Frequently Asked Question
How do I know what size I should select?
All sizes are displayed in the ‘Sizing guide’ tab for each individual product. These size guides are all in cm.
What currency are your products displayed in?
All prices are shown in Australian dollars.
Do prices include GST?
Yes - all prices are displayed in Australian Dollars, including GST.
How do I contact customer service?
Get in touch with us online by filling in the form on our Contact Us page, chat with us on our website chat or visit our Facebook or Instagram pages and chat with us through the messenger function. We'll get back to you ASAP, generally during business hours - 8am to 5pm (but sometimes you might get lucky with one of our night owls who might be trying to earn brownie points from the boss working extra early or extra late - but we can't promise this every time you get in touch...)
How do I place an order?
Browse the store and add the items you wish to purchase to your cart in your desired colour and size, then click the cart button in the top right hand of the page (it looks like a shopping bag). Review the items in your cart and then click 'CHECKOUT' when you're ready to complete your purchase (be sure to write in the 'Notes' section if there's anything we should know about your order like if it's a gift or if there is something we should mention on your postage label for your delivery etc).
Select your preferred payment method in the next screen or log into your account if you're a returning customer (hey there old friend! Welcome back) or fill out all your postage details then select "CONTINUE TO POSTAGE" and select your postage. Follow the prompts for your payment details and be sure that there are no further prompts. Your order has successfully been completed if you end on an order confirmation page and receive an order confirmation email.
FYI - you will need to add your credit card or PayPal details and your billing address to your order to finalise your purchase - We wont receive your order if there's details missing.
Make sure you add your mobile number if you want to receive messages with updated shipping details once your order has left our premises.
Don't forget to add any discount codes you might have or add your gift card details (if you're lucky enough to receive one!). Once your order has been submitted, we can't add these details to your order so make sure you enter them to make the most of them!
How do I track my order?
Easy Peasy! You can keep an eye on your order at all times in the "MY ACCOUNT" section of our site or by clicking on the tracking number in your "YOUR ORDER HAS BEEN SHIPPED" email and it'll take you straight to your parcel tracking details. If your order has not arrived within a week (10 days for remote orders), or there seems to be an issue with your Tracking Number please contact our Customer Service team and we’ll follow it up for you.
If you have your tracking number, you can track the whereabouts of your order through Australia Post.
Do you deliver to PO Boxes?
We sure do!
What happens if my order arrives and I'm not home?
If no one is available to sign for the goods, the parcel will be delivered to your local post office for collection.
We recommend shipping your order to an address where there is someone around during business hours – that way you’re sure to get your order as soon as possible and you won’t need to do any of the running around!
When will my order arrive?
We aim to have all orders in the post within 2 days of receiving your order (generally quicker) (excluding National and NSW public holidays). However, please allow up to 5 business days for dispatch during peak periods and public holidays (sometimes we're swamped with orders because you guys are legends!). Once your order is in the hands of our posties, you will receive an email confirming that your order has shipped with a tracking details.
Do you charge for shipping?
Our customers that place an order over $150.00 will receive free Express Post shipping within Australia to get your gear sooner. Orders over $99.00 will also receive free Standard shipping within Australia.
A flat $10.00 shipping and handling fee will be charged for all orders less than $99.00. These items will be sent via Standard Post service. We also offer Express Post services for a flat $15.00 shipping and handling fee for orders less than $150.00. Your order should be received within 5 business days when selecting Standard Post (or 1-2 days if you select Express Post) once your order has been posted. This service can take longer to some remote rural areas.
Do you offer International shipping?
At the moment we are only sending to our friends in the land down under (Australia) but if you're a friend from international waters, be sure to keep an eye out as we expand our business in the near future to send our items global.
How do I return an item?
We want to ensure you are completely happy with your purchase and we understand that sometimes it's difficult to choose the right size online, so we're only too happy to offer returns!
Inside your order, you should find a returns slip for you to fill out and send back.
Once it has been received back at Dirty Marlin HQ and we can confirm it is in original, unworn condition, we will process your return and add the balance of your return to a store credit for you to use when you are ready to order the replacement item you're after or hang onto the credit until there's something else in store that takes your fancy. The store credit will be sent to the email address used on the original purchase. Full priced items can be returned within 30 days of purchase. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If items are returned in any condition other than outlined above, they will be returned to you at your own expense.
If 30 days have gone by since your purchase has been dispatched from Dirty Marlin, unfortunately we can’t offer you a store credit or exchange.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
What do I do if an item is faulty?
In the unlikely event that your purchase arrives to you and is faulty or there is a fault within 30 days of purchase, you can arrange to return the faulty item to our Online Store via post by emailing our Customer Service team with details of the fault including images and your order number for a Fault Return Authorisation Number (FRA) and returns mailing address. You will need to include a copy of your tax receipt and your FRA within your returned package. Please be sure to contact us within 30 days of your purchase if there is any issues. Acceptance of faulty items is the the discretion of Dirty Marlin employees and their decision is final.
NB - Please follow care instructions included on your garment. We do not recommend the use harsh cleaners on your garments like stain remover or putting your garments in the dryer as this may damage your garment and will not be covered by our faults policy.
If you include your postage receipt within your return parcel to send the faulty garment back, we will reimburse you the cost of the return shipping with a store credit to use on your next order - be sure to include the original receipt in your return package (we wont accept images emailed to us after the item has been posted back to DM HQ).
How do I know if my order is processed?
When you place an order with us, you will receive an Order Confirmation – this will be sent to the email address used to log in or the email address provided when checking out.
The Order Confirmation will include an individual Order Number and details of your order. If you notice an issue on your Order Confirmation please notify us immediately to ensure corrections can be made. Please reference the Individual Order Number in the subject line of your email.
NB. Don't forget to add any discount codes you might have or add your gift card details before you check out. Once your order has been submitted, we can't add these details to your order so make sure you enter them to make the most of them!
Can I cancel an order?
You can, BUT you have to move quickly. Our orders are processed and shipped fast, so contact our Customer Service team straight away and we’ll do our best to stop the order going out. Sometimes we may be too quick though and your order may already be out of our hands, in those events, follow the instructions above for "RETURNS".
Can I manage my Account?
It's easy to update your account online. Simply click the person silhouette next to the shopping bag at the top of the page to access your personal information. You can update your delivery address and review past orders here and more!
Where is my invoice?
When you place an order, you will be emailed a copy of your Tax Invoice to the email on your account or the email you entered during your check out. However, in the event that you have misplaced this Tax Invoice, a copy of your Tax invoice can be downloaded again from the My Account section of the website or you can contact our Customer Service team to give you hand locating it.
What if an item I'm looking for is no longer available online?
Unfortunately some items do sell out quickly, especially when we drop a limited edition exclusive range, so if you’ve seen something you absolutely must have - be sure to snap it up before it sells out!
What are my payment options?
At Dirty Marlin, we do our best to ensure our customers have a safe and secure online shopping experience.
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopify’s Terms of Service or Privacy Statement.