Refund & Return Policy
At Marlow Label, we want you to feel confident when shopping with us.
If you change your mind about your purchase, eligible items may be returned within 30 days of delivery, subject to the conditions below.
Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law or the New Zealand Consumer Guarantees Act 1993.
1. Return Eligibility
For change-of-mind returns, items must:
- Be returned within 30 days of delivery
- Be unused and unworn
- Be in their original condition
- Include all original packaging, labels, accessories, and tags
- Show no signs of outdoor wear, damage, staining, alteration, or misuse
- Be approved through our returns process before being sent
You may try footwear on indoors in the same way you would when trying on shoes in a physical store.
We strongly recommend trying footwear on a clean, soft surface to avoid marking the soles.
If an item is faulty, damaged, incorrectly supplied, or otherwise does not meet applicable consumer guarantees, your statutory consumer rights apply separately from our voluntary 30-day change-of-mind policy.
2. Items Not Eligible for Change-of-Mind Returns
We may decline change-of-mind returns for:
- Footwear that has been worn outdoors
- Items showing visible signs of wear
- Items that have been damaged, altered, washed, or modified after delivery
- Items missing original packaging, tags, or included accessories
- Personalised or custom-made products
- Hygiene-sensitive products where a protective seal has been removed, where applicable
- Items specifically identified as final sale before purchase, where permitted by law
These exclusions do not remove any statutory rights you may have if an item is faulty, damaged, unsafe, incorrectly described, or otherwise fails to meet applicable consumer guarantees.
3. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us as soon as reasonably possible.
Where possible, we recommend contacting us within 14 days of delivery so that we can investigate the issue quickly. This requested notification period does not limit any rights you may have under Australian or New Zealand consumer law.
Please email:
Include:
- Your order number
- Your full name
- A description of the issue
- Clear photographs or video showing the product
- Photographs of the packaging where relevant
Depending on the circumstances and applicable consumer law, an appropriate remedy may include:
- Repair
- Replacement
- Refund
- Partial refund where agreed
- Another remedy agreed between you and Marlow Label
Where a product is confirmed to be faulty and applicable law requires Marlow Label to cover reasonable return costs, those reasonable costs will be reimbursed or appropriate return arrangements will be provided.
No restocking fee applies where you are exercising a valid statutory right in relation to faulty, damaged, unsafe, incorrectly supplied, or non-conforming goods.
4. Change-of-Mind Return Costs
Marlow Label currently does not provide free return shipping for ordinary change-of-mind returns.
Approved change-of-mind returns must be sent to the return facility specified by our customer care team.
Customers making a change-of-mind return are responsible for:
- Return shipping costs
- Selecting an appropriate tracked shipping service
- Completing any required customs documentation accurately
- Ensuring the parcel is packaged securely
- Retaining proof of postage and tracking information
International returns may need to be sent to our fulfilment facility in China.
Any customs declaration should accurately describe the parcel as a returned product where appropriate.
Do not send a return until you have received return approval and the correct return instructions from Marlow Label.
5. Restocking Fee
A $25 AUD restocking and processing fee per item may apply to approved change-of-mind returns.
This fee helps cover return inspection, processing, administration, and inventory handling.
Where applicable, the amount will be deducted from the refund after the returned item has been received and inspected.
The restocking fee does not apply where an item is confirmed to be faulty, damaged, incorrectly supplied, or otherwise subject to a statutory remedy that prevents such a deduction.
A restocking fee may also apply to parcels returned because they were:
- Refused by the customer without prior approval
- Not collected after reasonable delivery or collection attempts
- Returned due to circumstances within the customer's control
Any deduction remains subject to applicable consumer law.
6. Exchanges
Where available, we may offer one exchange per item or order.
Exchanges are subject to:
- Product availability
- Return eligibility
- Approval by our customer care team
Once an exchange has been arranged, the replacement item is generally considered the completion of the original change-of-mind exchange request.
This does not affect your statutory rights if the replacement item itself is faulty, damaged, incorrectly supplied, or otherwise fails to meet applicable consumer guarantees.
If the requested replacement is unavailable, we may offer an alternative product, store credit, or refund depending on the circumstances.
7. How to Start a Return
To request a return, contact:
Please provide:
- Your order number
- Your full name
- The item or items you wish to return
- The reason for the return
- Your current shipping address
- Photos or video where the item is damaged, faulty, or incorrect
Return Review
Our customer care team will review your request and confirm whether the return qualifies under this policy or should instead be handled as a consumer-guarantee claim.
We may ask for additional photographs, information, or documentation where reasonably necessary.
Once approved, we will provide:
- Return authorisation
- The correct return address
- Packaging instructions where necessary
- Any other relevant shipping instructions
Important
Do not return products to the original sender address unless our customer care team specifically instructs you to do so.
The sender address shown on a parcel may belong to a carrier or logistics partner and may not be able to receive customer returns.
Unauthorised returns sent to an incorrect address may experience significant delays or may not be recoverable.
For change-of-mind returns, we strongly recommend using a tracked shipping method.
8. Cancellations
Orders may be cancelled within 30 minutes of being placed, provided processing or fulfilment has not already progressed beyond the point at which cancellation is reasonably possible.
To request a cancellation, contact:
as quickly as possible and include your order number.
After the 30-minute window, we cannot guarantee that an order can be cancelled because it may already have entered processing, fulfilment, or dispatch.
If we are able to approve a late cancellation after non-recoverable processing costs have already been incurred, reasonable costs may be deducted where legally permitted and disclosed to you before the cancellation is finalised.
If an order can no longer be cancelled, you may request a return after delivery in accordance with this policy.
9. Refunds
Once an approved return reaches our return facility, it will be inspected.
If the return is approved:
- We will notify you by email
- The refund will normally be issued to the original payment method
- Any applicable change-of-mind restocking fee will be deducted
- Any other agreed or legally permitted deductions will be clearly identified
After we issue a refund, please allow approximately 5–10 business days for your bank, card issuer, or payment provider to display the funds.
Actual processing times depend on your payment provider and are outside Marlow Label's control.
For ordinary change-of-mind returns:
- Original shipping charges are generally non-refundable
- Optional expedited or insured shipping charges are generally non-refundable
- Return shipping costs remain the customer's responsibility
These limitations do not apply where applicable consumer law requires those costs to be refunded or reimbursed in connection with a faulty or non-conforming product.
10. Promotional Discounts & Partial Returns
If your order received a quantity-based or promotional discount and you return only part of the order for change-of-mind reasons, your discount eligibility may be recalculated based on the products you keep.
This may apply to promotions such as:
- Stack & Save
- Buy 2, Save 10%
- Buy 4, Save 20%
- Buy X, Get Y
- Bundle discounts
- Multi-buy promotions
Example
If four qualifying pairs receive a 20% multi-buy discount and one or more pairs are later returned for change-of-mind reasons, the remaining items may no longer qualify for the original discount tier.
The value of the retained items may therefore be recalculated using the discount level they actually qualify for, and the refund adjusted accordingly.
This section applies to voluntary promotional or change-of-mind returns and does not reduce any refund or remedy you are legally entitled to for faulty or non-conforming goods.
11. Refused & Uncollected Parcels
If a parcel is returned because:
- Delivery was refused
- The parcel was not collected from a collection point
- Reasonable delivery attempts were unsuccessful because of circumstances within the customer's control
we may treat the parcel as an unauthorised or change-of-mind return where appropriate.
Once the parcel has been received and inspected, we may offer:
- Reshipment
- Refund
- Store credit
depending on the circumstances.
Additional shipping costs and an applicable $25 AUD change-of-mind restocking fee per item may be deducted where permitted by law.
12. Packages Marked Delivered but Not Received
If tracking states that your parcel has been delivered but you cannot locate it, please:
- Check the delivery location carefully
- Check with other household members
- Check with neighbours or reception where applicable
- Contact the local carrier
- Contact Marlow Label if the parcel still cannot be located
Email:
We will assist with reviewing the tracking information and, where appropriate, opening an investigation with the shipping provider.
If a parcel is confirmed to have been lost, incorrectly delivered, or otherwise not supplied to you, we will work with you to provide an appropriate resolution in accordance with the circumstances and applicable consumer law.
13. Incorrect or Incomplete Delivery Address
Customers are responsible for providing complete and accurate delivery information when placing an order.
If you notice an error, contact us immediately at:
We will attempt to update the address where possible, but changes cannot be guaranteed once processing or shipping has begun.
If a parcel is returned because the customer provided an incorrect or incomplete address, we may offer:
- Reshipment after payment of additional shipping costs
- Store credit
- A refund after the parcel has safely returned to our facility
Where permitted, non-recoverable shipping costs and an applicable change-of-mind restocking fee may be deducted from the refund.
14. Return Parcels Lost in Transit
For change-of-mind returns, the customer remains responsible for the return parcel until it has been successfully delivered to the approved return facility.
We strongly recommend:
- Tracked postage
- Keeping your shipping receipt
- Keeping your tracking number
- Purchasing suitable shipping protection where appropriate
Marlow Label cannot issue a change-of-mind refund for a return parcel that does not reach the approved return facility unless otherwise agreed.
Different rules may apply where the return concerns faulty or non-conforming goods and applicable consumer law places responsibility for return costs or transportation on Marlow Label.
15. Australian & New Zealand Consumer Rights
Our 30-day returns policy provides additional change-of-mind rights offered by Marlow Label.
It does not replace your rights under applicable consumer law.
For Australian customers, products may come with consumer guarantees under the Australian Consumer Law.
For New Zealand customers, products may come with guarantees under the Consumer Guarantees Act 1993.
Depending on the nature and seriousness of a product problem, consumers may have rights to remedies including repair, replacement, refund, or other compensation.
These statutory rights may continue beyond our voluntary 30-day change-of-mind period.
16. Changes to This Policy
Marlow Label may update this Returns, Refunds & Cancellations Policy from time to time to reflect changes to our operations, services, promotions, fulfilment arrangements, or applicable requirements.
The version published on our website at the relevant time will apply, subject always to any rights that cannot lawfully be excluded or restricted.
Last updated: 13 August 2026
Company Information
Shop Name: Marlow Label
Operating Company: Seta Services
KVK / Chamber of Commerce Number: 92397379
Customer Care: 24/7 via email
Email: info@marlowlabel.com
Telephone: +86 151 0545 5455
Fulfilment & Approved Returns Facility
Attn: Liu Changxing
YTO Express
3rd Floor — West Side of Elevator 2
No. 409 Suxi Road
Yiwu City
Zhejiang Province 310000
China
Important: Returns must only be sent to this facility after receiving approval and return instructions from Marlow Label.