FAQ
1. Where does Marshel ship?
We currently ship only within the United Kingdom. At this time, we do not offer international shipping.
2. Do you charge for shipping?
No. We offer Free Standard Shipping on all orders delivered within the United Kingdom.
3. Which shipping carrier do you use?
We primarily ship orders using Evri. In certain situations, an alternative carrier may be used to complete your delivery.
4. What is your order processing time?
Orders are processed within 1–2 business days after they are placed.
5. How long does delivery take?
Our estimated delivery time is 4–6 business days, including processing and transit time.
6. Can I track my order?
Yes. Once your order has been shipped, you will receive a tracking number by email. You can use the tracking information to follow your shipment’s progress.
7. Can I change or cancel my order?
Yes. You may request to change or cancel your order within 24 hours of placing it.
Once your order has entered processing or has been shipped, changes or cancellations may no longer be possible.
8. What is your return period?
We accept return requests within 18 days from the date your order is delivered.
9. Do you accept returns for both defective and non-defective products?
Yes. We accept returns for both defective and non-defective products, provided they meet the conditions outlined in our Return Policy.
10. Are returned items inspected?
Yes. Every returned item is carefully inspected after it is received. Returns may be declined if the item does not meet our return requirements or is returned damaged after delivery.
11. Who pays the return shipping cost?
Customers are responsible for return shipping costs unless the return is due to an error made by Marshel, such as receiving the wrong or a defective item.
12. Do you offer exchanges?
No. We currently do not offer product exchanges.
13. Do you charge a restocking fee?
No. We do not charge a restocking fee for approved returns.
14. When will I receive my refund?
Approved refunds are processed within 7 business days after the returned item has been received and inspected.
15. What should I do if my refund is delayed?
If you have not received your refund after the processing period, please check with your bank or PayPal account first. If you still need assistance, contact our customer support team.
16. Which payment methods do you accept?
We accept secure payments through Stripe and PayPal.
Depending on your device and payment options, Stripe may also support major credit and debit cards, Apple Pay, and Google Pay.
17. Is my payment information secure?
Yes. Payments are securely processed by trusted payment providers using encrypted technology. Marshel does not store your complete credit or debit card information.
18. How is my personal information used?
Your personal information is used to process orders, provide customer support, arrange shipping, improve our services, and comply with legal requirements. We do not sell or rent your personal information.
19. How can I contact Marshel?
You can contact us using the details below:
Email: support@marshel.shop
Chat Support: Available 24/7
Response Time: We aim to respond to all enquiries within 24–48 hours.
For the fastest assistance, we recommend contacting us by email.
20. How often are your policies updated?
We may update our policies from time to time to reflect changes in our business operations, legal requirements, or services. The latest version will always be available on our website along with the effective date.