Need to exchange or return a garment from your order? Not a problem! We’re sorry your order is anything less than perfect!
Happy holidays! We've extended our return/exchange window for the holiday season! Any order placed from November 22nd through the end of December, 2020 may be shipped back to us if postmarked by January 25th, 2020
For health and safety reasons, face masks and filters are ineligible for return or exchange. We thank you for your understanding! Please see the additional guidelines below for more information on which items are eligible/ineligible for return or exchange.
Once received, we will issue your refund for the returned garment within seven business days.
US RETURNS: Please visit https://marcellamodanyc.happyreturns.com/ 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.
INTERNATIONAL DISCOUNTED DHL RETURN SHIPPING OPTION: For either exchanges or returns, we are happy to offer a discounted return shipping option via DHL, which is usually less expensive and faster than shipping options with tracking offered through your governmental postal service. We can schedule the DHL return pickup service at a discounted rate of $35 USD. Please note that for all countries outside of the US, you will be returning your items to Bulgaria, EU where our warehouse and atelier are located.
EXCHANGES (US & INTERNATIONAL): We offer one size/color exchange per garment.
We’re happy to send your replacement item for no additional shipping charge upon receiving your item for exchange.
FOR INTERNATIONAL CUSTOMERS: Please contact us with the specific pieces you’d like to return/exchange, and we’ll send you a link to purchase the discounted DHL shipping. Please note that DHL does not operate in all areas, in which case they will arrange for a local subcontractor to collect the package.
If you do not wish to take advantage of our DHL pickup option, we recommend using a governmental postal service first class or priority mail option with a tracking number to ensure the package’s safe arrival. You can find further instructions on the return form included in your order.
MASKS: Please keep in mind that as we write in the listings, masks are ineligible for returns or exchanges due to health and safety reasons.
For returns or exchanges alike, please follow these instructions:
For customers located within the US, please visit https://marcellamodanyc.happyreturns.com/ to initiate a return or exchange on your item(s).
- Once you log into our site and complete your selections, you will be able to purchase a return shipping label to print.
- Use your return label to put your item in the mail to our warehouse partner in Massachusetts, and we will process your refund within seven business days of receiving your package.
- Please make sure all items for return/exchange are mailed in new and unworn condition with their hang tag attached within 30 days of receipt.
For all other customers, please contact us at firstname.lastname@example.org and inform us of your order number, and the names of the exact items you plan to exchange/return.
- We will respond to your message with a link to purchase if you would like to take advantage of our arranged DHL pickup option for your return. Once we receive your payment, we will complete the required documents for you and will share them via email within the following business day, and you will be contacted by DHL to finalize pickup details. If you’d prefer to arrange for your own return shipping, you may use the address below to mail your return/exchange.
- 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: Arise Co. (Marcellamoda) 43 Cherni Vrah Blvd. Lozenets, Sofia 1407, Bulgaria. Please make sure Arise Co. is written as the addressee.
- Regardless of the method you choose, kindly 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 for return/exchange are mailed in new and unworn condition within 30 days of receipt.
Additional guidelines for hassle-free returns and exchanges:
- Any desired exchange or return to Marcellamoda must be postmarked within 30 days of receipt.
- For customers outside of the US, should you decide not to take advantage of our DHL return option, we suggest that you send your return with your country's governmental postal service with a tracking number to ensure your package's safe arrival. We ask that you kindly refrain from arranging your own shipping using an international courier such as DHL, FedEx, UPS, TNT, etc. as intl' 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.
- Additionally, if you’re arranging your own return shipping, 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 penalties associated with your return or exchange on the part of customs authorities.
- 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.
- 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.
- Custom garments are not eligible for return or exchange.
- We will reimburse you within seven business days of receiving your return. For exchanges, we will mail the replacement as quickly as possible, and you will receive a follow-up email with a tracking number.
- Original shipping charges, as well as the shipping charges incurred by you to mail the garments back to us, are non-refundable.
- Kindly note that 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 they are received by us. Packages sent within the US are typically received within approximately one week, but please keep in mind that delays are possible. You will receive a tracking number from HappyReturns to track your shipment for your convenience.
- 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.
- We’re only able to process exchanges for the same item in a new size or color (depending on availability), and cannot process exchanges for two different garments. Any such requests would instead be processed as a return. Please note that we ask customers who are interested in exchanging one or more garments from their order to pay an additional flat fee of $10 for processing.
- Viewing itself as part of a global community, Marcellamoda 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.
- Please note that, in most countries in which we sell, there are no customs duties/fees associated with any purchase from MM. We do provide a list of countries in which a customer may need to pay customs duties/fees on our shop page, and in our order confirmation emails. If a customer is okay with the order pursuant to our note but later declines taking delivery of the package from the delivery courier, regrettably, we'll need to charge a $20 restocking fee for the package to compensate for the time and expense to us of processing the package's return to our company. Customs duties/fees are non-refundable.
- Similarly, on occasion, when the courier is unable to successfully deliver a package to a customer at the address provided and instead returns the package to Marcellamoda, 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.
- Please feel free to keep the tote bag you received. It's our small gift to you.
Please contact us at email@example.com with any questions! xoxo