FAQ

Find answers to frequently asked questions about Julius Marlow online. Get all the information you need to shop with confidence.

Orders & Delivery

How much does shipping cost and how long will it take for my order to arrive?

We offer free standard shipping on all Australian orders over $99.00; Australian orders below this value are charged at a flat rate of $9.95. Express shipping is available at a flat rate of $14.95. Your products are shipped from our warehouse in Victoria and our standard shipping option delivers in 2-6 business days for most Metro and inner-regional postcodes, excluding WA. In busy trading periods, orders may take longer due to high volumes. 

For NZ Shipping we use Australia Post and NZ Post. All New Zealand orders are charged at a flat rate of $15 (AUD). Products are shipping from Melbourne, Australia and will be delivered in 10 - 15 business days, depending on region. In busy trading periods, orders may take longer due to high volumes.

Orders will normally be packed and dispatched within 2-4 Business days. In busy trading periods, orders may take longer due to high volumes. Once dispatched with Australia Post, expected delivery times for each region are as follows:

Express Shipping

  • 1-2 business days – Victoria
  • 1-3 business days NSW, ACT, SA & QLD metro and most regional areas*
  • 2-5 business days WA, NT, Tasmania*

Standard Shipping

  • 2-3 business days Victoria
  • 2-6 business days NSW, ACT, SA & QLD metro and most regional areas*
  • 3-10 business days WA, NT, Tasmania*
  • 10-15 business days NZ*

Above Delivery times are average estimates. For the most up to date information, please see the Australia Post Website.

*Outer-regional areas may experience slightly longer shipping times

How do I track my online order shipment?

You will receive a shipping confirmation email to let you know you order is on its way to you! This will contain a click through link to your tracking details with Australia Post, as well as your tracking ID. Please kindly note it may take up to 24 hours for your tracking to be valid with Australia Post.

I have not received my online tracking. What should I do?

You will receive an order tracking confirmation email once your parcel is on its way to you. This will be emailed to the email address used on your order. Please check your junk mail folder in case it accidently ends up there. If you have not received your tracking email or are having issues accessing the link, please contact our support team at support@hushpuppies.com.au for further assistance.

I have not yet received my online order. Where is it?

Please be patient, orders can take some time to be delivered depending on your location and any current delays with Australia Post. You can track your parcel using the tracking link provided to you via email.

I only received part of my order, where are the rest of my items?

Sometimes our orders are shipped in multiple packages. Make sure to check your email as we may send multiple dispatch notifications with additional tracking information.

If it has been over 10 days since your first delivery, or your order was not sent in multiple parcels and you are missing items, please contact our customer service team here.

Can I change or cancel my order after it has been placed?

Unfortunately, once an order has been submitted, we are unable to make any cancellations or amendments. We apologise for any inconvenience this may cause. If you would like to request a return for your order, you can do so here.

Can I update my delivery address after my order has been placed?

Unfortunately, we are unable to make any changes to delivery addresses once the order has been placed.

Once you receive your tracking information for your order, you can request a redirection to a new address with the Australia Post website.

I'm not sure if I've successfully completed my order?

When you have successfully completed your order, you will receive a confirmation email within 15 - 30 minutes. If you don't receive an email, please get in touch with our customer service team. Be sure to check your spam/junk folder first.

What if I am not home when my Online order arrives?

All of our parcels are sent with Authority to leave. Australia Post will determine if there is a safe and secure location to leave your parcel at the delivery address. If they deem that there is not a safe spot to leave the parcel, they will deliver the parcel to the nearest Post Office and leave a collection card of attempted delivery. You will then need to visit the declared post shop to collect your parcel. Please take your ID and the collection card with you. Please also check your tracking details (provided in your shipping confirmation emailed to you) for further updates.

My parcel has been declared return to sender. How can I resolve this and find out where my parcel is?

If you notice that Australia Post have been unable to deliver your parcel as declared "return to sender" on your tracking information (this can occur from time to time if the address is invalid, the person is unknown at the address or if the delivery driver has been unable to access the premises), please contact our online support team here for a resolution process.

Can I leave special delivery instructions for my online order?

Unfortunately, we are unable to process any special delivery requests for online orders. Once you receive your tracking information, you will be able to specify any additional delivery instructions via the Australia Post website.

Do you deliver to PO Boxes and Parcel Lockers?

Yes, we do deliver to PO Boxes and Parcel Locker with Australia Post. Please ensure to also enter the valid street address of the PO BOX or Parcel Locker at the checkout.

Do you ship internationally?

We currently offer shipping Australia and New Zealand Wide. Please find out full delivery policy here.

Product Information

What are Julius Marlow Shoes made from?

Our product materials vary depending on the style. All of our products have a “Materials & Details” section on the product page which lists all the materials used for that specific style.

What size am i? Do you have a size guide/conversion chart?

On each product page you can click through to our size conversion chart.

Alternatively see our full size guide here.

How do I care for my new Julius Marlow shoes?

We know you want your favourite shoes to last for a long period of time so here is some tips for taking care of them. Our shoes are made to be worn, storing your shoes for an extended amount of time can result in the breakdown of your shoes. If you had any specific care questions, please feel free to email our team at support@juliusmarlow.com.au for further assistance.

Please be aware different materials and leathers do require different types of care and we recommend checking specific care instructions first.

  • We suggest using a rain and stain repellent to protect your leather, Suede and Nubuck from dirt and moisture.
  • Use a cleaner and conditioner to prolong the life of smooth, oiled leather.
  • Cleaning - On a regular basis, brush away any surface dirt with a soft brush.
  • Drying - Open footwear fully, remove the insole and laces and dry at room temperature. Never expose to heat!
  • Conditioning - Recommended treatment depends on construction and materials of the footwear (most treatments do alter colour and appearance).
How should I store my shoes?

Shoes are made to be worn! Storing your shoes for an extended amount of time can result in a condition known as hydrolysis. Factors beyond our control, such as humidity, temperature and moisture can cause polyurethane soles to break down. This is not a condition that is exclusive to Julius Marlow, it affects a wide range of shoe brands.

If you do need to store them - make sure to wear/air out on a regular basis.

Exchanges, Returns and Refunds?

What is the returns policy for my Online order?

Please find our full returns policy here. Note returns conditions differ for Australia and New Zealand customers.

How do I return my Online order?

You can request a return here.

Enter your order number and email address, then click Create New Return and follow the instructions.

You can also find out full returns policy here.

How can I exchange my online order?

We currently don't provide exchanges of styles/sizes, you can however submit a return and re-order a replacement product. You can request a return here

Can I return or exchange my online order in a retail store?

All returns for Online orders must be made via post. You can request a return here.

How long will it take for my refund to be processed?

Once your goods have been received by back at our warehouse, please allow up to 10 working days for your refund to be processed back to your original method of payment.

How will my refund work if I have paid with AfterPay or ZipPay?

Once a refund has been processed to your Afterpay/Zipay account, After Pay/Zip Pay will then contact you to confirm the refund amount depending on the amount of payments you have made. For example, if you have only paid 2 installments of your total order value, After Pay/Zip Pay will only refund the partial amount paid with them, and then cancel the remaining outstanding amount. This may mean that you would receive a partial refund of your total order value as only that amount was captured from your linked credit card up to the refund date.

Payment & Promos

What forms of payment do you accept?

We accept payment via VISA, MasterCard, AMEX, Pay Pal, Afterpay and Zip Pay.

Are my credit card details and personal information secure?

We are strongly committed to protecting your privacy and providing a safe and secure online experience. We have taken measures to ensure that your credit card and personal details are kept safe at all times.

You can find our full privacy policy here.

Do prices include GST?

Yes - all prices are displayed in Australian Dollars, including GST.

For all New Zealand orders: As of the 1st of December 2019, New Zealand has enforced a new law requiring overseas businesses to collect and return 15% of the purchase price of goods under the value of $1,000 NZD. In compliance with this law, an additional charge of 15% will be applied to your order. For more information, please click here

The promotional code is not applying/is invalid at checkout. What should I do?

First, check you have entered the promotional code correctly. These are case sensitive and should not be followed by a space.


Second, double check our terms and conditionsto ensure the promotion is still active and applies to the products you are looking to purchase.


If you are still having trouble - get in touch with our Customer service team here. Make sure to include the promotion name and the product(s) you are interested in!

I forgot to add a promo code to my order. Can it still be applied?

Unfortunately, no. Promo codes can only be applied in the shopping cart screen at time of purchase.

My Account

What are the benefits of creating an Online account?
  1. Check out faster when making a purchase.
  2. Check the status of your orders.
  3. See any of your past orders.
  4. Maintain a wishlist for future purchase
  5. Store any extra shipping addresses.
I can't log into my account/my account information is not recognized. What do I do?

Julius Marlow has recently moved to a brand new website! This means that all of our customers will need to make a brand new account as well. You can do so here.

Why can't I access and use my Online store credit?

Julius Marlow has recently moved to a brand new website! Part of this process has changed how store credit works going forwards.

If you previously had Online store credit in your account with us, please contact us at support@juliusmarlow.com.au with your full name and email address from your old Julius Marlow account for further assistance.

How can I view my order status and history?

If you have used an account to place your order, to view you order status and history you will need to log in and access the "My Account" tab. This will then allow you to view your order status and history.

Kindly note that Order history for orders placed prior to October 2023 will not be available. For specific Tax Invoice needs for older orders please contact our friendly customer service team here.

How can I unsubscribe from the mailing list?

To unsubscribe, please click the "unsubscribe" link at the bottom of any marketing promo email/poster that is e-mailed to.

If you are still finding it difficult to unsubscribe, please do not hesitate to contact the online support team for further assistance here.

Is my personal data safe if I create an account?

Yes, your data is safe with Julius Marlow as we are fully compliant with the Privacy Act in Australia. Your account and personal details, and any order details, are protected. To access your details on our website, you need to enter the correct password.

Click here to view our full Privacy Policy

Careers

How can I work for Julius Marlow?

As a Brand Collective business,, Julius Marlow is always looking for qualified individuals. To find out more about career opportunities, please visit the Careers section of the Brand Collective website here: http://www.brandcollective.com.au/careers/current-opportunities/ where you will be able to view all Brand Collective job postings.

Help!

I can't find the answer to my question. How can I contact customer service?

You can contact us by sending an enquiry through our Contact page or email us directly at support@juliusmarlow.com.au

Please ensure to include all relevant details including the below if applicable:

  1. Order Number
  2. Your contact number and valid email address
  3. Reason for Enquiry - please provide as much detail as possible

Our office hours are Monday - Friday, 9am to 5pm AEST (excluding Public Holidays).