1. Can I add or remove items from my order?
If you place an order and realize that you either ordered too many items, or not enough items, or the wrong item, we recommend that you cancel the entire order within 24 hours upon the order being placed, then place a new order. We are sorry that we cannot add or remove items once the order is placed.
2.Can I exchange the item(s) I ordered?
We do not accept exchange of item(s) you ordered. Since our products are made to order, each item is made only as it is ordered. We do not have stock on hand to make an exchange. We suggest you cancel the existing order within 24 hours and place a new order with the correct items you want. If you need help, please contact our customer service team.
3..What is MarabellaBridal return policy?
Because our custom sizing items are made specially for you with the specs/color choice you send in, it is not returnable. If you have found a quality problem with the item, please contact our customer service team for further assistance.
The standard sizing items are returnable only under the condition that you get return authorization from our customer service team within 3 days after the order was delivered to you. The returned item cannot be damaged -- such as dirty, stained, broken, torn, with pin marks, with pets hair, etc. It needs to be unwashed, unworn, and in the original condition with tags still attached. The refund includes the amount paid for the items along with applicable taxes, but shipping and any rush fees (if applicable) will not be refunded. We encourage customers to inspect items as soon as they are delivered.
Marabella Bridal will only issue one prepaid return label per order, so we recommend returning all unwanted items at one time. If all unwanted items are not returned at one time, the customers will have to pay for the subsequent return shipping costs out of their own pocket and arrange the return shipping on their own.
Please return the item in its original box (or smaller). Orders returned in oversized boxes may have additional shipping costs, which we will deduct from the refund.
Please note the carrier listed on the return label we provide to you is the carrier used for this return shipment. If you prefer a different carrier for the return shipment then you need to send the return items back at your own expense, Marabella Bridal is not responsible if the package send by your carrier gets damaged, misplaced, or lost, If such situation happen, Marabella bridal will not issue the refund of the return items.
At Marabella Bridal, all wedding dresses are brand new, made to order, even if it is a standard-size wedding dress. Because a wedding dress is such a delicate item that is easily damaged during the restocking process, we charge a restocking fee which is 28% of the value of this dress (excluding shipping and tax) to cover our loss. The restocking fee will automatically deduct from the refund.
We urge you to use our Try At Home program to make sure it is the dress you want to purchase and check carefully your measurements before ordering a standard size wedding dress.
Please note, if you return 3 or more items in the same item category (excluding wedding dresses) within 30 days, we will charge you a 10% restocking fee per order value, which will automatically be deducted from the refund.
The following items are not eligible for returns:
- Custom Size Dresses
- Swatches and color card
- Fabric by-the-yard, lace
- Items marked FINAL SALE
It can take some time for returned packages to arrive back to us and 3-7 days for us to get it processed back into our inventory. Once completed, any applicable refunds will be processed, and we’ll send an email to notify you. Please note that the refund will only be applied to the original credit card used for the purchase, and it may take some additional time for your financial institution to put the funds back into your account.
4. Where shall I drop my return?
Packages must be returned through the designated shipper listed on the prepaid return label sent out after receiving a return authorization from our customer service team. The label will not work for any other shipper. We are not able to change the shipper, nor are we responsible for the return package if it gets lost or damaged.
Please note, we use USPS, FedEx, UPS, and DHL to ship and return packages. You can drop off the package at a post office, FedEx, UPS, or DHL store or drop box for the return. You can also schedule a pickup with FedEx, UPS, and DHL. They will come to your home or office and pick up the package for you. Carriers may charge a fee for this service and this is not covered by Marabella Bridal.
5.When can I get my money back after I returned the item(s) I ordered?
It can take some time for returned packages to arrive back to us and 3-7 days for us to get it processed back into our inventory. Once completed, any applicable refunds will be processed, and we’ll send an email to notify you. Please note, the refund will only be applied to the original credit card or debit card account used for the purchase, and it may take some additional time for your financial institution to place the funds back into your account.
If it is a custom sizing dress, there is no return because it is made according to the measurement you sent in; however we do offer to sell you the fabrics and lace of that dress at a very inexpensive price, so you can take it to a seamster/seamstress you trust to do the alteration.
If it is a standard size item, yes, you can return it by obtaining a return authorization from our customer service team within 3 days after this order was delivered to you. The item cannot be damaged -- such as dirty, stained, broken, torn, with pin marks, with pets hair, etc. It needs to be unwashed, unworn, and in the original condition with tags still attached. Returned dress will need to be sent back in the original box that was shipped to you.
Please note, there will be a restocking fee for the Wedding dress of standard size and other items if returned 3 times within 30 days, Please refer to MarabellaBridal Return policy.
7.Can I return a piece of jewelry if I do not like the color or style?
If it is a custom jewelry, such as the item color is per your choice, it cannot be returned because it is made according to your color choice.If it is a regular jewelry piece we sell, then yes you can return it. You need to obtain a return authorization from our customer service team within 3 days after the jewelry is delivered to you. The jewelry will need to be sent back in the original box that was shipped to you.
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