How can we help you today?
Have a question? We’ve compiled the most common inquiries below to help you find quick answers.
If your question isn’t listed, don't hesitate to fill up our Contact Form, email us at support@marnelle.co.uk or all us at +44 20 3996 2931.
Customer Service & Contact
How quickly can you answer my question?
Our customer service team is available Monday to Friday (excluding holidays) from 8:00 AM–6:00 PM GMT. You can expect a response from within 24 hours of sending your message.
How can I reach your customer service team?
You can reach our customer service team using our Contact Form, send us an email at support@marnelle.co.uk, or call us at +44 20 3996 2931.
Orders & Processing
How long does it take to get my order?
- Total delivery time = processing time + shipping time.
- Processing time is typically 1–5 business days. Orders placed after 12:00 AM GMT will be processed the next business day.
- After the order is processed, delivery time is an estimated 1–5 business days.
- Total delivery time is 2–10 business days from the date you place your order.
Please note:
- Our fulfillment center operates Monday–Friday, excluding holidays.
- Orders are not processed, shipped, or delivered on weekends or public holidays.
- For large order quantities, minor delays in processing and shipping may occur.
Will I receive my order in one package?
Depending on the size of your order, it may arrive in separate packages. These packages can arrive 1–2 business days apart.
Can I change my delivery address?
- If you wish to change the place of delivery, you can contact us immediately after placing the order at support@marnelle.co.uk or call us on +44 20 3996 2931.
- Please note that we cannot guarantee that we can make changes to your order if it has already been processed and shipped.
- Once your order has been dispatched, you may still exercise your 30-day right of return in line with our Return and Refund Policy.
The expected delivery time has been exceeded, where is my order?
Delivery may take longer than the standard delivery times stated here. Please send us an email at support@marnelle.co.uk if your package is taking too long (and outside the recommended delivery time) and we will help you resolve any issues we have control over!
Shipping & Delivery
What countries do you ship to?
Currently, we only ship to the United Kingdom.
What are the shipping costs?
Shipping is free within the United Kingdom for all orders.
When will I receive tracking information for my order?
Once your order has shipped, you will receive an email with a tracking number within 24 hours. You can use this number to track your shipment using our Track My Order page.
What if my tracking number is not working?
Tracking numbers may take 24–48 hours to be active. If your tracking number is still not working after this time, contact us and we'll help track your package.
Order Issues
What if an item is missing or damaged in my order?
- If you discover that an item is missing from your package, or if your package was damaged during transport, you must reject the package from the delivery and contact our customer service.
- If the package has been delivered without you being present, please contact us immediately at support@marnelle.co.uk so we can evaluate the issue and resolve it.
Returns
Can I return a product?
- Yes, we have a 30-day return policy.
- The 30 days start from the moment you have received your entire order.
How can I return a product?
If you would like to return an product, please follow this process:
- Download and print the Return Form.
- Complete the form and include it inside your return package.
- Please send your return to the following return address:
GT Ecom B.V.
Betuwehaven 8
3433 PV Nieuwegein
Utrecht
The Netherlands - When sending your package, please use a shipping method with Track & Trace.
- After posting your return, send the tracking code to our customer service at support@marnelle.co.uk so we can track the shipment.
What are Legitimate reasons for returns
- Size problem
- Received wrong product
- Fit problem
- Damaged product
Who will pay for return shipping?
- Return shipping costs are the customer’s responsibility.
- Exception: If you received an incorrect or damaged item, we will provide you with a free return label via email. We will also cover the return shipping cost.
What is the restock fee?
We do not charge a restock fee for returns.
Refunds
When will I receive my refund?
- Once we have received and inspected your returned item, we will notify you.
- If approved, your refund will be issued to your original payment method within 5 business days.
- Note that it may take your bank or credit card company additional time to process and post the refund.
What if my refund is delayed?
- If you have not received your refund within the expected timeframe, please check your bank account again and then contact your credit card company.
- If you still haven't received your refund, please send us an email to support@marnelle.co.uk — we will respond within 24 hours.
Exchanges
Can I exchange my product?
Exchanges are subject to product availability. Please contact our customer service to initiate an exchange.
What are egitimate reasons for exchange?
- Size problem
- Received wrong product
- Fit problem
- Damaged product