Whether it be tracking your order, drop shipping custom orders or simply choosing your desired best ship method we make this process as stress-free as possible, here is how we do it.
You’ll receive an email with your tracking information once your order has been processed.
You may track your order via Aftership.com to receive updates & detailed real-time tracking.
Delivery Rates as of January 1st, 2017 – 1:00pm AEST
When Shopping Online please refer to the individual website for integrated real time standard, express and free freight options.
For Salons and Trade Pros placing orders via the Phone or Email with our customer service team the following State specific Handling and Standard national freight charges apply.
Please Note for all Express national freight a Maximum Weight of 4kg per shipment applies and is NOT a guaranteed overnight service subject to carrier terms.
Free freight and handling applies for all Trade Pro orders placed via the phone above $1,000, standard, express and free freight options exclude all bulk large volume, equipment & kit purchases.
For Distributors and Wholesalers placing orders via the Phone or Email with our customer service team the following State specific Handling and Standard national freight charges apply.
As we require a signature for all packages, we do not ship to P.O. BOX or Parcel Lockers. We only ship to valid residential or home address to which we can ship the order.
Marq Group will not be liable for any lost orders should you request for your order to be delivered without any signature.
Any request for Authority to Leave without Signature will be at your own risk.
The delivery address for an order must be a valid residential address – we do not ship to P.O. Box or Parcel Lockers. Unfortunately, the delivery address cannot be amended once the order has been paid.
In the event that the wrong address is indicated in the order, and the package is delivered, Marq Group will not be liable for any replacement or refund.
The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address.
Currently, only within specially selected times of the year we may offer Gift Packaging Option.
During these times please select MAKE YOUR ORDER A GIFT at the checkout page and include a personalized message with your order
To track and check the status of your order please click the link attached in the shipping confirmation email sent to your mailbox or visit Aftership.com and enter your tracking number. We will notify you via email when your package is in transit and ready for delivery.
There is no re-delivery option. If no one is available to receive your package, the courier will provide you with a Card to collect your package at the nearest post office, news agency or other nominated collection point.
We don’t currently offer store pick-up at the moment. We’re working on it, though!
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Without limiting the foregoing, if an item you receive is defective or incorrect, we will replace it with a non-defective item or provide you with a refund of the cost of the item, provided that:
We will send you a return label to use in order to return us the defective or incorrect item.
This policy does not apply to change-of-mind returns, or for reasons that the product doesn’t suit your skin tone or similar. If you change your mind about the product, please see instructions below under “What happens if I am unhappy with the product I purchase or I changed my mind?”.
Refunds will only be made to original payment method. For refunds requested over 60 days of completing a payment, a credit voucher will be given in place of a refund.
At Marq Group, we specially curate the products we carry. The ingredients of the product are listed on the page to help you identify any sensitivities with certain ingredients.
Different skin types and skin conditions may react differently to our products and brands. It is always best to know and understand how your skin reacts to different products and ingredients.
If you experienced an allergic reaction, please send a detailed description of what occurred along with the pictures to email@example.com. We will communicate this to the brand and help find an appropriate solution.
Please note that issues must be reported within 30 days of receipt of item. In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.
Shopping online can be tricky, however, should you wish to return an item that you’ve purchased, please email us at firstname.lastname@example.org. You will need to ship us back the item and a credit voucher will be issued to you once we have received the items and inspected them. The Credit voucher can be used for online purchase only. Please be advise that the items must meet the following conditions before any refund will be issued.
MQ Group Customer Service
2/49 Bertie St
Port Melbourne VIC 3207
Please include a note with your Name and Order number for reference
Please email us at email@example.com with your courier tracking id
Note: Shipping cost will not be refunded by MQ Group and refund will only be via credit voucher. The Credit voucher can be used for online purchase only
Unfortunately, at this moment, all items purchased via any of our stockist must be returned to the purchase origin.
As brand owners if you have purchased items in any of our stockists, you may return it within 7 days to Marq Group following the process above. In addition to complete this process you must return back the product within 7 days, with the purchase receipt from the stockist for exchange or credit voucher. Products must be unused, seal unbroken and in its original packaging. You may also have statutory rights under the Australian Consumer Law which cannot be limited or excluded.
Within our online store, we do not have an option to test or see the products before purchasing them. However, we do have a dedicated team of beauty experts that are ready to answer all your beauty questions.
They are well-versed on every product we carry – and even use them in their daily routines. Please also check the ingredients listing before completing your purchase to identify any allergens.
Alternatively, you may be able to try the product at one of our stockists if available. We suggest you give the stockist a call to ensure that the product you wish to try is available, as not all online products are available via our stockists.
(i) The Terms supersede any oral or written agreements that may have been previously reached between Marque Of Brands and the Customer. These Terms apply regardless of any contrary express or implied terms, conditions or warranties in any of the Customer’s documents.
(ii) These Terms shall be deemed to be incorporated into any and all orders and contracts concluded with Marque Of Brands.
(iii) If any provision of the Terms is determined to be invalid, void, illegal or unenforceable the validity, existence, legality and enforceability of the remaining provisions will not be affected, prejudiced or impaired.
(iv) Together with the terms contained in any quotation and/or Order, any Special Conditions these Terms form a contract between Marque Of Brands and the Customer.
(a) All Orders for Goods is an offer by you to purchase Goods pursuant to these Terms. (b) Acceptance and delivery of Goods to you is conclusive evidence of your acceptance of these Terms.
(a) These Terms apply to any quotation given to you.
(b) No quotations, representations or oral arrangements are binding upon Marque Of Brands, unless and until confirmed by us in writing, or through the actual acceptance of an Order by us.
(c) Quotations are subject to change prior to acceptance.
(d) An Order or quotation cannot be altered by you without our written consent.
(e) A quotation is deemed to have been accepted by you on the placing of an Order.
(a) Unless agreed upon in writing, all Orders by you must be placed at least thirty (30) days before expected delivery.
(b) You agrees that a change in design, packaging or finish of the Goods between acceptance of the Order and delivery of the Goods will not render the Goods of unmerchantable quality or unfit for purpose and will not constitute a failure to meet any description or sample.
(c) We may from time to time advise you of the maximum Price at which the Goods are to be sold, or offered for sale. You agree that it will not sell, offer for sale the Goods for a Price that is more than the notified maximum Price advised by us.
(a) The Price will be Marque Of Brands quoted price as contained in a quotation or Order, subject to clause 3 and this clause 5.
(b) All pricing is offered exclusive of Goods and Services Tax and in Australian Dollars.
(c) We reserve the right to alter the sales price at any point in time, by providing not less than thirty (30) days’ notice to you.
(d) We reserve the right to immediately alter, without notice, any price to any Customer if external forces (for example, government policies/laws/regulations currency exchange shifts, raw materials cost increases or increase costs of suppliers) impose costs or conditions upon use that are deemed by us to be out of your control.
(e) Unless otherwise agreed in writing with you, Goods are non-returnable.
(a) At our sole discretion delivery of the Goods will take place when:
(i) You take possession of the Goods at our address having a signed authority of acceptance; and or
(ii) You take possession of the Goods at your nominated address (in the event that the Goods are delivered by us or our carrier having a signed authority of acceptance).
(b) Goods are transported at your risk.
(c) We are not liable or responsible for any delay incurred in the delivery process incurred by your nominated carrier.
(d) Statements regarding delivery times and periods are approximates only, unless otherwise provided in writing.
(e) If, for whatever reason, you do not accept and pay in full for the Goods delivered pursuant to an Order, all costs resulting from return transport, storage, recycling, scrapping, re-sale and other costs will be at your expense.
(f) Failure by us to deliver the Goods by reason of any circumstances of whatever nature including but not limited to fire, flood, explosion, strike, lock-out or other industrial act or dispute, the breakdown of or accident to plant, unavailability of shortage of raw material, labour, power supplies, or transport facilities, international transportation delay, storm, a shortage of product, an act of God, or any order or direction of any local, state or federal government or government authority or instrumentality shall not constitute a breach of these terms and conditions or render Marque Of Brands to any liability.
(a) Payment must be made in full no later than the date at which the payment falls due, without any discount and/or offset, unless otherwise agreed upon in writing. If not date of payment is specified then payment shall be due fourteen (14) following the date of invoice.
(b) Payment must be made in the manner set out in the invoice. The provision of payment terms is in our absolute discretion.
(c) If you default in payment of any invoice when due, you indemnify us from and against all costs and disbursements incurred by us in pursuing the debt including legal costs on a solicitor and own client basis and our collection agency costs.
(d) Claims in respect of allegedly defective Goods or Goods with deviations from specifications will not be grounds for withholding payment of account and will not give you any right to offset payment of account.
(e) In the case of your failure to pay the invoice/account amount by the due date, it will become immediately due and payable, without any notice of default being required. In the event of late payment, you must pay interest at the rate of 1.5% per month calculated daily on the invoice amount for the time by which the payment period has been exceeded.
(f) We retain the right to terminate the Contract or to suspend its performance in full or in part with immediate effect, without prejudice to our other rights, if:
(i) any money payable to us becomes overdue, or in our opinion you will be unable to meet its payment obligations as they fall due;
(ii) you die, apply for suspension of payments, files for a bankruptcy order or requests to;
(iii) you are admitted to a statutory debt rescheduling, scheme or management arrangement;
(iv) bankruptcy, liquidation or like proceedings are instituted against the Customer; or
(v) Your business is closed down or liquidated.
(g) Without limiting any other provision of these terms, you agree:
(i) that we hold a security interest for the purposes of the Personal Property Securities Act 2009 (Cth) (“PPSA”) (by virtue of the retention of title provisions) in all Goods supplied is to you from time to time;
(ii) we hold a security interest for the purposes of PPSA (by virtue of the retention of title provisions) in all proceeds arising from the sale of Goods supplied by us to you from time to time; and
(iii) to provide all information and assistance necessary to register and maintain such an interest, until such Goods have been paid for in full by you.
(a) All Risk for the Goods passes to you on delivery. Ownership of the Goods sold will only pass to you on payment in full of the sale price and any other amounts payable in respect of all Goods delivered or to be delivered pursuant to the Contract.
(b) Prior to payment in full of the outstanding amounts, you will not be entitled to pledge or otherwise offer as security the Goods or transfer ownership, other than in accordance with its normal business operations.
(c) If you do not pay in accordance with these Terms, you authorise us to: enter any premises where the Goods may be stored or in use; retake possession of the Goods; and, to keep or resell Goods repossessed. You indemnify us against any claim, action or cost arising out of the exercise of this right of entry and removal.
(d) It is further agreed that Title of goods will not pass until:
(i) Full payment is made and cleared by Marque Of Brands banking institution and the goods have been picked up or delivered, having a signed authority of acceptance
(ii) All Goods must be picked up or delivered, having a signed authority within 30 days of notification that the Goods are available for pickup or delivery
(iii) Any disputed claim or chargeback is agreed to in writing by Marque Of Brands
(e) It is further agreed that:
(i) where practicable the Goods must be kept separate and identifiable until full payment is received and cleared in full and;
(ii) You are only a bailee of the Goods until such time as we have received payment in full for the Goods and until then you shall hold any proceeds from the sale or disposal of the Goods on trust for us.
(a) Complaints relating to visible deviations from specification and/or defects in sold Goods must be submitted to us by you in writing within seven (7) days of delivery of Goods, otherwise you will be deemed to have accepted the Goods as delivered. If a complaint is well-founded, we will then have the right, at our discretion, to repair or replace the Goods in question, or credit or refund the invoice amount due for these Goods.
(b) Goods may only be returned if:
(i) we have agreed in writing to the return of Goods and you have complied in all respects with the provisions of this clause; and
(ii) after inspection of the Goods returned Marque Of Brands has agreed in writing to accept the return of the Goods and to provide a refund to you.
(c) We will not be liable to accept return of Goods which have not been stored or used in a proper manner or have been abused or neglected.
(a) To the full extent permitted by law, we will not be liable for any loss including indirect, incidental or consequential loss, damage, death or injury occasioned by you or any other person arising from the purchase of the Goods other than replacement of the Goods.
(b) Our liability for breach of a condition or warranty contained in these Terms, any other agreement between the parties or implied into this Contract or these Terms by Statutory Provisions is limited to any one of the following as determined by us:
(i) the replacement of the Goods or supply or equivalent Goods;
(ii) the repair of the Goods or payment of the costs of having the Goods repaired; or
(iii) the refund of the price paid by you for the Goods.
(c) You assumes all risk and liability for loss, damage or injury to persons or property of the Customer, or to others arising out of the use or possession of any of the Goods sold to the Customer whether such Goods are used singularly, or in combination with other Goods, or any process.
(a) All disputes between the Parties arising out of or related to the Contract of these Terms must in the first instance be referred to a representatives meeting between the parties.
(b) If the appointed representatives cannot resolve the dispute within fourteen (14) days, the dispute must be referred to mediation as agreed by the parties. Failing agreement, the dispute will be conducted at the The Melbourne Commercial Arbitration and Mediation Centre (MCAMC) in accordance with the MCAMC Guidelines. Unless otherwise agreed, the mediation shall be held in Melbourne, Australia.
(c) If mediation is,
(i) abandoned by the mediator;
(ii) otherwise concluded with the dispute being resolved; or
(iii) not resolved within 60 days of the date of service of the notice of dispute (or such additional period as agreed by the Parties in writing), the dispute must be referred to Expert Determination to be conducted at MCAMC in accordance with the MCAMC Expert Determination Guidelines. Unless otherwise agreed, the expert determination shall be held in Melbourne, Australia.
We take our customers privacy seriously and we will only collect and use your personal information as outlined below. Our Privacy Statement fully complies with the Privacy Act 1988 and represents the industry’s best practice.
MQ Group does not sell, share or trade customer’s personal information collected online with third parties. Personal information collected online will only be disclosed within our corporate group for internal use only.
MQ Group ensures that all information collected will be safely and securely stored. We protect your personal information by:
Maintaining technology products to prevent unauthorised computer access
Securely destroying your personal information when it’s no longer needed for our record retention purposes
MQ Group uses world-class secure payment gateways and data encryption so your credit card and payment details will always be secure.
We will not share your information with any other organisations other than related companies and those third parties directly related to the delivery of the products you have purchased from the website. In exceptional circumstances MQ Group may be required to disclose personal information, such as when there are grounds to believe that the disclosure is necessary to prevent a threat to life or health, or for law enforcement purposes. MQ Group is committed to complying with the Privacy Act and the National Privacy principles. If you believe that your privacy has been breached by MQ Group please contact us at firstname.lastname@example.org and we will resolve the issue.
When you visit MQ Group sites, our company servers will automatically record information that your browser sends whenever you visit a website. This data may include:
This information is collected for analysis and evaluation in order to help us improve our site and the services and products we provide. This data will not be used in association with any other personal information.
Cookies aren’t just for eating. Cookies are alphanumeric identifiers that make it possible for us to recognise your browser when you visit MQ Group. By using cookies, we can personalise your return visit and save you time during checkout. However, in order to enjoy the benefits of being a registered user, your browser must be set to accept cookies so they are not used unless you have a setting for them.
MQ Group reserves the right to modify and change the Privacy Statement at any time. Any changes to this policy will be published on our site.
If you are not satisfied with the way in which we handle your inquiry or complaint, please don’t hesitate to contact us at email@example.com
Ordering with us is easy; here are 4 ways you can order with MQ Group.
By Phone, on 1300 819 331 within Australia, and speaking to any one of our team members, calling from New Zealand simply dial +613 8824 8510
While we love talking to our customers, we encourage placing your orders online outside of normal business hours in order to speed up your order process. If you prefer to speak with us, please call our Customer Service team during nominated business hours.
By Emailing your order details to firstname.lastname@example.org, one of our team will process your order and respond to any and all of your questions.
By Faxing your latest purchase order to 03 8672 0276 within Australia, and if from New Zealand simply Fax +613 8672 0276
By Shopping Online, It’s easy, simply Join or Login at:
Free to register, Trade Pros & Wholesalers can too view all Salon & Distributor pricing.
When you are ready to checkout:
The order confirmation number can be retrieved in your confirmation email & when you view your “Order Status” under “My Account”
Orders are confirmed once payment has been completed
Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us. Please do not re-create your order to prevent duplication
Unfortunately, we are unable to amend orders once it is paid. . Please review your cart before completing your orders
Given the popularity of our products, MQ Group may limit the number available for purchase, so that as many clients as possible may enjoy our merchandise. Purchases can be limited in instances to 6 per item/variant/shade to allow as many customers to enjoy our products and selections.
Unfortunately, we are unable to cancel orders once it is paid. We receive a lot of orders and we are unable to go through them individually as this will cause delays to all other orders. Please review your items before completing your orders. Only items showing in your Order Confirmation will be shipped unless the items are Out of Stock. To check the status of your order, please login to your account at My Account, click on “my account” in the top left hand corner of the page, click on “my orders” on the left hand side of the page, and then view your most current order.
All purchases must be made through one of the above mentioned 4 methods, Phone, Fax, Email or Online.
Please check if:
We know how annoying it is when your favorite items are out of stock. In the event that your item is unavailable, please click the ”Remove Me” tab located under the specific item. This will not affect the rest of the items in your cart.
In order to know when the product is back in stock, we suggest clicking “Waitlist Me” located on the specific product page. You will then receive an automated email as soon as the item becomes available.
We will process a refund if any items in your order is Out Of Stock
Our websites are compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging in again. If you continue to face problems, please send a screenshot of the error to email@example.com and we will assist you.
Please contact us immediately with your order number, details and an image of the faulty or wrong items received.
Please do not discard the items as we will need damage and incorrect items to be returned to MQ Group