Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.
Updated as of 25/08/21: 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
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RETURNED WITHIN 30 DAYS OF PURCHASE |
ITEM(S) ARE UNWORN & UNDAMAGED |
IN ORIGINAL PACKAGING AND CONDITION |
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Item(s) were purchased in 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 |
Important to note:
- Shoes must be returned in their original, undamaged shoe box. 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. *
- Any item(s) that were not purchased from an authorised Merrell store will need to be returned/exchanged at the original store of purchase.
*We reserve the right to reject any returns that do not meet these requirements.
Return Options
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CREDIT CARD PURCHASES |
PAYPAL PURCHASES |
AFTERPAY PURCHASES |
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RETURN ONLINE |
Refund Available |
Refund Available |
Refund Available |
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RETURN IN STORE |
Exchange, store credit |
No refund available. Exchange available for size only.* |
Refund available. No exchanges* |
Exchanges
All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.
Online conditions:
- 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 in-store.
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.
How is the refund processed?
Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your Australia Post return tracking number, that way you can track your order and see when it reaches us.
I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.
I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule.
I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website.
*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
Faulty items
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.
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.