Delivery

Just placed an order? All orders are shipped using Express StarTrack delivery. 

* Delivery timeframes are estimates only, and may vary with peak sale periods, COVID-19 related impacts, possible courier delivery issues, and other influences beyond the control of Merrell. 

Once your order has left our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery. If you have not received an email with tracking details, it just means we're still packing your order and it's yet to be dispatched from our warehouse. 

Alternatively, click the link below and enter your tracking number for delivery updates. 

TRACK MY ORDER

Delivery within Australia 

We aim to pack and dispatch online orders within 1-3 business days. Once your order is dispatched, you will receive an email notification with a tracking number. 

Please note: During peak periods (sales or public holidays), dispatch times may be longer. 

Our couriers will not leave a parcel unattended if there is no one home to collect it. This is to avoid your parcel falling into the wrong hands. 

Instead, the courier will leave a card letting you know that your parcel is awaiting your collection at your local post office. You’ll need to present your ID and the collection card to collect your parcel.

You will have up to 10 business days to collect your parcel from the post office. If not collected within this timeframe, your order will be returned to sender and we are unfortunately unable to send it back to you. You will be refunded when your parcel arrives back at our warehouse.

We deliver Australia-wide to residential, business and PO Box addresses.  

Please note that we do not deliver to Christmas Island, Norfolk Island or Cocos (Keeling) Islands. 

If you would like to double-check delivery to your location, please get in contact with our Merrell Experts below. 

Should you wish to cancel your order, please contact our Merrell Experts immediately, either via Live Chat or on 1300 131 766. We will be able to cancel your order if it is yet to be packed or dispatched by the warehouse. If outside of working hours, please lodge an enquiry via email. 

If we are unable to cancel your order you can return them in accordance with our Returns Policy once delivered.

If you notice that you've made a mistake on your order, please contact our Merrell Experts immediately, either via Live Chat or on 1300 131 766. If your order has not been packed or dispatched from our warehouse, we will cancel your order so that you can reorder the correct size, colour or item. If outside of working hours, please lodge an enquiry via Email. 

If we are unable to cancel your order you can return them in accordance with our returns policy once delivered.

Our team work quickly to get orders picked, packed and out the door to you. If you need to update the delivery address please contact our Merrell Experts via Live Chat or on 1300 131 766. There is a short window of time before it's ready to be shipped that we can update the address for you. 

Alternatively, 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. Any address updates done by StarTrack will add an additional business day for delivery on top of the standard delivery time.

Click & Collect allows you to order online and then pick it up from your nominated Merrell store for no additional charge. 

How to place a Click & Collect order

1. Add your item to the cart
2. At checkout, under 'Shipping' select 'Click & Collect'
3. Click 'Find Store' and enter your postcode. Nearby stores with the item available will allow you to click 'Select Store'
4. Click 'Save and Continue' to pay for and complete your order

*Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out.

What's next? 

Our in-store team will prepare your order and notify you via email when it's ready for pickup. Once you place your Click & Collect, we'll aim to have it ready for same day collection. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you).

Good to know: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Merrell Experts below. The nominee will also be required to show a form of I.D.

We'll aim to have your Click & Collect order ready for same day collection.

You're able to collect your order once you've received the ready-for-collection email. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you). 

Good to know: If you need to nominate someone other than yourself to collect the order, please give our Merrell Experts a heads up. The nominee will also be required to show a form of I.D.

Want to cancel your Click & Collect order? Get in touch with our Merrell Experts here and provide us with your order number (starts with MERAU). 

No results when you enter your postcode for Click & Collect?

Only local Merrell stores which have your item in stock will appear available for Click & Collect.

If Click & Collect is unavailable at your local store, we recommend having your item delivered! View our Delivery Timeframes here. 

We're sorry that your order is missing an item! If you've ordered more than one item, we often send items separately from different warehouses, so they may arrive at separate times. We recommend the following: 

1. Check your emails to see if you've received any additional tracking numbers. Each item will have a unique tracking number if your order has been split. 
   
   
2. No emails? Get in touch with our Merrell Experts via Live Chat, on 1300 131 766 or via email and we'll locate your missing item(s). 

We aim to fulfil every order placed on our website, however, if your order has been cancelled this may be due to: 

• An oversell of the item.
  If an influx of orders is received for an item at the same time, there is a small possibility that we cannot fulfill every order. If this happens, you will receive an email indicating that a particular item you ordered is out of stock and you will be refunded the amount you paid for the item(s).
  
  
• An error in the listing of the item. 
  Although rare, if an item on our site is listed with an incorrect price or product description, your order may be cancelled. 
  
  
• Our system has flagged your order for security reasons.
  If your order does not pass our security check or we have not received additional information or further verification requested from you, your order may be cancelled. This is to protect our customers, their personal information and the protection of their funds. 

If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our Merrell Experts will provide more information.

We apologise if you haven't received what you ordered or your item has arrived damaged. Please follow the below steps so our Merrell Experts can assist you. 

1. Enter your order number and email address into our Returns Portal HERE. 
2. Follow the steps and select 'dispatch error' as your reason for return. 
3. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received).
4. Hit submit. Our Merrell Experts will review your claim promptly.
5. If approved, you'll be sent a follow-up email with further details. 

If you haven't received an order confirmation via email shortly after your purchase this may be due to:

• A small typo in the email address entered at the checkout
• Your order is still processing in our systems
• The email has been marked as spam and has been moved to your junk/spam folder

If you still haven't received it within 24 hours, contact our Merrell Experts here and we'll locate and resend your order confirmation. 

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. 
We also recommend checking your spam/junk inbox as it can sometimes land in there.

You can view our Delivery Timeframes to help you estimate the arrival of your order.

Our courier partners will not leave the parcel unattended at your delivery address. They will drop it 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 Merrell Experts below and we’ll be able to assist you.

If your size isn't available in-store, our team can order your item from another store across Australia and have it delivered to your house. Your item will be delivered within 1-3 business days. 

Returning an in-store order

If you wish to return an item you ordered in-store, please visit us in-store for a refund.
We are currently unable to facilitate an online return for an in-store order. When returning your item in-store please bring along proof of purchase and ensure that your item meets our Returns Policy conditions. 

Please note: If we are unable to fulfill your in-store order please visit us in-store to claim your refund. If you don't claim your refund within 60 days, we'll email another reminder. If your credit remains unclaimed after 90 days, it'll be issued in the form of a gift card. 

If you ordered in-store, your delivery can take anywhere between 1-3 business days. You can check out our Delivery Timeframes for more information.

Your order confirmation will be sent to the email address that was entered in upon placing the order.

Once your item/s have been dispatched, you will receive your tracking details. For more information on how to track your order, click here.