Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

PAYMENTS

What currency are your prices in?

We are excited to offer you the convenience of shopping and paying in your currency at checkout. You will have the option to choose your local currency via a pop-up. The pop-up is based on the detection of the customer’s IP address. Or you can change and select a particular currency located top of the homepage.


If you like to view the current conversion rate per country on the XE website visit https://www.xe.com/

What payment methods do you offer?

We accept payments from customers around the world. Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and Shop Pay.  We also offer payment plans through Afterpay, Klarna, and PayPal.  


For more information on payments click here

ORDERING

What size should I buy?

Due to the different materials and fabrics, sizes and cuts will vary slightly between styles.

  • You need to measure first and choose the size.
  • If you’re not quite sure which size is right for you, refer to our size guides. They're located underneath the available sizes for each of our product detailed page.

For any additional questions, contact us and we can suggest the best size.
For more information about sizes click here

What is a Pre-Order?

A pre-order is a product that is a new item that is in production and has not arrived at the warehouse or an existing item that has been sold out and we are awaiting a restock shipment.


By pre-ordering, you can secure your desired item in advance, ensuring that you won't miss out on popular or limited-edition items. This is especially beneficial for items with high demand or those produced in small quantities.


For information about our pre-order click here

Can I cancel or amend my order?
  • Pre-orders may be cancelled within 24 hours of the purchase. If it exceeds 24 hours, a store credit (valid for 12 months) will be issued.
  • For Other orders (Non Pre-Order), the cancellation window is 14 hours after order confirmation. If it exceeds 14 hours. A store credit (valid for 12 months) will be issued. Please contact us.

If the item has already been processed and/or shipped, we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:

  • Change of delivery address & details
  • Change colours and size.
  • Adding or removing items.
  • Applying discounts or rewards.
  • Full order cancellations
Eff! I put the wrong address on my order.
  • Please ensure all order details including your address are correct at the time of order placement.
  • Mara Blak is not responsible for orders shipped to incorrect or incomplete addresses provided by the customer.
  • Mara Blak reserves the right to charge a shipping fee as quoted at the time of re-shipment.
I ordered more than one item, but I only received one item. Why?

Orders including multiple items of apparel or accessories on the Mara Blak website come from designers from around the globe. As a result, orders may arrive in two separate parcels. 

How long is a gift card valid for?

Mara Blak e-Gift Cards are valid for 12 months from the date of issue and are via our website only. Please treat your Mara Blak e-Gift Card as cash, it cannot be replaced if lost or stolen and cannot be redeemed for cash.

The gift card recipient will receive an email containing a code enabling them to redeem the value of the gift card at checkout.

You can purchase an e-gift card click here


Store credit/discount code.

When you return an item to us, we return your money paid for the item in the form of a store credit. A store credit is in the form of a coupon code which you will be able to add and apply at checkout.

  • A store credit must be used in full. Make sure you enter the correct code using the same email issued with your store credit. It is valid for 12 months from the date of issue.
  • Only one of our discount codes can be used per transaction.
  • A discount/promotional code can be used in conjunction with a store credit.
  • Discount/promotional codes cannot be used in conjunction with SALE items.
  • Discount/promotional codes cannot used in conjunction with other discount codes or specials.

For more information click here

Do the prices include taxes and duties?
  • Upon receipt of your shipment, customers will be responsible for all applicable taxes, fees, and duties payable to customs or the shipping carrier. Mara Blak has no control over or liability for these charges imposed by their country’s customs regulations.
  • Mara Blak is not responsible if the item is seized by customs or any other government agency.
  • Mara Blak reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should duties and taxes be unpaid.  
  • In the event the parcel is destroyed and abandoned by authorities in the receiver’s country due to unpaid duties, fees, and taxes there will be no refunds for parcels that are not claimed or refused. 
  • For more information on taxes, duties, and customs regulations, we recommend that you contact your local customs office directly.



SHIPPING

Do you ship worldwide?

Yes. We ship to most countries worldwide. We deliver to Australia, NZ, the USA, the UK, Canada, Europe, Asia, and the Middle East.

What shipping services do you use?

We offer EXPRESS shipping worldwide to ensure that your items arrive quickly and securely.

Depending on your country's location, we use either:

  • DHL Express
  • FEDEX
  • UPS
  • USPS Priority Mail or Expedited
  • Australia Post Express.

How long does it take to receive my order?

Total Delivery Time = Processing time + Shipping Time

Processing Time: 2 - 4 days. Shipping Time: DHL Express takes 3 – 6 days.

  • Delivery time starts when your package is marked as shipped.
  • We do not deliver on weekends or public holidays.
  • Delivery times may vary between countries and regions. Remote areas can take a little longer to deliver.
  • We do not guarantee that all orders will be delivered within the timeframe due to customs in the destination country, during sale periods, or new collection launches.

For more information View our Shipping Page Here .

How much does shipping cost?

Shipping costs vary depending on your location.
For more information View our Shipping Page Here .

How do I track my order?
  • Once your order is placed, you will receive an order confirmation.
  • Tracking details will be provided via email once the order has been packed and shipped.
  • The tracking details will allow you to monitor your delivery status via the assigned courier service or postal authority from start to finish. 
My order did not arrive in time.
  • We do not guarantee that all orders will be delivered within the timeframe. Delivery times may be impacted by the time taken to clear customs in the destination country.
  • Mara Blak has no control over, nor do we take responsibility for delays caused by customs due to unforeseen circumstances or other external factors. 
  • During busy sale periods or new collection launches, your order may not always be delivered within the specified delivery timeframes.
  • We are unable to provide compensation to customers for any unexpected delays with your delivery once the item has been dispatched.


Signature/Authority to Leave.
  • We deliver your orders without a signature, if you wish to require a signature on delivery for an extra fee, please contact us at info@marablak.com
  • Authority to Leave - Please ensure a secure delivery location or consider purchasing shipping insurance.  
  • Lost or Stolen Packages/Insurance - Neither Mara Blak nor couriers are responsible for lost or stolen packages.

RETURNS

What is your return policy?

Customer satisfaction is our number one priority. All the items are inspected before despatch to ensure the quality and condition of the item being shipped.

We do not exchange, or refund returns for change of mind, incorrect sizing, or delivery delays.

Should you find any item to be defective or damaged, or the item delivered is not the item that was ordered, a return request must be submitted within 14 business days of receiving the goods.

All items must be in their original condition.

For information on returns click here


How do I return an item?

For approval and a Return Authorisation Number email us at info@marablak.com or click on “Start a Return” button.

Please include your:

  • Full name, email address
  • Order number.
  • Reason for return and attach pictures or video of the items you would like to return showing the damages/defects within 14 days of receiving the goods. 

What is the return address?

Items must not be returned to the address on the package you received. That is not our return address. The return address will be provided to you upon approval of your return request.

Do I have to pay shipping for returns?

We do not offer free returns currently.

Once your claim has been approved we encourage you to return your item via a registered or traceable courier. You will need to provide us with your tracking number and make sure you keep track of your shipping. 

For more information on our return policy click here

Get in touch

Have questions about your order, or a general enquiry?