RETURNS
Returns
Marlo happily offer refunds, store credit or exchanges on all full-priced purchases when a Returns Request is made through our returns portal within 14 days of receiving your order.
Products must be returned in a saleable condition i.e. clean, tags attached, in original packaging.
Any products that have been worn, damaged, altered or washed will not be accepted and be returned automatically to the customer.
Any products that are returned within 14 days and have not been processed through our returns portal will automatically receive a store credit.
Marlo reserves the right to reject returns sent or communicated beyond the 14 days return period limit, or items which are not in the same condition in which they were received.
Please note: Please note all customers returns are reviewed and monitored. If you have: (i) returned more than AUD$1,000 of merchandise in the last 12 months, and (ii) sent back over 80% of the value of your purchases made in the last 12 months, your account will be subject to a modified return policy. While we will still accept back returns under the modified return policy your returns will be subject to a 15% restocking fee.
Refunds / Store Credit
Refunds are reversed onto the original form of payment i.e. PayPal account or credit card used.
Depending on your credit card provider, refunds may take 3-10 business days to appear on your bank statement.
The total amount of the refund will be minus any shipping charges.
Alternatively we can also provide a credit note in the form of a discount code which is valid for 6 months. Only one discount code can be used per order.
Exchanges
Exchanges can only be made for the same style and price of your original purchase through our returns portal. If you require an alternate style please kindly email customercare@marlokids.com for assistance.
Exchanges are subject to availability once your return arrives at our Warehouse.
We are unable to process exchanges on already exchanged orders. Please kindly return for store credit or refund. With this store credit or refund, you can repurchase your desired style or size.
End of Season Sale
Items purchased during the End Of Season Sale are
marked as FINAL SALE and are not eligible to be returned unless the product is faulty. Refunds or exchanges will not be offered for these items.
Outlet Sale (FINAL SALE)
Items marked as FINAL SALE in our Outlet are priced to clear, and are not eligible to be returned unless the product is faulty. We kindly ask you to consider this before committing to a purchase.
Please note, sale markdowns cannot be retrospectively applied to previous orders.
Returns Process
To create a return, you will require your order number and email address and then visit our Returns Centre by clicking HERE and follow the steps.
Please then wait for an email to be sent to your inbox which will outline the next steps for your return. Also kindly ensure you check your junk box.
Please click here to download the returns slip. Print this, fill out the information on the slip and ensure this is packaged with the items you are returning.
We recommend using a registered and trackable method of return shipment and note we do not accept liability for lost returns.
Your return will be assessed and, if passed, will be reversed onto your original form of payment.
Original shipping charges and duties and taxes are non-refundable and charges for returned items are the responsibility of the customer.
Processing Time For Returns
Please allow up to 10 business days for your return to be processed.
Faulty Items
Faulty items are rare, but when they occur we sincerely apologise for any inconvenience caused. Visit our Returns Centre by clicking HERE and follow the steps. Please note that you will be required to upload an image and provide further explanation of the issue so that our Customer Care team can work with you to resolve it as soon as possible.
Please wait for an email to be sent to your inbox once this has been done. Also kindly ensure you check your junk inbox.
Gift Cards
Gift Cards can not be returned.
Colours
We have made every effort to correctly display the colours of our products on our website. However, due to the fact that we use flash photography, as well as the inevitable variances between computer and mobile screens, we cannot guarantee that your device will display a colour which is completely accurate.
Swimwear
Please wear under garments when trying on swimwear and do not remove the plastic protective film. Returns of swimwear will not be accepted if this film has been removed or the garment has been soiled.
Shoes
Please try on all footwear on a carpeted surface before general wear. Returns of footwear will not be accepted if the product has scuff marks or the original show box is damaged.
Jewellery
Due to hygiene reasons, we do not accept returns for earrings
Cancellations
If you have changed your mind and would like to cancel an order, please contact our Customer Care team at customercare@marlokids.com as soon as possible. Please note that orders which have already been shipped cannot be cancelled.