Notice on Potential Shipping & Delivery Delays
As a company, Marcella does everything it can to expedite all orders, but we are not responsible for delays experienced on occasion by couriers once orders have been marked shipped and/or are in transit.
DHL Shipping & Delivery Delays, please check here.
USPS Shipping & Delivery Delays, please check here.
FedEx Shipping & Delivery Delays, please check here.
All apparel orders to the US & Canada will automatically be shipped via DHL Express or via USPS, depending on which company warehouse the item(s) ships from (based on availability). Orders shipped via DHL Express generally arrive within 2-4 days, once shipped. Orders shipped via USPS generally arrive within 2-7 days, once shipped.
International orders (to countries outside of the US & Canada) will automatically ship via DHL Express and generally arrive within 2-7 days once shipped.
US mask orders placed with a standard shipping option ship via USPS First Class Mail and generally arrive within 2-7 days, once shipped.
What is your order processing time?
Our typical order processing time varies based on item, availability, and preorder status. Many of our items are made to order in our European atelier, so processing times can fluctuate a bit depending on current demand. We aim to ship all orders as quickly as possible, but please keep in mind that orders placed during sales events may take longer to arrive due to high demand. Please note that processing time does not include the additional time it will take to ship and deliver your package.
Please note that all of our delivery and processing estimates are stated in business days and do not include weekends or observed holidays. Shipping times vary based on the item(s) ordered and the shipping method selected.
Please note that there can be courier delays that are out of our control, and for instances where this is the case, we suggest you contact the carrier as we respectfully won't be able to offer any resolution from our side.
How much does shipping cost?
We offer free standard shipping on all US orders over $75! For all other orders, shipping costs vary by country, garment type, and quantity. You'll be able to preview the specific costs before you check out by adding the desired items to your shopping cart.
Do you offer expedited shipping?
Expedited shipping is now available on select designs for a flat rate of $18.90. Expedited orders will be processed and shipped with priority, so your order is on its way to you as fast as possible. Expedited shipping upgrades are not available for masks or mask products.
For standard delivery, all apparel orders to the US & Canada will automatically ship via DHL Express or ship domestically via USPS or FedEx, depending on availability. International apparel orders will automatically ship via DHL Express.
US mask will automatically ship via USPS. For customers in all other countries, masks will automatically ship via DHL Express.
What does it mean if an item is on preorder?
Preorder items will ship once they become available. Generally, this is within a 3-4 week timeframe from the date your order was placed but can vary based on item and availability. For the most accurate information, please see the listing of the specific item you wish to purchase for estimated shipping dates. If your order contains a preorder item, your entire order will ship once all items become available for shipment.
How Can I Protect My Package?
We highly recommend purchasing our optional insurance through Route at checkout! By choosing Route, you can rest assured that your newest Marcella pieces are protected on their way to your door. In the unfortunate event that your package is lost, stolen, or damaged in-transit, you’ll be able to easily file a claim with Route and receive a replacement or be fully reimbursed. Route also offsets any carbon emissions associated with delivery through their carbon offset program for all insured packages, making shipping 100% carbon neutral!*
*Route insurance does not apply to return or exchange packages
How do I track my order?
Once your order ships, you will receive a confirmation email containing a tracking number and expected delivery date. Please keep in mind that if you've ordered multiple items, they may be shipped separately depending on origin and availability, just so we can get you in-stock items ASAP! All items ship with a tracking number, and if the items in your order are shipped separately, you'll receive a separate confirmation email with updated tracking information once any remaining items from your order have shipped.
If you choose to insure your package, you can also track your package via the additional order confirmation email you receive through Route. You can also track your order through the Route App, or choose to track directly through Route’s site.
You can also log into your Marcella account to view the fulfillment status and tracking information for your order.
All orders are automatically shipped with a tracking number regardless of the shipping method. All orders via DHL Express ship with a signature requirement.
Signature Requirement and Delivery Preferences
Orders shipped via DHL Express will automatically include a signature requirement, so please arrange delivery at a location where you or someone you trust will be sure to be during daytime hours. We recommend taking advantage of the signature requirement option for a more secure delivery, but if you wish to waive the requirement, you may do so directly through DHL prior to delivery. You will also have the option to edit your delivery preferences up through the date of delivery if desired. DHL is not able to deliver to PO, APO, or DPO addresses.
Orders shipped via USPS will not include a signature requirement, and we recommend you choose a secure delivery address such as your place of employment, a trusted friend who could receive the package during delivery hours, etc. Please note that we cannot edit the shipping and delivery details of any orders shipped with USPS once shipped. Please contact us immediately after placing your order if you wish to make any changes, and we will do our best to accommodate you if possible. We would not be able to issue a refund for any items shipped prior to processing your request for changes.
Kindly note that if your package is not insured through Route and the tracking number indicates that your package is delivered, we consider the package delivered. While we will do whatever we reasonably can to help escalate the issue with the courier, we respectfully won't offer any resolution on our side in this case. Please note that if you waive the signature requirement on your uninsured shipment, we cannot be held responsible for lost, stolen, or damaged packages.
Can I edit or cancel my order?
We do our best to accommodate your request to update your order or change your address prior to shipping your order. Please contact us immediately after placing your order if you wish to make any changes. Kindly note we would not be able to issue a refund for any items shipped prior to processing your request.
We’re not able to accept cancellations at this time. Thank you for your understanding!
Once your package is marked as shipped and a tracking number is created, please note that there will be no way for us to edit shipping and delivery details. We are not responsible for orders that are shipped to addresses that have been incorrectly provided to us. If you need to make further updates after your order has been shipped, we advise that you contact your carrier.
U.S. Postal Service: 1-800-222-1811
DHL Express: 1-800-225-5345
We cannot issue cancelations for any items that have shipped. Please visit our returns portal for more information on our 30-day return policy if you wish to send your items back to us for return or exchange once you receive them. If you wish to cancel your order or items within your order prior to shipment, please contact us, and we will do our best to accommodate you.
Denied & Returned Shipments
If the delivery of a package is declined upon arrival at the destination or in customs for any reason, we will charge a $20 restocking fee to compensate for the time and expense of processing the package's return.
Similarly, when the courier is unable to successfully deliver a package to the address provided and instead returns the package to us, regrettably, we will charge a $20 restocking fee to compensate for the time and expense of processing the package's return.
Lost, Damaged, & Stolen Packages
Though we always strive to provide a superior customer experience, mail couriers on occasion experience lost, stolen, and/or damaged packages. If you choose not to insure your package with Route, we cannot be responsible for the couriers and unfortunately would not be able to reimburse you for an uninsured package in the event that it is delayed, lost, stolen, or damaged. In this case, we'd recommend that you contact the courier directly as they are best positioned to remediate the issue. Please also note that if you waive the signature requirement for your order, we cannot be held responsible and will regrettably not be able to provide a refund or replacement for any uninsured packages that have had their signature waived.
Customs Duties & Fees
Some countries charge additional customs duties and fees and customers are responsible for any such charges. Although we are by no means global customs experts, we strive to make customers aware of the possibility of such duties and fees in advance and have included some general estimates by locations below for reference purposes.
< Canada: about 8-30%, depending on the province
< Australia: about 15%
< Israel: about 25%
< United Arab Emirates: about 5-10%
< Saudi Arabia: about 5-10%
< Qatar: about 5%
< Japan: 20-38% of your order value, depending on type of garment and garment material
We ship to: Australia, Brazil, Canada, Israel, Japan, Kuwait, New Zealand, Norway, Qatar, Saudi Arabia, Switzerland, Turkey, U.A.E, United States.
Ordering from the EU? Please contact us.