Frequently Asked Questions

Frequently Asked Questions

Delivery

How long does delivery take?
Orders are processed within 2–3 working days and are then in transit for 4–9 working days, so total estimated delivery is 6–12 working days (Monday to Friday). You will receive tracking by email once your order is dispatched.

Do you charge for delivery?
No. Delivery is free on all UK orders with no minimum spend.

Where do you ship from?
Our products are dispatched by our fulfilment partner from outside the United Kingdom and handed to a UK carrier for the final leg. This is reflected in the delivery estimates above.

Will I have to pay anything on delivery?
For orders of £135 or less, no. UK VAT is included in the price you pay at checkout and there is nothing further to pay. For orders over £135, import VAT and any customs duty become payable on arrival and the carrier will contact you. See our Shipping and Delivery Policy for details.

How do I track my order?
Your dispatch confirmation email contains a tracking number. You can also use our Order Tracking page at any time.

Returns and refunds

Can I return an item?
Yes. We offer a voluntary 30-day return period from the day you receive your order, on top of your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013. Items must be unworn, unused, with tags attached and in original packaging. Full details are in our Returns, Cancellations and Refunds Policy.

How do I start a return, and where do I send it?
Email us at info@marniethorp.com or use our contact page. We will confirm the correct return address for your item and send you instructions. The address depends on the item, so we do not publish it — please do not send anything back before contacting us, as unannounced returns cannot be processed.

Do I pay for return postage?
If your item is faulty, damaged or not what you ordered, we cover the full cost of returning it. If you have simply changed your mind within the 30-day window, return postage is at your own cost.

How long do refunds take?
Once we have received and inspected your return we will notify you. Approved refunds are issued to your original payment method within 10 working days.

What if my item is faulty or the wrong item arrived?
Contact us straight away. Under the Consumer Rights Act 2015 you have a 30-day right to reject faulty goods for a full refund, and rights to repair or replacement after that. We cover the cost of return postage on faulty, damaged or incorrect items.

Sizing and products

How do I choose the right size?
Every product page has a size guide with measurements in centimetres, plus a size and fit indicator showing whether that garment runs small, true to size or large. If you are between two sizes we recommend sizing up.

What materials are your products made from?
The composition of each garment is listed on its product page. If anything is unclear before you order, email us and we will confirm it.

Payment

What payment methods do you accept?
Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay. The full list is set out in our Payment Policy.

Do you offer a multi-buy discount?
Yes. Buy 2 items and 10% comes off automatically at checkout, buy 3 and it is 15%, buy 4 and it is 20%, buy 5 or more and it is 25%. No code is needed.

Is my payment secure?
Yes. Checkout runs on Shopify's PCI DSS compliant infrastructure with SSL encryption throughout. We never see or store your full card details.

Contact

How do I reach you?
Email info@marniethorp.com or use our Contact page. Our customer service is available Monday to Friday 09:00–17:00 and Saturday and Sunday 12:00–17:00 (GMT), and we reply within 24 hours.

Our policies

Privacy Policy · Shipping and Delivery Policy · Returns, Cancellations and Refunds Policy · Payment Policy · Terms and Conditions

Contact and supplier details

Store: Marnie Thorp
Operated by: ML ECOM OPERATIONS B.V.
Registered address: Prins Frederik Hendriklaan 84, Naarden, Noord-Holland, 1411 GB, Netherlands
Chamber of Commerce (KvK): 96592710
VAT: NL867675342B01
Email: info@marniethorp.com
Phone: +44 20 4577 1564