Refund Policy

Returns & Refund Policy

At Marlowe the Label, we want you to feel confident when shopping with us. If something is not quite right, our team will work with you to find the most suitable solution.

This policy applies to purchases made directly through the Marlowe the Label online store.

30-Day Returns

We offer a voluntary 30-day return policy, beginning on the date your order is delivered.

If you change your mind, order the wrong size or decide that an item is not right for you, you may request a return within this period, provided the item meets the return conditions below.

Before sending anything back, please contact us at [SUPPORT EMAIL] and include:

Your order number
The item or items you wish to return
The reason for your request
Photographs, where relevant

In many cases, we may be able to arrange an exchange, replacement, store credit or another solution without requiring you to return the item.

All returns must be approved before they are shipped. Returns sent without prior authorisation may not be accepted.

Once your return has been approved, our team will provide the correct return address and complete shipping instructions.

Return Conditions

For a voluntary change-of-mind return to be accepted, the item must:

Be unworn, unused and unwashed
Be in its original condition
Have all original tags attached, where applicable
Have all hygiene seals or protective stickers intact
Be free from makeup, fake tan, deodorant, perfume, marks, stains and odours
Be returned in its original packaging wherever reasonably possible
Not have been altered, damaged or modified after delivery
Have received return authorisation from our customer support team

Please take care when trying on garments.

Returns that do not meet these conditions may be declined or, where legally permitted, receive a reduced refund reflecting any loss in value.

These conditions apply to voluntary change-of-mind returns and do not limit any rights you may have for faulty, damaged, unsafe or incorrectly supplied products under the Australian Consumer Law.

Items Excluded From Change-of-Mind Returns

For hygiene and safety reasons, the following items cannot normally be returned because of a change of mind:

Lingerie and underwear
Bodysuits
Swimwear with a removed or damaged hygiene seal
Accessories intended for personal or hygienic use
Gift cards
Personalised or custom-made products

These exclusions do not apply where an item is faulty, damaged, unsafe, incorrectly supplied or otherwise covered by the Australian Consumer Law.

Return Shipping and Customs

For change-of-mind returns, including sizing or preference-related returns, the customer is responsible for the return shipping cost.

We strongly recommend:

Using a tracked shipping service
Keeping your tracking number and postage receipt
Using a carrier that supports international customs clearance
Completing all customs documents accurately

For international returns, customs duties, taxes or carrier handling charges may apply. For voluntary change-of-mind returns, these charges are the customer’s responsibility.

Marlowe the Label cannot be responsible for return parcels lost or damaged while being shipped by a carrier selected by the customer.

These responsibilities do not apply in the same way to products confirmed as faulty, damaged or incorrectly supplied. In those circumstances, Marlowe the Label will provide a prepaid return label or reimburse reasonable return shipping costs, as appropriate and as required by law.

We do not charge hidden return, restocking or handling fees.

About Our Return Address

Marlowe the Label works with an international fulfilment partner to process and dispatch orders.

Approved returns are sent directly to our international fulfilment centre. This is a standard operational arrangement for many online retailers and does not affect your rights under the Australian Consumer Law or our voluntary 30-day return policy.

Because our return facility is located internationally, customers should contact us before sending anything back. Our team will confirm the appropriate return address and provide the required instructions.

Return Address

Company: [FULFILMENT PARTNER COMPANY NAME]
Address: [FULL RETURN ADDRESS]

Please do not return products to our business or administrative address unless our customer support team has expressly instructed you to do so.

Returns sent to an unauthorised or incorrect address may not reach our fulfilment team and may be returned to the sender.

Order Cancellations and Changes

Orders are processed quickly so that they can be dispatched as soon as possible.

You may request a free cancellation within 3 hours of placing your order. Contact us immediately at [SUPPORT EMAIL] with your order number.

After this period, the order may already have entered processing and cancellation cannot be guaranteed. We will nevertheless do our best to assist.

Changes to the size, colour or delivery address may be possible before dispatch. Any approved change may restart the order processing timeframe.

If the order has already been dispatched, you may request a return after delivery in accordance with this policy.

The 3-hour cancellation period is an operational processing window and does not limit any non-excludable rights available under applicable law.

Damaged, Incorrect or Incomplete Orders

Please inspect your order as soon as it is delivered.

If your parcel arrives damaged, contains the wrong item or is incomplete, contact us within 7 days of delivery, where reasonably possible.

Please include:

Your order number
A description of the problem
Clear photographs of the item
Clear photographs of the packaging and shipping label

Once the issue has been verified, we will provide an appropriate remedy, which may include a replacement, refund, store credit or another solution available under Australian Consumer Law. If a return is required, Marlowe the Label will cover the reasonable return shipping cost.

The 7-day notification period helps us investigate delivery-related claims with our fulfilment and shipping partners. It does not remove or reduce any rights you may have under Australian Consumer Law.

Faulty Products

Products should be of acceptable quality, match their description and be suitable for their intended purpose.

If a fault appears after you begin using or wearing an item, contact us as soon as reasonably possible at [SUPPORT EMAIL]. Include your order number, an explanation of the fault and clear photographs or video where helpful.

Marlowe the Label may assess the product before providing a remedy.

Where a product has a major failure, you may be entitled to choose between a refund and replacement. For a minor failure, we may first provide an appropriate repair or another remedy permitted by Australian Consumer Law.

Our voluntary 30-day return period does not limit statutory consumer guarantees that may continue to apply after those 30 days.

Exchanges and Size Replacements

Size and colour exchanges may be requested within 30 days of delivery, subject to product availability and the return conditions in this policy.

Our size replacement service is available for a flat fee of AU$29.95, which includes delivery of the replacement item.

Depending on the item and circumstances, you may not need to send the original product back. Our team will explain the available options and confirm any applicable fee before charging you.

If the requested replacement is unavailable, we may offer another size or colour, store credit or a refund, depending on the circumstances.

No replacement fee applies where the original item was faulty, damaged or incorrectly supplied.

Refunds

Once an authorised return reaches our fulfilment centre, we aim to inspect it within 7 business days.

We will notify you after the inspection and confirm whether the return has been approved.

For an approved voluntary return, you may choose:

A refund of the eligible item value to your original payment method; or
Store credit for the eligible item value, plus a 10% bonus

Refunds to the original payment method will normally be processed within 7 business days after approval. Your bank or payment provider may require an additional 3–5 business days for the funds to appear.

Original shipping charges, where applicable, are not refundable for change-of-mind returns. This does not apply where a refund of shipping charges is required by law.

If 15 business days have passed since your refund was approved and you have not received it, please contact us at [SUPPORT EMAIL].

Store Credit

Store credit:

Is added to your customer account
Can be used on future Marlowe the Label purchases
Does not expire
Cannot be redeemed or exchanged for cash
Becomes final once accepted and issued, except where otherwise required by law

You must be signed in to the relevant customer account for the credit to appear at checkout.

Choosing store credit instead of another remedy is always optional where Australian Consumer Law gives you the right to a monetary refund.

Promotional Discounts and Partial Returns

If your order received a multi-buy, bundle or promotional discount and you return only part of the order, your refund may be recalculated based on the products you keep.

If the remaining products no longer meet the conditions of the original promotion, they will be charged at the price that would have applied without that promotion. The resulting difference will be reflected in the refund calculation.

This adjustment is not a restocking or return fee. It simply recalculates the original promotion based on the final items retained.

Failed, Refused and Unclaimed Deliveries

If a delivery is refused, unclaimed or unsuccessful and the parcel is returned to our fulfilment centre, please contact us so we can review the situation.

Where possible, we may arrange redelivery. Additional delivery charges may apply if the delivery failed because an incorrect or incomplete address was provided, the parcel was refused or it was not collected in time.

If redelivery is not possible, we will assess the returned item and determine the available refund or store credit. Reasonable shipping or customs costs incurred because of a customer-caused failed delivery may be deducted where legally permitted.

This section does not limit your rights where the delivery problem was caused by Marlowe the Label, our fulfilment partner or the carrier.

Delayed or Lost Orders

Delivery dates are estimates and may be affected by carrier delays, customs processing, weather, peak periods or other circumstances outside our direct control.

If your order is delayed, contact us at [SUPPORT EMAIL] so we can investigate with the carrier.

If a parcel is confirmed lost in transit, we will offer an appropriate solution, such as:

A replacement at no additional cost; or
A refund if a replacement is unavailable or where otherwise required by law

Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement, refund or other remedy if a product:

Is faulty or unsafe
Is not of acceptable quality
Is substantially different from its description or images
Does not perform as represented
Is not fit for a disclosed purpose

For a major problem, you may be entitled to choose a refund or replacement. For a minor problem, Marlowe the Label may first provide a repair or another appropriate remedy within a reasonable time.

When a product is confirmed to have a fault, Marlowe the Label will reimburse reasonable return shipping costs already paid by the customer, where required by law.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.

Our voluntary 30-day change-of-mind return policy is provided in addition to these statutory rights.