Need to exchange or return a garment from your order? Not a problem! We offer domestic returns for US customers through our website and easy return pickups via DHL Express for international customers. Please see our guidelines below for more information on which items are eligible/ineligible for return or exchange.
Holiday Returns: Orders placed from November 8th-December 31st are eligible for return or exchange until January 31st, 2022.
US Returns & Exchanges: Please visit our returns portal to initiate a return or exchange and to purchase a return shipping label to print and mail your items to our US warehouse partner location in Massachusetts.
International Returns & Exchanges: For all countries outside of the US, you will be returning your items to Bulgaria, EU, where our warehouse and atelier are located. We offer a discounted shipping option via DHL for both returns and exchanges, which is usually less expensive and faster than tracked shipping options offered through the postal service. Please visit our returns portal to contact us with the items you'd like to return/exchange, and we'll send return instructions as well as the link to purchase our DHL service if you're interested. Note—DHL does not operate in all areas, in which case they may arrange for a local subcontractor to collect the package.
Exchanges: We offer one size and/or color exchange per garment. Visit our returns portal and follow the directions to mail back your item, and we'll process your request if the item is both available and eligible. We're happy to send your replacement item for no additional shipping charge upon receiving your item for exchange and will email your tracking information once the new item is on its way. If the item you requested for exchange is not available, we will issue a refund for the item.
Guidelines for Returns & Exchanges:
- Any desired exchange or return to Marcella must be postmarked within 30 days of the date of delivery as indicated by your tracking information.
- Merchandise must have all tags attached and must be in its original and unworn condition. A $10 charge applies to all products requiring special handling.
- Shoes must be returned in the original shoe box. Boxes are an important part of the product presentation and must be returned undamaged, along with the shoes (no scuffs, or marks).
- Regular sale items may be returned or exchanged. "Clearance" items or "End of Season Sale" items, however, may not be exchanged and can only be returned for store credit.
- "Final Sale" items are not eligible for return or exchange. Please note that all masks, filters, and mask accessories are also considered final sale, as they are not eligible for any type of return or exchange due to health and safety reasons.
- Custom garments are not eligible for return or exchange.
- Original shipping charges, as well as the shipping charges incurred by you to mail the garments back to us, are non-refundable.
- Please understand that we cannot be responsible for any postal or courier service losing any return or exchange on its way back to us and, unfortunately, would not be able to reimburse you in that case.
- We're only able to process exchanges for the same item in a new size or color (depending on availability) and cannot process exchanges for two different garments. Any such requests would instead be processed as a return.
- Please ensure that your package only includes the items listed in the approved return or exchange, and we ask that you refrain from combining returns from multiple orders unless approved by our team. Consolidating items from different orders will not only slow down the processing time of your refund or exchange but could prevent us from being able to receive or process it due.
- In the rare event that the courier is unable to successfully deliver a package to a customer at the address provided and instead returns the package to Marcella, regrettably, we'll need to charge a $20 restocking fee to compensate for the time and expense to us of processing the package's return.
- Viewing itself as part of a global community, Marcella complies with all laws and regulations in the countries in which we sell. This commitment includes sending all garments with proper customs documentation, a responsibility we undertake not only to be ethical but also to protect our customers from possibly facing steep fines in their home countries.
- In most countries we ship to, there are no customs duties/fees associated with any purchase from Marcella, but we do provide a list of countries in which a customer may need to pay such additional fees on our shipping policy page, as well as in our order confirmation emails. If a customer refuses payment or otherwise declines delivery of the package from the courier, we'll need to charge a $20 restocking fee to compensate for the time and expense to us of processing the package's return to our company. Any customs duties/fees are non-refundable.
- If you received a free tote bag with your order, no need to return it with your items—please feel free to keep it as our gift to you.
Processing Your Return or Exchange:
Once received, we will issue your refund for the returned garment within 14 business days. If you have requested an exchange, we'll send your replacement as soon as possible after receiving your return package, subject to availability. If the item you've requested is no longer available, we'll instead refund you for the item you've returned to us within 14 business days.
Courier delays sometimes prevent us from receiving the package as originally scheduled, so to help us serve you efficiently, please allow the full 14 business days from the delivery date shown on your return's tracking information prior to submitting a follow-up request.
Instructions for US Returns & Exchanges
- Packages sent within the US are typically received within approximately one week, but please keep in mind that delays are possible.
For customers located within the US, please follow the link on our returns page to initiate a return or exchange on your item(s).
- From our US returns page, please follow the prompts and complete your selections, to purchase a return shipping label to print.
- Please make sure all items for return or exchange are in new, unworn condition with all tags attached before submitting your request.
- Use your return label and packing slip to return your order to our warehouse partner in Massachusetts for processing. All returns must be shipped within 30 days of your original order's delivery.
Instructions for International Returns & Exchanges
- If you decide not to take advantage of our DHL return option, please send your return with your country's governmental postal service with a tracking number to ensure your package's safe arrival. We ask that you refrain from arranging your own shipping with an international courier such as DHL, FedEx, UPS, TNT, etc., as international couriers charge a customs processing fee of about $50 USD with such global shipments. Please note that in this event, we would need to pass along any such fee to you in order to process your exchange/return.
- If you're arranging your own return shipping method, on your customs declaration form, please be sure to reference the order number of your invoice and the exact amount paid (excluding shipping costs) for the specific items you plan to return or exchange. Unfortunately, failure to do so may result in significant penalties from customs authorities, and the customer would be responsible for any additional resulting charges.
- Depending on the shipping method and country of origin, return packages could take 1-4 weeks to reach Bulgaria, and might require additional processing time at customs before we can receive them.
For customers outside of the US, please visit our returns page and follow the instructions to initiate a return or exchange.
- We'll respond to your message with return directions, along with a link to purchase if you would like to take advantage of our DHL pickup option for your return. If you choose to use this service, once we receive your payment, we will complete the required documents for you and will share them via email within the following business day, after which DHL will contact you to finalize pickup details.
- If you do not wish to take advantage of our discounted DHL pickup option, you may use the following address to mail your return/exchange through the postal service: Arise Co. (Marcella) 43 Cherni Vrah Blvd. Lozenets, Sofia 1407, Bulgaria. Please make sure Arise Co. is written as the addressee.
- Regardless of the method you choose, be sure to fill out the return form enclosed in your order and include it in your package for shipment to help us process your return/exchange. Please make sure to follow the directions on the form and that all garments are mailed in new and unworn condition within 30 days of delivery.
Questions? Please contact us.