Delivery

Update: Our Melbourne stores are set to open as soon as the Victorian Government eases retail restrictions. Check back here for the latest updates.

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:

SHOPPING 

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.

DELIVERY

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.

RETURNS

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. 

Update: Our metro Melbourne stores are set to open as soon as the Victorian Government eases retail restrictions. Check back here for the latest updates.

For a full list of stores currently open for trade, please click here.

Hygiene and social distancing measures

To help make our stores safer, we’ve introduced several measures 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.

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.

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! We will also have disposable try on socks and gloves available.

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.

Team Merrell.

The Postcode/Suburb field in the checkout is a search bar and will bring up any related locations once you have typed in an option.

If you experience any difficulty entering your Postcode/Suburb in the checkout we advise typing in your Suburb first and allowing the page to load for a few seconds. This should then display a drop-down box with all related suburbs, plus their postcode and state.

Simply click on the correct option from this drop-down box and the page will auto-fill the data into the suburb/postcode/state fields.

If you are still experiencing any difficulty placing the order online, we recommend trying a different internet browser or device.

Please note: Due to recent disruptions in flight schedules in Melbourne, you may experience delays of up to 1-2 business days on top of the normal delivery frames outlined below.

Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.

Only received part of your order?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!

How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!

Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.

Merrell Australia charges a flat rate shipping fee of $10. However, if your order is over $150, shipping is free.

Merrell Australia delivers Australia wide to residential, businesses and PO box addresses.

To guarantee the safe arrival of your order from Merrell Australia, please specify a delivery address which will be manned during business hours. If no one is present to accept your delivery but a safe place to leave it is available, it will be left for you and the tracking will show “Delivered with Safe Drop”.

If no safe place is available a card will be left for you and your parcel will be taken to the nearest Australia Post.

At Merrell Australia we currently do not accept international orders.

Due to global distribution and licensing agreements we are unable to facilitate international shipping.

Orders made with us must be delivered to an Australian address.

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. 

Tracking Notification 

Your tracking number will be sent with the subject line "Your Merrell Order MERAU00000000 Update".

Your tracking email will look like this:

Tracking your order:

1. You can log in to your account and select 'Track my Order' tab
2. Click on the Tracking link in your email notification or copy the Tracking Number in your email and track online at Australia Post.
   
   Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.

Only received part of your order?

We ship from multiple warehouses. You'll receive separate tracking emails and shipping times might be different.

Having difficulties? If you haven't received your order by the estimated delivery date, contact our Customer Experience team below and we'll help track it down.

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia.

How does it work?

Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times.

Only received part of your order?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia.

How does it work? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times.

Click here for ways to track your order.

If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time. 

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you. Please contact our Customer Experience team through Live Chat or call them on 1300 131 766 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy.

Once an order has been placed, you cannot change the address under your account.

However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and update the address for you. Please contact our Customer Experience team through Live Chat or call them on 1300 131 766 and press option 2 once prompted. They'll do their best to try and update the address for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If unable to do so, please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. They will be able to update your address.

Important to note:
Any address updates done by StarTrack will add an additional business day for delivery on top of the standard delivery time.

Please note that this is only available for Victorian customers in select areas. 

Parcel Concierge is a FREE Click & Collect service Merrell is trialling in certain locations in Melbourne with Vicinity Centres.

Parcel Concierge allows our customers who are eligible for the service to order online and pick up their order from a drive-through location at the shopping centre. 

Parcel Concierge is offered by Vicinity Centres. 

Participating Stores

Merrell Bundoora

Merrell Chadstone

Merrell South Wharf

How it works

1. Once you place a Click & Collect order at a participating Merrell store, you'll receive 2 emails - a booking confirmation email and an email stating that your order is ready to pick up. As stores are currently closed, don't go to pick it up!

2. You'll be contacted via phone by our store team who will offer you the Parcel Concierge service. 

3. The team will book you an appointment with Parcel Concierge. You will receive a booking confirmation email and an SMS reminder of your appointment. This email will include directions to the Parcel Concierge location.

4. Head to the Parcel Concierge location for your appointment with your ID and confirmation email to collect your order! You'll receive an SMS message afterwards confirming your order has been picked up. 

Updating or amending your booking

If you need to make changes to your parcel concierge appointment, please contact the Vicinity Centre:

Chadstone: (03) 9567 1083

Uni Hill Factory (Bundoora): (03) 9467 9165

South Wharf DFO: (03) 9099 1111

Please note that as Parcel Concierge is hosted by Vicinity Centres, the Merrell Customer Experience team is unable to assist in amending bookings. 

Missed Parcel Concierge Appointments 

If you miss your Parcel Concierge appointment, Parcel Concierge will send you a form to rebook your appointment. Alternatively, you can call the Vicinity Centre to arrange.

If your order is not picked up within three days of your initial appointment, your order will be returned to the store and alternate options for you order will be offered. 

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 - 1 pm Saturday) to pick up your order, contact-free.

Please note: The following store is currently unavailable for Click & Collect

1. Merrell Collins St

Click & Collect allows you to place an order online and pick up in your nominated store! It's as easy as that! Simply browse the website and find the products you want, then follow the steps below:

• Select your size
• Select 'Click & Collect' then enter your postcode & search radius and click 'Check'
• The closest stores to you with available stock will then be displayed, select your preferred store then click 'Buy & Collect In-Store'
• This will add the product to your cart, and you are free to browse and add other products to your cart
• Once you are ready to complete your order, click the cart icon in the top right corner to review your cart then click 'Proceed to Checkout'
• Now complete the order by entering your personal details and payment information.

Once your order is placed, our in-store team will be notified and they'll get busy preparing your order! Once it's ready we'll send you an email letting you know and you can come and collect at your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!).

 If you need to nominate someone other than yourself to collect the order, we require prior contact with our Customer Experience team. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

Please note: The following store is currently unavailable for Click & Collect

1. Merrell Collins St

If the Click and Collect option is available, and you haven't had any luck with the postcode search for 'Click & Collect', then this item may no longer be available in stores in your desired area.

The item will be listed as available to be purchased from any nationwide store that has the stock available, however, is outside of your radius.

You are still more than welcome to order online for the parcel to be delivered to your nominated address.

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 - 1 pm Saturday) to pick up your order, contact-free.

Please note: The following store is currently unavailable for Click & Collect

1. Merrell Collins St

You’ll get an email notification once your order is ready to be picked up, so be sure to keep an eye out for this since it will be an indicator that you’re all clear to head into the store location and collect the order.

To help us process your order quickly in-store, please ensure you bring along the following with you:

- Order Confirmation
- Personal ID (ie, your driver's license, proof of age or passport)
- We may also request to see the credit/debit card used or speak to the cardholder.

Please note: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Customer Experience team.*

*We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

Once you have placed an order, you will receive an email notification when it is ready to be picked up from your nominated store. We recommend checking your spam/junk mail as it can sometimes land in there.

Having difficulties? Contact the Customer Experience team below and we’ll be our best to assist you.

If for any reason you're unable to pick up your Click & Collect order from the store or would like to cancel,  please get in touch with our Customer Experience team below and they will assist you.

Please ensure that you include your order number when contacting us so we can assist you in the quickest way possible.