some problems.
First, make sure that your operating system (Windows 10, Mac OS X, etc.) or your smartphone have the latest upgrades available.
If the problem persists, email us at customercare@marcoroccodesign.com specifying, if possible:

• your operating system (for example: Windows XP, Mac OS X);
• your internet browser (for example: Google Chrome, Internet Explorer 7, Firefox, Safari);
• your device (for example: computers, smartphones, tablets);
• the description or screenshot of the error found.

We will get back to you as soon as possible.