Yes. All products are shipped from our Selangor warehouse.

Although MarCella is a brand from Taiwan, we have set up local warehousing in Malaysia to provide a faster and more reliable shopping experience. All orders are fulfilled locally.

Orders are delivered within 2–5 working days, depending on location and courier arrangements.

We have multiple payment options. All payments are processed through secure, encrypted connections.

Payment methods include:

• Credit / Debit Cards (Visa, Mastercard)
• E-wallets: Touch’n Go, DuitNow, GrabPay, Boost
• Mobile Payments: Apple Pay, Google Pay

【Reminders】

• Items in your cart are reserved for 30 minutes only. Stock is allocated based on checkout completion.
• Delivery takes about 3–5 working days for West Malaysia and 7–14 working days for East Malaysia / Singapore. If your order has not arrived, please contact customer service.
• If you violate MarCella’s ordering or return policies without valid reason, we reserve the right to suspend and blacklist your account.

• Click the member icon at the top right → Orders → View details to see your full order status.

• Go to Member Centre → Orders → View details → Cancel order → order cancellation notification will appear → order cancelled.
• Orders can only be cancelled before shipping starts. If you are unable to cancel using the steps above, it means the order is already in delivery. If you still wish to cancel, please contact customer service immediately.

   

  【Reminders】
  If an order is cancelled, the coupon will not be automatically reissued to your account.

  Please refer to the tutorial image below for more details:

  (Image)

Once an order is placed, items, shipping address and payment method cannot be changed. If you need to make changes, please follow the method below:

【Method 1】

If the order status is unfulfilled, please cancel the order and place a new one.

【Method 2】

If the order status is Out for Delivery, please wait for the parcel to arrive. Do not open the package, then contact customer service for the return address and send it back to our warehouse. Return shipping costs will be borne by the buyer.

When you proceed to the Checkout page, you will see a space to enter a Discount code. Enter a valid coupon code and the discount will be applied automatically.

【Steps】

1. Select products → add to cart
2. Click Checkout
3. Fill in discount code at checkout page
4. Click Apply
5. The discount will be applied to the total amount

Please note that:

• Only one discount code can be used per order
• Discount codes with an expiry date or campaign period cannot be used after expiry

【What should I do if payment fails?】

Based on our system records, common reasons for payment failure include:

• ⚠️ Payment not completed within the required time
• ⚠️ Incorrect card details (card number, expiry date, security code)
• ⚠️ Transaction blocked by the issuing bank or e-wallet (security verification failed)
• ⚠️ Browser does not support or has disabled JavaScript
• ⚠️ Checkout page closed before the payment process completed
• ⚠️ Unstable or interrupted internet connection

【How to fix it】

If your payment fails, please try the following:

• ✅ Use a different card or choose another payment method (FPX, GrabPay, Touch ’n Go eWallet, Apple Pay, etc.)
• ✅ Place the order again and ensure the payment page fully loads before proceeding
• ✅ Switch to another browser or device
• ✅ Contact our customer service for further checking
• ✅ If paying by credit card, contact your issuing bank to confirm the status

💡Important Reminder:

If you receive a bank debit notification but your order shows as failed or order not created, please contact our customer service immediately.

We will help identify the issue and assist you to the next steps.

【Points Rules】

• xx points = RMxx
• Maximum redemption per order: xx%

【How to Earn Points】

• Go to Member Centre → Loyalty Program → Ways to earn points to complete tasks and earn points.
• Points will be issued automatically 14 days after the order is paid and fulfilled.

• Delivery Areas & Methods:

  We currently deliver to the following regions:

  • West Malaysia

  • East Malaysia

  • Singapore

  Shipping fees are calculated based on delivery area, parcel weight, and system calculation at checkout. Please add items to your cart and proceed to checkout to view the final shipping fee.

• Payment Methods:

  • Credit / Debit Cards (Visa / Mastercard)

  • E-wallets (Touch ’n Go, DuitNow, GrabPay, Boost)

  • Mobile Payments (Apple Pay, Google Pay)

  Our payment system is officially integrated with Shopify and secured with encryption to ensure safe and reliable transactions.

Click into the link and find your order, then click “View Details”, you will be able to see your parcel status.

Orders will be shipped within 3 working days after order confirmation (excluding public holidays).

【Delivery Time】

• West Malaysia: Delivery within 3–5 working days after shipment
• East Malaysia / SG: Delivery within 7–14 working days after shipment

Delivery day depending on location and courier arrangements.

【Shipping Fees】

Free Shipping:

• West Malaysia: RM99 and above
• East Malaysia: RM150 and above
• SG: RM220 and above

If doesn't meet the conditions above:

• West Malaysia: <2kg, RM10 (+1kg, +RM2)
• East Malaysia: <1kg, RM20 (+1kg, +RM15）
• SG: <1kg, RM25 (+1kg, +RM12）

To protect the rights of all customers and maintain product hygiene, please read the following return conditions carefully:

【Eligibility for Return】

We only accept return or exchange requests under the following conditions:

· Faulty item

· Incorrect order (e.g. wrong style, size, or quantity)

· For hygiene reasons, innerwear and underwear CANNOT BE RETURNED/EXCHANGED due to personal reasons (e.g. change of mind)

[Return Period】

Return requests must be submitted within 20 working days of receiving the item.

【Return Conditions】

· Original condition with tags and packing intact

· Unworn and unwashed

【Return Procedure】

Receive faulty/wrong item → Contact customer service → Approved → Comfirm pickup time → Courier collects item → Item received by warehouse → Refund processed → Refund completed

MarCella truly apologises for any inconvenience caused. We take full responsibility and improving quality control and packing procedures to ensure better service.

If you receive a faulty or wrong item, please provide us photos as proof of the fault including barcode, along with your order name, order id, and contact number. You may contact us via website chat box, WhatsApp, or email at info@marcella.my. We'll get back to you as soon as possible.

Please note that the following conditions are not considered fault items and are not eligible for return or exchange:
※Loose threads, unopened buttonholes, minor fraying, small stains, colour differences due to lighting, or size variations within 1–2cm

※Slight odour from fabric or dye, which will naturally fade after airing or washing

※Minor printing variations such as uneven print areas, tiny ink spots, or minor peeling (under 0.5cm²)

※Pilling, fading on dark fabrics, or damage from improper care (e.g. not using a laundry bag)

If the return is due to a defective or incorrect item, MarCella will bear the return shipping costs. All return requests must be reviewed and approved by our team before proceeding.

Refund requests must be submitted within 5 months from the date of successful payment. It will be credited back to the original payment method.

For requests submitted after 5 months, please contact our Customer Service team for further assistance.

Dark colours absorb more dye, which can affect the stretch and shape of the fabric. As a result, black underwear may feel slightly tighter than light-coloured underwear. If you prefer a more relaxed fit, we suggest choosing lighter underwear or going one size up for better comfort.

Seamless underwear is made in one-piece design (without seams), unlike regular underwear that’s sewn from multiple fabric pieces. One-piece design goes through a handmade process, so there will be a slight difference in size.  Each piece is made using the same method and materials. After stretching, it fits as intended. A slight size variation (±2cm) is considered normal and does not affect comfort.

• It is normal for dark or highly saturated garments to release some colour during the first few washes (known as “colour bleeding”). However, depending on individual washing methods, it may require 2-3 washes for the colour to stabilise. We recommend using a neutral detergent (pH 7.0) with cold water. Avoid over-soaking and always separate dark and light coloured fabrics to prevent colour transfer.