Shipping help

In response to COVID-19, our delivery partners are offering no-contact delivery in your area. Drivers may ask for verbal confirmation of receipt from a safe distance to satisfy the signature requirement. You can purchase your items online for delivery direct to your door. We are not currently offering pick-up or collections from our store. 

 

Here you’ll find everything you need to know about delivery, pick-up and managing your order.

LEAD TIMES
Our lead times run approximately 4-10 weeks, depending on the item.

Small items such as wall hooks or bottle openers can be dispatched within the week if the item is in stock.
TRACKING
You will receive an email with your tracking information as soon as your order has been collected by one of our Shipping partners to notify you that it's on its way.



You can track the progress of shipment by clicking the link in the Tracking email or by entering your order or tracking number directly on the Shipping Carriers tracking page.



If you are unable to locate your tracking number, or if you have any questions about your shipped order please call us on +61 (02) 6680 4971 Monday to Friday 9am - 5pm AEST or Contact Us and our Customer Care team will assist you with your enquiry.



CURRENT DELIVERY DELAYS: Due to the recent lockdowns as a result of COVID-19 we are experiencing production and dispatch delays. Please know our team are working as hard as they can to get you your order as quickly as possible. We thank you for your patience during this time, and please be assured we are working as hard as we can to come back to you regarding your queries.
REDIRECT A PARCEL
Can I redirect a parcel when it is already on its way?

If your order is already in transit we are unable to change your delivery address.

If you would like to amend your delivery address, please contact the courier directly to discuss redelivery options using the information provided in the tracking email.
SPECIAL DELIVERY INSTRUCTIONS
Can I specify special delivery instructions and choose a delivery time?

Unfortunately, you cannot specify delivery times at this stage.

As our orders are sent out with “signature on delivery” we ask that the shipping address you nominate please be one where there will be someone to sign for the packages. For example, using a work address in place of a home address if you work during the day.

If you do need to change your delivery address, please make sure that you contact us with plenty of time to change the address.
CHANGING MY ORDER
Can I add items or change my order once I've confirmed and paid for it?

Once orders are placed, they are not able to be edited in any way such as adding additional items or removing items.

If you wish to change your order, you will have to cancel the order and reorder.
To cancel your order, you will need to get in touch with our customer care team by calling us on +61 (02) 6680 4971 Monday to Friday 9am - 5pm AEST or our Contact Us page.
URGENT ORDERS
We understand that your order can be very urgent at times and we always do our best to deliver your items within the deadline that you have indicated.

However, our office cannot guarantee that your package will arrive on time, as we have no control over postal service operations or your order may also experience delays due to a misunderstanding, miscommunication or because of shortage in stock.

Marz Designs cannot be held accountable for these situations.
DAMAGED GOODS
If you've received damaged goods, please email us a picture. An image speaks a thousand words and can be helpful to understand the nature of the damage. We will replace the item if it's faulty or damaged, after a thorough check of the item.

You will need to contact us within 3 business days of receipt of the items in order to make a claim with us or the shipping company.

Packages are insured during transit. Products are not insured against damage at your home, shop or on a job site. Opening the box and checking the order is your responsibility, so please check your delivery ASAP for damage.
RETURNS POLICY
Made to order / Pre-order items:
Order is final once invoice payment has been made. Please choose carefully, as all of these pieces are hand made to order. We do not provide refunds if you simply change your mind or make a wrong decision.

If a return is agreed upon between both parties, you agree to return the goods in their original condition and original sealed packaging to our nominated returns store or depot. If failure to do this and damage is incurred in transit to Marz Designs, all costs will be directed to you and payment must be fulfilled within 48 hours from notification. The shipping cost to return the goods is also your responsibility.

If the items are returned in the original packaging and there is no damage then the cost of the goods will be refunded within 3-7 business days, excluding the cost of shipping.

No exchange or refunds under any circumstances will be accepted for clearance or sale items.

Refunds for the dissatisfaction with colour, grain, veining or texture of wood, ceramic and marble because of natural variations of which Marz Designs has no control, will not be accepted. Presence of such irregularities and subtle imperfections are evidence of the handmade. This must be accepted before the Sale is processed.

Stocked items:
If you would like to arrange a refund you need to contact us within 3 business days of receipt of the items.

If a return is agreed upon between both parties, you agree to return the goods in their original condition and original sealed packaging to our nominated returns store or depot. If failure to do this and damage is incurred in transit to Marz Designs, all costs will be directed to you and payment must be fulfilled within 48 hours from notification. The shipping cost to return the goods is also your responsibility.

If the items are returned in the original packaging and there is no damage then the cost of the goods will be refunded within 3-7 business days, excluding the cost of shipping.

No exchange or refunds under any circumstances will be accepted for clearance or sale items.
INCOMPLETE ORDER
Your items may have been sent in separate parcels. If this is the case you will receive different tracking numbers via email.

If you haven't received an email notification about any changes to your order and you do not see different tracking numbers, but you're still missing an item, please contact us immediately with the following information:

- Invoice number or picture of your invoice
-The number of missing items and the reference (see invoice)
-A picture of the goods you received

Our support team will look into the matter and will solve the issue for you as quickly as possible.

Please note, all missing item claims must be made within 3 days of the delivery date of your order.
INTERNATIONAL SHIPPING
Marz Designs ships worldwide. Customs fees should be considered when placing an order. Customs fees can run up-to approximately 20% of a total order. Any fees associated with customs are not the responsibility of Marz Designs.