DELIVERY & RETURNS

The safety and wellbeing of our customers, people and partners is our number one priority and we are taking steps to allow you to continue to shop if you wish, without worry.

Our online store remains open and all online orders will be processed for shipment. Our distribution center and carrier networks are open and operational, however you may experience delays as a result of the additional safety measures we are employing to help protect you our customers and our teams.

Free standard delivery available on orders over $150. There may be slight delays in delivery due to the current circumstances so please allow an extra 1-2 days for your order to be dispatched. We will endeavor to deliver orders as soon as possible. We thank you for your patience.


You can follow the tracking link in your order confirmation email to check on your order status and if in doubt please our Customer Care team via Live Chat or email customercare@marcs.com.au.


Our delivery partner will no longer require a signature on delivery, allowing them to drop your parcel at the door without contact.

We are monitoring and following the government and World Health Organisation protocol and acting as required.

Our Customer Care team are available to meet your needs and answer any questions you may have.

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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.

Please note: In relation to COVID-19, to protect the health and safety of staff and limit contact when delivering orders, all parcels will no longer require a signature for delivery or collection.

In all cases, whether a driver or postie delivers to the door or a customer goes in to their local Post Office to collect a parcel, an Australia Post staff member will ask and record the customer’s name and sign on their behalf.

The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter.

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. Charges for returned itmes (including postage, duties and taxes) are the responsibility of the customer.

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%). Items for delivery to countries outside of Australia may be subject to customs duties and taxes levied by the destination country. For any parcel shipped outside of Australia, you as the recipient will be liable for all import duties, customs and local sales taxes levied by the country you are shipping to. If you refuse your delivery, you are responsible for the original delivery charges, any applicable tax and duties charges, and the cost of returning the package. 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 at customercare@marcs.com.au.

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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.



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 Credit Card, Afterpay or Paypal cannot be returned in store and must be returned by post.

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. Please note all purchases made via the online store must be returned via the online store.

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 MARCS Broadway. 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.