30 days, no fuss

Returns & Refunds

Last updated November 12, 2025

A tote should earn its place on your shoulder. If yours doesn't, you have 30 days from delivery to send it back, even if you have simply changed your mind, and there is never a restocking fee.

No. 01The essentials

No. 02How to send a tote back

1. Email us. Write to info@marlowthorn.com with your order number and the tote you would like to return. A sentence on why is helpful but optional.
2. Get our reply. We confirm the return and send the address details. Returns go to our registered company address, shown below.
3. Pack it. Fold the tote neatly, pop it in any sturdy mailer and slip a note inside with your order number.
4. Post it. Use a tracked service if you can and keep the receipt until your refund arrives.

Please do not post a return before emailing us. Unannounced parcels are much harder to match to an order, which slows down your refund.

No. 03Where returns go

Our return address is our registered address:

WINFINE INDUSTRIES (HONG KONG) LIMITED
SHOP 185 G/F HANG WAI IND CTR
NO 6 KIN TAI ST TUEN MUN
NT

No. 04Your refund

We process the refund promptly once your return is on its way to us; simply send us the tracking number or a photo of the postage receipt. The money goes back to your original payment method. Card issuers and banks often need several business days to show it on your statement.

Original shipping charges are not refundable unless the return is our mistake, and return postage for change-of-mind returns is paid by you.

No. 05Damaged, faulty or not what you ordered

If your tote arrives with a flaw, such as a broken handle stitch, a print defect or the wrong design, email us a photo within 30 days of delivery. We will send a replacement or give a full refund, whichever you prefer, and you will not pay anything to put it right. Often we do not even need the faulty bag back.

No. 06Swapping for a different design

The quickest route is to return the first tote for a refund and order the one you prefer. If you would rather we handle the swap, just say so in your email.

No. 07Gifts

Received a Marlowthorn tote as a present? You can return it within the same 30 days. Email us with the order number or the name of the person who bought it, and we will refund the gift to the original buyer or arrange an exchange for you.

No. 08Still unsure?

Send a note to info@marlowthorn.com; our customer service email is available 24/7, and we will talk you through it.