Shipping Policy
Last updated: September 21, 2026
At Marlenna we want you to know where your order is from the moment you place it. This policy applies together with our Returns & Refunds Policy — please read both before you order.
The short version
- Shipping cost: free on all US orders, with no minimum spend.
- Processing: 1–3 business days. Transit: 3–5 business days. Total: 4–8 business days.
- Tracking: provided on every package.
- Cancellations: only within 5 minutes of ordering — orders are processed automatically after that.
- Returns: international, to our returns center in the United Kingdom, at your own cost.
1. Where we ship and what it costs
We ship throughout the United States only; we don't currently ship internationally. Shipping is free on all orders — no minimum spend, no shipping charges added at any stage, and nothing collected on delivery.
2. Delivery timeframe
Processing — the time from your order being confirmed to the package leaving the fulfillment center — takes 1–3 business days. Transit with the carrier takes an estimated 3–5 business days and varies with your location, so allow 4–8 business days in total. Orders are prepared Monday through Friday, excluding federal holidays; an order placed at the weekend enters processing on the next business day. During unusually high order volumes and the run-up to the holidays, processing can take up to 2 additional business days.
Delivery estimates are estimates based on carrier performance, not guaranteed dates: carrier disruption, severe weather, holidays and customs processing can push them out. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a package is late or lost.
3. Order confirmation and tracking
You'll receive an order confirmation immediately, and a shipping confirmation with your tracking number once the package leaves the fulfillment center — check your spam folder if it hasn't arrived. Allow 2–5 business days for the first scan to appear; a tracking page that hasn't updated in the first days is normal, and updates can be less frequent while the package moves between carrier hubs. If your tracking hasn't updated for 10 business days, contact us and we'll check with the carrier.
Items ship from the fulfillment center that holds them, so an order with several items may arrive in separate packages on different days, each with its own tracking number and email, at no extra charge. A package arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
4. When your package arrives
Try items on over your own clothing before removing tags, and check the fit while everything is still attached — a return is only possible with tags in place. Trying something on won't affect your return; wearing it out, washing it or removing tags goes beyond that. Full conditions are in our Returns & Refunds Policy.
5. Order changes and cancellations
Every order is transmitted to our fulfillment center automatically and enters processing within minutes. For that reason an order can only be canceled or changed within 5 minutes of being placed — after that we're no longer able to stop, change or retrieve it. Please double-check your items, sizes, colors and shipping address before you confirm.
To cancel within the 5-minute window, email support@marlenna.com right away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that reach us after 5 minutes can't be processed as cancellations — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 2 is the time the fulfillment center needs to prepare your package; it isn't a period during which the order is on hold.
If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns center in the United Kingdom, at your own cost. Refusing or not picking up the package doesn't cancel the order (see section 6).
6. Your shipping address, undeliverable and unclaimed packages
Please check your address carefully at checkout — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any apartment or unit number and ZIP code, and add a phone number for the carrier. Address changes are only possible within the 5-minute window in section 5; after shipment, carriers can't redirect a package to a different address.
Packages that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a hold location within the carrier's timeframe, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the package has reached the fulfillment center again we can reship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.
Refusing a package at the door doesn't cancel your order, and isn't treated as a return: refused packages go to the carrier's origin facility rather than to our returns center and often can't be recovered, so a refund can only be considered once a package has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
7. Delayed or lost shipments, and packages marked as delivered
We monitor shipments and follow up on anything that stalls. If tracking shows no movement for 10 business days, or your package is more than 7 business days past the estimated delivery window, contact us with your order number. We'll open an investigation with the carrier, which can take up to 10 business days. If the carrier confirms the package is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
Package marked as delivered but not received? Check the usual places first — porch, mailbox, side entrance, garage, household members, neighbors and building management — and review the carrier's proof of delivery; carriers sometimes scan a package shortly before the final handoff. Let us know within 7 days of the delivery scan so we can file a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 10 applies.
8. Damaged on arrival
If the outer packaging or the item is damaged on arrival, keep the packaging until the claim is resolved and email us within 3 business days of delivery with your order number and clear photos of the package, the shipping label and the item. We need the photos within this period because the carrier's own claim window is just as short; we're unable to accept claims without photos or after 3 business days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 6).
9. Sales tax and duties
All prices are shown in US dollars, with applicable sales tax calculated at checkout based on your shipping address. The total at checkout is the total you pay — no customs charges, no handling fees, and nothing collected on delivery.
10. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your package against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has shipped — including if you return the order, or part of it, later. It is only refunded when an order is canceled within the 5-minute window in section 5.
11. Customer service
Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and holidays. We reply within one business day.
Email: support@marlenna.com