Shipping & Returns
Where does Marcello ship its products to?
Marcello ships all over the world!
– North America: United States, Canada, Mexico
– Europe: United Kingdom, Ireland, France, Germany, Norway, Sweden, Denmark, Finland, Iceland, Belgium, The Netherlands, Switzerland & others.
– Oceania: Australia, New Zealand
– Asia: Taiwan (free) Hong Kong, Singapore, Japan, South Korea
– Middle East: Israel, United Arab Emirates
How much does shipping cost?
Shipping is free for orders in Taiwan and above $100 USD. For orders from other countries, we charge a flat $15 USD shipping fee.
Why am I seeing prices in other currencies?
We display prices in various currencies for your convenience. Please note that currently we accept payment in USD via Paypal. And for Taiwan credit cards NTD only and through ECPay.
Do I have to pay duties and taxes?
Marcello only covers the cost of shipping and any duties or other country related charges you will have to cover. Thanks!
How long will the delivery take?
We generally ship orders within 2 weeks (business days) of when you place your order. This is due to the fact that each item is handmade to order. We do not keep stock of any items. If there is a public holiday we may extend it by 2 business days. We will send you a tracking number by email after your parcel leaves our workshop.
What if I refuse delivery?
Refused packages and those that are not received due to negligence on the part of the recipient are refunded once received by our warehouse, less the cost of shipping to and from the destination country, as well as any applicable duties and taxes and restocking fees.
Do you ship to PO Boxes?
Marcello is unable to ship to P.O. Box addresses. All orders are dispatched from Taiwan and are fully insured and tracked. Once dispatched, you will receive an email containing the tracking number for the shipment. Delivery times are approximate and Marcello cannot be held responsible for delays during busy periods, customs clearance delays or other unforeseen circumstances, which may delay delivery.
Can I change my order once placed?
Marcello is unable to amend any order details, including the delivery address, once the order has been placed, therefore please take care when entering your details. If there is no one available when delivery is attempted, our carrier will leave a card advising how to arrange re-delivery or where you can pick up your shipment.
What if my package is taken by Customs?
Marcello cannot be held responsible should local customs authorities wish to confiscate any items or charge additional duties or taxes. The purchaser is responsible for paying these charges.
I didn’t get any confirmation email from you!
To avoid confirmation and shipping emails from Marcello being delivered to your junk email folder, please ensure that [email protected] is marked as safe.
What’s your return policy?
If you’re not satisfied for any reason, you may return eligible Marcello items within 30 days of receiving the order. Items must be unused and in original condition, including all original packaging. All returned items must meet the terms of our return policy, or they will be sent back to you at your expense. Shipping fees (for orders less than $100 USD, or express shipping upgrades) are non-refundable.
What’s the return process?
We are pleased to offer simple returns in these countries: United States & Taiwan
Email us and we’ll send you instructions for the return shipment. A flat rate of $20 USD per item will be deducted from your refund to cover return shipping, handling and restocking.
The costs associated with the return are the responsibility of the customer. You can ship by the carrier of your choice. For your safety, make sure to get a tracking number so that you are protected in the event of theft or loss during delivery to us.
To arrange a return, please email [email protected].