FAQ

You can click on any question below that is relevant to your query to get further information and step-by-step instructions.

MY ORDER AND DELIVERY
How long will it take for my order to arrive?
If there is a problem with my order who do I contact?
How can I track my order?
How much will postage and packaging cost?
Which courier company does Marcs use?
Does Marcs offer international delivery?
Can I change the address of my delivery?
Can I change or cancel my order?

RETURNS & EXCHANGES
What is the policy on exchanges and refunds?
How will I know Marcs has received my returned items?


FINDING A PRODUCT
I have seen an item in a magazine – how can I find out which store it is in or when it will be available?
Is everything I have seen in Marcs stores also available online?
What do I do if the item I want is not online?
Will you be restocking a certain garment?

SHOPPING ONLINE
How do I order online?
When will I be charged for my order?
Do I need to set up an account with Marcs to shop online?
Which cards does Marcs accept for payment?
How to place an order with PayPal
What currency does Marcs use?
Can I buy gift vouchers online?
How do I use my gift voucher online?
I've forgotten my password, how do I get a new one?
Why does the item say it is unavailable when I get to the checkout?
How secure is my credit card and personal information?
I have a discount or promotion code, how do I use it? How can I find out what size I need?

AFTERPAY
What is AfterPay?
How do I use Afterpay?
What do I need in order to use Afterpay?
How does the payment schedule work?
Is there a limit to how much I can spend on a single transaction?
Will my order be dispatched straight away?
How do I return an item purchased with Afterpay?
Can I return an item purchased on Afterpay into stores?
What if I can’t pay an installment?

USING THE WEBSITE
What is the best way to view the Marcs website?
Does Marcs use cookies on the website?
Will I be able to use the site if I have disabled my cookies in my browser?
I’m having problems viewing the website - why do I keep seeing an error message?

MARCS STORES
Does Marcs offer a lay-by service?
Does Marcs hold items?
How do I contact customer care?
How do I find my closest store?


MY ORDER AND DELIVERY

How long will it take for my order to arrive?

We aim to get your order to you as soon as possible. Orders are processed and dispatched within approx 1-2 business days. We will endeavour to have your items sent to you as per our delivery time frame. If there are any problems with delivery of your order, we will contact you via email and/or phone as soon as possible to let you know.

Australia
Below are approximate Australia Post delivery times:
Sydney Metro - 1-2 business days, Melbourne & Brisbane Metro – 2-3 business days, Adelaide Metro – 3-4 business days, Perth & Darwin Metro – 4-5 business days and Tasmania – 4-5 business days. For all regional orders - the delivery time will take slightly longer depending on the state and region. For any orders placed on the weekend orders will be processed and Monday and dispatched that afternoon.

International and New Zealand
International orders are couriered with DHL and generally take 2-6 days to reach New Zealand. For all other countries it may take up to 21 days for your order to be received depending on your country's customs process. More details on International delivery can be found on our delivery page.

All international orders are exempt from Australian GST (10%), Any taxes and duties incurred in the country of destination will be paid for prior to the customer receiving the order. Please be aware that any additional fees that are incurred will be the responsibility of the customer: this includes storage of parcel or any administration fees incurred if you are unable to accept delivery.


The above delivery times should be used as a guide only and during peak periods, such as Christmas and New Year, there may be additional delays – where we are advised of any increase in delivery times we will clearly display these on our delivery page.

If your order has not arrived within 7 working days or you have any queries relating to delivery, please email us at customercare@marcs.com.au or call us on 1800 688 290 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9041 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW). All orders must be signed for, where Australia post is unable to obtain a signature they will leave a card with further details on how to receive your parcel

If there is a problem with my order who do I contact?

If there is a problem with your order contact us or email us directly at customercare@marcs.com.au  

How can I track my order?
Once your order has been processed you will be sent an email with an Australia Post tracking number that can be used on http://auspost.com.au/track/track.html to track your order. For international orders, you will be sent an email with a DHL tracking number, please visit http://www.dhl.com.au/en/express/tracking.html and enter in the tracking number where prompted, Alternatively you can call our customer care team on +61 2 8080 9041 or 1800 688 290, or email customercare@marcs.com.au  


How much will postage and packaging cost?
Marcs offer FREE delivery (min spend $100) for all orders being delivered within Australia & New Zealand. There is also FREE international delivery, with a min spend of $200.00.

Please note that to be able to get your items to you as quickly as possible we may send your items to you in two parcels; we will let you know via email if your order is one of those that we send via multiple parcels. You will not be charged for additional deliveries.

Which courier company does Marcs use?
We use Australia Post for delivery within Australia. Marcs uses DHL for international shipping.

Does Marcs offer international delivery?
Yes. Standard shipping charge for International customers is $30 AUD, however customers can take advantage of FREE international delivery, with a min spend of $200.00.
International orders are couriered with DHL and it may take up to 21 days for your order to be received depending on your country's customs process. More details on International delivery can be found on our delivery page.

Can I change the address of my delivery?
If you have just placed an order and need to change your delivery address please call us as soon as possible after you have placed the order on +61 2 8080 9041 or 1800 688 290 Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW), alternatively you can email them – customercare@marcs.com.au    
If you have moved house or want to update your delivery address, visit the Marcs website and go to the sign in/register page to amend your delivery address details.

Can I change or cancel my order?

Cancelling your order
Once you have paid for your order online you may still be able to cancel your order before it is dispatched. To do this you will need to contact us as soon as you can after you have placed the order. Please call us as soon as possible after you have placed the order on +61 2 8080 9041 or 1800 688 290 Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW), alternatively you can email them – customercare@marcs.com.au.  If your order has been dispatched before we receive a cancellation request you will need to return the items to us when you receive them in order to receive a refund. Please refer to our returns policy for more details and a step-by-step guide on how to return your items to our online store or one of our physical standalone stores. We offer free returns by post within Australia and you can also return your items to any one of our Marcs standalone Australian stores. Unfortunately our Outlet stores, concession stores in Myer and David Jones, and our stores in New Zealand will not be able to offer you a refund or exchange.

Changing your order
Unfortunately you will not be able to change your order, or any of the items within your order, including sizes and colours, prior to dispatch. The order will be sent to you and then you will have to return it. Please refer to our returns policy for further information. Please refer to our returns policy for more details and a step-by-step guide on how to return your items to our online store or one of our physical standalone stores. We offer free returns by post within Australia and you can also return your items to any one of our Marcs standalone Australian stores. Unfortunately our Outlet stores, concession stores in Myer and David Jones, and our stores in New Zealand will not be able to offer you a refund or exchange.

RETURNS & EXCHANGES

What is the policy on exchanges and refunds?

If you are not completely satisfied with your purchase, refunds and exchanges are welcome subject to the conditions stated in our returns policy. Marcs is happy to exchange or refund for change of mind on full priced and sale items within 30 working days of receipt of your order. Please refer to our returns policy for more details and a step-by-step guide on how to return your items to our online store or one of our physical standalone stores. We offer free returns to any one of our Marcs standalone Australian stores and we also offer free returns by post within Australia. Unfortunately our concession stores in Myer and David Jones and our Outlet stores will not be able to offer you a refund or exchange. For all ‘change of mind’ purchases all items must be in the original conditions as purchased, with labels, tickets attached. You will be refunded back to your original method of payment. If you placed your order using a gift voucher as your method of payment you will be sent a credit/gift voucher as soon as the return has been processed.

How will I know Marcs has received my returned items?

Marcs will email you to let you know when your returned item(s) have been received at their Online Store, as well as provide details about an exchange if you have requested one. If you are not returning within Australia we do recommend that you use a tracking option on your parcel as we will not be able to trace your parcel for you.
Once you receive confirmation that Marcs has received your item(s) please allow up to 2 weeks for any refund to credit your account.
If you are within Australia and would like to track delivery of your return parcel back to Marcs simply visit http://auspost.com.au/track/ and type in the tracking number. (Your tracking number is called an ‘AP article ID’ and this can be found on the attached post returns label next to the barcode). In the unlikely event that you don't receive an email from us advising you of next steps with regards to your refund or exchange within 10 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you as soon as possible.

FINDING A PRODUCT

I have seen an item in a magazine – how can I find out which store it is in or when it will be available?

Please email us at customercare@marcs.com.au and let us know the name of the magazine you saw it in, the approximate date you saw the item and provide us with a description so we can provide more information as quickly and easily as possible. Alternatively please call us on +61 2 8080 9041 or 1800 688 290 Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW), alternatively you can email them – customercare@marcs.com.au

Is everything I have seen in Marcs stores also available online?
The Marcs online store has everything that is available in our physical stores. If you would like to enquire about an item you have seen in one of our stores but have not been able to find online, please contact us with details of the item you liked and the store you saw it in, via email to customercare@marcs.com.au on +61 2 8080 9041 or 1800 688 290 Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW),

What do I do if the item I want is not online?
Our most popular products will run out very quickly online. Please call us on +61 2 8080 9041 or 1800 688 290 Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW), and we will be happy to help you try and find the item in a store near you. Unfortunately at this time we do not offer a service where we can post the item from one of our stores - we will not be able to ship the item from our store to you.
Alternatively, you can go into your local store and see if the item is available in-store. Find your nearest store using our store locator.
If you have seen an item in a magazine or another website it may be that the item is not available to purchase yet. If you would to find out more details about an item you have seen in the press, or find out when the item will arrive online or in stores, please contact us via email to customercare@marcs.com.au or call us on on +61 2 8080 9041 or 1800 688 290 Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW), and we will be happy to help you.

We do add new items every week, as well as replenish some items, so do keep checking back as we may get more stock in or you might find something similar to the item you liked.

Will you be restocking a certain garment?
Sometimes selected items within our current collection that have already sold out may arrive back in stock. Please email us at customercare@marcs.com.au with your favourite requests. If possible, please include the style number as this will ensure we have the right information to find the item you are looking for. The style number can be found on the care label inside the garment.
You can also subscribe for Marcs updates and be the first to know about new arrivals, updates on the latest trends, exclusive previews and more.


SHOPPING ONLINE

How do I order online?

Simply click on the item you wish to buy, select the size and colour required and click 'add to bag'. You can then continue shopping and add additional items to your bag or click 'Buy Now'. Once you have finished selecting the items you would like to buy, click on ‘Go to checkout’ on the product page or click on the shopping bag in the top right hand corner of the screen. To purchase a product on the website, you first need to sign up to become a member, which you can do at the checkout. Please note; you will need your credit card (we accept Visa, Mastercard or AMEX) or paypal account details to place your order. For orders being placed overseas we accept AMEX or paypal payment methods only.

When will I be charged for my order?
If your card is authorised, payment will be taken when the order is placed and you will receive an email confirming that your order has been successful.

Do I need to set up an account with Marcs to shop online?
Yes. Setting up an account will allow you to order without having to fill in your details every time you shop with us as well as give you benefits such as regular newsletters, exclusive discounts and special offers.
You can sign up right now, or you can start shopping straight away and set your account up when you checkout, whichever suits you best.


Which cards does Marcs accept for payment?
We accept credit card payments using VISA, MasterCard or AMEX. We also accept VISA and Mastercard debit cards and payments made via Paypal. Your card will be debited once the order is placed. Please note the transaction will appear on your statement as Marcs or Webster Holdings (our parent company). At this time we are unable to process payments from other EFTPOS cards. For orders being placed overseas we accept AMEX or Paypal payment methods only.


How to place an order with PayPal
1.    Once an item/s has been added to your basket, continue through the prompts until you reach the “Confirm & Pay” screen.
2.    Select the PayPal button under the “Select Payment Method” tab.

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3.    Hit “Confirm & Pay” button where you will be taken to the PayPal payment gateway.
4.    If you have a current PayPal account, select option “Pay with my PayPal account”.

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5.    Alternatively if you do not have a current PayPal account or wish to check out without logging in, please select option “Pay with a credit or debit card”.
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5.    Follow the prompts provided by PayPal to complete the transaction.

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Your confirmation email with details of goods will be emailed immediately as proof of purchase. If you have any questions or concerns, please do not hesitate to contact our customer service team on 1800 688 290 (toll free in Australia), 0800 627 276 (toll free if calling in New Zealand) or +61 2 8080 9041 (if calling from overseas) . You can email us at customercare@marcs.com.au  


What currency does Marcs use?
All prices have a default display in Australian Dollars, including GST.

Can I buy gift vouchers online?

Gift Vouchers can be purchased or within Stand Alone stores. (Click here to find your nearest store) or alternatively you can contact customer service to make a purchase (1800 100 366 / 1800 688 290). Gift vouchers are available in $50 and $100 denominations and can be redeemed in any of our standalone stores & online . Vouchers are non-transferable and cannot be redeemed for cash. Vouchers are valid for a 12 month period. After this period they will expire and no longer be redeemable. Vouchers should be treated like cash. Lost or stolen vouchers are not replaceable.
Currently GIft vouchers are unavailable to purchase and redeem within Marcs outlet stores, which include stores within Myers or David Jones Department Stores. 

How do I use my gift voucher online?

Select the items you wish to purchase, proceed to the checkout and type in the 12 digit code located under the barcode on your voucher receipt. You will then be prompted to enter your six digit voucher pin. If you do not know your pin then please contact customer care who can provide this to you. The amount of your voucher will then be deducted from your order. You can also combine your gift voucher with a credit card to make an online purchase if your voucher does not cover the total order amount.

I've forgotten my password, how do I get a new one?
If you have added all the items you want to the checkout you can click on the ‘Forgot Password’ when you get to Step 1. of the checkout process and follow the prompts to set up a new password. You can also visit the sign in/register page to set up a new password. A new password will be sent to your email address. If you do not receive this login details reminder email (which will include your password) within a few minutes please check your ‘junk’ folder before contacting us.  If you would like help from one of our customer service representatives at any point please email customercare@marcs.com.au or call us on +61 2 8080 9041 or 1800 688 290 Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW),

Why does the item say it is unavailable when I get to the checkout?

Unfortunately when you add items to ‘My Bag’, this does not mean they are reserved. The items will be available for anyone to purchase until they have been checked out and purchased. Please contact customercare@marcs.com.au or call us on on +61 2 8080 9041 or 1800 688 290 Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW).

How secure is my credit card and personal information?
Your security while shopping online with Marcs is extremely important to us, and we have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times.
All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption.
To ensure that the page you are viewing is secure, look for a padlock icon in your browser, this verifies the authenticity and validity of our website security.
Please refer to the Marcs privacy policy for further information.

I have a discount or promotion code, how do I use it?
Make sure you type your code into the ‘promotion box’ which you will find the entry box on the ‘my bag’ page when you get to the checkout. Select ‘confirm and pay’ or click 'refresh totals' to apply the offer or promotion to your order.
If you do not apply your code at this point we can't apply it to the same order later on or once you have placed the order (though you might be able to use it on a subsequent order).
Please note only one promotion code can be used per order.
Please always check further terms and conditions supplied with the offer or promotion.

AFTERPAY

What is AfterPay?

Afterpay is a service that allows flexible payment plans for online purchases, Afterpay allows you to purchase now and pay later in four equal instalments fortnightly. To find out more about Afterpay click here.

How do I use Afterpay?
1. Make your selection add the items to the shopping cart (up to the value of $1000 with a credit card and $800 if using a debit card) and continue to the checkout as normal
2. Select Afterpay as your method of payment at the checkout- you will be redirected to afterpay
3. You will be prompted to register or login to your afterpay account and confirm payment
Click here to learn more.
Please note :  All Afterpay purchases are subject to approval by Afterpay

What do I need in order to use Afterpay?
To make a purchase using Afterpay you must have
•    An Australian residential address
•    Be over 18 years of age
•    An eligible debit or credit card

How does the payment schedule work?
For first time Afterpay customers, or customers yet to complete a full payment cycle with using Afterpay, the first payment will be taken at the time of transaction with the remaining three payments deducted each fortnight over the remaining 6 weeks. For all future payments after the first completed purchase, the initial payment will be debited 14 days after the transaction.

Is there a limit to how much I can spend on a single transaction?

Yes, transaction value limits apply to Afterpay purchases made at Marcs online; $1000 for credit card accounts and $800 if using a debit card.

Will my order be dispatched straight away?
Yes, there is no waiting and we’ll ship your order immediately as normal

How do I return an item purchased with Afterpay?
For all Afterpay returns they must be returned to our Online Store:
Marcs Online store- Afterpay
C/O Williams Fashion Logistics 
69-73 Gow Street
Padstow NSW 2211

If you are eligible for a return your initial payment will be refunded and the remainder payments will be cancelled at no charge. All returns are subject to our Online Returns Policy.

Can I return an item purchased on Afterpay into stores?

No, Afterpay purchases can’t be returned or exchanged in any Standalones, Myer or David Jones stores, they must be returned to our Online Store.

What if I can’t pay an instalment?
If a payment is due from you but not received by Afterpay in accordance with the payment schedule, a $10 late payment fee will be charged, with a further $7 late payment fee added seven days later if the payment remains unpaid.
For more information about Afterpay terms and conditions, visit the Afterpay website.

USING THE WEBSITE

How can I find out what size I need?
If you are not sure which size is best for you take a look at our Size Guide, which can also be found on every product page.

What is the best way to view the Marcs website?
Marcs Online has been developed to look great with a resolution of 1024 x768 with both Windows and Macintosh operating systems. We support a range of browsers including Safari, Firefox and Microsoft Internet Explorer versions 6, 7 & 8 using Adobe flash player 9.45 and above.

Operating System: Windows 2000, XP
Recommended Browsers: Explorer 6/7 & 8 and Firefox 3.0

Operating System: Macintosh OSX 10.2 and above
Recommended Browsers: Firefox 3.0 and Safari 3

If you choose to use an operating system or browser not listed you may experience viewing difficulties.

Does Marcs use cookies on the website?
The Marcs website uses cookies to record a unique reference on your computer. This means that we can recognise your computer when you access and log into your account with your user name and password. The use of cookies allows us to remember the goods that you placed in your shopping bag as well as stores basic information to make your shopping experience online quicker and easier. Our cookies do not remember your credit card details.

Will I be able to use the site if I have disabled my cookies in my browser?
You may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser's preferences which are usually found in the Edit menu.

I’m having problems viewing the website - why do I keep seeing an error message?
This may be due to an old error message and you may need to clear your cache. To do this, please follow the instructions below:

 

1.    Hold down the control button and then press F5 on the keyboard - this should ‘hard refresh’ the page. If this is unsuccessful, please follow the instructions from step 2 onwards.
2.    Go to the top navigation bar and click on ‘History’.
3.    Click on ‘Clear recent history’.
4.    Tick the ‘Cookies’ and ‘Cache” tickboxes.
5.    Press clear now

If you are still having difficulties accessing our website then please contact our customer service team, who will be happy to help you.


MARCS STORES

Does Marcs offer a lay-by service?
Lay-bys are not available in-store or online. 

Does Marcs hold items?
Unfortunately you cannot ‘hold’ or reserve products online.

How do I contact customer care?
Simply visit our contact us page to send an email or you can email us directly at customercare@marcs.com.au or call us on on +61 2 8080 9041 or 1800 688 290 Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW).You can also contact us by phone on on +61 2 8080 9041 or 1800 688 290 Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW).

How do I find my closest store?
With stores across Australia and New Zealand, you are sure to have a store near you. Simply visit our store locator which will show you the stores located closest to you.