Frequently Asked Questions

Help Center

Refund policy & terms of service

Returns and Exchange

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 1-8 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.

Returns:

We offer a 7 days Return policy.
If you receive an incorrect item or an item that is damaged, email us at h elp@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.
The original order shipping fees are not refunded.
For international returns - we are not responsible for any custom duties & fees related to the shipment.
Cash on delivery returns will be only refunded via store credit only.
If you wish to use our own courier, please let us know and we will issue a refund once your package is received.

Process time for refunds:

Please allow 14 working days from when your return is tracked as delivered back to our UAE warehouse for us to issue you with your refund.

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).

Shipping

Shipping destinations:

We ship within UAE and Worldwide via DHL & Transcorp.

Shipping Timeline

All the orders are fulfilled within 2-16 business day (except Sunday). So if the order was placed on Saturday after 2 PM UAE time - we will ship it on Monday.
During Big Sales such as Black Friday, Cyber Monday, Ramadan & other Holiday Sales - some orders might be shipped within 20-25 working days.
Once fulfilled - local orders take 2 business days to be delivered to you (except Sundays).
Once fulfilled - International orders take 4-7 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.

Lost Packages

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.

Customs duty and Customs clearance fee

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

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.

Delivery fees

UAE: Free delivery for all orders

KSA: Free delivery for orders above SAR 429, for orders below SAR the delivery fee is SAR 30

Kuwait, Bahrain, Oman, Qatar: Free delivery for orders above AED 550, for orders below AED 550 the delivery fee is AED 35

USA, Canada: Free delivery for orders above USD 135, for orders below USD 135 the delivery fee is USD 12

Europe: Free delivery for orders above EUR 150, for orders below EUR 150 the delivery fee is EUR 10

Rest of the world: Free delivery for orders above USD 215, for orders below USD 200 the delivery fee is USD 27.

Payments

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.

Where is marbl. clothing made?

marbl. clothing is made in Dubai, UAE and Istanbul, Turkey. 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 making/preparation time until we hand your items to our carrier for shipping.

Where do you ship?

We ship internationally. Our trusted couriers currently are Aramex and DHL.

I forgot to add discount code to my order. Can you apply it after I placed my order?

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

Where are your products made?

Our products are manufactured with quality and precision in Dubai, UAE where our tailors have over 10 years of experience in textile manufacturing. The raw materials we use come from manufacturers in Japan, China & Turkey.

Do you offer plus sizes?

All of our styles are stocked in a full and inclusive size range from XXS to 4XL.

Are your workers/tailors paid a fair wage?

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.

Do you offer free delivery?

Yes we do: