WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?

We want to sort out any issues with faulty items straight away. As soon as you discover a fault, please contact our Customer Care team with the order number, the faulty item's name and number, and a description of the fault.

THE ITEM I'VE RECEIVED IS INCORRECT. WHAT SHALL I DO?

If one of the items you received isn't what you ordered, please send it back to us and we'll refund you as soon as it's arrived back at our warehouse.

Please fill in the section on the back of your delivery note to say the item is incorrect and put the note in your parcel when you send it back. Do ask for proof of postage and ensure you keep it safe in case we need to look at it later on.

 

How to return: 

 

  • Return through your local Australia Post post office in over 4,400 locations

  • You can get your label and returns form by completing our new returns process in My Account – just click the create return link and sign in to get started.

  • Open Mon - Sat, early until late

 

If you still want the order and they're still in stock, please order them through our website as normal. The easiest way to do this is to log into 'My Account', view your original order, and then add the items to your shopping bag.

 

I NEED TO CANCEL MY ORDER, IS THIS POSSIBLE?

If you need to cancel your order for any reason there are varying time limits in which you can cancel your order depending on what delivery option you've chosen:

  • Express Delivery - 15 minutes after completing your order

  • Standard Delivery - 60 minutes after completing your order
     

To cancel your order, just follow these steps:

 

Step 1

Log into 'My Account' here, and view your recent orders.

 

Step 2

Click on the 'Cancel/ View' button next to your order. This button will take you to a summary of your order with the option to cancel at the bottom. You'll need to choose this and select a reason for the cancellation. If you've been able to successfully cancel your order, you'll receive an email and the status will change to 'Cancelled'.

 

When you place an order with Murdok, the funds are reserved for us by your bank - we don't actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don't take the money however it may take up to 10 working days for your bank or card issuer to make your funds available to you again.

 

If the 'Cancel' button isn't available, it's too late for you or our Customer Care team to cancel your order. We're really quick at packing your order up which means we can't make any changes once you've placed it.

 

You can return your order to us once you've received it. For more information on how to return your order click here.

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