Terms and Conditions
TERMS AND CONDITIONS
Last updated: 2026-05-13
These Terms and Conditions ("Terms") govern your use of the website marlow-london.com ("Website") and any purchase you make from us. Please read them carefully before placing an order. By using our Website or placing an order, you agree to be bound by these Terms.
These Terms are governed by the laws of the Netherlands and applicable EU consumer protection law. Full identification of the seller and contact details are provided at the end of this document (see "Who We Are" and "Contact").
1. Definitions
- "We," "our," "us" — Marlow London / Reinier Benjamin Savelsberg.
- "You," "your," "customer" — any individual or entity who visits our Website or places an order.
- "Order" — a request submitted through our Website to purchase one or more Products.
- "Product(s)" — the goods (women's apparel, accessories, and related items) offered for sale on the Website.
- "Contract" — the binding agreement formed when we accept your Order, as set out in Section 3.
- "Business day" — Monday to Friday, excluding Dutch public holidays.
2. Use of the Website
2.1 You may use our Website to browse and purchase Products. You agree to use the Website only for lawful purposes and not in a way that infringes the rights of others or restricts their use of the Website.
2.2 To place an Order, you must be at least 18 years old and have the legal capacity to enter into a binding contract. By placing an Order, you confirm that you meet these requirements.
2.3 All content on the Website (including text, images, logos, and design) is owned by us or our licensors and is protected by copyright and other intellectual property rights. You may not reproduce, distribute, or use any content commercially without our prior written permission.
2.4 We reserve the right to refuse service, terminate accounts, or cancel Orders at our sole discretion, particularly in cases of suspected fraud, abuse, or violation of these Terms.
3. How an Order Becomes a Contract
3.1 Placing an Order on our Website constitutes an offer to buy the selected Products at the prices and on the conditions stated at checkout.
3.2 After placing an Order, you will receive an automatic confirmation email acknowledging receipt of your Order. This acknowledgment is not acceptance of your Order — it confirms that we have received it.
3.3 A binding Contract is formed only when we send you a Shipping Confirmation email indicating that your Order has been dispatched. We reserve the right to decline any Order, in which case we will refund any payment in full within 14 days.
3.4 We may decline an Order if:
- The Product is out of stock or unavailable.
- We are unable to verify your payment or shipping details.
- We suspect fraud or violation of these Terms.
- Pricing or product information was displayed in error (see Section 5.4).
- We are unable to ship to your location.
4. Products
4.1 We make every reasonable effort to display Products accurately, including colors, dimensions, and materials. However, slight variations may occur due to manufacturing differences, photography, or your device's display.
4.2 Product availability is not guaranteed until your Order is confirmed and shipped. If a Product becomes unavailable after you place an Order, we will notify you and offer either a refund or an alternative.
4.3 Sizing information provided on Product pages is a guide only. We recommend consulting the size guide and product description carefully before ordering.
5. Pricing and Payment
5.1 All prices on the Website are displayed in Euros (EUR) and, where applicable, include VAT and applicable taxes. Shipping costs are calculated and shown at checkout before you complete your Order.
5.2 Payment is required in full at the time of placing your Order. We accept the following payment methods:
- Credit and debit cards (Visa, Mastercard, Maestro, American Express)
- iDEAL (Netherlands)
- Apple Pay and Google Pay
- Klarna (Pay in 3 / Pay Later, where available in your country)
- Other payment methods displayed at checkout
5.3 Payments are processed by our PCI-DSS-compliant payment service providers (currently Pay.nl and others as displayed at checkout). We do not store full card details on our servers.
5.4 In the event of an obvious pricing or product description error (such as a price that is clearly incorrect, like €5 instead of €50), we reserve the right to cancel the affected Order, even after confirmation, and to refund you in full. We will notify you as soon as possible if this occurs.
5.5 If you are located outside the European Union, your Order may be subject to import duties, customs fees, or local taxes upon arrival in your country. These charges are your responsibility and are not included in the Product price or shipping cost. We declare shipments at full value as required by customs regulations.
6. Shipping and Delivery
6.1 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.
6.2 Orders are processed and dispatched within 1–2 business days of order confirmation. Orders are shipped via our manufacturing and fulfillment partners, including partners located outside the EU/EEA (such as China). The shipping origin for each item is noted on the Product page where relevant.
6.3 Estimated delivery times (after order processing of 1–2 business days):
- Ireland: 6–10 business days
- United Kingdom: 6–10 business days
These are estimates based on standard carrier performance and are not guaranteed. Actual delivery times may vary based on carrier delays, customs processing, public holidays, weather, and other factors outside our control.
6.4 Shipping costs are calculated at checkout based on your destination and the items in your cart. Free shipping promotions, when offered, are clearly displayed.
6.5 You will receive a Shipping Confirmation email with tracking information (where available) once your Order is dispatched. You can track your Order via our Website or directly through the carrier.
6.6 Risk of loss and title for Products passes to you upon delivery to the address you provided. If delivery fails due to incorrect address details, refusal to accept the package, or repeated failed delivery attempts, you remain liable for the Order; we will work with you to resolve the issue but cannot guarantee refunds in such cases.
6.7 If your Order has not arrived within 20 business days of dispatch, please contact us at support@marlow-london.com and we will investigate with the carrier. Lost-in-transit Orders are eligible for replacement or refund at our discretion after carrier investigation is complete.
7. Right of Withdrawal (Cancellation) — EU Consumers
7.1 Under EU Directive 2011/83/EU on consumer rights, if you are a consumer located in the European Union, you have the right to withdraw from your purchase without giving any reason within 14 calendar days from the day you (or a third party indicated by you) receive the Products.
7.2 We offer an enhanced 30-day return window as a goodwill extension of the statutory 14-day withdrawal period. See our Refund and Return Policy for full details.
7.3 Certain Products are excluded from the right of withdrawal under EU law:
- Personalized or made-to-order items
- Sealed hygiene-sensitive Products that have been unsealed after delivery (e.g., underwear, swimwear, lingerie if returned without original hygiene seal)
- Other goods explicitly excluded under Article 16 of Directive 2011/83/EU
7.4 To exercise your right of withdrawal, follow the process described in our Refund and Return Policy.
8. Returns and Refunds
Our complete Refund and Return Policy is published on our website and incorporated by reference into these Terms. In summary:
- 30-day return window from delivery
- Items must be unworn, unwashed, undamaged, and returned with original tags and packaging
- Refunds processed within 14 days of receiving the returned item
- Refund issued to the original payment method
- Free returns within Ireland (reimbursement model, up to €15 with proof of postage)
- Customers outside Ireland pay return shipping unless the item is defective or incorrectly shipped
9. Warranty and Liability
9.1 Under EU consumer law, you are entitled to Products that conform to the Contract. If a Product is defective or does not match its description, you have legal rights to repair, replacement, refund, or price reduction within 2 years of delivery, as provided by Directive (EU) 2019/771.
9.2 To the maximum extent permitted by law, our liability under these Terms is limited to the total value of your Order. We are not liable for:
- Indirect, consequential, or incidental damages.
- Loss of profit, revenue, business opportunity, or data.
- Damages caused by force majeure (events outside our reasonable control, including but not limited to natural disasters, war, pandemic, government action, carrier delays, customs delays).
9.3 Nothing in these Terms limits or excludes our liability for:
- Death or personal injury caused by our negligence.
- Fraud or fraudulent misrepresentation.
- Any liability that cannot be limited or excluded under applicable law.
9.4 You are responsible for ensuring that Products you purchase comply with the laws of your country of delivery (e.g., import restrictions on certain materials).
10. Force Majeure
We are not liable for any failure or delay in performing our obligations under these Terms caused by events outside our reasonable control, including but not limited to: natural disasters, war, terrorism, riot, pandemic, government action, embargo, strike, supplier failure, carrier disruption, customs delays, or interruption of internet or telecommunications services.
If a force majeure event affects your Order, we will notify you and either complete the Order as soon as reasonably possible or, if performance is impossible, refund your payment in full.
11. Privacy
Our collection and use of your personal data is governed by our Privacy Policy, which is incorporated by reference into these Terms.
12. Intellectual Property
All trademarks, logos, photographs, designs, and other intellectual property on our Website are owned by us or our licensors. You may not use any of our intellectual property without our prior written permission.
User-generated content (such as reviews or photos posted to social media tagging us) may be used by us for marketing purposes unless you indicate otherwise.
13. Complaints and Dispute Resolution
13.1 If you have a complaint about your Order, please contact us first at support@marlow-london.com. We aim to acknowledge complaints within 2 business days and resolve them within 14 days.
13.2 EU consumers have the right to submit disputes to the European Commission's Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr
13.3 We are not obliged to participate in alternative dispute resolution procedures unless required by law.
14. Governing Law and Jurisdiction
14.1 These Terms are governed by the laws of the Netherlands, without regard to its conflict-of-laws provisions.
14.2 Any dispute arising from these Terms or your purchase will be subject to the exclusive jurisdiction of the competent courts in Amsterdam, the Netherlands.
14.3 If you are a consumer, mandatory consumer protection law in your country of residence (including, where applicable, Irish or UK consumer law) may give you additional rights and the option to bring claims in your local courts. Nothing in these Terms limits those rights.
15. Changes to These Terms
We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. Material changes will be communicated by:
- Updating the "Last updated" date at the top of this page.
- Notifying registered customers by email at least 14 days before changes take effect.
Your continued use of the Website after changes take effect constitutes acceptance of the updated Terms.
16. Severability
If any provision of these Terms is found to be unlawful, void, or unenforceable, the remaining provisions will continue in full force and effect. The unenforceable provision will be replaced by an enforceable provision that most closely reflects the original intent.
17. 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
18. Contact
For any questions about these Terms or your Order:
Email: support@marlow-london.com
Postal: Reinier Benjamin Savelsberg / Marlow London, Weesperzijde 108HS, 1091 EN Amsterdam, Netherlands
We aim to respond to all inquiries within 24 hours on business days.
Marlow London is a trade name of Reinier Benjamin Savelsberg, a sole proprietorship registered in the Netherlands.