A very warm welcome to our online store! For a more pleasant shopping experience, we encourage you to read through the following Frequently Asked Questions, as well as our website Terms and Conditions before making a purchase. If you have any questions which are unanswered below, kindly email us at hello@marcellaandco.com and we shall be happy to answer your queries.

User Account
Product Related
Product Return Policy


1. Orders

1.2 How do I know if my order has been processed?
You will receive a notification email together with the relevant tracking information once your order has been dispatched. The tracking code is unique for each order and this allows you to keep tabs on the status of your order at all times. Please ensure that the email address provided to us in your User Account is correct, as the notification email will be sent to the email address in your User Account.

1.3 I would like to cancel my order. What should I do?
We are sorry, as we currently do not accept any canceling of orders.


2. Delivery

2.1 What is the time frame for delivery of an order?

Our estimated time frame for delivery of an order is as follows:-

(a) Within Peninsular Malaysia: delivery within 3 working days

(b) Sabah & Sarawak: delivery within 3 to 5 working days

(c) Other Countries :


Singapore 5-7 working days
Brunei 5-7 working days
Indonesia 5-10 working days
India 5-10 working days
Australia 10-14 working days
United Arab Emirates 10-14 working days
United Kingdom 14-20 working days
United States 20-30 working days


However, do understand that Saturdays, Sundays and Public Holidays in Malaysia shall not be taken into account towards calculation of the time frame of delivery, unless we specify otherwise. Deliveries will usually occur anytime between 9am and 7pm.


2.2 Can I change the delivery date of my order?

We are sorry as part of our delivery policy, we are unable to accommodate changes to the delivery date of your order.


2.3 What would happen to my order if I am not available during delivery?

A calling card will be left at your address by the courier service company. You are responsible to contact the courier service company to arrange another date for delivery of your order.


3. User Account

3.1 Do I have to register a user account before I place an order?

Yes, only a registered user can make purchases through our online store.


3.2 I have forgotten my password. What should I do?

Kindly click on the “forgot your password” button at the login area and an instruction on how to reset password will guide you through.


4. Products Related

4.1 Are the products new and genuine?

Yes, all products sold and advertised at our website are new and genuine.

4.2 I am afraid my order would arrive crumpled. Do you package the product before delivery?

All orders will be packaged using our standard packaging before delivery.

4.3 If a product is sold out, can I pre-order the product?

At the moment we do not have pre-order function.


5. Product Return Policy

5.1 What is your product return policy?

We will accept returns if the product is returned to us within 30 days of your receipt of the product (for local and international orders) in exchange for online store credit. Do note that to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. For return of products, customers are advised to notify us in advance via email at hello@marcellaandco.com. The email shall contain your name, order number, product details and the reason for return. Shipping costs are borne by the customer and we are not liable for the product until the product reaches our office. We will also send you an email upon us receiving your product.


Notwithstanding the above, the following products are strictly non-refundable and non-exchangeable:-

(a) Products on sale;

(b) Products bought using discount codes;

(c) Pre-order products;


5.2 I have made payment for an order. Can I do a one-to-one exchange for another item instead?

Unfortunately, we are unable to accommodate request for exchange of items once the payment has been made.


5.3 Will there be refund of delivery charges?

All shipping costs (if applicable) shall be borne by customers and are not refundable.


5.4 What happens if I have been refunded the incorrect amount?

Please email us at hello@marcellaandco.com. We shall be updating your store credit accordingly.


5.5 What happens if I returned a product but it was incorrectly refunded or replaced?

Please email us at hello@marcellaandco.com. We shall conduct a thorough check on our end and revert to you accordingly.



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