Return & Refund Policy
You have 30 days from the day you receive your item to request a return under our store policy. This is in addition to your statutory rights as a UK consumer (see "Your Legal Right to Cancel" below).
To qualify for a return under our store policy, your item must be in the same condition in which it arrived — unworn or unused, with all tags still attached, and in its original packaging. You'll also need your receipt or proof of purchase.
To begin a return, get in touch with us at info@marlowgraceboutique.com. If we accept your return, we'll send you a return address along with instructions on how and where to ship your package. Anything sent back to us without a return being requested first will not be accepted.
You're always welcome to reach out with any return questions at [your email address].
Your Legal Right to Cancel (UK Consumers)
If you are a consumer in the UK, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving your goods, for any reason and without giving one. This statutory right is separate from, and in addition to, our 30-day store policy above.
To use this right, simply tell us within those 14 days that you wish to cancel — you can email us at info@marlowgraceboutique.com. After cancelling, you must return the goods to us within 14 days. We will refund the full price of the goods, along with the standard delivery cost you originally paid (if any), within 14 days of receiving the goods back or of receiving proof that you've sent them. You are responsible for the cost of returning the goods unless they are faulty or not as described, and you may handle the goods only as you would in a shop — items that have been used or handled beyond this may have their refund reduced.
Some items are excluded from this cancellation right by law — for example, sealed goods that aren't suitable for return for health or hygiene reasons once unsealed, or items made or personalised to your specification.
Faulty, Damaged, or Incorrect Items
Please check your order as soon as it arrives, and let us know right away if anything is defective or damaged, or if you've received the wrong item, so we can look into it and put things right.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item is faulty, damaged, or not as described, you are entitled to a remedy (such as a repair, replacement, or refund), and we will cover the cost of return shipping in these cases. Please contact our support team within 30 days of delivery to report the issue.
Eligibility for Returns (Store Policy)
To be eligible for a return under our store policy, items must be unused and unworn, returned in their original packaging with all tags attached, and accompanied by proof of purchase. Any signs of use, wear, or damage may mean the return is rejected. (This does not limit your legal rights for faulty goods or your right to cancel above.)
Return Shipping
For returns made under our store policy (rather than for a faulty item or under your legal right to cancel), you are responsible for the cost of return shipping. All items must be returned to our warehouse.
A few things to keep in mind:
- Delays caused by carriers or outside processing are beyond our control.
- For bundled purchases, every item in the set must be returned together. Individual items from a bundle cannot be returned on their own.
- If your order arrives damaged, defective, or in the wrong colour or variant, we'll cover the return shipping cost — just contact our support team within 30 days of delivery to report it.
If you have any questions about returns, feel free to contact us at info@marlowgraceboutique.com.
Exchanges
We offer direct exchanges on eligible items. To request one, email us at info@marlowgraceboutique.com and include the reason for your request. The shipping responsibilities for exchanges are the same as those described in the Return Shipping section above.
Refunds
Once we've received and inspected your return, we'll let you know whether your refund has been approved. If it is, you'll be refunded automatically to your original payment method. Refunds for store-policy returns are processed within 10 business days of approval, and refunds under your legal right to cancel are processed within the statutory timeframe described above. Keep in mind that your bank or card provider may also need some time to process and post the refund.
If more than 15 business days have passed since we approved your return and you still haven't seen it, please contact us at info@marlowgraceboutique.com.
Contact Information
Store name: Marlow & Grace Boutique owned and operated by ECOMZONI
Company name: ECOMZONI
Company address: Kapellensteenweg 288, 2920 Kalmthout, Belgium.
Company number: 1020505722
Phone: +32478158129
Email: info@marlowgraceboutique.com
Hours: Monday to Friday: 09:00 – 17:00 GMT
Weekends: 11:00 – 16:00 GMT
We aim to respond to your inquiries within 24 hours.