Terms of service

Article 1 – Definitions

We, us, our: Profound Evergreen Solutions LLC, trading as Marlow & Claire.
You, customer: the person buying products from our store for personal use.
Contract: the agreement between you and us when you place an order on our website.
Business day: Monday to Friday, excluding weekends and New Zealand public holidays.

Article 2 – Who we are

The products on this store are sold by Profound Evergreen Solutions LLC, trading as Marlow & Claire, 16192 Coastal Highway, Lewes, Delaware 19958, United States, company registration number 30-1409428. We are an overseas-based online store selling to customers in New Zealand. Our contact details are in the Contact section below.

Article 3 – Scope and your consumer rights

These terms apply to every order placed on our store. They are intended for customers in New Zealand and operate alongside your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in these terms excludes, limits or changes any right you have under those Acts.

Article 4 – Products and prices

We describe our products, images and sizing as accurately as we reasonably can. Colours may look slightly different depending on your screen. All prices are shown in New Zealand Dollars (NZD), and the price shown when you place your order is the price you pay. If we make an obvious pricing or description error, we will contact you and you can choose to cancel for a full refund.

Article 5 – Placing an order

The contract is formed when you place an order and we confirm it by email. Until we have confirmed your order, you can cancel it. We use secure, encrypted payment providers to process your payment.

Article 6 – Returns and change of mind

You can return items for a change of mind within 30 days of receiving your order, as set out in our Refund Policy. Items must be unused, unworn and in their original packaging, and you pay the return shipping for change-of-mind returns. Please email us before returning anything.

Article 7 – Refunds

Approved refunds are processed within 14 days of receiving your return, to the payment method you used. We don't charge any fees for refunds.

Article 8 – Consumer guarantees and faulty goods

Under the Consumer Guarantees Act, products must be of acceptable quality, fit for purpose and match their description. If a product is faulty or doesn't meet these guarantees, you are entitled to a remedy, which may be a repair, replacement or refund depending on the problem. We cover the return shipping for faulty, damaged or incorrect items. Please email us so we can sort it out.

Article 9 – Delivery

Order cutoff: Orders placed before 3:00 PM NZT (New Zealand time) begin processing the same day.
Processing time: 1 to 2 business days (Monday to Friday, excluding weekends and public holidays).
Delivery time: 5 to 10 business days in total (Monday to Friday, excluding weekends and public holidays).
Shipping cost: Free delivery on all orders within New Zealand.

Delivery times are estimates given in good faith. Products are delivered to the address you provide at checkout.

Article 10 – Complaints

If you have a complaint, please email us with a clear description of the problem. We aim to respond within 24 hours. If a complaint needs more time to resolve, we will confirm we've received it and tell you when to expect a full response.

Article 11 – Disputes

We will always try to resolve any issue directly and fairly with you. This does not affect your right to contact the Commerce Commission (comcom.govt.nz) for information about your consumer rights, or to take a claim to the Disputes Tribunal of New Zealand.

Contact

For any question about these terms, an order, a return or a complaint, email us at info@marlowandclaire.com. We aim to respond within 24 hours.