All orders with apparel items are shipped from Bulgaria, EU. US orders with masks or mask accessories only will ship domestically from our fulfillment partner in Massachusetts, USA, subject to availability.
Due to the recent COVID-19 surge, order processing may be slightly delayed due to the safety protocols we maintain within our company's production and fulfillment teams. Courier services are also currently being impacted by COVID-19, causing additional delivery delays. We are doing everything we can as a company to expedite all orders, but Marcella is not responsible for delays experienced once orders have been marked shipped and/or are in transit.
FOR ALL US/CANADA ORDERS AND OTHER DHL SHIPMENTS: PLEASE, PROVIDE YOUR PHONE NUMBER AT CHECKOUT WITHIN THE NOTE TO SELLER. This will provide a way for DHL Express to contact you directly if there are any problems with the delivery.
All orders with apparel items to the US, as well as all orders to Canada, will automatically be shipped via DHL Express at no additional charge. For all other locations, depending on whether you selected our standard shipping option or the express upgrade, you could expect to receive your order within the following ranges of time from purchase:
STANDARD SHIPPING
including the time for making and processing your order
US (apparel orders) / Canada – within 1-3 weeks
Europe & the rest of the world – within 2-4 weeks
DHL EXPRESS SHIPPING UPGRADE
(automatically applied for US apparel orders and orders to Canada)
Europe & the rest of the world – within 1-3 weeks
PLEASE NOTE: Due to the recent COVID-19 surge, order processing may be slightly delayed due to the safety protocols we maintain within our company's production and fulfillment teams. Courier services are also currently being impacted by COVID-19, causing additional delivery delays. We are doing everything we can as a company to expedite all orders, but Marcella is not responsible for delays experienced once orders have been marked shipped and/or are in transit. Thanks for your understanding!
Our standard shipping for all countries outside the US and Canada is through the German Postal Service. You’ll receive your order with a tracking number, which we’ll send to you once we ship your package.
Our express shipping option, and shipping for Canada and US apparel orders, is through DHL Express. With DHL, you’ll receive your order with a tracking number as well, but please include your phone number in the note at checkout so that DHL can send you a text message with an option to waive the signature requirement as well as reschedule your delivery if necessary. Please note that any apparel package with a total weight of over 4.4 lbs (or 2 kg) will automatically be upgraded by us to DHL Express at no additional charge.
If you're sending your order as a gift, please note that due to documentation restrictions, only packages sent via DHL are eligible for a gift invoice, and that packages sent via Deutsche Post will display the order value.
Please note that there might be additional delays due to customs procedures and/or holidays.
• How much will shipping cost? Enjoy a combined shipping discount!
Shipping varies by country and by type of the garment. If you add the pieces to your shopping cart, you'll see the specific costs and associated, combined shipping discounts before checking out. Customers in Puerto Rico will be asked to pay an additional supplemental shipping fee of $15 once we've received your order.
You will also have the option to upgrade your shipping to DHL Express for one additional "upgrade" fee, no matter how many items in the order—in this event, you will also enjoy an automatic, combined shipping discount.
Kindly note that if you are located in the US or Canada, any apparel order will automatically be sent via DHL Express at no additional cost, so please be sure to only select “Standard” shipping at checkout.
• Do you offer an express shipping option? Can I pay for upgraded shipping for a faster delivery?
Yes! We offer the opportunity to upgrade your shipping for express delivery during checkout.
For US mask customers, your mask or mask accessories order would ship via USPS from our fulfillment partner in Massachusetts, or you may upgrade to FedEx 2-Day at checkout if desired.
All upgraded apparel orders will be sent with DHL Express courier services. You will only need to pay one additional upgrade fee per order for the express shipping option—no matter how many items in the order. You can preview the upgrade cost at checkout.
We have temporarily extended our order processing times due to high demand. Before we ship your order, please allow us up to 1-2 weeks to create and prepare your order. Once shipped via express shipping, your order will be sent with a tracking number and a signature requirement and you could expect to receive it within the following approximate ranges:
DHL EXPRESS SHIPPING
excluding the time for making and processing your order
US (apparel orders) / Canada – within 2-4 days*
Europe – within 2-4 days*
The rest of the world – within 3-5 days*
*These estimates are approximate based on typical delivery times. Kindly note that many couriers are currently experiencing delays and shipping/delivery times are not guaranteed.
You will be offered the opportunity to upgrade your shipping at checkout. We will automatically apply a combined shipping discount for the standard shipping rates (as well as the upgraded shipping fees) if you have more than one item in your order. If you would like to upgrade the shipping on an existing (already placed) order, please contact us immediately so we may assist you. In this situation, we’ll just send you an additional listing to purchase the upgrade.
Please note that any package that includes apparel with a total weight of over 4.4 lbs (or 2 kg) will automatically be upgraded by us to DHL Express at no additional charge.
If you are unsure whether your order will qualify for an automatic upgrade, and you would like to be certain that your order is sent with the express shipping option offered, please upgrade your shipping at checkout and send us a note upon placing your order and we would be happy to refund you the upgrade charge if you are eligible for an automatic upgrade.
Please note that if you are located in the Canada or the US (for orders with apparel items), your order will automatically be sent via DHL Express at no additional cost, with no need to select express shipping at checkout. US customers purchasing masks that would ship domestically via USPS will have the option to upgrade to FedEx 2-Day at checkout.
• Will my package be "signature required"?
ALL ORDERS—CUSTOMERS IN US & CANADA
All orders for customers in Canada and any apparel orders for customers in the US will automatically be sent via DHL Express and are shipped with a signature requirement, but it can be waived by you at any time before delivery. You should receive a communication from DHL either via text or email once your package's DHL shipping documentation is generated by us, allowing you to confirm your delivery details – including delivery date, location, and whether you'd like to keep or waive the signature requirement.
US orders of masks or mask accessories will ship from within the US (depending on availability) and would be shipped via USPS, or FedEx if upgraded shipping is purchased. Orders shipped domestically from either of these carriers will not include a signature requirement.
STANDARD SHIPPING—ALL LOCATIONS OUTSIDE US & CANADA
Orders shipped via the German Postal Service do not include a signature requirement. Kindly note that if the German Postal Service tracking number confirms delivery, we consider the package delivered and respectfully won't be able to offer any resolution.
You might prefer that the order be sent to your place of employment, to a trusted friend who could receive the package during delivery hours, etc. Please note that for orders sent with standard shipping via the German Postal Service, once any such order has been sent out by us, there will be no way for us to edit shipping and delivery details, so please contact us immediately after placing your order if you wish to make any changes.
Any package with a total weight of over 4.4 lbs (or 2 kg) will automatically be upgraded by us to DHL Express at no additional charge, which includes a signature requirement. Please see below for more information.
DHL EXPRESS SHIPPING—ALL LOCATIONS OUTSIDE US & CANADA
All orders sent via DHL Express are shipped with a signature requirement, but it can be waived by you at any time before delivery. You should receive a communication from DHL either via text or email once your package's DHL shipping documentation is generated by us, allowing you to confirm your delivery details – including delivery date, location, and whether you'd like to keep or waive the signature requirement.
Kindly note that if the tracking number indicates that your package has been delivered, we consider the package delivered and, while we will do whatever we reasonably can to help escalate the issue with DHL, we respectfully won't be able to offer any resolution from our side.
• Will I have to pay customs and duties?
Some countries charge additional customs and duties and customers are responsible for any such charges. We wish we knew all the specific charges, but even though we don’t, we’d like to offer some very general information about how much approximately these charges may be for some of the countries we ship to:
> Canada: about 8-30%, depending on the province
> United Kingdom: 6% to 17% depending on garment
> Australia: about 15%
> Switzerland: about 10%
> Norway: between 30-70%, depending on order value
> Israel: about 25%
> Singapore: about 7%
> Puerto Rico: about 10.5%
> Colombia: about 19%
> United Arab Emirates: about 5-10%
> Saudi Arabia: about 5-10%
> Kuwait: about 5%
> Qatar: about 5%
> South Korea: about 10%
> Taiwan: between 20-40% depending on garment
> China: between 14-25%
> Japan: 20-38% of your order value, depending on type of garment and garment material
We are also occasionally asked if we can send packages as gifts to avoid such charges as we understand certain other businesses on Etsy do. To be clear, this is an illegal practice and may additionally subject you, as the customer, to penalties and fines in your own country. Regardless, as a business that strives to be ethical, we are not able to mark your items as gifts with low value on customs forms.
For most countries in which we sell, there are no additional customs duties/fees associated with any purchase from Marcella, but we do provide the above information as a reference to those customers who might be subject to such charges. In the event a customer refuses delivery or declines to pay the charges, causing the package to be returned to us by the delivery courier, we'd need to charge a $20 restocking fee to compensate for the time and expense to us of processing the package's return to our company.
Please note that there might be additional delivery delays due to customs procedures. You would be responsible for all customs fees, if applicable.
• Which address will my order be sent to?
All items will be shipped to the address provided with your order. If you wish for your item to be shipped to a different address, please send us a note immediately once you place your order so that we can change it. If your order is shipped prior to our receiving your request for an address change, we wouldn't be able to reimburse you and we thank you for your kind understanding.
• My package got lost or damaged. Will you offer a resolution?
Though we always strive to provide a superior customer experience, mail couriers on occasion experience lost/stolen/damaged packages. Unfortunately, we cannot be responsible for the couriers, and would not be able to reimburse you in the event that your package gets lost, stolen or damaged. We’d recommend that you contact the courier directly as they are best positioned to remediate the issue.
If you have any questions about our shipping policies, send us a message or email our customer experience team at support [!at] marcellanyc.com.
