Shipping and Returns – MARKET HQ

MERRY CHRISTMAS, YO! FREE SHIPPING FOR AUS ORDERS OVER $50 - FREE SHIPPING WORLDWIDE ORDERS OVER $150*

Shipping and Returns

SHIPPING  

The Cost

Australia - Deliveries for orders over the value of $50 are free.

Orders under $50 will incur an $8 delivery charge.

New Zealand - Deliveries for orders over the value of $75 are free

Orders under $75 will incur a $30 delivery charge.

Rest of the world - Deliveries for orders over the value of $150 are free

Orders under $150 will incur a $30 delivery charge.

*Please note all international customs charges and taxes are payable by the receiver. MarketHQ.com is not responsible for any additional charges incurred for shipping orders internationally.

Once you have ordered your product online, we know you will want it in a hurry so we’ve teamed up with Australia Air Express Post Service to offer priority delivery for all Australian capital cities and major metro areas. For those regional, rural and more remote customers we will do our best to get it to you ASAP.

Orders placed before 12 pm each working day will be delivered priority within 2-3 working days to all major metro areas and capital cities in Australia.

Orders to areas excluded from above policy will be delivered according to AAE delivery route, however generally within 2-5 working days

Orders placed on the weekends will be handled along with all orders placed up until Monday, 12pm, and will be delivered within 2-3 working days.

Orders placed during sale periods can be expected to take longer than the usual 2-3 working days although we will do out best to have these dispatched as soon as possible. 

Orders placed on public holidays will be handled on the next working day and be dispatched before 12.00pm for 2-3 working day delivery (all capital cities and major metro areas)

International orders will be shipped via TNT, delivery times are dependent on location however general delivery window is between 3 -14 working days.   

Please note that all orders returned to sender due to not being claimed at the international destination will be refunded and the stock returned to system. Customers will be charged the outstanding customs and freight fees. The product can be re dispatched however at the customers expense.

To reduce the risk of online credit card fraud Market HQ may request additional identification such as a current driver license or passport, utility bill or any other form of identification that will assist in confirming the identity of the card holder.

Please note that Market HQ are not responsible for AAE’s delivery schedule. If there are road, traffic or freight issues we will help get you your package ASAP however Market HQ are not  responsible for the delivery once it leaves head office. 

 

Sydney Metro Same Day Delivery.

NSW orders placed with a delivery address within a 15km radius of Alexandria, NSW qualify for $10.00 WANT IT NOW same day delivery. If this is the service you require please ensure the address, suburb (city) and postcode are correct. We will only attempt to deliver orders once so please make sure you or the nominated person are at the delivery address between the allocated delivery times. Returns for same day delivery must be returned via the normal returns system.

Morning orders placed between 7.00am - 11.30am will be collected from our warehouse at 12.30pm, they will then be delivered within 3 hours.

Afternoon orders placed between 11.30am - 4.00pm will be picked up from our warehouse at 5.00pm and delivered (to your home address) within 3hours.

 

Duties, GST, VAT or customs charges
All prices are in Australian dollars. The prices within the online store DO NOT include relevant overseas duties and other customs charges you may incur. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

Please contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

PLEASE NOTE: To comply with Australian export regulations we are required to declare the exact value of all items ordered and to mark them as dutiable ‘merchandise’. We are also prohibited by law from marking the order as a ‘gift’, even if the order is placed with the intention of sending to a gift recipient.

REFUSED SHIPMENTS

If you refuse a shipment from Market HQ, you are responsible for the original shipping charges, any Import Fees (Customs charges) that are incurred on the package, and the cost of returning the package to Market HQ. This amount will be deducted from your merchandise refund.

*Please note all international customs charges and taxes are payable by the receiver. MarketHQ.com is not responsible for any additional charges incurred for shipping orders internationally.


How to track the status of your order

Once your product is packed and dispatched we will send you an email, with a unique tracking code and a link for you to track how far away your order is to your door.

What if I am not home when the order is delivered?

We want to ensure your parcel will arrive in great condition and securely so if you are not at home when your package arrives, Australian air express will leave a card with a unique barcode which you just need to take to the nominated Australia Post branch and pick it up. As we want only you to receive your package, all AAE deliveries require a signature.

MARKET HQ will take no responsibility

For any questions, feedback or concerns you can either call us on 1800 809 895 or email us on customercare@markethq.com.au and one of our customer service team will be able to answer any questions you may have.

MINKPINK, STAPLE, EVIL TWIN, and SOMEDAYS LOVIN are stocked to Australia and New Zealand only. 

It is the responsibility of the receiver to  make sure all address details are correct. MARKET HQ will not accept responsibility for lost parcels. For all orders that require redelivery due to incorrect information a delivery fee will be charged. Please supply the most accessible address to help get your package to you on time.

Our products

MARKET HQ has sourced some of the most beautiful clothing and jewelery from Australia and all over the world. We have offered you a unique way of shopping, by doing all the hard work in putting together the perfect outfit! All garments on MARKET HQ are styled by looks, which enable you to add the complete outfit, even down to the accessories to your cart.

How to shop

1.       Use the CLOTHING, BAGS, SHOES and ACCESSORIES links to help you find what you are looking for. You can also shop by browsing designers or using our “LOOKS” feature.

2.       Once you have found an item you wish to purchase, click on the “ADD TO BAG” link. Choose your size and add to CART.

3.       Review the items in your shopping bag by clicking the SHOPPING CART. You can use the REMOVE FROM CART link to delete items from your shopping bag, if you have found something even better.

4.       Click on PROCEED TO PURCHASE to complete your order.

First time orders

To avoid delays to your order, please ensure that your billing address matches the address for delivery, and that the card holder's name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary.

Sizing information

The sizing varies considerably amongst the designers we stock. So to help you choose the best size, you'll find the following information on every product page:

1.       A link to a 'size conversion chart' to help you convert international sizes, as well as product measurements and a guide to using these.

2.       A 'size & fit ' section with further information on how the garment fits, and whether it runs true, small or large too small. We here at MARKET HQ personally wear and try on every garment. We also range from a size 6 to size 16 so we know what will look good.

Vintage sizing and modern sizing are very different. Because of this we have done our best to provide detailed measurements of all vintage clothing to determine whether or not a garment will fit correctly. 

All bust, waist and hip measurements are taken straight across while garment is laid flat. Please double bust waist and hip measurements.

If you need more help our team are happy to answer all questions on sizing and fit - simply email hello@markethq.com.au

 Sale PURCHASES

All sale purchases will be shipped in basic packaging.

Shoes

Orders consisting solely of shoes will be delivered in the original designer packaging.

Returns

At MARKET HQ we understand that online shopping can be hard. You didn’t get the right size or that colour doesn’t really look as great on you as you thought? We are happy to provide full priced items with a refund, exchange or store credit if the goods are returned with in 7 days of receipt of purchase. Sale items are unable to be returned - these sales are final. 

Returns should be returned new, unused and with all MARKET HQ and designer tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. Where provided belts, accessories and any designer packaging such as dust bags and authenticity tags.

You will then need to return the product within 7 days of receiving your parcel. Outside of these time frames a return may be accepted at the discretion of MARKET HQ. All return packages must be received by MARKET HQ within 14 days of  you receiving the parcel, other wise a refund will not be granted.

At MARKET HQ we make every effort to display the garments and colours as accurately as possible. However as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate. 

**As of 13/03/14 No returns or exchanges on sale items. All sales are final. **

To return an item please fill out returns form enlclosed in your order and post to below address. If you have lost your returns form please note down your Name, Address and order number on a piece of paper and place in the parcel. 

Return Address: Market HQ Returns, 28 Bowden Street, Alexandria 2015. Please insure you get a tracking number for all returned parcels as Market HQ cannot take responsibility for any parcels that go missing.

Please allow 10 working days from the day you post your return for this to be processed. Once the return has been processed you will receive an email confirming the return.  

Marklet HQ will refund the amount paid for items returned to us but not the shipping fee. 

INTERNATIONAL RETURNS as of 27/05/14.

Full priced items in international orders may only be sent back for a refund. No exchanges or store credits. 

Replacements 

A direct exchange can only be made if you would like to change the size of your garment. If you would like another item instead please request a store credit and then purchase the new item on a seperate order. 

MARKET HQ will not charge postage on your first size exchange, postage for any additional exchanges will be charged to the customer as per our listed postage rates.

All international orders are not exchanged at the cost of MARKET HQ. We will happily accept exchanges on a change of size however you will need to pay the $30 shipping fee for the new size to be returned.

 * A 14 day allowance will be granted for international returns.

SHOES

All Shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.

SWIMWEAR

Bikini’s bottoms and one piece should be tried on over underwear, without removing the protective adhesive strip. Returns may not be accepted if this strip has been removed or if items are soiled, and may be sent back to the customer.

FAULTY GOODS

Goods are classified as faulty if they are received damaged. All garments must be returned to us within 3 months form purchase date. This is a sufficient amount of time to find a manufacturing fault. All returns after this date will be at the discretion of MARKET HQ. Where possible we will offer to repair faulty items.  If you wish to exchange your item please be aware that we can only replace it for the same product if it is available. You will receive a full refund if the goods cannot be repaired or replaced.

Please contact returns@markethq.com.au   for any inquiries and RA numbers.

VINTAGE

Vintage Clothing is a generic term for second hand clothing or pre loved. Our vintage clothing has had a life of its own before it found you. Please be aware that vintage clothing has a few small signs of wear and tear. We have done our best to make sure you are aware of all flaws in the garments by making a note of them in the details section.

Please pay close attention to measurements given for each garment, as we do not offer refunds on Vintage garments that do not fit. The sizes we give are accurate measurements however these are meant only as a guide line. Returns on Vintage will only be given if the garment is grossly different than our representation.  We thoroughly inspect every item to ensure to all garments are of the best quality before selling them on MARKET HQ.

We recommend that all customers wash or dry clean all items before wearing.

 

Promotions and Discounts

All promotions and discounts are subject to approval by Market HQ. Market HQ reserves the right to dishonour expired or inactive discount codes, promotional codes and gift vouchers. SuperMarket discount codes are specific to the individual product highlighted in the promotion. SuperMarket discount codes are valid for a limited time only (unless otherwise stated) and can not be redeemed once the sale has expired.


 

 

 

 

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