Shipping Policy
Order Processing
All orders are processed within 1–2 business days after payment confirmation.
Orders placed on weekends or public holidays will be processed on the next business day.
Once your order has been shipped, you will receive a shipping confirmation email.
Shipping Destinations
We ship worldwide to most countries.
In some cases, certain destinations may be unavailable due to logistics restrictions.
If shipping to your country is not possible, we will contact you and provide a full refund.
Estimated Delivery Times
Delivery times vary depending on your location and shipping method.
Indonesia
Estimated delivery: 3–5 business days
Australia
Estimated delivery: 3–7 business days
United States / United Kingdom
Estimated delivery: 5–10 business days
Asia & Europe
Estimated delivery: 7–14 business days
Please note that delivery times are estimates and may vary depending on customs processing, courier delays, or peak seasons.
Shipping Costs
Shipping costs are calculated at checkout based on the destination and shipping method.
Marcella Bali may occasionally offer free shipping promotions, which will be clearly indicated on the website.
Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country.
These charges are the responsibility of the customer and are not included in the product price or shipping cost.
Tracking Your Order
If tracking is available for your shipment, you will receive the tracking number via email once the order has been shipped.
If you cannot locate your tracking information, please contact us at info@marcellabali.com and we will assist you.
Returns & Refund Policy
Damaged or Defective Products
We take great pride in the quality of our products. However, if your order arrives damaged or defective, please contact us within 3 days of receiving the package.
To submit a claim, email:
Please include:
- Your order number
- A description of the issue
- Clear photos showing the damage or defect
Once the claim is reviewed and approved, we will offer either:
- a replacement product, or
- a refund of the product purchase price
Returns
Returned products must:
- Be unused
- Be in original packaging
- Be in the same condition as received
Customers are responsible for the return shipping cost unless the return is due to a damaged or defective item.
We recommend using a trackable shipping method, as we cannot guarantee receipt of returned items without tracking.
Return Address
Marcella Bali operates with multiple fulfillment and distribution locations.
Before returning any product, please contact us at info@marcellabali.com so we can provide the correct return address.
Returns sent without prior approval may not be accepted.
Non-Returnable Items
For hygiene and safety reasons, some items may not be eligible for return once opened or used.
These may include:
- cosmetic products
- personal care items
- opened consumables
Refund Processing
Once we receive and inspect the returned product, we will notify you regarding the approval of your refund.
If approved, the refund will be processed to your original payment method.
Please allow 5–10 business days for the refund to appear in your account depending on your payment provider.
Shipping costs are non-refundable.
Incorrect Address
Please ensure that your shipping address is correct when placing an order.
Marcella Baliest cannot be responsible for orders lost or delayed due to incorrect or incomplete address information provided by the customer.
Lost or Delayed Shipments
If your order appears delayed or lost, please contact us and we will assist in locating your shipment with the courier.
If you have any questions about shipping, returns, or your order, please contact us: