Jewellery Superstores at Birmingham. Up to 70% off high street prices* T&C
Please check all goods on receipt. Make sure you have received the correct product as there can be human errors. Please also ensure that you are satisfied with the product and quality of the workmanship. We intend for you to enjoy your jewellery for a lifetime and pass it on to future generations.
Distance selling Provided goods are returned as sold within 30 days of receipt, we can exchange any goods, or send replacements. We provide the option of a full refund, again within 30 days, if the goods are deemed 'faulty', or different from those ordered. The 30-day refund period may be extended if prior consent is obtained from J.E.Marlow Sons Limited.
Please email hello@marlows-diamonds.co.uk or call 0121-236-4415 for assistance with refund options. Any bank, postage or financial institution charges will be the responsibility of the buyer.
We will deal with any complaints in a fair, confidential, effective way that is available online and easy to use, should you have any complaints please contact us on 0121-236-4415 or email on
Marlow's Diamonds serves customers worldwide. This policy explains our production and delivery process, international customs and duties, returns, exchanges and refunds. Nothing in this policy affects mandatory consumer rights applicable to you that cannot lawfully be excluded.
Many of our pieces are individually made, set, finished, resized or prepared for each customer. Please allow up to 4 weeks for your product to be completed and ready for dispatch, unless a different timeframe is stated on the product page or agreed with you. This is the production time, not the delivery time. Bespoke or particularly complex jewellery may take longer. Where this applies, we will advise you. If you require your jewellery for a proposal, wedding, anniversary or another particular date, please contact us before ordering.
Marlow's Diamonds delivers to selected destinations worldwide. Orders are securely packaged and sent using appropriate delivery services according to the destination and value of the shipment. Where applicable, your order will be insured while in transit in accordance with our delivery arrangements. Delivery availability, charges and estimated delivery times will be displayed at checkout or confirmed before dispatch where applicable.
Once production is complete, delivery time depends on your destination and chosen delivery service. International orders may be delayed by customs clearance or local procedures outside our control. Delivery dates are estimates unless expressly agreed otherwise.
Where available, tracking information will be provided once your order has been dispatched. High-value deliveries may require a signature, identification or other secure proof of delivery. For security reasons, packaging will, where reasonably possible, be discreet and will not unnecessarily identify its contents as jewellery. Please do not authorise a valuable jewellery shipment to be left unattended or in an unsecured location.
Please provide a complete and accurate delivery address. High-value orders or deliveries to an address different from the billing address may be subject to additional security checks. If you need to change your delivery address after ordering, contact us immediately. We cannot guarantee that an address can be changed once processing or dispatch has begun.
International orders may be subject to local VAT, GST, sales tax, import duty, customs charges, brokerage fees or other destination-country charges. Where taxes or duties are included or collected by us during checkout, this will be indicated where reasonably possible. Where they are not expressly included, you are responsible for charges imposed by your local authorities, customs office, courier or other relevant body. These charges are outside our control.
We are required to accurately declare the description and value of international shipments. We cannot undervalue an order or incorrectly declare a commercial order as a gift to reduce customs charges. International shipments may be inspected or delayed by customs. Customers may be required to provide information or documentation to facilitate clearance.
If your tracking shows an unexpected delay or your order has not arrived when expected, please contact us so that we can investigate. Please contact Marlow's Diamonds before requesting that a courier redirect a high-value shipment, as changes may affect security or insurance arrangements.
9. 30-Day Returns
Unless an exclusion below applies, eligible online purchases may be returned within 30 days of receiving your order.
To qualify under our 30-day returns policy, the item must be:
Please contact us before returning jewellery so that we can provide return instructions.
Unless faulty or applicable law provides otherwise, we cannot normally accept change-of-mind returns for:
Once manufacturing, sourcing or customisation has begun on a bespoke or personalised product, it may not be possible to cancel or return it because you have changed your mind. This does not affect mandatory rights where the product is faulty, incorrectly supplied or otherwise fails to meet applicable legal requirements.
If your ring does not fit, please contact us. Whether it can be resized depends on its design, setting, metal, stones and required size change. Some designs, including certain full-set eternity rings, may need to be remade. Where resizing forms part of your applicable Marlow's aftercare, the relevant aftercare terms will apply. An item subsequently altered specifically for you may no longer qualify for a change-of-mind return.
Do not send valuable jewellery back without contacting us first.
Please contact us and provide:
We will provide appropriate return instructions.
Email: dubai@marlowsdiamonds.com
Telephone / WhatsApp: +971 50 824 4760
Unless an item is faulty, incorrectly supplied or we expressly agree otherwise, you are responsible for arranging and paying for return shipping. Returned jewellery must be appropriately packaged and adequately insured. We strongly recommend a secure, tracked and fully insured service suitable for the value of the jewellery. For high-value and international returns, please contact us before arranging shipment.
International customers may return eligible products in accordance with this policy. Unless the product is faulty or we agree otherwise, you are responsible for applicable return postage and insurance. Please follow the customs instructions we provide and identify the shipment appropriately as a return. Import duties, taxes or charges originally paid directly to a government, customs authority, courier or other third party are outside our control and may not be refundable by Marlow's Diamonds. Depending on your country, you may be able to reclaim certain import charges directly from the relevant authority.
Returned items will be inspected when received. Once a return is accepted, refunds will normally be issued to the original payment method. We aim to process approved refunds promptly. The time required for funds to appear in your account depends on your bank, card issuer or payment provider. Where applicable law specifies a refund deadline, we will comply with that requirement. Where permitted by law, a reasonable deduction may be made if an item has been handled beyond what is necessary to inspect it and its value has been reduced.
Where a diamond or gemstone was supplied with an independent grading certificate, the original certificate should be returned with the product. Where permitted by law, the reasonable cost of replacement or re-certification may be deducted from a discretionary refund if a certificate is not returned.
If you prefer an exchange, please contact us. Exchanges are subject to availability. Where the replacement costs more, you will be required to pay the difference. Where it costs less, the appropriate balance will be refunded.
Please inspect your jewellery after delivery. If your order arrives damaged, appears faulty or is different from what you ordered, please contact us promptly. We may request photographs or require the product to be returned for inspection. Where a product is confirmed to be faulty or incorrectly supplied, we will provide an appropriate remedy in accordance with applicable law, which may include repair, replacement, exchange, price reduction or refund. Where required by applicable law, we will cover reasonable return costs for products for which we are responsible.
Customers in some countries have statutory rights to cancel qualifying online purchases within a specified period. These rights vary by jurisdiction. Bespoke, personalised and individually made products may be excluded from statutory change-of-mind cancellation rights where applicable law permits. Nothing in this policy limits a mandatory cancellation or return right that cannot lawfully be excluded.
For delivery, returns, refunds or international order enquiries, please contact:
MARLOWS DIAMONDS FZCO Trading as Marlow's Diamonds
20D Gold Tower
Cluster I
Jumeirah Lakes Towers
Dubai
United Arab Emirates
Trade Licence No.: DMCC-1023253
Licensed by: Dubai Multi Commodities Centre (DMCC)
Telephone / WhatsApp: +971 50 824 4760
Email: dubai@marlowsdiamonds.com
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