Customer Care & Returns
ONLINE GUARANTEE AND RETURNS
Marlow's offer a 14 day money back guarantee if you are not 100% satisfied with the product you receive. Once goods are returned in an as sold condition, this will be a full refund to the value of the goods purchased. This guarantee is valid when purchases are made online as per distant selling regulations. It does not apply to an item that has been specifically made to your order although nothing contained in this policy affect any of your statutory rights as a consumer for all goods purchased from us, online, over the phone or in store.
Please use the form Contact Us or call us on 0121 236 4415 to arrange your return or discuss a suitable replacement.
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Marlow's take great pride in offering a life time of servicing on all jewellery purchased from us. We understand that finger sizes change from time to time, hence we also offer free changes to the size of any ring bought from us so that you can wear it comfortably throughout. We also recommend that you do bring the jewellery back to us every so often to get things checked for wear and tear. We do also advice you to insure your heirlooms properly to protect against unforeseen circumstances.
As a responsible British business, we also understand the effect human error can have on emotional purchases such as ones linked to our business. Althoughour staff are highly trained and experienced, there can be lapses on rare occasions. We promise to rectify things as soon as an error is brought to our attention. An internal audit confirms that our customer service is second to none. Unhappy customers accounted for 0.2% of all sales (we measured about 15,000 over 3 years), and all of them had been corrected immediately and efficiently by the Company to the satisfaction of clients concerned, and we are striving to improve this statistic. We hope you enjoy time spent on this site or a visit to our store for a chat.