Returns and refunds

You have 14 days from when your order was delivered to request a return, whatever the reason.

The product must be returned in exactly the same condition in which you received it: unworn, unwashed, not modified in any way and with all of its labels and accessories.

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.

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.

As a Registered User you can send us your return request directly from your My Account:

1. Go to your profile page
2. Access the "My Orders" section, select the order containing the product you want to return and click "Request Return". When carrying out this request, you will be able to specify the date and time that you want the courier to come and collect your package. Make sure that no more than 14 days have passed since you requested to return the item. be sure to protect the products by choosing a box of an appropriate size.
3. Remember to apply the label, that the courier sent you by email, on the package that you'll return.

We will send you an email with a Tracking Number so that you can track your return as soon as your package arrives at the courier office responsible for deliveries to our warehouse. 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.

If your return fails these checks, our Customer Services department 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 trackable delivery service, so that you can trace your package at any time.

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 procedure even without being registered user and just follow the information in the pop-up that will open.

We will send you a mail with the Tracking Number to track your return as soon as your package reaches the courier centre handling your shipment to our warehouse. The courier 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 conformity of the return. If the outcome is positive, you will receive a confirmation mail within a few days with the reimbursement arrangements.

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.

The courier will leave a note with their contact details. Contact the courier 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 do not contact the courier or do not collect the order from the collection point, after a few days the package will be sent back to our warehouse, then you will be contacted by the Customer Services Department to see if you want the package to be delivered again or if you would like a refund.

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 here the procedure.

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.

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 you will be able to check if you have been credited with the refund.