FREQUENTLY ASKED QUESTIONS
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Does Merrell have a warranty?
Merrell stands behind all the products we produce with an assurance of quality materials and workmanship. Please see below for our warranty period and conditions.
Warranty period
Boots & Shoes: 12 months
Sandals: 6 months
If your item(s) meet the below criteria, we will offer a refund online or refund/exchange in-store:
Warranty conditions
• The product is faulty or is not of acceptable quality
• The product is not fit for its intended purpose
• The product does not match the sample or our description
Note: This does not cover normal wear and tear, improper care, improper use, or the natural breakdown of materials over extended time and/or use.
Examples of what is not considered defective:
- Worn stitching, worn soles or frayed webbing due to normal wear
- Damage that is a result of misuse, normal wear and tear or damage occurred during storage
- Broken or damaged laces, lace retention devices and worn soles
- Improper fit/comfort issues
If you believe any purchased items may have a manufacturing fault, please see here for instructions on initiating an assessment.
Important to note: If the item(s) were purchased from a Merrell stockist (not directly from our website or one of our stores), please take them back to the place of purchase as they will need to assess them for you and handle the warranty process. Our Merrell Experts are unable to assist with any third-party retailer claims.
Read full article
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Delivery Information
Our delivery options, timeframes and costs are as below:
IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays).
*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of Merrell.
Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.
Authority to Leave:
There is no option to provide Authority to Leave at checkout, as our couriers will not leave a parcel unattended if there is no one home to collect it. This is to avoid your parcel falling into the wrong hands. For further information, please see here.
Read full article
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Holiday Returns & Delivery Cut-Off Dates
The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.
EXTENDED HOLIDAY RETURNS POLICY:
All in-store and online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.
Orders made beyond this timeframe will follow our regular 30-day return policy.
Order Cut-Off Dates:
*Please Note: All times listed are in Local Time
Express Delivery:
*Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of Merrell.
From everyone at Merrell, we wish you a very happy holiday and new year.
Read full article
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What is your returns & exchanges policy?
Please note: All in-store and online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. For further information on holiday returns, please see here.
We want you to be 100% satisfied with your purchase. If you change your mind, we're happy to accept all returns, provided our three return conditions are met:
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Item(s) were purchased within the last 30 days and proof of purchase can be provided.
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Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached.
-
Item(s) are in original packaging or shoebox in their original condition.
Please note: We cannot accept your return if the shoebox is taped, damaged or has postal stickers attached
RETURN TO STORE
Whether you shopped online or in-store, you can return your item at any Merrell store provided our return conditions are met. Our in-store team can help you with a refund or exchange, pending stock availability.
View our store locator HERE.
RETURN ONLINE
If you would like to return an online purchase via post, click HERE to start the return process via our Returns Portal. Follow the prompts to purchase and print your return shipping label, then post your item at the Post Office. Click HERE for more information on how to book your online return.
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Package your return: Shoeboxes must be protected by a satchel or similar. If the shoebox is taped or has postal stickers attached, we cannot accept your return.
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Return costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
EXCHANGES
We do not offer direct online exchanges.
If you wish to exchange your items, this can only be done in-store.
If you wish to return online, please post your item back to us for a refund and place a new order.
REFUNDS
Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account. Click here for more information.
Please note: any shipping fees applied to your original order will not be included in your refund, even if the whole order is returned.
Third-Party & International Purchases
Merrell's purchased from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Merrell Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.
Read full article
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How do I book a return?
1. DOES IT MEET OUR RETURN CONDITIONS?
Before booking your return online, check that your item meets our returns conditions below.
- Item(s) were purchased within the last 30 days
- Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
- Item(s) is in its original, undamaged packaging or shoebox
If you believe your item may be faulty, please view this article.
2. PACKAGE YOUR RETURN
Place the return into a satchel or box so that the product arrives protected and undamaged.
Do not use the shoebox as a postage box. If the shoebox is taped, damaged or has postal stickers attached we cannot accept your return.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Follow the prompts to download and print a returns shipping label. Then attach the label to your parcel and drop it off at your nearest Post Office.
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Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process
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Entering your order number: Begins with MERAU. Do not include the # or any other symbols
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Don't have a printer at home? Your return label includes a QR code which can be scanned at the Post Office and a label printed for you
WHAT'S NEXT?
Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.
Read full article
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Can I return an online order in-store?
Yes. If you've shopped online and had a change of mind, you can return your item at any Merrell store provided the item meets our return conditions below.
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
- Item(s) is in its original, undamaged packaging or shoebox
What to bring in-store
Please bring the item(s) you wish to return and proof of purchase, which can include your email order confirmation, order number (#MERAU...) or bank statement. If you shopped online with card, please bring the same card in-store for a refund.
Refunds
Your refund will be processed back via your original payment method, whether it's card, PayPal or Afterpay. Click here for further information on receiving your refund.
Please note that any shipping fees applied to your original order will not be included in your refund, even if the whole order is returned.
Read full article
Merrell stands behind all the products we produce with an assurance of quality materials and workmanship. Please see below for our warranty period and conditions.
Warranty period
Boots & Shoes: 12 months
Sandals: 6 months
If your item(s) meet the below criteria, we will offer a refund online or refund/exchange in-store:
Warranty conditions
• The product is faulty or is not of acceptable quality
• The product is not fit for its intended purpose
• The product does not match the sample or our description
Note: This does not cover normal wear and tear, improper care, improper use, or the natural breakdown of materials over extended time and/or use.
Examples of what is not considered defective:
- Worn stitching, worn soles or frayed webbing due to normal wear
- Damage that is a result of misuse, normal wear and tear or damage occurred during storage
- Broken or damaged laces, lace retention devices and worn soles
- Improper fit/comfort issues
If you believe any purchased items may have a manufacturing fault, please see here for instructions on initiating an assessment.
Important to note: If the item(s) were purchased from a Merrell stockist (not directly from our website or one of our stores), please take them back to the place of purchase as they will need to assess them for you and handle the warranty process. Our Merrell Experts are unable to assist with any third-party retailer claims.
Read full articleOur delivery options, timeframes and costs are as below:
IMPORTANT TO NOTE: Please allow 1-3 business days for your order to be packed before it's shipped. Delivery times begin once an order has been packed and picked up by the courier. Please allow additional packing time during peak periods (such as sales or public holidays).
*Please note that delivery timeframes are estimates only and may vary with peak sale periods, possible courier delivery issues and other influences beyond the control of Merrell.
Split Deliveries:
If you've ordered more than one item, your order may be split into multiple deliveries if we're unable to source all of your products from one dispatch location. If your order has been split into multiple deliveries, you'll receive a separate tracking email for each delivery.
Authority to Leave:
There is no option to provide Authority to Leave at checkout, as our couriers will not leave a parcel unattended if there is no one home to collect it. This is to avoid your parcel falling into the wrong hands. For further information, please see here.
The lead-up to the holiday season is one of the busiest times of the year. We want to make sure your order arrives on time, and a seamless Returns process is in place.
EXTENDED HOLIDAY RETURNS POLICY:
All in-store and online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. When returning your item, please make sure it meets our return policy requirements found here.
Orders made beyond this timeframe will follow our regular 30-day return policy.
Order Cut-Off Dates:
*Please Note: All times listed are in Local Time
Express Delivery:
*Please Note: Delivery timeframes are a guideline only, and may vary with possible courier delivery issues and other external influences beyond the control of Merrell.
From everyone at Merrell, we wish you a very happy holiday and new year.
Read full articlePlease note: All in-store and online purchases made between 16th November 2023 and 31st December 2023 will have an extended returns period of 60 days. For further information on holiday returns, please see here.
We want you to be 100% satisfied with your purchase. If you change your mind, we're happy to accept all returns, provided our three return conditions are met:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided.
- Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached.
-
Item(s) are in original packaging or shoebox in their original condition.
Please note: We cannot accept your return if the shoebox is taped, damaged or has postal stickers attached
RETURN TO STORE
Whether you shopped online or in-store, you can return your item at any Merrell store provided our return conditions are met. Our in-store team can help you with a refund or exchange, pending stock availability.
View our store locator HERE.
RETURN ONLINE
If you would like to return an online purchase via post, click HERE to start the return process via our Returns Portal. Follow the prompts to purchase and print your return shipping label, then post your item at the Post Office. Click HERE for more information on how to book your online return.
- Package your return: Shoeboxes must be protected by a satchel or similar. If the shoebox is taped or has postal stickers attached, we cannot accept your return.
-
Return costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
EXCHANGES
We do not offer direct online exchanges.
If you wish to exchange your items, this can only be done in-store.
If you wish to return online, please post your item back to us for a refund and place a new order.
REFUNDS
Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account. Click here for more information.
Please note: any shipping fees applied to your original order will not be included in your refund, even if the whole order is returned.
Third-Party & International Purchases
Merrell's purchased from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Merrell Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.
Read full article1. DOES IT MEET OUR RETURN CONDITIONS?
Before booking your return online, check that your item meets our returns conditions below.
- Item(s) were purchased within the last 30 days
- Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
- Item(s) is in its original, undamaged packaging or shoebox
If you believe your item may be faulty, please view this article.
2. PACKAGE YOUR RETURN
Place the return into a satchel or box so that the product arrives protected and undamaged.
Do not use the shoebox as a postage box. If the shoebox is taped, damaged or has postal stickers attached we cannot accept your return.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Follow the prompts to download and print a returns shipping label. Then attach the label to your parcel and drop it off at your nearest Post Office.
- Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process
- Entering your order number: Begins with MERAU. Do not include the # or any other symbols
- Don't have a printer at home? Your return label includes a QR code which can be scanned at the Post Office and a label printed for you
WHAT'S NEXT?
Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.
Read full article
Yes. If you've shopped online and had a change of mind, you can return your item at any Merrell store provided the item meets our return conditions below.
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
- Item(s) is in its original, undamaged packaging or shoebox
What to bring in-store
Please bring the item(s) you wish to return and proof of purchase, which can include your email order confirmation, order number (#MERAU...) or bank statement. If you shopped online with card, please bring the same card in-store for a refund.
Refunds
Your refund will be processed back via your original payment method, whether it's card, PayPal or Afterpay. Click here for further information on receiving your refund.
Please note that any shipping fees applied to your original order will not be included in your refund, even if the whole order is returned.
Read full article