Question 1

CURRENCY

Accepted Answer

What is currency do you use?

All transactions on our website are processed in Singapore Dollars (SGD). If you're shopping from outside Singapore, your bank or payment provider will handle the conversion based on their exchange rates.

If you have any questions about currency or need assistance, feel free to reach out to us!

Question 2

SHIPPING

Accepted Answer

What is the status of my order?

Usually, we get your orders out the door within 1-2 business days. But during those crazy busy sales or holiday periods, there might be a little delay—check our shipping page for the scoop. If you order on the weekend or a public holiday, we’ll ship it out the next business day. Got questions? Just shoot an email to marlenabyem@gmail.com or drop us a message on Instagram v(www.instagram.com/marlenabyem)ia DMs.

Will I have to pay for customs and duties?

Duties, taxes, and customs fees are calculated based on the value of your purchase and the destination country. These costs are 100% the buyer's responsibility, as they vary according to each country's regulations and policies. Unfortunately, we can’t calculate these fees for you since they depend on local laws and customs procedures. For more detailed information, please check with your local customs office to get an estimate of any additional charges that may apply to your order.

My parcel tracking says it has been delivered but I have not received it. What should I do?

Local orders are sent with tracked letterbox postage—no signature required. International orders are tracked too, but no signature is needed. If you’re not home and the driver finds a safe spot, your parcel will be left at your address. If it’s not in sight, check with household members, building management, or neighbors who might have picked it up for safekeeping. We won’t be held liable for failed deliveries, but if you still can’t find your parcel, send us an email, and we’ll follow up with the courier.

Question 3

ORDER ISSUES

Accepted Answer

What if I need to change or cancel my order?

Once an order is placed, we can’t cancel it. If you need to make changes, just reach out to us via email or Instagram DM (www.instagram.com/marlenabyem)with your order number, and we’ll do our best to help!

What if I received a damaged item, I'm missing an item or I received an incorrect item?

We hope you don’t face any issues, but if you do (our apologies ahead of time), reach out to us promptly via email or Instagram,(www.instagram.com/marlenabyem) and we’ll get it resolved for you!

Please note that all our products are handmade, so slight variations in measurements and differences in logo, bows, rosettes, and fabric placements are natural and not considered as damaged or defective. We appreciate your understanding!

Question 4

RETURNS

Accepted Answer

What is your return policy?
We’re sorry if this didn’t work out as expected! We only handle returns if there’s been an error on our part. If we messed up, contact us within 7 days of delivery for a store credit or refund. Refunds and store credits do not apply to sale or promotional purchases.

Do you offer refunds?

At this time, we’re not able to offer refunds. If you have any issues or concerns with your purchase, please reach out to us, and we’ll do our best to help!

frequently asked questions