FAQ (Frequently Asked Questions)


HOW TO SHOP

How do I place an order?

 

At Maraley, You Can Shop Multiple Ways:

 

At Home via the  Eleganto Box:  Take a quick online survey, and an Maraley stylist will create a personalized box for you that includes a selection of wardrobe items and accessories. This is not a subscription service, and there is no commitment! After your first Maraley Eleganto, you can “Re-Eleganto” as often as you like. Along the way, your Maraley stylist keeps you updated about new product and color offerings.

 

Online with Guidance from a Stylist: Prefer to do your own thing? Shop our online store, knowing that our team of stylists is just a chat or an email away. Our stylists are here to help you build your work wardrobe in a personalized way.

 

Online on our website: when making a purchase on our website,

  1. Choose the categories (Collections or New In) that you're interested in and start browsing.
  2. When you find an item you love, choose your color, size and quantity and add to cart.
  3. You can continue shopping or complete your order by clicking ‘Checkout’.
  4. If you’re happy with the items in your shopping bag, you can process your order through our one-step easy checkout process.
    1. (a) you can register a new account if it's your first time purchasing; log into your account if you are returning customer; or continue shopping as a guest.
      (b) Fill up delivery address details and key in discount code you’d like to use.
  5. Confirm your order and you're done!
  6. You'll receive an email confirmation immediately when payment is successful.


    What is the difference between Collections and New In Categories?

    “Collections”Category is Maraley’s exclusive capsule collection. Sophisticated fusion and curious amalgam of conventional office wear and exquisite embroidery lovingly designed and crafted for women who value beauty, fashion and their individuality, and want to make their mark with fresh and elegant style.

    “New In” Category includes the latest trend of carefully selected business casual and casual items for women in collaboration with other brands.

    What if the item I want is out of stock?

    Some items are restockable. We will usually announce it in our newsletter, so it is good to sign up to our newsletters to be in loop whenever we get a restock and for other sales and promo deals.

    How best to use your size guide?

    We work hard to ensure our clothes are a true fit. Should you be unsure, we recommend you select your usual size. If you are between a size, we would suggest choosing the bigger size of the two.

    Foe Maraley Collections Category, except standard size options, we offer made-to-measure service at no extra charge. Please Click here for more information on Made-to-measure process.

    For New In Category and related products we recommend you use specific “size guide’ attached to the product that you can find under size box options.

    If you want to ask the experts, our Customer Care team should be able to help you. Please email support@maraley.com


    ELEGANTO BOX 

    What is Eleganto box?

    Typical Eleganto box includes 3-5 wardrobe staples and accessories that complete the look for any occasion you can think of. Daily work-wear, corporate function, casual Friday or public speaking event? Our stylists got your back!

    How do I start my first Eleganto box?

    It’s insanely easy! Just complete the quick survey that will take you no longer than 5-6 min and voilà! Your Eleganto box is in the works! Our personal stylists will start working on it immediately.

    Do I really need to complete the survey?

    We want you to be delighted with the Eleganto box you receive. Through our short and sweet survey, our personal stylists will get to know you a little better. They will style the customized box for you based on your individual preferences and lifestyle. You can also chat or email our personal stylists. But we know your time is precious. Survey is really the quickest and easiest one-time way for us to take care of your wardrobe for months to come.

    Are there any fees for trying Eleganto box?

    Fantastic news! You can try Eleganto box for 3 days upon delivery absolutely for free. Your credit card will be authorized only for security purposes, but it will not be charged unless you decide to keep an item (items) or if you do not return items after 3 days trial period. And some more good news! Shipping to any corner of the world and returns are also free. Ready to try it for free now? Let’s go for it!

    What is a trial period and how should I count it?

    You have 3 awesome days to try the pieces on and admire yourself in the mirror. The trial begins when you receive Eleganto box and 3 following days after that. If you have received your package on 20 th of the month, please have your returns mailed (if any) no later than 23 rd of the same month.

    Should I go with Eleganto box or just shop online for items I’ve got my eye on?

    You might have heard of decision fatigue. Decision fatigue is the result of making too many decisions during the course of the day. All of these little decisions add up and actually drain the brain of decision-making power later on. So why to waste your brainpower trying to figure out what will suit you the best? Instead focus your precious energy on your goals. And let the hard work be done by Maraley stylists. If you prefer to do your own thing, no worries. We’ve got you covered in all cases.

    What if I decide to keep everything in my box?

    Hip-hip hooray! Then it’s show time. Wear your fabulous pieces and get ready to receive compliments. We will take care of the rest and email you the receipt after 3 days.

    What is Eleganto Return Policy?

    Inside your Eleganto Box is pre-paid return label you can use to drop off your returns at a convenient Fedex store or dropbox location. Once we receive the items you’ve decided to return, we’ll process anything you kept from your order as a sale, charging your credit card on file and emailing you the receipt. Items returned must be in unworn condition with all tags attached. Damaged items may be subject to fees.

    What if I’m late and couldn’t send back items within 3 day trial period?

    The moment Eleganto Box hits your doorstep; you will receive an email for activation of your prepaid Fedex return label. We will be sending you soft reminders during your trial period. And we encourage you to notify us via support@maraley.com in advance.

    Will I be charged any penalties for sending back items after 3 days trial?

    If your prepaid Fedex return label is not activated within the expected timeframe (and you have not notified us that it will be delayed), we’ll assume that you are keeping the entire contents of the box and charge you accordingly. If you return your items past the return date, you will receive store credit instead of a refund.

    Will you include exclusive pieces from Maraley business creative collections in Eleganto box?

    Definitely, just ask for it! However, due to delicate embroidery work and tailoring, we cannot accept the return for a refund for our premium pieces from Maraley collections.

    Feel free to request for it as a special order and our stylists will choose for you the piece that will make you shine!

    The piece from Maraley collections will be charged to your credit card in advance as with every purchase, you support and award our admirable embroidery crafters – single mothers and women in need who declared their independence and feminine power.

    Who are Maraley stylists that prepare my personalized Eleganto box?

    Actual humans and gorgeous ladies with a sense of style. And not only! They are actually Europe and US Fashion grads who are passionate about fashion but still believe that “fashion trend is not a style, style is You”.

    DELIVERY 

    What are my delivery options?

    We offer free shipping both ways around the world!

     

    How long does delivery take?

     

    International delivery will take 5 working days by Fedex International Economy. Please note delivery times may vary depending on custom clearance.

     

    Has my order been shipped out yet?

     

    Once your order has been processed and packed, we will email you a unique tracking code for you to keep tab on the status of your parcel at all times. This tracking code is sent to your registered email address.

     

    Your orders will be dispatched within 1-3 days for “New In”related Categories and within 5-7 days for “Collections”related Categories. For more information on “New In”and “Collections”categories please Click here.

     

    Will I be charged for customs and import duty for my parcel?

    You’ll be charged if there are any fees involved. Our courier partner, FedEx will get in touch with you if there are any duties to be paid.

    In most countries, any customs or import duties are only charged once the parcel reaches its destination. Maraley does not have control over these charges hence we are unable to include it in the shipping fee or advise on how much the cost will be as it varies between countries.

     

    I haven’t received my parcel. Who can I contact?

    If you have trouble retrieving information about your delivery, email us at support@maraley.com with your order number and we will be happy to assist!

     

    ORDER ISSUES


    I've received an incorrect item in my order. What should I do?

    We are terribly sorry about that! Please email us your order ID and the item you did not receive to support@maraley.com within 7 calendar days of receiving your order.

    Our customer service team will email you Fedex return label to return your order free of charge.

    If a replacement is no longer available, full refund will be provided instead. Items returned must be unworn, unwashed, unaltered, and with their tags intact.

    You will then need to return the incorrectly received item back to us. Click here for information on how to return an item.

     

     Can I amend or cancel my order?

    We try our best to pack your orders as soon as we get them to ensure its processed and delivered promptly. This means we are unable to amend or cancel any orders after final confirmation.
    However, you can always return your order to us once you've received it.

    For more information on how to return your order, refer to the Click here section for more details.

     

    I've received a defective item in my order. What should I do?

    We're extremely sorry for sending you a defective item!

    Please email us at support@maraley.com within 7 calendar days of receiving your order with the following information:

    • Your order number
    • The name/ product code of the defected item
    • Photograph of the defect
    • Our experts will be in touch on the next steps to take and advise on the availability of replacement.

    Our customer service team will email you Fedex return label to return your order free of charge.

    If a replacement is no longer available, full refund will be provided instead. Items returned must be unworn, unwashed, unaltered, and with their tags intact.

     

    What do I do if there's a problem with my order?

    Our customer service representatives are more than happy to help you. Email us at support@maraley.com or chat with us live online or call our number +603 42652357.

     

    RETURNS


    Can I return my purchase?

     

    Yes, absolutely! At Maraley, we are proud to offer free and generous return/exchange policy within the world. If you are not 100% satisfied with your purchase with us you can return the product within 30 days from the date of delivery.

     

    We accept exchanges for items that are unworn, unwashed, unaltered, and with their tags unaltered and intact.

     

     

    How can I return an item?

     

    a) Email us at support@maraley.com within 7 calendar days of receiving your order with the following information:

     

    1. Your order number
    2. The name/ product code of the item you’d like to return/exchange
    3. The reason for return
    4. Our experts will be in touch on the next steps to take and advise on the availability of replacement.


    b) Ship your return with our prepaid FedEx return service:


    1. Our customer service team will email you prepaid FedEx return label to return your order free of charge.
    2. Pack the item(s) and completed and printed Returns Form and return label together in a parcel.
    3. Schedule a FedEx pickup call or drop off your return parcel at any FedEx location.


    Once we receive your return, we will refund the purchase amount to the original form of payment or issue voucher with one year expiry date to your Maraley account. Please allow up to two weeks for your return to be processed.


    We'll update you via email once your return has been processed!


    How long does it take for my return parcel to be processed?

    Returns will be processed within 14 business days (not inclusive of weekends and Malaysia public holidays) from the date we receive your parcel.

    We'll update you via email once your return has been processed!

     

     

    How will I receive my refund?

    We will refund the purchase amount to the original form of payment or issue voucher with one year expiry date to your Maraley account. 

     

    EXCHANGES

     

    How can I exchange an item?

    Exchange will only be done for size and/or colour. If the desired size or colour is no longer available at the store, you may choose to swap for another item in an equivalent price value or to receive full refund to the original method of payment.

    For more information on how to return your order, refer to the Returns section for more details.

     

    We accept exchanges for items that are unworn, unwashed, unaltered, and with their tags unaltered and intact.

     

    Please note that all exchanges are final, i.e. exchanged items cannot be further returned or exchanged.

     

    PAYMENT


    What Payment Options Are Available?

    At the moment, we offer PayPal as our sole payment option. This is a secure, universal payment system that ensures maximum safety and ease of use.

    Simply choose your items, proceed to the checkout, and you will be provided express PayPal and credit cards options processed through PayPal system.

    In the future, we intend to add further payment facilities (Direct Credit/Debit Card, Amazon Pay, Apple Pay) to ensure convenient and hassle-free payment.


    FACTS ABOUT MARALEY


    What Is Our Vision?

    We live in dynamic times, where self-expression in a professional environment is not only allowed but widely encouraged.

    Maraley's vision is based on idea of feminine empowerment, and the balance of opposites to nurture a positive image that helps women to radiate a glow of confidence.

    We want every woman to embrace their feminine power, and keep in touch with their feminine side while navigating through a competitive work environment. With our beautiful soft embroidery, you can feel connected to your essence of charm, intuition, and beauty, flowing rather than forcing your progress in this world.

    We believe that if women look their best in the workplace, and more importantly if they feel like themselves, then they can achieve success.

    The Maraley's collections capture this vision, and blend the softness of feminine, with the strength and ambition of masculine. The result is an exquisite range of unique clothing.

     

    What style of clothing does Maraley offer?

    Our range of beautiful women's clothing includes business and office wear with a professional yet unique appeal suitable both for workplace and evening function.

    Where Are Maraley “Collections”Products Produced?

    Maraley clothes are produced in Malaysia, in an Eco-friendly environment, using the latest technology and equipment for crafting embroidery.

    How Maraley’s made-to-measure (MTM) process works?

    Our processing time for producing Maraley MTM product is 5-7 days due to tailoring and customization involved to ensure the item is a perfect fit for you.

    Once the order has been placed, we will send you email to confirm your personal measurements.

    If we do not receive your response with personal measurements within 2 days after you have placed an order, we will proceed with standard size you have chosen during purchase.

    How to Care for Your Maraley “Collections” Clothes?

    The high quality design and craft of our business wear clothing ensures a long lasting garment, and the silk threads used for embroidery will not discolor over time. Clothing hence could be machine washed at a 30 degree temperature.

    Maraley’s Social Responsibility: Dual purpose.

    In Maraley as much as we love to craft and offer our beautiful and unique designs for professional women and women in business, that much we care for house-women and single mothers who have decided to embark on their path by earning for household needs with their hand work.

    Maraley is committed to supporting women in need who have decided to take personal responsibility for their life and the life of her children.

    With every purchase you make, you support women who have declared their independence and feminine power.


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