FAQ
Everything you need to know
We've put together answers to the questions we hear most. If you can't find what you're looking for, we're always happy to help — just drop us a line at support@marvylla.com and we'll get back to you within 24–48 hours.
ORDERS & PAYMENTS
How do I place an order? Simply browse our collections, select your preferred style and colour, and click "Add to Cart". When you're ready, proceed to checkout and complete your purchase securely.
What payment methods do you accept? We accept all major credit and debit cards (Visa, Mastercard, Amex), PayPal, Apple Pay and Google Pay.
Is it safe to shop on Marvylla? Absolutely. Our store uses SSL encryption and all payments are processed through secure, PCI-compliant payment providers. We never store your card details.
Can I change or cancel my order? Contact us within 24 hours of placing your order at support@marvylla.com and we'll do our best to accommodate changes before dispatch.
SHIPPING & DELIVERY
How long does delivery take? Orders are processed within 1–3 working days. Standard delivery takes 5–10 working days depending on your location. You'll receive a tracking number by email once dispatched.
How much does shipping cost? Free worldwide shipping on every order. No minimum spend, no hidden fees.
Do you ship internationally? Yes — we ship worldwide. Delivery times and carriers may vary by destination.
How do I track my order? Once your order ships you'll receive a tracking number by email. Allow up to 24 hours for tracking to update after dispatch. If you haven't received your tracking within 5 working days please contact us.
What if my order is delayed? If your order hasn't arrived within the estimated timeframe, first check your tracking link. If there's no update after 15 working days please contact us at support@marvylla.com and we'll investigate immediately.
RETURNS & REFUNDS
Can I return my order? Yes — we offer a 14-day return window from the date of delivery. Items must be unused, unworn, with tags attached and in original packaging.
How do I start a return? Email support@marvylla.com with your order number and reason for return. We'll send you the return instructions. Please don't send items back without prior approval.
Who pays for return shipping? Return shipping costs are the responsibility of the customer.
When will I receive my refund? Once your return is received and inspected, refunds are processed within 5–10 business days back to your original payment method.
What if my order arrives damaged or incorrect? Contact us within 48 hours of delivery with clear photos at support@marvylla.com. We'll offer a free replacement, exchange or store credit immediately.
PRODUCTS
Are your bags real leather? All Marvylla bags are crafted from premium vegan eco-leather — 100% synthetic, cruelty-free and designed to look and feel luxurious. This is clearly stated on every product page.
How do I care for my bag? Avoid prolonged exposure to water, oils, perfumes and direct sunlight. Clean gently with a soft dry cloth and store in a cool dry place. A dust bag or pouch helps maintain its shape.
Do your bags come with a dust bag? Selected styles include a dust bag. Check the product description for details.
Are your bags true to the photos? We photograph all products in natural lighting to represent colours as accurately as possible. Slight variations may occur depending on your screen settings.
ACCOUNT & OTHER
Do I need an account to order? No — you can checkout as a guest. However creating an account makes it easier to track orders and manage returns.
How can I contact Marvylla? Email us at support@marvylla.com — we respond within 24–48 hours, Monday to Friday.
Do you have a physical store? We are an online-only brand, which allows us to offer premium quality bags at accessible prices with free worldwide shipping.