Refund policy

At Marlow & Claire, we want you to love every purchase. If something isn't quite right, this policy explains how returns, refunds, exchanges and cancellations work, and what happens if an item arrives damaged, faulty or incorrect.

This policy is in addition to your rights under the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in this policy limits those rights.

Important information

Return window: 30 days from the date you receive your order (change of mind).
Item condition: unused, unworn and in the original packaging.
How to start: email us at info@marlowandclaire.com before sending anything back.
Return shipping: paid by you for change-of-mind returns; free for damaged, faulty or incorrect items.
Refund timing: processed within 14 days to your original payment method, in NZD.

Change-of-mind returns

You have 30 days from the date you receive your order to request a change-of-mind return. To be eligible, items must be:

Unused and unworn, with any original tags still attached.
In their original packaging.
In the same condition in which you received them.

Items returned used, worn or damaged (where we did not cause the damage) may not qualify for a full change-of-mind refund.

How to start a return

Email us at info@marlowandclaire.com with your order number and the item(s) you want to return. We aim to reply within 24 hours with the return instructions and address. Please don't send items back before contacting us, as we can't process unannounced returns.

Return shipping costs

For a change-of-mind return, you pay the cost of sending the item back. We recommend a tracked service, as we can't take responsibility for change-of-mind returns lost in transit. If your item is damaged, faulty or incorrect, we cover the full cost of return shipping.

Refunds

Once we receive and inspect your return, we will let you know the outcome. Approved refunds are processed within 14 days to your original payment method. Your bank or payment provider may need a few extra days to show the refund in your account. All refunds are issued in NZD.

Exchanges

If you'd like a different size, colour or item, email us at info@marlowandclaire.com. We will arrange the exchange once your original item is returned in its original condition within the 30-day window. If the replacement isn't available, we will offer you an alternative or a full refund.

Cancellations

You can cancel your order for a full refund as long as it hasn't been processed for shipping yet. Orders placed before 3:00 PM NZT begin processing the same day, so please email us as soon as possible if you want to cancel. If your order has already shipped, you can return it once it arrives under this policy.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, or a product develops a fault, please email us at info@marlowandclaire.com as soon as you notice. Where possible, include photos of the item and packaging so we can help quickly.

We will provide a repair, free replacement or full refund, as appropriate under the Consumer Guarantees Act, and we cover all return shipping costs. Your rights for faulty goods under the Consumer Guarantees Act are not limited to the 30-day change-of-mind window.