Q: How to avail Buy 1 Get 1 FREE?

Step-by-Step Guide to Avail the Buy 1 Take 1 FREE Offer Visit Our Website : Go to Marbella Clo's website . Browse Bags : Navigate to the bags section to view our selection of bags available for the promotion. Select Your Bags : You can either: Manually Add Two Bags : Click on the bags you want and select them one by one. Choose the Buy 1 Get 1 FREE Option : Look for the promotion and select it, choose your desired color. Then, click the “Add to Cart” button to automatically add both bags. Check Your Cart : Click on the cart icon to review the items you’ve added. Ensure that both bags are listed. Automatic Discount : Once both bags are in your cart, the discount will automatically apply, and you’ll only be charged for one bag. Proceed to Checkout : Click on the “Checkout” button to complete your purchase. Wait for Your Bags : After your order is confirmed, wait for your bags to arrive so you can enjoy your fabulous new items! Note : If you only add one bag to your cart, the promotion won’t apply, so make sure to add both items to take advantage of the Buy 1 Take 1 FREE offer! If you have any questions or need assistance, feel free to reach out to our support team. Happy shopping!

Q: What is your Cancellation Policy?

Orders can be canceled within 24 hours of placement or before they have been dispatched . To request a cancellation, please email our customer service team at info@marbellaclo.com as soon as possible. In your message, be sure to include your order number and the reason for cancellation . You will receive a confirmation of your cancellation if we are able to process it. Important: After the 24-hour period, we may not be able to cancel your order as it might already fulfilled or in transit. If you have any further questions, feel free to reach out!

Q: How Long Does Delivery Take?

Q: How long will it take for my order to arrive? A: On average, our customers receive their items within 7-14 business days. We are committed to ensuring your package arrives as quickly as possible, even in the event of shipping delays. Q: Is there a processing time for my order? A: Yes, there is a processing time of 24-48 hours for all orders. Please note that we do not process orders over the weekend, so any orders placed during that time will be processed on the following business day. Q: What if there are delays with my delivery? A: Occasionally, unexpected delays can occur due to courier issues or other factors beyond our control. Once your package has been shipped, we cannot influence how it is delivered. However, we always do our best to ensure timely delivery. Thank you for your understanding, and we appreciate your patience! If you have any further questions, feel free to reach out.

Question 1

How to avail Buy 1 Get 1 FREE?

Accepted Answer

Step-by-Step Guide to Avail the Buy 1 Take 1 FREE Offer

Visit Our Website: Go to Marbella Clo's website.
Browse Bags: Navigate to the bags section to view our selection of bags available for the promotion.
Select Your Bags:
- You can either:
  - Manually Add Two Bags: Click on the bags you want and select them one by one.
  - Choose the Buy 1 Get 1 FREE Option: Look for the promotion and select it, choose your desired color. Then, click the “Add to Cart” button to automatically add both bags.
Check Your Cart: Click on the cart icon to review the items you’ve added. Ensure that both bags are listed.
Automatic Discount: Once both bags are in your cart, the discount will automatically apply, and you’ll only be charged for one bag.
Proceed to Checkout: Click on the “Checkout” button to complete your purchase.
Wait for Your Bags: After your order is confirmed, wait for your bags to arrive so you can enjoy your fabulous new items!

Note: If you only add one bag to your cart, the promotion won’t apply, so make sure to add both items to take advantage of the Buy 1 Take 1 FREE offer!

If you have any questions or need assistance, feel free to reach out to our support team.
Happy shopping!

Question 2

How do I cancel my order?

Accepted Answer

To cancel your order, please contact our customer service team at info@marbellaclo.com.
Be sure to include your order number and the reason for cancellation in your message.

Important: Orders can only be canceled within 24 hours of placement or before they have been dispatched. Once an order has shipped, we are unable to cancel it.

If you have any further questions, feel free to reach out! Happy Shopping!

Question 3

What is your Cancellation Policy?

Accepted Answer

Orders can be canceled within 24 hours of placement or before they have been dispatched. To request a cancellation, please email our customer service team at info@marbellaclo.com as soon as possible.

In your message, be sure to include your order number and the reason for cancellation.
You will receive a confirmation of your cancellation if we are able to process it.

Important: After the 24-hour period, we may not be able to cancel your order as it might already fulfilled or in transit.

If you have any further questions, feel free to reach out!

Question 4

Can I Edit or Add Anything to My Order?

Accepted Answer

If you need to make changes to your order, we’re here to help! Here’s what you need to know:

Editing Your Order: Cancellation or Removing an Item
You can cancel your order within 24 hours of placing it. If you wish to cancel or remove an item, please contact our customer service team as soon as possible.
Adding an Item
If you’d like to add another item to your order, we recommend placing a separate order for the new item. This ensures that everything is processed smoothly as we cannot add it manually.
Editing Information
If you need to edit any customer information (such as your shipping address or contact details), please reach out to our customer service team as soon as you can.

Please note that we cannot make changes once the order has already shipped or been fulfilled, so it’s best to do this as soon as possible.

For any questions or further assistance, feel free to contact us at info@marbellaclo.com. We’re here to ensure your order experience is smooth and satisfactory!

Question 5

What Do I Do If My Item(s) Arrive Damaged?

Accepted Answer

We’re sorry to hear that your item(s) have arrived damaged!
This can happen for various reasons, and we understand how frustrating it can be.
Rest assured, we’ll do our best to help you resolve the situation.

Here’s what you need to do:

Contact us ASAP: As soon as you receive the product, please report any damage immediately. Reach out to our customer service team at info@marbellaclo.com with the details of the damage.
Request a Replacement: If there is a genuine defect or damage, you can request a replacement. Please provide a clear photo of the damaged item(s) to demonstrate the issue. This will help us evaluate and approve your request.

We’re committed to resolving the situation as best we can, so please don’t hesitate to reach out if you have any questions or need further assistance!

Question 6

My Order Was Marked Delivered, But It’s Not Here.

Accepted Answer

If your order has been marked as delivered but you can’t find it, here are some steps to help you locate it:

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Check Around Your Home: Look in common safe spots where the package might have been left.
Ask Neighbors or Building Management: Sometimes, neighbors or building management may have collected the package for you, so it’s worth checking with them.
Verify the Shipping Address: Double-check the shipping address in your order confirmation email to ensure it was sent to the correct location.
Wait a Bit Longer: Occasionally, packages may be marked as delivered but take additional time to arrive.
Contact the Carrier: If you still can’t locate the package, please reach out to the carrier for further assistance.

If you need additional help, feel free to email our team at info@marbellaclo.com.
We’re here to help and will do our best to assist you!

Question 7

How Do I Use My Discount Voucher/Coupon?

Accepted Answer

Using a discount voucher or coupon in our Shopify store is pretty simple!
Follow these steps:

Step 1: Shop and Add Items

Browse our store and add the items you wish to purchase to your cart.

Step 2: Proceed to Checkout

When you're ready to complete your purchase, click on the shopping cart icon and select “Checkout.”

Step 3: Enter Your Discount Code

On the checkout page, locate the field labeled “Discount code.” Copy or input the code we shared with you and enter it in this field.

Step 4: Apply the Discount

Click the “Apply” button after entering your code. You should see your new total reflected in the order summary.

Important Information

One Code Per Order: Only one discount code can be used per order, so make sure to choose the best one.
For Promotions like the ones below:
- For Buy 1 Get 1 Free (BOGO) promotions, ensure you have added two bags to your cart to qualify for the discount, which will be applied automatically.
- For Buy 2 Get 1 Free, you must add three items to your cart; you will only pay for two.
Double-Check Your Discount: Any percentage discounts will be displayed at checkout, so be sure to confirm that the discount has been applied correctly before finalizing your payment.
Non-Refundable: Discounts can only be used once and are non-refundable. Once your order is placed, we cannot edit it or apply discounts manually.

If you have any further questions or need assistance, please don’t hesitate to reach out to our customer support team!

Question 8

What Should I Do If I Receive the Wrong Item in My Order?

Accepted Answer

We’re sorry to hear that you received the wrong item in your order!
To help us resolve this issue, please follow these steps:

Contact Our Support Team: Email us at info@marbellaclo.com.
Include a clear photo of the item you received, along with the color and size, etc.
Detail Any Missing Items: Please list any items you were expecting that were not included in your order.

We’re committed to making this right for you! If you have any questions or need further assistance, don’t hesitate to reach out.

Question 9

How Long Does Delivery Take?

Accepted Answer

Q: How long will it take for my order to arrive?

A: On average, our customers receive their items within 7-14 business days. We are committed to ensuring your package arrives as quickly as possible, even in the event of shipping delays.

Q: Is there a processing time for my order?

A: Yes, there is a processing time of 24-48 hours for all orders. Please note that we do not process orders over the weekend, so any orders placed during that time will be processed on the following business day.

Q: What if there are delays with my delivery?

A: Occasionally, unexpected delays can occur due to courier issues or other factors beyond our control. Once your package has been shipped, we cannot influence how it is delivered. However, we always do our best to ensure timely delivery.

Thank you for your understanding, and we appreciate your patience! If you have any further questions, feel free to reach out.

Question 10

How Do I Track My Order?

Accepted Answer

Once your order has been placed and processed, you will receive a confirmation email containing your order details. This email will include a tracking number and a link to our tracking page.

Q: What do I do with the tracking number?

A: You can either click on the tracking number link in your confirmation email or enter the tracking number directly into our tracking page to view the status of your order.

Q: Why might my tracking information not be available right away?

A: Please note that tracking information may not be immediately available after your order is placed. It can take 3-5 days for the tracking number to become active in our system. If you don’t see any updates right away, please be patient and check back later.

If you have any further questions, feel free to reach out!

Question 11

What If My Order Was Stolen or Lost?

Accepted Answer

Q: What should I do if my package was marked as delivered but I can’t find it?

A: Once your order has been marked as delivered to the address you provided at checkout, Marbella is no longer responsible for the package. It’s important to ensure that the delivery address is correct and secure.

If you cannot locate your package, we recommend contacting the carrier directly for assistance with filing a claim.
Unfortunately, we are unable to issue a refund or replacement for packages marked as delivered but not found.

Q: What if my package was stolen?

A: If you believe your package was stolen, please check with your neighbors or anyone else who might have received it on your behalf. If it’s still missing, contact the carrier to report the theft and see if they can assist you further.

Remember, it's the customer's responsibility to ensure that the delivery address is secure.
We encourage you to consider options like package tracking and secure delivery locations for future orders.

If you have any further questions, feel free to reach out to us at info@marbellaclo.com. We’re here to help!

Question 12

What is your Shipping Policy?

Accepted Answer

We strive to provide fast and reliable shipping for all our customers. Here are the key points of our shipping policy:

Processing Time: Orders are typically processed within 24-48 hours. Please note that we do not process orders over the weekend, so any orders placed during that time will be processed on the following business day.
Delivery Time: On average, our customers receive their items within 7-14 business days. However, due to international shipping and delivery backlogs, shipping times may vary from those listed at checkout. We appreciate your understanding, and please note that Marbella is not responsible for delays in shipping and delivery that are outside its control.
Shipping Costs: Shipping costs are nonrefundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We offer free shipping on orders over $40, and standard shipping rates apply to orders under this amount.
Multiple Shipments: If you order multiple items, they may arrive in separate packages due to logistical reasons. This can happen if items are shipped from different warehouses.
Lost or Stolen Packages: Once an order is marked as delivered, we are no longer responsible for the package. It’s the customer's responsibility to ensure that the delivery address is correct and secure.

Preorder Policy:
Thank you for your interest in our preorder items. Please note that preorder items require additional processing time, as they are custom-made. We appreciate your patience and understanding as we meticulously craft each item to ensure the highest quality.

CONTACT US:
If you have any questions about your order or our shipping policy, please contact us at info@marbellaclo.com. We’re here to help!

Question 13

How Much Does Shipping Cost?

Accepted Answer

We offer FREE SHIPPING on orders over $40. For orders under this amount, standard shipping rates will apply.

Please note that shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you have any further questions about shipping costs or need assistance, please feel free to contact us at info@marbellaclo.com. We’re here to help

Question 14

Are There Any Items That Are Not Eligible for Refund?

Accepted Answer

Q: Are there any items that are not eligible for refund?

A: Yes, some items purchased during a sale or on clearance may not be eligible for a refund. These items are considered final sales and cannot be refunded or exchanged unless they are damaged or defective upon arrival. We encourage you to review product details carefully to ensure your purchase before completing your order.

If you have any further questions or need assistance, please contact us at info@marbellaclo.com, and we will do our best to help you.

Question 15

Do you Ship Worldwide?

Accepted Answer

Yes, we do ship worldwide! We’re excited to bring our products to customers around the globe. Please note that shipping times may vary depending on the destination, and international shipping may be subject to additional fees and customs duties, which are the responsibility of the customer.

If you have any questions about shipping to your specific location, feel free to reach out to us at info@marbellaclo.com. We’re here to help!

Question 16

When Will I Get My Refund?

Accepted Answer

Q: When will I get my refund?

A: Once your refund is approved, it will be processed within 3-5 business days. The funds will be returned to your original payment method. Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

If you have any questions about your refund or need assistance, please feel free to contact us at info@marbellaclo.com. We’re here to help!

Question 17

What’s your Return Policy?

Accepted Answer

Q: What is your return policy?

A: At MarbellaClo, all products are sold "as is," and all sales are final. Currently, items purchased are not eligible for return due to our customization policies.

If you have special circumstances or extenuating situations, please reach out to us, and we will do our best to assist you.

Please note that we do not have a return process in place at this time. We apologize for any inconvenience this may cause and appreciate your understanding as we work to establish a return process in the near future.

If you have any other questions or concerns, feel free to contact us at info@marbellaclo.com. We’re here to help!

Question 18

How Do I Make a Return?

Accepted Answer

Q: How do I make a return?

A: Currently, we do not have a return process in place. If you have extenuating circumstances or special situations, please reach out to us at info@marbellaclo.com, and we will do our best to assist you.

We appreciate your understanding and patience as we work on establishing a return process in the future. If you have any other questions or concerns, we're here to help!

Question 19

What Is Your Refund Policy?

Accepted Answer

Q: What is your refund policy?

A: At MarbellaClo, our refund policy includes the following key points:

Eligibility for Refunds:
- We offer a 100% refund for all orders unless they have been fulfilled or if it has been less than 24 hours since the order was placed.
- Refunds can also be processed after the item has been delivered, provided it meets specific criteria.
Refund Criteria:
- Distressed Material: Some products feature distressed vegan leather or other distressed materials as part of their design. Distressing or texture variation does not count as wear and tear or damage and is therefore not eligible for a refund.
- Damages & Defects: If your product has a genuine defect or damage not related to the design (such as stitching issues or broken hardware), you may request a refund. Please provide clear photos to demonstrate the issue so we can evaluate and approve your request.
Delivery Issues:
- Once an order is marked as delivered to the address provided at checkout, Marbella is no longer responsible for the package. It’s the customer's responsibility to ensure the delivery address is correct and secure.
- If a package is marked as delivered but cannot be located, we cannot issue a refund or replacement. In such cases, we recommend contacting the carrier directly for assistance with filing a claim.
Final Sale Items:
- Some items purchased during a sale or on clearance are not eligible for a refund. These items are considered final sale and cannot be returned or exchanged unless they are damaged or defective upon arrival. Please review product details carefully before completing your order.
Processing Refunds:
- If your refund is approved, it will be processed within 3-5 business days. The funds will be returned to your original payment method, but please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider.
Contact Us:
- If you have any questions about your refund or need further assistance, please contact us at info@marbellaclo.com. We’re here to help!

Question 20

What Does Final Sale Item Means?

Accepted Answer

Final Sale Items:

Some items purchased during a sale or on clearance are not eligible for a refund.
These items are considered final sale and cannot be returned or exchanged unless they are damaged or defective upon arrival.

Please review product details carefully before completing your order.

Question 21

Delivery Issues

Accepted Answer

Delivery Issues:

Once an order is marked as delivered to the address provided at checkout, Marbella is no longer responsible for the package. It’s the customer's responsibility to ensure the delivery address is correct and secure.
If a package is marked as delivered but cannot be located, we cannot issue a refund or replacement. In such cases, we recommend contacting the carrier directly for assistance with filing a claim.

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