Frequently asked questions

How do I know if an item will fit me?

We can’t always guarantee something will fit. If you are unsure about the sizing, please see our sizing chart.

Marco Polo offers free returns on all eligible Australian orders.

Can I change my order?

Unfortunately we cannot make changes to orders once they’ve been placed, so please ensure you review all of your details before completing the checkout process.

Will I be charged duties and taxes on my order?

International orders may be subject to duties and tax charges.  These charges are different for each country, so please contact your country’s local customs department if you are unsure if these apply to you.  We are not responsible for any extra charges that occur after your order has left Australia.  Your parcel may be held up in Customs at the destination until you pay the taxes owing.

What payment methods are available?

Our online store accepts Visa, Mastercard, AMEX, PayPal, Shop Pay, Afterpay, Google Pay and ApplePay as payment. Unfortunately we are unable to accept cheque or Bpay.

Can I place an order by phone?

We prefer that you place your order through our online store as the payment gateway is secure and much safer for you.  If you do prefer to place your order by phone, please call our customer service department between the hours of 8.30am and 4.30pm (AEST), Monday - Friday on +61 1800 001 399.

How long does it take for my order to arrive?

Standard Delivery:

- 2-5 business days - VIC, NSW
- 3-6 business days - ACT, SA, TAS & QLD metro
- 3-10 business days - WA and most regional areas
- 3-8 business days - New Zealand

Express Delivery:

- 2-3 business days - VIC, NSW
- 2-4 business days - ACT, SA, TAS & QLD metro
- 3-5 business days - WA and most regional areas
- 3-6 business days - New Zealand

How do I track an order?

Once your order is despatched you will receive an email containing a link to the Australia Post website, where the order can be tracked.

What can I do if my order hasn’t arrived?

Once the order has been despatched, your tracking details will be e-mailed to you so you can track the item online.  For all international orders, please check with your local Post Office.  Your parcel may be waiting for a signature before delivery.  Alternatively, please contact our online store on support@marcopolo-australia.com.au 

The garment I ordered doesn’t suit me, can I return it?

You can return an online purchase within 30 days of receiving your order for a full refund (excluding postage) or an exchange.

Marco Polo offers free returns on all eligible Australian orders.

Please refer to our Returns Policy  for more information.

What if I receive a faulty item?

Please contact us on support@marcopolo-australia.com.au and we look forward to helping you with your question.