RETURNS

RETURNS ELIGIBILITY:
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and and the swing tag must remain attached. We cannot accept returns if the tag has been removed and the original packaging has been discarded. You must ensure to include the original packing list with the item. If the packing list has been lost or discarded, contact contact@marlowlondon.com with your order number to receive a new copy.


RETURNS (INCLUDING PRE-ORDER/MADE-TO-ORDER):
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please contact us via contact@marlowlondon.com within the 14 day period to inform us of your return.


MARLOW does not cover the cost of returns (unless stated otherwise). All items must be sent back to us in an unused condition within 14 days of receipt via a recorded delivery service to the below address: 


MARLOW LONDON LIMITED
97 UPHILL ROAD
MILL HILL
LONDON
NW7 4QD


Please clearly mark the package as a return for customs declaration if you are returning from outside the European Union, and inform us of the tracking number and carrier via email after dispatch.


BESPOKE:
Sales on bespoke items are final and we cannot accept any cancellations or returns unless the item is not as described.

In the event of receiving damaged or incorrect items, you must inform us via email within 24 hours of receiving the items with all the details and evidence. We will review your submission and if we are satisfied that the item you received is different to your order or it has been damaged during shipping, we will replace or refund your order where appropriate.


LATE RETURNS:
Any product returned outside of the 14-day return policy are at the discretion of MARLOW,  and may not be accepted.

PRODUCT COLOURS:
We have made every effort possible to ensure the colours are displayed as accurately as possible. MARLOW cannot guarantee your computer’s monitor will accurately display the true colour. If you have any questions about the colour of an item please contact contact@marlowlondon.com prior to placing your order.

RETURNS PROCEDURE:
Your return must be authorised by our Customer Care team prior to sending the item.

- Contact contact@marlowlondon.com within 14 days of receipt with your order number to notify us of your intention to return

- Our Customer Care team will authorise your return and provide the returns instructions.

- Item must be returned to us via a tracked and signed for service. While we offer free shipping for orders, the return shipping charges remain the responsibility of customers.

Please clearly mark the package as a return for customs declaration if you are returning from outside the European Union, and inform us of the tracking number and carrier via email after dispatch.

Once we have received and verified the unused condition:

- We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy excluding the costs of returning the product to us.

- We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we received your returned product.

- For security reasons we can only process refunds to the original payment method used for the purchase.

- If the item is lost or damaged, you are protected via the carrier insurance that we advise you to take out, we will not be able to refund the item in case of damage or loss.

- If there are signs of wear on the item, we will not accept the return and in this case we may retain the returned product until you pay to us an additional amount as we may charge for re-delivery of the returned product.

- If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

REFUNDS (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


LATE OR MISSING REFUNDS (if applicable):
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@marlowlondon.com.


EXCHANGES (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@marlowlondon.com.


SUSPECTED FAULTY GOODS:
In the rare and unfortunate event of your MARLOW item being faulty, please accept our apologies and contact us at contact@marlowlondon.com to discuss your options. On further inspection, in the event that your goods are deemed faulty we will reimburse your return postage fee.