How fast are orders processed?
Your order will be made, wrapped with love, and sent on its way from Europe. All orders will be shipped via express mail with a tracking number and will travel for about 2-4 days. If we have the garment(s) in stock, it will be shipped within two (2) business days. We could ship it immediately, but we'd like to give you the option to change/cancel your order within 24 hours. If we don't have the garment(s) in stock, our talented team will start making your order and we typically aim to ship it within five (5) business days. From the day you place an order, you'll receive it in approximately:
- U.S. / Canada - within 1-2 weeks
- Asia - within 2-3 weeks
- EU countries - within 2-4 business days
- All other ends of the world - within 3 weeks
Can I update/cancel my order or change my address?
We can update your order or change your address as long as we haven’t mailed the order already. We aim to ship orders immediately if we have the items on stock or within 1-5 business days if we have to make the items. We’re not able to accept cancellations after this time. Thank you for your understanding!
What are your shipping methods and how long do they take?
All orders will be shipped with Express courier services from Bulgaria, EU. Please provide your phone number at checkout. The courier will contact you if they are not able to deliver your order for some reason, and you will be able to coordinate a delivery with them directly. Once we ship the order, it will take approximately:
- U.S. / Canada: 2-4 business days
- Europe: 2-4 business days
- Asia: 2-5 business days
- Everywhere else: 2-6 business days
How fast is the shipping? Should I order express shipping?
Our standard shipping times are approximately 3-5 days to Europe, 3-8 days to the US/Canada, and 5-15 days to the rest of the world.
We now offer the opportunity to upgrade your shipping for express delivery via DHL Express!
Please allow 2-5 business days for us to prepare your order prior to shipping. Once shipped, your order will be sent with a tracking number and signature requirement, and you would receive it within the following timeframe:
- US/Canada – within 2-3 days (standard shipping option)
- Europe – within 2-3 days
- The rest of the world – within 3-5 days
Any package with a total weight of over 4.4 lbs (or 2 kg) will automatically be upgraded to DHL Express at no additional charge.
Learn more here: https://www.marcellamodanyc.com/pages/shipping-policy
How much does shipping cost?
Shipping varies by country and the garment(s) type. If you add the piece(s) to your shopping cart, you'll see the specific costs and combined shipping discounts before you check out.
Do you ship internationally?
Yes, we do have shipping to: Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, United Kingdom, United States, U.A.E. Colombia, Saudi Arabia, Australia, and Taiwan.
Where can I find my tracking number?
We will send you your package’s tracking number in a shipping confirmation email once your order leaves our warehouse.
Will I have to pay customs and duties?
Some countries charge additional customs and duties, and customers are responsible for any such charges. We are occasionally asked if we can send packages as gifts to avoid such charges, as we understand certain other businesses do. To be clear, this is an illegal practice and may additionally subject you, as the customer, to penalties and fines in your own country. Regardless, as a business that strives to be ethical, we are not able to mark your items as gifts with low value on customs forms.
What size am I?
Sizing varies between our items, so we recommend using our size chart to determine the best fit. There’s also additional information within each listing’s details in terms of fabric stretch, overall fit, etc. You could also send us a note to firstname.lastname@example.org. We’ll be happy to help.
Will you be offering more sizes?
We currently offer sizes XS, S, M, L, XL, XXL in most garments. We are not able to offer customizations for petite figures at the moment.
Could You Help Me Choose a Size?
Yes, buying online can be tricky and sometimes a bit frustrating in terms of choosing the right size. We're here to help. Drop us a line at email@example.com with your questions.
Even though we don't accept customized orders, we can help you with some general advice. For example, our jersey and ponte garments are quite stretchy, so we usually recommend sizing down when in doubt.
We wish we could have you try our garments in person, but since this is not an option as of now, just drop us a note and we'll do our best to guide you in the right direction.
Can you customize a garment for me?
We apologize for the inconvenience, but we are not able to accept fully customized orders at this time. We could do a shortening or lengthening of some of our non-asymmetric designs, so please reach out with an inquiry. If we’re able to make the custom order for you, we wouldn’t be able to accept a possible return/exchange request. Many of our garments are made of high-stretch fabric, which allows for flexible sizing, but still, drop us a note to help you with your choice.
What is your return/exchange policy?
We’re sorry your order is anything less than perfect! Any desired exchange or return to Marcellamoda must be postmarked within 30 days of your originally receiving it.
Within 14 days of receiving your order, please contact us at firstname.lastname@example.org and inform us of your order number and the names of the exact item(s) you plan to exchange/return. Within 30 days of receiving the order, mail the garment(s) in their original, unworn condition.
Please fill out the return form enclosed in your order to help us process your return/exchange as quickly as possible. We appreciate your understanding - we would not be able to reimburse you for your return shipping cost as we try to keep our prices relatively low. For more information, please read our Return Policy.
We recommend using a first class or priority mail option with a tracking number to ensure the package’s safe arrival. Please be mindful that we wouldn’t be able to assist with the mailing expense you incur to mail the garment(s) back to us in Europe and wouldn’t provide a return label.
When mailing us any exchange/return, in the process of filling out the customs declaration at your local governmental postal service, please be sure to reference the order number of your invoice and the exact amount paid (net of shipping) for the specific item(s) you plan to return or exchange. Unfortunately, failure to do so may result in significant charges associated with your return or exchange on the part of the U.S. and/or E.U. customs.
When can I expect my refund?
We will reimburse you within five (5) business days of receiving your return and for exchanges, we will mail the replacement as fast as possible and will send you a note with the tracking number.
What if my items are damaged, defective, or incorrect?
If you have received a damaged, defective, or incorrect item, contact us through our contact form with a photo of the damage, or the wrong item you received, as well as your order number. We’ll take care of you!
What forms of payment do you take and what currency are your prices in?
We accept payments from Visa, Mastercard, Discover and American Express (in Australia).
We also accept payments via PayPal.
What does Clearance mean?
All items marked “Clearance” have been reduced in price and cannot be returned for a refund or exchanged for a different size, color, or style. We understand that buying clearance items can be tricky, so if you have any questions about sizing, fit, or fabric, please reach out to us before placing your order.
Can I return clearance items?
Clearance items (any item on sale for more than 20% off) may not be exchanged and only returned for store credit.
What is the difference between a Sale and a Clearance item?
Regular sale items may be returned or exchanged. Clearance items (any item on sale for more than 20% off) may not be exchanged and only returned for store credit.
Something I ordered is now on sale? Will you match the new price?
Sorry, price adjustments will not be done for items with a reduced price. We only offer sales for a limited time, so by buying early, you ensure that you get the style in the color and size you want.
Do you offer gift cards?
We currently offer physical gift cards and e-gift card. You can find them here.
Can you gift wrap my order?
All designs are gift-ready, wrapped with love. Just let us know if you want us to include a gift message. Simply include it within the special instructions box at checkout or contact us. We will also include a gift invoice.
We have special cards to include with your package - including Happy Birthday, Happy Holidays, Get Better - ready for your message of love and positive thoughts.
Interested in selling Marcellamoda?
We work with boutiques around the world and would love to potentially partner with you. You can find more information here.