Refund policy
At Marelli Exclusive, most of our products are made to order specifically for each customer in the selected size, color, and options. Because production begins specifically for your order, cancellations, returns, and exchanges are limited as described below.
We want you to feel confident when ordering from Marelli Exclusive. Before an order is submitted to production, you will have an opportunity to review and confirm your order details. If your order arrives with a verified production error or does not match the approved specifications, we will work with you to review and resolve the issue.
This policy applies to all products sold by Marelli Exclusive, including dresses, gowns, veils, overskirts, sleeves, capes, boleros, jackets, belts, fabrics, accessories, and other products.
Cancellations
Orders canceled within 24 hours of confirmed payment are eligible for a full refund.
After the 24-hour cancellation period, cancellation requests are not guaranteed.
If a cancellation is approved after the 24-hour cancellation period but before the order has been submitted to the designer, payment processing fees charged by the payment provider, such as credit card, PayPal, or Shop Pay fees, are non-refundable and will be deducted from the refund amount.
If a cancellation is approved after the order has already been submitted to the designer, payment processing fees and any additional costs already incurred in connection with the order, including but not limited to materials, labor, and production time, will be deducted from the refund.
Depending on the stage of production and the costs already incurred, only a partial refund may be available, or the order may no longer qualify for a refund.
Customers are responsible for reviewing and confirming all order details before final approval.
Final Sale Items
Because most of our products are made specifically for each customer, products submitted to production are final sale except as otherwise provided in this policy, including in the case of a verified production error, manufacturing defect, or incorrect product.
Returns or exchanges are not accepted for reasons unrelated to a verified production error, manufacturing defect, incorrect product, or another exception specifically provided in this policy.
This includes, but is not limited to, changes in personal preference or event circumstances, sizing or measurement issues not caused by a production error, expected alterations, approved color selections or customizations, normal handmade variations, and differences caused by photography, lighting, monitors, or device displays.
Please review our Order Policy & Guidelines before ordering for complete information regarding sizing, measurements, customizations, colors, handmade production, alterations, and other important order considerations.
Customizations & Color Selections
Customizations and color selections are final once approved and submitted to production.
The appearance of a customized product or a product ordered in a different color may differ from photographs of the original design. In many cases, photographs of the completed product in the requested customization or color combination are not available before production.
Swatches, component photographs, sketches, videos, or other references are provided for general reference and may not represent the exact appearance of the completed product.
Dissatisfaction with an approved customization or color selection does not qualify as a production defect provided the product was made according to the approved specifications.
If the completed product materially differs from the approved specifications, it will be reviewed under the Reporting a Production Issue section below.
Handmade & Appearance Variations
Many Marelli Exclusive products are individually produced and may include handmade elements such as lace, appliqués, embroidery, beadwork, embellishments, decorative trims, draping, or other individually applied details.
Minor differences in placement, appearance, texture, fullness, drape, shimmer, edging, or other handmade details are normal and are not considered defects.
Items may also require steaming, pressing, or styling after shipping to achieve their intended appearance.
Some photographs may show products styled with crinolines, petticoats, hoops, or other accessories that are not included unless specifically stated in the product description.
Some fabrics are manufactured with glitter or shimmer finishes. Glitter or shimmer shedding during handling, shipping, steaming, fitting, or normal wear is an inherent characteristic of these fabrics and is not considered a manufacturing defect.
Please refer to our Order Policy & Guidelines for additional information regarding handmade products, color variations, styling, and accessories.
Sizing & Measurements
Designer sizing varies, and customers are responsible for selecting the appropriate size or providing accurate measurements.
Incorrectly submitted measurements are not considered a production defect.
Because products are individually constructed and finished by hand, finished measurements may vary by approximately 0.5 inch in either direction at individual measurement points. Variations within this tolerance are considered normal.
Custom sizing does not guarantee that alterations will not be necessary. Final tailoring may be required to achieve the customer's preferred fit. Bridal and formalwear commonly require two to three fittings to achieve the desired fit and finish.
Please review our Order Policy & Guidelines for complete sizing and measurement information.
Reporting a Production Issue
We will work with you to resolve verified production issues, including but not limited to incorrect size, color, style, missing approved customizations, or other manufacturing defects or production errors that differ materially from the approved order specifications.
Any production issue must be reported within three (3) days of delivery by emailing customerservice@marelliexclusive.com or by replying to your existing email communication with Marelli Exclusive.
Before any return, refund, exchange, or other remedy is considered, we must first verify that a manufacturing defect or production error exists.
Please include clear photographs and/or videos explaining the issue. If the issue relates to sizing, photographs or videos showing a measuring tape against the affected area of the item are required. Additional photographs, videos, or documentation may be requested.
We reserve the right to consult with the designer's office when evaluating any reported issue. The designer's production records, approved specifications, quality control documentation, photographs, videos, and inspection records may be used in determining whether a manufacturing defect or production error exists.
After reviewing the submitted evidence, we will determine whether the issue is the result of a verified manufacturing defect or production error and whether the item qualifies for repair, alteration, return, exchange, or refund.
Do not return any item without prior authorization from Marelli Exclusive.
If a return is approved, we will provide return instructions.
The item must be shipped within three (3) business days of receiving approval.
Returned items must be:
- In original condition
- In the original packaging
- With all tags attached
- Unaltered
- Unworn
- Unwashed
- Undamaged
- Clean and free of hair, lint, perfume, smoke, pet hair, makeup, or other odors
Items that have been worn, other than for a reasonable try-on to assess fit, altered, damaged, or otherwise do not meet these requirements will not qualify for a refund and may be returned to the customer at the customer's expense.
If you choose to alter or repair the item without our prior written authorization, we cannot reimburse alteration costs or issue a refund.
Items determined to be unsellable due to customer use, alterations, damage, or failure to comply with this policy will not qualify for a refund, exchange, or store credit.
Shipping Damage or Incorrect Shipment
If you believe the wrong item was shipped, please contact us as soon as possible and retain all packaging.
Please also review our Shipping Policy for information regarding shipping damage, delivery issues, customs, and mis-shipped products.
Contact Us
If you have questions about cancellations, returns, production issues, or any part of this policy, please contact us: customerservice@marelliexclusive.com
We encourage customers to contact us with any questions before ordering so we can assist before an order is submitted for production.