Frequently Asked Questions

Here is a list of common questions and answers about our policies and the Marselme site in general.

If you have a question that is not covered here, please feel free to contact us.

How safe is it for me to purchase from this site?

The security of your transaction is of paramount importance to us.
Credit card information is stored encrypted only until the payment is made. Then all credit card details are automatically deleted.
All customer information is entered on a SSL platform (Secure Sockets Layer), which is a method of ensuring that information submitted through the website is secure and cannot be accessed by unauthorised users.

How do I pay for my order?

You pay via credit card when you check out. We accept Visa and MasterCard.
All transactions are in New Zealand Dollars.

Can I pay in another currency?

All pricing shown is in New Zealand Dollars and include GST. We do not accept any other currency at this stage.
Your credit card issuer may apply charges for currency conversion. Marselme will not cover the cost of these charges or accept responsibility for any currency conversion charges.

How can I tell if my order has processed successfully?

You will be sent an automatic email order confirmation once you submit your order.
You will also be sent an email when your order is shipped.

I need help, how can I get that?

If you have a question, problem or comment you want to share we would love to hear from you.
Please contact us on 0800 439 2229 or email us for any assistance you may require.
Our sales staff are available to answer questions from 9am until 4pm (NZ time) Monday to Friday.
We are committed to making this shopping experience enjoyable, that is what we call customer service.

Why shop on-line?

Time and children are mutually exclusive. Once you have babies you never seem to have time to shop for them.
That is why we have a 24 hour shop-from-home option, to make life a bit easier for you.
You don't need to find a car park, drag the kids around the mall, or worry about the weather.
Now you can relax, browse our product range at a time that suits you. Safe, Convenient, and Efficient, our retail online shop brings the complete Marselme range to you.
Remember we have FREE delivery in New Zealand

How can I find what I am looking for?

You can browse through our product categories by age range, fabric type, brand, and garment type.
You can also use the search located at the top right the page.
If you need assistance or further information please do not hesitate to contact us.
Either phone 0800 439 2229 or email us.

What is a shopping cart?

A shopping cart is an on-line version of a supermarket shopping trolley.
It holds a record of all of your current purchases until you are ready to check out.
At any stage you can click on the Shopping Cart icon to view the items in your cart.

How long will it take to get my order?

In New Zealand you can expect your parcel in 4 working days.
We use a combination of carriers. Either Fastway Couriers or NZ Post.
For orders to Australia and the rest of the World.
We send it via International Air, which is a 3 to 10 day service.
This service is provided by NZ Post.
Please Note: You are responsible for all local duties and taxes.

Can you arrange to have my order sent as a gift?

Yes of course. Our garments make the perfect gift.
Enter the lucky recipient's address in the delivery address section of the checkout form.
Gift items are sent without an invoice. We will send the invoice to you.

Are there any hidden charges for postage, packaging or GST?

No. All goods include GST and are shipped freight FREE in New Zealand. The final cost to you is stated clearly before you authorise payment.

How much do you charge for delivery?

Our shipping prices are the same whether you buy 1 garment or 10 garments.

Shipping to Total Cost
New Zealand FREE
Australia NZ$10.00
Rest of the World NZ$20.00

What is your Privacy Policy?

At Marselme we are committed to protecting the privacy of all information provided by you.
All personal information that you provide us is encrypted and stored on our secure server.
We will from time to time use this information to notify you of any important changes to our site or any special promotions.
We will not share your personal information with any other third party. We will never disclose your email address or any other personal information to any third party.
All care is taken to offer a secure system, but please be aware that no one can provide a 100% guaranteed secure system.
The information you provide is provided at your own risk.

How do I unsubscribe from a Marselme newsletter?

If you have received an email newsletter from Marselme and do not wish to receive any more please reply with "unsubscribe".
in the subject line and you will automatically be removed from our subscription database.
Or you can log in to the member's section and uncheck the newsletters and promotions buttons.
If you experience any problems please don't hesitate to contact us.

Why should I give you my email address?

When you place an order we need to be able to email you an order confirmation and to keep you informed on its progress.
Becoming a Marselme member will enable us to keep you informed of new products, special offers and member-only discounts.
We absolutely respect your privacy.

What if I don't like the item I've received?

At Marselme we only offer quality products and proudly guarantee them 100%.
If for any reason you are not happy with what you have received then we will do all we can to fix that.
Simply return them within 14 days of receipt, in original condition and in the original packaging.
Let us know whether you'd like a replacement or a refund.
You can arrange this either by Phoning 0800 439 2229 or email us.
We will of course meet all the requirements of the Consumer Guarantees Act.

What if the item I receive is damaged?

At Marselme we only offer quality products and proudly guarantee them 100%.
We do our very best to ensure that all our products reach you in perfect condition.
However, in the unlikely event that it breaks when it should not have, please contact us and we'll find a solution.
It could be an exchange or a full refund of the purchase price, your choice.

What if I've been sent the wrong item?

In the unlikely event that this occurs, please send us an email within 14 days of receipt to arrange return and replacement delivery.

What is your Returns Policy?

At Marselme we only offer quality products and proudly guarantee them 100%.
If for any reason you are not happy with what you have received then we will do all we can to fix that.
Simply return the unused item within 14 days and we will swap it for the correct size or provide a refund. Your choice. Contact Murray and he will find a solution that you are happy with.

Please send returns to:
Marselme
P O Box 14171
Kilbirnie
Wellington 6214
New Zealand

Please Note:
We will only accept goods returned with prior notification.
We cannot accept any goods that have been worn, used, have their labels removed, altered or damaged.
We only accept items returned if they are within their original packaging.
We strongly advise all customers to check goods thoroughly upon delivery.
Please choose carefully, we regret we cannot refund or exchange items on sale. We will of course meet out obligations under the Consumer Guarantees Act.

What is your Exchange Policy?

At Marselme we only offer quality products and proudly guarantee them 100%.
If for any reason you are not happy with what you have received then we will fix that.
Simply return the unused item within 14 days and we will swap it for the correct size or provide a refund. Your choice. Contact Murray and he will find a solution that you are happy with.

Please send returns to:
Marselme
P O Box 14171
Kilbirnie
Wellington 6214
New Zealand

Please Note:
We will only accept goods returned with prior notification.
We cannot accept any goods that have been worn, used, have their labels removed, altered or damaged.
We only accept items returned if they are within their original packaging.
We strongly advise all customers to check goods thoroughly upon delivery.
Please choose carefully, we regret we cannot refund or exchange items on sale. We will of course meet out obligations under the Consumer Guarantees Act.

What happens if I need a refund?

All undamaged, correctly returned products will be credited to the original purchasers credit card.
We will send you an email to confirm this.

What if I want to return a gift?

If someone has sent you a gift from Marselme and it is not quite right, then you can return it in exchange for something else from our website. Please contact Murray, he is there to help you with this.

What are the benefits of becoming a Marselme member?

Membership is Free and the benefits are real savings.
Once you are a member you get exclusive membership prices on everything you buy via our website.
This is at least 20% off the retail price, all day any day.
Then there are the members only specials.
You will be first to know about new products.
There will be exclusive competitions, as Marselme teams up with other great business to bringing the best to you.

I've forgotten my User Name and/or Password.

No problem! Just click Get Password, enter your email address and we'll send you a new password.

Can I change my password?

Yes, just log on using your email and current password. Enter your new password in the members details form and click the Save Details button.

How can I cancel my membership?

Just contact us and we will arrange this for you. No hassles, no pressure.

These terms and conditions may be subject to change without notice at the sole discretion of Marselme.

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Merino Kids Long Sleeve Top $55 - $70 in Blue & Pink.
Merino Kids Long Sleeve Top $55 - $70 in Blue & Pink
Merino Kids Camisole Top $39 - $45 in Vanilla, Blue & Pink.
Merino Kids Camisole Top $39 - $45 in Vanilla, Blue & Pink
Plain Hat and Scarf Combo $23 in Red, Navy and Pink.
Plain Hat and Scarf Combo $23 in Red, Navy and Pink