Returns and Refunds
Australian returns and refund policy
Julius Marlow is confident that you will be happy with your purchase. If for any reason this is not the case, we offer FREE RETURNS for Australian orders within 28 days of the purchase date. We have 4 conditions of return for change of mind, item(s) must be returned:
- Within 28 days of the order date
- Item must be unworn with the original tags still attached - we are unable to accept shoes with dirty marks or damaged soles
- Items must be returned in the original shoe box which must be in the original condition.
- Postage is non-refundable
Julius Marlow reserves the right to refuse the return if these conditions are not adhered to.
This Returns and Refund policy is in addition to, and not instead of, your rights under the Australian Consumer Law. See “Faulty Items” section below
New Zealand returns and refund policy
Julius Marlow is confident that you will be happy with your purchase. If for any reason this is not the case, we offer returns within 28 days of the order date. The customer is responsible for all associated costs of returning the items to us. We have 4 conditions of return for change of mind, item(s) must be returned:
- Within 28 days of the order date
- Item must be unworn with the original tags still attached - we are unable to accept shoes with dirty marks or damaged soles
- Items must be returned in the original shoe box which must be in the original condition.
- Postage is non-refundable
Julius Marlow reserves the right to refuse the return if these conditions are not adhered to.
How can I request a return or refund?
We provide an easy to use returns system for you to request your return for all Julius Marlow account holders! Make sure you create your account prior to placing your order to be able to use our returns portal.
We require two key pieces of information to lodge a return.
- Order ID # (can be found in your confirmation email)
- Email address used to place the original order
Our customer support team will get back to you with your return parcel details & return authorisation slip. The shoe box is just as important as the shoes themselves, so please do not alter or damage in anyway – e.g. do not attach shipping forms, tape or mark the box. Doing so can result in your return being invalid. Shoes cannot be returned for change of mind with scratched or dirty soles. We suggest you try them on for the first time on carpet to ensure they are in perfect condition.
We offer free returns for Australian Orders. The customer is responsible for all associated costs to return items to us (unless faulty) for New Zealand Orders.
Not an account holder or forget to create one prior to ordering - no problem! Just contact our customer service team here for further assistance.
Exchange
Unfortunately, we are not able to offer exchanges for online purchases through our Returns Centre. You will need to contact us at here so we can assist you in organising a return and refund.
Faulty items
Julius Marlow takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products, you will be entitled to the following remedies under the Australian Consumer Law: (1) exchange or refund of items for major failure or faults or (2) exchange or repair if the goods fail to be of acceptable quality and the failure is not a major failure. In assessing a claim for faulty goods, the Australian Consumer Law allows us to take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable.
If you believe you have received a faulty item or there has been an error with your shipping, please contact us at here. Naturally, if your product is faulty or incorrect, we will pay for the return delivery of the item.
Outlet/Final Sale Returns
All sales are final on styles purchased from the Outlet category or for items marked as "Final Sale". No change of mind refunds or exchanges are permitted on these styles, unless faulty. Please see Faulty Items policy, above.
How long will it take to receive a refund?
Refunds will automatically be processed back onto the credit card or PayPal account used to make the original purchase once we have received your items. Please allow up to 5 working days for your refund to be processed. Please keep in mind your financial institute can take an extra few days to return the funds to your account.
Can I return my purchase to a retail store?
At this time Julius Marlow does not have any retail stores where an Online purchase can be returned and cannot be returned to an independent stockist. All returns must be made via post in accordance with our returns policy.