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Exchange & Returns Policy

Exchange & Returns Policy

EXCHANGES

 

MARAIS provides exchanges for Goods purchased on a MARAIS Sale Platform and in Store within 7 days of purchase, subject to the following terms: 

  • Exchanges are only available for ready to wear, shoes and accessories (excluding earrings and undergarments) for the purpose of changing sizes. Such Goods may only be returned or exchanged once.
  • Goods must not be worn, with all original labels, price tag, box and packaging.

MARAIS does not provide refunds, returns or replacements for change of mind or fraudulent requests.

 

MARAIS does not provide returns or exchange services to any sale items at any times unless the item is deemed faulty, as subject to Terms and Conditions prior to the point of purchase.

 

If you believe you are entitled to a refund, return and replacement of Goods under these Terms of Service, please contact us at customercare@marais.com.au and provide the following details:

  • proof of purchase of the Goods (such as a receipt); and
  • (if applicable) evidence of the fault or damage with the Goods (including photographs if you contact us by email, including sufficient photographs to clearly demonstrate the defects).

 

 

RETURNS

 

To return Goods in respect of which you claim a refund, return or replacement you should mail your Goods to:

 

MARAIS Enterprises Pty Ltd, 73-77 Bourke St, Melbourne VIC 3000, Australia 

 

For returns of bags and accessories, you must include all designer packaging such as authenticity cards, dust bags, price tags and leather tags with the returned Goods. 

 

For returns of shoes, please return all items, including the dust bag and box.

 

For returns of fine jewellery, please return all items with the presentation box, protective packaging and any designer cards or/and tags included whichever came with the Goods.

 

If you are entitled to a refund under these Terms of Service, we will process the refund within a reasonable time of agreeing to do so. Any refund will be processed in the same manner in which payment was received.

 

We do not offer returns or refunds of gift certificates issued via our website unless required by law.

 

You are responsible for the delivery costs to return Goods to us in respect of which you claim a refund, return and replacement. We will reimburse your reasonable postage or transportation costs of returning the Goods to us if the Goods if we accept your claim provided you supply receipts for all delivery charges paid by you.

 

If you are entitled to replacement Goods under these Terms of Service, the delivery time for the replacement Goods will vary depending on where you live. 

 

If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

 

REFUNDS

 

If you request a refund, once your return is received and inspected, we will send you an email to notify you that we have received your returned Goods. We will separately notify you of the approval or rejection of your refund. 

 

If we determine that you are entitled to a refund under these Terms of Service or the Australian Consumer Law, we will process the refund within a reasonable time of agreeing to do so. Any refund will be processed in the same manner in which payment was received.

 

If you are entitled to a refund under these Terms of Service, your refund will be processed, and a credit will automatically be applied to your credit card or bank account of your original method of payment, as soon as reasonably practicable. If your purchase was made using cash, we will refund your purchase by applying a credit to your nominated credit card or bank account. All refunds will be made in Australian dollars.

 

If we approve a refund and you have not received the funds, first check your bank account again. You should then contact your credit card company, it may take some time before your refund is officially posted. The next step is to contact your bank. There is often some processing time before a refund is posted. If you have done all of these and you still have not received your refund yet, please contact us at customercare@marais.com.au.

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