Refund policy

At By Marlowe, your satisfaction is our priority. If for any reason you are not entirely satisfied with your purchase, this Return Policy explains in detail your rights and the procedure to follow.

30-DAY RIGHT OF RETURN

You have a period of thirty (30) calendar days from the day you receive your order to return the product(s) to us, without having to give any reason for your decision.

This 30-day period is more generous than the statutory 14-day cancellation period provided for under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: By Marlowe grants you 16 additional days to give you time to test your product with complete peace of mind.

When this period expires on a Saturday, Sunday or public holiday, it is extended until the next business day. If your order contains several products delivered separately, the 30-day period starts from the receipt of the last product.

We accept returns of defective products AND non-defective products, under the conditions described below.

SECTION 2 – RETURN CONDITIONS

To be eligible for a refund, returned products must imperatively be in new condition:

Unused, unwashed and undamaged.
In their original packaging, unopened, intact and complete (with all accessories, tags, and instructions).
Accompanied by a copy of the invoice or delivery note.

In accordance with our policy, only new products are accepted for return: products that have been opened, used, soiled, or whose original packaging has been damaged cannot be taken back.

(Please note: this condition reflects our voluntary returns policy. It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, which continue to apply.)

SECTION 3 – PRODUCTS NOT ELIGIBLE FOR RETURN

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to:

Goods made to measure or clearly personalized according to the Client's specifications.
Goods liable to deteriorate or expire rapidly.
Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.

These exclusions will be systematically indicated on the product page where applicable.

SECTION 4 – RETURN PROCEDURE

Step 1 — Notify your request

Before returning a product, you must inform us of your decision by email at info@by-marlowe.com, stating:

Your first and last name
Your order number
The product(s) concerned
The reason for the return (optional)

Step 2 — Receive your return instructions

Once your request is received, we will provide you by email within 24 business hours:

The return address
The return authorization number (RMA), to be written visibly on the parcel
Any additional instructions

Step 3 — Return the product by post

Returns are made exclusively by post. No returns in store or at a pickup point are accepted.

Carefully pack the product in its original packaging and send it to the address provided to you. We strongly recommend that you opt for a shipping method with tracking and, if the value of the product justifies it, with insurance, as the product travels under your responsibility until it is received by us.

The product must reach us within the 30-day period from the initial receipt.

SECTION 5 – RETURN COSTS

The direct costs of return are borne by the Client ("Client's responsibility"), except in the following cases where they are entirely borne by us:

Defective or non-conforming product
Shipping error on our part
Where you exercise your statutory rights (see Section 7)

No restocking fees will be charged to you. The amount refunded corresponds fully to the price paid for the returned product(s).

SECTION 6 – REFUND

6.1 Timeframe

Once the returned product has been received and its eligibility for a refund verified (condition, compliance with the return conditions), we will process the refund within five (5) business days from receipt of the return.

Depending on your bank or payment provider, the actual time for the refund to appear on your account may require an additional 1 to 3 days.

6.2 Amount

The refund covers the entirety of the sums paid for the returned products, without any deduction. As delivery is free at By Marlowe, no shipping costs apply to the refund.

6.3 Refund method

The refund is made in the same currency (GBP) and using the same means of payment as that used for the initial order (bank card, Apple Pay, Google Pay, Shop Pay), unless the Client expressly agrees to another method. No additional fees will be charged on this occasion.

SECTION 7 – DEFECTIVE, DAMAGED OR NON-CONFORMING PRODUCTS

If you receive a product that is defective, damaged during transport, or not conforming to your order, please:

Contact us within 72 hours of receipt, by email at info@by-marlowe.com, specifying your order number and attaching photographs of the product and its packaging.
Keep the original packaging as well as all items received.

After reviewing the file, and according to your preference and the availability of the product, we will provide free of charge:

The dispatch of an identical replacement product, or
The dispatch of an equivalent product, or
A full refund of your order.

In these cases, the return costs are entirely borne by us. A prepaid return label will be provided to you.

Your statutory rights

These provisions apply without prejudice to your statutory rights as a consumer under the Consumer Rights Act 2015:

Goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to remedies under the Act.
30-day right to reject: You have the right to reject faulty goods and receive a full refund within 30 days of receiving them.
Right to repair or replacement: After 30 days, if goods are found to be faulty, you are entitled to a repair or replacement. If the repair or replacement is unsuccessful, you can claim a refund or a price reduction.
For the first six months after delivery, if a fault is found, it is presumed to have been present at the time of delivery unless we can prove otherwise.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

SECTION 8 – EXCHANGES

Products purchased on the Site may be exchanged under the same conditions and time limits as returns (30 days from receipt, product in new condition).

To request an exchange, follow the return procedure described in Section 4, specifying in your email that you wish to make an exchange and indicating the replacement product, size or model desired.

Subject to the availability of the replacement product, we will dispatch the new product upon receipt of the returned product. If the desired product is no longer available, we will process the refund in accordance with the conditions of Section 6.

SECTION 9 – ORDER CANCELLATION BEFORE SHIPMENT

If you wish to cancel your order before it is shipped, contact us as quickly as possible at info@by-marlowe.com. If the order has not yet been prepared, we will proceed with its cancellation and a full refund. If it has already been shipped, you will need to follow the standard return procedure.

SECTION 10 – SUMMARY

 

SECTION 11 – CONTACT DETAILS

For any question relating to your return or refund:

By Marlowe – Returns Service
64 rue Bonneterie, 12100 Millau, France
Email: info@by-marlowe.com
Phone: +33 7 45 75 15 31

Customer service hours: Monday – Friday: 9:00 AM – 8:00 PM, Saturday: 9:00 AM – 6:00 PM (London time — GMT / BST)

Our team is committed to responding to you within 24 business hours.