Customer Care

FAQ

Below you’ll find answers to common questions, but if you still need help, our customer service team is always ready to assist.

Contact us:
marinocustomerservice@gmail.com
We aim to reply within 1–2 working days.

SHIPPING & DELIVERY

How long does shipping take?
All orders are shipped within 2–7 working days. You’ll receive tracking information via email as soon as your order is on the way.

Why hasn't my tracking updated yet?
Once your tracking number is generated, it may take up to 48 hours to update. This means your order is either waiting to be scanned or is en route to the courier depot. Hang tight. it’s on the move.

ORDER ISSUES

I didn’t receive an order confirmation email.
Please double-check your spam or junk folder first. If it’s still not there, you may have entered your email incorrectly at checkout. Email us with your full name and the item(s) ordered and we’ll locate your order.

I entered the wrong shipping address. Can I change it?
If your order hasn’t been shipped or assigned a tracking number, we can usually update your address. Email us immediately with your full name, order number, and correct address.
Note: Once an order is shipped, we can’t reroute it.

I ordered the wrong item/size. Can I change it?
If our website is still open and the item is available, we recommend placing a new order with the correct selection. Then email us with both order numbers so we can cancel and refund the incorrect one.
If the store has closed (for limited drops), unfortunately we will not be able to change it.

RETURNS & EXCHANGES

Do you accept returns or exchanges?
Due to the limited nature of our releases, all sales are final — unless the item is damaged or incorrect. Please double-check your sizing and selection before checking out.

I received the wrong item / a faulty item.
On the rare occasion we make a mistake with your order, we’ll always sort it quickly. Email us with:

Your order number
A brief explanation
Clear photos showing the issue

We’ll issue a replacement or refund straight away.

MISC

My order says delivered but I haven’t received it.
Once an order is marked as delivered, it’s out of our hands. Please check with neighbors or your local courier. If you believe the parcel was stolen, you may need to file a claim directly with the courier. We can guide you through this, but we cannot guarantee replacements for stolen orders.

Still have questions?
Reach out to: marinocustomerservice@gmail.com
Please include your full name and order number so we can help you faster.