Frequently Asked Questions (FAQs)
At Ella Marbella, we want your shopping experience to be simple, clear, and worry-free. Below you will find answers to the most common questions from our customers. If you don’t find the information you’re looking for, don’t hesitate to contact us; our team will be happy to assist you.
1. Where do you ship your products?
Currently, we ship exclusively within Spain, United States, France, United Kingdom, and Germany. This allows us to offer faster delivery times, reliable service, and better quality control for all our customers.
2. Do you offer free shipping?
Yes! We offer free shipping on all orders, regardless of the purchase amount. Each package is carefully prepared and delivered directly to your door at no extra cost.
3. How long will it take to receive my order?
Once your order is confirmed, we usually process it within 1 to 3 business days. Delivery typically takes between 3 and 7 business days, depending on your location within Spain. You will receive a tracking link by email once your order has been shipped.
4. How can I track my order?
After your order has been shipped, you will receive a confirmation email with your tracking number. You can use it to check the progress of your shipment until it reaches its destination.
5. Can I return or exchange an item?
Yes, you can return any unused, unwashed item in perfect condition within 30 days of receipt. If you want to exchange an item for a different size or color, please contact us first so we can assist you with availability.
To initiate a return, it is mandatory to complete our return form and obtain prior approval. Once approved, we will send you the corresponding instructions and a free return label. It is mandatory that the return is sent with a tracking number We are not responsible for lost packages or those sent without tracking. We will not accept returns sent without prior approval.
6. How do I request a refund?
Once we receive and inspect your returned item, the refund will be processed within 10 business days. The amount will be credited to the same payment method used for the purchase. Depending on your bank, it may take a few additional days for the funds to appear in your account.
7. What should I do if I receive a damaged or incorrect item?
We are very sorry if this happens. Please contact us immediately at info@ella-marbella.com and include your order number along with photos of the item. We will arrange a replacement or refund as soon as possible.
8. How can I cancel my order?
If your order has not yet been shipped, you can cancel it by sending an email to info@ella-marbella.com. If it has already been dispatched, you will need to follow our return process once the package arrives.
9. What payment methods do you accept?
We accept secure online payments via major credit and debit cards, as well as other trusted payment providers. All transactions are processed with SSL encrypted technology to ensure your data is protected.
10. Is my personal data safe on your website?
Of course. We take your privacy very seriously. All personal information is processed and stored in accordance with the General Data Protection Regulation (GDPR) and Spanish data protection laws. You can find more details in our Privacy Policy.
11. Do you restock sold-out items?
Yes, we regularly restock our most popular items. If the product you want is out of stock, we recommend checking back later or contacting us; we will be happy to inform you when it becomes available again.
12. Can I change my shipping address after placing an order?
If your order has not yet been shipped, contact us as soon as possible. Once the order has been dispatched, we will not be able to modify the delivery address.
13. Do you offer discounts or promotions?
Yes, we occasionally launch special promotions and seasonal discounts. The best way to stay informed is to subscribe to our newsletter or follow us on social media.
14. Are the sweater sizes true to size?
Our sweaters are designed following standard European sizes. We recommend consulting the size guide available on each product page to find the most accurate fit.
15. What materials are used in your sweaters?
Our sweaters are made with high-quality, soft, and durable fabrics, selected for their comfort, breathability, and resilience. Detailed information about the materials can be found on each product page.
16. How should I care for my sweater?
To keep your sweater in perfect condition, we recommend hand washing or using a delicate cycle with cold water and laying it flat to dry. Avoid using bleach or a dryer to preserve the fabric’s texture and color.
17. Can I contact customer service by phone?
Yes, you can reach our friendly customer service team at +34 621082281, Monday to Friday, from 9:00 to 18:00 (Spain time).
18. How can I contact you for other inquiries?
You can email us at info@ella-marbella.com or use the Contact Us section on our website. We will respond as soon as possible, usually within one business day.
19. Do you have physical stores?
Currently, Ella Marbella operates exclusively online. This allows us to keep fair prices and offer a convenient shopping experience from anywhere in Spain.
20. Do you collaborate with influencers or partners?
Yes, we love collaborating with people and brands that share our values and passion for fashion. If you are interested in collaborating with us, please send an email to info@ella-marbella.com with the subject “Collaboration.”
21. Why choose Ella Marbella?
At Ella Marbella, we combine comfort, elegance, and timeless design to create men's sweaters that elevate your daily style. Our commitment to quality and customer satisfaction ensures that every order is handled with care because we believe you deserve only the best.