FAQs
Find answers to some our most frequently asked questions on our products, services and policies.
Product
Are your glasses unisex?
Yes. The Pelham is designed to be worn by anyone — proportions and styling are intentionally unisex, not adapted from a single gender-specific fit.
Are your products UV protected?
Yes. Both the Pelham Clear and Pelham Sun lenses are UV400 rated, blocking effectively all UV radiation.
Are the Pelham lenses prescription?
No — The Pelham currently ships with non-prescription lenses. Prescription isn't available yet.
What's the difference between Pelham Clear and Pelham Sun?
Same frame, two lenses — Clear has a blue-light-filtering lens for screen use, Sun has a polarised, UV400 lens for daylight.
How do I care for my glasses?
Store them in the case when not in use, clean with a microfibre cloth, and avoid extreme heat or harsh chemicals, which can affect the acetate finish over time.
Shipping & Delivery
How long does shipping take?
We currently ship within the UK. Orders are processed within 1-2 working days.
Standard delivery takes 2-3 days.
Express delivery takes 1-2 days.
You'll receive a tracking number by email once your order ships.
How do I check my order status?
Once your order is processed, we'll send you a tracking number so you can follow your package from dispatch to your door.
Do I have to pay customs fees?
As we currently ship within the UK only, import or customs fees don't apply to your order.
What should I do if my package is lost?
Please make sure you specify the correct delivery address when placing your order — MARLOWE isn't responsible for parcels sent to an incorrect address, or where a request was made to leave the parcel with a neighbour or in an outbuilding. Any discrepancies relating to missing or lost items must be reported to us in writing at hello@marlowemade.com. We're unable to refund or replace lost items until 20 working days after the date of dispatch.
What if tracking says my package was delivered but I haven't received it?
This can happen when items are delivered to a workplace or shared address — a colleague or post room may have signed for it on your behalf. We recommend checking with anyone at the delivery address before contacting us. Please note we're unable to refund or replace items that are tracked as delivered, so we always recommend having orders sent to a secure address.
Returns & Refunds
How do I return my order?
You can return your order within 14 days of delivery. To start a return, email hello@marlowemade.com using the email address you placed your order with, and include your order number — we'll send you return instructions. Items must be in their original, unused condition, with all tags and packaging included. Return shipping costs are the responsibility of the customer.
How do I request an exchange or refund?
Email hello@marlowemade.com with your order number. To qualify, items must be unworn (aside from trying on) with all tags and packaging included. Items that don't meet these requirements aren't eligible.
When will I receive my refund?
We'll refund your order to the original payment method once it's been processed. This can take 7-14 days after your return arrives with us — you'll be notified once the refund has been made. We're unable to refund to a different payment method than the one used for the original purchase.
Are there any additional costs when returning my order?
We recommend returning your order via a tracked shipping method, or requesting a proof of postage receipt — we're unable to refund lost returns without this.
I've received a faulty item, can I exchange it?
Please contact hello@marlowemade.com within 14 days of the item arriving, including your order number, which item is affected, a description of the fault, and photographic evidence.