RETURNS AND EXCHANGES

ONLINE RETURNS

We hope you love your new Marlow purchase, but we understand if you're not 100% happy with your purchase.  We offer returns on full-priced products only, purchased online at marlowstore.com, subject to the following conditions:  

  • You return your items within 14 days in the original condition from the date you received your order. 
  • Products must be returned unworn, unwashed, in their original condition and with all tags attached.

We will not accept returns if they have any of the following:

  • Garments that have been worn, damaged, altered or washed will not be accepted.
  • Makeup or deodorant marks
  • Any strong odours or smells
  • Swing tags removed or packaging is missing

Full priced items that are eligible for return under our returns policy can either be exchanged, refunded to the original payment method (less a $10 restocking fee) or issued an online credit for the full amount. Please note, we do not cover return postage costs.

Stockists

We cannot except returns from items purchased from a Marlow stockist, these need to be returned directly to the stockist.

Sale Items

Our returns policy excludes items purchased on sale, these items are final and cannot be returned or exchanged.

Promotional Discounts

Items purchased with a promotional discount of 15% or more are eligible for an exchange or online credit only.

HOW TO RETURN A FULL-PRICED ITEM

  • Ensure your goods meet our return criteria.
  • Complete and enclose the returns form that was sent with your order in a courier bag with your goods (we encourage you to reuse the courier bag).
  • Courier your parcel back to the address given on the returns form (we recommend using a tracked service and cannot accept responsibility for packages that are lost).
  • You can find your local NZ Post here. Alternatively, you are welcome to drop your parcel into your nearest Marlow store and the team can assist you with your return, see our store locations here.
  • Once your return or exchange has been processed, you will receive an email notifying you that this has been actioned. Please allow 1-3 working days. Please note, a $10 restocking fee applies to refunds. Alternatively, you may choose an online credit for the full item amount.

If you are missing a returns form from your order - please email online@marlownz.com.

INTERNATIONAL RETURNS

For International orders, we offer returns for a refund or online credit. If you would like a different size or colour in the same style, we suggest that you immediately repurchase the same style online in the correct colour or size, to ensure it does not sell out.  Then the returned item from your original purchase will be processed and a refund or online credit will be issued. Any taxes or duties incurred are the buyer's responsibility, Marlow does not take responsibility for these charges. We recommend using a registered and trackable method of return shipment and note we do not accept liability for lost returns.

ONLINE REFUNDS

We offer refunds on full-priced items only and the refund will be for the full amount of the item(s) less a $10 restocking fee. Refunds will processed onto the original form of payment. Depending on your bank or provider, refunds may take 5 -10 business days to appear in your account. We do not refund shipping costs.

ONLINE EXCHANGES

We are happy to exchange your item for a different colour or size in the same style or for another item to the same value. This will be subject to availability at the time. Follow the above returns method and let our customer service team know what you are wanting to exchange. We will courier the item back to you. Purchases that have previously been exchanged are not eligible for a refund or credit note or another exchange.  We do not offer exchanges on sale items.

FAULTY PRODUCTS

At Marlow, we are committed to sustainability and creating garments that stand the test of time. To ensure all returns are handled fairly and responsibly, we have implemented the following process for faulty items:

Returning the Item for Assessment: Customers must return the item(s) to our head office for inspection within 3 months from purchase. During this process, our garment technician will:

  • Conduct a thorough review of the item(s) and perform necessary tests.
  • Confirm that the washing instructions have been followed.
  • Verify that the garment measures according to our specification sheet.
  • Assess for user error versus wear and tear.

Once the garment has been inspected, Marlow will determine the appropriate resolution based on the following criteria:

Repair: If the item is deemed faulty and repairable, we will repair the item and provide an estimated timeframe for completion.

Replacement: If the item is deemed irreparable, we will replace it with another of the same style or a similar item, subject to availability.

Refund: If we cannot repair or replace the item, we will issue a refund for the cost of the item.

*Shrinkage: It is essential that all garments are washed and cared for as per the care label to prevent shrinkage. Shrinkage is considered user error not a manufacturing fault.

Important Notes

Marlow reserves the right to reject claims where it is determined that the fault was caused by user error, improper care, or general wear and tear. Garments that are not returned for inspection cannot be assessed, and no resolution can be offered until the item(s) are physically received.

Claims must be submitted within a 3-month timeframe from purchase, and proof of purchase is required for all returns.

This process reflects our dedication to sustainability, as we prioritise repairing and extending the life of our garments before offering replacements or refunds.

For any questions or to arrange a return, please contact our customer service team at online@marlownz.com.

CANCELLATIONS

If you change your mind and would like to cancel your order, please contact our Customer Service team as soon as possible. Please note that orders that have already been shipped cannot be cancelled.

RETURNS IN STORE

Any purchase made in-store is not eligible for a refund, however, if in original condition and returned within 14 days we are happy to offer an exchange or Marlow store credit. This applies to all purchases made with any of our retail store locations, including over-the-phone purchases. 

EXCHANGES IN STORE

Exchanges can be made once within 14 days of purchase.  If we are unable to offer and exchange, a credit note will be provided. We do not offer refunds on goods purchased in store. Credit notes are valid for 12 months from the date of issue. Sale goods are final and are not eligible for a return or exchange. Purchases that have previously been exchanged are not eligible for a refund or credit note or another exchange.

CONTACT US

If you have any questions about your order or a concern, query or complaint relating to our Returns Policy or Process, please contact us with your order number:

Email: online@marlownz.com