Terms and Conditions

Covid 19 - Update

Covid Safe Policy

Here at Murlo our main priority is the health and safety of all our guests and staff.  We have introduced a COVID Safe Plan in accordance with the NSW Government guidelines.

WHAT WE ARE DOING TO MAKE SURE YOU ARE SAFE WHILE VISITING OUR SALON

  • ·         We are now offering a new layout to provide  as much physical distancing as possible.

  • ·         Prior to each customer COVID cleans will take place including and sanitizing chairs, tables, handles, bathrooms and basins and all surfaces.

  • ·         All staff will be temperature checked prior to starting their shift and will adhere to the highest standard of cleanliness.

  • ·         Sanitizer will be readily available on all counter tops.

  • ·         We keep accurate contact details for our visitors, which are held confidentially and may be used for the purpose of tracing COVID-19 infections.

  • ·         We are limiting the number of people who can be in the salon at any one time

WHAT CAN YOU DO TO HELP MURLO STAY COVID SAFE?

  • ·         Check in on arrival at our desk

  • ·         Please ensure you adhere to social distancing regulations whilst at the salon, keeping 1.5m from other guests.

  • ·         Please remain seated at all times.

  • ·         Please do not bring children or friends with you for your appointment to enable us to manage the numbers in the salon.

  • ·         If you feel sick or unwell, please stay home and get tested for COVID and do not attempt to attend the salon.  We will be happy to rearrange your appointment.

  • ·         Please wash your hands and use sanitizer regularly.

  • ·         Always observe physical distancing.  Minimize physical contact such as hugging and shaking hands.

Shopping with Murlo

PLACING AN ORDER

You must have a Murlo account to place an order. If you're an existing customer, you can enter your registered email address and password to sign in before starting your order.

To place an order, simply click on an item, and press ‘Add to Bag’. You can also browse our categories using the drop down menus at the top of the page.

Once you’ve finished shopping, just select ‘Go to Checkout’ from your shopping bag.

If you don’t have a Murlo account, don’t worry – you can create one at the checkout.

You can then choose your method of payment and complete your order.

We will send an email confirmation to your registered email address once the order has gone through, this can take a few hours to arrive. Remember to check your junk and spam folder too!

The billing address of your credit or debit card must match your delivery address.

CHECKING OUT

I can't check out

If you’re unable to continue to checkout, please check that there are no ‘Sold Out’ items in your shopping bag. Simply remove these before continuing to place your order. We’re really sorry, you can’t pre-order or reserve items at this time.

CHANGING MY ORDER

Can I change an order?

We process orders quickly so that your items arrive as soon as possible. This means we’re unable to change your order once you’ve placed it.

The only exception to this is if you want to cancel an item that is on delay. Please contact us and we can help you with this.

When you receive your order, please take a look at the items. If you still feel they aren’t suitable, just return them to us for a full refund using your preferred method. Please be aware postage must be paid by the sender and won’t be refunded by Murlo.

PROMOTION CODES

From time to time we send promotion codes to customers. To receive your discount, simply enter the code into the ‘Promotion Code’ box at the checkout. The code is made up of a mixture of letters and numbers.

If the promotion code isn’t working, please make sure it has been entered correctly. All promotion codes must be entered in letters exactly as they appear on your brochure, promotional card or email. The promotional discount will be applied immediately before payment is taken.

All conditions and expiry dates for any current promotions can be found in our ‘Terms and Conditions’.

CAN I SEE MY PREVIOUS ORDERS?

We’re sorry, it’s not possible to see your order history on your account. Just check your order confirmation email; this will show all the items you've ordered and the expected delivery date.

If you haven’t received a confirmation email within 24 hours of placing your order but have been charged, please let us know and we can check this for you.

HELP WITH AN ORDER

Has my order gone through?

If you’re unsure if your order has been processed, please check if you've received an order confirmation email from us. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check this for you.

MY ITEM IS OUT OF STOCK

If further stock of an item is expected, an estimated date will be shown in the drop-down menu, for example ‘Order now for delivery in 1-2 weeks’.

Alternatively, why not check out our latest arrivals.

CAN I ORDER A CATALOGUE OR BROCHURE?

We’re really sorry, it’s not possible to order a catalogue or brochure. You can shop our extensive range of products online.

We do send out marketing information from time to time, so please check that you’ve subscribed to receive this by going to www.murlo.com.au and signing up.

 

Payments

WHAT PAYMENT METHODS CAN I USE?


We take your security very seriously and have invested in the latest technology which encrypts information as it is sent to us.

Credit and debit cards must be registered to the account address. Card details are checked and verified by a third party and goods are dispatched once authorisation has been obtained.

We’re sorry, we can’t accept payments from a card that’s due to expire within five days of placing your order or payments from pre-paid cards.

CAN I PAY BY GIFT CARD?

We’re sorry, it’s not possible to pay with a gift card online. Gift cards can only be used in the salon.

HELP WITH PAYMENTS

I can't make a payment

Some banks require further security checks before allowing a card payment to be processed. If your card payment is declined at the checkout, please contact your bank directly who will be able to advise you further.

Has my payment gone through?

Check if you’ve received an order confirmation email from us. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check the status of the payment for you.

Delivery

DELIVERY KEY INFORMATION

How will my parcel be delivered?

Delivery times will be confirmed at checkout

Unfortunately due to the ongoing pandemic we are limited with options and facing largely increased costs in order to get your Murlo parcels to you; therefore we need to charge a $10 delivery charge on all orders for now. We will continue to review this and get back to normal as soon as possible Thanks for your understanding & happy shopping!

Your order will be delivered by AU Post Office and delivered to your door within 7-10 working days. Average Lead Times By City* - Adelaide, Brisbane, Melbourne, Perth & Sydney Metropolitan areas - 7 working days All other areas - Up to 10 working days Please allow extra days for delivery during Australian holidays, weekends and sale time.

Additional delivery information

We’re sorry, shipping to an alternative address in another country is not possible. Please be aware that if you place multiple orders close to each other, they may be packed together to ensure you receive the goods as quickly as possible. *Average delivery times should be used as a guide only.

Do I pay for delivery?

Unfortunately, due to the ongoing pandemic we are limited with delivery options and facing largely increased costs in order to get your Murlo parcels to you; therefore, we need to charge a $10 delivery charge on all orders for now. Thanks for your understanding & happy shopping!

TRACKING MY ORDER

Once your order is on its way, you’ll receive a tracking number via email.

To track your parcel, simply click on the link in the email and you’ll be directed to the courier website. If you can’t locate the tracking email, please make sure you’ve checked your spam and junk folder.

I HAVE A PROBLEM WITH MY DELIVERY

I haven't received my order

Simply check the online tracking for your parcel by clicking on the link in your email from us. If the parcel shows it’s been delivered, but you haven’t received anything, please let us know and we can help you.

An item is missing from my parcel

If an item is missing from your parcel, it may be delayed. In this case, it’ll be sent in a separate parcel once we receive further stock at the warehouse. Please check your order confirmation email as delayed items should be marked with an expected delivery date.

Sometimes an item can be sent separately from a different warehouse. If an item is missing from your parcel, please check your delivery note or parcel insert as you should be advised if an item will be sent later. Also, please check if you have received a second tracking number by email, as this shows that a second parcel has been sent out.

If you receive a damaged parcel, please check that all of the items you ordered are inside. If any items are missing or damaged, please contact us as soon as possible so we can help you.

I've received the wrong item

We’re really sorry if you received the wrong item/it wasn’t as described. Please contact us as soon as possible, so we can help you further.

FAULTY ITEMS

I've received a faulty item

We’re really sorry you’ve received a faulty item. If the item has a visible fault on receipt, please contact us with details of the fault before making a return, so we can advise you what action to take.