Returns and Refunds
CAN I RETURN ANY PRODUCT, EVEN IF I ONLY CHANGED MY MIND?
You have 14 days from when your order was delivered to request a return, whatever the reason.
Items must be returned new, unused, unwashed, undamaged, and with all tags attached (shoes must be returned within their branded box)
CAN I CHANGE THE SIZE OR COLOUR OF A PRODUCT?
At this time, Marella does not offer exchanges. We offer full refunds to your original method of payment within 14 days of the delivery date. If you need to change the size or color of an item, you may return the products and make a new purchase.
I AM A REGISTERED USER: HOW CAN I RETURN A PRODUCT VIA COURIER?
You have 14 days from when your order is delivered to request a return and an additional 14 days to return the products. The procedure is quick and easy, and shipping is completely free.
As a Registered User you can send us your return request directly from your MyAccount:
1. Log in to your MyAccount
2. Select View and Manage Your Orders
3. Select the order you wish to return
4. Select the items you wish to return and provide a reason
5. You will receive your return instructions email within the next 24 hours
Once you receive your return instructions email, you may download and print the label, securely attach it to your original packaging, and drop your package off at any UPS location (a list of locations is available at Ups.com/dropoff).
As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. Once the items pass all inspections and requirements, you will receive a confirmation email. We estimate refunds will be made back to your payment method within 7-10 business days of our receipt of your return.
Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.
Finally, should you choose not to use the provided label and ship via a different carrier, Marella is not responsible for packages lost or damaged in transit and shipping costs will not be reimbursed.
Your package will be taken care of by the Quality Control Department and necessary checks will be carried out. If successful, after a few days you will receive an email confirming that your refund will be issued.
I AM NOT A REGISTERED USER: HOW CAN I RETURN A PRODUCT VIA COURIER?
You have 14 days after receiving the order to request a return and an additional 14 days to return the products. The procedure is quick and easy and delivery is completely free.
You can click here to start the process even without being registered user and just follow the information in the pop-up that will open.
We will send you an e-mail with the Tracking Number to track your return as soon as your package reaches the UPS center handling your shipment to our warehouse. UPS will send you the label to apply on the package before you'll return it.
Your package will be picked up by our Quality Control Office which will check the compliance of the return. If the return is accepted, you will receive a confirmation mail within a few days with the reimbursement details.
If your return is not approved, our Customer Services will contact you.
Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs. Finally, if you want to use a different courier, you will be charged for the delivery costs. We recommend that you choose a delivery service with tracking option, so that you can trace your package at any time.
WHAT HAPPENS IF I AM NOT AT HOME WHEN THE COURIER ARRIVES?
The courier will leave a note with their contact details. Contact UPS to find out if a further attempt at delivery will be made or if the order will be deposited at a collection point (access point). If you are unable to contact UPS or if you do not collect the order from the collection point, the package will be returned to our warehouse for a full refund. Regrettably, we are unable to reroute packages at this time.
I HAVE RECEIVED A DAMAGED OR FAULTY PRODUCT. WHAT SHOULD I DO?
In the case of any kind of defects you can return the item easily.
If you are a registered user, log in to your My Account, go to My Orders section, select "Request Return" and specify your problem.
If you are not a registered user, please start the procedure here.
After we have received your returned item and have checked the damage, we will forward the refund request. Please note that we cannot accept articles that are not in the same condition in which you received them. We will update you regularly by email until we confirm the refund.
WHEN WILL I RECEIVE THE REFUND?
As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. If successful, we will send you an email to confirm your return and refund. After a few days, your refund should appear in your account.