To our Victorian customers, we’re all in this together. We're still here for you, online. Click here for more information on how we’ve created a safe shopping experience..
FREQUENTLY ASKED QUESTIONS
Extended Customer Experience Operating Hours
We have extended our operating hours for Live Chat!
Our dedicated Customer Experience team will be available on live chat from Monday to Friday between 7:00 am to 10:00 pm, Saturday to Sunday 7:00 am to 7:00 pm AEST.
Speak to our Live Chat team here.READ FULL ARTICLE
Important updates on our Melbourne Metro stores
With Victoria entering Stage 4 lockdown measures, our metro Melbourne stores will be closing temporarily, effective from Tuesday the 4th of August 2020.
Please know that while our physical doors are closed, our online store is still open! We’ll miss seeing you in-store but are excited for you to join us online.
Our Operations team are adjusting accordingly, following directives from the Victorian Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders.
Important changes to take note of:
Our online store is still open and the place to be if you want to shop our products! If you need assistance with purchasing online, our Product Team is available by phone to answer any questions and help place your order. Contact them on 1300 131 766 and press 1.
CLICK & COLLECT
Metro Melbourne, you can now pick up your order via our Contactless Click & Collect Service. Once you’ve received your “Pick Up” email, head to the store between operating hours (10 am - 4 pm Monday to Friday, 9 am - 1pm Saturday) to pick up your order, contact-free.
Our priority is to despatch your order as quickly as possible. However, with further restrictions to the freight network, please be aware that there will be unavoidable delivery delays. For regular delivery updates, check out our article here.
Our returns timeframe has been extended to 60 days. If the lockdown extends further than current plans, don’t worry! You’ll be given 30 days to return your online purchase once our stores reopen.
Our Customer Experience team is working safely from home and are available below if you require assistance with your order during this lockdown period.
READ FULL ARTICLE
What is your latest online returns policy?
For orders placed after the 4th of August 2020, our returns policy has been extended to 60 days.
We want you to be completely satisfied with our products and we will gladly accept returns within 60 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
Cost of returns
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.
CREDIT CARD PURCHASES
RETURN IN STORE
Exchange, store credit
or refund available.*
No refund 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.
3 simple conditions for a successful return:
- Item(s) were purchased in the last 60 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.
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Please hold onto your Australia Post return tracking number so you can track your order and see when it reaches us.
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.
- 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 to the online store.
- Online purchases using Afterpay can be returned online or instore.
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 Customer Experience team 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
I ordered the wrong size - can I exchange?
We're sorry to hear your new shoes aren't quite right!
If you would like assistance determining which size you should purchase, our Merrell Experts are available to help. Give them a call on 1300 131 766 and press 1.
Alternatively, you can head into a store to exchange your shoes there. Be sure to have your proof of purchase or confirmation email with you. See our Store Locator for your nearest store
Please note that if you purchased via PayPal you can only exchange in store for the exact style and product. PayPal purchases cannot be returned in-store.READ FULL ARTICLE
How do I know what size I should be wearing?
All sizes listed on the Merrell Australia website are in US sizes.
If you're struggling to figure out what size you should by, follow our below steps.
- Lay a sheet of paper on the floor, one edge flush against the wall. Fix the paper to the floor with scotch tape so it doesn't move.
- Standing straight and wearing socks, stand on the paper. Place your feet together, your heels against the wall and make sure your back is touching the wall too.
- Have someone draw the outline of both your feet.
- Use a ruler or the straight edge of a book to draw a line across where the outline is longest. Draw a parallel line 0.5cm from this original line to allow for clearance.
- Finally, measure the distance from the wall to the second line you have drawn.
- This will be your reference to know your shoe size.
READ FULL ARTICLE
Please click here for our Size Guide to convert this length to your shoe size.