Frequently Asked Questions

Complimentary shipping is available on orders exceeding a specified amount, which may vary depending on your delivery destination.

We use DHL for international orders & Transcorp for local UAE orders. 

We ship internationally. Our trusted courier for all International orders is DHL.

Shipping destinations:

• We ship within UAE and Worldwide via DHL & Transcorp.

Shipping Timeline

• Each garment has a different shipping timeline, as some pieces require more time to be made, while others are currently in stock.
• During Big Sales such as Black Friday, Cyber Monday, Ramadan & other Holiday Sales - some orders might be shipped within 20-30 working days.
• Once fulfilled - local orders take 2 business days to be delivered to you (except Sundays).
• Once fulfilled - International orders take 3-7 business days to be delivered via DHL.
• Shipping time might vary depending on situation with location, shipment method and other factors.
• Please note if you provided incomplete address, the shipment might be delayed due to our courier partner trying to contact you.

Orders that are not received by the recipient and therefore sent back will be refunded.

***All refunding decisions will be made based of DHL claims.

*If your order was not delivered or lost and the latest tracking in DHL states that it is being resent to us after delivery attempt failed, we will give you a 100% refund excluding the shipping cost.

*If your order was not delivered or lost and the latest tracking in DHL states that it was DELIVERED, please contact your local post office, show them your tracking number, and they should help you locate it if they sent it to the wrong address or it was stolen. WE DO NOT GIVE REFUNDS ON ORDERS THAT DHL STATES ARE DELIVERED.

Incorrect Address

It is the customer’s responsibility to provide the correct shipping/delivery address for their orders. If the incorrect delivery address is provided, we are not responsible to refund your purchase or replace the goods.

If you placed an order by mistake - we can help you out. During our working hours only (9-7 PM GST time), you have up to 30 minutes from the time you click 'Submit Order' to cancel it. You may send us an email at help@marblapparel.co.

All the order cancelation requests that are not requested within the first 30 minutes will be rejected by the Customer Service team.

For any cancelations - we will hold 2% out of the total purchase amount (this amount is charged to us by our payment processor).

MARBL is not responsible for the customs duty and the customs clearance fee. You may be charged custom fees for something purchased online. For more information please contact your local customs office. If the customer refuses to pay customs, he/she will be charged for delivery for both ways. 

***If the recipient refuses delivery of their order due to a customs charge your package will be considered abandoned and disposed of by the shipping carrier and therefore, your order is not eligible for a refund. MARBL is not responsible for the handling of an abandoned order. Should any costs be incurred to return the parcel back to us, these costs will be deducted from any possible refunds.

By purchasing at MARBL goods via this platform, you accept the policies stated above. Please read them carefully. The terms stated above have the same meaning as the General Terms and Conditions.

All our orders are shipped from our UAE warehouse. 

You can select your preferred payment method at checkout.

• We accept secure payments for both local & international customers via Credit Cards, Debit Cards and Apple Pay. 
• Cash on Delivery is NOT available. 
• Tabby 4 interest free installment payment method available for customers in the UAE, KSA and Bahrain.

Most of our garments are made to order, as noted on each product page. Some styles are in stock and ready to ship, which is also clearly stated on the respective product listings.

Since each piece is crafted with care and varies in complexity, production timelines differ - some garments may take longer due to intricate detailing or higher demand, while others may be ready sooner. We kindly ask you to refer to the estimated timeframe provided on the product page of the item you've ordered.

During high seasons or in the case of unexpected surges in orders, production and shipping timelines may be extended. While we always strive to stay within the promised timeframe, delays of up to one additional week can occasionally occur.

We truly appreciate your patience and support for slow fashion.

marbl. clothing is made in Dubai, UAE Istanbul, Turkey and China. By manufacturing locally we are constantly reducing our carbon footprint, as we work to contribute to an eco-conscious future.

All orders are carefully, responsibly hand-made to fit you perfectly, so each order will go through 2-7 working days of extra preparation time until we hand your items to our carrier for shipping. 

Once an order is placed we cannot retroactively apply the discount code. Please save this code for your next order!

All of our warehouse and factory workers are ensured fair wages, safe environments and healthy working conditions. Usually, we pay 35% of the garment cost to our in-house tailors, the rest of the costs include materials, warehouse rentals & maintenance fees, other employees salaries & marketing.

Most of our best sellers are currently available in sizes XS up to 2XL or 3XL depending on the style.

• We offer a 14 days Return policy. 
• If you receive an incorrect item or an item that is damaged, email us at help@marblapparel.co. Please send a photo of the damaged item if applicable. You have 48 hours after the purchase to exchange or get a refund on defective items. After 48 hours we will not be able to replace the damaged item. 
• If the product is fine but you've changed your mind, we can offer store credit on all items or full refund on full priced items.
• To be eligible for refund - goods must be unused, undamaged and accompanied by proof of purchase and all the clothing tags.
• Return and refund is not applicable for discounted/sale items at 20% or above. Products purchased during sale events will be refunded through store credit only.
• No refund for items purchased during Black Friday, Cyber Monday & other Big sales.
• Return/exchange only applies for apparel, it doesn’t apply for hair accessories and face masks for hygiene reasons. 
• No exchange or refund applies for customized items.
• IMPORTANT: some of our garments are "made-to-order" and we only issue store credit for those items (you may check the Product description to see if your item is "made-to-order"
• Refund fee with our courier is AED 35 within UAE, international fees can be requested via email. We will create the return from our side and the return fee will be deducted from the total refund amount. 
• If you placed an international order that qualified for free shipping but later choose to return it, we will deduct the original shipping cost (covered by us) from your refund amount. This is because the delivery fee was initially waived based on your order total. This fee depends on your shipping destination and typically ranges between 20-40 USD.
• The original order shipping fees are not refunded. 
• For international returns - we are not responsible for any custom duties & fees related to the shipment. 
• If you choose to receive store credit refund - it will be the full amount without any deductions. 
• If you wish to use our own courier, please let us know and we will issue a refund once your package is received. 

Exchange:

• Timing: we have a 7 days Exchange Policy, since the day item was received.
• To be eligible for an exchange, goods must be unused, undamaged and accompanied by proof of purchase and all the clothing tags.
• Exchange or return is NOT applicable for customized garments. 
• For exchange, please submit your request here.
• After submitting your exchange request - we will send an online invoice to pay for the shipping fees to your registered email address. 
• Once the invoice has been paid - the team will create shipping labels and assign a courier to pick up the exchange items from you. 
• Once the exchange item has been received to our warehouse - we will inspect the items within 1-3 working days and ship the new item. 
• The new shipment will be shipped within 2-14 working days since most of our garments are made to order. 
• Please note that customers are responsible for shipping costs of returned items.
• Exchange fee within UAE is AED 29. International exchange fees have to be confirmed with our Customer Care team.

• Your exchange items will be shipped with a standard shipping service. We will notify you via email once your exchange has been shipped. This email will include all tracking details.
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• You will receive an email when your refund has been approved and processed within 7-10 working days from receiving the goods back to our warehouse.
• Store credit refunds will be processed within 2-5 working days from receiving the goods back to our warehouse.
• It will take between 3-5 working days for this transaction to be authorised by your bank and for your funds to appear in your account. You will receive your refund in the original form of payment. (We cannot issue refunds to an alternative card or bank under any circumstances).
• The overall processing period for refunds is up to 30 working days. 
• Original shipping charges are non-refundable. We cannot refund duties, taxes or shipping charges.
• If we deny your refund or exchange request we will send the items back to you. We will also email you with a letter explaining the reasons that the request did not meet our Returns Policy guidelines. We will include images of said garment. 
• Contact help@marblapparel.co if you have any additional questions