Questions
Placing an order
How soon does an order leave the warehouse?
Most orders are picked and packed within one to three working days. A few made-to-order pieces take longer, so check the lead time printed on the product page before you buy. The moment your parcel is scanned out of our depot we email you a tracking link, and you can follow the same journey inside the Marbrook app.
Once a parcel has been handed over to the carrier, the delivery window belongs to them — we are not able to promise an exact arrival date after that point.
Can I stop an order after checkout?
If the label has not printed yet we can usually pull it. Reply to your confirmation email within the hour and our team will take a look.
What happens if my parcel is crushed, taken or missing?
Send us a photo of the packaging and the label and we will replace the goods or refund you — whichever you would rather have.
The carrier says delivered, but nothing arrived. What now?
Give it one more working day, check with neighbours and any safe place you nominated, then write to us and we will open a claim with the carrier.
Why has my tracking link not moved?
Scans can lag by a day or two, especially over a weekend. If the link is still frozen after 72 hours, tell us and we will chase it.
Do you refund the difference after a markdown?
We credit the gap on anything bought in the seven days before a price drop. One credit per order, applied to the card you paid with.
Kit and hardware
I bought a first-generation counter stand. Do I need to move to the new till software?
No — the original stand keeps working. Moving across only adds contactless tipping and the offline receipt queue, and the swap takes about ten minutes.
Gift credit
How do I send someone digital gift credit?
Pick an amount at checkout, add the recipient's email and a note, and choose the morning it should land. Nothing ships — the code arrives by email.
Can gift credit be resent if it was mislaid or never arrived?
Yes. Give us the order number and the email it was sent to and we will issue the code again the same day.
Where do I redeem a gift credit code?
Paste the code into the discount field on the payment step. The balance comes off before delivery is calculated.
How can I check what is left on my gift credit?
Enter the code on the balance page and the remaining amount appears straight away, along with the date it was last used.
Can one gift code be spent across several orders?
It can. Whatever you do not spend stays on the code for four years from the day it was issued.
Can I keep a gift code in my phone wallet?
Open the email on your phone and tap Add to wallet. The pass keeps the running balance in step with your account.
Delivery and returns
Do you post outside the country?
We ship to 43 countries. Pick yours at checkout to see the rate and the working-day estimate for that route.
Will I be charged duties, tax or a delivery fee?
Duties and local tax are quoted and settled at checkout, so nothing is owed on the doorstep. Delivery is free over £65.
Can you deliver to a locker or a post box?
Lockers are fine on domestic routes. Post boxes are not — our carrier needs a street address it can hand the parcel to.
How do I send something back?
Unused goods can go back within 45 days. Start the return in your account, print the label and drop the parcel at any collection point.