Refund policy

RETURNS POLICY

 

PRODUCTS 

At Mara Blak our goal is to always 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 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 which is wrapped in bubble wrap before despatch.

 

BEFORE MAKING A PURCHASE

  • While we have made every attempt to show the textures, appearances, and colours of our products as accurately as possible, what you see may vary to 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 the size and or displayed colour of a product, don't hesitate to get in touch with 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 price items
  • Clearance items
  • Promotional items
  • Items purchased using store credit

 Due to hygiene reasons:

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

These exclusions apply to change-of-mind returns only and do not affect your rights under applicable consumer laws in relation to defective, damaged or incorrectly supplied items.

REFUND

We do not offer refunds for change of mind, incorrect sizing selected at checkout, or delivery delays, except where required by applicable consumer laws.

Refunds for defective, damaged or incorrectly supplied items are subject to inspection and assessment by Mara Blak. Where a product is confirmed to be defective, a refund will be issued to the original payment method, in accordance with applicable consumer laws.

For information regarding order cancellations and amendments, including pre-order and made-to-order items, please refer to our Shipping Policy and Pre-Order/Made-to-Order Policy

 

RETURNS - Store Credit

We accept returns for change of mind, or if the item is simply not right for you, within 14 calendar days of receiving your order, in the form of store credit only.

You must notify us and provide a return tracking number within this period. The item must also be shipped back within the same 14-day timeframe. Returns shipped after this period cannot be accepted for change of mind.

For change-of-mind returns, items must be unworn, unused, unwashed and unaltered, in their original condition, with all original tags attached. Items with tags removed, altered or missing will not be accepted.

We do not provide prepaid return labels for change-of-mind returns. Return shipping costs are the responsibility of the customer.

Once your return is received and approved, we will issue store credit for the product amount only, excluding the original shipping fees.

Store credit can be used toward any future purchase, including jewellery or a different size or style of dress.

 

REFUND to Original Payment Method

Once your returned item has been received, inspected, and the refund approved, we will initiate the refund to your original payment method within 2 business days.

You will receive a confirmation email once your refund has been processed. Refund processing times for credit and debit card payments may vary depending on your bank. Please allow up to 7 business days for the funds to appear in your account.

 

STORE CREDIT

Store credit is not in the form of a coupon — it is linked directly to your customer account.

  • Log in to your account to view your store credit balance.
  • Store credit will automatically appear as a payment option at checkout.
  • Make sure you are logged into the same account to apply your credit.
  • Valid for 12 months from the date of issue.
  • Must be used in full on a single purchase (partial use not accepted).
  • Issued for one-time use only.
  • Items purchased with store credit are final sale and cannot be returned or exchanged.
  • Store credit cannot be refunded as cash or transferred to another person.
  • If your order total exceeds the store credit amount, you must pay the difference, including any applicable shipping fees.

 

EU CUSTOMERS - Returns 

For change-of-mind returns, Mara Blak offers store credit, except where customers are entitled to a refund under applicable EU consumer laws.

EU customers wishing to request a return or exercise their statutory 14-day right of withdrawal from receiving their order may contact us via our Return Portal or email info@marablak.com 

Eligible statutory withdrawals will be refunded to the original payment method in accordance with applicable EU consumer laws. Return shipping costs are the customer's responsibility where permitted by law.

 

DISCOUNT CODES

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


    DEFECTIVE, DAMAGED OR INCORRECT ITEMS

    We take great pride in the quality and craftsmanship of our products. Every item is carefully inspected before dispatch to ensure it meets our quality standards.

    Customers are encouraged to inspect their items upon delivery. If you receive a defective, damaged or incorrect item, please follow these steps:

    • Notification: Please notify us within 4 calendar days of delivery, where possible.

    • Supporting Evidence: Provide clear photographs or video showing the reported defect, damage or incorrect item.

    All claims are subject to inspection and assessment by Mara Blak. We may request additional information or require the item to be returned for inspection before determining the appropriate resolution.

    Please note:

    • Damage caused by customer handling, misuse or negligence after delivery is not considered a manufacturing defect and is generally not eligible for a refund.
    • Where a product is confirmed to be defective, Mara Blak will issue a refund to the original payment method, in accordance with applicable consumer laws.

    • These notification and assessment procedures do not limit your rights under applicable consumer laws.

     

    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.
    • Handcrafted Details & Minor Imperfections: Due to the handmade nature of certain garments, slight variations in lace placement, edging, stitching, crystal embellishments and decorative detailing may occur. Minor imperfections, such as loose threads or slight misalignments, are also characteristic of handcrafted products. These variations are not generally considered manufacturing defects, provided they do not materially affect the garment's overall appearance, quality or functionality.

    Depending on the nature of the issue and the outcome of our assessment, a partial or full refund may be offered, in accordance with our Returns Policy and applicable consumer laws.

    Contact us at info@marablak.com

     

    ALL RETURNS MUST BE APPROVED BY OUR CUSTOMER SERVICE

    All returns must be submitted to Mara Blak for authorisation before items are shipped back.

    To request a return authorisation number (RAN), please email  info@marablak.com or “Start a Return” and fill out the form. 

     Please provide: 

    • Full name, email address - Your contact details associated with the order. 
    • Order Number:  Your Mara Blak order reference.

    • Reason for return: Please specify whether your request relates to change of mind, a defective or damaged item, or an incorrect item.

    For Change-of-Mind Returns:

    • Return requests must be submitted within 14 calendar days of receiving your order.
    • Items must be dispatched within the same 14-day period, and return tracking details must be provided.
    • Items must be unworn, unused, unwashed and unaltered, with all original tags attached and original packaging included.

    For Defective, Damaged or Incorrect Items:

    • Please follow the notification and supporting evidence requirements outlined under Defective, Damaged or Incorrect Items above.
    • Once a return is authorised, we request that the item be dispatched within 14 calendar days of receiving return instructions, where reasonably possible
    • All claims are subject to inspection and assessment. These procedures do not limit your statutory consumer rights.

    Returns sent without prior authorisation may experience processing delays. Unauthorised returns do not automatically qualify for store credit or a refund.

    Original shipping costs are generally non-refundable for change-of-mind returns. Refunds of shipping costs, duties or taxes will be handled in accordance with applicable consumer laws.

     

    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 currently provide prepaid return labels for change-of-mind returns. Customers are responsible for all associated return shipping costs.

    For confirmed defective, damaged or incorrectly supplied items, reasonable return shipping costs will be reimbursed where required by applicable consumer laws.

    Customers may also be responsible for additional customs duties or taxes associated with change-of-mind returns, where applicable.

    We recommend using a registered or traceable shipping service and retaining proof of postage. Please provide your return tracking number once the item has been dispatched.

    Ensure your return parcel is securely packaged and clearly displays the sender's address, authorised return address and Return Authorisation Number (RAN).

    For change-of-mind returns, parcels remain the customer's responsibility until received by Mara Blak. We are not responsible for change-of-mind return parcels lost or missing in transit.

    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.