Shipping policy

Shipping Policy

Thank you for visiting and shopping at Marena. The following are the terms and conditions that constitute our Shipping Policy.

1. Order Processing Time All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Please note that processing time is separate from shipping time. High volume periods or supply chain constraints may cause a slight delay in processing. If there will be a significant delay in the shipment of your order, we will contact you via email.

2. Shipping Rates and Delivery Estimates We fulfill and ship orders globally leveraging our international supply chain. Shipping charges for your order will be calculated and displayed at checkout.

Estimated delivery times vary depending on the destination:

  • United Kingdom & European Union: 6 to 18 business days

  • United States & Canada: 7 to 14 business days

  • Rest of the World: 4 to 20 business days

Delivery delays can occasionally occur due to extreme weather conditions, postal strikes, or customs clearance procedures outside of our control.

3. Shipment Tracking You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will typically become active within 48 hours. You can use this number to track your package's journey to your destination.

4. Customs, Duties, and Taxes OSJ Commerce Limited is not responsible for any specific customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, VAT, etc.). For customers in the European Union, please be aware that local customs authorities may apply import duties or VAT depending on the clearance process of your specific country.

5. Incorrect Shipping Addresses Customers are solely responsible for ensuring that the shipping address provided at checkout is accurate and complete. If a package is returned to us due to an incorrect or incomplete address provided by the buyer, the buyer will be responsible for any additional shipping costs to resend the package. We cannot issue refunds for packages lost or delivered to the wrong address due to customer input error.

6. Lost, Stolen, or Damaged Packages If your order arrives damaged, please contact us immediately with photos of the damaged item and packaging so we can file a claim with the carrier and arrange a replacement. While we do everything in our power to ensure your order reaches you safely, Marena is not liable for packages that are marked as "Delivered" by the shipping carrier but are subsequently lost or stolen from the delivery location.

7. Contact Information If you have any questions about the shipping and delivery of your order, please contact us:

Company Information Entity: OSJ Commerce Limited
Business Registration Number: 81035088
Address: Unit 2904-05, 29/F, 3 Arbuthnot Road, Central, Hong Kong
Email: contact@shop-marena.com