FAQs

Order Issues

Can I cancel my order?

If your order has not been dispatched and you wish to cancel your order for any reason, we are of course happy to process this for you. A full refund will then be processed for you and will appear in your account within 3-5 working days of the cancellation. Should your order have already been dispatched, please follow our returns process.

My item has arrived damaged, what should I do?

We package all our orders with Collectors in mind, however, some items can become damaged during transit. In this event, please contact us at marley@marleycollects.com and provide your order details within the subject line and attach images of the damaged product, minor marks or slight tears in sealed products would not be considered as damaged depending on the severity. If the item is deemed to be damaged and unsuitable a returns postage label will be emailed to the email address on your account for the item to be returned to us.

Can I change the address on my order?

If for any reason you need to change the address on your order, please contact us at marley@marleycollects.com

How do I find my order details?

Details for your order can be found under the my account section of the website, at the point of placing an order you will also receive an Order Confirmation email containing all your order details.

My tracking number isn’t working…

If your order has been dispatched, you will receive an automatic email containing the tracking details of your parcel. In some instances, there will be no updates available for the tracking number provided for at least 12 hours after receipt. In most circumstances we use Royal Mail for all our shipping services. In the event that there is an error message when tracking a parcel, please contact the courier service directly to investigate further.

Payments and Promotions  

Do you keep payment details on file?

We don’t store any payment details on our server.

When is the money taken for my pre-orders?

All pre-orders payments are taken at the point of ordering.

What payment options are available?

You can pay using a Secure Debit/Credit Card, PayPal, Clearpay, Apple Pay , Google Pay or Shop Pay.  

Delivery

Do you have a tracking number for my order?

Once your order is dispatched you will receive an email containing your parcels tracking number. All tracking numbers will go live within 12 hours of dispatch.

Where is my order?

We will aim to dispatch orders within 24 hours, we offer a Standard Delivery Service (2-5 Days) and a Next Day Delivery Service (24hour). However, in the event that your order has not arrived within this timeframe, please contact us so that we can investigate this further for you.

The tracking details for my order states that it has been delivered, however I have not received my order, what’s going on?

In this circumstance, it is likely that there has been an error with the tracking. Firstly, we would recommend checking safe spaces around your home and with neighbours, as well as contacting your local delivery office, as couriers will often leave orders here. If you are still unable to find the order after checking these places, please let us know and we can investigate this further for you.