Customer service

How do I place an order?

To place an order, select the desired product and size of the product you want to purchase and then add the product to your bag. You can modify or validate your basket before processing your payment. Once you have selected your items, complete your order by clicking on “CHECKOUT”. You’ll be asked to choose your payment method and enter your shipping details. Please, check that the information you entered is correct and click “PAY NOW”.

After making a purchase on marcell.world you will receive an email with your order confirmation within a several minutes. When your order is shipped, you will receive a second email with a tracking number so that you can track delivery of your package.

Can I modify my order?

If you wish to add or remove items from your order, you will need to cancel it and place a new one. To cancel your order please contact us at customerservice@marcell.world

If we do not receive your payment within 5 business days, your order will be cancelled automatically.

Why haven’t received an email with order confirmation?

If you have registered or placed an order but haven’t received any emails from us, please check you spam folder and confirm the email address entered is correct. If your email is accurate and you are still unable to locate any communications, contact us at customerservice@marcell.world

I used an incorrect email address

If you have incorrectly entered your email address while creating an account or placing an order, please get in touch with customerservice@marcell.world as soon as possible. You will be asked data protection questions to verify your account and our team will update your details.

What are shipping methods, times and cost?

We ship worldwide with UPS. We offer complimentary shipping for orders over 700 EUR.

Destination	Delivery cost	Transit time
Poland	5 EUR	1-2 days
European Union	15 EUR	2-3 days
Rest of Europe	15 EUR	3-4 days
United Kingdom	15 EUR	3-4 days
North America	25 EUR	4-6 days
Asia / Middle East	30 EUR	5-7 days
Australia / Oceania	30 EUR	5-7 days

Do I have to pay duties and taxes?

The amount of duty and tax you will need to pay depends on various factors, such as the country of delivery, order value, and product type. The prices of products indicated on the product listing pages and product detail pages are inclusive of EU taxes but exclude duties and taxes if these are applicable.

For all the countries within the European Union there is VAT tax included in the final price.

For the United States, other non-EU countries, duties and taxes are not included in the product price and will be collected at delivery on behalf of your national tax/customs authorities.

How can I track my order?

Once you order is dispatched you will also receive tracking details in separate email.

Do you accept returns?

You can return your online purchase within 14 days from the delivery.
For return instructions, please contact us first at customerservice@marcell.world

Please note, to receive a full refund, products must be returned unworn and in the condition they were received. We are unable to accept shoes returned to us with scratched or damaged soles. To avoid marking, shoes should be tried on a soft surface.

For more information, please see our terms and conditions.

Can I exchange an item?

For exchange inquiries, please contact us at customerservice@marcell.world

When will I receive my refund?

Your return will be processed within 5 business days after the item(s) have been received by our team. Once your return has been accepted, your refund will be issued within 5 business days. A confirmation will be send to you by email once the refund has been completed.

The time needed to process your refund may vary based on the payment method used.

Which payment methods do you accept?

We accept the following payment methods: Credit/Debit cards (VISA, MasterCard, American Express), Apple Pay and PayPal.

Is my payment secure?

Your purchase is processed with maximum security thanks to the implementation of the most advanced encryption services (SSL).

When I will be charged?

You will be charge when you place your order.

How do I know which size to order?

For product specific size information, please refer to the size chart on each product page.
For general size guidance, please review our size guide.

If you need more specific advice in choosing your size, please contact us at customerservice@marcell.world

How do I care for my product?

To ensure your product stays in good condition, we recommend following the care and cleaning instructions provided on the product’s label.

How does the pre-order work?

We aim to avoid overproduction and react to real demand; therefore, some of our products are produced based on pre-orders.

A pre-order also gives you a chance to place an order for items that have not yet been released or were sold out and are to be restocked.

For products sold via pre-order, an estimated delivery time is always indicated when placing the order.