Refund policy

Returns & Refunds Policy

Last updated: 4 October 2026

We want you to be happy with what you ordered. If it isn't right, here's exactly how returns work.

14 days to change your mind
You can cancel your order and return any item within 14 days of the day you receive it, for any reason. You don't have to explain why.

We cover the return postage
Returns are free. Email us first and we'll send you the return address and arrange the postage, so you don't pay anything to send it back.

How to start a return
1. Email marlowsupplysupport@gmail.com within 14 days of delivery with your order number and the item(s) you'd like to return.
2. We'll reply, usually within a day, with the return address and postage details.
3. Pack the item securely, ideally in its original packaging, and send it within 14 days of telling us you want to return it.

Please don't send items back without contacting us first. Returns sent to an address we haven't given you can't be tracked or processed.

Condition of returned items
You're welcome to try a strap on your watch to check the fit and look, the same way you would in a shop. Please don't wear it out and about, get it wet or adjust it beyond trying it on. If an item comes back used, damaged or marked beyond what's needed to check it, we may reduce your refund to reflect the loss in value.

Your refund
Once we've received your return, we'll refund you within 14 days, including the original standard delivery charge if you're returning your whole order. Refunds go back to your original payment method. Depending on your bank, it can take a few extra working days to show on your statement.

Wrong size? We'll swap it
If you ordered the wrong width, email us within 14 days of delivery and we'll swap it for the right one at no extra cost, subject to availability. Not sure of your width? Check our size guide before ordering.

Faulty, damaged or wrong items
If something arrives faulty, damaged or isn't what you ordered, email us within 30 days of delivery with your order number and a photo. We'll replace it or give you a full refund, and we cover all postage. This doesn't affect your statutory rights under the Consumer Rights Act 2015.

Exceptions
- Discount codes and free gifts can't be exchanged for cash.
- Items returned more than 14 days after you told us you wanted to return them may not be accepted.

Questions
Email marlowsupplysupport@gmail.com and a real person will get back to you, usually within a day.