Refund policy

JULIUS MARLOW (“we”, “us”, “our” or “Business”) RETURNS POLICY

AUSTRALIAN RETURNS AND REFUND POLICY

We are confident that you will be happy with your purchase. If for any reason this is not the case, we are currently free offering returns within 28 days of the order date so that you can shop with confidence. This includes all products that are full price, on sale or purchased with promotional discounts. This excludes any final sale items. 

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;
  • Items must be returned in the original packaging (including the shoe box, where applicable) which must be in the original condition; and
  • Postage is non-refundable.

We reserve 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 “Australian Consumer Law” section below.

Please note that all items purchased from a third party will need to be returned via the relevant third party store Returns Portal. These items cannot be returned via our Returns Centre.

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.

Please note that all items purchased from a third party will need to be returned via the relevant third party store Returns Portal. These items cannot be returned via our Returns Centre.

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

Not an account holder or forget to create one prior to ordering - no problem! Just contact our customer service team here for further assistance. 

REQUEST A RETURN

Our customer support team will get back to you with your return parcel details & return authorisation slip. The item packaging including a shoe box, if relevant is just as important as the items or 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 will not take responsibility for returned items not received if registered post is not used.

BUY NOW PAY LATER (BNPL) RETURNS

We currently accept a number of BNPL services. These may change from time to time. You are more than welcome to return your BNPL order online or in store for a refund provided it meets with our Returns Conditions above. Your BNPL balance will be reduced to reflect the new order total once the refund has been processed, refunds can take up to 5 business days once processed. We are unable to exchange any BNPL orders online or in store.

EXCHANGE

Unfortunately, we are not able to offer exchanges for online purchases through our Returns Centre. You will need to use our Returns Portal to arrange a return or contact our customer service team. 

FAULTY AND DEFECTIVE ITEMS – YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

We take extreme care in ensuring our goods are of the highest quality.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Information about the Australian Consumer Law is available here.

If you believe you have received an item that fails to meet a consumer guarantee under the Australian Consumer Law or there has been an error with your shipping, please contact us (our contact details are available on the relevant website). Naturally, in such circumstances, we will pay for the return delivery of the item.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND?

Refunds will automatically be processed back to the original method of payment 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 IN 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. 

Please kindly note that our Myer Concession locations are also unable to accept online returns.

WHAT WILL HAPPEN IF I RETURN AN ITEM PURCHASED WITH A GIFT VOUCHER?

If any product purchased with a Gift Voucher is returned for a refund, the refund amount will be credited to your gift card (or a new gift card will be issued). Please note Gift Vouchers are not redeemable for cash. At this time, gift vouchers can only be used at a branded store and not online or at an independent stockist.

WHO GETS REFUNDED IF I RETURN A GIFT?

The refund will be credited to the original card or account used to purchase the gift.

FINAL SALE ITEMS

From time to time, there may be certain items which have been specifically excluded from the change of mind returns policy, such as ‘Final Sale’ items. The exclusion will be noted on the relevant product page on our website and /or at checkout.

CONSUMER GUARANTEES ACT 1993 (New Zealand)

Where you are a consumer for the purposes of the Consumer Guarantees Act 1993 (NZ), nothing in this policy limits or modifies any rights you may have under the Consumer Guarantees Act 1993 (NZ).