Help & Faq
Ordering online from MARELLE is easy! When viewing an item, simply select your size and quantity needed and then click ‘Add to Cart’. You can review the items in your Cart at any time by clicking on the ‘My Cart’ icon in the top right corner of every page. Once you have reviewed the items in your shopping cart, you can either continue shopping or continue to checkout and place your order.
Once you have your selected items in your Cart, simply click the ‘Checkout’ button. You will then be prompted to either sign in to your account, checkout with PayPal or create an account. Next, choose your preferred shipping method and enter any discount codes or credit vouchers that you may want to use. Finally, you will be directed to complete your payment. A confirmation email will be sent to your registered email address containing the contents of your order.
Please allow up to 2 hours for your confirmation email to be received in your registered email address inbox. We recommend checking your Junk/Spam mail folder as well. If you do not receive a confirmation email within this time frame, simply send an email to our Customer Care team at email@example.com
If an error message keeps occurring during your checkout process, more often than not there is a credit card problem, or an error with the billing or shipping address you are trying to use. To fix this error, try re-formatting the names and addresses in your billing or shipping information. If the error message keeps re-occurring, please email our Customer Care team at firstname.lastname@example.org with a screenshot of the error as well as details of your browser, phone or computer so that our tech team can help you out even faster.
It is only possible to make a change to your order within 4 hours of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our customer care team (within 4 hours) at email@example.com with your change/cancellation request details included in the email. This will minimize the processing delay with your order due to the changes being made.
It is possible to update your billing address by logging into your account and selecting the ‘My Account’ tab in the top right corner. Proceed to the ‘Details’ tab where you can then manually update your billing address as required. Please note that changing your Billing address does NOT update your shipping address. All shipping address changes must be made within 4 hours of an order being placed by emailing our Customer Care team at firstname.lastname@example.org . Changes to your shipping address can only be made if your order has not been shipped.
We have a size guide for you to follow, but if you have specific questions about an item that are not already mentioned in the “Details” section, please contact our Customer Care team at email@example.com and we’ll be more than happy to provide you with extra information to make your purchase easier.
What you may be seeing is an authorization. This is a common bank practice when handling credit card transactions, to ensure sufficient funds and account authenticity. This authorization will clear and you will see only one charge for the order you have placed. Please note that your bank may take up to 48 hours to clear the authorization. If you need help speeding up the process, you can contact your bank to assist you. Unfortunately, as this is a bank procedure, we cannot assist with authorisation clearances. If you’ve received two confirmation emails with two different order numbers, then it looks like a duplicate order has been placed. Please email firstname.lastname@example.org immediately in this situation so that we can cancel and refund your duplicate order right away.
All orders that have been cancelled before being shipped will be refunded in full to your credit card. Unfortunately, we are not able to cancel an order after it has already been shipped. You are more than welcome to return your items for a refund/return as per our Returns Policy.
Creating an account with MARELLE allows you to purchase items, manage your shopping cart, create your wish list, and receive our emails! MARELLE emails notify you of all of our latest arrivals, upcoming sales and promotions and other exclusive offers. To ensure that you do not miss out on any new arrivals or special discounts, create your account HERE.
Simply sign into your account and select “View My Order Status”. By doing this, you can check the status of your order and see when your package has been shipped.
You will receive a confirmation email once your order has been shipped that contains your tracking information. If you have not received a shipping confirmation email, please check your Junk Mail or Spam folder, as it may have been received there. Please also note that tracking information is sent via email at 3pm on the day that orders are shipped out. For domestic orders, please allow one to two business days from the date of shipment for your parcel to arrive. For international orders, please refer to our shipping page here.
Tracking updates are only available for certain countries. Please allow some time for your parcel to be processed through your national customs department before you can expect tracking updates to appear on your national postal service website. Please contact your local post office for further details if tracking is not available online in your destination country. Please also note that shipment delays due to Covid are unpredictable and are unfortunately out of our hands, however we will do our very best to help you as much as we can.
You can view PRE-ORDER items that we will be restocking after your order.
There are no returns, exchanges or refunds available on sale items. All sale items are sold as final sale only. Please refer to our Returns Policy at our Customer Care page for further details.
Unfortunately there is only a showroom in Thessaloniki, Greece so only those of you who are in the city can visit our showroom after contacting e-mail / phone / direct message ! For the rest of the world, we are based online only. We’ve made shopping from your home easy and we deliver right to your door at the click of a button.
You certainly can! All full priced items that are valid for a Return as per our Returns Policy can be returned via post office. You can also exchange full priced items for an alternate size if the style and size is available in store at the time.
The MARELLE label is designed and created in GREECE with our very own design team, down to the unique, exclusive prints and details. We work closely with ourfactories to make sure that we bring you the very best quality of items for the best prices that we can achieve for you.