Need help returning an online order? Click here for more information.
FREQUENTLY ASKED QUESTIONS
Are your stores open?
In light of recent New South Wales Government updates, we do not anticipate that our delivery times or fulfilment capabilities will be impacted.
Our Operations team are monitoring the situation closely, following directives from the NSW Government and our courier partners.
We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders during the busy holiday season. Our online store is open 24/7 and is the best way to remain safe while shopping!
For continued updates, please refer to the information provided by the New South Wales Government here.
Please see below for our COVID-safe plan.
To find your closest store, see our Store Locator.
Hygiene and social distancing measures
To help make our stores safer, we’ve introduced a COVID-safe plan to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
Mandatory face coverings in-store (VICTORIA ONLY)
As per Victorian Government guidelines, all Victorians must wear a fitted face mask when they leave home. Please note that face shields, bandanas, scarves or loose snoods will no longer be considered a sufficient face covering. We reserve the right to refuse entry to customers who refuse to comply.
For all other states, face masks are not mandatory however they are encouraged.
Introduce a limit to the number of customers in-store at any given time.
Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy. Shopping centres may also introduce capacity limits so we strongly advise to check on their websites before heading in.
Maintain 1.5 metres apart from each other where possible
Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
Use EFTPOS/Paywave/Tap n Go services available
We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the store
A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
Regular cleaning routines throughout the entire store
We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwear
Our team will still be available to assist you with any sizing questions you may have, however they will maintain 1.5-metre distance to comply with social distancing. Our stores will have disposable try on socks and gloves available for customers.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course.
Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.
We hope to see you in-store or online soon.
Merrell.READ FULL ARTICLE
What is your latest Returns Policy for online purchases?
Please note that this policy applies to online purchases only. Please see our In-store Returns Policy for more information on purchases made in-store.
We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
3 simple conditions for a successful return:
- Item(s) were purchased in the last 30 days and proof of purchase can be provided.
- Item(s) must are unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition.
Please note that all returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside out plastic shopping bag. *
*We reserve the right to reject any returns that do not meet these requirements.
Important to note: Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund.
CREDIT CARD PURCHASES
RETURN IN STORE
Exchange, store credit
or refund available.*
No refund available.
Exchange available for size only.*
*Any item(s) that were not purchased from an authorised Merrell store will need to be returned/exchanged at the original store of purchase.
- Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
- Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on returning PayPal purchases for more information.
- Online purchases using Afterpay can be returned online or instore.
Cost of returns
The returns shipping fee is $10, paid for in the Returns Portal.
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store. All online returns must be lodged through our Returns Portal.
Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse.
Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.
If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.
If this is the case, please contact our Merrell Experts below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.READ FULL ARTICLE
What is your Faulty Assessment process for online purchases?
We're so sorry to hear that your item is faulty. If you believe any purchased items may have manufacturing faults, please follow the below steps.
You are welcome to head into your local store and have the item assessed by a store manager. Click here for more information on in-store faulty assessments! If the item is deemed faulty, our team will be able to assist you. Please note that any items purchased with PayPal cannot be returned to store. You will need to contact our Merrell Experts for a faulty assessment.*
Alternatively, if you cannot make it to your local store, you may contact our Merrell Experts below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault.*
Please do not send the faulty product back without contacting us first.
*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).
*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.READ FULL ARTICLE
Can I return a PayPal order in-store?
Unfortunately, PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds.
If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order.
PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.
Head to our Returns Portal to start the process!
Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.READ FULL ARTICLE
Did you know? PayPal refunds return shipping fees! You can check out this link for more information.
What size should I buy?
Australian sizing is not recognised as a standard size by Merrell, however, it is the equivalent to US sizing. We recommend referring to the US sizes when making a purchase.
E.g. A Men's AU 7 is also the same as a Men's US 7.
READ FULL ARTICLE