Marella & Co
Last updated: July 25, 2026

At Marella & Co, we want you to be completely satisfied with your purchase. If you're not entirely happy with your order, we offer a clear and fair returns and refunds process — including options for a refund, store credit, or reshipment, depending on your situation.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. We accept returns for both defective and non-defective products.

To be eligible for a return, the following conditions must be met: the item must be unused, unworn, in the same condition as received (new condition), and include all parts and original packaging; any signs of damage due to improper use will invalidate the return; if the product was received defective, you may return it immediately, with no additional conditions; customers are responsible for return shipping costs, unless the item was received defective or incorrect; and you will need the receipt or proof of purchase. We reserve the right to refuse returns where we reasonably believe an item has been used or damaged through no fault of our own. There are no restocking fees for any return.

Please note: returns must be sent to the address provided by our customer service team. Always follow the specific return instructions provided to avoid delays. Do not return items to the sender address on your package — it may not be processed.

How to start a return

Returns are processed by post. To initiate a return, email us at team@marellaandco.com with your order number and reason for return. We will reply within two business days with return instructions and the correct return address. Ship the item back following our instructions; return postage is the responsibility of the customer, unless the item was defective or incorrect. Items sent back without first requesting a return will not be accepted. You can contact us with any return question at team@marellaandco.com.

Exchanges

We accept exchanges. The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item. If you received a defective or incorrect item, we will arrange an exchange or replacement free of charge — no return required in most cases.

Compensation options

Depending on the nature of your issue, we may offer one of the following resolutions: a full refund to your original payment method; store credit, usable on any future order; or reshipment of the original item or a replacement product. We will work with you to determine the most appropriate resolution. Where applicable, we may offer store credit or a replacement as an alternative to a refund — for example, where reshipment offers a faster and more practical resolution.

By placing an order with Marella & Co, you agree to contact us directly at team@marellaandco.com before initiating any dispute or chargeback with your bank or payment provider. We are committed to resolving all issues promptly and fairly, and ask that you allow us the opportunity to do so first.

Refunds

Once we receive and inspect your return, we will notify you by email about the status of your refund. If approved, your refund will be processed within five days of confirmation and applied to your original payment method. Please allow additional time for your bank or card provider to post the refund. If more than 10 business days have passed since we approved your return and you have not received your refund, please contact us at team@marellaandco.com.

There are no restocking fees. Shipping costs are non-refundable, unless the item was received defective or incorrect. For orders returned to sender due to an incorrect address, refused delivery, or failure to collect a package, please see our Returned to Sender section below. For all other issues (incomplete, incorrect, or damaged orders), reshipment is free of charge once we have confirmed the issue.

Damaged, incomplete, or incorrect orders

Please inspect your order on arrival and contact us immediately at team@marellaandco.com if the item is defective, damaged, incomplete, or incorrect. We ask that you report any issues within seven days of delivery. For these orders, we prioritise reshipment as the primary resolution. To assist our investigation, we may request supporting documentation, including photographs, packaging images, shipping-label images, or a clear unboxing video. Failure to provide requested documentation may affect our ability to approve a claim. We evaluate each case individually and determine the most appropriate resolution, which may include a replacement, store credit, or refund.

Lost or missing items

If your order is marked as delivered but you have not received it, or if it is lost in transit, please note that we are not responsible for packages once marked as delivered by the carrier. Contact your local courier or delivery office to trace the package and obtain its last known status, secure a proof-of-loss document (such as a claim receipt, investigation report, or tracking update confirming the loss), and report the claim to us within seven days of the expected delivery date by emailing team@marellaandco.com with your proof of loss attached.

Exceptions / non-returnable items

Certain items cannot be returned, including: custom or personalised products (such as special orders or engraved items); items marked as final sale or non-returnable at the time of purchase; gift cards; and sale items (unless received defective). Please get in touch if you have questions about your specific item.

Cancellations

All orders are considered final once successfully placed. Due to our automated fulfilment process, orders cannot be modified, edited, combined, or cancelled after checkout. As a limited exception, customers may request a correction to their shipping address within three hours of placing their order. After this three-hour window, the order enters our automated fulfilment process and the shipping address can no longer be changed. To request an address correction within this window, contact us as soon as possible at team@marellaandco.com with your order number and the corrected address. Customers are responsible for reviewing all order details before submitting payment. If you no longer wish to keep your order after delivery, you may request a return in accordance with our standard return policy. Nothing in this section limits any rights that may apply under applicable consumer protection laws.

Address accuracy

Customers are solely responsible for providing a complete and accurate shipping address at checkout. Address corrections can only be accommodated within three hours of placing your order (see Cancellations above). We are not responsible for delivery issues resulting from incorrect or incomplete addresses, missing apartment/unit/building numbers, incorrect postcodes, refused deliveries, failure to collect a package, or customer-requested address changes after shipment. Address changes cannot be guaranteed once an order has entered processing or shipment.

Returned to sender packages

Orders returned due to incorrect address information, failed delivery attempts, refusal of delivery, or failure to collect a package are not eligible for reimbursement of shipping charges. Once a returned package is received, we may offer one of the following at our discretion: reshipment subject to a new shipping fee; store credit; or a refund of the product value excluding shipping charges.

Shipping timeframes

Delivery estimates displayed on our website are estimates only and are not guaranteed delivery dates. Carrier delays, customs inspections, weather events, transport disruptions, peak-season volume, and other circumstances beyond our reasonable control do not qualify an order for cancellation, refund, or chargeback while the shipment remains in transit.

Your statutory rights (UK & EU)

Nothing in this policy affects your statutory rights. If you are a UK consumer, you have the right to cancel your order within 14 days of receiving it under the Consumer Contracts Regulations, and separate rights if goods are faulty under the Consumer Rights Act 2015. If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason. To exercise these rights, the item must be in the same condition as received — unworn, unused, and in its original packaging — and you will need proof of purchase. Contact us at team@marellaandco.com to begin.

One-time resolution policy

To ensure fairness and consistency, we offer one final resolution per order concern — whether a refund, replacement, store credit, or other compensation. Once a resolution has been processed and confirmed, no further compensation or alternatives will be provided for the same issue or order. This does not affect your statutory rights.

Dispute resolution

We are committed to resolving all order concerns quickly and fairly. Before initiating a chargeback or payment dispute with your bank, card issuer, or payment provider, we strongly encourage you to contact us directly at team@marellaandco.com and allow us the opportunity to resolve the matter. In the event of a dispute, we reserve the right to provide all relevant evidence to the payment processor or financial institution, including order records, tracking information, delivery confirmations, customer communications, return records, product descriptions, and website checkout records. We respond to all inquiries within two business days and will make every reasonable effort to reach a fair resolution.

Contact

Company Name: Marella & Co
Contact Email: team@marellaandco.com
UK operating base: Manchester, United Kingdom

© 2026 Marella & Co. All rights reserved.