MARAIS Avis 10

They said I had fourteen days to return the item I purchased. They did not disclose that timeframe included shipping time to the US. I tried to return the item within TWO days of receiving it but surpassed the fourteen day window. Absolutely do not transact with this company if you are in the US. When I requested a waiver for the shipping window, they then said the item could not be returned because it was on sale. There was no clearly stated text / disclaimer throughout the checkout process indicating that a sale item could not be returned.

I ordered a pair of shoes from Marais.com and I needed to exchange them for a different size. The exchange process was a complicated nightmare as they had to organise a courier to pick them up in person which I had to leave work early for and they also charged me another $20 shipping for. By the time the shoes reached them I was then notified that the size I had organised the exchange for had become unavailable. I demanded a refund but was told the $20 shipping would not be reimbursed. Do not shop here.

Unfortunately what everyone has said below is true about Marais being fraudulent. They are deceitful in their advertising and have refused to refund items that ran large. Once you've received the item, you will never get your money back even though theyre at fault for not having advised that it ran small or large (this is a requirement by law)
Please dont buy from here, it is truly not worth it as they are deeply deceptive and you will very likely not get what you want and end up at a loss financially.

Be careful in dealing with them, specially with product return policy. I had a bad experience.

Tips: always get reciept.
Dont accept, pay now and wait for order to be delivered or pick up.
Costumer service is very poor.

Do not buy from this company

They did not fulfill my order and are now trying to dispute that I received it

Please do not buy from here

Marais is a fraudulent and deceitful company. I purchased an expensive jacket and when I tried it on at home found it was too big (after being assured by staff it wasn't) and the fabric quality was unacceptable. I had to wait weeks for a reply from customer service which indicated I had complained about the price and therefore nothing could be done about it. This was a total misrepresentation of the issue. I am left with a garment that I can't wear. No customer care at all. I have lodged a complaint with the Consumer Protection Authority

GIVENCHY sneakers were faulty within 6 months.
MARAIS said to pay for fix.
I contacted GIVENCHY, they said warranty fix and no chargers.
GIVENCHY and MARAIS no longer have a relationship for fix or sales!
Forwarded email to MARAIS, still want me to pay for fix

My emails are now being forwarded to ACCC and local news reporter

I am extremely disappointed with my recent purchase from Marais Australia. I received a pair of shoes that were in unacceptable condition. The leather was worn, the color had come off in several places, and to make matters worse, upon further inspection, I found a dead fly inside one of the shoes and more worn leather under the laces.

I reached out to Marais Australia immediately, requesting a replacement pair, but have yet to receive any response. This level of quality control and customer service is truly unacceptable for a brand of this stature.

I expected much better from Marais Australia and am deeply frustrated by this experience. Where is their quality control and customer service? Buyers beware.

I am a first time customer with Marais & I recently ordered a pair of boots which arrived albeit with the usual TNT stuff around. They were on sale.
On trying them on they were far too narrow and contacted Marais for a refund. The first few emails bounced back. I phoned and was asked to complete the online form and stated there would be a delay in responding as they were so busy. The form would not submit. I called again and received a different email address. I emailed requesting the return & refund but was met with the ‘terms & conditions’ that only an exchange or credit was available to me. I informed them of their responsibility under ACCC & ACL which they completely ignored and refused to respond in amy way bar ‘exchange or return’. The fact that they just ignore the law just exposes them as a business that warrants negative exposure and my intention is to file formal complaints with every government authority available. Finally thanks to Marais for the crap first time purchase experience as shows why so many Australian consumers shop overseas rather than support businesses that flout their responsibilities.

I ordered multiple times now with Marais and their service is as premium as their products. The overnight express shipping is a real treat between Melbourne and Sydney. Very happy customer!