Shipping Policy
Notice of 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.
Shipping Methods
Standard Shipping (DHL Economy Select): Free on orders over £99. Arrives in 2-7 business days after shipment. Orders under £99 ship for a flat rate of £8.
Expedited Shipping (DHL Express): Flat rate of £30 for select styles, as indicated on product pages. Arrives in 2 business days after shipment.
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.
Signature Requirements & Delivery Preferences
DHL Orders: These require a signature by default. If you’d like to waive this requirement, you can do so directly through DHL’s tracking link. You can also update your delivery preferences before your package arrives. DHL does not deliver to PO, APO, or DPO addresses.
Please note: If you waive the signature, Marcella cannot be held responsible for lost, stolen, or misdelivered packages. We’re happy to help escalate issues with the courier, but we won’t be able to provide refunds or replacements.
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 or cancel the order. We are not responsible for orders placed with incorrect shipping addresses.
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 due to an incomplete or incorrect address, a £20 restocking fee will be deducted from your refund to cover the cost of processing the 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 the signature requirement was waived, we are not able to provide a refund or replacement in the event of loss, theft, or damage. In these cases, we recommend reaching out to the courier directly. We’re always happy to assist in providing documentation or escalating a claim from our side.
Customs Duties & Fees
All applicable customs duties, VAT, and import fees are calculated at checkout and collected as part of your order total. You should not be charged any additional fees upon delivery.
Please contact us at support.uk@marcellashop.com if you have any further questions!