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Frequently asked questions

Rewards

  • Birthday Rewards Policy

    • Members must provide their birthday details (DD/MM/YYYY) prior to their birthday in order to receive the $20 Birthday Reward.
    • Members are eligible for 1 Birthday Reward in any 12 month period and will be notified of their reward via email or occasionally via sms.
    • Birthday Rewards will be issued to eligible members at the beginning of each month to members whose birthday falls in that month.
    • Birthday rewards are held on the Marcs point of sale system until redeemed or expired. The expiry date will stated on the email or sms. Rewards must be used before this date else they will be forfeited.
    • Birthday Rewards may only be redeemed once, cannot be used in conjunction with any other offer, are not transferable, are not redeemable for cash, cannot be redeemed on gift vouchers, postage or alterations, and cannot be redeemed in outlet stores.
    • Your Marcs Insight Birthday Reward can be redeemed online, in MARCS standalone stores and at MARCS within Myer and David Jones stores.
    • To redeem online, sign in, proceed to checkout, on the billing and payment page a pop up will appear with your reward amount, hit GO and your full reward will be deducted from your order. Rewards are non-transferable and may be redeemed once. Your Birthday Reward will expire on the expiry date stated on the email or sms, unless redeemed prior.

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

    Online – Login to your online account or register for a new account by entering the fields requested. Navigate to the 'My Rewards' section and you will be able to see your total rewards balance. It will usually take up to 24 hours for your points to show online but in some cases it may take up to 72 hours for your points to be updated after a purchase.

    In-store – Your points balance will be printed on the bottom of your receipt each time you make a purchase in-store. Alternatively, ask one of our friendly staff members in-store and they will be able to help you.   

  • Can I redeem my Loyalty Rewards online?

    Yes. If you have accumulated rewards and are eligible, you will see your rewards balance at the checkout under Loyalty Rewards. You will need to be logged in to your MARCS account to access your rewards. You can select the amount you wish to redeem and select 'Apply' to apply the rewards to your order.

  • Can I redeem my Loyalty Rewards In Store?

    1. Visit your MARCS Broadway location.* 
    2. Shop our latest range. 
    3. Quote your member number (found on your reward notification email) to a MARCS team member in store and we’ll apply it to your purchase at the register. 

     *Please note that earning and redeeming rewards in store is only available at stores within Australia.

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

    Standard Delivery within Australia is currently free for orders over $150 AUD. For orders under $150 AUD, Standard Delivery is $10 AUD. Limited time only. We use Australia Post Parcel Post, providing delivery in 2-5 business days after the order has shipped. Express delivery within Australia is offered at a flat rate of $15 AUD. International shipping (excluding New Zealand) is offered at a flat rate of $30 AUD.

Returns

  • How do I return my order?

    You will need to contact our Customer Care team to obtain a Return Authorisation Number, return slip and a link to create a free return shipment label (Australia only). Please view our Returns Policy for more information.

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

    Once your parcel has been received by our Warehouse team, please allow 10 business days for your refund to be credited to your original payment method.

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

    For customers outside of Australia, we recommend that you use a tracking option on your parcel as we will not be able to trace your parcel for you.

    Once MARCS receives 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 David Lawrence 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.

Shopping Online

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

    Make sure you apply the promotion code when you reach ‘My Bag’ or checkout. Enter the code and select 'Apply' to apply the promotion code 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.

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

    You can reset your password here. If you do not receive the email to reset your password within a few minutes please check your junk or spam 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 1800 100 366 (toll free if calling in Australia), or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW).

  • What currency does MARCS use?

    All prices are in Australian Dollars, including GST.

  • What payment methods do you accept?

    We accept credit card payments (using VISA, MasterCard or AMEX), Paypal, Afterpay and Zip. For credit card purchases, your card will be debited once the order is placed. Please note the transaction will appear on your statement as David Lawrence or FSS Retail (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.

Customer service

Have a question you can’t find the answer to?

Phone 1800 688 290
Email customercare@marcs.com.au