Return Policy
Need to exchange or return a garment from your order? Not a problem! We offer domestic returns for US customers through our website and in-store drop-off. For our Canadian customers, we offer return labels for $27 CAD. You’d be returning the product(s) to our US facility in Massachusetts. Please contact us to receive further return instructions. For our customers outside North America, we offer easy return pickups via DHL Express. Please see our guidelines below for more information on which items are eligible/ineligible for return or exchange.
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. We also accept return drop-offs at our new store on 2029 Fillmore St, San Francisco, CA 94115.
Canada Returns & Exchanges: Please contact us to receive further return instructions and to purchase a $27 CAD return label. You’d be returning the product(s) to our US facility in Massachusetts.
Outside of North America Returns & Exchanges: For all countries outside of North America, 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: US exchanges are quick and free, and you have the option to instantly receive your replacement before returning the original package for no additional shipping charge. Visit our returns portal and follow the directions to mail back your item(s). You can also exchange in our new store if the item is available.
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.
- Make sure to only use our pre-paid return labels so we can track your return. We are unable to refund lost returns using labels other than our own.
- 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.
- 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:
US Returns: You will be immediately reimbursed once the courier scans your return for shipment (if you choose our Happy Returns Bar option). If you choose to mail in your return with USPS/FedEx, you will be reimbursed once your return is delivered to our warehouse. If you choose to return your item(s) at our store, you will be immediately reimbursed. US exchanges are quick and free, and you have the option to instantly receive your replacement before returning the original package for no additional cost.
Canada Returns: You will be reimbursed approximately 7-10 business days after our US fulfillment team receives your return and approves the item(s). For exchanges, we will mail the replacement item, as soon as we receive the returned item(s).
Outside of North America Returns: You will be reimbursed approximately 7-10 business days after our fulfillment team receives your return and approves the item(s). For exchanges, we will mail the replacement item, as soon as we receive the returned item(s).
Instructions for US Returns & Exchanges
Please follow the link on our returns page to initiate a return or exchange on your item(s), or drop them off at our new store location.
Below are the three different return methods we offer.
Happy Returns Bar.
- From our US returns page, please follow the prompts and complete your selections.
- Please make sure all items for return or exchange are in new, unworn condition with all tags attached before submitting your request.
- We will email you a QR code to provide at your local Happy Returns Bar for $6.90. Without a QR code, they will not be able to accept your return.
- Click here to find a location near you
- Your refund, site credit, or exchange will be processed immediately upon drop-off or once your return has been scanned in by the carrier. From there, it usually takes between 3-7 business days for your refund to post to your account depending on who you bank with.
- If you experience issues starting your return online, please contact support@marcellanyc.com
Mail-In with Happy Returns
- Please make sure all items for return or exchange are in new, unworn condition with all tags attached before submitting your request.
- From our US returns page, please follow the prompts and complete your selections, to purchase a return shipping label to print.
- Print the return shipping label and packing slip provided with your order and mail in your return package. Each shipping label will incur an $8.90 shipping label fee. If you opt to receive a store credit or exchange, the shipping label fee will be waived.
- All returns must be shipped within 30 days of your original order's delivery.
- Your refund will be processed once your return arrives at our US warehouse. For site credits, your request will be processed once the return is in transit.
- For exchanges, you have the option to instantly receive your replacement before returning the original package for no additional cost. You'll have 14 days to return your original order until you'll be automatically charged for the exchange order.
In-Store Drop-off
- Our store teams can assist you with returns and exchanges. You'll need to provide the order number or email used to place the order. Please make sure all items for return or exchange are in new, unworn condition with all tags attached before visiting.
- Store inventory is limited, meaning if we don't have the item you need in store for an exchange, our team can help by placing an order to ship directly to your home address with free shipping. We offer one size and/or color exchange per item.
- You're also able to return items purchased in store by returning them via mail or at your local Happy Returns Bar. To start an online return for any in-store purchase(s), please visit our returns portal.
Instructions for Canada Returns & Exchanges
- 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 our return label. If you choose to use this service, once we receive your payment, we will complete the required label for you and will share them via email within the following business day.
- If you do not wish to take advantage of our discounted return label, 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 that our Customer Experience Team will email you 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.
Instructions for Returns & Exchanges Outside of North America
- 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. Be sure to provide the 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.
- 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.
- 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.
Questions? Please contact us.