FAQ's
Q: How often do you ship orders?
A: We ship once a week, every Fridays using Royal Mail Signed For (usually tales 1-2 days for UK orders). Your order must be placed by midnight on Thursday (GMT). If you are an international customer, please allow more time for your order to reach you.
Q: What if I need an order urgently?
A: If you have missed the Friday shipping time and you need an order urgently, please call +44 (7701063057) or email customerservice@marwood.life to discuss your needs. Also we can sometimes fast-track an order ahead of the Friday delivery slot, so always worth dropping us a message and asking. We will always do our best to accommodate.
Q: How do I track my order?
A: Once your order has been shipped, you will receive an email confirmation of your shipping details and a unique tracking number, plus a link to the relevant courier service or Royal Mail.
In the unlikely event that your order does not arrive within this timescale, we can investigate further. Please contact us at customerservice@marwood.life to discuss your needs. Where there is a delay in the supply of goods you have ordered, we will advise you as soon as practical. If the goods cannot be delivered within 30 days of your order, we will notify you of this delay and you may either cancel your order or agree a further delivery time with us.
Q: What is the expected delivery time of my order?
A: Please see below for estimated delivery times. These are to be used as a guide only and commence from the date of dispatch. Marwood is not responsible for any delays caused by destination customs clearance processes.
Royal Mail, International Signed For
UK: usually the next working day, please allow up to 3
Europe: approx 3-7 working days
Rest of World: approx 12-14 working days
We allow up to 3-4 weeks for parcels to reach countries such as Australia, Japan, Korea, Brazil, India, Hong Kong, New Zealand, Saudi Arabia and Singapore.
Q: Can I return an item bought from your online store? Can I return an item bought more than 30 days ago?
A: If for any reason you are unhappy with your purchase we can accept a return up to 7 working days from the date of dispatch. Please contact us directly with any returns requests asap at customerservice@marwood.life. Subsequently, returns will be accepted at our discretion, then they must be returned to the below address. Include in your package a signed letter stating the reason for your return and please specify if you want to exchange the item or refund it. Returns are sent at your own expense, we will not cover any costs of returning products to us unless the goods are faulty, then we will cover all costs of postage and either refund or exchange the items. Please note we require photographs of any faulty products before accepting a return.
Return address: Marwood, 24 Brook Court, 2 Green Pond Road, London E17 6EB. UK
Q: Will value added tax (VAT) be deducted from my order?
A: For all orders placed via the website with a delivery address outside the UK / EU, the 20% VAT will be deducted from the final total prior to payment being taken. However, please note that you may be subject to your country's import taxes and duties.
Q: How do you care for Marwood products?
A: All products are officially dry clean only due to the woven silk we use in most of our ties, however, we are very proud that our mohair socks can be machine washed at 30 degrees.
Q: Why don't mohair socks felt when machine washed?
A: Mohair is composed mostly of keratin, a protein found in the hair, wool, horns and skin of all mammals. While it has scales like wool, the scales are not fully developed, merely indicated. Thus, mohair does not felt as wool does. Mohair is a luxury fibre, like cashmere, angora and silk, and is usually more expensive than most wool that comes from sheep due to its unique properties.
Q: Where does Marwood mohair come from?
A: The majority of our Mohair comes from angora goats that are bred on a family farm in Devon. The yarn is then spun and knitted into socks and then hand-dyed at the farm before the Marwood tags are hand sewn on. The process is highly monitored and executed to an extremely high standard from the beginning. This is why we can stand by this luxurious fibre and know that Marwood mohair socks will last for years.
Q: Where can I buy Marwood products?
A: In the past we sold at the best wholesalers worldwide, but since 2015 we have traded solely online at www.marwood.life.
Q: Has your Marwood website name changed?
A: Our previous website used to be www.marwoodlondon.co.uk/.com but unfortunately we lost this when someone else took the domain. We have traded on www.marwood.life since 2015/16.