FAQs

FAQs – Marlow Vane

Frequently Asked Questions

Order & Delivery
What is the estimated delivery time? +
Our total delivery time is 7–15 business days. Orders are processed within 1–3 business days, followed by a transit time of 6–12 business days. Delivery times are estimates and may vary slightly depending on your location.
Do you ship internationally? +
No, we currently ship within the United Kingdom only.
How can I track my order? +
Once your order has been dispatched, you will receive a confirmation email containing your tracking number. You can use this to follow your parcel via our Track Your Order page. Please allow a short time for tracking information to appear after dispatch.
Do you offer free shipping? +
Yes, shipping is always free on all orders within the United Kingdom. No minimum spend required.
How long does order processing take? +
All orders are processed within 1–3 business days before being dispatched. Orders placed on weekends or public holidays will begin processing on the next working day.
Returns & Refunds
How long do I have to return my order? +
You have 30 days from the date of receiving your item to request a return. For full details, please refer to our Return & Refund Policy.
How do I start a return? +
To begin a return, please contact our customer service team via our Contact page. We will guide you through the process and provide all return instructions.

For full details, please refer to our Return & Refund Policy.
Can I cancel my order? +
You may cancel your order within 24 hours of placing it by contacting our customer service team through our Contact page. After this window, your order may already be in processing and we cannot guarantee cancellation.
When will I receive my refund? +
Once your return has been received and approved, your refund will be processed within 14 days and returned to your original payment method.

For full details, please refer to our Return & Refund Policy.
What if I receive a damaged or incorrect item? +
If your item arrives damaged or is not what you ordered, please contact us within 7 days of delivery through our Contact page. We will resolve the issue promptly at no cost to you.

For full details, please refer to our Return & Refund Policy.
Contact
How can I contact the customer service team? +
You can reach our customer service team using the details below:

Email: shopmarlowvane@gmail.com
Phone: +1 587 812 8169
During which hours is customer service available? +
Our customer service hours are:

Monday to Friday: 9:00 AM – 6:00 PM (MST)
Saturday and Sunday: Closed
What is your typical customer service response time? +
We aim to respond to all enquiries within 24 hours on business days.
Payments
What payment methods do you accept? +
We accept the following payment methods:

Visa
Mastercard
Maestro
Apple Pay
Google Pay
Shop Pay
PayPal
Is my payment secure? +
Yes. All payments are processed through secure SSL-encrypted connections. Your payment information is never stored on our servers.
In which currency are payments processed? +
All transactions are processed in British Pounds (GBP).