FAQ
1. How long does delivery take?
Orders are delivered within 7–10 business days.
This includes:
- Order cutoff: 5:00 PM GMT (orders after this process the next business day)
- Processing time: 1–2 business days (Mon–Fri)
- Shipping time: 6–8 business days (Mon–Fri)
For more information please visit our shipping policy
2. What is the order cut-off time for same-day processing?
Orders placed before 5:00 PM GMT (Mon–Fri) begin processing the same business day.
3. Do you offer free shipping?
Yes — shipping is free on all UK orders.
4. Which shipping carriers do you use?
We partner with trusted UK carriers such as Royal Mail, DPD & Evri to ensure fast & reliable delivery.
5. Where do you ship?
We currently ship to locations within the United Kingdom only.
6. Can I return an item if I change my mind?
Yes — we accept returns within 14 days of delivery for both defective & non-defective items.
Items must be new, unused, unwashed & in the original packaging with tags attached.
7. How do I start a return or exchange?
Please email us at info@macilana.com to request return authorisation & instructions before sending any item back.
8. Is there a cost for returning a product?
No — returns are free, and there are no restocking fees.
9. How long does it take to receive my refund?
Once your return is received & approved, your refund will be issued to your original payment method within 7 days.
10. What should I do if my package is marked delivered but I haven’t received it?
Please:
- Double-check your address
- Look around your property
- Ask neighbours or household members
Then contact the courier with your tracking number.
If your parcel is confirmed lost, contact us via our contact page or by email info@macilana.com & we will send a replacement or refund.
Store Name: Macilana
Email: info@macilana.com
Phone: +441157940433
Customer Service:
Monday to Friday: 9:00 AM – 5:00 PM GMT (London, UK)
We do our best to reply to your e-mail within 1-2 business days.
Thank you for shopping at Macilana!