Frequently Asked Questions
How can I pay for my items?
At this moment and time we are accepting Card and Bank Transfer payments only, please ensure your address used for the billing address info is correct, We use a trusted payment Gateway for our card processing, please use the details provided and your order number for ease of processing.
Can I track and trace my order?
Yes - If you wish to track your parcel don't hesitate to contact us with your order number and we can send you an email with your track and trace number as soon as we can.
For Royal Mail shipments (including UK and international): You can trace your package at royalmail.com.
Recorded Delivery is NOT guaranteed within 1-2 days, but usually will get to you in that time. Special Delivery is guaranteed next day.
Please note that orders shipped via Royal Mail International Signed For can only be traced up until they leave the UK. After this, they are in the hands of your country's postal service.
How long will I have to wait for my order?
The standard delivery time for UK deliveries is 1-2 days. This is with Royal Mail 1st class Recorded Delivery. If you want free delivery (minimum spend £25 / maximum weight 2kg) you can opt for 2nd Class Recorded which takes 4-5 days. If you want a guaranteed next day delivery, you can choose Royal Mail Special Delivery or Courier. (Please note that Saturdays are not included in delivery days.)
Business Post - All orders received by 3pm will be shipped on the same day. Any orders received after 3pm will be sent the next day.
Royal Mail - All orders received by 4:30pm will be shipped on the same day. Any orders received after 4:30pm will be sent the next day.
Orders received at the weekend will be shipped out on the following Monday.
What do I do if my order hasn't arrived?
We will always send out your delivery as soon as your payment has been authorised. If your package is late, this is primarily an issue for the postal or courier services. Please go to them first, before contacting us. Use the tracking number you received from us by email (excluding International Courier shipments).
What do I do if my order gets lost in the post?
Very rarely, orders can get mislaid along the postal chain. We always have proof that we have sent out your order and we can check to make sure that the package has or hasn't been signed for at the delivery address. If there is a problem we will be able to claim compensation for you. Please note that with UK Royal Mail consignments, they do not consider a package to be lost until 15 working days after it was sent. For International Royal Mail consignments, you must allow 25 working days after the package was sent before we can make a claim. Due to this, it can take a while for compensation to come through.
How will I know when my order has been sent out?
You'll get an email to say that your order has been despatched. You may be provided with your tracking number as well.
Is the packaging discreet?
Yes, packaging is very discreet and plain. Most small items are shipped in white Jiffy bags. Larger items and fragile items are shipped in brown boxes or grey mailers. Our packages never have our name or brand on the outside!
What will show up on my credit card statement?
Your credit card statement will show that you have made payment to "Marleys".