Free Shipping on All Orders Over €80
Orders & shipping
How do I place an order?
- Browse our collections and select the items you love.
- Choose your size and add them to your cart.
- Proceed to checkout and enter your shipping details.
- Complete your purchase using a secure payment method.
What payment methods do you accept?
We accept:
- Credit/Debit Cards (Visa, Mastercard, American Express)
- PayPal
- Apple Pay & Google Pay
Can I modify or cancel my order after placing it?
We process orders quickly, so if you need to make changes or cancel, please contact us within 2 hours of placing your order. Once your order is processed, we cannot make changes.
Where do you ship to?
We offer worldwide shipping. Delivery times and costs vary depending on your location.
How do I return my order?
If you would like to return your order, please fill out the return form that came with the package. Make sure to include all the information requested on the form, such as the order number and the reason for the return. Once the form is complete, carefully seal the package and attach the shipping label that was also included with the package. Place the package in an appropriate shipping box and be sure to take the package to the post office or a courier service as soon as possible. If you have any questions about the return process, please contact our customer service team for assistance. We hope that you are completely satisfied with your purchase, but if you are not, we are here to help.
How much does shipping cost?
Shipping fees are calculated at checkout based on your location and selected shipping method. We may offer free shipping for orders above a certain amount.
How do I track my order?
Once your order is shipped, you will receive a tracking number via email. Use this number to track your order on our website or the courier’s website.
Keep in mind that it can take up to 48 hours before the track & trace is available. Can't track your package after 48h? Please send us an email to info@puella-marina.com and we will contact the shipping company.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery as long as the items meet the following conditions:
✅ Unworn & unwashed
✅ In original packaging with tags attached
✅ Free from damage, stains, or perfume
How do I initiate a return?
Contact Us First – Email our customer support team at [Your Email] with your order number and reason for the return.
Wait for Instructions – Our team will review your request and respond with the next steps, including the return shipping address.
Ship Your Item – Once approved, send the item back following the provided instructions.
Processing & Refund – After we receive and inspect your return, we will process your refund or exchange within 5-10 business days.
Do I need to cover return shipping costs?
Yes, return shipping costs are the customer's responsibility unless the item is defective or incorrect.
Can I exchange an item instead of returning it?
Yes! If you need a different size or color, please let us know when you contact us, and we’ll guide you through the exchange process.
Account Info
Do I have to create an account?
No, you don't have to create an account. However, we strongly recommend that you create an account so that you can take advantage of the various benefits it offers. For example, you will be able to access your account easily the next time you visit us, and you will also be able to get personalized recommendations and services tailored to your needs. By creating an account with us, you will be able to make the most out of our services and save time in the future.
How do I change my account password?
If you have forgotten your password, don't worry. You can easily reset it by clicking the 'forgot password' link. Once you click the link, you will receive an email with instructions on how to create a new password. Follow the instructions to set a new password that is secure and easy to remember. Remember to keep your password safe and never share it with anyone.
