Terms of service

Last updated: 30 September 2026

These Terms of Service apply to every visit to marlow-grey.com and to every order placed through it. Please read them carefully before placing an order. By placing an order, you agree to these terms. Nothing in these terms affects your statutory rights as a consumer.

1. About Us

Marlow & Grey is owned and operated by Klaucke Services, registered with the Dutch Chamber of Commerce (KvK) under number 90212851, VAT number NL004027673B13, with its registered address at Nijverheidsweg 9D, 3433 NP Nieuwegein, the Netherlands. In these terms, "we", "us" and "our" refer to Klaucke Services trading as Marlow & Grey. "You" refers to the customer or visitor.

You can reach us by email at info@marlow-grey.com, by phone at +31 6 58916182 (Monday to Friday, 08:00 to 17:00 CET/CEST) or through our Contact Form.

2. Who Can Order

Our store is intended for consumers aged 18 or over who live in the United Kingdom or the United States. We only deliver to addresses in these two countries.

3. Products and Product Information

We describe and photograph our products as accurately as possible, including materials, sizes and care instructions. Small differences in colour may occur because of screen settings. Size charts are provided as a guide; if you are unsure about your size, please contact us before ordering.

All products are subject to availability. If an item turns out to be unavailable after you have ordered it, we will inform you as soon as possible and refund you in full for that item.

4. Prices and Payment

Prices are shown in the currency displayed on the website and at checkout. Prices for customers in the United Kingdom include VAT where applicable. Information about import duties and taxes for your country is set out in our Shipping Policy. Standard shipping to the United Kingdom and the United States is free. The total price you pay is always shown before you confirm your order.

Any price reduction shown on our website refers to a price at which the product was genuinely offered by us before the promotion. Promotions are valid for the period stated or while stock lasts.

You can pay with the payment methods shown on our Payment Options page and at checkout. Payment is processed securely by our payment providers. We may cancel an order if payment is not received or if we reasonably suspect fraud; in that case you will not be charged, or you will be refunded in full.

If a product is shown at an obviously incorrect price because of a clear error, we will contact you before dispatch and offer you the choice to buy it at the correct price or cancel your order with a full refund.

5. How the Contract Is Formed

When you place an order, you receive an automatic email confirming that we have received it. The contract between you and us is formed when we send that order confirmation. You can view your order details in the confirmation email and, if you have an account, in your account.

6. Delivery

We aim to deliver within 5 to 8 business days after your order. Full details about processing, delivery times, tracking, customs and lost parcels are set out in our Shipping Policy. The risk of loss or damage passes to you when the order has been delivered to you or to a person you have nominated.

7. Cancellation, Returns and Refunds

You may cancel your order before dispatch free of charge, and return items within 30 days of delivery without giving a reason. Customers in the United Kingdom have a statutory right to cancel within 14 days of delivery; our 30-day return period extends that right. The full procedure, conditions and refund times are set out in our Return and Refund Policy.

8. Faulty Goods and Your Statutory Rights

We are legally required to supply goods that match their description, are of satisfactory quality and are fit for purpose. If an item is faulty, damaged or not as described, please contact us and we will repair, replace or refund it in line with our Return and Refund Policy and the law. Customers in the United Kingdom have rights under the Consumer Rights Act 2015. Customers in the United States have the rights provided by the laws of their state. Nothing in these terms limits those rights.

9. Our Liability

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach. We are not responsible for loss or damage that was not foreseeable, or for business losses, as our products are sold for private use only.

We do not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your statutory consumer rights.

10. Use of Our Website

You may use our website for personal, non-commercial purposes. You may not misuse the website, for example by attempting to gain unauthorised access, introducing viruses or other malicious code, or using automated tools to copy its content. All content on this website, including texts, photos, logos and designs, is owned by us or used with permission, and may not be copied without our prior written consent.

11. Privacy

We handle your personal data as described in our Privacy Policy.

12. Complaints

If you have a complaint, please contact us at info@marlow-grey.com. We will confirm receipt within 2 business days and aim to resolve your complaint within 14 days. If this is not possible, we will let you know when you can expect a full response.

13. Governing Law and Disputes

These terms are governed by the laws of the Netherlands. If you are a consumer, you also keep the protection of the mandatory consumer laws of the country where you live, and you may bring proceedings in the courts of your country of residence. We will always try to resolve any dispute with you amicably first.

14. Changes to These Terms

We may update these terms from time to time. The version that applies to your order is the version published on our website at the time you placed it.

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)