Refund policy

Last updated: September 2026

At Marlowe & Co, we want every customer to have a positive and straightforward shopping experience. This Return & Refund Policy explains when products may be returned, how refunds are handled, and what to do if there is a problem with your order.

Please read this policy carefully before placing your order.

Our Policy at a Glance

Return window	30 days from delivery
Item condition	Items must generally be unused, unworn, unwashed, undamaged, and returned in their original condition
Return shipping	Customer-paid for standard change-of-mind returns. Marlowe & Co covers reasonable return costs when an item is damaged, defective, or incorrectly shipped
Refund processing	Approved refunds are normally processed within 1–2 business days after inspection of the returned item
Bank processing	Refunds may take approximately 5–10 business days to appear on your original payment method
Restocking fee	No restocking fee

30-Day Return Window

Unless otherwise stated on the product page, eligible products may be returned within 30 days from the date your order is delivered.

To qualify for a standard return, the product should generally:

• Be returned within 30 days of delivery;
• Be unused and in its original condition;
• Be unworn and unwashed, where applicable;
• Be free from stains, odors, damage, or signs of use;
• Include the original packaging, labels, accessories, or components where reasonably applicable;
• Include proof of purchase or sufficient order information for us to identify your purchase.

Please contact our customer care team before returning an item. Returns sent without first contacting us may not be accepted or may take longer to process.

Eligible Returns

Many products sold by Marlowe & Co are eligible for return under our 30-day return policy.

Depending on the product, this may include items such as:

• Clothing and T-shirts;
• Home and bedding products;
• Wallets and accessories;
• Home décor;
• Footwear accessories;
• Lifestyle products;
• Other general merchandise sold through our website.

Some products may have additional return requirements because of their nature. Where specific return conditions apply, they may also be stated on the relevant product page.

Clothing Returns

Clothing items may be returned within the applicable return window provided they have not been worn beyond what is reasonably necessary to inspect the fit, and have not been washed, stained, damaged, or altered.

Where applicable, original tags should remain attached.

Items showing clear signs of prolonged wear, washing, perfume, deodorant, staining, alteration, or other use may not qualify for a refund.

Bedding & Home Textile Returns

Bedding and textile products should be returned unused, unwashed, and in their original condition.

For hygiene and quality-control reasons, bedding that has been extensively used, washed, stained, damaged, or otherwise altered may not qualify for a change-of-mind return.

This does not affect your rights if an item is faulty, damaged, defective, misdescribed, or otherwise covered by applicable consumer protection law.

Insoles & Similar Products

Insoles and similar products may generally be returned if they have only been reasonably inspected for sizing and suitability and remain in a condition that allows us to process the return.

Products that have been extensively worn, cut, trimmed, permanently modified, damaged, or soiled may not qualify for a change-of-mind return.

If an insole or similar product arrives damaged, defective, or incorrect, please contact us and we will review the issue separately.

Candles

Candles may generally be returned if they are unused, unlit, undamaged, and in their original condition.

Candles that have been burned, significantly used, broken after delivery through customer handling, or otherwise materially altered may not qualify for a change-of-mind return.

If a candle arrives damaged or broken in transit, please send us photographs of the item and packaging so we can assist you.

Wallets & Accessories

Wallets, bags, accessories, and similar products may generally be returned within 30 days of delivery provided they are unused and remain in their original condition.

Products with scratches, stains, excessive wear, modification, or other signs of use beyond reasonable inspection may not qualify for a refund.

Non-Returnable Items

Certain products cannot normally be returned for change-of-mind reasons. These may include:

• Gift cards;
• Digital or downloadable products once supplied;
• Personalized, engraved, or custom-made products;
• Products that have been permanently altered or customized at the customer's request;
• Items specifically marked as Final Sale or non-returnable before purchase;
• Products that cannot reasonably be returned for health or hygiene reasons after being unsealed or used, where permitted by applicable law;
• Products materially damaged through misuse, improper care, accident, or alteration after delivery.

Nothing in this section limits any mandatory rights you may have under applicable consumer protection laws.

Sale & Promotional Items

Products purchased during a promotion, discount event, bundle offer, or site-wide sale are generally covered by the same return policy unless they were specifically identified as Final Sale or non-returnable before purchase.

If part of a promotional bundle is returned, the refund amount may be adjusted to reflect the value of any discount, free product, bundle pricing, or promotional benefit associated with the original order.

For example, where a promotion provides a free product conditional upon purchasing another item, the value of the promotional benefit may be taken into account when calculating the applicable refund.

Damaged, Defective, or Incorrect Items

Please inspect your order shortly after delivery.

If an item arrives:

• Damaged during shipping;
• Defective;
• With a manufacturing fault;
• Materially different from what you ordered;
• Or if we accidentally shipped the wrong item;

please contact us as soon as reasonably possible and preferably within 30 days of delivery.

To help us resolve the issue quickly, we may request:

• Your order number;
• A brief description of the problem;
• Photographs or video of the product;
• Photographs of the packaging;
• Any other information reasonably necessary to verify the issue.

Once the problem has been verified, we may offer an appropriate solution such as a replacement, reshipment, refund, or other remedy depending on the circumstances and applicable law.

If the error is ours, you will not be expected to bear reasonable costs associated with correcting the problem.

Exchanges

If you would like a different size, color, or product, please contact us within the 30-day return window.

Depending on product availability and the circumstances, we may be able to arrange an exchange directly.

In some cases, the fastest option may be to return the original eligible item for a refund and place a new order for the preferred product.

Any price difference between the original item and replacement item may need to be paid or refunded as applicable.

How to Start a Return

Before sending a product back, please contact us at:

hello@marlowe-and-co.com

Please include:

• Your full name;
• Your order number;
• The item you would like to return;
• The reason for your return;
• Photographs if the item is damaged, defective, or incorrect.

Our customer care team will review your request and provide the appropriate return instructions.

Please do not send a return to any address shown on the parcel, shipping label, website, or payment statement unless our customer care team has specifically confirmed that address for your return.

The shipping origin shown on a parcel may be a fulfillment center, logistics partner, or carrier facility and may not be able to accept customer returns.

Return Shipping Costs

For standard change-of-mind returns, return shipping costs are generally the responsibility of the customer unless otherwise stated.

We recommend using a tracked shipping service when returning a product. Marlowe & Co cannot be responsible for a return parcel that is lost before it reaches the designated return location.

If an item arrived damaged, defective, or incorrect due to an error on our part, please contact us before sending anything back.

Where a return is required in such circumstances, we will provide appropriate instructions and will cover or reimburse reasonable return shipping costs as applicable.

Return Address

Marlowe & Co works with different fulfillment and logistics facilities depending on the product and delivery destination.

For this reason, there is not necessarily one universal return warehouse for every order.

You must contact our customer care team before shipping a return.

Once your return is approved, we will provide the correct return instructions and, where applicable, the appropriate return address for your order.

Returns sent to an unauthorized address may be refused, lost, or unable to be processed.

Refund Processing

Once your returned item has been received, we will inspect it to confirm that it meets the applicable return requirements.

If your return is approved, we will normally process the refund within 1–2 business days after the inspection is completed.

Refunds are normally issued to the original payment method used when placing the order.

Once we have issued the refund, your bank, credit card provider, PayPal, Shop Pay, or other payment provider may require additional time to post the funds to your account.

In most cases, this takes approximately 5–10 business days, although exact timing is controlled by your payment provider and may vary.

Original Shipping Charges

Where permitted by law, original shipping charges paid when placing an order are generally non-refundable for standard change-of-mind returns.

If your entire order qualifies for a refund because of an error on our part, a defective product, or another situation where shipping must legally be refunded, the applicable shipping charges will also be handled accordingly.

Partial Refunds

In certain circumstances, only a partial refund may be appropriate.

This may include products that:

• Are returned with missing components or accessories;
• Have been materially used beyond what is reasonably necessary to inspect them;
• Have been damaged after delivery;
• Are returned in a condition materially different from the condition in which they were delivered;
• Form part of a bundle or promotional offer where only part of the order is being returned.

Any adjustment will be assessed reasonably based on the condition of the returned product and applicable law.

Restocking Fees

Marlowe & Co does not charge a standard restocking fee.

Eligible returns will not be subject to an arbitrary restocking percentage or handling deduction.

This is separate from situations where an item has been materially damaged, altered, used, or returned incomplete, in which case an appropriate adjustment may be made where permitted by law.

Orders Returned to Sender

If an order is returned to us because of an incorrect or incomplete shipping address supplied by the customer, refusal of delivery, failure to collect a parcel, or another delivery issue outside our control, please contact us.

Depending on the circumstances, we may be able to arrange reshipment or issue a refund once the parcel has been returned and processed.

Additional shipping costs may apply if a new shipment is requested due to incorrect address information or another issue not caused by Marlowe & Co.

Order Cancellations

If you need to cancel or modify an order, please contact us as quickly as possible after placing it.

We will make reasonable efforts to accommodate cancellation requests received before fulfillment begins.

However, our fulfillment process may begin shortly after an order is placed. Once an order has entered processing, been handed to our fulfillment partner, or shipped, we may no longer be able to cancel it.

If cancellation is no longer possible, you may still be able to return an eligible product after delivery in accordance with this policy.

Changing an Order

Please contact us as soon as possible if you need to change:

• A product;
• A size or color;
• A delivery address;
• Or other order information.

We cannot guarantee that modifications will be possible once fulfillment has started.

Missing Packages

If your tracking information shows that your order has not arrived within the expected delivery timeframe, please contact our customer care team.

We may need to work with the shipping carrier or fulfillment provider to investigate the delivery.

If tracking shows the parcel as delivered but you cannot locate it, we may ask you to:

• Check around the delivery location;
• Ask household members or neighbors;
• Check with reception, concierge, mailroom, or building management;
• Contact the local delivery carrier;
• Confirm that the shipping address entered at checkout was correct.

We will review each delivery issue based on the available tracking and carrier information.

Chargebacks & Payment Disputes

We kindly ask customers to contact us before opening a payment dispute or chargeback.

Our customer care team can often investigate and resolve order issues more quickly than the formal banking dispute process.

If a chargeback or payment dispute is initiated, Marlowe & Co may provide the payment provider with relevant evidence regarding the transaction, including where applicable:

• Order information;
• Payment records;
• Shipping records;
• Tracking information;
• Delivery confirmation;
• Customer communications;
• Website and checkout records;
• Relevant terms and policies.

Nothing in this section limits a customer's right to contact their payment provider where appropriate.

Your Consumer Rights

This Return & Refund Policy is intended to provide Marlowe & Co's commercial return terms.

It does not exclude, restrict, or replace any mandatory statutory rights that apply to you under the consumer protection laws of your country or region.

Where applicable law gives you additional cancellation, refund, repair, replacement, warranty, conformity, or withdrawal rights, those rights will continue to apply.

Policy Abuse & Fraudulent Returns

We reserve the right, where permitted by law, to refuse returns or take reasonable protective measures where there is evidence of fraudulent activity, return abuse, deliberate product damage, false claims, or repeated misuse of our return process.

This does not affect legitimate claims regarding damaged, defective, incorrect, or otherwise non-conforming products.

Contact Us

If you have any questions about a return, refund, exchange, damaged item, or order issue, our customer care team will be happy to assist.

Marlowe & Co
http://marlowe-and-co.com/
Email: hello@marlowe-and-co.com

When contacting us about an existing order, please include your order number whenever possible so we can assist you more quickly.