Shipping policy

Last updated: 30 September 2026

This Shipping Policy explains how and when your Marlow & Grey order is processed and delivered. It applies to all orders placed on marlow-grey.com. We currently deliver to the United Kingdom and the United States only.

Key Information

  • Delivery countries: United Kingdom and United States
  • Shipping costs: Free standard shipping on all orders to the United Kingdom and the United States
  • Order cut-off time: 12:00 (CET/CEST, Amsterdam time), Monday to Friday
  • Processing time: 1 to 2 business days (Monday to Friday)
  • Transit time: 4 to 6 business days (Monday to Friday)
  • Total estimated delivery time: 5 to 8 business days
  • Tracking: Included with every order

Order Processing

Orders placed before 12:00 (CET/CEST) on a business day are processed from that same day. Orders placed after the cut-off time, or on weekends and public holidays, are processed from the next business day. Processing takes 1 to 2 business days and covers order verification, quality control, packing and hand-over to the carrier.

After placing your order you will receive an order confirmation by email. Once your parcel has been handed over to the carrier, you will receive a shipping confirmation with your tracking number.

Delivery Times

After dispatch, transit takes 4 to 6 business days. In total, you can expect your order within 5 to 8 business days of placing it. Business days are Monday to Friday, excluding public holidays.

These are estimates, not guaranteed delivery dates. During peak periods (such as Black Friday and the holiday season), severe weather or carrier disruptions, delivery can take longer. If this affects your order, we will let you know by email.

Tracking Your Order

You can follow your parcel with the tracking link in your shipping confirmation, or on our Track Your Order page using your order number and email address. Please note that tracking information can take up to 24 hours to update after dispatch.

Delivery Address

Please check your shipping address carefully before completing your order. If you notice a mistake, contact us as soon as possible at info@marlow-grey.com. We can change the address free of charge as long as the order has not yet been dispatched. We cannot be held responsible for delays or non-delivery caused by an incorrect or incomplete address provided at checkout.

Delayed, Lost or Missing Parcels

If your order has not arrived within 8 business days, please first check the tracking information and your mailbox, neighbours and any collection notices. If the parcel still cannot be found, contact us with your order number. We will open an investigation with the carrier. If the parcel is confirmed lost, we will send a free replacement or issue a full refund, whichever you prefer.

If tracking shows your parcel as delivered but you have not received it, please contact us within 14 days of the delivery date so that we can investigate with the carrier.

Damaged or Incorrect Items

If your order arrives damaged, or you have received the wrong item, please email info@marlow-grey.com with your order number and photos of the item and packaging. We will send a replacement or the correct item free of charge, or issue a full refund if you prefer. You will not have to pay any shipping or return costs in this case. See our Return and Refund Policy for details.

Order Cancellations

You can cancel your order free of charge as long as it has not yet been dispatched. Email info@marlow-grey.com with your order number and we will confirm the cancellation and refund the full amount to your original payment method. If your order has already been dispatched, you can still return it under our Return and Refund Policy.

Questions

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

Business Information

Company Name: Marlow-Grey
Company Number: 61374859206

Company Address: Gerard Ter Borchhage 1, 3437 KK Nieuwegein, Netherlands
Warehouse Address: 457 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)