Shipping policy
Shipping Policy
At Marlow Brooks, we want your order to reach you as quickly and smoothly as possible. Below you'll find everything you need to know about processing, delivery and tracking.
Processing Time
All orders are processed within 1–2 business days (Monday to Friday, excluding public holidays). Orders placed after 3pm, or over a weekend or holiday, are processed on the next business day.
Once your order has been processed, it is handed to our carrier as soon as possible.
Delivery Time
Estimated delivery is 5–10 business days from dispatch, depending on your location.
Total time from order to doorstep is therefore typically 6–12 business days. Delivery times may be longer during sale periods, public holidays and other high-demand moments.
Delivery Costs
Free delivery on every order. No minimum spend, no hidden fees at checkout.
Order Tracking
You'll receive an order confirmation email as soon as your purchase is complete. Within 1–3 business days of dispatch, you'll receive a second email containing your tracking number.
Please note that tracking information can take up to 48 hours to become active after you receive it. If your tracking link still shows no movement after that, contact us and we'll look into it for you.
If you can't find either email, please check your spam or promotions folder before getting in touch.
Changes and Cancellations
If you need to change or cancel your order, contact us as soon as possible — ideally within 12 hours of placing it. Once an order has entered processing we may no longer be able to stop it, but we'll always do our best.
This does not affect your statutory right to cancel your order under the Consumer Contracts Regulations. See our Returns Policy for full details.
Incorrect Addresses
Please double-check your delivery address at checkout. We ship to the address provided at the time of purchase and cannot be held responsible for orders delivered to an incorrect or incomplete address supplied by the customer.
If you spot a mistake, contact us immediately — if your order hasn't shipped yet, we can usually correct it.
Delays
We do everything we can to get your order to you on time, but delays can occasionally occur for reasons outside our control, including customs clearance, severe weather and carrier disruption. Estimated delivery times are therefore indicative rather than guaranteed.
If your order is significantly delayed, please get in touch and we'll chase it up with the carrier on your behalf.
Missing or Undelivered Packages
If your tracking shows your parcel as delivered but you haven't received it, please:
- Check with anyone else at your address, and look in any safe places or with neighbours.
- Wait 24 hours — parcels are occasionally scanned as delivered slightly early.
- Contact us if it still hasn't turned up.
We'll open an investigation with the carrier and work with you to resolve it. Please report any missing parcel to us within 14 days of the delivery date so we can raise a claim in time.
Questions
Any questions about your delivery? Email us at support@marlowbrooks.com and we'll get back to you within 1–2 business days.
Last updated: [August 19]