Shipping policy

At Mareva Hair, we aim to process and deliver your order as smoothly and efficiently as possible. Please read this Shipping Policy carefully before placing your order.

1. Warehouse and Dispatch Locations

Mareva Hair operates through multiple dispatch locations, including:

  • Adelaide, South Australia
  • Johannesburg, South Africa
  • International warehouse

Your order may be dispatched from any of these locations depending on stock availability, product type, production requirements, delivery destination and shipping efficiency.

The listing of a dispatch location does not mean that every product is physically stocked at that location. Dispatch locations are selected by Mareva Hair and may vary between orders.

Orders containing multiple products may be shipped separately from different locations.

2. Order Processing

After placing your order, you will receive an order confirmation email.

Please ensure that your name, delivery address, phone number and email address are complete and accurate before completing checkout.

Orders are generally processed on business days, excluding weekends and public holidays.

Processing times may be longer during sale periods, peak seasons, public holidays, stock transfers or periods of unusually high demand.

3. Standard Orders

Products that are not classified as human hair, customised or made to order are generally delivered within approximately 10–15 business days from the date of purchase, unless a different timeframe is stated on the product page.

This timeframe includes order processing and estimated delivery time.

Delivery timeframes are estimates only and may be affected by courier delays, public holidays, weather conditions, stock transfers or circumstances outside our reasonable control.

4. Human Hair and Made-to-Order Products

Human hair products, including wigs, toppers, clip-ins, ponytails and other human hair units, may be made to order unless clearly stated otherwise on the product page.

Human hair, customised and made-to-order products may take approximately 15–40 business days from the date of purchase to delivery.

The exact timeframe may depend on:

  • Product style
  • Hair length
  • Cap type
  • Colour
  • Production requirements
  • Stock availability
  • Delivery destination
  • Public holidays and peak periods

These timeframes include production, processing and estimated delivery time.

Customers should review the product description and estimated delivery timeframe before placing an order.

5. Shipping Fees

Mareva Hair offers free standard shipping on eligible orders of AUD $150 or more.

For orders under AUD $150, shipping charges will be calculated based on the delivery address, product type, dispatch location and available shipping method.

The complete shipping fee will be displayed at checkout before payment is completed.

Free shipping may not apply to certain remote locations, oversized products or orders subject to specific delivery restrictions. Any applicable shipping charge will be clearly displayed at checkout before the order is placed.

From time to time, Mareva Hair may offer promotional shipping discounts. These promotions may be subject to separate terms, location restrictions, minimum order values or product exclusions.

6. Tracking Information

Tracking information will normally be provided by email after your order has been dispatched, where tracking is available.

Please allow some time for tracking information to become active after receiving your dispatch notification.

Tracking updates may be delayed during international transit, courier transfers, weekends, public holidays or peak delivery periods.

7. Orders Dispatched from International Locations

Some Australian orders may be dispatched from an international warehouse.

Any shipping charges payable by the customer will be displayed at checkout before payment.

For orders delivered outside Australia, the recipient may be responsible for customs duties, import taxes, VAT, clearance charges or other fees imposed by the destination country.

These charges are determined by local authorities and are not controlled by Mareva Hair unless they are clearly included at checkout.

Customers placing orders for delivery outside Australia are responsible for checking the import rules and customs requirements of their destination country.

If a parcel is refused, abandoned or returned because of unpaid duties, import restrictions, an incorrect address or failure to collect, the customer may be responsible for related return shipping, redelivery or handling costs, to the extent permitted by law.

8. Delivery Address

Customers are responsible for providing a complete and accurate delivery address at checkout.

If you notice an error in your delivery address, please contact us as soon as possible.

We will make reasonable efforts to update the address before processing or dispatch, but we cannot guarantee that changes can be made once the order has entered production, processing or transit.

If a parcel is returned because of an incorrect or incomplete address supplied by the customer, additional redelivery or return shipping charges may apply.

9. Failed Delivery and Uncollected Parcels

Customers are responsible for monitoring tracking information and arranging collection or redelivery where required by the courier.

If a parcel is returned because of repeated failed delivery attempts, refusal of delivery or failure to collect, the customer may be responsible for additional shipping and handling costs.

Any further action will be assessed according to the circumstances of the order and applicable consumer law.

10. Delayed, Lost or Damaged Parcels

If your parcel appears to be significantly delayed, lost or damaged during transit, please contact us as soon as possible.

Mareva Hair will assist with the relevant courier investigation where appropriate.

If an item is confirmed to have been damaged during transit, supplied incorrectly or lost before delivery, we will provide an appropriate resolution in accordance with Australian Consumer Law and our Return Policy.

Customers may be asked to provide:

  • Photographs of the parcel and product
  • Original packaging
  • Tracking information
  • Details of the damage or delivery issue

Please keep all packaging until the matter has been resolved.

11. Delivery Confirmation

If tracking shows that your order has been delivered but you cannot locate it, please:

  • Check around the delivery location
  • Ask other household members
  • Check with neighbours, building management or reception
  • Review any delivery photographs or courier notifications

Please contact us promptly if the parcel still cannot be located.

We will assist with a courier investigation, and the outcome will be assessed based on the tracking information, delivery evidence and applicable consumer law.

12. Split Shipments

Orders containing multiple products may be shipped separately due to stock availability, warehouse location, product type or production requirements.

You may receive more than one tracking number if your order is divided into multiple parcels.

Receiving part of your order does not necessarily mean that the remaining items have been cancelled or omitted.

13. Order Changes

If you need to update your delivery address or other order details, please contact us as soon as possible.

We will do our best to assist, but changes cannot be guaranteed once an order has entered processing, production or dispatch.

Once an order has been dispatched, Mareva Hair may be unable to change the delivery address.

14. Returns and Exchanges

Shipping costs associated with returns and exchanges are handled in accordance with our Return Policy.

For eligible change-of-mind returns, return shipping costs are generally the customer’s responsibility.

If a product is faulty, damaged during transit, incorrectly supplied or otherwise fails to meet a consumer guarantee, Mareva Hair will provide an appropriate resolution in accordance with Australian Consumer Law.

Nothing in this Shipping Policy excludes or limits any rights or remedies that cannot lawfully be excluded under Australian Consumer Law.

15. Contact Us

For questions about shipping, delivery timeframes, tracking or dispatch locations, please contact us before placing your order.

Mareva Hair
A registered trading name of Linkmark Group Pty Ltd
ABN: 20 694 293 019
Business location: Adelaide, South Australia, Australia
Mailing address: PO Box 58, Kilburn North SA 5084
Email: info@marevahair.com.au