Last updated: August 3, 2026
We offer a 30-day voluntary return period. You may request a return within 30 days after the date your order is delivered.
This voluntary return policy is in addition to any mandatory consumer rights that apply in your country or region.
To qualify for a voluntary return, an item must be unworn, unwashed, unused, free from marks, odors, damage, or other signs of wear, with all original tags attached and in its original packaging.
You must also provide your order number or other proof of purchase.
Because tights and hosiery are close-fitting garments, please handle them carefully when checking the color, size, and material.
Where an item was supplied in genuine sealed packaging for health or hygiene protection, the item may be ineligible for return after the seal has been broken, but only where and to the extent permitted by applicable law.
This hygiene-related condition does not limit rights relating to products that are defective, damaged, unsafe, materially misdescribed, or incorrectly supplied.
Before returning an item, contact support@marcellise.com and include:
If the return qualifies, we will provide return instructions and the authorized return address in Hong Kong.
Please do not send products to our registered business address unless we specifically instruct you to do so.
Contacting us before sending the item helps us identify and process the return. This procedure does not restrict any statutory withdrawal or consumer right. A return sent without sufficient order information may be delayed or returned if we cannot identify it.
For voluntary returns, including returns due to a change of mind, size, color, or personal preference, the customer is responsible for return shipping costs. We recommend using a trackable shipping service.
Original shipping charges are not refundable for voluntary returns except where required by applicable law. Express, priority, or upgraded delivery charges are not refundable beyond the cost of the least expensive standard delivery option where applicable law requires that standard delivery cost to be refunded.
If an item is defective, damaged, unsafe, materially different from its description, or the wrong item was sent, Marcellise will provide an appropriate remedy and will pay or reimburse reasonable return shipping costs where required by law.
Please do not discard or return a damaged, defective, unsafe, or incorrect item until we provide instructions.
Please inspect your order after delivery and contact support@marcellise.com promptly if an item is damaged, defective, unsafe, materially misdescribed, or incorrect.
Reporting a problem promptly helps us investigate the issue with the carrier or fulfillment provider, but it does not reduce any non-waivable right available under applicable consumer law.
Depending on the circumstances and applicable law, the available remedy may include a repair, replacement, price reduction, or refund.
Australian customers retain all remedies available under the Australian Consumer Law. Nothing in this policy excludes consumer guarantees or other mandatory rights that cannot lawfully be excluded.
We do not currently process direct exchanges for voluntary returns. The fastest option is to return the eligible item and place a separate order for the preferred item.
This does not affect any right to a replacement for a defective, damaged, or incorrectly supplied item.
Sale items follow the same return conditions stated in this policy unless a lawful exception was clearly disclosed before purchase.
A discounted or sale price does not remove rights relating to products that are defective, damaged, unsafe, materially misdescribed, or incorrect.
Gift cards are non-refundable except where required by applicable law.
If you are a consumer in the European Union or United Kingdom, you generally have the right to withdraw from or cancel an eligible distance purchase within 14 days after you, or a person designated by you other than the carrier, receives the goods, without giving a reason.
Our 30-day voluntary return period provides additional time but does not replace or restrict this statutory right.
To exercise a statutory withdrawal or cancellation right, email support@marcellise.com with a clear statement that you wish to withdraw from or cancel the purchase. Include your name, order number, the items concerned, and the delivery date.
You must send the goods back within 14 days after notifying us, unless applicable law provides otherwise. You are responsible for the direct cost of return shipping if we informed you of that responsibility before purchase.
We will reimburse eligible payments, including the cost of our least expensive standard outbound delivery option, within the period required by applicable law. Where permitted, we may withhold reimbursement until we receive the returned goods or you provide evidence that they were sent back.
You may be responsible for diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods.
Statutory exceptions may apply, including to genuinely sealed goods that are not suitable for return for health or hygiene reasons after unsealing, but only where all legal requirements for the exception are satisfied.
Our 30-day voluntary return period applies to eligible orders delivered in Japan.
The return conditions, return shipping responsibility, delivery terms, and cancellation terms are described in this policy, our Shipping Policy, and our notice under the Act on Specified Commercial Transactions.
Nothing in this policy limits remedies required for defective, damaged, materially misdescribed, or incorrectly supplied goods.
We will notify you after receiving and inspecting the returned item and inform you whether the refund has been approved.
If approved, the refund will be issued to the original payment method, normally within 10 business days after approval. Your bank, card issuer, or payment provider may require additional time to process and post the refund.
Where applicable law requires an earlier refund or a different procedure, we will follow that requirement.
Import duties, taxes, customs-clearance charges, and carrier fees paid directly by you to a government, customs authority, postal operator, or carrier are not amounts received by Marcellise and generally cannot be refunded by us. You may need to apply directly to the relevant authority or carrier.
If more than 15 business days have passed since we confirmed approval of your refund, contact support@marcellise.com.
You may request cancellation by emailing support@marcellise.com before the order has shipped.
If the order has not shipped, we will cancel it and refund the amount paid to the original payment method.
If the order has already shipped, it normally cannot be recalled. The applicable return process must be followed after delivery.
This section does not limit any mandatory withdrawal or cancellation right provided by applicable law.
Return and refund questions: support@marcellise.com