Delivery

NSW Update 11/10/21: Our stores are open following Government directives.

VIC Update: Our Metro stores are temporarily closed following Government directives. Our Regional stores are open for trade with safety protocols in place to comply with Government directives. Click here for more information.

TAS Update 15/10/21: Our Hobart store is temporarily closed following Government directives. Click here for more information. 

Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.

Delivery

We're still delivering! We’ve made the necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.

Returns & Exchanges

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 & exchanges policy remains, but we won't count the days those stores are closed. We will waive the returns period once our stores reopen.

Please see below for our COVID-safe plan.

To find your closest store, see our Store Locator.

COVID SAFE PLAN

We’ve implemented the following measures to help you shop safely in-store. We will review and adapt these in-store measures as the environment evolves.

1. Entry only allowed for fully vaccinated customers with an approved COVID-19 vaccine (NSW only at this stage)

Persons aged 16 years and over will only be permitted to enter our stores if they are fully vaccinated or have a medical exemption. You will be required to show proof of COVID-19 vaccination upon entry. There are several options to access and show proof of COVID-19 vaccination, including:

•  COVID-19 Digital Certificate: this can be accessed through the Express Medicare mobile app or Medicare online account through myGov. The COVID-19 digital certificate can be added to a smartphone wallet or similar for ease of access
• A printed version of the COVID-19 digital certificate or immunisation history statement (also available through myGov)
• COVID-19 digital certificates can also be added to a Service NSW app and shared as part of a QR check-in. Visit nsw.gov.au for detail.

For people without a Medicare Card:

• Call the Australian Immunisation Register on 1800 653 809 and ask for an immunisation history statement to be posted. It can take up to 14 days to arrive
• Add a COVID-19 digital certificate to a smartphone wallet or similar using the Individual Healthcare Identifiers service (IHI service) through myGov
• An immunisation history statement can be accessed from My Health Record. Visit Services Australia for instructions.

For people without a smartphone or online access:
A COVID-19 digital certificate or immunisation history statement can be accessed via myGov to download and print. Alternatively, call the Australian Immunisation Register to request a copy in the post.

For people with a medical exemption:
If you have a medical reason for not receiving the COVID-19 vaccination, speak to your medical practitioner about getting your medical contraindication added to your immunisation history.

You can read more about the vaccination policy at the NSW Government website here.

Penalties may apply for making or presenting a fake form of proof of vaccination. We also reserve the right to refuse entry for those who don’t follow government guidelines.

2. Mandatory QR code check-in

Some states have mandated QR code check-ins via the official Government App. Please refer to your Local State Government for more information (Australia.gov.au).

3. Mandatory face coverings in-store 

Some states have introduced mandatory mask-wearing indoors. Please refer to your Local State Government for more information (Australia.gov.au).

4. Click & Collect 

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

Please see below for your state's Click & Collect service: 

Click & Collect service is temporarily unavailable for Tasmania

*Please note, there are radius restrictions in place for some states. Please check for your nearest store before placing a Click & Collect order.

4. 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.

6. 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.

8. 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.

8. Use sanitisation station upon entering the store

Hand sanitiser will be available for all customers upon entry.

9. 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.

10. 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.

11. Training for team members on social distancing and additional hygiene measures

All team members will be required to complete ongoing training courses.

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.

Delivery times may vary due to the impact of COVID-19. We apologise for the inconvenience.

We want to assure you that Merrell along with our delivery partners, are doing everything we can to safeguard our team and customers during the preparation and delivery of your orders. 

Our delivery partners are following several hygiene protocols including: 

• Social distancing within processing facilities and during delivery to customers.
• Allocating workers to operational zones within processing facilities and performing daily temperature checks. 
• The use of mandatory face coverings and screens where relevant. 
• Practicing good hygiene and regular cleaning of delivery vehicles. 
• No longer asking for signatures on delivery, to avoid unnecessary contact. 

To keep our delivery drivers and posties safe, please:

• Keep 1.5 meters in distance. 
• If you're experiencing symptoms, please let your postie or driver know.
• Wear a mask where required and practice good hygiene.

Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.

Orders can be delivered to residential and business addresses, parcel lockers, PO boxes and parcel collect locations. 

Only received part of your order?
If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.

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

2. Delivery services do not run on National or State Public Holidays. 

3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Merrell.

4. StarTrack has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.

Need help tracking your order? Click here.

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

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. 

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

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 StarTrack.
   
   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?

If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.

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

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.

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.

Click here for ways to track your order.

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

Once your order is placed, we're unable to upgrade or change the delivery method. 

Our teams are working hard to get your order to you ASAP. Once your order is on its way to you, you will receive an email with your tracking information. We appreciate your patience during this time.

Only received part of your order?

If you have ordered a few items, we may need to fulfil your order from multiple locations. This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order. 

How do I track the rest of my order?

If your order has been split, you will receive an email with your tracking details for each separate delivery.

Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times. 

If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our Customer Experience Team below and we can provide you with tracking updates. 

Click here for ways to track your order.

We're incredibly sorry to hear about this! If you've received the incorrect item, please follow the below steps:

1. Contact our Merrell Experts below
2. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received)
3. Hit submit. Our Merrell Experts will review your claim
4. If approved, you'll be sent a follow-up email with further details.

Depending on your spam filters, it is possible that your confirmation email has been forwarded to your junk folder - we would recommend double-checking your junk folder.

If you still have not received your order confirmation after 24 hours, please get in contact with our Merrell Experts and they will happily assist you.

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?

If your order has been split into two parts and one item is dispatched first, 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 it's being fulfilled from separate warehouses which means different dispatch times. Due to this, your items will be delivered separately.

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.

During working hours, please get in touch with a Merrell Expert via Live Chat or call 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.

If outside of working hours, please lodge an enquiry via Email. 

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.

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 Merrell Experts 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.

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

Want it now? Merrell offers 1 Hour Click & Collect.

Place a Click & Collect order during store opening hours and you will receive your collection email within 1 hour. 

Please wait until you’ve received this email before heading in-store to collect.

Ts & Cs 

1 Hour Click & Collect is only available where your purchase:

• is finalised on a day on which your nominated Merrell store is open for business;
• is finalised one (1) hour before your nominated Merrell store closes for that day 
• is available for Click & Collect 
• is not affected by an event outside the reasonable control of Merrell (including any impediment caused by the fraud analytic pre-screening process or government lockdowns)

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

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.

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

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!).

Please wait until you have received this email before going in-store to collect.

If you need to nominate someone other than yourself to collect the order, we require prior contact with our Merrell Experts. 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.

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

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.

Please wait until you have received this email before going in-store to collect.

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 Merrell Experts*

*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.

Can't make it to store and need to cancel your Click & Collect order? Please get in touch with our Merrell Experts below and provide them with the following information as this helps speed up the process:

- Order number (this can be found in your order confirmation)

Our Merrell Experts will be able to get this sorted for you.

We offer Click & Collect to help you minimize your contact in-store. Click here for more information about our in-store safety measures. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.

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

• Only local 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. 

Good to know:

• Due to demand, item(s) on sale tend to be limited in stock and therefore lowers the chance that your local store has it in stock and available for Click & Collect. 
• Called a store and they have the item in stock but the store is not appearing as an option for Click & Collect online? Our stores have thresholds in place - We recommend getting them delivered instead! 

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.

When placing an order in-store, please double-check that you provide your correct delivery address and contact details. 

Your item will be delivered within 1-3 business days. 

Returning an in-store order

If you would like to return your item, please ensure that you adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item in-store.

Please note that shipping and handling times can take anywhere between 1-3 business days, as your order could be coming from any one of our National stores*. 

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

Once your item/s have been dispatched, you will receive your tracking details.

 *Please note that this option is only available within Australia at the moment.

Returning an item:

If you would like to return your item, please ensure that your items adhere to our Returns Policy.

Please note that a refund can only be processed in-store at this time as we are working towards solidifying a seamless refund experience. Please ensure that you bring along your proof of purchase when returning an item back in-store.