Shipping Policy
SHIPPING POLICY
Last updated: 2026-05-13
This Shipping Policy describes how orders from Marlow London are processed, shipped, and delivered. Please read it carefully before placing an order. By placing an order, you agree to the terms outlined below.
1. Where We Ship
We currently ship to the following destinations:
- Ireland (primary market)
- United Kingdom
Additional countries may be added in the future and will be announced on our Website.
If your country is not listed at checkout, we are unfortunately unable to ship to you at this time. Please contact us at support@marlow-london.com to be notified when we expand to your region.
2. Processing Time
All orders are processed and dispatched within 1–2 business days of order confirmation, excluding weekends and public holidays.
During seasonal peaks (Black Friday, holiday season, major sales) processing may take 1–2 additional business days. We will notify you by email if there is any unexpected delay.
You will receive a Shipping Confirmation email with tracking information (where available) as soon as your order is dispatched.
3. Delivery Times
Once dispatched, estimated delivery times are:
- Ireland: 6–10 business days
- United Kingdom: 6–10 business days
These estimates are based on standard carrier performance and are not guaranteed. Actual delivery times may be affected by:
- Carrier delays
- Customs processing (especially for UK shipments since Brexit)
- Public holidays in the origin or destination country
- Severe weather, natural disasters, or other force majeure events
- Incomplete or incorrect shipping addresses
Total time from order placement to delivery is therefore typically 7–12 business days (processing + shipping).
4. Shipping Costs
Shipping costs are calculated automatically at checkout based on your destination and order details. The exact cost will be clearly displayed before you confirm payment, so there are no surprises.
When we run free shipping promotions or minimum-spend thresholds, they will be clearly displayed on our Website.
5. Tracking Your Order
Once your order has shipped, you will receive an email with a tracking number and a link to track your package. You can track your order directly through:
- The tracking link in your shipping confirmation email
- Your order page on our Website (if you have an account)
- The carrier's own website using the tracking number
Tracking updates may take 24–72 hours to appear after dispatch, particularly for international shipments crossing borders. Please be patient before contacting us about tracking that is not yet updating.
6. Customs, Duties, and Import Taxes
Ireland (EU)
For shipments fulfilled from outside the EU, we use the Import One-Stop Shop (IOSS) scheme where applicable, which means EU VAT is collected at checkout and paid to the EU on your behalf. You should not have to pay additional VAT or customs fees on delivery in most cases.
United Kingdom (Post-Brexit)
For shipments to the UK, depending on the order value and shipping origin:
- Orders under £135: UK VAT is generally collected at checkout under HMRC rules and you should not face additional charges on delivery.
- Orders over £135: may be subject to UK import VAT, customs duties, and a carrier handling fee, which are payable by the recipient before delivery. These charges are not included in our prices or shipping costs and are the responsibility of the buyer.
We declare all shipments at their full value as required by international customs law. We cannot mark shipments as "gift" or undervalue them on customs declarations.
7. Delivery Issues
Tracking shows "delivered" but you didn't receive it
- Check with neighbors, building reception, or any safe place the carrier may have left it.
- Check your local carrier office for any failed-delivery notice.
- Contact the carrier directly with your tracking number.
- If still not located after 5 business days, contact us at support@marlow-london.com and we will help investigate.
Order delayed beyond the estimated delivery window
- First, check the tracking — international shipments occasionally pause at customs or sorting facilities.
- If your order has not arrived within 20 business days from dispatch, contact us at support@marlow-london.com. We will open a carrier investigation and, once complete, issue a replacement or full refund as appropriate.
Damaged on arrival
If your package arrives visibly damaged or the contents are damaged, please:
1. Take clear photos of the damage (both packaging and contents) before unpacking further.
2. Contact us at support@marlow-london.com within 14 days of delivery with the photos and your order number.
3. We will arrange a replacement or full refund at no cost to you, including return shipping.
8. Address Accuracy
It is your responsibility to provide a complete, accurate, and current shipping address at checkout. We are not responsible for delays or losses caused by incorrect or incomplete address information.
If you notice an address error immediately after placing your order, email support@marlow-london.com as soon as possible. We can usually correct the address if the order has not yet been dispatched.
Once an order has been dispatched, address changes are generally not possible.
9. Failed Delivery or Refused Packages
If a package cannot be delivered because:
- You provided an incorrect or incomplete address
- You refused delivery
- You failed to collect the package from the carrier's pickup point within the carrier's holding period
…the package may be returned to us. In such cases, we may deduct the original outbound shipping cost (and any return shipping fees charged by the carrier) from your refund.
If you would like the package re-sent, you will be responsible for the new shipping cost.
10. Lost in Transit
If a tracking update has not been recorded for 10+ business days on a shipment that has not yet been delivered, we will consider it potentially lost and begin a carrier investigation on your behalf.
If the package is confirmed lost (or remains undelivered 20 business days after dispatch without resolution), we will issue a replacement or full refund at our discretion.
11. Shipping Origin
Our orders are shipped from a combination of our manufacturing and fulfillment partners. Depending on the product, your order may ship from within the EU or from our overseas manufacturing partners (including in China). We disclose the shipping origin on the product page where relevant, and the estimated delivery times above account for both origins.
12. Contact Us
For any shipping-related questions, delivery issues, or concerns:
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.