How can we help?
Frequently Asked Questions
Delivery Information
What delivery services do you offer?
Most of our products will be sent via Australia Post (tracked) at a flat rate of $9 (standard) or $13 (express) Australia wide.*
We offer FREE standard AU SHIPPING on all orders above $150.
*Exclusions apply. Read more
Click here to get a delivery time quote for Australia Post’s regular and express services (enter 6355 NEWDEGATE into the From postcode box).
We ship WORLDWIDE (excl. of USA/CAN) through Australia Post and its partners for a flat rate of $30!
Has my order been dispatched yet?
When you place your order we will send you an order confirmation email, letting you know that the order has been placed and the items you have ordered.
When your order has been dispatched, we will send you a second email to confirm shipment.
If you don't receive an email within 4-5 working days, please get in touch with us at hello@marliandme.com.au.
My order hasn't arrived yet. What should I do?
AU Standard Tracked Delivery
Please allow 9-14 days for your parcel to arrive.*
AU Express Delivery
Please allow 3-6 working days for your parcel to arrive.*
*Please allow additional time if you're expecting a delivery over long weekends and peak periods.
Find out more about estimated delivery times from the Australia Post website here.
Placing an order
Do I need to set up an account with you?
No you don't, but it is really easy and only takes a few minutes.
We will ask you for your name and address details and then you are asked to create a password, which you can use to access your account at a later date.
With an account you can easily check the progress of an order, save your personal and payment details, which will speed things up the next time you place an order with us.
Alternatively, if you'd prefer not to create an account, you can select 'Continue as guest' instead. You will still need to enter your name, address, email and payment information. Customers that check out via 'Guest Check Out' won't be able to track their order.
How do I check and update my account details?
By logging in to your account using your email address and password, you will be able to access your account details.
You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren't able to change the delivery address on an active order, so please ensure you select the right details.
I can't remember my password
Not to worry – all you need to do is head to the 'Login/My Account' section of the site and click on the 'Forgotten your password?' link. We will send you an email with further instructions on how to reset your password.
My account has been suspended
You have had 3 unsuccessful login attempts. Your account password is case sensitive, so please bear this in mind when entering your details.
If you do enter an incorrect password on more than 3 occasions, your account will be suspended automatically as a security measure.
In this case please let us know via email and we will gladly unlock your account and sendd your password reminder over to your registered email address.
Be assured that we have no access to your password details.
Returns & Refunds
What size should I buy?
Returnable items are:
All non-customised/personalised itemsIn original conditionUnwashed and unwornWith tags and in original packaging
What items are returnable?
Non-returnable items are:
Gift cards/Gift certificatesClearance/Sale itemsDummies and Sawyer Bear Essential Oils due to health and safety reasons.
How Do I Return?
You MUSTcontact uswith your order number, email address used at check out and the reason for your return FIRST.After we have confirmed your return request and issued you with processing number, we will ask you to return the eligible item(s) back to Marli & Me at your own expense and risk. It is your responsibility to select a return postage option which includes tracking as we cannot take responsibility for parcels that do not arrive.Detailed instructions on how and where to send your item(s) will be included in our return request confirmation email.Item(s) send back to Marli & Me without having obtained a processing number first will incur a longer processing time of 7+ days.If your returned item(s) is not delivered, has no tracking and/or states delivered but our warehouse has not received it, we reserve the right to decline your refund and return.
Returns due to reasons beyond our controle.
Packages that are sent back to Marli & Me forinsufficient address,refused package,could not deliver,mailbox full, or any reason beyond our controlare subject to an $9 fee (standard postage charge), which will be deducted from your original purchase upon issuing a refund. Please double check and ensure your address is correct at checkout, as we cannot change information once the order is being processed.
Shipping, Returns & Exchanges
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.
