DELIVERY & RETURNS
Order by 17th December to receive your order in time for Christmas. Extended returns on Christmas gifts to 31st January 2020.
DELIVERY WITHIN AUSTRALIA
Standard Delivery
|
Free for a limited time
|
2-5 business days |
Express Delivery
|
$15 flat rate
|
Express delivery is available between all
capital cities
(except Darwin and in Perth CBD only) and some major centres. Parcels are delivered within 48 hours after the order has shipped. |
Standard Delivery
Free for a limited time
2-5 business days
|
Express Delivery
$15 flat rate
Express delivery is available
between all capital cities
(except Darwin and in Perth CBD only) and some major
centres. Parcels are delivered within 48 hours after the order has shipped.
|
*The above delivery times should be used as a guide only as they are based on estimates provided by Australia Post and generic delivery
times we experience at Marcs. Due to circumstances beyond our control, it may take longer for your parcel to reach you during
busy periods (such as Sale and Christmas time). These times commence from the date your order is dispatched.
CHRISTMAS DELIVERY CUT OFF DATES
Eastern states: standard delivery order by
17th December.
Western Australia: standard delivery order by
15th December.
We use Australia Post for all deliveries within Australia. Orders are processed and dispatched within 48 hours of the order being placed
(except weekends and public holidays). Any order placed on a weekend or public holiday will be processed the next business day.
Delivery timeframes above will be in addition to processing times from the business. We will endeavour to have your items sent to you as per our delivery time frame. If there are any problems with your order, we will contact you as soon as possible.
To ensure the safe arrival of your purchase we require a signature as proof of delivery for all orders. If no one is available at the delivery address to accept the order, Australia Post will leave a calling card with details on how to collect your parcel. If the order is redirected at the customer’s request or delivery option altered Marcs will not be liable for lost, stolen or damaged parcels.
DELIVERY WITHIN NEW ZEALAND
DHL Express Delivery
|
$8 flat rate
Free on orders over $150 |
5-10 business days |
DHL Express Delivery
$8 flat rate Free on orders over $150
5-10 business days
|
New Zealand orders are couriered with DHL express and may take up to 10 days to be delivered depending on the destination country's customs process. Orders are processed and dispatched within 48 hours of the order being placed (except weekends and public holidays).
Any order placed on a weekend or public holiday will be processed the next business day.
We are currently unable to deliver to international PO Box addresses.
All international orders are exempt from Australian GST (10%), however they will incur taxes and duties applied by customs in the country where the
order is delivered. 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. Marcs has no control over these charges and we are unable to tell you
what the cost would be.
We recommend that New Zealand customers use the website
www.customs.govt.nz before you purchase as they have a duty estimator which allows you to see how much you may have to pay and how the charges are worked out.
To comply with Australian export regulations, we are required to declare the exact value of all items ordered and mark them as dutiable ‘merchandise.’We are also prohibited by law from marking the items as a gift, even if the order is placed with the intention of sending to a gift recipient. If you require further information about your country’s taxes and duties you will need to contact your local customs office directly.
We will endeavour to have your items sent to you as per our delivery timeframe. If there are any problems with your order, we will contact you as soon as possible.
INTERNATIONAL DELIVERY
DHL Express Delivery
|
$30 flat rate
|
5-10 business days |
DHL Express Delivery
$30 flat rate
5-10 business days
|
Our full delivery list can be found at the checkout pages. International orders are couriered with DHL express and may take up to 10 days to be delivered depending on the destination country's customs process. Orders are processed and dispatched within 48 hours of the order being placed (except weekends and public holidays). Any order placed on a weekend or public holiday will be processed the next business day. We are currently unable to deliver to international PO Box addresses.
All international orders are exempt from Australian GST (10%), however they will incur taxes and duties applied by customs in the country where the order is delivered. 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. Marcs has no control over these charges and we are unable to tell you what the cost would be.
To comply with Australia export regulations, we are required to declare the exact value of all items ordered and mark them as dutiable ‘merchandise.’ We are also prohibited by law from marking the items as a gift, even if the order is placed with the intention of sending to a gift recipient. If you require further information about your country’s taxes and duties you will need to contact your local customs office directly.
We will endeavour to have your items sent to you as per our delivery timeframe. If there are any problems with your order, we will contact you as soon as possible.
TRACK YOUR 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.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.
RETURNING YOUR PURCHASE
Returning your purchase is quick and easy. Use the below table to understand where you can return your items.
Purchase Location | Return Location |
---|
| Online Store | Marcs Store | Myer | David Jones |
Online Store
(Credit Card) | Refund on full price and Sale. Excludes outlet. | Refund on full price and Sale. Excludes outlet. | X | X |
Online Store (Paypal & Afterpay) | Refund on full price and Sale. Excludes outlet. | X | X | X |
Marcs Store | X | Refund or Exchange on full price items. Excludes Sale. | X | X |
Myer | X | X | Refund or Exchange on full price items. Excludes Sale. | X |
David Jones | X | X | X | Refund or Exchange on full price items. Excludes Sale. |
All items must be
returned within 30 days of receiving the order.
All returns must be
in the original condition as sent; the item must not be worn, altered or
washed, and must have its original tags attached. All shoes should be returned
without scratches or stains and in their original, undamaged shoe box. For
hygiene reasons, we do not offer returns on swimwear, earrings and hosiery,
unless they are faulty or have been sent to you by error.
Please note, you will not be credited the cost of delivery as part of your return, unless the item is faulty.
We are unable to
offer exchanges for online orders. Refunds will be processed for all returned
items that meet the Returns Policy conditions.
Refunds will be
credited against your original method of purchase and will be processed in
$AUD. 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.
If you placed your order using a loyalty reward, your reward will be credited
back to your membership account.
We are unable to
process refunds in person at our head office or the online warehouse. Please
note that concessions located in a David Jones or Myer department store are
unable to offer a refund or exchange on any items purchased online.
Online orders paid with Afterpay or
Paypal cannot be returned in store and must be returned by post. Online orders paid with a credit card may be returned in a standalone store.
ONLINE OUTLET & FINAL
SALE:
Please consider Online
Outlet and Final Sale purchases carefully as items marked as "Online
Outlet" or "Final sale" cannot be returned (subject to the
Australian Consumer Law). If you receive an Outlet Sale / Final Sale item that
is damaged or faulty, please contact customercare@marcs.com.au and our customer care team will be happy to assist you.
HOW TO RETURN ONLINE PURCHASES
To return your online purchase, please follow the below steps:
1. Contact customercare@marcs.com.au to obtain your Return Authorisation Number.
2. We will email you your
Return Authorisation Number, a Return Slip and a link where you can create a
free return shipment (Australia only).
3. Fill out the Return
Slip in full.
4.
Repackage your item/s and
enclose the Return Slip.
5. Post the parcel
back to us.
Once we receive your return, please allow up to 5 business days for your
return to be processed. Once the refund has been processed, depending on your
payment method or card issuer, it can take up to 10 business days for the funds
to show in your account. Please note postage is non-refundable.
RETURNING IN STORE PURCHASES
For in store and
concession purchases, we are unable to offer a refund for Sale items due to
“change of mind”. This does not affect your statutory rights.
For health reasons,
change of mind returns will not be accepted on lingerie, shoes, jewellery and
accessories. We are unable to offer returns on gift cards.
Purchases made
in store can be returned to any store. Stores cannot accept returns or
exchanges for items purchased online or from
Myer and David Jones stores.
Simply present your
receipt or proof of purchase in-store and our store staff will be happy to
assist you. Photo identification may be requested and recorded in some
circumstances. All returns must be in the original condition. The item
must not be worn, altered or washed, and must have its original tags
attached.
Refunds for faulty
merchandise will be processed using the same method of payment used to make
your purchase. Where the purchase was a gift card, a credit voucher will be
issued.
FAULTY RETURNS
Returns will be accepted on any faulty merchandise within a reasonable timeframe. If an item is faulty or
wrongly described you may request a refund, an exchange for another item, or a
store credit. This Policy does not exclude or replace your rights under any
applicable law.
If you
receive an item that is faulty or wrongly described, please contact us to
request a refund, an exchange or store credit. Faulty items can then be sent to
us to be assessed by our Quality Management team. Please note this process can
take several weeks. This policy does not exclude or replace your rights under
any applicable law.
Refunds for faulty or
wrongly described merchandise will be processed once they have been
inspected and accepted the return, using the original tender type. Debit and
credit card returns must be processed against the exact card used to complete
the original purchase.