FAQ
Last updated: October 5, 2026
Here are answers to the most common questions about shopping at Marelle.
Orders
1. How do I place an order?
Choose the item you want, select the available options, add it to your cart, and proceed to checkout.
2. Do I need an account?
No. You can check out as a guest.
3. Can I cancel my order?
Contact us as soon as possible. If your order has already shipped, see Section 8 of our Return & Refund Policy.
Payments
4. Which payment methods do you accept?
Visa, Mastercard, American Express, and Discover credit and debit cards, plus any other methods shown at checkout. See our Payment Policy.
5. My payment was declined. What should I do?
Check your card details and confirm with your bank that there are enough funds and no blocks on the card. You can also try another payment method available at checkout.
Shipping & Delivery
6. How long does it take to ship?
Orders are processed and shipped within 1–3 business days after payment is confirmed. Estimated delivery times are shown at checkout.
7. Is shipping free?
Yes! Marelle offers free shipping on all U.S. orders, with no minimum purchase.
8. How do I track my order?
When your order ships, we'll email you a tracking number.
9. Where is Marelle based?
Marelle is operated from Belo Horizonte, Brazil, and sells online to customers in the United States.
Returns, Exchanges & Refunds
10. How long do I have to request a return or exchange?
30 calendar days from the date you receive your order.
11. I received a defective item. What should I do?
Email us at support@marelle.com.br with your order number and photos when requested.
12. Who pays for return shipping?
If the item is defective, damaged, or incorrect, Marelle covers all return costs. For voluntary exchanges or returns, we'll let you know any cost before you ship.
13. How long does a refund take?
Refunds are issued within 10 business days after we receive and inspect the returned item. Your card issuer may take an additional 5–10 business days to post it.
Security & Privacy
14. Is the website secure?
Yes. Our site uses a secure HTTPS/SSL connection, and payments are processed securely by Stripe. We never store your full card details.
15. How is my information used?
Only as needed to process orders, payments, shipping, customer service, security, and legal obligations. See our Privacy Policy.
16. Do you use cookies?
Yes. We use essential, analytics, and marketing cookies to run and improve the site.
Customer Service
17. How can I contact Marelle?
Email: support@marelle.com.br
Hours: Monday–Friday, 9:00 AM–6:00 PM Eastern Time (ET)
Response time: 1–2 business days