Frequently Asked Questions

We hope you are able to find the information that you are looking for below, but if you have any additional questions (or just want to say hello), please contact us at customercare@marissa-webb.com or 212.334.1853.

Order Info

Where is my order?

Once your order has shipped, you will receive an email confirmation with your tracking number, and may track your shipment at any time. Please note that if your order was placed Monday-Friday before 1:00 pm EST, your order will most likely ship the same day. If your order was placed after 1:00 pm EST, your order may be shipped the same day, but if not, will be shipped on the following business day. If you have any questions about your order status or did not receive a tracking number, please contact us (customercare@marissa-webb.com / 212.334.1853).

What is the status of my order?

Once you have placed an order, you will receive an order confirmation email. Once your order has shipped, you will receive a shipping confirmation email with tracking information, and can check on its status at any time. If you have any questions about your order status or did not receive a tracking number, please contact us (customercare@marissa-webb.com / 212.334.1853).

How do I change or cancel an order?

If for any reason you would like to change your order, please contact us as soon as possible (customercare@marissa-webb.com / 212.334.1853). We will make every effort to accommodate your request, but because we do our best to fulfill orders as quickly as possible, we are not able to guarantee cancellations or changes.

How do I know that my order has been shipped?

You will receive a shipping confirmation email once your order has shipped. This email will contain the tracking information as well as a link to track your package online. If you have any questions about your order status or did not receive a tracking number, please contact us (customercare@marissa-webb.com / 212.334.1853).

Payment Info

What are my payment options?

For domestic orders, we accept Visa, Mastercard, American Express, and Discover.

Do you charge sales tax

We currently do not charge sales tax on items delivered within the U.S. with the exception of the state of New York. Orders delivered within New York state are subject to New York state and respective county sales tax.

When will my credit card be charged?

Your credit card will not be charged until your order has shipped. We do authorize your credit card upon checkout, and will send you an order confirmation email once your payment has been successfully authorized.

Is my personal and credit card information safe on your website?

Absolutely. We have taken steps to ensure that all information received from our online visitors is secure - all transactions are encrypted and completed on a secure server, so there is no possibility of unauthorized access or use.

Shipping Info

What domestic shipping options do you offer?

We offer free UPS Ground shipping for all domestic orders. If you need your order sooner, we also offer domestic Standard Overnight shipping for a flat rate of $30. Please note that your order’s billing and shipping addresses must be within the continental US to qualify for these shipping options.

Do you ship internationally?

Yes! We’ve partnered with a trusted third-party company, International Checkout, to fulfill orders for our international customers. Once you have all of your items added to bag, go to your Shopping Bag and select the "International Checkout" option. You will complete your order on the secure International Checkout page, and may pay by credit card, PayPal or bank transfer. International Checkout will process your order, including billing and shipping. If you have any questions about international shipping, payment methods, or order status, please contact support@internationalcheckout.com.

Which countries do you ship to?

We ship to all destinations around the world, including APO / FPO addresses. If your shipping and/or billing address is outside the U.S., please select the “International Checkout” option at checkout.

Do you ship to domestic or international PO boxes or APO/FPO addresses?

We do not ship to domestic PO boxes or APO/FPO addresses, but we do ship to international PO boxes and APO/FPO addresses through International Checkout.

When will I receive my international order?

Here’s the deal – when an international order is placed, it ships from our warehouse to International Checkout’s facility, where it is processed and then shipped to you. Once we receive your order, it will leave our warehouse that day or on the next business day. Your order will then be received at International Checkout’s facilities within 5 business days. Once your order has shipped from International Checkout’s facilities, you will receive an email confirmation and tracking number. Processing and transit times may vary, so we would recommend reaching out to International Checkout for the best estimated delivery date (support@internationalcheckout.com).

Who should I contact with questions about my international order?

As always, we’re here to assist with any styling and sizing questions you may have. However, if you have questions about your international order, the team at International Checkout will be happy to help (support@internationalcheckout.com). Please feel free to visit their Customer Service page here for more information and phone numbers in your area.

Return Policy

What is your return policy?

We want you to love your items, but we understand that some things are not meant to be. If you are not satisfied with your purchase, we will gladly accept your return within 14 days of receiving your order. To make your return as easy as possible, please use the pre-addressed UPS return label included with your order. We kindly ask that the provided UPS return label be utilized for returns, as alternate courier labels will result in processing delays. Please allow 10 business days from delivery at our warehouse for your refund to be processed, and kindly note that a $10 return fee will be deducted from your refund. Please note that items marked as “final sale” are not returnable.

How do I return a domestic order?

Please use these quick and easy steps to return your domestic order.

1. Repackage the Item: Ensure that merchandise is unused, unworn, and in an unaltered condition, with all original tags attached. Repackage the item in its original packaging with the original packing slip enclosed.

2. Prepare for Shipment: Use the pre-addressed UPS return label included with your order. Tape the package closed and place the label on the outside of the box. Please ensure that all other labels are removed from the outside of the package. If you did not receive a pre-addressed label with your order, please contact us at customercare@marissa-webb.com / 212.334.1853.

3. Ship: Once your package is ready to go, you may drop it off at your nearest UPS location.

Please note that returns must be received within 14 days of the original order delivery and will not be accepted outside of this window. “Warehouse Sale” items and items marked as “final sale" are not eligible for return. MARISSA WEBB reserves the right to refuse the return of any merchandise that does not meet the above criteria. In such instances, MARISSA WEBB will send the product(s) back to the customer at the customer’s expense. 

How do I return an international order?

To return an international order, please contact International Checkout (support@internationalcheckout.com) to file an RMA. Once approved, kindly note that you will be responsible for all shipping fees associated with returning your international order. Please ensure that merchandise is unused, unworn, and in an unaltered condition, with all original tags attached.

Please note that returns must be received within 14 days of the original order delivery and will not be accepted outside of this window. “Warehouse Sale” items and items marked as “final sale" are not eligible for return. MARISSA WEBB reserves the right to refuse the return of any merchandise that does not meet the above criteria. In such instances, MARISSA WEBB will send the product(s) back to the customer at the customer’s expense. 

How will I receive my refund?

We will issue your refund as soon as possible, but we kindly ask that you allow approximately 10 business days from delivery at our warehouse for us to process the transaction. Your refund, less a $10 return fee, will be processed in the original form of payment. We will send you an email as soon as your refund has been issued. Although you won’t automatically receive an email once your return has been delivered, please do not hesitate to contact us about the status of your return (customercare@marissa-webb.com / 212.334.1853). International refunds will be issued through International Checkout.

Can I exchange an item?

If you are interested in exchanging an order, we would recommend returning the original item and placing a new order for the desired item. If you have any questions about exchanges, please do not hesitate to contact us (customercare@marissa-webb.com / 212.334.1853).

Can I return a sale item?

Yes, we accept returns on all items with the exception of “Warehouse Sale” items and items marked as “final sale.”

Where do I ship my return?

Please use the pre-addressed UPS return label included with your package, as this will ensure your return is shipped directly to our warehouse. If you have any questions or did not receive a pre-addressed label with your order, please do not hesitate to contact us (customercare@marissa-webb.com / 212.334.1853). Kindly note that the use of alternate courier labels will result in processing delays.

If you are returning an international order, please contact International Checkout (support@internationalcheckout.com) to file an RMA. Once approved, International Checkout will provide you with the return shipping address. Kindly note that you will be responsible for all shipping fees associated with returning your international order.

What holiday delivery and return options do you offer?

To ensure delivery by Christmas, orders shipped under UPS Ground must be placed by December 17, 2017. If placing an order after December 17, 2017, we would recommend selecting UPS Next Day Air Saver to ensure delivery before Christmas. Orders placed before 10AM on December 21, 2017 will arrive by Christmas with UPS Next Day Air Saver shipping.

For orders placed between November 20, 2017 and December 24, 2017, MARISSA WEBB will accept return requests up until January 15, 2018. To return a holiday order within 30 days of the original order date, please use the enclosed UPS return label. To return a holiday order over 30 days from the original order date, please contact customercare@marissa-webb.com to receive an extended holiday return label.