FAQ

To register and create your “Member Profile” click here.

To log in to your account, click on the “My account” icon, enter your e-mail and password.

If you forgot your password, go to the “My Account” section and click on “Forgot Your Password?” Enter your e-mail address, and a new password will be sent directly to your email.

If you wish to see a history of your past orders, go to the “My Account” section and click on the “My orders” icon. You will have access to a complete history of your orders.

After having placed your order, you will receive an email confirming that your order has been registered by Marcelle Cosmetics. In your account, the status of your order is “pending”.

Once your order has been prepared and shipped, you will receive a second email from Marcelle Cosmetics including the shipping number and a summary of the products shipped. At the same time, you will receive an email from the carrier with your tracking number which will allow you to track your package. In your account, the status of your order is now complete.

Following your order in your personal “My Account” space:

Your order is either:

• Pending: Your order has not yet been shipped yet. Your order is being prepared by the logistics center, up to 4 business dates following your order date.
• Complete: Your order has been shipped. The carrier has sent you a tracking number including the exact date of delivery.
• Closed: You have canceled your order.

Unfortunately, no cancellation is possible as soon as the order is completed.

However, we invite you to contact our Consumer Relations Department at 1-855-855-9792 or by e-mail at contact.marcelle@groupemarcelle.com.. 

We will be pleased to give all the return procedures.

Marcelle Cosmetics reserves the right, at its sole discretion, to limit quantities, terminate accounts and refuse or cancel any order, including after the order has been submitted, whether or not the order has been confirmed and your credit card charged. In the event that your order is cancelled after your payment has been processed, we will issue a full refund.

Shipping fees for returning merchandise are non-refundable. Please send your eligible return to the address indicated below, using the original shipping box. If you no longer have the original box, include a note with your order number, or a copy of your order or shipping confirmation email.

Attention: Customer Service
Groupe Marcelle
5600 Côte-De-Liesse
Ville Mont-Royal, Québec
H4T 4L1

For any other questions, please contact Lise Watier customer service by email at contact@watier.com or by phone at 1-855-855-9792. Our consumer service is available from 9 AM to 6 PM, Monday to Friday (ET)

We propose 2 secure payment methods:

• Payment by online bank card (Visa, Mastercard): Your bank information is encrypted (SSL mode) and will never be known or saved at Marcelle Cosmétiques.
• Payment by PayPal

If you need assistance with your online order, please send us your phone number through this form and an agent will call you to make your purchase for you.

If you would like to use a promotional code, you can use it during the checkout process under the section with the summary of your order. Simply enter your promotional code and click on “Apply Coupon” to validate your code and benefit from the offer. You will see the discount amount of the coupon be subtracted in the summary of your order.

Please note that the promotional codes are case sensitive and must respect the upper and lower cases.

Promotional coupons can only be used exclusively on marcelle.com. Promotional coupons are not available in store and cannot be combined with any other offer.

Coupons can only be used once, per client. It is applied to the total amount of an order before taxes and shipping. If a coupon code has been used multiple times, Marcelle reserves the right to cancel or refund the order. Coupons cannot be used for future purchases even if the initial order has been canceled or returned. 

Marcelle Cosmétiques offers the best in makeup, skincare and fragrance products. In order to do so, our Research & Development team works hard to continually improve our products. We must, therefore, sometimes need to make renovations to our products. If you wish to purchase that product, please contact Marcelle Cosmétiques’ customer service and we will be happy to suggest you substitute products.

You can head to the product description on the website or ask Marcelle Cosmétiques’ customer service by email at contact.marcelle@groupemarcelle.com. or by telephone at 1-800-592-8437 or 514-735-4959. Our customer service is accessible from 7:30 am EST to 4 pm EST from Monday to Thursday and 7:30 am EST to 12:00 pm EST on Fridays.

In stores, our cosmeticians are also available to answer your questions.

We also offer an online beauty consultation service, you can schedule a call with one of our beauty representative here: https://site.booxi.com/groupemarcelle?book=open

It is very important to follow instructions and read the ingredients label before using any product on your skin. If you have experienced allergic reactions in the past, we suggest that you interrupt usage of the product, take note of the ingredients and consult a dermatologist should the symptoms persist. It is also important not to use products that have an expired date.

Marcelle products are NOT tested on animals, nor do we have animal testing conducted on our behalf. We are committed to selling only safe products, using only safe ingredients in our cosmetic products and complying with applicable regulations in every country in which Marcelle products are sold. Marcelle ensures product safety through testing using “in vitro” or “self-testing” methods on human volunteers. The development of all Marcelle products is carried out with the goal of offering innovative, high-quality products to our clientele, while insuring the security of their use.

The newsletters contain general information on new Marcelle product launches or promotions. It allows you to stay informed on the brand.

To subscribe, click here and fill in the questionnaire.

At any point in time you can unsubscribe by clicking on the unsubscribe link found at the footer of the emails that have been sent to you or in your account, in the subscription to newsletter section.