Frequently Asked Questions
- When will my order be processed?
Orders are processed from Monday to Friday. Once payment has been confirmed, orders are usually prepared within 1 to 3 business days and dispatched shortly afterwards. Please note that orders are not processed on weekends or public holidays.
- How long will delivery take?
After your order has been processed, delivery generally takes 7 to 12 business days, depending on your location within Australia or New Zealand. Please note that delivery times are estimates and may vary during busy periods or due to carrier delays.
- What are your return conditions?
We offer a 30-day return period from the date your order is delivered. For change-of-mind returns, items must be unused, unworn, in their original condition, with tags attached and in the original packaging.
Please note that gift cards, final sale items, and certain personal-use items may not be eligible for return for change-of-mind reasons. This does not affect any rights you may have under applicable consumer law if an item is faulty, damaged, incorrect, or otherwise not of acceptable quality.
- Who covers the return shipping cost?
For approved returns requested for personal reasons, such as a change of mind or ordering the wrong item, return shipping costs are the responsibility of the customer and will depend on the courier or postal service selected.
If your item is faulty, damaged, or incorrect, please contact our support team before returning it so we can review the matter and provide the appropriate solution.
- Do you offer exchanges?
We do not process direct exchanges. The simplest way to receive a different item is to request an approved return and place a new order separately.
- What if the item I would like is no longer available?
If the item you are looking for is no longer available, please contact our customer support team. We will be pleased to let you know whether it is expected to return or whether a suitable alternative may be available.
- Where can I find my order number?
Your order number can be found in the confirmation email sent after your purchase. If you are unable to locate it, our support team will be happy to assist you.
- What should I do if I receive a damaged, defective, or incorrect item?
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at support@marlowevale.com and include your order number together with clear photos of the issue. Our team will review the matter promptly and provide an appropriate solution.
- Can I return my order after the return period has ended?
If more than 30 days have passed since delivery, we may not be able to accept the return. However, if you believe there is an issue with the item, please contact us and we will review the matter in line with your rights under applicable consumer law.
- How long does it take to receive a refund?
Once your approved return has been received and inspected, refunds are typically processed within 10 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
- My order arrived in separate parcels. Is that normal?
Yes, in some cases, items may arrive in separate parcels due to shipping logistics or product availability. If your order has been split, the remaining item or items usually arrive shortly after the first delivery. If you believe something is missing, please contact our support team and we will be happy to assist you.
If you need any further assistance, please contact us here.