How we ship
Every Marlene Mash order is sent by tracked delivery with DHL or FedEx, and we choose the best service for your destination. Once your order is dispatched, you'll receive an email with your tracking number and a link to follow your parcel on the carrier's website.
Orders are dispatched from Kampala, Uganda.
Order processing
Orders are usually prepared and handed to the carrier within 1–2 working days (Monday to Friday, excluding public holidays). During busy periods and launches, processing may take a little longer. If so, we'll let you know.
Delivery rates and estimated times
Delivery is a flat rate per order, however many pieces you buy. The rate depends only on the country you're sending to.
| Destination | Delivery (per order) | Estimated delivery* |
|---|---|---|
| East Africa: Uganda, Kenya, Tanzania, Rwanda, Burundi, South Sudan, DR Congo, Ethiopia and Somalia | $13 | Uganda: 1–3 working days Rest of East Africa: 2–5 working days |
| Europe, including the United Kingdom | $59 | 3–7 working days |
| United States | $59 | 4–10 working days |
| South Africa, Nigeria and Ghana | $59 | 4–10 working days |
| Canada and the rest of the world | $62 | 4–10 working days |
Prices are shown in US dollars (USD) by default, and you can switch to GBP, UGX or EUR at approximate rates. Online payments by card or mobile money are charged in US dollars, and checkout shows the exact USD amount, including delivery, before you pay. For mobile money, Pesapal shows the equivalent in Ugandan shillings at its exchange rate before you approve. Your bank or card provider may apply its own exchange rate or fees.
About delivery estimates
*Delivery times are estimates only and aren't guaranteed by Marlene Mash, DHL or FedEx. They run from dispatch, not from when you order. Delays can happen because of customs checks, severe weather, peak periods or other things outside our control. Please allow extra time before important events.
Customs, duties and taxes
Orders delivered outside Uganda are international shipments. They're shipped on a Delivered at Place (DAP) basis unless stated otherwise at checkout. This means import duties, local taxes (such as UK or EU import VAT) and carrier clearance fees may be charged when the parcel arrives, and these are your responsibility. DHL or FedEx may contact you to collect payment before delivery.
As all sales are final, parcels refused because of these charges aren't eligible for a refund. If a refused parcel comes back to us, we'll contact you to arrange redelivery at your cost.
Tracking and delivery
Every order is fully tracked. A signature may be needed on delivery, particularly for higher-value orders. If no one is in, DHL or FedEx will usually leave a notification with options to rearrange delivery or collect from a local service point. If a parcel can't be delivered and comes back to us, we'll contact you to arrange redelivery, which may cost extra. We're unable to deliver to PO boxes.
Lost or damaged parcels
Your order is our responsibility until it is delivered to you. If your parcel hasn't arrived within 5 working days of the estimated delivery date, or arrives damaged, please email marlenemash43@gmail.com with your order number (and photos, if it's damaged). We'll investigate with the carrier and send you a replacement. If a replacement isn't available, you can choose another piece or take store credit.
Delivery address
Please check that your delivery address is correct before you place your order. If you spot a mistake, email marlenemash43@gmail.com as soon as possible. We can usually update the address if the order hasn't been dispatched yet.
Contact us
Questions about delivery? Email marlenemash43@gmail.com or visit our Contact page.
