DELIVERY & RETURNS

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DELIVERY INFORMATION

For information on the current delivery status of your order please click here for instructions to track your order.

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CHRISTMAS DELIVERY DATES

During the Christmas period, purchases made as gifts may be returned up until the 27th January 2019. Please retain your receipt as proof of purchase; items will be refunded onto the card they were purchased with, otherwise an exchange will be offered.

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DELIVERY WITHIN AUSTRALIA

*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.

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.

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DELIVERY WITHIN NEW ZEALAND

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.

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INTERNATIONAL DELIVERY

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.

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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.

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RETURNS POLICY

All returns must be made within 30 days of receipt of your order.

We are unable to offer exchanges for online orders. Refunds will be processed for all returned items.

All full priced and Sale items purchased online can be returned by post for a refund.

For standalone stores we are unable to offer a refund for Sale items due to “change of mind”.

All outlet items purchased online are not eligible for a refund for "change of mind" reasons. All outlet Sales are final. Please note this does not affect your statutory rights.

Online purchases may be returned to any of our open standalone stores (except items purchased with Afterpay), provided our usual returns policy terms are met.

Items purchased online with Afterpay must be returned to our online store.

Concessions located in a David Jones or Myer department store are unable to offer a refund or exchange on any items purchased online.

The online store cannot offer a return or refund for items purchased in a standalone store or concessions located in a David Jones or Myer department store.

Refunds will be processed in $AUD.

We are unable to process refunds in person at our head office or the online store.

We request you include your original receipt/invoice with your parcel.

All items must be returned unused, unworn and unwashed with original swing tags still attached or they may not be accepted.

For online and standalone store purchases, we will provide a refund on any full price or Sale item that is faulty or not as described.

All shoes should be returned without scratches or stains and in their original, undamaged shoe box.

Due to hygiene reasons we are unable to accept returns for swimwear, earrings and hosiery, unless they are faulty or have been sent to you by error.

When trying on clothing, please ensure that you are not wearing any fragrance, make-up or deodorant that may leave a scent or mark.

Refunds will be credited against your original method of purchase.

Please note that you will not be credited the cost of shipping as part of your return, unless the item is faulty.

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, any rewards redeemed in purchasing that item will be issued as a credit note, valid for 30 days from issue.

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RETURNING YOUR PURCHASE

Returning your purchase is quick and easy. Use the below table to understand where you can return your items.

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BOOK AN ONLINE RETURN BY POST FOR FREE WITHIN AUSTRALIA

We offer free returns by post for all online orders delivered within Australia either by ParcelPoint or Australia Post. Follow the below steps to book your return to us. Once we have received your package, please allow 10 business days for your refund to be credited to your original payment method.

FREE RETURNS WITH AUSTRALIA POST

Australia Post is an easy way to return your online purchase, giving you the option to drop off your parcel at your local Australia Post Office or red Australia Post box. If you would like to drop your return parcel at an Australia Post office or red Australia Post box, click the link below and follow the intructions to create your return label.

BOOK AUSTRALIA POST RETURN >

FREE RETURNS WITH PARCELPOINT

ParcelPoint is the new, easy way to return your online purchases. Now you drop off parcels at your local store, when it suits you. Choose from hundreds of trusted locations, open weekends and after-hours to suit your lifestyle.

If you would like to drop your parcel at one of the convenient ParcelPoint locations (like your local newsagent) choose ParcelPoint, select your desired ParcelPoint location and enter your details to obtain your ParcelPoint label.

BOOK PARCELPOINT RETURN >

ONLINE RETURN INSTRUCTIONS

1. Visit AustraliaPost or ParcelPoint to start your return.

2. You will need your original order number to book in your return. You can find this in your order Invoice email or under 'My Orders'.

3. Select a method to send your return parcel using either Australia Post or ParcelPoint Returns. Both return methods are free of charge and include tracking.

Australia Post: If you don’t have a ParcelPoint location close to you, you can choose Australia Post and drop off your parcel at your local Australia Post Office or red Australia Post box.
ParcelPoint: Select from hundreds of local stores such as pharmacies, convenience stores and newsagencies to drop off your parcel. The ParcelPoint locations are open weekends and after hours for your convenience.

4. Download and print your shipping label. Apply to your package once you have securely packed your items.

5. Drop off your parcel to to your nearest post office (only if selected Australian Post) or any store offering ParcelPoint Returns (only if selected ParcelPoint).

6. Please allow 10 business days for your refund to be credited to your original payment method.

TRACKING YOUR RETURN PARCEL

If you elected to return your parcel back to us by Australia Post, visit the Australia Post Website and enter your parcel tracking number, this will have been included on the label emailed to you.

If you dropped your parcel off at a ParcelPoint location, visit the ParcelPoint Website and enter your ‘ParcelPoint Reference’ number, which is located in the ‘Proof of Lodgement’ confirmation email.

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INTERNATIONAL ONLINE RETURNS - New Zealand and all International online orders

International Orders must be returned by post to our online store. To ensure the safe return of your parcel, we recommend you use a trackable service and retain proof of postage until your return is processed.

1.    Complete the returns form included with your order, alternatively you can print a copy here.

2.    Pack your items into the original packaging (or suitable new packaging) and ensure you include the original invoice and the completed returns form.

3.    Post the parcel back to the following address:
       Att: Marcs Customer Care
       69-73 Gow Street
       Padstow NSW 2211
       AUSTRALIA


Once we have received your item(s) we will notify you by email when it has been processed. Please allow up to 2 weeks from the confirmation date for your account to be credited. Refunds will be processed in $AUD. Please note: Any bank transactional fees charged will be incurred by the customer.

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DOWNLOAD A RETURNS FORM

Complete the returns form included with your order, alternatively you can print a copy here.

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If you have any further questions you can contact Customer Care on email at customercare@marcs.com.au or by phone on +61 2 8294 5155 or Australia only (toll free) 1800 688 290 - Monday to Friday, between 9am and 5pm (AEST).