Return policy

If, for any reason, you are not satisfied with the order you received, we kindly ask you to contact us. At Marlow & Rose, our goal is to ensure that our customers are 100% satisfied with the products they have purchased from our suppliers. In the unlikely event that you are not satisfied, please do not hesitate to contact us so that our team can assist you immediately.

How can you return (part of) your order?

If you decide to return the products to us within 30-day cooling-off period, we will refund the full order amount within five business days of receiving the returned product. However, please note that we cannot reimburse the cost of the return shipping.

 

Follow the steps below to return your product(s):

• Please send an email to info@marlowandrose.com stating that you wish to return your order, or part of it.

• Wait for a response from our customer service team to confirm whether we can accept your return.

• If your return is accepted, we kindly ask you to pack the product carefully and securely, preferably in the original packaging.

• Send the package to the return address provided by our customer service team.

• Please provide our customer service team with the Track and Trace code.

• Once the package has been received and inspected, we will return the order amount for the returned products via the original payment method.

 

Unfortunately, the following products cannot be returned:

• Sealed products whose seal has been broken.

• Products that have been custom-made according to the customer's specifications.

• Products of a personal nature.

• Products that cannot be returned due to their nature.

• Due to COVID-19 hygiene measures, products in the "Beauty", "Kids & Baby" and "Sports" categories cannot be returned

 

Return Address:

The return address we use is provided by our supplier. Returns must be sent to:

SUPPLIER'S ADDRESS/YOUR OWN ADDRESS

Canceling Placed Orders

Unfortunately, it is not possible to cancel your order. Our orders are processed immediately in the system, which means cancellation is no longer possible.

 

Damaged products upon receipt

That's too bad! It's possible that your product was damaged during shipping. If you've received a damaged or incorrect product, we kindly ask you to contact us within 30 days of receipt. Unfortunately, after this period, you will no longer be able to return the item.

To resolve the issue as quickly as possible, please send us an email with a photo clearly showing the damaged part of the item. The best photos show the damaged part on a flat surface, with the label and the damage clearly visible. We use this information to assist you with your order and to prevent such errors in the future.

For damaged products, we offer a one-time replacement package and unfortunately, cannot issue a refund. If the product is damaged again upon a second delivery, we will refund the full purchase price.

If you have any questions regarding products that are damaged upon receipt, please us at info@marlowandrose.com

 

Manufacturing defects or defects after use

How annoying! It's possible that, over time, a manufacturing defect may occur, resulting in a malfunction. In other words, the part is broken and no longer meets the standards set by the manufacturer. Please note: wear-and-tear parts are excluded from manufacturing defects or defects. Wear-and-tear parts include, among others:

• Drive belts

• Batteries
• Brake pads and rotors, brake linings, brake drums
• Chains, lights, sprockets, tires, and inner tubes
• Moving parts in the broadest sense of the term

If you have any questions regarding manufacturing defects or defects after use, please contact us at info@marlowandrose.com

 

Delivery of incorrect products

We do our very best to process all orders correctly. However, mistakes can sometimes occur, and we may accidentally send you the wrong product. Of course, we will resolve this issue for you and ship the correct order to you at no charge.

If you have any questions regarding the delivery of incorrect products, please contact us at info@marlowandrose.com.

Delivery in case of absence or to a post office

If a package is delivered to your door or dropped off at a post iffice, the costs for this will be borne by Marlow & Rose London. If the package is not accepted or not picked up at the post office, it will automatically be returned to the supplier. In that case, we reserve the right to deduct 100% of the order value from the amount you receive as a refund.

Product damaged?

That's too bad! We're sorry your product was damaged during shipping. We're happy to send you a new package free of charge the first time, but unfortunately we cannot issue a refund. If the product still arrives defective the second time, we will refund the full purchase price.

Lost package?

If a package has been lost or has not been delivered for logistical reasons, we will always send a new package first applying our refund and return policy.

Import duties

In certain cases, customs may inspect your package upon delivery. Unfortunately, we have no control over the changes in legislation that took effect on July 1, 2021. In some situations, customs may charge a small amount in import duties. However, we want to reassure you that in 99% of cases, these fees do not apply. If customs fees do apply, please contact us.