FAQ – MARLII LAB

Visiting The Boutique

Do you have a store I can visit?

At MARLII LAB, we offer a unique luxury experience to explore our jewellery collection. You can book an appointment to visit us, where a member of our sales team will guide you through a personalised session, allowing you to try on and select your desired pieces in an exclusive setting.

What happens during an appointment?

During your appointment, we will provide a serene and luxurious environment for you to relax and enjoy. We begin with offering tea or coffee, and you can browse our jewellery in our private lounge overlooking the leafy Victoria Square. If you find 'the one' and make a purchase, we will celebrate with sparkling wine and high tea.

Can I bring someone with me to my appointment?

Absolutely, you are welcome to bring your partner, a friend, or a family member. We do ask that you limit your guests to no more than two people. Please let us know in your booking form so we can prepare for your visit accordingly.

What happens after my appointment?

After your appointment, our team will follow up to gather your feedback and note any special pieces you are interested in revisiting. We will invite you for a second visit to review your chosen pieces and any custom drawings we have created for your bespoke jewellery.

Warranty & Repair

What Is Your Warranty + Lifetime Repairs Service?

You can find our Returns Policy here.

What Do I Do If My Jewellery Is Lost Or Stolen?

Unfortunately, our Warranty does not cover the loss or theft of any pieces. We would advise you to contact your home, contents or travel insurance company to make a claim with them directly. We are happy to provide any proof of purchase information that you may need, to request this information please contact hello@marliilab.com.

How Do I Resize My MARLII LAB Ring?

We will happily resize your ring for free within 3 years of purchase, provided you have valid proof of purchase. Please note that only the first resize is complimentary. After 3 years, or for additional resizes, we offer resizing services for a fee. To discuss your resizing needs, please reach out to our team at hello@marliilab.com or book a resizing appointment directly through our online booking portal.

Our resizing services are designed to ensure your ring fits perfectly and comfortably. However, please note that not all band styles can be resized, including fully pavé bands. If you would like to check whether your band can be resized, please contact our Customer Care team who will be happy to assist you.

We are dedicated to ensuring your satisfaction with your MARLII LAB jewellery and are here to support you with any resizing needs. If you have any questions or need further assistance, please do not hesitate to contact us.

Returns/Exchanges

Do You Accept Change Of Mind Returns?

At MARLII LAB, we custom-make each piece specifically for you, ensuring it meets our high standards of quality and craftsmanship. Due to the personalised nature of our products, we generally can't accept returns unless an item arrives faulty. However, we understand that sometimes a piece may not be exactly what you expected. If you're not completely satisfied with your purchase, we offer a store credit for change-of-mind returns within 30 days of receiving the product. Please note that to be eligible for a store credit, items must be returned in their original condition and packaging.

What If My Piece Of Jewellery Is Faulty?

We sincerely apologise if you have experienced any fault with your MARLII LAB jewellery.

Our customer service team would be happy to assist - Please Contact Us before returning your item to us, so that our team can advise you of next steps and time frames for a replacement item.

Shipping

How Much Is Shipping?

Marlii provides complimentary domestic express shipping on all orders. International orders incur a small shipping fee that is calculated at checkout.

Will I Need To Pay Customs Duties & Taxes?

International orders may be subject to customs or import duties and tax charges once they reach their destination country outside of Australia. These charges are payable by the customer and we do not currently cover this cost.

Can I Pick Up My Order?

Not yet. We currently do not provide a click and collect service.

Can You Deliver To A PO Box Address?

At Marlii Lab, we're devoted to making sure your order reaches you safely. To this end, we can deliver to PO Box numbers for your convenience. However, please note that we are unable to deliver to BFPO addresses, mail-forwarding addresses, and temporary residence locations. Thank you for your understanding as we work to ensure the secure delivery of your Marlii pieces.

How Long Will My MARLII LAB Order Take?

Please allow 14-28 working days for your order to be dispatched (excluding weekends). Transit time is commonly within 3 working days for domestic orders, and 10 working days for international orders

Can I Track My Order Once It's Dispatched?

We provide tracking numbers and regular updates once your order has been dispatched and this is on your dispatch email.

Purchase Experience

How secure is my payment information on your website?

We use a secure payment gateway to process your payments. Your payment information is encrypted and secure. You can see the security badges on our website for assurance.

What kind of customer service can I expect from MARLII LAB?

At MARLII LAB, we pride ourselves on providing exceptional customer service. We offer multiple ways to reach us, including phone, email, and chat, and we aim to respond as quickly as possible to all queries.

Product Quality and Pricing

How can I be sure of the quality of your jewellery?

At MARLII LAB, we are unwavering in our commitment to quality. Each piece of jewellery is meticulously crafted in Australia using only the finest materials, ensuring that every item meets our exacting standards. Our master artisans bring exceptional skill and dedication to their work, creating timeless pieces that are as durable as they are beautiful.

We understand that purchasing jewellery is a significant investment, which is why we provide comprehensive descriptions and high-resolution images of our products. These detailed visuals and insights allow you to appreciate the superior craftsmanship and exquisite details of each piece from the comfort of your home.

How I can be sure I am getting a Diamond and not an alternative stone?

At MARLII LAB, we ensure the authenticity and quality of our diamonds. All diamonds over 0.50ct come with a gemological certificate from either the International Gemological Institute (IGI) or the Gemological Institute of America (GIA). These certificates provide detailed information about the diamond's characteristics, including its cut, clarity, colour, and carat weight, as well as its authenticity.

You can be confident that you are receiving a genuine diamond, as these certifications are recognised and trusted worldwide for their rigorous standards and accuracy. If you have any further questions or need additional assurance, our Customer Care team is always available to assist you.