Refund policy
Return & Refund Policy
At Marellamaison, we want you to feel confident when shopping with us. If your purchase isn't right for you, we're here to make the return process clear and straightforward.
Please review the information below to understand how returns and refunds work.
Return Window
We offer a 30-day return window. You have 30 days from the date your order is delivered to request a return.
Return requests submitted after 30 days from delivery are not eligible for return.
Return Eligible Conditions
To be eligible for a return, your item must meet the following conditions:
- The handbag must be unused and unworn.
- The item must be in its original condition.
- All original tags, accessories, and packaging must be included.
- The item must not show signs of use, damage, or alteration.
- Proof of purchase or your order confirmation must be provided.
Returns that do not meet these conditions may not be approved.
To start a return, please contact us first rather than sending the item back on your own.
Which Returns Aren't Accepted
We cannot accept returns for items that:
- Have been used or worn.
- Have been damaged after delivery.
- Have been altered or modified.
- Are missing the original tags, accessories, or packaging.
- Are submitted more than 30 days after delivery.
- Are sent back without prior return approval.
- Do not meet the return conditions outlined in this policy.
Damaged, Defective, or Incorrect Items:
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with your order number and photos of the item. We accept returns and exchanges for damaged, defective, or incorrect items, and will work with you to arrange a replacement, exchange, or full refund, at no additional cost to you.
Restocking Fee
Marellamaison does not charge a restocking fee on approved returns.
If your return is approved and meets the conditions of this policy, no additional restocking fee will be deducted from your refund.
Return Label
To request a return, please email our customer support team at admin@marellamaison.com and include your order number and the reason for your return.
Once your return request has been reviewed and approved, we will provide you with:
- A prepaid return shipping label
- The return address
- Instructions for preparing and sending your package
Please wait for return approval and instructions before sending your item.
The prepaid return label provided by Marellamaison should be used for approved returns. Customers should not send returns using their own shipping label unless our support team has specifically instructed them to do so.
Returns sent without prior approval or without following the return instructions may not be accepted or processed.
Refund Window
Once your returned item is received, we will review it to confirm that it meets the return requirements.
If the return is approved, your refund will be issued to the original payment method used for the purchase.
Approved refunds are typically processed within 10 days after the returned item has been received and the return has been approved.
After the refund is processed, your bank or payment provider may require additional time for the funds to appear in your account. The exact timing can vary depending on your payment provider.
Late or Delayed Refunds
If your refund has been approved and you have not received it after 15 days, please first check with your bank or payment provider, as processing times can vary.
If you have checked with your payment provider and still cannot locate the refund, please contact us at admin@marellamaison.com with your order details, and our customer support team will assist you.
Need Help?
If you have any questions about returns or refunds, please contact our customer support team.
Email: admin@marellamaison.com
We aim to respond to customer inquiries within 24 business hours and will do our best to assist you as quickly as possible.