Frequently asked questions
Answers to the questions we hear most. Can't find yours? We're happy to help.
Delivery
When will my order arrive?
We process orders within 1-2 business days (Monday–Friday). Once shipped, transit typically takes 5-7 business days. All in, you should expect your order to arrive within 6-9 business days from the time it's placed.
How much is delivery?
UK delivery is free on every order.
Do you deliver outside the UK?
We currently deliver within the UK only. Sign up to our newsletter to hear when that changes.
How do I track my order?
Once your order is dispatched, you'll receive an email with a tracking link. You can also use "Track your order" in the menu.
Returns
How long do I have to return an item?
We have a 30-Day Return Policy.
Learn more at Return Policy.
How do returns work?
Contact us with your order number to start a return, and we'll send you everything you need. Pack your items with their tags attached.
Can I change or cancel my order after placing it?
Get in touch as soon as possible at info@marcellahaus.com. If your order hasn't yet been processed for dispatch, we'll do our best to update or cancel it.
If your order has already moved to fulfillment, we're unable to make changes and you have to follow our easy return process once you receive your order.
How do I find my size?
Our pieces come in UK sizes 6–18 (XS–XL). Every product page has a size guide with body measurements in centimetres, with inches in brackets.
Where can I find the size guide?
Tap "Size guide" under the size options on any product page.
What if the size isn't right?
No problem: returns are free within 30 days. You're also welcome to contact us before you order and we'll help you choose.
Payment
Which payment methods do you accept?
We accept most major debit and credit cards, along with other secure checkout options available at payment. All payment details are processed securely and encrypted.
Is checkout secure?
Yes. Checkout is powered by Shopify, and every payment is encrypted and securely processed.
Can I use a discount code?
Yes. Enter your code in the discount field at checkout.
Care
How do I care for my pieces?
Follow the care label inside each garment. We recommend a gentle, cool wash and drying knitwear flat.
Where can I find washing instructions?
On the care label inside the garment.
Still have a question?
Our customer care team is happy to help.