Have a question about your order or have an issue placing an order? We’re here to help! Drop us an email at firstname.lastname@example.org. We’re available from 9am - 5pm PST, Mondays through Thursdays and Fridays 9am - 12pm PST (excluding national holidays). You can also call us at 347.621.7067.
Below are some common questions about our products and the brand
For more information please visit OUR WORLD where we have OUR STORY and THE JOURNAL. This section of the site also contains information about OUR APPROACH to sustainability.
Please also follow our social channels @marahoffman on Instagram and TikTok.
Not sure about your size? We offer size charts within all of our items! All Clothing Measurements are in the Product Pages. We encourage you to try several sizes if you are unsure of your size - free of charge until after you Try On with our Try Before You Buy Program.
We use US size charts which can be found here. We also include the sizes worn by our models in our Product Pages.
Details on our Lumniary Rewards program are here.
- To view and redeem points you must have a Mara Hoffman account. Previous purchases may have been made without a password. An account will need to be created with a password to view history and coupons available.
- Points earned are applied once the order has been fulfilled.
- Upgrade to the next tier is viable 30 days after the validating purchase has been made
- Purchase minimums are required to apply coupons at checkout.
- Coupons are forfeit once redeemed and applied to a purchase.
- Coupons expire within 6 months of redemption.
Here you can find details about our Try before you Buy Program, which you will also find within elligible products.
We allow clients to post items for resale and to receive credit to our store. More can be found here.
ORDER & RETURNS POLICIES AND INSTRUCTIONS
Below are some of are common questions about orders
Before ordering, be sure to read all of our returns policies in the Returns section of the FAQ. We do not allow returns or exchanges on International orders or on Sale items, regardless of inclusion in a TryNow cart. Gift cards are also intelligible for return. Free shipping for orders over $400 applies to domestic ground shipping only.
Each order is subject to product availability.
We accept Visa, MasterCard, American Express,Discover, JCB, Diners Club cards. Orders can also be placed via PayPal Express Checkout, Shopay & Shopay Installments, Apple Pay and Klarna.
MaraHoffman.com also accepts the following payment methods:
- Gift cards purchased from MaraHoffman.com
MaraHoffman.com does not accept checks, cash, money orders, or orders taken over the phone. Only one method of payment can be accepted per order, with the exception of store credit and MaraHoffman.com gift cards.
You will receive an automated confirmation email after your order has been submitted, and a second automated email containing tracking information once your order has shipped. If you do not see these confirmation emails in your inbox, try checking your spam or trash folder. Note: we do not validate email address domains so if there is any typo in the email address it will be accepted - eg @.co will be accepted even its supposed to be @.com. Note that email addresses cannot be modified once the order has been submitted.
If you were logged in to your customer account while placing the order, you may also check the order status by logging into your account and clicking the “Order History” tab. Note: registered customers who were not logged in when the order was submitted will not see their order on the “Order History” tab.
Customer Service will reach out via email in the event that any item(s) are unavailable. Once the package has shipped, you will receive an automated email containing tracking information. Each order is subject to product availability.
Registering an account offers you a safe, easy and fast way to order. It also serves as a way to track your order and view order history.
With a MaraHoffman.com account you can:
- Check your order status and review order history
- Save your shipping information for quicker checkout
- Create and manage a product wish list
How to Register for an Account:
Go to “Log In” at the top of the page and click “Continue” under the “New Customers” section. Follow the prompts to create a username and password. You need to provide your name and email address to register an account as well as a password. Please note - we cannot You also have the option to opt-in to our mailing list to receive updates on special promotions and events at MaraHoffman.com, but this is on its own is not the same as setting up an account.
Retrieving an Account Password:
Go to “Log In” at the top of the page and under the “Returning Customer” section, click on the “Forgot Your Password” link. Enter the email address used to sign up for your account. We will send a link to the registered email address that will prompt you to create a new password. You will now be able to use the new password to log in to the account. If you are sent back to the "make sure you're not a robot" screen it means you have not created an account and will not receive a reset password link. In this case please use the same email you "registered" with and create a password and account.
Sign up for our newsletter to receive email updates, which may contain promotional codes for special discounts that can be applied to your order. In order to take advantage of these discounts, you must enter the code in the specified “Discount Code” section on the “Shopping Bag” page and click “Apply.” Note: some promotional codes require customers to be logged in for the code to be applied and may not apply to sale items. Only one promotional code may be used at a time per order.
If you return an order that was placed at a discounted price, you will be refunded the amount paid. MaraHoffman.com will not re-issue a promotional code for a discounted order that has been returned. All promotional codes are valid during a certain time window, unless otherwise specified.
We do not offer price adjustments or price matching.
Sales tax will be added to orders shipping to the following locations: New York, New Jersey, North Carolina, California
Illinois, Massachusetts, Pennsylvania and Georgia. Please note that tax calculations are based on the state and county shipping address on your order, as well as item price/classification.
For states imposing sales or use taxes, your purchase is subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet. Details may be found at the website of your respective tax authorities.
Refunds are processed within 10 business days of the receipt of your return. All refunds are issued to the original form of payment.
We do not accept and will not process international returns.
All SALE sections or discounted items (meaning all items with a marked down price) are final sale, regardless of inclusion in a TryNow checkout.
Exchanges on Final Sale/Discounted Items:
All items in the SALE section and all discounted items are non-refundable meaning they also cannot be exchanged at this time.
All gift cards are final sale.
Returned merchandise must be unworn, with all tags and swimwear liners attached. Upon receipt of returned goods, MaraHoffman.com reserves the right to deny refund if the merchandise does not meet policy requirements.
Returns may be initiated within 14 days of the delivery date. A prepaid UPS shipping label will be provided after submitting a successful return request online. Initial shipping cost will not be refunded.
To initiate a return within 14 days of the delivery date, please click the link below to visit our Returns Center. You will need your order number, which can be found on your invoice. The order number may be referenced as the PO number on the packing slip.
To initiate an exchange, please visit our RETURNS CENTER.
You will be refunded as normal when the return is received back at our warehouse.
We do offer exchanges on full priced domestic orders. Orders can be only be exchanged for a different size, we do not offer exchanges for a different color or style.
We do not offer exchanges on international orders, or on final sale items.
We do not refund shipping charges for packages that are refused by customers. All returns must have existing RMAs, with the RMA number enclosed inside the package. Any returns received at the warehouse without corresponding RMA numbers are subject to potential delays/refusal.
Shipping & Processing
Below are some common questions about shipping and processing
Please note that we do not process or ship orders on weekends or holidays, and we cannot ship to P.O. boxes or APO addresses. Signature upon delivery is not required. Free shipping for orders over $400 applies to domestic ground shipping only. Please contact UPS or Customer Service if you would like to add a required signature to your delivery.
DOMESTIC SHIPPING METHODS:
Processed within 3-5 business days.
Delivered 1-5 business days after processing.
UPS 3 Day Select
Processed within 1-3 business days.
Delivered 3 business days after processing.
UPS Next Day Air
Processed within 1-3 business days. Delivered the next business day after processing.
We do not currently offer Saturday delivery.
Orders Shipped to New York City & Surrounding Areas
UPS Ground typically delivers to NYC and surrounding areas within 1 business day. Contact UPS or customer service if you would like a shipping estimate.
Orders cannot be modified after they have been submitted. If you wish to cancel your order please send an email as soon as possible to email@example.com. We will make every effort to accommodate your request, however, there may be some instances where we are unable to cancel your order before it ships. If your order has already shipped out, our normal return policy will be in effect.
Lost / Stolen Packages
If your tracking information shows that your package was delivered, but you have not received it, please contact Customer Service at firstname.lastname@example.org.
Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address.
In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please email us as soon as possible at email@example.com to let us know. We ask that you send over photos of the incorrect/damaged merchandise for our reference.
For domestic orders containing incorrect/damaged items, we are typically able to refund or replace the order at our expense.
Note: MaraHoffman.com does not take responsibility for damaged items purchased through third party retailers.
Mara Hoffman now offers worldwide shipping through GLOBAL-E, a trusted third-party company. All shipments will now be through DHL.
To find out more information on the countries we ship to, the timescales available and costs, change your browsing country to where you're shipping to. To do this select your country as "Shipping to" on the upper right hand side of the Homepage. If you're on the mobile website click the three lines in the top right-hand corner and scroll down the pop-out menu to change your Ship to country.
Note that we will not accept and cannot process any international returns, so please order carefully. As well TryNow and Full Circle/Resale are not available for international orders.
International Order Assistance
If you need help with your international order through Global E . Please change your browsing country to where you're shipping to when you enter the site. To do this on desktop select your "Shipping to" country in the top right hand corner of the site. If you're on the mobile website click the three lines in the top right-hand corner and scroll down the pop-out menu to change your flag.
You may also contact Mara Hoffman Customer Service at firstname.lastname@example.org.
International Shipping Rates
The shipping cost for any international order will be displayed at checkout and will depend on a few variables, including: shipping address, exchange rate, order total, and package weight. Global-E will take sole responsibility of calculating all taxes, shipping, and duty information during checkout. These import fees will be shown at checkout, and no additional costs will be due upon delivery.
International Delivery Timeline
All international shipments are processed at the Mara Hoffman warehouse and shipped via DHL. Estimated delivery time from DHL will be provided upon checkout. Delivery time may also exceed the estimate provided at the time of checkout for rural or remote international destinations, or due to delays in customs clearance procedures.
Tracking an International Order
Once your order is submitted, you will receive an order confirmation immediately, followed by a shipping confirmation within 48 hours. This shipping confirmation will include the tracking number that you can use to track your package through your order's journey.
International Duties / Taxes Information
Duties, customs tariffs, and VAT are set by the local government and determined based on a combination of the country of origin/manufacturing of the goods purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the local government. The amount of applicable duty, tariffs and taxes will vary based on the product ordered and the specific rates set by the local government.
When placing an order you may be asked for a control number. This is required for Brazil, Israel, Korea, Russia, South Africa, and Taiwan (it's called National ID for Taiwan). Depending on the country this could be your passport, national ID or work ID number.
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