Refund policy
Exchange and Return Policy
At Marbella, we want to guarantee your complete satisfaction with your purchase. We allow the exchange or return of items purchased online, provided that the conditions indicated below are respected, in accordance with current Portuguese legislation (Decree-Law No. 24/2014, of February 14).
Exchange or Return Period
The customer has a maximum period of 30 days after receiving the order to request an exchange or return of an item. Marbella commercially extends the legal period from 14 days to 30 days, offering greater flexibility to its customers.
How to initiate an exchange or return
The process consists of three steps:
Step 1 — Request the official form
To begin the process, the customer must contact Marbella via email at marbellaglobaloficial@gmail.com, as follows:
- Subject: "Return Request — Order #SF[number]"
- Order number
- Email used for purchase
- General reason for the return
Our team will respond within 24 business hours with the link to the official return form.
Step 2 – Filling out the form
The official form collects planned information about the order, its receipt, the reason for the return, the condition of the item, and photographic evidence as per specified technical requirements. Completion takes approximately 15 to 20 minutes.
Accurate analysis of each case requires complete and reliable information. Requests with incomplete or inconsistent information will be rejected.
Step 3 — Validation and Shipment of the Item
After receiving the completed form, the Marbella team will analyze the request within 72 business hours. The customer will be notified by email with the decision:
- Approved: return address, RMA number, and shipping instructions
- Rejected: detailed justification of the decision
- Pending: request for additional information
The item should only be shipped after receiving email approval.
Conditions
Items will only be accepted for exchange or return if they meet the following conditions:
a) No signs of use, washing, perfume, makeup, or any type of damage;
b) With original tags intact, including price and composition tags;
c) With original packaging and other elements sent with the order;
d) In perfect condition for resale.
Marbella reserves the right to refuse exchanges or returns if the items do not meet these conditions after manual inspection at its facilities.
Shipping Costs
Shipping costs associated with exchanges or returns due to customer decision, including returns due to buyer's remorse or size exchange, are the customer's responsibility.
In the case of a defective item, shipping error, or product non-conformity, the return shipping costs will be covered by Marbella after validation of the reported situation.
Shipping of each item
Returns must be sent by registered mail with tracking to the following address:
Marbella Fashion — Returns
17-20 New Bond St, London W1S 2RB, United Kingdom
The RMA number provided by email must be written on the outside of the package. Packages received without an RMA will be returned to sender.
The customer has 7 days after approval to ship the item. After shipping, the tracking code must be communicated via email to marbellaglobaloficial@gmail.com.
Refund
After receiving the item at Marbella's facilities, a manual inspection of the piece will be carried out within 3 to 5 business days. Once the conformity of the piece with what is declared on the form is validated, the refund will be processed within the maximum applicable legal timeframe.
The refund is made using the same payment method used for the purchase:
- Debit or credit card: automatic refund to the original card
- MB WAY or bank transfer: refund by transfer to the IBAN provided on the form
The refund applies only to the value of the item, excluding shipping costs initially paid, except in cases legally foreseen.
Right of withdrawal
Under Decree-Law No. 24/2014 of February 14, the customer has the right to freely withdraw from the contract within the minimum legal period of 14 days without needing to state a reason. Marbella extends this period commercially to 30 days.
The exercise of this right is done through the procedure described above, by filling out the official form and sending the piece in the conditional condition.
Excluded Items
For hygiene or consumer protection reasons, returns will not be accepted for items that:
- Show signs of use incompatible with simple testing;
- Have removed or damaged labels;
- Exhibit strange odors, including perfume, tobacco smoke, or perspiration;
- Show stains from makeup, foundation, lipstick, or other substances;
- Have been used outside the home, in social or professional contexts;
- Are not resalable.
Delivery Times and Carrier Responsibility
Marbella undertakes to prepare and expedite orders within the timeframes indicated at the time of purchase. After the order is delivered to the carrier, delivery times depend exclusively on the carrier's services.
Marbella is not responsible for delivery delays resulting from logistical errors, strikes, periods of higher delivery volume, incorrect or incomplete addresses, absence of the recipient, customs detentions, or any other delays attributable to the carrier.
We recommend that, for orders intended for specific occasions—weddings, baptisms, events, trips, or other relevant events—the purchase be made in advance.
Failure to receive the order within the timeframe desired by the customer, when the delay is attributable to the carrier, does not, in itself, constitute grounds for return outside the conditions stipulated in this policy.
Contact
For any questions related to exchanges, returns, or clarifications regarding this policy:
Email: marbellaglobaloficial@gmail.com
Response within 24 business hours
Business hours: Monday to Friday, 9 am to 6 pm
Applicable Law
This policy is governed by current Portuguese legislation, namely:
- Decree-Law No. 24/2014, of February 14 — Distance contracts
- Decree-Law No. 84/2021 — Legal guarantee of consumer goods
- Law No. 24/96, of July 31 — Consumer Protection Law
Last updated: June 2026
Marbella Fashion — 17-20 New Bond St, London W1S 2RB, United Kingdom
