Returns Policy

Returning Your Products

The MARAIS Group offers refunds and exchanges on products purchased within 14 days of purchase, subject to the following terms. Proof of purchase must be provided. Ready to Wear, Shoes and Accessories may only be returned or exchanged once, excluding Undergarments, Socks and Earrings. Goods must not be worn or washed, and all original labels, including price tags, must be attached, with boxes and packaging included where applicable.

Personalised, monogrammed or made-to-order items, including any item that has been altered to your specifications, are not eligible for return, exchange or refund unless the item is faulty.

Online orders, including Click & Collect, are not eligible for in-store returns or exchanges. All return requests must be initiated according to the instructions stated under the “Refunds & Exchanges Procedure” section. The MARAIS Group does not provide return or exchange services for any sale items at any time unless the item is deemed faulty, subject to the Terms and Conditions presented at the point of purchase. The same applies to archive items unless the item is deemed faulty and this was not made readily known to the customer before purchase.

International returns must be sent from the country to which the Order was originally shipped. We are unable to accept returns dispatched from a different country.

The MARAIS Group does not provide refunds, returns or exchanges if we find evidence of fraud, refund abuse, change of mind (including items purchased as gifts) or other manipulative behaviour that entitles MARAIS to a corresponding counterclaim. The MARAIS Group does not provide refunds on gift certificates issued via our website unless required by law. Exchanges must be made to an item or items of equal or higher value.

We monitor purchasing and return patterns across customer accounts. Where we identify a return rate exceeding seventy percent (70%) over a rolling twelve (12) month period, we reserve the right to limit, suspend or refuse future Orders at our discretion. Nothing in this clause limits or excludes any non-excludable rights you have under the Australian Consumer Law.

The Client is responsible for the return shipping costs, which will be deducted from the Client’s final refund amount. The applicable return charges are shown below:

Returns within Australia	International Returns
Flat charge of AU$15	Flat charge of AU$50

* In the event that the returned goods are claimed to be faulty, we will cover the return shipping costs, provided we deem the claim to be valid.

Please note that SALE and FINAL SALE items are not eligible for return unless the item is faulty. We do not offer returns or refunds on gift certificates issued via our website unless required by law.

Online orders, including in-store pickups, are not eligible for in-store returns or exchanges, and all return requests must be initiated as outlined in the Return Procedure section.

Refunds Policy

Once the product has been returned, our Customer Care team will send an email confirming receipt of the goods. The team will then notify the Client via a separate email regarding the approval or rejection of the refund request.

If a Client is entitled to a refund under the Terms of Service stated in the Returns section, our team will process the refund within a reasonable timeframe. All refunds will be processed in the same manner in which the original payment was received, and all refunds will be made in Australian dollars.

Refunds will be processed within three working days from approval. If the Client does not receive funds within three working days, we recommend contacting the relevant bank or credit-card provider, as processing delays may occur before the refund is officially released. If the issue persists, please contact our Customer Care team at customercare@marais.com.au.

Duties and taxes will not be included in the refund amount unless the item is faulty.

Where the Order was paid in a currency other than Australian dollars, the refund will be processed in the original payment currency. Any difference in the refund amount due to exchange rate fluctuations between the date of the Order and the date of the refund is not reimbursable.

Refunds & Exchanges Procedure

To request and arrange a refund or exchange, please contact us at customercare@marais.com.au and provide your order number (found in your Order Confirmation email), the reason for your refund request — for example, sizing — and, where applicable, evidence of any fault or damage to the goods, including clear photographs showing the defects.

Once our Customer Care team receives your refund or exchange request, it will be validated according to our Terms & Conditions. Upon approval, our team will send a confirmation email along with a return shipping label and courier pickup details.

Returns Involving Promotion Codes

Where a promotion code or discount has been applied to an Order:

• If the entire Order is returned, the full amount paid will be refunded. Where the promotion code was a one-time use, it will not be reissued.
• If only part of the Order is returned, the value of the promotion code will be reapportioned across the items kept and only the net amount paid for the returned items will be refunded. Where this would reduce the kept items below the minimum spend required for the promotion to apply, MARAIS reserves the right to deduct the original promotional benefit from the refund.
• Promotion codes issued as part of a marketing or sales campaign cannot be replaced, refunded or transferred.