At Marilyn & Melrose we pride ourselves on providing exceptional customer service online, just as we do in our Alnwick shop. We have provided some information below to answer questions often asked by our customers, and we hope you will find this useful. If, however, you want to speak to us and have any further questions, please just call us on 01665 605661 or email us at [email protected].
Q: Can I add to an order already placed?
If you have placed an order online but would like to add additional items this might be possible, providing your order hasn’t already been processed for dispatch. Please contact us with your existing order number and we will be able to look into this for you. If your order has not yet been processed, and the additional items are in stock we can take payment for this and add it to your order.
If your order has already been processed ready for dispatch we would need to ask you to place a separate order.
Q: How long will it take to receive my order?
If you place your order after 10am (Monday to Friday), it will be despatched the following day because our couriers collect parcels at 12 noon. If you order is placed before 10am, we will send it on the same day and it will be sent for next day delivery, although can sometimes take 2 days. You will be able to track your parcels and also provide details for delivery options, in case you are out. If your order is placed on Friday afternoon, Saturday or Sunday, it will be despatched on Monday.
Q: If my order is urgent, is it possible to upgrade my delivery?
If you have a tight deadline for your order, please feel free to call us on 01665 605661 and we will do our best to help you. If the shop number is busy, you can send an email and in the subject line write, ‘URGENT DELIVERY REQUEST’.
Q: Can an item be reserved?
We are unable to reserve items for customers. If an item is showing as temporarily out of stock please contact us and we will be able to give you further information on when we might have the item back in stock.
Q: Can you deliver to Highlands & Islands, Eire or Abroad?
We can make arrangements for delivery to all of the above; we would need to weigh your parcel and obtain quotes for postage. We always aim to keep our postage charges as reasonable as possible.
Q: Is it secure for me to place an order online using my card details?
Yes, it is extremely safe for you to place an order online with Marilyn & Melrose and your credit/debit card details will always be completely safe and secure.
The payment pages we use are completely secure and from the checkout page of our site, you will be automatically redirected to secure pages hosted by Worldpay, Paypal or Apple Pay, or Klarna who are our industry-leading Payment Service Providers. They use SSL technology, (which is an industry-standard “secure sockets layer” and displays the “Gold Padlock” in your browser window). This technology allows for the encryption of confidential information, such as your credit card details. Any information that you enter into the computer which is then passed to their website is secure, which means that in the unlikely event of the information being intercepted by someone else, it cannot be read.
Q: Can you tell me more about Klarna and how it works?
We offer two options of payment with Klarna which are the ‘Pay Later in 3 Instalments’ and ‘Pay Later in 30 Days’.
Please visit our Terms of Service Page to find out more and we also have separate pages you can visit to specifically find out about the ‘Pay Later in 3 Instalments’ and ‘Pay Later in 30 Days’ options below.
Q: Can I order a gift for someone and send it to their address?
We’re happy to help you with sending gifts. You simply need to provide their address for the shipping address, along with any special instructions. We’re also happy to add a handwritten note or card for you.
Q: Do you have Gift Vouchers for Marilyn & Melrose?
Yes, we do sell Gift Vouchers in different increments and they are valid for 12 months from the date of purchase. The Gift Vouchers can be used on the website or at the shop. You will find the Gift Vouchers here.
Q: Can I cancel an order?
If after placing an order you would like to cancel all or part of it, please contact us by telephone or email. Providing your order hasn’t been processed for dispatch, we will do everything possible to cancel and refund your order.
If your order has already been dispatched, you can send the goods back to us at your expense. Please ensure the goods are securely packaged and the order number and reason for return is included. A refund of the value of the goods will be processed within 5 days of receipt however it can take 3-5 working days for refunds to appear in your account.
Q: Can I return an order if I change my mind?
Yes, you’re welcome to return your order, in its original packaging, within 14 days of receipt. For further information, please visit our Returns Policy page.
Q: What if I receive a damaged or broken item?
Unfortunately, there may be a very rare occasion when an item is damaged or broken upon receipt. If you receive an item that is damaged or broken, please contact us with your order details and we will do everything possible to resolve the matter. We may ask that photographs of the damaged or broken item be emailed to us to avoid the item having to be sent back to us.
