Shipping Policy
Shipping Methods
US Standard Shipping (USPS or FedEx): Free on orders over $99 USD. Arrives in 2-8 business days after shipment. Orders under $99 USD ship for a flat rate of $9.90 USD.
Canada Standard Shipping (DHL Express or FedEx): Free on orders over $120 CAD. Arrives in 2-4 business days after shipment. Orders under $120 CAD are charged at checkout, depending on items and shipping address.
Outside North America Standard Shipping (DHL Express): All orders are charged for shipping, taxes, and duties at checkout, depending on items and shipping address.
Order Processing Time
Processing times vary by item, availability, and whether the item is made-to-order. Many styles are produced in our European atelier (in service of Marcella’s sustainability pledge), so processing times can fluctuate depending on current demand. We aim to ship all orders as quickly as possible and within the 5-10 business day timeframe.
Please note: Processing time is separate from shipping time, and all timeframes refer to business days, excluding weekends and holidays.
Preorder Items
Items marked as preorder will ship once they become available, typically within 3-4 weeks of your order date. For the most accurate ship date, refer to the individual product page. If your order contains both in-stock and preorder items, the entire order will ship together once all items are available.
Package Protection
We highly recommend purchasing our optional package protection through Navidium at checkout! By choosing Navidium, 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, damaged in-transit, or returned to us, you’ll be able to easily file a claim with Navidium and receive a replacement or be fully reimbursed. Navidium also offsets any carbon emissions associated with delivery through their carbon offset program for all insured packages, making shipping 100% carbon neutral!*
Please note: Navidium insurance does not apply to return or exchange packages.
To place an order without package protection, click the "Checkout without protection" link located below the Checkout Button in your cart.
Order Tracking
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 availability, so that we can get you in-stock items ASAP! If your order contains multiple items that ship separately, you will receive individual confirmation emails with updated tracking information as each remaining item is dispatched.
You can also log into your Marcella account to view the fulfillment status and tracking information for your order.
Signature Requirement and Delivery Preferences
Orders shipped via USPS and FedEx 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 will not be able to issue a refund for any items shipped prior to processing your request for changes.
Kindly note that if your order does not include Navidium Package Protection 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.
Editing or Canceling Orders
If you need to make a change to your order, please contact us as soon as possible. We’ll do our best to accommodate requests made before your order is processed.
Once an order is marked as shipped and a tracking number has been issued, we are unable to make changes, refund or cancel the order. We are not responsible for orders placed with incorrect shipping addresses. If you need to make further updates after your order has been shipped, we advise that you contact the carrier.
U.S. Postal Service: 1-800-222-1811
FedEx: 1-800-463-3339
If you'd like to return or exchange an item once received, please visit our Returns Page for information on our 30-day return policy.
Denied & Returned Shipments
If your order is refused upon delivery or returned to us by the courier for any reason, a $20 USD restocking fee will be deducted from your refund if the order does not include Navidium Package Protection. This fee covers the time and expense associated with processing the package's return.
Lost, Damaged, & Stolen Packages
We understand how important it is for your order to arrive safely. While we carefully prepare every shipment, once it’s in transit, delivery issues can occasionally occur.
If you choose not to add Navidium Package Protection to your order, we cannot assume responsibility for any delays, losses, theft, or damage that occur during transit. In such cases, we recommend contacting the courier directly, as they are best equipped to investigate and resolve the matter.
Customs Duties & Fees
Some countries may charge additional customs duties or import fees, which are the responsibility of the customer. While we are not global customs experts, we do our best to inform customers about the possibility of such charges in advance. For your convenience, we’ve provided some general location-based estimates below for reference.
< 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
Shipping Locations
We ship to: Australia, Brazil, Canada, Israel, Japan, Kuwait, New Zealand, Norway, Qatar, Saudi Arabia, Switzerland, Turkey, U.A.E, United States.
Shopping from the UK? Please visit our UK site at marcellashop.com!