Frequently asked questions

Rewards

  • Birthday Rewards Policy

  • How can I find out how much Loyalty Rewards I have?

  • Can I redeem my Loyalty Rewards online?

  • Can I redeem my Loyalty Rewards In Store?

Orders & Deliveries 

  • Can I change or cancel my order?

    Please note we are unable to make any changes to an order after it has been placed, this includes cancellations. If you realise you have made a mistake, please place an order for the correct item, after you receive your first order you can return it for a full refund.  You can download a free label from our returns page. For any further assistance, please contact our customer care team.

  • Can I change the address of my delivery?

    Please note we are unable to make any changes to an order after it has been placed, this includes cancellations. If you realise you have made a mistake, please place an order for the correct item, after you receive your first order you can return it for a full refund.  Please follow this link http://parcelpoint.com.au/marcs/return for your free post returns label. For any further assistance, please contact our customer care team.

    If you have moved house or want to update your delivery address, simply login to your account and navigate to "Address Book" to amend your delivery address details.

  • Does MARCS offer international delivery?

    Yes. 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. The cost of delivery outside of Australia and New Zealand is $30 AUD. 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 in the country of destination are the responsibility of the customer: this includes storage of the parcel, any administration fees incurred if you are unable to accept delivery.

  • Which courier company does MARCS use?

    We use Australia Post for delivery within Australia and DHL for New Zealand and other international deliveries.

  • How can I track my MARCS order?

    Once your order has been processed you will be sent an order confirmation email with a tracking number. Alternatively, you can sign in to your account to find your tracking number located in the 'My Orders' section. For Australian orders you will receive a shipping confirmation email from Australia Post with the tracking number and link to track your parcel.

    International orders are couriered with DHL. You will be sent an email with a DHL tracking number. Please visit DHL tracking and enter the tracking number where prompted.

     If you have any questions or concerns contact customer care on 1800 688 290 (toll free in Australia) or +61 2 8294 5155 Monday to Friday, between 9am and 5pm AEST, or email customercare@marcs.com.au

  • 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 48 hours, except for weekends and public holidays. Any order placed on a weekend or public holiday will be processed and sent within 48 hours from the next business day. 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.

    Below are approximate Australia Post delivery times from date of order dispatch: 
    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.

    International orders are couriered with DHL and generally take 2-6 days to reach New Zealand but can reach up to 10 business days. 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 shipping page.

  • Delivery fees

Returns

  • How do I return my order?

  • How long will it take for my refund to be processed?

  • How will I know MARCS has received my returned items?

Shopping Online

  • I have a discount or promotion code, how do I use it?

  • I've forgotten my password, how do I get a new one?

  • What currency does MARCS use?

  • What payment methods do you accept?