At Marlowe the Label, we want payment to be simple, secure and transparent. This Payment Policy explains which payment methods may be available, when a payment is processed and what to do if something does not look right.

1. PAYMENT METHODS

Depending on availability at checkout, we may accept:

• Visa;
• Mastercard;
• American Express;
• PayPal;
• Shop Pay;
• Apple Pay; and
• Google Pay.

The payment methods displayed at checkout are the methods currently available for your order. Availability may depend on your device, browser, location and the settings of the relevant payment provider.

Digital wallets and accelerated checkout services may use payment and address information that you have previously saved with your device, wallet provider or Shopify. Their use may also be subject to the provider’s own terms and privacy policy.

2. CURRENCY

All prices and transactions on our website are in Australian dollars (AUD), unless we clearly state otherwise.

If your card or payment account was issued outside Australia, your bank or payment provider may convert the transaction into another currency and charge a foreign transaction or currency conversion fee. Any such conversion, rate or fee is determined by that provider and is not charged or controlled by Marlowe the Label.

3. PRICES, TAXES, SHIPPING AND FEES

Displayed prices include GST and other applicable taxes where required. Any delivery charge, optional service or other amount payable to Marlowe the Label will be clearly displayed before you complete checkout.

We offer free standard shipping on eligible Australian orders of AU$69 or more. For orders under AU$69, the applicable flat standard shipping rate will be shown at checkout. Please review our Shipping Policy for full details.

We do not add hidden payment or handling fees after you have confirmed your order. Your bank, card issuer, PayPal or another payment provider may separately charge fees under its own terms.

4. WHEN PAYMENT IS TAKEN

Your payment method is normally authorised or charged when you place your order. By completing checkout, you confirm that you are authorised to use the selected payment method and authorise us and our payment providers to process the total displayed at checkout.

If we cannot accept or fulfil all or part of your order after payment has been taken, we will notify you and refund the affected amount to the original payment method. Nothing in this policy limits any rights you may have under the Australian Consumer Law.

5. AUTHORISATIONS AND PENDING HOLDS

Your bank or payment provider may place a temporary authorisation hold on your account when you attempt to pay. A pending authorisation may appear even if an order is not successfully completed.

If the payment is not captured, the hold will normally be released automatically by your bank or payment provider. The timing is controlled by that provider, so Marlowe the Label cannot manually remove or accelerate the release of an uncaptured authorisation.

To avoid multiple pending holds, please do not repeatedly submit the same payment. If you are unsure whether an order was successful, check for an order confirmation email or contact us before trying again.

6. FAILED OR DECLINED PAYMENTS

If a payment fails or is declined, please:

• Check that the card number, expiry date, security code and billing address are correct;
• Confirm that sufficient funds or credit are available;
• Ask your bank or payment provider whether the transaction has been blocked;
• Try another payment method displayed at checkout; or
• Contact us at [SUPPORT EMAIL] if you continue to experience a problem.

An order is not successfully placed until the checkout is completed and an order confirmation is issued. A pending bank authorisation by itself is not confirmation that we have accepted an order.

7. PAYMENT SECURITY

Payments are processed through Shopify and/or secure third-party payment providers. Complete card details are transmitted directly to the relevant payment provider and are not directly received or stored by Marlowe the Label.

For security reasons, we cannot accept complete card details by email or use a card number sent in a customer service message. We also cannot transfer a payment from one card or account to another after an order has been placed.

Marlowe the Label will never ask you by email, telephone or direct message to provide your complete card number, card security code, online banking password or one-time banking authentication code. If you receive a suspicious request claiming to be from us, do not provide the information and contact us using the details published on our website.

8. FRAUD PREVENTION AND ORDER VERIFICATION

Shopify, our payment providers and Marlowe the Label may screen transactions for signs of fraud, unauthorised use or other security risks.

If an order requires verification, we may temporarily hold processing and contact you using the details supplied at checkout. We may ask you to confirm limited order, billing or identity information, but we will not ask for your complete card number or security code.

We may decline or cancel an order that we reasonably cannot verify or believe may be unauthorised or fraudulent. If we cancel an order after payment has been taken, we will refund the affected amount to the original payment method.

9. ORDER CONFIRMATION

After a successful checkout, we will send an order confirmation to the email address you provided. Please check your spam, junk or promotions folder if it does not appear in your inbox.

An automated confirmation acknowledges that we have received your order. Acceptance remains subject to payment verification, stock availability and the order conditions set out in our Terms of Service.

10. DISCOUNT CODES AND PROMOTIONS

Where a discount code is required, it must be entered and successfully applied before you complete checkout. The order summary will show whether the discount has been accepted.

Discounts and promotions may be subject to eligibility periods, minimum spending requirements, product exclusions and limits on combining offers. Unless the promotion expressly states otherwise, multiple discount codes cannot be combined.

If you believe a valid advertised discount did not apply, contact us before completing checkout where possible. We cannot guarantee that a discount can be applied retrospectively after an order has been submitted, except where required by law or the applicable promotion terms.

11. PRICING OR CHECKOUT ERRORS

If an obvious pricing, discount or checkout error affects your order, we will contact you before dispatch where reasonably possible. You may choose to proceed on the corrected terms or cancel the affected item for a full refund.

We will not charge you more than the total you agreed to at checkout without your express agreement. This section does not limit your rights relating to misleading pricing or other rights under applicable law.

12. DUPLICATE OR UNRECOGNISED TRANSACTIONS

More than one unsuccessful payment attempt can create multiple temporary authorisation holds. These are not necessarily duplicate completed charges and will generally expire in accordance with your bank or payment provider’s timeframe.

If you believe you have been charged twice, or do not recognise a completed charge from Marlowe the Label, contact us promptly with your order number and a description of the transaction. Do not send complete card details or security codes.

13. REFUNDS AND STORE CREDIT

Unless you agree to receive store credit or applicable law permits otherwise, an approved monetary refund will be returned to the original payment method. We cannot redirect a card refund to another card, bank account or payment account.

For an authorised return, we aim to inspect the item within 7 business days of its arrival at our return facility. Once a refund is approved, we aim to process it within 7 business days. Your bank or payment provider may then require an additional 3–5 business days, or another period under its own processing rules, for the funds to appear in your account.

Refund timing and eligibility are explained in full in our Returns & Refund Policy. Your rights under the Australian Consumer Law remain unaffected.

14. PAYMENT DISPUTES AND CHARGEBACKS

If you believe a transaction is incorrect, please contact us first where possible so we can investigate and attempt to resolve the issue promptly.

If you lodge a payment dispute or chargeback, we may provide the relevant payment provider with order, delivery, communication and transaction records needed to respond to the claim. Our handling of personal information is explained in our Privacy Policy.

Nothing in this section prevents you from contacting your bank, card issuer, payment provider or a consumer protection body, or from exercising any right available under applicable law.

15. QUESTIONS ABOUT A PAYMENT

If you have a question about a payment, pending authorisation, refund or transaction shown on your statement, please contact us:

Store name: Marlowe the Label

Email: [SUPPORT EMAIL]

Customer support hours: [SUPPORT DAYS AND HOURS]

Time zone: [TIME ZONE]

Please include your order number and a brief description of the issue, but never send your complete card number, card security code or online banking password.

We aim to respond to customer enquiries within 24 hours during our normal support hours.

Last updated: 13 September 2026