Frequently Asked Questions
Last updated: Today 2026
Below you will find answers to frequently asked questions about ordering from Marabelle London.
How Long Does Delivery Take?
Orders are normally processed within 1–3 working days.
Once your order has been dispatched, delivery usually takes 3–7 working days.
Delivery times are estimates and may occasionally be affected by courier delays, customs inspections, busy promotional periods, UK bank holidays, incorrect delivery information or other circumstances outside our reasonable control.
Where Is My Order Dispatched From?
Some orders are dispatched directly by our trusted suppliers and fulfilment partners.
These suppliers may be located outside the United Kingdom, including in China.
Direct supplier fulfilment helps reduce unnecessary handling by allowing products to be sent directly from the supplier to your delivery address.
Where your order contains multiple products, they may occasionally arrive in separate parcels.
Do You Offer Free Delivery?
Yes. We offer free standard delivery throughout the United Kingdom, unless stated otherwise during checkout.
Will I Receive Tracking Information?
Where tracking is available, you will receive tracking details by email after your order has been dispatched.
Please allow a short period for the tracking information to become active after receiving your dispatch confirmation.
Can I Change My Delivery Address?
Please check your delivery information carefully before placing your order.
Should you notice an error, contact us as soon as possible at:
We will make every reasonable effort to amend your delivery details. However, once an order has been processed or dispatched, changing the address may no longer be possible.
Do You Accept Returns?
Yes. Marabelle London offers a 30-day money-back guarantee.
Please contact us within 30 calendar days of receiving your order to request a return.
Our voluntary 30-day guarantee is offered in addition to your statutory consumer rights.
For most eligible products purchased online, you also have a statutory right to notify us that you wish to cancel within 14 calendar days of receiving your order. After notifying us, you must normally return the goods within a further 14 calendar days.
Certain products may be excluded from cancellation or return rights, including personalised products and certain unsealed hygiene-related products.
How Do I Request a Return?
To request a return, email:
Please include:
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Your full name
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Your order number
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The email address used to place the order
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The product you wish to return
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The reason for the return
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Clear photographs or videos if the product is damaged, faulty or incorrect
Please contact us before returning a product. We will review your request and provide the correct return instructions and return address.
Do not send a return to the address shown on the original parcel unless we specifically instruct you to do so.
Where Should I Send My Return?
The correct return address depends on the product and fulfilment partner.
In some cases, an approved return must be sent directly to our supplier or return facility, which may be located outside the United Kingdom, including in China.
We will provide the applicable return address and instructions after reviewing your request.
Who Pays the Return Delivery Costs?
For change-of-mind returns, voluntary size or colour changes and unwanted products, you are normally responsible for arranging and paying the direct return delivery costs.
Where the approved return address is outside the United Kingdom, you may be responsible for international return postage. This will be explained in the return instructions.
Where a product is confirmed to be faulty, damaged, incorrectly supplied or not as described, Marabelle London will cover reasonable return delivery costs or provide an appropriate return arrangement.
Nothing in this section limits your statutory consumer rights.
Do I Need to Use Tracked Delivery?
We strongly recommend using a tracked delivery service for any return you arrange yourself.
Please retain your postage receipt and tracking information until your return and refund have been completed.
For change-of-mind returns, we may withhold the refund until the returned product has been received or you provide satisfactory evidence that it has been sent.
What Condition Must a Returned Product Be In?
For a full refund under our voluntary 30-day money-back guarantee, products should normally be returned:
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Unworn
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Unwashed
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Unused
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In their original condition
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With the original labels, tags and packaging, where reasonably possible
You may inspect a product in the same way that you would reasonably inspect it in a physical shop.
We may reduce a refund where a product has lost value because it was handled beyond what was reasonably necessary to inspect it.
Products showing signs of wear, washing, perfume, stains, make-up, damage or alterations may not qualify for a full refund under our voluntary guarantee.
This does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.
When Will I Receive My Refund?
Once your return has been received and approved, we will issue the refund to the original payment method.
Where you exercise your statutory right to cancel, refunds will be issued within the period required by applicable UK consumer law.
After we issue your refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
Can My Refund Be Sent to Another Payment Method?
Refunds are normally issued only to the original payment method used for the order.
For security reasons, we cannot normally issue a refund to another card, bank account, payment provider or person.
What Should I Do If My Product Is Faulty, Damaged or Incorrect?
Please contact us as soon as possible at:
Include:
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Your full name
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Your order number
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A description of the issue
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Clear photographs or videos of the product
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Photographs of the packaging and delivery label, where relevant
We will review the issue and provide an appropriate solution.
Depending on the circumstances and your statutory rights, this may include a repair, replacement, price reduction or refund.
What If My Tracking Shows Delivered but I Have Not Received My Parcel?
Please first check:
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With other members of your household
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With your neighbours
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Around your property or designated safe place
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With your local Royal Mail delivery office
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Directly with the delivery company
Should you still be unable to locate your parcel, contact us at:
Please include your full name, order number and tracking number so that we can review the delivery information.
Can I Cancel or Change My Order?
Contact us as soon as possible at:
Where your order has not yet been processed or dispatched, we will make every reasonable effort to cancel or amend it.
Once an order has been processed or dispatched, cancellation or changes may no longer be possible. You may still be able to return the product after delivery in accordance with our Returns and Refund Policy and your statutory rights.
What Payment Methods Do You Accept?
We accept the secure payment methods shown during checkout.
Depending on availability, these may include:
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Credit or debit cards
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Apple Pay
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Google Pay
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Shop Pay
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PayPal
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Other payment methods displayed during checkout
Unless stated otherwise, prices are displayed in pounds sterling (GBP).
How Can I Contact Marabelle London?
For questions concerning an order, delivery, return, refund, payment or product, contact:
Marabelle London
Email: info@marabellelondon.com
Website: marabellelondon.com
Please include your full name, order number and a clear description of your enquiry so that we can assist you efficiently.