Delivery, Returns & Cancellations
Hello Marilu is a micro business, and we only keep a small number of products in stock. A lot of products are actually made to order for our lovely customers, which does mean they can take around 3-7 working days to be dispatched. At busy periods such as Christmas, or for personalised orders, we may take around 7-14 working days to dispatch, and this does not include the delivery time. If you have any concerns about your delivery date, or need an item quickly then please do get in touch as we will always try our best to accommodate your needs.
UK online orders are generally sent by Royal Mail and you should receive them within 3-5 days of the dispatch date (not order date). We will always notify you of your dispatch date by email.
International Orders - Customs, Duties & Taxes
Hello Marilu is based in the UK. International orders are generally sent by International Standard post, with delivery usually taking 1-2 weeks from dispatch date (not order date), however this may vary depending on customs clearance. You will be notified of your dispatch date by email. Please note international delivery times can vary, especially at busy periods such as Christmas (this season will also have postage cut off dates) so please allow sufficient time when placing your order. International customs duties or taxes need to be paid by the customer, this may include orders sent as gifts internationally.
Updates for EU Countries
From July 2021, VAT will be charged on all imports (your orders) to the EU regardless of value. As a micro business we are not currently able to collect tax at the order stage, so you will receive a separate VAT charge which you will need to pay, in addition to any customs duties, when your order arrives. Orders placed via our website for the EU do not include VAT.
If you would prefer to pay the tax when you order from us online then we recommend you visit our Etsy shop HelloMariluStudio.
As a larger platform Etsy will have the facilities to collect and pay the tax on your behalf. You will still be liable for any additional fees however such as customs duties. If you have any questions at all please feel free to get in touch.
To clarify, the final amount paid should remain the same whether you order through Etsy or our direct website, however the difference is that with Etsy you will pay the VAT when you place the order, but if you order through our direct website you will pay the VAT when your order arrives in your country. Both methods will still be liable for any customs duties.
If your order has shipped we can not accept cancellations due to these additional charges.
Returns and Refunds
Customer satisfaction is extremely important to us and we hope that you will always be happy with your products. In the event that you wish to return an item please email us so we can discuss the return procedure. We do ask that you pay the return postage and package the item carefully. Once the item is received back to us in an unused, re-saleable condition we will issue a refund for the item only, not for the original or return postage. Please note it is your responsibility to return the goods to us in good condition so please return by recorded mail or at least with proof of postage from your local post office. We can't take responsibility for lost or damaged items.
Unfortunately we can't accept returns of personalised products, however if you do have any issues with a personalised item then please do get in touch as we may be able to help resolve the problem.
If your item is damaged or incorrect then we will endeavour to replace free of charge once we have more information from you.
Cancelling an order
If you wish to cancel an order please email us to check the order has not yet been processed and dispatched. We don't generally offer refunds or cancellations on workshops or personalised gifts, however you can still get in touch to discuss potential options. It is within our right to refuse a cancellation if the order has already been processed or dispatched.