FAQ + SALON POLICIES

When can I expect my box to be delivered?

We're working around the clock to process orders! Each order takes approximately 2-3 business days for processing, and another 5-10 business days for standard ground shipping.

Please note, our team is working as swiftly as possible to fulfill your order, but you may experiences slower than average shipping times due to COVID-19 and carrier delays. 

Where do you ship?

We currently ship anywhere in the contiguous United States (excludes Alaska and Hawaii, as well as U.S. territories and protectorates, including American Samoa, Guam, Northern Mariana Islands, Puerto Rico, U.S. Minor Outlying Islands, and the U.S.V.I.). 

Can I ship boxes to multiple addresses in the same order?

We're working on it! Currently, we are only able to offer shipping to a single address in each order. Sending to multiple recipients? Just create a new order for each one!

Oops! I Entered the incorrect shipping address. What should I do?

Please review your shipping address carefully when inputting your order. If the order has already been placed, reach out as soon as possible to try and correct the error. If the item(s) already have a shipping label created, incorrect delivery addresses will incur a $30 fee for changes or redirects once the package has been submitted to the carrier, and are not guaranteed once a tracking number has been issued. Marlowe is not responsible for any issues resulting from incorrect delivery information provided.

My box says it was delivered but the recipient never got it.

Oh dear! Be sure to double check any spots that might have been overlooked. Also confirm that the tracking information from the carrier says that the item was delivered. If that is the case then we will help you try and locate the package. In some unfortunate cases, it is out of our control and the item may have been lost or stolen. Next step is to contact the carrier to file a claim.

Marlowe is not responsible for packages that are lost, stolen or damaged once in the hands of the carrier. We package our giftboxes the best possible way to ensure their safety while in transit, but there are instances when packages are mishandled and damaged by the carrier. In the event your package is delayed or damaged, please contact us so we can file a claim with the carrier. Marlowe is not responsible for reimbursing damaged product not covered by the carrier.

What is your Return Policy?

All sales are final, but we're confident you're going to love your box. We do not accept returns, exchanges, or order cancellations. 

I love my box, but something in it arrived damaged. What should I do?

Contact us immediately, at info@hellomarlowe.com. As long as we hear from you within 24 hours of receiving your box, we will work with you to correct the problem. We may need photos of the mailing box to send to our shipping team, so please don't toss it just yet.

What is in each gift box?

Pure joy! Each gift box contains a detailed online description of each item we’ve carefully selected to go inside. What you see in the online photo is what you receive! All gift boxes are packed in our signature branded mailers with soft crinkle paper filler and a personalized message inside. 

Can I customize my box?

Looking to put together your own Mani Care Box? Let us know! We’re open to feedback and would love to hear from you about what you’re looking for. In the meantime, please select from our pre-curated giftbox collection. 

Can I add a personalized note for the gift box recipient?

Yes! Click on your Cart, and you’ll see the option to add a personalized message. NOTE: gift notes are not available during checkout, so be sure to add your note on the Cart page before checking out!

Can I use my Marlowe store gift card toward a box purchase?

No, Marlowe gift cards are for in-store services, only, and cannot be redeemed for products or online purchases. We currently do not sell gift cards for online merchandise. 

I still have a question. Who do I contact?

No problem, sorry these FAQs didn’t address your question. Please feel free to email us at info@hellomarlowe.com and a team member will reach out to you to answer any questions you may still have :)

Booking

Walk-ins are always welcome! Our schedules do fill up quickly, so we recommend advance booking whenever possible to guarantee availability.

We require a credit card to hold all appointments. You will only be charged upon appointment completion, or in case of appointment cancellation/no-show. 

Payment

We’re cashless! Credit and debit welcome. Please note: checks not accepted. For gratuities, our manicurists gladly accept cash and Venmo. We recommend a 25% gratuity for your manicurist. 

Late Arrivals

Please note, we only are able to hold your appointment for 5 minutes past your appointment start time before cancelling and applying fees (see Cancellation Policy). If you arrive more than 5 minutes late, your services may be downgraded, expedited, or cancelled based on how late you arrive (for fees, see Cancellation Policy), and you are responsible for the full appointment value. 

Cancellation Policy

Individuals (and Small Groups): You may cancel your appointment, without charge, up to 24 hours before your start time. If you cancel (or reschedule, downgrade services, or arrive too late to be accommodated for your scheduled services) within 24 hours of your start time, you will be charged for the full appointment value.

Groups 5-7 Guests: You may cancel/amend your appointment, without charge, up to 48 hours before your appointment start time. If any group guest cancels or downgrades within 48 hours of the start time, or arrives too late to be accommodated, you will be charged in full for the originally-scheduled services.

Groups 8+: Please refer to your booking contract for cancellation details. 

Gel Removal

Please note, we only work with soak-off gel polish at Marlowe (we do not remove soft gel, hard gel, dips, powders, or acrylic nails). Please remember to add Gel Removal service to your mani/pedi if you have soak-off gel polish on; otherwise, your appointment will be shortened to accommodate the removal (please refer to price list). 

Pets

We love our furry friends! But please, leave Fido at home during your visit to Marlowe. Service dogs welcome. 

Children

We happily welcome kids 10 and under for Mini services! Please note, children must be accompanied by an adult at all times, and may not be left alone in the waiting area. 

Cell Phones

As a courtesy to all guests, kindly refrain from phone conversations and video/conference calls during your visit so that all may enjoy their services. 

Private Events

Looking to host an event at Marlowe? We'd love to help you! Our Berkeley store provides a perfect setting for birthday parties, bridal showers, baby showers, bachelorette gatherings, or corporate events. To get started, email us: info@hellomarlowe.com.

Where can I use my Marlowe giftcard?

Currently, gift cards may only be used toward in-store services. Giftcards may not be used for tips, products, retail items, giftcard purchases, e-commerce purchases, or cash. Giftcard sales are nonrefundable.