FAQ
Questions you have
About Marsriva.lk
Online Shopping
In order to ensure that you have the ultimate Marsriva.lk shopping experience, our list of Frequently Asked Questions is compiled with you in mind! If you have any queries that are not answered here, please drop us an e-mail on Info@marsriva.lk. We will respond as soon as possible.
In-store shopping
Yes, you are always welcome to our warehouse and you can do in-store shopping.
Store Location
Warehouse – 473 Makola South, Makola
Payments
Payment Method
- We accept payments via Visa, Master or CASH.
- Is it safe to make online payments?
At the time of payment, you will be directed to the respective LOLC ipay payment gateway which is secured with a 128-bit secure socket layer encryption connection of the LOLC bank.
Once the payment is made you will be re-directed back to Marsriva.lk
If any clarification is required about the safety on the online payment contact relevant credit card customer center
- What should I do if my payment fails?
In case of a payment failure, please retry ensuring,
1. Information passed on to payment gateway is accurate i.e.: account details, billing address, password (for net banking)
2. Your Internet connection is not disrupted in the process
3. Verify with the Bank whether your card has sufficient funds to make the necessary payments.
Cash On Delivery
1. Cash On Delivery available cities.
2. Maximum order amount for Cash On Delivery facility is Rs. 20,000.
E-Vouchers
1. What is an E-Voucher?
E- Voucher is a web-based product and customer can use for online purchases only.
The value of E Vouchers must be fully utilized at the time of redemption (No partial utilization is allowed)
E vouchers are having one-year expiry period.
2. How can I redeem an E- Voucher?
Step 01 – Purchase Marsriva All Store E-Voucher.
Step 02 – Sign in to your Marsriva.lk account. If you already don’t have an account, click the Profile Icon on the top right corner. Click “Register” and create an account by entering your email address, contact number, and password.
Step 03 – After signing in, go to “My Account” by clicking on the Profile Icon. You can find “E-vouchers” in the dropdown.
Step 04 – Select “E-vouchers” and the E-Voucher you purchased will be visible under “Available E-Vouchers”
Here, You can use the E-Voucher to make purchases or share the E-Voucher with someone else through your account. Kindly note that the person you share the E-Voucher with also should have an Marsriva.lk account created.
Also when buying other items through Marsriva.lk, the E-Voucher you purchased will be available for redeeming at the checkout.
Please note that the E-Vouchers are not redeemable through any outlets.
3. Can I use an E-Voucher for purchasing another E-Voucher or a Physical Voucher?
Kindly note that E-Vouchers can not be used to purchase another E-Voucher or a Physical Voucher.
E-vouchers cann’t be redeemed at stores
E-vouchers cannot be used to purchase gift vouchers
Your Account & Orders
Will I receive confirmation of my order?
Yes, you will be notified via e-mail and sms.
How do I change or cancel an order?
Once an order has been confirmed you can change/cancel only if it’s 2 days prior to the delivery date. For help, contact our customer service advisers who will assist you with your request. Please read our Returns Policy for more information.
I have been informed that there is a delay with my order. When can I expect to receive the item?
Occasionally, due to circumstances outside our control, you might experience a slight delay. During this time we will keep you updated by e-mail or phone.
What if my order is only partially delivered / order did not arrive / have received incorrect or faulty goods??
If your order is incomplete or damaged, or if you wish to change or cancel your order contact us on;
Tel: 0771122643 (Between 8 a.m. – 8 p.m.)
Email: info@marsriva.lk
Shipping & Returns
Delivery & Shipping Information
1.Deliver to my Address
Items will be delivered to the address specified by you. We deliver Island wide and a delivery cost of Rs.300/- will be added to the total order value.For same day delivery orders, the order placement should be done before 10 a.m. on the respective day of delivery & a fee of Rs.500/- will be charged as the delivery cost. Same Day Delivery is available for selected products and selected locations only.
Returns Information
- Exchange Policy
1. What is our exchange policy? How long is it valid?
Should you wish to return anything bought from us online, we will be happy to exchange a product provided it is in fully resalable condition. Returns should be made within a reasonable time (usually 7 days) and in original, undamaged packaging along with the invoice. If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse the exchange. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.
Return and Exchange Policy
1.Following requirements need to be fulfilled for accepting an item in exchange.
• The item needs to be returned within 7 days from the date of sale along with the original bill/invoice.
• The item returned must be in its original fully resalable condition, with all the tags & packaging (if any).
• The item returned needs to be in its original condition and not used, damaged.
2. No cash/cheque refunds are made under any circumstance.
3. If any item needs to be exchanged, the customer needs to refer to the bill & contact the invoiced outlet. The outlet staff will inform the customer of the location where the customer can return the product.
4. The selling price of an Item sold based on an online promotion will be based on the promotional price when exchanged.
5. A credit note is issued to the value of the original invoice that will be valid for 14 days from the date of return.
6. If the item sold has any technical or product defect, a courier will be arranged by the company to pick up the item & the cost will be borne by the company.