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customercare@marais.com.auDue to a high volume of requests, we may take a few days to respond. We apologise for any inconvenience.
Customer Service
Returns & Exchanges
Thank you for shopping with MARAIS. We hope that you are pleased with your order. If for any reason you are not fully satisfied, you can return or exchange your purchase (excluding non-returnable or non-exchangeable items) within 30 days of receipt.
Items marked Final Sale are not eligible for returns or refunds for change of mind.
All physical gift cards, eGift cards, and all customised items are non-returnable and non-exchangeable.
For returns or exchanges, please follow the instructions below.
Instructions for Returns and Exchanges
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Step 1
To initiate a return or exchange, email customercare@marais.com.au with your order number (found in your order confirmation email) and the reason for the request. Please include clear photographs if reporting a fault or damage.
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Step 2
Our Customer Care team will validate your request against our Terms & Conditions. Once approved, you will receive a confirmation email along with a return shipping label and courier pickup details.
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Step 3
Place your item(s) in the original packaging with all labels and tags attached, and affix the returns label to the parcel. Hand the parcel to the courier at the arranged pickup, or drop it at the nearest depot.
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Step 4
Once we receive and inspect the returned item(s), we will email you with the refund approval or the shipment details for your exchange order. Refunds are processed in the original payment method within 3 working days of approval.
Returns conditions
Goods must be unworn, unwashed and in their original condition with all tags attached, and any boxes or packaging included where applicable. Ready to Wear, Shoes and Accessories may only be returned or exchanged once. Undergarments, socks and earrings are not eligible for return for hygiene reasons.
Personalised, monogrammed or made-to-order items are not eligible for return, exchange or refund unless the item is faulty.
Sale and Final Sale items are not eligible for return unless the item is faulty.
Exchanges conditions
Exchanges are subject to stock availability at the time of approval. Exchanges must be for an item or items of equal or higher value; any difference is paid by the customer at the time of dispatch.
Online orders, including Click & Collect, are not eligible for in-store exchanges — all exchange requests must be initiated through our Customer Care team.
Repeal policy
We monitor purchasing and return patterns across customer accounts. Where we identify a return rate exceeding seventy percent (70%) over a rolling 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.
Still need help?
Our Customer Care team is here to assist with anything you need.
Call Us
+61 4 8882 9973Mon — Fri, 9am — 5pm AEST