What is your latest returns policy?
Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens.
We want you to be completely satisfied with our products and we will gladly accept returns within 90 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
CREDIT CARD PURCHASES
RETURN IN STORE
Exchange, store credit or refund available.
No refund available.
Exchange available for size only.
3 simple conditions for a successful return:
- Item(s) were purchased in the last 90 days and proof of purchase can be provided.
- Item(s) must are unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition.
Please note that all 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. *
*We reserve the right to reject any returns that do not meet these requirements.
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.
You may also return your items back to our online warehouse and you will be provided with a full refund. Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.
Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
- Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our Merrell team member to assist you.
- Online purchases using PayPal can only be returned to the online store.
- Online purchases using Afterpay can be returned online or instore.
- In-store purchases cannot be returned or refunded to the online store at this point in time.
- If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.