Shipping policy
Last updated: 2 September 2026
Delivery is included in the price of every Marelle portrait. There is no separate standard delivery charge.
Order stages before dispatch
Every portrait follows a pre-production approval process. After ordering, you receive access to your Marelle dashboard. We create the portrait, you review it, and nothing is sent to print until you approve a version.
Creation time
- Standard creation: first portrait preview within 5 working days.
- Express creation: first portrait preview within 1 working day.
The creation period begins once payment is accepted and Marelle has a usable photograph and any information reasonably needed to start. These creation times are guaranteed. Express prioritises portrait creation only; it does not provide express printing, framing or carrier delivery.
Printing, framing and dispatch
After approval, printing, quality assurance and framing generally take up to 4 working days before dispatch. This is an estimate rather than a guarantee: a portrait will not be released if it does not pass our production quality checks.
Delivery time
Carrier delivery generally takes up to 3 working days after dispatch. This is an estimate, not a guaranteed arrival date. Remote destinations, severe weather, peak periods, customs and carrier disruption may take longer. Available delivery destinations are shown at checkout.
Tracking
Where tracking is available, we send it to the email address used for the order after dispatch. Tracking can take time to show its first carrier scan.
Delivery details
Please check the delivery name, address and contact details before completing checkout. Contact support@marelleportraits.com immediately if something is wrong. We cannot promise an address can be changed after production or fulfilment has started.
Delays
If we become aware of a material production or delivery delay, we will contact you where practical. We are not responsible for delays caused by events outside our reasonable control, but we will take reasonable steps to help and your statutory rights remain unaffected.
Lost, damaged or incomplete deliveries
If tracking appears stalled or the parcel does not arrive, email us with your order number so we can investigate with the carrier. If an item arrives damaged, faulty or incomplete, keep the item and packaging and send clear photographs of the item, packaging and delivery label. We will provide the remedy required by applicable law.
Returns
Do not return a portrait without contacting us first. If a return is authorised, the correct return address and instructions will be provided privately for that specific case.
Contact
Email support@marelleportraits.com and include your order number.