Refund Policy

At Marlowe Vale Jewellery, we want you to feel confident when shopping with us. This Refund Policy applies to orders placed by customers in Australia and New Zealand.

We offer a 30-day return period from the date your item is delivered. This means you have 30 days after receiving your order to request a return.

To be eligible for a return for change-of-mind reasons, your item must be unused, unworn, in its original condition, with tags attached, and in its original packaging. You will also need your receipt or other proof of purchase.

Your Consumer Rights

Nothing in this Refund Policy excludes, limits, or overrides any rights you may have under applicable consumer law in Australia or New Zealand, including rights relating to faulty, damaged, incorrect, or unsafe goods.

If your item has a problem that does not comply with applicable consumer guarantees, you may be entitled to a repair, replacement, refund, or other remedy as required by law.

How to Start a Return

To request a return, please contact us first at support@marlowevale.com. Returns must be requested and approved before any item is sent back.

If your return request is approved, we will provide return instructions and the correct return address. Items sent back without prior authorisation may not be accepted.

Change-of-Mind Returns

If you would like to return an item for personal reasons, including a change of mind, ordering the wrong item, or no longer wanting the product, you may request a return within 30 days of delivery, provided the item meets the return conditions above.

For approved change-of-mind returns, the customer is responsible for the return shipping costs. The cost will depend on the courier or postal service selected by the customer.

Damaged, Defective, Incorrect, or Unsafe Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, incorrect, or appears unsafe, please contact us promptly at support@marlowevale.com with your order number, a description of the issue, and clear photos where possible.

If the problem is confirmed, we will provide an appropriate remedy in line with applicable law. Depending on the circumstances, this may include a repair, replacement, refund, or another suitable solution.

If the return is due to our error, or because the item is faulty, damaged, incorrect, or unsafe, we will not require you to bear the reasonable return shipping cost for that issue where applicable.

Non-Returnable Items

The following items are not eligible for return for change-of-mind reasons:

• gift cards
• final sale or clearance items
• personal-use items where return is not suitable for hygiene reasons, if applicable

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.

Exchanges

We do not process direct exchanges. The quickest way to receive a different item is to request an approved return for the original item and place a new order separately.

Refunds

Once we receive and inspect your approved return, we will let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank, card issuer, or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@marlowevale.com.

Order Cancellations

Orders may be cancelled within 24 hours of being placed, provided they have not already been processed or dispatched.

To request a cancellation, please contact us as soon as possible at support@marlowevale.com and include your order number, full name, and contact details.

If the cancellation request is received within 24 hours and the order has not yet been processed, the order will be cancelled and any approved refund will be issued to the original payment method within 10 to 12 business days.

If the cancellation request is made after 24 hours, we cannot guarantee that the cancellation can be accepted. If the order has already been processed or dispatched, it can no longer be cancelled and will need to follow the standard return process after delivery, where eligible.

Any promotional discounts or special offers applied to the original order may no longer apply in the event of a cancellation or return.

Refused Deliveries

If a customer refuses delivery without prior approval from our support team, we reserve the right to deduct any reasonable return-to-sender costs, handling costs, or other non-recoverable logistics charges from the refund, where permitted by applicable law.

Contact

Email: support@marlowevale.com

Business Address:
Marlowe Vale Jewellery, a brand operated by
FASHION PRIME LLC
8206 Louisiana Blvd NE Ste A 3723 4
Albuquerque, NM 87113
United States