FREQUENTLY ASKED QUESTIONS
Website Updates 10.05.2021
We're making a few updates to improve our website infrastructure.
Please note: Customers can still continue shopping online with no impact.
From 9:00 pm AEST on Monday 10.05.2021, the below will be temporarily unavailable:
- Gift Card redemption or amount query will not be available
- Click & Collect orders cannot be placed
Our chat team will be online until 11:00 pm AEST and can assist with any questions you may have.READ FULL ARTICLE
Are your stores open?
All Merrell stores are open with safety protocols in place to comply with all Government directives.
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
Update: As of 5:00 pm on Thursday the 6th of May 2021, as per New South Wales Government guidelines, customers will be required to wear a face mask when shopping in-store within the Greater Sydney region.
Perth Update: Masks will continue to remain mandatory in all retail settings until further notice.
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 checking 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
Delivery times may vary during sale periods. Please allow an additional 2-4 business days on top of standard delivery timesREAD 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're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.
Need to return your items? 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.
Shoes must be returned in their original, undamaged shoebox. 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 to protect the shoebox during transit. *
*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.
Due to the increased volume over sale periods, please allow an additional 1-2 business days for refund processing.
If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.
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.
Third-Party & International Purchases
Purchases made online 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
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.
* Proof of purchase is required to initiate a Faulty Assessment.
*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
What is my Australian size?
Australian sizing is not recognised as a standard size by Merrell
US sizing is the same size as AUS sizing. For conversions, we recommend checking your current shoes and seeing if there is a displayed size in US, UK or EU.
Sizing does vary between brands and even different styles in the same brand. The size guide is a recommendation to assist in choosing the best size for you but as every foot is different you may not know for sure until you try a size on.
Reach out to our Merrell Experts on 1300 131 766 for help purchasing your perfect size.READ FULL ARTICLE
The item I want is sold out?
If you can not add a size to the cart, and experience the message 'out of stock', then, unfortunately, we are sold out.
We recommend giving our Merrell Experts a call on 1300 131 766 and press option 1 once prompted.
Our team will be able to look into stock levels for you and check if one of our stores has any stock left.