FAQ
What is your delivery time?
We dispatch every order within 1 to 2 working days, and most orders arrive within 5 to 10 working days after dispatch. Each product page shows the most accurate estimate for that item.
Can I track my order?
Yes. As soon as your order ships, you receive an email with a tracking link so you can follow your parcel door to door. Not received it? Check your spam folder or email us at marlowgoodsuk@gmail.com.
Can I cancel my order?
Yes, free of charge at any time before your order has been dispatched. Email us at marlowgoodsuk@gmail.com as soon as possible and we will cancel and refund in full.
I have not received a confirmation email. What should I do?
First check your spam or promotions folder. Still nothing after an hour? Email us at marlowgoodsuk@gmail.com and we will check your order and resend the confirmation straight away.
My order has not arrived yet. What now?
If your order is outside the estimated delivery window, or your tracking has not updated for more than 5 working days, email us and we will chase it up. If a parcel is confirmed lost in transit, you choose: a free replacement or a full refund.
What is your return policy?
You have 30 days from the day you receive your order to request a return. Items should be unused and in their original condition and packaging. Email us first at marlowgoodsuk@gmail.com and we will send you the return instructions and address.
My item arrived damaged or faulty. What should I do?
Email us within 48 hours of delivery with a photo of the issue. We will send you a free replacement or a full refund. In most cases you do not even need to return the item.
When will I receive my refund?
Once we receive and inspect your return, we confirm your refund by email. It is issued to your original payment method within 14 days, though usually much faster, around 3 to 5 working days.
Do I have to pay for return postage?
Return postage is paid by the customer, unless your item arrived damaged, faulty or incorrect. In that case we cover it, of course.
Which payment methods do you accept?
We accept all major debit and credit cards, plus popular wallets such as Apple Pay, Google Pay and PayPal. All payments are processed securely at checkout.
Is my payment information secure?
Yes. Our checkout runs on Shopify's certified payment platform and your details are protected with 256-bit encryption. We never see or store your full card details.
How can I reach customer service?
Email us at marlowgoodsuk@gmail.com or use the contact form on our contact page. We are available Monday to Friday, 9:00 to 17:00 (UK time), and we answer every message within 1 working day.