Refund & Return Policy
REFUND AND RETURN POLICY
Last updated: 2026-05-13
We want you to love what you ordered. If something isn't right, we offer a 30-day return window from the date you receive your order — a goodwill extension of the 14-day statutory right of withdrawal under EU consumer law.
This policy explains how returns and refunds work at Marlow London. Please read it carefully before sending any return.
1. The Short Version
- Return window: 30 calendar days from delivery
- Condition: unworn, unwashed, undamaged, original tags and packaging intact
- Return shipping cost:
- Free returns for customers in Ireland — we reimburse return shipping (up to €15) with proof of postage
- Customers outside Ireland pay return shipping (unless the item is defective or we shipped the wrong item)
- Refund timing: processed within 14 days of us receiving your return
- Refund method: original payment method
- Return address: Marlow London, Weesperzijde 108HS, 1091 EN Amsterdam, Netherlands
For full details, read the sections below.
2. Your Right to Return
2.1 Statutory right of withdrawal (EU consumers)
Under EU Directive 2011/83/EU, if you are an EU consumer, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving a reason.
2.2 Our enhanced 30-day return policy
We voluntarily extend the statutory 14-day withdrawal period to a 30-day return window as a goodwill gesture to give you extra time to decide.
The 30 days begin on the day the order is delivered to you (or to a third party indicated by you, such as a neighbor or pickup point).
2.3 Customers outside the EU
The 30-day return window also applies to customers outside the EU (including the United Kingdom), regardless of statutory rights in your country.
3. Conditions for a Valid Return
To be eligible for a refund, the returned item(s) must meet all of the following conditions:
- Unworn and unwashed. Try-on at home is fine; wearing the item out is not.
- Undamaged. No tears, snags, stains, perfume, makeup, deodorant residue, smoke smell, pet hair, or other contamination.
- Original tags attached. Hangtags, swing tags, and any plastic security tags must still be attached and intact.
- Original packaging. Items returned in their original packaging where possible. Polybags and protective wrapping should remain.
- Within the 30-day return window from the date of delivery.
- Accompanied by proof of purchase (your order confirmation email or order number).
Items that do not meet these conditions may be refused and returned to you at your cost, or refunded at a reduced value reflecting the diminished resale value.
4. Items That Cannot Be Returned
Under Article 16 of EU Directive 2011/83/EU and our policy, the following items are excluded from returns and refunds:
- Intimate apparel (underwear, swimwear, lingerie, bodysuits with hygienic inserts) once the hygiene seal has been broken or the item has been worn. Sealed, unopened intimate apparel can be returned within 30 days.
- Pierced jewelry (earrings for pierced ears) — hygiene reasons.
- Personalized or custom-made items (e.g., monogrammed, made to your specific measurements).
- Gift cards.
- Items that have been used, worn, washed, or altered by the customer.
We will tell you on the Product page if an item is non-returnable.
5. How to Return an Item
Step 1 — Request a return
Within 30 days of delivery, email us at support@marlow-london.com with:
- Your order number
- The item(s) you want to return
- The reason for return (optional but appreciated — helps us improve)
We will confirm your return request within 1–2 business days and send you:
- A Return Merchandise Authorization (RMA) number
- The return address
- Instructions for packaging and shipping
Do not ship returns before receiving an RMA. Unauthorized returns may be refused or unprocessed.
Step 2 — Package your return
- Use the original packaging where possible.
- Include all tags, accessories, and the order confirmation or RMA number inside the package.
- Seal the package securely.
Step 3 — Ship your return
Ship the package to the return address provided in your RMA confirmation:
Marlow London
Weesperzijde 108HS
1091 EN Amsterdam
Netherlands
- We strongly recommend using a tracked shipping service. We are not responsible for returns lost in transit without tracking.
- Keep the proof of postage and tracking number until your refund is processed.
Step 4 — We process your refund
- Once we receive and inspect your return, we will email you a confirmation within 3 business days.
- If the return is approved, we will issue your refund within 14 days of receipt, to the original payment method.
- Bank/card processing times may add 3–10 additional business days for the refund to appear in your account.
6. Return Shipping Costs
6.1 Customers in Ireland — free returns (reimbursement model)
Returns from Ireland are free. Here's how it works:
1. Follow the standard return process (Section 5) to request your RMA.
2. Ship the package back to us at your own cost — choose a tracked service (e.g., An Post Tracked, DPD Ireland). We recommend tracked shipping because we are not responsible for returns lost in transit.
3. Keep your proof of postage receipt.
4. When you submit your return, include the proof of postage (a photo or scan of the receipt is fine).
5. We will refund your return shipping cost up to a maximum of €15 together with the refund for the returned item(s).
6.2 Customers outside Ireland (e.g., United Kingdom)
The customer pays return shipping. Choose the carrier and service; we recommend tracked shipping.
6.3 Defective, damaged, or incorrect items (any country)
We pay return shipping in full. If you received an item that is:
- Defective (manufacturing defect)
- Damaged in transit
- Different from what you ordered (wrong size, color, or product)
…we will reimburse your reasonable return shipping costs in full. Contact us at support@marlow-london.com within 14 days of delivery with a photo of the issue.
6.4 Refused or undelivered packages
If a package is returned to us because you refused delivery, provided an incorrect address, or failed to collect it from the carrier, we may deduct the original outbound shipping cost and any return shipping fee from your refund.
7. Exchanges
We do not currently process direct exchanges. If you want a different size or color:
1. Return the original item following the process above for a refund.
2. Place a new order for the desired item.
This is faster than processing an exchange and ensures you get the size you want without it selling out while in transit.
8. Refund Method and Timing
8.1 Method
Refunds are issued to the original payment method used at checkout. We cannot issue refunds to a different card, bank account, or as store credit unless you specifically request it and we agree.
8.2 Timing
- We process refunds within 14 days of receiving and approving your return (typically faster — most are processed within 3–5 business days).
- Once issued, your bank or card provider may take an additional 3–10 business days to reflect the refund in your account.
- For Klarna and Pay-Later orders, refunds are applied to your Klarna balance and adjust your payment schedule accordingly.
8.3 Partial refunds
We may issue a partial refund in the following cases:
- Items returned with signs of use or damage caused by handling beyond what's necessary to inspect them.
- Missing original tags, packaging, or accessories.
- Returns received after the 30-day window (at our sole discretion).
9. Defective or Damaged Items
If your order arrives defective or damaged:
1. Contact us within 14 days of delivery at support@marlow-london.com.
2. Include your order number and photos clearly showing the defect or damage.
3. We will arrange a replacement, full refund, or repair at no cost to you, including return shipping.
You are entitled to a 2-year legal guarantee on goods under EU consumer law (Directive (EU) 2019/771). This is in addition to our 30-day return policy.
10. Wrong Item Received
If we shipped you the wrong item (wrong product, wrong size, wrong color):
1. Contact us within 14 days of delivery at support@marlow-london.com.
2. We will arrange a return at our cost and ship you the correct item, OR offer you a full refund.
11. Lost or Missing Packages
If your order has not arrived within the estimated delivery window:
1. Check the tracking information first — packages are sometimes delayed by customs or carrier issues.
2. If tracking shows "delivered" but you didn't receive it, check with neighbors, your building reception, and the local carrier office.
3. If still missing after 20 business days from dispatch, contact us at support@marlow-london.com. We will open a carrier investigation, and once complete, we will issue a replacement or full refund.
12. Order Cancellations Before Shipping
You can request to cancel an order before it has been dispatched:
- Email support@marlow-london.com as soon as possible after placing your order.
- If your order has not yet been processed for shipping, we will cancel it and issue a full refund within 14 days.
- Once an order has been dispatched, cancellation is no longer possible — you must follow the return process above.
13. EU Right of Withdrawal Form
You may use the model withdrawal form below to exercise your statutory 14-day right of withdrawal (note that you may also simply email us; the form is not mandatory).
Model Withdrawal Form
To: Marlow London
Email: support@marlow-london.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
14. Complaints and Disputes
If you are not satisfied with how we handled a return or refund:
1. Email us at support@marlow-london.com — we aim to resolve complaints within 14 days.
2. EU consumers may also submit complaints to the European Commission's Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr
3. Irish customers can also contact the Competition and Consumer Protection Commission (CCPC): https://www.ccpc.ie
4. UK customers can also contact Citizens Advice or Trading Standards: https://www.citizensadvice.org.uk
15. Changes to This Policy
We may update this Refund and Return Policy from time to time. The "Last updated" date at the top reflects the latest version. Material changes will not affect orders placed before the change takes effect.
16. Who We Are
Marlow London is a trade name of:
Legal owner: Reinier Benjamin Savelsberg (sole proprietor / eenmanszaak)
Registered office: Weesperzijde 108HS, 1091 EN Amsterdam, Netherlands
KvK number: 88885453
VAT (BTW) number: NL004548623B55
Contact: support@marlow-london.com
17. Contact
For all return and refund inquiries:
Email: support@marlow-london.com
Response time: within 24 hours on business days
Postal: Marlow London, Weesperzijde 108HS, 1091 EN Amsterdam, Netherlands
KvK: 88885453
BTW: NL004548623B55
Marlow London is a trade name of Reinier Benjamin Savelsberg, a sole proprietorship registered in the Netherlands.