1. How long will it take my order to arrive?
Deliveries will be made within 2-5 working days from the order’s dispatch date [excluding weekends and bank holidays].
Please note: orders are dispatched and delivered on business days only (Monday through Friday, except bank holidays).
Your order can be delivered any time between 7am and 9pm and a signature may be required on receipt. If you are not around to take delivery of your parcel, the delivery company will leave a calling card allowing you to arrange for re-delivery or collection.
Please Note: Delivery time scales are indicative only.
2. Has my order been shipped out yet?
As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it’s on its way.
Orders are processed and delivered on working days only (Monday through Friday, excluding bank holidays). Orders placed on Saturday and Sunday will be processed on the following business day. From there it should be delivered within the time scale we advertise.
We will take all reasonable care to deliver to the address given. Please make sure to provide accurate address and postcode information to prevent any errors or delays in delivery. We are unable to deliver to P.O. Box addresses.
Please Note: All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and delivered.
3. What do I do if I want to order internationally?
If you are located outside the EU, please contact our Customer Care team on +44 207 350 2020 or click on Contact for enquiries and information on deliveries outside the EU.
Please Note: Customers ordering from outside of the EU may use their Visa debit or credit card (when validated by Verified by Visa) or MasterCard debit or credit card (when validated by MaterCard SecureCode). International customers are also welcome to use PayPal. Unfortunately, we are unable to accept any other payment alternatives for international orders at this time.
4. What do I do if I have not received my order
If after 10 working days from dispatch your order has still not been received, and you have received no notification of an attempted delivery, please contact our Customer Care team and we will be happy to help you.
We ask that you ensure you report any items not received within 40 days of the item being dispatched as after this time we may not be able to replace or refund your item.
5. I have received a damaged / faulty / incorrect item in my order
Please notify us within 7 working days of delivery by contacting us at firstname.lastname@example.org and we will be happy to exchange the items or offer you a refund.
To assure a prompt resolution, please provide us with as much detail as possible about the order and the problem with the goods, and keep the box, packing materials and the items for inspection by us upon return. We will refund to you reasonable costs associated with the returning of the products.
Please note that goods must be returned within 14 days of the date of delivery. If you have requested an exchange or replacement, this will be processed within 7 days of receiving your returned goods and will be delivered via standard delivery. In the event that we are unable to provide a suitable replacement we will automatically refund you and let you know via email.
We are sorry for any inconvenience caused.
6. How do I return an item
Marula UK hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund, exchange or replacement on all goods returned to us within 14 days of your receipt of goods provided they are in their original, unopened and unused condition.
Please read our Returns Policy in full before returning an item as certain exemptions may apply. Please follow the 3 steps outlined below to return the goods to Marula UK:
STEP 1 – Completing the Necessary Documentation
Firstly, please notify us by email to email@example.com with your Order Confirmation number in the subject header within 7 working days of your receipt of goods.
We will then send you a Returns Note which will need to be completed and returned with all the required information with the Product.
Please Note that we cannot accept returned goods that we reasonably believe have been used. If you choose to return items for reasons other than defects in the goods, or incomplete, or incorrect orders, delivery charges are not refundable and you will be required to arrange and pay for the return of the items to us.
STEP 2 – Returning the Product
Goods must be returned to us in their original condition to our distribution centre within 14 days of delivery. Please ensure that the returned parcel is properly secured to protect against damage, and that you have enclosed within the returned parcel your completed Returns Note.
Please ensure you obtain Proof of Postage when you return goods to us. You should retain your Proof of Postage in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
Please Note: If you cancel your order but do not return such goods to us within 14 days, we shall be entitled to collect such goods from you and charge you for the direct costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to exceed the cost of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.
STEP 3 – Processing the Refund, Replacement or Exchange
We will process your return as quickly as possible and will notify you by email once your refund, replacement or exchange has been processed.
If you have chosen a refund, we will refund the price paid by you for the goods (exclusive of the initial delivery charge) no later than thirty (30) days of receiving your returned goods, provided that you have returned the goods to us in their original condition at our distribution centre within 14 days from delivery.
Please Note: All goods will be inspected on return and in such circumstances that the item is in unsuitable condition, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.
By law, customers located in the European Union also have the right to withdraw from the purchase of an item within 7 working days of the day after the date the item is delivered if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. Your statutory rights remain unaffected.
7. My return was processed but I wasn’t refunded my delivery charge
We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or if the order is defective, incomplete or incorrect.
8. Do I need to create an account to shop with you?
You can checkout as a guest or alternatively by creating an account you can take advantage of exclusive discounts and offers, new product launches and much, much more.
It’s easy to set-up an account with Marula UK. You can start shopping right away. Once you have selected your purchase, simply fill out the requested information and click on Register & Continue Checkout.
The next time you want to place an order you can simply select Login you will be asked to enter the username and password you selected when you registered. Once you have entered this you will experience faster Check Out with the details you saved.
And of course, you may edit your profile at any time.
Please Note: At Marula UK we respect your Privacy. We will never give your personal information to anyone unless you request that we provide it.
9. How do I change the details on my Marula UK account
Once you have signed up, you’ll be able to Login to your account anytime you want. This is where you go to change any of your personal information such as your email address and delivery info.
If you haven’t visited us in a while, it’s worth checking your account and Login to make sure all your details are up to date.
10. How do I sign up for the Marula UK newsletter?
Be the first to know about the latest products and special offers at Marula UK.
The easiest way to sign up for our free email newsletter is to set up an account. You don’t even have to buy anything yet.
Alternatively, you can sign-up to the newsletter at the foot of this page straight away without setting up an account.
And to be removed from the mailing list, simply click on the link provided at the bottom of the newsletter.
11. How do I pay for my order?
You may pay for the products in any currency and using any method from time to time stated on the site.
In the even that payment for an order is not received or you are not fully and legally entitled to use your nominated credit, debit or charge card or such card has insufficient funds to cover the price of the products then:
1.) MARULA UK may contact you allowing you make payment in full within a specified time period by the same or another means; or
2.) MARULA UK my at it’s sole discretion cancel your order in which case MARULA UK shall return any monies received from you within 30 days of receipt of such monies to your nominated account.
You agree to reimburse to us all costs and charges incurred by us in obtaining payments from you in the event a failed payment occurs.
12. When will I be charged?
If your card is authorized, payment will be taken at the point at which your order is dispatched, and you will receive an email confirming your order has been successful.
13. My payment has been declined
We are really sorry that this has happened but don’t worry as this can happen for a number of reasons.
Is your card out of date? Have you entered your details correctly?
Try checking the details in your Marula UK account to ensure the card details are correct and your billing address is the same one the card is registered to.
If the problem persists, enter the details of another card and try that.
If you feel you aren’t getting anywhere then contact our Customer Care Team who will try and advise you further.
14. Can I amend or cancel my order?
Unfortunately we are unable to amend an order once it has been submitted – this includes changing an item, removing an item or changing any payment methods.
Marula UK’s order process is automated to dispatch products quickly and accurately.
Your order begins processing immediately after you place your order at Checkout.
If you have changed your mind about the order, you can return any unwanted items in accordance with our Returns Policy.
15. My order has been cancelled
Occasionally, orders or parts of an order are cancelled by our system for various reasons including:
Item(s) not available
Difficulty in processing payment information
Cannot deliver to the address provided.
If your order is cancelled, you will receive an email to explain the reason for the cancellation and your original payment method will be refunded for the appropriate amount.
16. Will an item be restocked?
We know how frustrating it can be when you have your heart set on buying an item only to find that it’s out of stock.
However, some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does.
We are pleased to be able to offer 95% availability of all of our product range. If an item is temporarily unavailable it will show as temporarily out of stock on the shopping pages.
However, some of our products are seasonal exclusives or promotional offers and once they are out of stock they will most likely not return.
We apologize if we have discontinued any of your favourite Marula products. Before doing so we take into account many important factors such as customer preferences, purchasing patterns and supply availability.
17. I am having general problems accessing or buying from the Marula UK website
If you are having any problems, we recommend you make sure you have the latest updates for your operating system.
Our site works best with the following browser versions or higher; Internet Explorer 8.0, Firefox 3.0, Google Chrome 3.0 and Safari 4.0.
18. I can’t sign into my account
When you want to shop with us or access your account, we ask you to Login. If you find that your email address or password is not recognized, please make sure you are using the same email and password that you used when you registered with us.
And if you can’t remember your password, simply click on the ‘Forgot your Password’ link on the Login page, type your email address in the E-mail box and press Submit, and we’ll send you an email containing instructions on how to reset your password to the email address you originally provided.
You can change your main email address or any other details at any time by logging in to your account.
Should you still be having problems logging into your account, or trouble with your shopping bag, then you may need to delete your cookies.
If you are still encountering problems, then please Contact us.
19. I’m not receiving your emails and newsletters
There may be a number of reasons why you’re not receiving emails from us. When you sign up and place an order you will receive a variety of emails which include Marula UK Newsletters, Order and Return Confirmation emails and responses from our Customer Care Team.
We recommend you check your Spam filter settings and look through your Junk folder, in case our emails are going in there. If this is not the case, then we may have the incorrect email address registered for you. Please check your account details to ensure your email address is spelt correctly and it’s your valid email address.
If you have checked this, Contact us and we’ll do our best to sort it out for you.
20. Is it safe to order online?
At Marula UK we understand how important security is to you and respect your privacy. When you order online with us, we use the latest Secure Socket Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your personal contact information, your purchasing history and other critically sensitive information like your credit card details. This is the most advanced consumer online security technique to date and you can be assured that your order will be placed safely and securely at all times.
21. How do I contact customer care?
We want our customers to have a great shopping experience but we realize that from time to time things can go wrong. If they do, we’ve made sure you can find any information you need as quickly and easily as possible in this FAQs section.
In the event that you don’t find the answer you’re looking for – be they issues related to your order, account, website, product availability or other general questions or comments then our Customer Care Team are on hand to help.
Whatever reason for getting in touch, simply submit the email form on the Contact page. We will let you know that we have received your query straight away. Then, once we’ve looked into it, we will get back to you within 24 hours where possible.