FAQ, Shipping details and Policies


ORDER STATUS & RETURNS

 

 Covid-19 Pandemic

Please expect delivery times to be 4 to 6 wks or longer due to the lack of flights from covid 19 restrictions.

 

Do I need an account to place an order?

No you do not require to create an account to make an order, simply checkout as a guest.

 

Which methods of payment do you accept?

The methods of payment we accept are PayPal, Apple Pay, and any major credit card company.

 

Are my payment details safe?

Yes, all orders are processed through either Stripe or PayPal and our store is hosted by Shopify, every page uses SSL encryption to ensure your data is protected. We also respect your data privacy by only collecting the personal information necessary to complete your order, it is then kept encrypted only for our records and is never sold.

 

I just got an email that states ‘I received a refund’. What does that mean?

This would indicate that your purchase has been refunded back into your account and it will take 8 to 27 business days to be credited back into your account and may vary for different mode of payment you made.

 

Why was my order cancelled?

One may receive a refund for any of the following reasons: Some countries have legislative restrictions which means we cannot ship to said country. Your address is in invalid format. The method of payment appeared as a high-risk order. Please contact us if you'd like to discuss about the cancellation at sales@maraeli.com

 

I have placed an order but I have not received a confirmation email?

It will take 3 business days to receive a confirmation if you have not received by then, please do drop us a message at sales@maraeli.com and we will resend the confirmation email.

 

I placed an order but haven't received shipping information yet?

Customer orders are generally processed in 1-3 business days upon which there may be time between postal scans especially on international shipping. We have found international tracking to be quite delayed and incorrect. It usually takes 5-7 days for tracking information to show up. 

 

How Can I Cancel or Change My Order?

If you would like to cancel or change your order please contact us within 24 hours. We are unable to cancel or change your order once it has already been sent to you which is usually within 24 hours from order time.

 

How Do I Track My Order?

In our experience international order tracking is very unreliable with long periods of no updates and submission delays which generally leave our customers frustrated. Due to this we don’t give out tracking links straight away although all orders do come with international tracking and we can supply this for your order on request.

 

Who should I contact if I have any queries?

If you have any issues or queries please don’t hesitate to contact us via the contact form or directly at sales@maraeli.com

 

Where do you ship?

We ship worldwide, but unfortunately there are some countries that have legislative restrictions which do not allow us to ship to them. Any country under U.S sanctions is unfortunately not able to be shipped to.

 

Shipping Rates

We currently provide free worldwide shipping with all orders.

 

What Shipping Methods Are Available?

As we intend to keep shipping free for all orders and countries, we don’t offer variable shipping methods. Our standard shipping method usually reaches you within 4 to 6 weeks. If you’d like a faster delivery time you can contact us for an express shipping quote.

 

Insured Shipping

If you wish to insure your item, please contact us at sales@maraeli.com and we will assist. Cost of the insurance will be at the buyer’s expense.

 

If I have ordered different products, am I able to receive them under 1 shipment?

Different products cannot be combined under one shipment due to the difference in lead time by the different manufacturer. You will receive them separately. Should you still prefer it under one shipment, additional cost will be borne by the buyer and a delay in delivery time.

 

 

Shipping & Delivery Details

 

Our store ships to more than 185 countries with free standard shipping on all items sold in our online shop. Estimated Delivery Time is between 7-60 days depending on delivery country and item size, larger items require longer delivery times. Some countries have various custom processing times which will increase delivery times, shipping options are also limited for some countries. For some of our products we offer express postage as an extra cost however this can get expensive for large items across the globe.

 

Shipping times varies by location and item size. These are our estimates:

LOCATION

*ESTIMATED SHIPPING TIME

United States

7-28 Business days

Canada, Europe

7-24 Business days

Australia, New Zealand

7-21 Business days

Mexico, South America

10-45 Business days

Note: The delivery time mentioned above does not include order processing time that usually varies.

 

The following cases should be taken into consideration regarding shipping times:

  1. Weight and dimensions of package
    2. Destination
    2. Customs processing times
    3. Freight options available to destination country

 

Address Format

Please make sure your shipping address is correctly formatted for worldwide shipping as we are not liable for undelivered packages due to incorrect shipping addresses. If tracking has shown your package is being returned, we will either reship or refund your order, if tracking has scanned your package as delivered your order is considered finalised and received with no further requirement on us. Unless specified we ship to the address you placed in the checkout form.

 

Customs

We are unable to control or help in the customs process of your country as it is out of our reach. Different countries have different tax rules on imported goods, and you may have to pay taxes or fees on the item to your customs office. As our products are generally items of less than $100 value this customs fee would be marginal if anything. If items are detained by your customs office after the shipment has left our base country, the buyer is responsible for clearance of the detained items which may involve taxes.

 


Return Policy

If you wish to return or exchange the item, we offer free returns within 30 days from receiving your order. Return shipping cost must still be borne by the buyer. Return or exchange cannot be made if the product is damaged, bought on a discount or have any signs of any wear or use of the product. All returned items must be in the original packaging and condition. Please contact us and state the reason for the return or exchange of the item. If you have returned the product to us, please provide the tracking number to us. If you are granted a refund due to unsatisfactory reasons, the refund will only be processed once we have received the return item.

 

Refund Policy

Refunds can only be made within 24 hours from the time of purchase or the item received is damaged or lost. If you want refund, please contact our customer service and please do not open a dispute on our page. You may reach out to us at sales@maraeli.com.

 

Reshipment policy

If you have provided with the wrong mailing address, only upon the return of the package will we proceed to reship to you. Please note that reshipping charges will be at the buyer’s expense.