Refund policy
RETURNS & REFUNDS POLICY
30-Day Return Policy
We offer a 30-day return period from the date you receive your order.
To request a return, please contact us at contact.marloweandjames@gmail.com.
Please contact us before sending any item back. Returns sent without contacting us first may not be processed correctly.
Returned items must be:
- Unused, other than what is reasonably necessary to inspect or try on the item
- In their original condition, with all tags attached
- Returned with their original packaging where reasonably possible
This policy does not affect your statutory rights under New Zealand consumer law, including the Consumer Guarantees Act 1993.
Change-of-Mind, Fit and Size Returns
If you wish to return an item because you have changed your mind, it does not fit as expected, you selected the wrong size, or you no longer wish to keep it, you may request a return within the 30-day period. For these returns, the customer is responsible for the direct cost of returning the item. We do not provide prepaid return labels for change-of-mind, fit or size returns. Please contact us before returning your item so that we can give you the return instructions and return address.
Faulty, Damaged, Wrong or Not-As-Described Items
If your item arrived damaged or faulty, is materially different from its description, or is not the product you ordered, please contact us as soon as possible at contact.marloweandjames@gmail.com. Please include your order number and, where reasonably requested, photographs showing the issue.
Where goods do not meet the guarantees in the Consumer Guarantees Act 1993 (acceptable quality, fit for purpose, match the description), you are entitled to a repair, replacement or refund, and Marlowe & James will bear the reasonable cost of returning qualifying goods. Each claim is reviewed based on the product ordered, the product information shown at the time of purchase and the evidence available.
Nothing in this policy limits or excludes any statutory right that cannot lawfully be limited or excluded.
Refunds
Once a return has been received, we will inspect it and tell you the outcome. Where a refund is due, it is issued to the original payment method, generally within 5-10 business days. Your bank or payment provider may take a few extra days to show it.
Return Shipping
For change-of-mind, fit or size returns, you pay the direct return shipping cost. We recommend a tracked service and keeping proof of postage until your return is resolved. For qualifying faulty, damaged, wrong or not-as-described goods, we cover the return cost. Please do not return an item to the business contact address unless we instruct you to do so.
Partial Refunds Without Return
In some cases we may offer a partial refund and let you keep the item. Any such offer is optional and you are free to decline it and use your return or statutory rights.
Exchanges
Where appropriate, exchanges are available, subject to stock. Please contact us before requesting one.
Contact
Email: contact.marloweandjames@gmail.com
Business address: 64 Rue de l'Egalite, 92130 Issy-les-Moulineaux, France (not the return address; always contact us first).