Refund policy

REFUND & RETURNS POLICY Last updated: May 2026

1. Your Right to Cancel (EU Customers)

If you are based in the European Union, you have the legal right to cancel your order within 14 calendar days of receiving your item, without giving any reason. This is your statutory right under EU Consumer Rights Directive 2011/83/EU. To exercise this right, you must notify us clearly before the 14-day period expires.

2. How to Request a Return

To initiate a return, please contact us at support@marlowejewellery.com with the following information:

Your full name and order number
The item(s) you wish to return
The reason for your return (optional, but helpful for us)

We will respond within 2 business days with return instructions and a return address.

3. Return Conditions

To be eligible for a return, items must meet the following conditions:

Returned within 14 days of delivery (EU legal minimum; we honour up to 30 days as a goodwill gesture)
In original, unused condition, with original packaging where possible
Not damaged due to misuse or improper handling

For hygiene reasons, items that have been worn directly on intimate areas cannot be returned unless they are faulty or defective. This is consistent with EU hygiene exceptions under Article 16(e) of the Consumer Rights Directive.

4. Return Shipping Costs

If you are returning an item because you changed your mind (right of withdrawal), return shipping costs are at your expense. If the item is defective, damaged, or incorrectly sent, we will cover the return shipping cost in full.

5. Refunds

Once we receive and inspect your returned item, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note:

Original shipping costs are non-refundable (unless the return is due to our error)
Refunds may take additional time to appear depending on your bank or card provider

6. Defective or Incorrect Items

If you receive a product that is defective, damaged in transit, or different from what you ordered, please contact us within 48 hours of delivery at support@marlowejewellery.com. Include photos of the issue. We will send a replacement or issue a full refund, including any shipping costs, at no expense to you.

7. Warranty

All Marlowe products come with a minimum 2-year legal guarantee under EU consumer law (Directive 2019/771/EU), covering manufacturing defects and non-conformity with the product description.

In addition, Marlowe offers a Lifetime Colour Guarantee: if any piece tarnishes or loses its colour at any point, we will replace it free of charge — no time limit, no conditions, no questions asked.

This warranty does not cover damage caused by misuse, accidental damage, or normal wear and tear.

8. Non-Returnable Items

The following items cannot be returned or refunded: