Last updated: August 14, 2026
Below you will find answers to some of the most frequently asked questions about ordering from Marlovene.
How Long Does Delivery Take?
Orders are normally processed within 1–3 working days.
Once your order has been dispatched, delivery usually takes approximately 3–7 working days.
Please note that delivery times are estimates and may occasionally be affected by courier delays, customs inspections, busy promotional periods, UK bank holidays, incorrect delivery information or other circumstances outside our reasonable control.
Where Is My Order Dispatched From?
Some orders may be dispatched directly by our trusted suppliers and fulfilment partners.
Depending on the product, these suppliers may be located outside the United Kingdom, including in China.
Direct supplier fulfilment allows products to be sent directly to customers, helping us reduce unnecessary handling and streamline the delivery process.
If your order contains multiple products, they may occasionally be shipped separately and arrive in different parcels.
Do You Offer Free Delivery?
Yes. Marlovene offers free standard delivery throughout the United Kingdom, unless otherwise stated during checkout.
Will I Receive Tracking Information?
Where tracking is available, you will receive your tracking information by email once your order has been dispatched.
Please allow a short period for tracking information to become active after receiving your dispatch confirmation.
Can I Change My Delivery Address?
Please check your delivery information carefully before placing your order.
If you notice an error, contact us as soon as possible at:
We will make every reasonable effort to amend your delivery details. However, once an order has been processed or dispatched, it may no longer be possible to make changes.
Do You Accept Returns?
Yes. Marlovene offers a 30-day money-back guarantee on eligible purchases.
Please contact us within 30 calendar days of receiving your order if you would like to request a return.
Our voluntary 30-day guarantee is provided in addition to your statutory consumer rights.
For most eligible products purchased online, UK consumers also have a statutory right to notify us within 14 calendar days of receiving their order that they wish to cancel. After notifying us, the goods must normally be returned within a further 14 calendar days.
Certain products may be excluded from cancellation or return rights, including personalised products and certain unsealed hygiene-related products, where permitted by applicable law.
How Do I Request a Return?
To request a return, please email:
Please include:
- Your full name
- Your order number
- The email address used to place the order
- The product you wish to return
- The reason for the return
- Clear photographs or videos if the product is damaged, faulty or incorrect
Please contact us before sending any product back. We will review your request and provide the appropriate return instructions and return address.
Do not send a return to the address shown on the original parcel unless we specifically instruct you to do so.
Where Should I Send My Return?
The correct return address depends on the product and fulfilment partner.
In some cases, an approved return may need to be sent directly to our supplier or designated return facility. This facility may be located outside the United Kingdom, including in China.
We will provide the applicable return address and instructions after reviewing your return request.
Who Pays the Return Delivery Costs?
For change-of-mind returns, voluntary size or colour changes, and unwanted products, you will normally be responsible for arranging and paying the direct return delivery costs.
If the approved return address is outside the United Kingdom, you may also be responsible for international return postage. The applicable requirements will be explained in the return instructions.
Where a product is confirmed to be faulty, damaged, incorrectly supplied or not as described, Marlovene will cover reasonable return delivery costs or provide an appropriate return arrangement, subject to applicable law.
Nothing in this section limits your statutory consumer rights.
Do I Need to Use Tracked Delivery?
We strongly recommend using a tracked delivery service for any return you arrange yourself.
Please retain your postage receipt and tracking information until your return and refund have been completed.
For change-of-mind returns, we may withhold the refund until the returned product has been received or you provide satisfactory evidence that the product has been sent, where permitted by applicable law.
What Condition Must a Returned Product Be In?
For a full refund under our voluntary 30-day money-back guarantee, products should normally be returned:
- Unworn
- Unwashed
- Unused
- In their original condition
- With original labels, tags and packaging, where reasonably possible
You may inspect a product in the same way that you would reasonably inspect it in a physical shop.
If a product has lost value because it has been handled beyond what is reasonably necessary to inspect its nature, characteristics and functionality, we may make an appropriate deduction from the refund where permitted by law.
Products showing signs of wear, washing, perfume, stains, make-up, damage or alterations may not qualify for a full refund under our voluntary guarantee.
This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.
When Will I Receive My Refund?
Once your returned product has been received and approved, we will issue the refund to the original payment method.
Where you exercise your statutory right to cancel, refunds will be issued within the timeframe required by applicable UK consumer law.
After we issue your refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
Can My Refund Be Sent to Another Payment Method?
Refunds are normally issued only to the original payment method used for the order.
For security reasons, we cannot normally issue a refund to another card, bank account, payment provider or person.
What Should I Do If My Product Is Faulty, Damaged or Incorrect?
Please contact us as soon as possible at:
Please include:
- Your full name
- Your order number
- A clear description of the issue
- Clear photographs or videos of the product
- Photographs of the packaging and delivery label, where relevant
We will review the issue and provide an appropriate solution.
Depending on the circumstances and your statutory rights, this may include a repair, replacement, price reduction or refund.
What If My Tracking Shows "Delivered" but I Have Not Received My Parcel?
Please first check:
- With other members of your household
- With your neighbours
- Around your property or designated safe place
- With your local Royal Mail delivery office
- Directly with the delivery company
If you are still unable to locate your parcel, contact us at:
Please include your full name, order number and tracking number so that we can review the available delivery information.
Can I Cancel or Change My Order?
Please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will make every reasonable effort to cancel or amend it.
Once an order has been processed or dispatched, cancellation or changes may no longer be possible. However, you may still be able to return the product after delivery in accordance with our Returns and Refund Policy and your statutory rights.
What Payment Methods Do You Accept?
We accept the secure payment methods displayed during checkout.
Depending on availability, these may include:
- Credit or debit cards
- Apple Pay
- Google Pay
- Shop Pay
- PayPal
- Other payment methods displayed during checkout
Unless otherwise stated, prices on the Marlovene website are displayed in pounds sterling (GBP).
How Can I Contact Marlovene?
For questions concerning your order, delivery, returns, refunds, payments or products, please contact us at:
Marlovene
Email: support@marlovene.com
When contacting us, please include your full name, order number and a clear description of your enquiry so that our customer support team can assist you as efficiently as possible.