FAQ

Mark Giusti - FAQ

ORDER CONTACTS

If you have any queries regarding our services or how to use our website, a member of our Customer Services Team will be able to respond to you with all your inquiries.

If you have a more specific query regarding the status of your order, return or repair, or would like more detailed information about one of our products, please contact a member of our customer service team below:

Email: customerservices@markgiusti.com

Phone: +44 (0)20 7 352 2488

Mark & Giusti Ltd. Unit 6, 50a Kensington Church Street - London, W8 4DG

Customer Services & General Enquiries

For general enquiries and Customer Services, not regarding www.markgiusti.com orders, please email:info@markgiusti.com

SHIPPING & DELIVERY

Mark & Giusti Ltd. delivery charges are calculated according to the size, weight and destination of your order. This table provides an indication of the delivery charges, but the actual cost will depend on the size, weight and destination ratio of the order. 

We aim to despatch all orders placed before 2pm (GMT) on the day of the order, Monday to Friday, with the extreme majority of UK mainland deliveries arriving within one working day. We do, however, ask you to allow up to five working days in the event of external factors, stock availability and payment authorisation causing delays. If for any reason we anticipate a delay of more than five working days you will be contacted by a member of our customer services team. Please note that during sale periods there may be a slight delay in the despatch of orders. 

We do not currently offer a guaranteed Next Day or Saturday UK delivery. Any order placed after 2pm on Friday and during Saturday and Sunday will despatched for delivery on the Monday of the following week.

International deliveries should be received within 5-7 working days, but we ask you to allow up to 10 working days in the event of international customs procedures, stock availability or payment authorisation causing delays.

For security and speed, all orders, are shipped using Aramex International. When we despatch your order you will receive a unique tracking number by email from a member of our customer service team that will allow you to check the status of your order and monitor its progress at www.aramex.com Deliveries are made between 8:30am and 6pm, and will require a signature to ensure safe and secure delivery. For this reason we are unable to delivery goods to PO Boxes unless located in the United Arab Emirates.

MULTIPLE ADDRESSES

We are happy to deliver your goods to a location that is different to your billing address. To do this, simply enter the delivery address you require on the delivery page of the checkout process.

PACKAGING

Your www.markgiusti.com accessories & leather goods will include a soft dust bag to ensure protection during travel and storage. Each product will also include a certificate of authenticity and an individual design card, which informs you of the history of each lining. 

ORDERING A GIFT

If you are ordering a gift from www.markgiusti.com and for any reason the receiver of the gift wishes to make an exchange this can be done through the standard exchange process, however, if there is a difference in value between the exchanged items and a partial refund is required, the original card used for the purchase will be required.

We will send the invoice (your receipt) to the address stated on the Billing Address page of the checkout process, and a dispatch note stating the contents of the order will be included with the actual order. The dispatch note does note include any financial or pricing information about your order.

WORLDWIDE DELIVERY

www.markgiusti.comoffers delivery to most international destinations. If you cannot see your desired delivery destination below please contact customer services and we will do our best to arrange an alternative means of delivery.

CUSTOMS & IMPORT DUTIES

When ordering goods from www.markgiusti.com for delivery outside of the European Union (EU), you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country, so for further information we advise you to contact your local customs office.

Additionally, please note that when ordering from www.markgiusti.com, you are considered the 'Importer of Record' and must comply with all laws and regulations of the country into which you are receiving the goods.

VAT is included within the prices as shown and where applicable is detailed on the checkout screen and on your invoice.

All prices are inclusive of any EU Sales Tax that is applicable. Our VAT number in the UK is GB 976 8145 68. VAT is currently zero rated on sales to customers outside the EU and so the price payable is the full price displayed and no VAT is chargeable.

INSURANCE & LOST GOODS

All Mark & Giusti Ltd. goods remain the property and responsibility of Mark & Giusti Ltd. until delivered to the specified delivery address and payment has been received in full. Items are insured against theft and accidental damage at no cost to the customer.

In the unlikely event that goods are misplaced or damaged on their way to you Mark & Giusti Ltd. will ensure a replacement is sent directly to you, and can arrange for the collection of any damaged items.

Any discrepancy of order contents received must be reported within 48 hours of receipt to our customer services team all packaging (both outer shipping packaging and internal contents) must be kept in order to make a claim.

If you suspect your goods have been lost please contact our customer services team within 28 days of ordering.

If you receive your goods in a damaged condition, please contact our customer services team within 48 hours of receipt of the delivery. Once successful delivery has been made to the specified delivery address and payment had been received in full, you will own the goods and they will cease to be the responsibility of Mark & Giusti Ltd.

PURCHASING & PAYMENT

PURCHASING

To purchase an item from www.markgiusti.com simply select 'Add to Basket' on the product page, and then the 'Checkout' button when you are ready to make your purchase. You will then be directed to our secure checkout where you will be shown a summary of your purchase including any applicable VAT and delivery charges, and you will then be asked to provide details of your billing and delivery addresses, and details of your payment method. Once you have entered these details you will be asked to confirm your acceptance of our Terms & Conditions and to submit your order. Your order will then be security checked and if successful, processed, which may take up to two minutes.

Once your order has been processed you will be sent an email to the email address you provided during checkout to confirm receipt of your order. Please retain this email as it contains your order reference number, which you may need at a later date. By placing an order request with www.markgiusti.comyou authorise us to perform a series of information checks to authenticate your identity, to validate your payment card, to obtain an initial credit authorisation. Where necessary we may check your information provided with secure third parties.

3-D SECURE PROTOCOL

In some cases, after pressing the submit button on the confirmation page of the checkout process, you may be directed to a 3-D SecureCode page.

This is 3-D SecureCode protocol that has been developed by your bank to improve the security of internet payments. It is designed to allow fuller authentication of cardholders by their banks during an online purchase, reducing the likelihood of fraudulent usage of credit and debit cards and improving overall transaction performance.

The 3-D Secure page you will be directed to will appear within the frame of the Mark & Giusti Ltd. website, as well as bearing the logo of the bank your payment card is registered with. First-time users of the 3-D Secure protocol will be asked a series of security questions, and then asked to provide and confirm a password that you will use in all future 3-D Secure processes.

If you have already previously registered with the SecureCode service you will be asked to enter your 3-D SecureCode password which will allow authorisation of your card and processing of your order to continue.

For further details about this process you can visit the Verified by Visa or MasterCard SecureCode sites, or contact a member of the Mark & Giusti Ltd.customer services team.

STOCK AVAILABILITY

In cases where an item you wish to purchase is out of stock please email a member of our customer services team the details of the item and we will get back to you within 72 hours whether we will be able to source this for you.

SECURITY CHECKING

All orders placed with www.markgiusti.com undergo security checking to ensure that the payment card is being used by the card holder and to prevent online fraud occurring. Please ensure that the Billing Address entered during checkout is the address where the bill for the payment card is also sent (i.e. where the payment card is registered). Should you wish, you will be able to select a different address for delivery on the Delivery Address during the checkout or registration process.

In cases where our secure Customer Services department need to contact the bank or card issuer to verify any billing information, you will receive an email informing you of this. It can take up to 72 working hours to receive verification that the security checking process has been completed and we will notify you of the outcome as soon as we have a response from the card issuer via email, and where appropriate, ensure the immediate dispatch of your goods.

Please note, entering incorrect billing details can result in delays or rejection in the fulfillment of your order.

SALES TAXES & DUTIES

All prices displayed on the site are inclusive of any EU sales taxes that is applicable.

As of 1st January, 2011, the UK VAT rate is 20% on all Mark & Giusti Ltd. products. Our UK VAT number in the UK is GB 976 8145 68 Orders that are being delivered outside of the EU may be subject to import duties and taxes that are levied once your order reaches your country, and are not controlled by Mark & Giusti Ltd. VAT is zero rated on sales to customers outside the EU and so the price payable is the full price displayed and no VAT is chargeable.

For further details on Import Duties, please see our custom & import duty section.

REPAIRS

All Mark & Giusti Ltd. goods carry a 6-month guarantee from the date of purchase. If within this period you detect a fault with your goods, they will be repaired or replaced at no extra cost (proof of purchase may be required).

Please note that Mark & Giusti ltd. does not give authority to purchaser to decide what constitutes returned goods that are faulty or incorrect in any way, or does not confirm to the original order. Acceptance of returned goods by Mark & Giusti ltd. does not gaurantees that the goods are acceptable returns.

To arrange a repair you can send your item directly to our repairs centre. If you are sending your repair directly, please include a note detailing the repair you would like carried out, your contact details (including name, address, telephone number and email address), and where possible, a copy of proof of purchase is also helpful. We recommend you use a traceable method to send your goods, such as Royal Mail Special Delivery, and make sure the package is wrapped securely.

SECURITY

ONLINE SECURITY

Mark & Giusti Ltd. follows strict security procedures in the processing, storage and disclosure of your information. To help ensure your shopping experience is safe and secure www.markgiusti.com use Secure Socket Layer (SSL) technology. This ensures that any data you send to us online is encrypted and protected, and processed over a secure server.

All details are processed via 128-bit security encryption method, meaning your details cannot be read by anyone but ourselves, and no credit card details are held in real text anywhere on our site. When SSL is enabled on the site you will see a padlock at the bottom of your browser which you can click on to find out more information about SSL and how it works.

Our SSL status is also verified by the leading SSL certificate authority, VeriSign. However, no data transmission over the internet can be totally guaranteed as secure and therefore we cannot ensure or warrant the security of any information you send to us, and any information sent to us via this website is done so at your own risk.

COOKIES

The Mark & Giusti Ltd. site uses 'session cookies', which hold temporary pieces of information in your computer's memory. Mark & Giusti Ltd.'s cookies do not contain any personally identifying information, and are deleted once you close your browser. Cookies enable the site to provide features to make your visit more simple and efficient. www.markgiusti.com will not function without cookies being enabled. If cookies are not enabled on your system, we will inform you as such.

PASSWORDS

Your online Mark & Giusti Ltd. username and password are personal to you and should not be transferred. Any breach of security of this password or username must be reported to Mark & Giusti Ltd. immediately.