Returns Policy

PRODUCTS 

At Mara Blak, our goal is to provide our customers with high-quality products at competitive prices. Customer satisfaction is our number one priority. All items are thoroughly inspected before dispatch to ensure quality and perfect condition. 

All Jewelry items and apparel are carefully inspected and securely packaged before shipment to ensure they are in perfect condition and to prevent any breakage in transit. 

  • All apparel is packaged in a compostable polybag.  
  • All handbags are packaged in a polybag and wrapped in bubble wrap for protection. 
  • All Jewelry comes with a complimentary gift box wrapped in bubble wrap before despatch. 

 

BEFORE MAKING A PURCHASE 

  • While we have made every attempt to show the textures, appearances, and colors of our products as accurately as possible, what you see may vary from the delivered product depending on your monitor and computer equipment. 
  • We understand how important it is to find the perfect fit. We provide a general sizing guide to help you make the best choice. Everyone's body shape is unique and we're here to support you.
  • If you are unsure of a product's size or displayed color, please contact  info@marablak.com before making a purchase, and we will be happy to assist. 

 

NON-RETURNABLE ITEMS

Cannot be returned, refunded, or exchanged:

  • Sale Items
  • Reduced Prices
  • Clearance
  • Promotions
  • Gift Cards

 Due to hygiene reasons:

Jewelry and Earrings, Hosiery, Headwear, and Face Coverings cannot be returned for refund or exchange.

 

REFUND

We do not refund returns for change of mind, incorrect sizing chosen at checkout, or delivery delays. We only accept returns for defective items. (see below for more details).

For defective items, you may choose:

  • A refund to your original payment method or,
  • A store credit.

 

EXCHANGES 

  • We accept exchanges within 10 days of receiving your order. You must notify us and provide a return tracking number within this period. The item must also be shipped back within these 10 days. Returns shipped after this timeframe will not be accepted.
  • We do not provide prepaid return labels. (see below for more details).
  • You are responsible for the return shipping and shipping cost of the new item for exchanges.
  • Once we receive your return, we will notify you via email.
  • Upon approval, we will issue you a Store Credit for the product amount, excluding the original shipping fee.   

 

Original Payment Method - We will initiate the refund within 2 business days after the package arrives at our warehouse. You will receive a receipt confirmation via email once your returned package is processed. Refund time for credit/debit card payments varies depending on your bank. Please allow up to 7 business days for it to show in your bank account.

A Store Credit -  

  • It is valid for 12 months from the date of issue.
  • If the order total exceeds the store credit at checkout, you will be responsible for paying the difference plus shipping fee. 
  • Store credit must be used in full on a single purchase; partial use is not accepted.
  • Store credit is issued for one-time use only. Items purchased with store credit are final sale and cannot be returned or exchanged. 

Please note that our store credit cannot be refunded as cash or transferred to another person.

  • Only one of our discount codes can be used per transaction.
  • A discount/promotional code can be used with a store credit.
  • Discount/promotional codes cannot be used with SALE items.
  • Discount codes/promotional codes cannot be used with other discount codes or specials. 

 

DEFECTIVE OR DAMAGED 

All our products are handmade. We take great pride in their quality and great care in ensuring that all merchandise is thoroughly inspected for defects or damages before shipping. Each item undergoes a quality control check to ensure it meets our high standards. It is the buyer's responsibility to check the product upon arrival to make sure it is free of any defects and meets their expectations.

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.  

If 14 days have passed since the delivery date of your purchase, we won't be able to accept your return request. Returns that do not comply with our policy will not be accepted. Please ensure to read it thoroughly before submitting your return.

Damaged goods due to client negligence or items with their tags detached or missing will not be eligible to return the item. 

What is considered a defective product?

These include, but are not limited to: 

  • Jewelry – gemstones are a naturally occurring product. This also means there will always be some degree of color shift (particularly under different lighting) and variation in shape and texture. This is not faulty. This is what makes gemstone Jewelry so unique – no two pieces are identical.
  • Glitter fallout on any apparel will not be treated as defective or damaged. This is expected.
  • Lighting photography may also affect the true color of some dresses/clothing, or texture due to fabric dye lots and the handmade nature of the garments, this is also not considered defective.  
  • Manual Imperfections—When dealing with handmade products, while it is very rare and highly unlikely, small imperfections such as loose threads and slight misalignments are often considered part of the handmade charm and character. As long as they do not affect the functionality or overall appearance of the item, they typically do not qualify as defects warranting a full refund.
  • Depending on the issue, a partial or full refund may be offered.  Contact us at info@marablak.com


    ALL RETURNS MUST BE APPROVED BY OUR CUSTOMER SERVICE TEAM

    If the items are returned without our approval, shipping costs, taxes, and customs fees will be the responsibility of the customers. No store credit will be issued. 

    For approval and a Return Authorisation Number email us at info@marablak.com or “Start a Return”. Please include your:

    • Full name, email address
    • Order number.
    • Attach pictures or video of the items you would like to return showing the damages/defects within 14 days of receiving the goods. 
    • For an exchange/store credit, requests must be made within 10 days of receiving the goods.

    Items must be in their original condition:

    • All tags still intact 
    • Items have not been worn, altered, damaged, or washed.
    • Original shipping costs are non-refundable. Import duties/taxes are non-refundable as customs collect them in your country. 

     

    WHAT IS THE RETURN ADDRESS?

    Please do not return items to the address on the original package, as it is not our return address. The correct return address will be provided to you once your return request is approved.

     

    RETURN LABEL

    We do not offer free returns currently. Customers are responsible for covering return shipping costs. 

    Note: You will also be responsible for any additional duties and customs that may apply.

    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. 

    Ensure your return parcel is securely packaged and both the sender's address, return address, and RAN (Return Authorised Number) are displayed on the outside of the parcel. 

    Parcel returns remain the responsibility of the customer until received. Mara Blak is not responsible for any returned parcels lost or missing in transit. Returns will not be accepted.

    Please email us at info@marablak.com for further assistance.  

     

    CONSUMER GUARANTEES

    Mara Blak is dedicated to offering our members/customers the best products and is here to help if your order is not quite as expected. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (“Law”). You are entitled to a replacement (subject to stock availability) or refund for products that may have a major failure, as well as 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.