Returns
Returns Policy
-
Returning Online Orders to a Merrell Store
Online orders can be taken into a Merrell retail store for exchange or refund.
Refunds can only be processed on orders that have been paid for via credit card or AfterPay.
If PayPal has been used, we can only offer in-store exchange.
READ FULL ARTICLE
The items need to be in original condition, unworn with the shoe box and a copy of the order confirmation. -
What is your return policy?
If you're not 100% satisfied with your purchase, you can return your item(s) within 30 days of placing your order if you meet the below return conditions. Please note all PayPal transactions must be returned online should you want a refund.
*Please note that gift cards are non-refundable.
• You can return your purchase up to 30 days from date of dispatch.
READ FULL ARTICLE
• Products must be unworn, in the condition that you received them and in the original box and/or packaging. -
Can I return a Merrell shoe purchased overseas?
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.
READ FULL ARTICLE
We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.
Returns & Exchanges
-
How do I return my purchase?
You can return any item to our online store or to us in-store, just be sure to meet the conditions below and bring your proof of purchase. Please note that we are unable to facilitate PayPal returns in-store.
1. Ensure you meet our simple conditions for successful returns.
2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.
3. Pop in your order number and the email address used for placing the order. Click 'Start Return'.
4. Complete the prompted steps to select the items for return and reason.
5. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step.
6. Items are in their original condition and original shoe box or packaging (please note: packaging must not be damaged or marked).
7. Pack your return in another carton or satchel to protect the original packaging.
8. Take your package to your closest post office for return.
READ FULL ARTICLEPlease allow time for your return to reach our fulfillment centre. This time may vary depending on your location.
If approved, refunds are carried out within 48 hours of receiving the return and you will be notified via email. Depending on your bank, your refund may take 2-3 working days to process.
-
In-store faulty assessment
If you're in one of our stores, please ask to speak to a Manager. We have empowered both our Store & Assistant Managers to use their own discretion about your purchase.
If you the customer, deem a purchase to be a manufacturing fault, the manager can offer one of the below- 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.
Check out our Returns Policy here.READ FULL ARTICLE
If your complaint does not relate to a purchase, please contact our Customer Experience team below.