RETURNS & REFUNDS
We want you to be 100% happy with your online purchase from MARCUS B
- Full Priced Items can be returned for an Exchange, Gift Voucher or Full Refund (excluding shipping costs). If you purchase a full priced item using a promotional code, this is still considered eligible for a refund.
- Sale Or Discounted Items can be returned for an exchange or gift voucher
- Second Pair Half Price Offer available for a limited time online. Code is automatically generated at checkout when there are two items in cart. Second pair must be of equal or lesser value and purchased in the same transaction. This offer cannot be used in conjunction with other offers. ONLY applies to full priced items. Not redeemable for cash nor valid against prior purchases, gift card purchases, lay-bys.
- Please note, no refunds will be issued on sale items for incorrect choice or change of mind - please choose carefully!
For your return to be accepted and processed please ensure that you have gone to our return portal page and that the following requirements have been met:
- The item has not been worn and is in a resalable condition. Always try your shoes on a carpeted surface to avoid damage to the shoes until you’re certain they’re the right fit for you!
- The item has not been damaged whilst in the customer’s possession.
- The customer has proof of purchase such as the order confirmation email and order number from Marcus B Online.
- The shoes are returned in their original box and packaging
Failure to comply with these requirements will cause your request to be rejected and online orders will be returned to you at your cost.
Online returns via Return Portal
Step 1. Please pack the box of shoes into a suitable shipping bag. Please try to pack your item in the way you received it to help ensure that it isn't damaged in transit.
Step 2. Complete your return request here.
Step 3. Enter your email address and your order number provided in your order confirmation
Step 4. Using your resealable plain shipping satchel, post the item/s to:
Marcus B Online Returns
45 Cubitt Street
We suggest opting for a tracked service with signature on delivery when returning your order as Marcus B is not liable for any lost or stolen parcels.
Shipping For Online Returns & Exchanges
The shipping cost of returning item(s) to our online returns office for an exchange, gift voucher or refund, is not covered or reimbursed by Marcus B .
- If you request an exchange, we will cover the cost of shipping the exchange item to you.
We accept online returns and exchanges through our online return portal. All you need to return your item online is your order number which is provided in your order confirmation email.
- Please allow 7 days for your return to reach our warehouse.
- Please allow 3-5 business days from the date of delivery back to our warehouse for your return request to be processed. If you have selected a refund you will receive a refund/credit notification via email.
Online Return Processing Time Frames
Refunds - Please allow 2-3 business days for the refund to be processed. Your refund will be credited directly back to the original form of payment used. An email confirmation will be sent once the refund has been processed. Refunds are issued for the cost of the item, excluding shipping costs
Exchanges – You are more than welcome to exchange your online order via our online return portal.
If the item you want is of lesser value the remaining amount will be credited to you via a gift voucher. If the item you want is of higher value you can process the remaining amount using a credit card
For exchanges that need to be processed by our online team, please allow 1-2 business days for the exchange to be processed. You will receive a confirmation email with your new tracking information attached.
If we are unable to process an exchange due to unavailable stock you will receive either a refund for full priced items or a gift voucher for returned sale items.
Online Faulty Items
If you feel you have received a damaged or faulty item in your online order please contact our customer care team immediately with photographs of the fault and damage. If you don’t contact us immediately with photo evidence we can’t assure that the damage didn’t occur in your possession, and MARCUS B will be unable to process your return.
This Returns Policy corresponds with consumer’s rights under Australian Consumer Law.
Need some help? Send us an email at email@example.com
Other common questions
I bought my shoes at the Marcus B sample sale, can I return for exchange or full refund online?
Marcus B Sample sale is a cash only event, NO RETURNS OR REFUNDS ARE ISSUED on sale items that have been discounted to the value of 50% or more off their original retail price, or on items marked ‘final reduction’ or 'faulty'.