Here you'll find popular questions we've answered about the shop.
Where's my order?
If you need to track your order head to the Find My Order page and enter your details. Or there will be a link in your confirmation email, simply click 'track my order'.
What are the delivery options and costs?
Delivery options and costs vary per country, to check which options are available to you please check the checkout when you’ve chosen your items. For more information about delivery costs head to the Delivery & Returns page.
Do you offer international delivery?
Yes, to see which options are available to you, please change the shop to the country you’d like to order shipped to by clicking on the globe in the top right corner of the site. Please note that for orders into Europe you may be charged customs fees to get your order delivered to you.
Can I have my order delivered to a BFPO address?
We do not offer this as standard please contact email@example.com for further support.
What happens if I'm not in when my order arrives?
If no one is in to accept your parcel and it can’t fit through your letterbox a ‘we missed you card’ will be posted through your letterbox and you will need to collect your parcel from your local post office.
Can I have my order delivered to a PO Box address?
Yes, however, your order tracking will stop as soon as it’s been delivered to the PO Box.
Can I choose a specific time or day for my delivery?
Specific dates and times cannot be chosen when placing an order. Delivery options vary depending on which country you’re in and the size and weight of the items chosen.
Can I cancel my order before it's delivered?
Yes, you can cancel your order before it’s dispatched. We advise you do this within the first 30 minutes of ordering. Click on the manage my order section of your confirmation email and follow the instructions stated on that page to cancel your order.
RETURNS & REFUNDS
What is your Returns Policy?
Items must be returned within 14 days of placing your order have all labels still attached and be in its original packaging. For more details about our returns process, head to the Delivery & Returns page.
How do I return something to you?
If you are in the UK, you can print a prepaid returns label and post your items back to us using your local post office. For all other customers, you can print a label, but you will need to pay for postage at your local post office.
Have you received my returned items?
Please allow 14 days from the date of returning your items for us to email you with a confirmation. If 14 days have passed and you haven’t heard from us please email us at firstname.lastname@example.org with your order number and proof of postage and a member of the team will be able to help.
Can I return an item for an exchange instead of a refund?
No, you will need to return your unwanted item and reorder. You can reorder straight away or wait until you receive a refund.
What should I do if my refund is incorrect?
If you have queries about the amount refunded, please email email@example.com and a member of the team will get back to you.
Are returns free?
If you’re in the UK returns are free when you use the prepaid label that can be printed off via the manage my order section which can be accessed in your confirmation email. For customers outside the UK, returns labels are not prepaid and you will need to pay for postage at your local post office.
Do you refund delivery charges if I return something?
Delivery charges will only be refunded if an item is faulty, or we have made a mistake with your order.
I’m a customer outside the UK, what address can I use to return my items to you?
The returns address is included on the returns label you can print to send back your items. Alternatively, the address is FAO Marshall Store, Marshall Amplification plc, Denbigh Road, Bletchley, Milton Keynes, United Kingdom, MK1 1DQ.
What happens to my refund if my card is no longer in use?
Your refund will still go back to the card details used on your order if the card account is still open. When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order to a different card.
How long do I have to return an item to you?
In all circumstances, you have 14 days from delivery to notify us that you wish to return your items.
PRODUCTS & STOCK
Do you have a size guide?
Yes, you can check all items here https://marshall.com/shop/size-guide. Alternatively, each product has size guide details in the image carousel.
Where can I find your care instructions?
Care instructions are detailed on individual product pages where applicable.
Do your bags have a warranty?
Yes, all bags have a one-year limited warranty. Please email us at firstname.lastname@example.org for assistance regarding the warranty.
Damage caused by unauthorised repair is not covered under the warranty policy. Excessive moisture, oily substances or extreme temperatures may damage your product. Please refer to the label or insert card for detailed care instructions. This warranty does not cover wallets, coin cases, keychains, promotional products or other accessories from Marshall Travel that have been previously used or damaged. Only defective issues are covered.
Can I use more than one promotional code on my order?
Only one promotional code can be applied per order.
When will I be charged for my order?
You will be charged as soon as your order is dispatched from our warehouse.
My payment was declined, what should I do?
If your payment details have been declined, we suggest checking the following:
- Check the card details that were entered to make sure the information is correct e.g., the expiry date or your billing address.
- Make sure you enter the long card number and the three-digit security code correctly.
- Your card issuer may have declined your payment - they won't tell us the reason for this so it's best to check with your bank.
- If you've checked all the above, try paying with another card or using another payment method such as PayPal.
Are my details safe when ordering online with Marshall?
We take security very seriously and regularly make sure our website and checkout especially, is secure.
What currency do you use on the website?
For the United Kingdom, we use British Pounds, for all countries that use the Euro as their main form of currency you'll be able to pay using that. For all other countries, especially the United States of America, Australia and New Zealand will use US Dollars.
I’ve forgotten the password to my account, how do I reset it?
You can reset your password here https://marshall.com/identity/forgotpassword.
How can I make changes to the details on my account?
To make any changes such as name, postal or email address click here - https://marshall.com/identity/profileupdate. Any changes will resend the email verification process. This will render your account inaccessible until your account has been verified again.
How do I change the currency on your site?
Currency changes are regional specific. If you’ve landed on the site and you’re not on your desired country, please change the shop to the country you’d like to order shipped to by clicking on the globe in the top right corner of the site.
I’d like to close my account with Marshall, what should I do?
You can manage your communication preferences here - https://marshall.com/identity/profileupdate. If you would like to completely close your account please contact our data protection team here - email@example.com.
How can I sign up to receive the Marshall newsletter?
Scroll down to the bottom of the page of any page on the site to enter your name and email address to sign up to our newsletter.
Do I need to create an account to shop with you?
Yes, you will need to create an account, it's really easy to do and you'll be able to monitor your orders and save information to your account.