My Bag

Close

FAQ








How fast are orders processed?

Your order will be made, wrapped with love and sent on its way from Europe.

Depending on whether you selected our standard shipping option or the express upgrade, you could expect to receive your order in hand (including any necessary production and shipping time) within the following ranges of time:

    STANDARD SHIPPING
  • (including the time for making and processing your order)
  • U.S. / Canada - within 9-15 days
  • Europe – within 5-12 days
  • The rest of the world – within 12 – 22 days
    DHL EXPRESS SHIPPING
  • (including the time for making and processing your order)
  • US/Canada – within 3-8 days
  • Europe – within 3-8 days
  • The rest of the world – within 4-8 days

Our standard shipping is through the German Postal Services. You’ll receive your order with a tracking number, which we’ll send to you once we ship your package.

Our express shipping option is through DHL. With DHL, you’ll receive your order with a tracking number as well, but please include your phone number in the note at checkout so that DHL can send you a text message with an option to waive the signature requirement as well as reschedule your delivery if necessary.

Please note that 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.

If you are unsure whether your order will qualify for an automatic upgrade, and you would like to be certain that your order is sent with DHL Express, please upgrade your shipping at checkout. If your order meets our requirements for an automatic upgrade, we will send you a courtesy note to confirm, and will issue a refund for the upgrade fees before your order is shipped.


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 at this time. Thank you for your understanding!

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 are your shipping methods and how long do they take?

If you select standard shipping, your order will be shipped with the German Postal Services.

If you purchased a shipping upgrade, or if your order exceeds a total weight of 4.4lbs (2kg), your order will be shipped with DHL Express.

All orders are shipped from Bulgaria, EU and will include a tracking number.

Our standard shipping times are approximately 3-5 days to Europe, and 8 – 11 days to the US and Canada and 9 – 13 days to all other locations.

We also offer the opportunity to upgrade your shipping for express delivery at checkout. All upgraded orders will be sent with DHL Express courier services and will travel for approximately 2-4 business days.

Please allow 2-5 additional business days for us to prepare your order before it is shipped.

Depending on whether you select our standard shipping option or the express upgrade, you could expect to receive your order in hand (including any necessary production and shipping time) within the following ranges of time:

    STANDARD SHIPPING
  • (including the time for making and processing your order)
  • U.S. / Canada - within 9-15 days
  • Europe – within 5-12 days
  • The rest of the world – within 12 – 22 days
    DHL EXPRESS SHIPPING
  • (including the time for making and processing your order)
  • US/Canada – within 3-8 days
  • Europe – within 3-8 days
  • The rest of the world – within 4-8 days

Please note that all DHL Express orders, and all orders with standard shipping that are $250 or greater, will automatically include a signature requirement. Please review our shipping policy page HERE for more information about our shipping policy.


How much does shipping cost?

Shipping varies by country and by type of the garment(s). If you add the piece(s) to your shopping cart, you'll see the specific costs and associated, combined shipping discounts before checking out. You will also have the option to upgrade your shipping for an additional fee per garment – in this event, you will also enjoy an automatic, combined shipping discount.

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, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, United Kingdom, United States, U.A.E. Colombia, Saudi Arabia, Australia, 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 support@marcellamodanyc.com. 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 support@marcellamodanyc.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 support@marcellamodanyc.com 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.

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 convo us. We will also include a gift invoice.

We have special cards to include with your package - 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.

Sale

Unavailable

Sold Out