Returns

This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.

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 policy remains, but we won't count the days that stores and/or post offices are closed.

Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

Important to note: Any item(s) that were not purchased from an authorised Merrell store will need to be returned/exchanged at the original store of purchase. 

 3 simple conditions for a successful return:

• Item(s) were purchased in the last 30 days and proof of purchase can be provided.
• Item(s) must be unworn & undamaged with original tags attached.
• Items are in their original packaging (shoebox) and in original condition. Shoes must be returned in their original, undamaged shoebox. 

In-store conditions

In-store purchases cannot be returned or refunded to the online store at this point in time.

Exchanges & store credit

In-store purchases that are eligible for return and within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided. 

Credit notes are valid for 12 months. Credit notes must be presented at the time of redemption.

Faulty items

We will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault. Click here for more information.

Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.

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 policy remains, but we won't count the days that stores and/or post offices are closed.

Need to return your items? We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.

3 Simple Conditions For A Successful Return

Important to note:

1. Shoes must be returned in their original, undamaged shoe box. 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 to protect the shoebox during transit. * 
2. Any item(s) that were not purchased from an authorised Merrell store will need to be returned/exchanged at the original store of purchase. 

*We reserve the right to reject any returns that do not meet these requirements.

Return Options

Exchanges

All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.

Online conditions:

• Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
• Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on returning PayPal purchases for more information. 
• Online purchases using Afterpay can be returned online or in-store. 

Cost of returns

The returns shipping fee is $10, paid for in the Returns Portal. 

You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.

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. All online returns must be lodged through our Returns Portal.

Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.

Refunds

Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. 

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.

Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.

Faulty items

If you believe you have received a faulty item, please do not submit a return as our returns warehouse does not process faulty assessments. Please read about our Faulty Assessment process here.

If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

If this is the case, please contact our Merrell Experts below with as many details as possible about the order. We'll request your order/receipt number and photographs of the tongues, tops, sides, soles and fault.

Third-Party & International Purchases

Purchases made online from overseas distributors, outlets or third-party websites such as eBay cannot be exchanged, replaced or returned by Merrell Australia; we advise you to contact the place of purchase for any warranty claims. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.

We're so sorry to hear that your item is faulty.

You are welcome to head into your local store and have the item assessed by a store manager. Click here for more information on in-store faulty assessments! If the item is deemed faulty, our team will be able to assist you. Please note that any items purchased with PayPal cannot be returned to store. You will need to contact our Merrell Experts for a faulty assessment.*

Alternatively, if you cannot make it to your local store, you may contact our Merrell Experts below for a faulty assessment. You will be asked to provide proof of purchase as well as photographs that clearly display the fault, tops and soles.

*Please do not send the faulty product back without contacting us first.

* Proof of purchase is required to initiate a Faulty Assessment. 

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

 *If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

• exchange for the same item*
• exchange for a different size*
• a full refund (depending on the payment method)
• disagree that there is a genuine manufacturing fault and therefore not process the return.

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 fault and upload three photos (tops, soles and the fault)
3. Hit submit. Our Merrell Experts will review your claim
4. If approved, you'll be sent a follow-up email with further details.

*If an item has been misused or worn in a manner contrary to its purpose, the item will be classified as ‘general wear and tear’. Forms of misuse may include but are not limited to cuts, heat or burns, exposure to chemicals or harsh elements, contact with gravel/bitumen while using motorized vehicles, skateboarding, machine washing and any alterations (eg. shoe repair).

*If your item has been deemed faulty, we ask that you ensure your item is either destroyed or disposed of. Accent Group and its related entities cannot accept liability for any further loss or damage suffered if the shoes continue to be worn.

Need help returning your item(s)? 

There may be a few reasons as to why it's not working.

1. Have you double-checked our Returns Policy? Some item(s) may be excluded
2. Has your purchase exceeded the 30 day returns period? Our Returns Portal is only able to accept returns within the returns period. 
3. Are you trying to return multiple items and keep experiencing an error message? Please get in touch with our Merrell Experts here. Remember to include your order number, the item(s) you wish to return to help speed up the returns process. 

Our Merrell Experts will be in touch with the next steps.

Payment for the return shipping label will be processed in the returns portal.

You are responsible for any costs associated with returning your order. 

Organise your online return here.

Need more info? Check out our Returns Policy.

Unfortunately, PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. 

If your item meets our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order.

PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.

Head to our Returns Portal to start the process!

Please note that we do not offer exchanges for online orders.  If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

Did you know? PayPal refunds return shipping fees! You can check out this link for more information.

Accidentally ordered the wrong size or had a change of mind?

We offer both return and exchange options, provided your items meet our Returns Policy. 

Exchanging online 

If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.

Our online return instructions will guide you through the returns process. 

Exchanging in-store 

Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay. 

Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card. 

Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style.