Return Policy
Returns & Refund Policy
Last updated: 8 September 2026
At Marlow & May, we want every customer to feel happy and confident with their order. If something is not quite right, please contact us first so we can review your situation and help find the best possible solution.
This policy applies to purchases made through Marlow & May and does not limit any rights you may have under the Australian Consumer Law.
1. How We Work
Marlow & May works with a direct-from-supplier fulfilment model. To reduce unnecessary overproduction, storage waste and excess handling, we do not hold large quantities of stock in one central warehouse.
Some items are shipped directly from our trusted fulfilment partners, including partners based overseas. Because of this, approved returns may need to be sent to the return address provided by our fulfilment partner.
Please do not send any item back before contacting us and receiving return instructions.
2. Return Request Timeframe
You may request a return within 14 days of receiving your order by emailing us at:
Please include:
- Your order number
- The item you would like to return
- A brief reason for your return request
- Clear photos if the item is damaged, faulty, incorrect or not as described
A return can only be requested after the item has been physically delivered to you.
Once your request has been reviewed, we will provide the correct return instructions if your return is approved.
3. Change-of-Mind Returns
For change-of-mind returns, items must be:
- Unused, unworn and unwashed
- In their original condition
- Free from marks, odours, perfume, makeup, deodorant or damage
- Returned with all original tags, labels and packaging where possible
Trying an item on is allowed. Wearing the item for use is not.
We may decline a change-of-mind return if the item does not meet these conditions.
4. Sale Items
Sale, discounted or promotional items are generally not eligible for change-of-mind returns unless clearly stated otherwise.
This does not affect your rights under the Australian Consumer Law. If a sale item is faulty, incorrect, unsafe or not as described, please contact us so we can review the issue and provide an appropriate solution.
5. Hygiene-Sensitive Items
For hygiene reasons, certain items cannot be returned for change of mind once opened, tried on or used. This may include items such as underwear, swimwear, earrings, hair accessories or similar hygiene-sensitive products.
This does not affect your rights under the Australian Consumer Law if the item is faulty, incorrect or not as described.
6. Return Shipping Costs
For change-of-mind returns, the customer is responsible for return shipping costs, including any international shipping costs, tracking fees or customs-related charges.
Approved returns may need to be sent to our fulfilment partner's return address, which may be located outside Australia.
We strongly recommend using a tracked shipping method. Marlow & May cannot process a returned item that is lost in transit and cannot be verified as delivered to the correct return address.
7. Faulty, Damaged, Incorrect or Not as Described Items
If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at:
Please include your order number, a short description of the issue and clear photos where possible.
Once we have reviewed the information, we will offer a suitable solution. Depending on the situation, this may include a replacement, repair, partial refund, full refund or another appropriate remedy in line with the Australian Consumer Law.
If a return is required for an item that is confirmed to be faulty, incorrect or not as described, we will provide further instructions and review reasonable return shipping costs where applicable.
8. Friendly Alternative Solutions
Because international returns can be expensive and time-consuming, we may offer a customer-friendly alternative solution where appropriate.
This may include a replacement item, a store credit, a discount on a future order or a partial refund, depending on the situation.
Any alternative solution will always be discussed and agreed with you by email first.
9. Refunds
For approved change-of-mind returns, refunds are processed only after the returned item has been received at the correct return address and inspected.
Once approved, the refund will be issued to your original payment method within 14 business days. Please note that your bank or payment provider may take additional time to make the funds available.
Original shipping costs are not refunded for change-of-mind returns.
This does not affect your rights under the Australian Consumer Law where a refund or other remedy is required.
10. Exchanges
We do not guarantee direct exchanges because stock availability can change quickly.
If you ordered the wrong size or colour, please contact us. Where possible, we may offer a replacement option, store credit or another suitable solution.
11. Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at:
We can only cancel an order if it has not yet been processed or dispatched.
Once an order has entered processing or has already been dispatched, it can no longer be cancelled. In that case, you may need to wait until the order has been delivered and then contact us about a return request.
12. Delivery Issues and Delivered Parcels
If tracking shows that your parcel has been delivered, please first check your mailbox, safe place, apartment reception, neighbours or local Post Office.
If you still cannot locate your parcel, contact us at:
Please include your order number and tracking number so we can help review the situation.
If an incorrect or incomplete delivery address was entered at checkout, the customer is responsible for contacting us as quickly as possible. Address errors must be reported within 24 hours of placing the order.
13. Contact Us First
If you have any issue with your order, please contact us first before opening a payment dispute.
Our support team will review your order and help you with the next steps. Opening a payment dispute before contacting us may slow down the resolution process.
You can contact us at: