Returns & Cancellation Policy
I Returns Policy
Returns & Exchange Policy
At The Marlow Hamper Company, we hope you are delighted with your purchase. However, if you change your mind and wish to return an item, we are here to assist and ensure the process is as smooth as possible for you.
If you are unhappy with your unused purchase please contact us in writing to info@themarlowhampercompany.co.uk within 3 days, giving details of the problem. We will require you to return the item undamaged and in all its original packaging, so please do not dispose of these until we have contacted you. Refunds will be by the original method of payment with delivery charges deducted.
All items must be returned with all parts intact, in an unused and resalable condition, and with the original packaging and labels attached.
To receive a refund, the customer must have and produce the proof of purchase in the form of the confirmation of payment email.
To return or exchange an item:
Please contact us via the contact page on our website : https://www.themarlowhampercompany.co.uk/contact-us; or send us an email to: info@themarlowhampercompany.co.uk, including the proof of purchase/confirmation email.
We will email you with a returns form and returns number, which you should print and enclose in the returned package.
Send the package in its original wrapping addressed to ‘The Marlow Hamper Company’ with the address: Wooburn Industrial Estate, Unit 21 Thomas Rd, Wooburn Green, Buckinghamshire, HP10 OPE.
Once we receive your returned product, we will notify you via email. This email will also inform you whether your exchange or refund has been approved.
Depending on the specific circumstances, we will either send you a replacement product or issue a refund. Refunds will be credited to your original method of payment and may take up to 14 working days to process. Exchanges may take up to 7 working days to process.
If you have not received your refund yet, please follow these steps:
Check your bank account again.
Contact your credit card company, as it may take some time before your refund is officially posted.
Contact your bank, as there is often processing time before a refund is posted.
If you have completed these steps and still have not received your refund, please contact us at info@themarlowhampercompany.co.uk.
Please note:
We do not refund shipping or delivery charges.
You may be asked to provide proof and reasons for your return or exchange request, including photographs of the item. Please keep a copy of your proof of posting or send the item by recorded delivery.
For items valued over £50, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
In certain situations, only partial refunds may be granted:
Items with obvious signs of use.
Items that have been opened.
Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
Any item returned more than 30 days after purchase in-store or delivery if ordered online.
All products purchased with a credit/debit card will be refunded to the same card. No cash alternative will be provided.
II Cancellation Policy
If you have changed your mind and wish to cancel an online order you may do so within a limited period by emailing us at info@themarlowhampercompany.co.uk with your order number and contact details.
Time limits for automatic cancelling:
For all standard deliveries and named day deliveries – please notify us at the latest 24 hours after you confirmed your order.
For next working day deliveries, please cancel before midday on the day of your order.
To cancel the order the customer must have and provide the online order confirmation e-mail/proof of payment.
We will notify you by email of the approval of the cancellation providing it complies with terms as stated.
If you are receiving a refund a credit will automatically be applied to your credit card or original method of payment.
Refunds may take up to 14 working days to clear.