Refund policy

Last updated: 30 September 2026

We want you to be completely happy with your Marlow & Grey order. If something is not right, you can return it within 30 days of delivery. This policy explains how returns, exchanges and refunds work. It does not affect your statutory rights as a consumer.

Key Information

  • Return period: 30 days from the date you receive your order
  • Return costs: Paid by the customer, unless the item is faulty, damaged or incorrect
  • Restocking fee: None
  • Refund method: Original payment method
  • Refund time: Within 7 days after we receive your return
  • Exchanges: Possible within the 30-day return period
  • Return address: Provided by email when you register your return (see below)

Your 30-Day Return Right

You may return any item within 30 days of the date you (or someone you nominate) received it, without giving a reason. For customers in the United Kingdom, this includes your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which gives you 14 days from delivery. Our 30-day period extends that statutory period.

How to Return an Item

  1. Register your return: Email info@marlow-grey.com within 30 days of delivery with your order number and the item(s) you want to return. You can also use our Contact Form.
  2. Receive instructions: We will reply within 1 to 2 business days with a return confirmation and the return address.
  3. Send the item back: Pack the item securely and send it to the return address within 14 days of registering your return. We recommend a tracked shipping service, as we cannot be responsible for returns that are lost in transit.

Please do not send items back without registering your return first, as this may delay your refund.

International Returns and Customs

If the return address in your return instructions is in a different country from where you live, your parcel will pass through customs. To make sure no import duties or taxes are charged on your return:

  • Mark the parcel as "Returned goods" on the customs declaration (CN22/CN23 or the carrier's own form)
  • Describe the contents (for example "clothing") and state the value you paid
  • Include your Marlow & Grey order number on the declaration and inside the parcel

Our team will include these details in your return instructions. If you are unsure how to fill in the customs declaration, please contact us before sending your parcel and we will help you.

Condition of Returned Items

You may handle and try on items as you would in a shop. To receive a full refund, we ask that returned items are:

  • Unworn outside of trying on, unwashed and free of odours, stains or damage
  • Returned with the original tags still attached
  • Returned in the original packaging where possible

Swimwear, bodysuits and sports bras should only be tried on over underwear and must be returned with any hygiene liner still in place.

If an item has been used more than needed to establish its nature, characteristics and fit, we may reduce the refund to reflect the loss in value. We will always explain this to you in writing before doing so.

Refunds

Once your return arrives, we inspect it and email you to confirm. Your refund is issued within 7 days of receiving the item(s), to the original payment method. Depending on your bank or card provider, it can take a further 3 to 5 business days before the amount appears on your statement.

Because shipping is free on all orders, there are no original delivery costs to refund. Return shipping costs are the responsibility of the customer, except for faulty, damaged or incorrect items.

Late or Missing Refunds

If you have not received your refund yet, please follow these steps:

  1. Check the refund confirmation email we sent you after inspecting your return.
  2. Check your bank account or card statement again, as it can take 3 to 5 business days for a refund to appear after we have processed it.
  3. Contact your bank or card provider, as there is sometimes a short processing delay on their side.
  4. If you still have not received your refund after these steps, email info@marlow-grey.com with your order number. We will look into it and send you proof of the refund transaction.

Exchanges

Need a different size or colour? You can request an exchange within 30 days of delivery by emailing info@marlow-grey.com with your order number and the item you would like instead. Once we receive your original item, we will send the replacement free of charge, subject to availability. If the requested item is not available, we will refund you in full.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or not what you ordered, please email info@marlow-grey.com with your order number and photos of the item. We will offer a free replacement, repair or full refund, and we cover all return shipping costs. You do not need to return the item in its original packaging in this case.

Customers in the United Kingdom: Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have the right to reject them and receive a full refund within 30 days of delivery. After that, you are entitled to a repair or replacement and, if that is not possible, a refund or price reduction. These rights apply in addition to this policy.

Customers in the United States: This policy is in addition to any rights you may have under the laws of your state.

Order Cancellations

You can cancel your order free of charge before it has been dispatched by emailing info@marlow-grey.com. We will refund the full amount to your original payment method within 7 days. Once your order has been dispatched, you can return it under this policy.

Questions

If you have any questions about returns or refunds, please contact our customer service team. We are happy to help.

Business Information

Marlow & Grey is owned and operated by Klaucke Services, registered in the Netherlands.
Chamber of Commerce (KvK): 90212851
VAT Number: NL004027673B13
Address: Nijverheidsweg 9D, 3433 NP Nieuwegein, the Netherlands

Contact Information

Company Name: Marlow-Grey
Company Number: 61374859206

Company Address: Gerard Ter Borchhage 1, 3437 KK Nieuwegein, Netherlands
Warehouse Address: 57 Redruth Cl, Northampton NN4 8PL, United Kingdom

Email: info@marlow-grey.com
Customer service hours:
Monday to Friday, 08:00 to 17:00 (CET/CEST)