Contact Us
Deciding between two sizes, or waiting on a package? Email us. Someone on our team reads every message and replies within one business day.
How to reach us
| support@marlenna.com | |
| Phone | +1 (303) 388-3900 |
| Customer Service Hours | Mon–Fri: 09:00 am–05:00 pm; Sat & Sun: Closed |
| Response time | Within one business day |
Saturday, Sunday and holidays: closed.
Twelve hours a day on weekdays — most questions get answered the same day they're asked.
We're an online store only. The Denver address below is where the company is registered, not a showroom, and returns can't be dropped off there.
What to send, depending on what you're asking
| If you're asking about | Include | What you'll get back |
|---|---|---|
| Sizing | The size you normally wear and the brand it's from | A straight answer — including "go one size up" when that's the truth |
| Fabric and weight | The product name or link | Composition, fabric weight in g/m², construction, and how it holds up over a year |
| Can it be altered? | The product name | Seam allowance, and whether a tailor can take it in or let it out |
| Care and washing | The product name | Temperature, what to avoid, and why the dryer ages a garment faster than the wash |
| Where your order is | Order number | Carrier update, or an investigation opened with the carrier if tracking has stalled |
| A return | Order number and items | Return address and reference number, within one business day |
| Damage, defect or wrong item | Order number, photos of the item and packaging | Your choice of replacement or full refund; return shipping on us |
| Canceling | Order number, as soon as you can | Free cancellation if it hasn't shipped; the returns process if it has |
| A privacy request | "Privacy Request" in the subject line | Identity check, then a response within 45 days |
| Press, wholesale, partnerships, feedback | Whatever you'd like to tell us | Routed to the right person |
Two habits that get you a same-day reply
Order number on the first line. It's at the top of your confirmation email. With it we've found your order before we've finished reading; without it we're matching names and email addresses, which usually costs a day.
A photo for anything visual. Damage, a wrong item, or a question about color and finish — an image settles in seconds what a paragraph can't.
Worth knowing before you write about a delivery
Tracking often shows nothing for the first 24 to 48 hours after the shipping email. That's normal.
Our delivery window runs 4 to 8 business days. If tracking has been silent beyond that, or the estimate has passed, send us your order number and we'll open the investigation with the carrier ourselves.
If tracking says delivered and there's no package, check the porch, garage, mailbox and with neighbors first, then write to us. Until it's in your hands, the risk of loss is ours.
When your package arrives
Try things on over your own clothing, with the tags still attached. That's expected and won't affect your return.
Wearing an item out, washing it or removing tags goes beyond that — so check the fit before anything comes off.
Privacy requests
Colorado residents can access, correct or delete their personal information, or opt out of targeted advertising, by emailing support@marlenna.com with "Privacy Request" in the subject line.
The "Do Not Sell or Share My Personal Information" link in our footer handles opt-outs directly, and we honor Global Privacy Control signals.
We respond within 45 days. If we decline a request, you can appeal by replying with "Appeal" — a different member of our team will review it.
Answers that are already written
Processing and delivery times are in the Shipping Policy. The 30-day return window, conditions and refund timing are in the Returns & Refunds Policy — including the fact that changing your mind and ordering the wrong size are both covered. What we hold and why is in the Privacy Policy, and the terms your purchase is made under are in the Terms & Conditions.
If your question is one of those, the answer is available now rather than tomorrow.
Business information
| Store name | Marlenna |
| Legal entity | Marlenna LLC |
| Business address | 3000 East 1st Avenue, Denver, CO 80206, United States |
| support@marlenna.com | |
| Phone | +1 (303) 388-3900 |
| Customer Service Hours | Mon–Fri: 09:00 am–05:00 pm; Sat & Sun: Closed |
The Marlenna team