Refund policy

RETURNS and EXCHANGES

Returns Policy

Maquelle offers simple returns and exchanges within 14 days of delivery. Maquelle wants you to enjoy your purchase and feel satisfied if you need to exchange or refund an item. Please see our policies below which apply to all purchases made online at www.maquelle.com.au

 

Conditions of Return

Please ensure the below conditions are met, before submitting your return request:

  • The item/s were purchased from the Maquelle e-boutique.
  • The item must be in its original conditions: unworn, unused and unwashed.
  • All tags must remain attached
  • All swimwear must be tried on over undergarments, the protective hygiene strip must remain in place and cannot be removed.
  • Original packaging must be intact
  • Retain your proof of purchase

Any items that do not meet these criteria will not be valid for return.

Any items returned to Maquelle without approval will not be honored and will be returned to the customer at the customer's expense.

To start a return, please contact us at hi@maquelle.com.au If your return is accepted, we will respond with a Return Number  for your specific return along with instructions on where to send your package.

Items returned to Maquelle without first obtaining a designated Return Number will not be accepted.

 

Full Priced Items

We have a 14-day return policy, Maquelle allows 14 days after receiving your item to request a refund or e-boutique credit.

Items that have been purchased at full price or by pre-order are eligible for a refund or e-boutique credit.

Maquelle does not cover the cost of returns shipping, customers are required to cover the cost of return postage.

 

Sale Items, Discount Codes, Promotional Codes

Items that have been purchased on mark down or during a promotional sale using a coupon code or a discount applied at the checkout are eligible for an e-boutique credit only.

 

If your return is eligible for a refund, you will be refunded back to your original payment method, less the return shipping fee and any original shipping fees. Once the refund has been issued, you will be notified via email. Please allow up to five business days for this amount to appear in your account.

 

Final Sale

All Final Sale items are strictly no returns, exchanges or refunds unless your item is faulty and has been approved in writing by Maquelle, and have been issues an RA#.

 

International Returns

Maquelle does not cover the cost of returns, customers are required to cover the cost of return shipping.

All International orders are sent via Australia Post and DHL, Maquelle does not refund duties and taxes paid at the time of checkout. Shipping charges are also non-refundable other than for an item received that is faulty.

You are welcome to return your parcel by using any secure shipping method, we recommend using a carrier that provides a tracking number. Please be advised Maquelle does not accept responsibility for return parcels lost in transit sent with private carriers.

Clearly mark “Return Goods – Clothing” on the paperwork of your chosen carrier. Without this, you may be charged additional customs and duty fees of which Maquelle is not responsible for.

If you need any assistance, please contact our customer care team hi@maquelle.com.au

Please note, as we are unable to hold your item until your package has been scanned is in transit, we encourage you to drop it off as quickly as possible to avoid disappointment. 

If the size you are hoping to exchange for is no longer available at the time of processing, a refund or credit note will be issued depending on the item’s eligibility.

 

Incorrect or Faulty Items

Maquelle aims to deliver a high standard of quality control of our items before dispatch. However, if you receive an incorrect or faulty item please contact us at hi@maquelle.com.au with your order number and photos of the fault or if you have received the wrong item.  Maquelle will work with you to resolve the issue in a timely manner.

 

Natural Wear and Tear

Please note that items which are damaged due to normal wear and tear, by failure to follow care instructions or by misuse or accident will not be considered faulty and will not be eligible for a return of any kind.

 

PAYMENTS

Maquelle offers a variety of payment methods for customers shopping from Australia and New Zealand. Please see below for further information.

 

PAYMENT METHODS:

We accept Visa, Mastercard, Paypal, Afterpay.

 

BUY NOW, PAY LATER:

We accept Afterpay

 

CREDIT NOTES:

If you have a Maquelle credit  you can enter the code in the ‘discount code’ field at checkout.

 

DUTIES AND TAXES:

We ship from Australia, international customers are responsible for customs & duties within their own country.