Returns & Exchanges
Returns, Refunds & Exchanges Policy
Return Eligibility & Options
We understand that buying clothing online can be difficult — you can’t try items on or feel the fabric before purchasing. That’s why we aim to make our returns process as simple and stress-free as possible.
Please read the following policy carefully before submitting a return request.
Full-Priced Items
All full-priced items are eligible for:
- A full refund
- A free size exchange
To be eligible for a return, the following conditions must be met:
- A return request must be made within 30 days of the delivery date.
- Items must be unworn, unwashed, unaltered, and not personalised.
- Items must be returned in their original condition, with all tags attached and in a resalable state.
- Customers must provide proof of purchase (such as an order confirmation email or receipt).
- The returned item must be received and inspected at our warehouse before a refund or exchange is approved.
- Each order is eligible for one exchange or refund only.
By proceeding with a return request, the customer acknowledges and agrees to follow all return instructions provided by Marshall Menswear.
Returns that do not meet the above conditions may not be accepted.
Full-Priced Item Exchanges
Enjoy one complimentary size exchange on eligible full-priced items with your replacement shipped free of charge—making it easy to find your perfect fit.
Please note:
Full-Priced Item Refunds
We want you to love your purchase. If it's not quite right, eligible full-priced items can be returned within 30 days of delivery for a refund, making it easy to shop with confidence.
Please note:
- Customers are responsible for all return shipping costs associated with refund requests.
- Original shipping charges are non-refundable.
- Returns remain the customer’s responsibility until safely received at our warehouse.
- Marshall Menswear is not responsible for items lost or damaged during return transit, so we recommend securely packaging all returns and using tracked postage where possible.
Once your return has been received and inspected, approved refunds will be processed back to the original payment method.
Processing times may vary depending on your payment provider.
Important Notes
- Returned items that do not meet our return conditions may be rejected and returned to the sender.
- Marshall Menswear reserves the right to deny returns that do not comply with this policy.
- Exchanges are subject to product availability at the time the return is processed.
Clearance Collection Items
Our Clearance Collection offers selected styles at special reduced prices. As these items are being cleared, they have a few different return conditions from our regular collection.
- Clearance items are final sale: Clearance Collection purchases are not eligible for change-of-mind returns, refunds, exchanges, or size swaps.
- Clearly marked before purchase: Clearance items are clearly labelled as “Clearance” throughout our website, including on the homepage, Clearance Collection page, collection listings, and individual product pages.
- Please check your size before ordering: As clearance items cannot be exchanged for another size, we recommend checking our size guide before placing your order. If you're unsure about your size, we're always happy to help.
- Clearance items are heavily discounted as they may include end-of-line styles, discontinued products, previous-season styles, or limited remaining sizes.
- Your consumer rights: Our Clearance Collection policy does not affect or limit any rights you may have under the Australian Consumer Law.
We want you to feel confident before purchasing, so if you have any questions about sizing, fit, or a clearance item, please contact us before ordering and our team will be happy to assist.
Bundle & Multi-Buy Purchases
We want to ensure you receive the best value and fit experience from our Bundle and Multi-Buy offers.
Items purchased under Bundle or Multi-Buy promotions are eligible for a refund only when the entire Bundle is returned in full. We are unable to offer refunds, store credits, or partial returns for individual items within a Bundle.
Bundle and Multi-Buy offers are intended for genuine purchase purposes and are not designed for size comparison, trial-based purchasing, or selective retention of discounted items.
To maintain fairness for all customers, Bundle and Multi-Buy purchases are treated as a single promotional transaction. The offer cannot be used to obtain discounted pricing across multiple size variations of the same item with the intention of returning selected items while retaining others from the same promotional set.
We reserve the right to refuse or limit returns, exchanges, or refunds where a Bundle or Multi-Buy offer appears to have been misused, including patterns consistent with selective retention or fit-testing behaviour.
Customers are welcome to purchase different styles in the same size within a Bundle (for example, Style A – Medium and Style B – Medium).
If a different size is needed, we’re happy to assist with a size exchange for the same style and colour, subject to stock availability.
To keep Bundle pricing simple and fair, all items included in the Bundle must be returned together before a size exchange can be processed.
Please note that size exchanges are available for the same style and colour only and are subject to our Returns Policy.
Non-Eligible Orders For Returns
- Clearance Collection Items
- Items purchased through third-party marketplaces, resellers, or private sellers
- Gifted items without the original purchaser’s order confirmation
- Orders where ownership has been transferred after delivery
- Returns with mismatched, altered, or unverifiable order details
- Items showing signs of wear, washing, odour, alteration, or damage
- Orders not placed directly on marshallmenswear.com.au, or without a valid order number matching the original purchaser’s email
Rejected items will be returned to the customer at their expense.
How to do Returns & Exchanges for an Online Order
We’ve made returns simple and stress-free. Just follow these steps:
Step 1 –Request a Return
To initiate a return or exchange, please contact us at service@marshallmenswear.com.au. We will provide you with our Returns & Exchanges Form, which must be completed and returned to us either by email or included with your returned/exchanged item/items. For any quality-related issues, please attach proof showing the defect or concern.
Step 2 – Prepare Your Item
Ensure it’s unworn, unwashed, unaltered, not personalized, and in original condition with tags attached. Please pack the item securely to prevent damage during transit.
Step 3 – Send It Back to Us
Please send the item back to our warehouse so we can process your return:
Marshall Menswear
2 Chiffon Grove
Clyde North VIC 3978
Please note: For refunds and size exchanges on eligible full-priced items, customers are responsible for returning the item to our warehouse and ensuring it arrives safely, as it remains their responsibility until it has been received by us.
Processing
Your return will be handled within 24 hours of arrival, with updates provided at every stage.
Warranty
All our products come with a one year warranty. If you believe there is a fault with your item, contact us at service@marshallmenswear.com.au with your order number, description of the issue, and photos if possible.
If the fault is due to a manufacturing defect, we will issue a refund or replacement depending on the situation and product availability.
This warranty does not cover damage from misuse, accidents, normal wear and tear, or failure to follow care instructions.
Note: Marshall Menswear honours all rights and remedies provided under Australian Consumer Law. Warranty and fault-based claims will be assessed in accordance with these consumer guarantees and may require reasonable proof of purchase and evidence of the issue.Faulty Items
At Marshall Menswear, every garment is carefully inspected by our Quality Control team before dispatch. Fault claims must be reported within 48 hours of delivery and must be supported by clear photographic evidence. Claims relating to normal wear and tear, natural fabric characteristics, sizing or fit preference, or damage caused after delivery will not be considered faults. Any claim submitted outside the 48 hours reporting period or without sufficient photographic evidence may be declined. In the unlikely event you receive a faulty or damaged item, please contact us promptly at service@marshallmenswear.com.au with:
- Clear photos of the fault
- A brief description of the problem
- Your order number and contact details
If a genuine manufacturing fault is identified, we’ll issue a reply-paid return label at no additional cost. You may then request:
- A replacement of the same item (subject to stock availability)
- An alternative item of equal value
- A full refund to your original payment method
Customer Responsibility & Exceptions
We reserve the right not to accept a return, faulty claim and warranty claim if the issue arises due to customer misuse, neglect, or reasonable wear and tear. To the maximum extent permitted by law, we are not liable for any defect, damage, or loss of the Goods caused, wholly or partly, by:
- Your failure to properly maintain, store, or care for the Goods;
- Your use of the Goods for purposes other than those for which they were designed;
- Your failure to follow any instructions or guidelines provided by us, including care and usage instructions;
- Fair wear and tear, accidents, or events beyond our control (including natural disasters or other unforeseen events).
This section applies to both standard returns, faulty claim and warranty claim. Nothing in this policy affects your statutory rights under applicable consumer protection laws.
Wrong Item Received
If you’ve received an incorrect item, contact us promptly. We will send you the correct item without delay and provide a prepaid return label for the incorrect item.
To ensure a smooth exchange, please return the item in its original condition with all tags attached.
Order Changes, Incorrect Items & Delivery Details
Please Check Your Order Before Checkout
We want to make sure you receive exactly what you ordered. Before completing your purchase, please carefully review your product, size, colour and quantity, as well as your delivery details.
Orders are processed according to the selections and information provided at checkout. We do not routinely verify or confirm customer selections or delivery details before dispatch.
Changes or Cancellations After Ordering
If you realise you have made a mistake after placing your order, please contact us as soon as possible with your order number and let us know what you would like to change.
We may be able to assist if your order has not yet been fulfilled. However, changes or cancellations are not guaranteed and depend on the status of your order at the time we receive your request.
Once an order has been fulfilled, we are unable to make any changes or cancellations.
This includes requests to:
- Change the size, colour or style
- Add or remove an item
- Increase or reduce the quantity
- Substitute an item for another product
- Cancel the order
- Change the delivery address
If we are unable to make the requested change or cancellation, the order will be fulfilled according to the selections and information submitted at checkout.
If You Ordered the Wrong Size or Item
If you realise you selected the wrong size, colour, style or item, please contact us as soon as possible. We may be able to assist if your order has not yet been fulfilled, but changes are not guaranteed.
If your order has already been fulfilled, it cannot be changed.
Once you receive your order, you may contact us to request an exchange for an eligible full-priced item, subject to stock availability and the conditions below.
How to request an exchange:
- Receive your order and check the item.
- Contact us with your order number and let us know what you would like to exchange.
- Wait for our confirmation that the requested replacement is available. We will advise you of any applicable postage fees.
- Return the original item only after we have confirmed the exchange and you have agreed to any applicable postage fees.
- The item must be returned unworn, unwashed and in original, resalable condition, free from stains, marks, odours or damage, with all original tags attached.
- Once we receive and inspect the item, we will process the approved exchange and arrange the replacement.
If your requested replacement is unavailable, we will let you know before you return the original item.
Items that show signs of wear, washing, stains, odours or damage, or are returned without their original tags, may not be accepted for exchange.
Clearance Items
Our Clearance Collection is offered at specially reduced prices and is final sale.
Clearance items are not eligible for change-of-mind returns, refunds, exchanges or size swaps.
Clearance items are clearly identified before purchase. Please take extra care to check your product, size, colour and quantity before completing your purchase.
Duplicate or Accidental Orders
If you accidentally place more than one order, please contact us as soon as possible.
We may be able to assist if the orders have not yet been fulfilled or shipped. However, cancellation or combining of orders is not guaranteed and depends on the status of the orders when we receive your request.
Once an order has been fulfilled, we are unable to cancel, combine or amend the order. Separate orders will be treated as separate transactions and our applicable Returns & Exchanges Policy will apply.
Delivery Address Errors & Returned Parcels
Our standard returns and exchanges policy applies to eligible items that have been successfully delivered. Parcels returned to us due to incorrect or incomplete delivery details are handled separately from our standard returns and exchanges policy.
Customers are responsible for providing accurate delivery details at checkout. If a parcel is returned to us due to incorrect or incomplete address information, redelivery can be arranged for a flat fee of $20 AUD.
If you notice an incorrect delivery address after placing your order, please contact us as soon as possible.
We may be able to update the delivery address if the order has not yet been fulfilled. However, address changes are not guaranteed.
Once an order has been fulfilled, we are unable to change the delivery address.
If you choose not to proceed with redelivery, please contact our customer care team to discuss the available options. Where a refund is applicable, delivery costs already incurred and a flat fee of $2.50 Restocking Fee will be deductedfrom the refundable amount. Any remaining refundable amount will be returned to your original payment method.
For further information about returned parcels, redelivery fees and delivery arrangements, please refer to our Shipping & Delivery Policy.
Australian Consumer Law
Nothing in this policy excludes, restricts or limits any rights or remedies available to you under the Australian Consumer Law, including rights relating to products that are faulty, damaged, incorrectly supplied or do not meet the applicable consumer guarantees.