Shipping policy

Order Processing

After your order is placed, it’s added to our production schedule for micro-batching. Our products are crafted in small batches to ensure their quality and efficacy.  Please allow up to 10 business days from date of purchase for your order to ship. Unless otherwise noted on the individual product. 

SPECIAL SHIPPING SITUATIONS:

  • Due to the huge influx in the quantity of orders during deeply discounted flash sales like Beauty Blitzes, One Day & Weekend Deals, the regular processing time DOES NOT APPLY. It may take up to 15 business days to ship.
  • Holiday Soiree, Black Friday thru January 5th, shipping time might be up to five weeks.
  • Our quarterly custom curated boxes are pre-order and ship within the last month of the designated quarter. Specific details are in the product description seen at time of order.
  • Super Soap Saturday – soap is made to order and needs time to cure. Orders placed on Super Soap Saturday may ship 3-4 weeks from order date to allow that time. 

Shipping | Missing | Damaged

Once an order is shipped, we are not responsible for carrier delivery times or delays. Orders will not be refunded or replaced due to carrier delays.

ORDERS PLACED WITH SHIPPING PROTECTION:

Shipping Protection is optional and can be added in your cart. If a protected order is lost, stolen, or arrives damaged, we’ll replace it. If a replacement isn’t possible, we’ll reach out by email to work it out with you.

If tracking shows your package as delivered, please wait 48 hours and check with neighbors and anyone at your address before filing. For stolen packages, include your USPS Missing Mail search number. Replacements ship to the original address. Shipping Protection covers one claim per customer every 12 months, and we may decline claims that show signs of misuse.

To report an issue:

  • Damaged: email photos of the box as it arrived and all damaged items to orders@marlarene.com within 7 days of delivery. Please include your order number.
  • Lost or stolen: email orders@marlarene.com 7 days after the last tracking update, and no later than 21 days after. Please include your order number.


ORDERS PLACED WITHOUT SHIPPING PROTECTION:

Claims go through USPS. USPS includes up to $100 of coverage on Priority Mail and Ground Advantage, and only while the package is in their hands.

If you feel your order is lost or stolen and you’ve received your shipping confirmation, have your tracking number handy and go to www.usps.com/help/missing and follow the instructions to locate or, if needed, file a lost claim.

If your order arrives damaged or contents are missing, go to www.usps.com/help/claims and file a claim. DO NOT THROW CONTENTS, PACKAGING MATERIALS OR BOX AWAY. USPS WILL LIKELY REQUIRE YOU TAKE IT TO YOUR NEAREST POST OFFICE FOR INSPECTION.

You will need proof of insurance and the value of the contents, both of which are included in your order confirmation email. If you’ve misplaced it, please email us at hello@marlarene.com and we will forward another copy. Please include your name, shipping address and order number.