Returns & Refunds
Should you wish to return an item purchased from Marlowe & Sage, you may do so within 30 days of delivery, for any reason. This page sets out the conditions, the process, who bears the cost and how promptly your refund is issued.
Conditions
Cosmetic and personal-care items may be returned within 30 days of delivery provided they are unused, unopened, and returned in their original packaging with any hygiene seal, pump lock or protective wrap fully intact; items that have been tested, applied or had a tamper-evident seal broken cannot be accepted back into stock for reasons of hygiene and product safety.
Returning an item
- Submit a return request to [email protected] with your order number and reason for return
- Receive a return authorisation confirmation and the designated return address from our support team
- Pack items securely in their original protective packaging with all seals intact, including any inner boxes or tamper-evident wraps
- Receive the refund within 3-10 business days after the returned item passes inspection at our fulfilment centre
Who pays return shipping
Where the item is faulty, damaged, or not what you ordered, we cover the cost of return, either with a prepaid label or a courier collection we arrange. Where you have simply changed your mind, return postage is your own expense; no further deduction is made.
Refund timing and method
Refunds are issued within 3 business days once the item has passed inspection. Orders paid by cash on delivery are refunded by bank transfer to an account you provide; orders paid by bank transfer are refunded to the same account. Your bank typically completes this within 1 to 5 business days.
What to expect in each situation
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | The correct item is dispatched and the incorrect one collected | None |
| Parcel lost | A replacement or full refund follows a courier trace | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | A full refund of the item's price | Return shipping only |
Exchanges
To exchange for a different size, variant or product, please follow the return steps and place a new order; we will refund the returned item as soon as it reaches us. Where the exchange results from our error, the replacement order ships at no charge.
Cancelling an order
An order may be cancelled free of charge at any point before it is dispatched. Please write to [email protected] with your order number. Once dispatched, the standard return process applies.
Questions about this policy
Write to [email protected] or telephone +44 117 424 6853 during Mon-Fri 09:30-18:45. Every enquiry receives a reply within one business day.
- Merchant
- Marlowe & Sage Ltd.
- Registered address
- 12 Gloucester Road, Bristol, BS7 8BN, United Kingdom
- [email protected]
- Phone
- +44 117 424 6853
- Working hours
- Mon-Fri 09:30-18:45
- Registration
- Company No. 13732701