RETURNS: (please read carefully!)
Please initially check your new garment for size over your normal underwear and a t-shirt or similar, to avoid body contaminants on the garment, just in case you need to return it. Please wear a liner when trying on lingerie bottoms or an item that has a panty bottom. We trust that most people are honest and will take the time to try on lingerie carefully.
You must notify us of any faults before wearing the item, so please check it thoroughly before putting it on.
We offer a 30 DAY REPLACEMENT WARRANTY (faulty goods), from the date you receive your product.
For sizing problems and change of mind, we offer a 30 Day No Hassle Exchange Policy on the proviso that the exchange garment meets the conditions as set out in the below terms.
Standard postage fees apply to all return orders.
Clearance or Sale items are not able to be returned if you change your mind, so please choose carefully.
Please note we do not offer cash refunds for change of mind, a credit will be provided to purchase any other items in store ( If under special circumstances, solely at the discretion of management, a refund is provided, a restocking fee of 15% will apply).
Policy for returning your Lingerie:
- Products are returned in the original undamaged box.
- The garment labels are still attached to the garment.
- The garment has not been worn (except to try the garment on for size over underwear).
- The garment has not been damaged or soiled.
- The garment has not been altered by you in any way.
Please contact us by email to let us know you are returning an item.
Your postal costs of returning an item will be refunded only (and solely) if the return is as a result of our error, for example if we sent the wrong size or colour.
Pantyhose, stockings and stocking type bodysuits because of their fragile nature and cannot be returned (unless faulty) if they have been removed from their original packaging or tried on.
For health reasons we do not exchange, credit or refund toys unless faulty or packaging is in original sealed condition.
Similarly, intimate products eg Bye Bra etc cannot be returned (unless faulty) due to hygiene reasons as the product cannot be resold.
It is your responsibility to return items to us safely and in *new* condition suitable for resale. We therefore recommend you pack your returns with care and send with insurance cover to avoid financial loss should the item be lost or become damaged. Overseas customers should check with their local postal service for the appropriate service.
Returned items that are damaged will be assumed to have been damaged in return post and we reserve the right to refuse any exchange if we think that the damage is sufficient that the item is not resalable. In this case if you want your items returned to you, you will be asked to cover the full postage cost.
If your product is faulty, it will be replaced with an identical product. If we cannot replace the product, we will offer you the option of choosing another product of the same value, or provide you with a refund for the total value of the faulty product.
Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge
If you need to return something it must not have been worn (other than to try on – please remember to wear a liner when trying on any lingerie with panty bottoms) and must be returned in the same new and re-saleable condition which includes its box. If the box has been damaged or ripped we will not accept the return.
My corset is too small!
Please note that corsets are supplied fully tightened and will seem much too small when you first inspect it. Let out the laces at the back which will expand the garment by several sizes.
When do we refuse an exchange?
All returned items are carefully checked for any signs of wear and tear or other contaminants. If we refuse your return we will not send it back to you unless you pay for our postage and admin costs which will be a minimum of $20.
Please note that you are responsible for the shipping / postage cost of returning items to us for refunds (warranty only) or exchanges. If you return items so that the total cost of your original order falls below the free shipping limit then the free shipping promotion no longer applies to your purchase, and the initial shipping charge will be deducted from your total.
YOUR ORDER WILL BE DELIVERED DISCRETELY
We understand that our customers’ privacy is important. All orders are packed and delivered with complete discretion assured – you don’t have to worry! Orders are shipped using a nondescript return address and without any indication of the package contents, no brand names, or our boutique name.
Your credit or debit card statement will show Marchalle so you can buy from us with complete confidence.
WHEN WILL MY ORDER ARRIVE
Most items are in stock ready to ship and are despatched using Australia post within 1-2 days. We receive regular deliveries from each of our suppliers and we are rarely more than 5–7 days away from being able to fill your order if occasionally an item is not in stock. If this is not the case we will contact you immediately via email.
You will receive an email notification with Tracking details once your item has been dispatched from our warehouse letting you know that your goods are on their way. We recommend placing your order using our ‘Credit Card’ payment or other immediate payment options for the quickest delivery from time of placing your order. You can also use Bank transfer, however, orders will only be dispatched once we receive your payment into our bank account and this can take a few days.
All items are sent by regular parcel post with signature on delivery.
Parcel Post Receipted Delivery – $10 postage and packaging per order. Free delivery for orders over $60
Authority to leave (ATL)
If you choose to nominate a delivery location if you are away, your order may be left unattended at your address according to your instructions. However, Australia Post may choose to leave a card for collection at your nearest Post Office if the area is deemed unsafe for delivery.
Please Note: By choosing this to nominate delivery instructions, we cannot be held liable if your parcel is lost or stolen from your property. We will however assist to rectify any delivery issues with the postal service.
International – On Hold due to Covid delivery delays
All items are sent Airmail for $30 AUD postage and packaging per order (subject to order < 2 kg). For very large orders over 2 kg, please email us for a quote on postage. Sales@maryssecret.com.au
If you are not available at time of delivery, a card will be left for you to collect your parcel from the nearest Post Office.
Please Note: International customers to this site warrant and agree to the following:
- Customers will be liable for any customs charges, duties, or tariffs for their destination country
- Customers understand that if customs impounds the goods sent from us, charges and/or cost of goods will not be refunded.
- Customers understand that if the goods are returned to us, the customer will be charged additional delivery fees to resend the parcel
Events such as natural disasters /conflict may impact the delivery of items at the time they occur. Please be patient during these times as we will try to keep you updated as much as possible in regards to the delivery status of your items.
OUR RETURNS POSTAL ADDRESS
866 Old Northern Rd
Glenorie, NSW 2157
When returning your product, please make sure you provide the following details on the Returns sheet sent with your order:
- Your full name.
- Your order number.
- Reason why you are returning the product.
- Your instructions informing us how you would like the issue resolved.
Please include the original order confirmation or invoice you received with your product, this will help us tremendously. If you haven’t previously provided a contact phone number, please include this with your return. This will help us to quickly resolve the issue, should we need to contact you. Please call or email to discuss any information you require regarding returning an item.
Australia: (02) 9652 2345, FAX (02) 9652 0019
International: +61 2 96522345, FAX +61 2 9652 0019