Payment

If you paid with PayPal, you can get a refund on your return shipping costs if you need to send something back - up to $45 per return and 8 returns each year.

How to get your money back on return shipping

1. Login to your PayPal account and activate "Refunded Returns".
2. Submit a request with your proof of purchase within 30 days of return and 150 days of purchase.
3. Once approved, your refund will appear in your PayPal account, typically within 5 business days.

What's not included?

1. Any items that haven't been paid for in full with your PayPal account.
2. Any products excluded from our Returns Policy.

We accept a number of payment methods such as Mastercard, VISA, American Express, Paypal and Afterpay.

Due to the evolving crisis of COVID-19, Afterpay has made some changes to their payment schedules. All customers will now pay the first payment upfront until further notice. For more information, please click here.

Afterpay is a simple instalment plan, allowing you to pay for your order in four equal instalments, due every fortnight!

Afterpay is available to all people who:

• Live in Australia;
• Are at least 18 years old
• Can enter into a legally binding contract
• Have a valid and verifiable email address, mobile number; and
• Use an Australian credit or debit card to make a purchase. You are not required to fill out a credit application form.

Simply choose Afterpay as your payment method at checkout. First-time customers will have to provide payment details. Any returning customers can simply log in to make their purchase.

At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise, Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.

If you have any further enquiries regarding Afterpay, you can check out their FAQs for more information.

We’re sorry to hear that you’re having difficulties on our website.

First, we recommend clearing your cookies or switching to another browser.

If the problem still exists, then we recommend trying a different payment method.

Still having issues? Get in touch with the Customer Experience team below and we’ll help you out.

Unfortunately, we are currently unable to accept overseas cards as payment. However, we do offer PayPal and Afterpay for customers wishing to purchase their items from our Australian site to be delivered to an Australian address.

Our Merrell Experts are on hand to assist you with placing bulk orders and ensure a secure ordering experience. 

Connect with a Merrell Expert for sizing advice and assistance placing your bulk order. Call the team on 1300 131 766 and press option 1 once prompted.

Placing an online order is easy! Follow our easy step by step guide below.

Would you prefer to speak to someone instead? Give our Merrell Experts a call on 1300 131 766

They'll be able to help you with your size and securely place an order for you!

If you prefer not to call, hit up our Merrell Experts via our live chat channel.

HOW TO PLACE AN ONLINE ORDER

Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.

Step 2: Select the style you wish to purchase.

Clicking into the style, you'll be able to view a description of the shoe and product details 

 Interested in this item? Select a size and click on "Add To Cart".

Once you've done this, you'll see a number next to the shopping cart on the top right-hand corner. This means you've successfully added an item to your cart!

You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:

"Continue Shopping" - If you wish to keep shopping 
"Checkout" - You're happy with your selection, then proceed to checkout.

Step 3: Complete the order

We accept all secure payment methods! Click here for more information.

Note: At the cart, you'll also be able to enter in your discount code if you have one.

You'll be asked to either:

• Checkout as a guest
• Log into your existing account OR
• Create an account with us.

Follow the prompts and fill out all the required fields.

Once done, the last step is to review your details to make sure they're correct. 

Press "Place Order". You're done!

Having difficulties placing your order? No worries! Our Merrell Experts are available to help over the phone on 1300 131 766.

Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).

Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.

Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.

Yes, you can!

Give us a call on 1300 131 766 and select 1. Our Merrel Specialists will be able to assist you in making a purchase over the phone. 

Where to apply the discount code:

Once you've added the item to your cart, select the "Checkout" option and once you've reached the page, you should be able to enter the code under the "Discount code" section.

Other things to note:

1. Have you double-checked the T's & C's of the discount code? You can find the information in the body of the email that you received. You may need to hit a certain threshold in order for the code to work
2. Have you checked that your discount code was issued by Merrell Australia? International codes cannot be used
3. Promotional codes cannot be used in conjunction with other offers and some exclusions may apply. We recommend checking the terms and conditions related to your discount before ordering.

We're sorry to hear this.

If you're struggling to apply your discount, there could be a few reasons as to why it may not be working.

Where to apply the discount code: Once you've added the item to your cart, select the "Checkout" option and once you've reached the page, you should be able to enter the code under the "Discount Code" section.

Other things to note:

1. Have you double-checked the T's & C's of the discount code? You can find the information in the body of the email that you received. You may need to hit a certain threshold in order for the code to work
   
2. Have you checked that your discount code was issued by Merrell Australia? International codes cannot be used
3. We also suggest clearing your cookies and/or switching to another browser
4. Promotional codes cannot be used in conjunction with other offers and some exclusions may apply. We recommend checking the terms and conditions related to your discount before ordering.
5. If for any reason the order is cancelled, we will refund the full amount that was paid for. If the order is partially cancelled, we will refund the discounted price for the cancelled items. Promotional codes can only be used once so if this happens, you won’t be able to use the same code again.

Followed the above instructions and still not working? Don't stress  - our Customer Experience team are here to help. Please provide the below information when contacting as it helps to speed up the process

1. Item(s) name or number
2. Screenshot of the error message that you're seeing
   

Our Customer Experience team will do their best to troubleshoot for you.

Yes, we can absolutely facilitate that for you. Just double-check that the credit note has not expired and still has funds left on it.

To swap over your credit note for a gift voucher, please contact our Customer Experience team below and provide them with your credit note number.

Can I get an extension on my credit note?

If you need an extension, we're here to help! Simply contact our Customer Experience team below with your credit note number and we'll take it from there.

Merrell Gift Cards can be purchased in-store and are redeemable at any Merrell retail store in Australia or online at www.merrellaustralia.com.au

Gift Cards are valid for 3 years from the issue date, or until no amount remains on the Gift Card. Any balance that remains on the Gift Card after expiry will not be available for use.

Gift Cards cannot be exchanged (wholly or partly) for cash, reloaded, topped up or used to purchase other gift cards.

The value shown on a Gift Card includes GST.

Gift Cards are partially redeemable and any unused balance can be used for future purchases up to the expiry date.

Gift Cards should be treated like cash. Lost or stolen gift cards will not be replaced or refunded.

Don’t remember your gift card PIN? No worries! Simply reach out to the Customer Experience team below and we’ll help you track it down.

Please treat your gift card carefully as we are not obligated to reissue a new gift card except under certain circumstances where we may choose to.

Any concerns? Please reach out to the Customer Experience team below.

Don’t know what your gift card balance is? Not a problem! Just follow the below steps to locate your balance.

First, add the item(s) you wish to purchase to your cart.

Next, click the “Cart” icon on the top right corner and scroll down to select “View Cart”.

At the bottom of the shopping cart, you’ll see a section where it says “Gift Cards”. 

Pop in your gift card number followed by your pin (can be found on the back of your card).

Click “View Balance”. Your remaining balance will be displayed on the screen!

Click “Add Gift Card” to apply it to your order!



Please note: Any vouchers issued before 05/11/2018 do not require a pin. All other Gift Cards or Vouchers will require a pin.

All of our gift cards have an expiry date on the back of the card/voucher. Please carefully check the date as we are not obligated to extend the balance after the expiry date, except under certain circumstances where we may choose to.

If you would like to discuss, please get in contact with the Customer Experience team below.

Unfortunately, we don't offer a price guarantee if our styles have been markdown or a sale has launched online.

At this stage, we're unable to reimburse the difference for your order and the current listed price. We apologise for the inconvenience.

We may cancel or delay delivery for orders where we require further payment information to process the purchase. Reasons include:

1. Request for additional information is refused or not received within the requested time
2. Request for the cardholder to contact us within the timeframe is not met
3. Purchase transaction does not pass our security check
4. The Purchase has connections to previous fraudulent orders
5. Purchase was made by an unauthorised alteration our website.

 We genuinely care about the safety of our customers, their personal information and the protection of their funds.
 
Merrell may require further verification of your order to ensure that it is authorised by the cardholder.
 
Our Customer Experience team may contact you via phone or email to confirm details of your order before it can be shipped. Don't be concerned if this happens to you. We check plenty of orders every single day and orders can be selected for various reasons.
 
This is to ensure that you have a great shopping experience with us! If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our Customer Experience team will provide more information.

We're sorry that you're experiencing this on our website.

We suggest either switching browsers or deleting your cookies and reloading the browser to attempt to fix the issue.

If you're still having difficulty checking out, we want to hear about it.

Contact the Customer Experience team below if the site is having any technical issues impacting your ability to checkout. 

The more details you can provide us, the better! Let us know:

• as much detail about the issue as you can
• screenshots of error messages (if any) 
• which browser you're using 
• what you've done to try to resolve it so far

Unfortunately, Merrell does not offer price matching.

If you are experiencing any difficulty placing an order online, we recommend trying to place the order on a different internet browser or device, as this will often get past any occurrences of pages not loading or payments not finalising.

While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfill them all.

If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfill your entire order or part of your order. 

Our Terms & Conditions do also cover our oversell policy under section 7. Pricing & Availability - Merrell reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.

When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account.