PayPal Free Returns
If you paid with PayPal, you can get a refund on your return shipping costs if you need to send something back - up to $45 per return and 8 returns each year.
How to get your money back on return shipping
- Login to your PayPal account and activate "Refunded Returns".
- Submit a request with your proof of purchase within 30 days of return and 150 days of purchase.
- Once approved, your refund will appear in your PayPal account, typically within 5 business days.
What's not included?
- Any items that haven't been paid for in full with your PayPal account.
- Any products excluded from our Returns Policy.
Activate Refunded Returns now.
Can I place an order over the phone?
Yes, you can!
Give us a call on 1300 131 766 and select 1. Our Merrel Specialists will be able to assist you in making a purchase over the phone.READ FULL ARTICLE
Can I make my credit note an online gift voucher instead?
Yes, we can absolutely facilitate that for you. Just double-check that the credit note has not expired and still has funds left on it.
To swap over your credit note for a gift voucher, please contact our Customer Experience team below and provide them with your credit note number.READ FULL ARTICLE
Can I get an extension on my credit note?
If you need an extension, we're here to help! Simply contact our Customer Experience team below with your credit note number and we'll take it from there.
What payment methods can I use?
We accept a number of payment methods such as Mastercard, VISA, American Express, Paypal and Afterpay.READ FULL ARTICLE
What are the gift card terms & conditions?
Merrell Gift Cards can be purchased in-store and are redeemable at any Merrell retail store in Australia or online at www.merrellaustralia.com.au
Gift Cards are valid for 3 years from the issue date, or until no amount remains on the Gift Card. Any balance that remains on the Gift Card after expiry will not be available for use.
Gift Cards cannot be exchanged (wholly or partly) for cash, reloaded, topped up or used to purchase other gift cards.
The value shown on a Gift Card includes GST.
Gift Cards are partially redeemable and any unused balance can be used for future purchases up to the expiry date.
Gift Cards should be treated like cash. Lost or stolen gift cards will not be replaced or refunded.READ FULL ARTICLE
What is Afterpay and how does it work?
Due to the evolving crisis of COVID-19, Afterpay has made some changes to their payment schedules. All customers will now pay the first payment upfront until further notice. For more information, please click here.
Afterpay is a simple instalment plan, allowing you to pay for your order in four equal instalments, due every fortnight!
Afterpay is available to all people who:
- Live in Australia;
- Are at least 18 years old
- Can enter into a legally binding contract
- Have a valid and verifiable email address, mobile number; and
- Use an Australian credit or debit card to make a purchase. You are not required to fill out a credit application form.
Simply choose Afterpay as your payment method at checkout. First-time customers will have to provide payment details. Any returning customers can simply log in to make their purchase.
At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise, Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.
If you have any further enquiries regarding Afterpay, you can check out their FAQs for more information.READ FULL ARTICLE
I forgot my gift card pin?
Don’t remember your gift card PIN? No worries! Simply reach out to the Customer Experience team below and we’ll help you track it down.READ FULL ARTICLE
I’ve lost my gift card, what can I do?
Please treat your gift card carefully as we are not obligated to reissue a new gift card except under certain circumstances where we may choose to.
Any concerns? Please reach out to the Customer Experience team below.READ FULL ARTICLE
I don’t know what my gift card balance is?
Don’t know what your gift card balance is? Not a problem! Just follow the below steps to locate your balance.
First, add the item(s) you wish to purchase to your cart.READ FULL ARTICLE
Next, click the “Cart” icon on the top right corner and scroll down to select “View Cart”.
At the bottom of the shopping cart, you’ll see a section where it says “Gift Cards”.
Pop in your gift card number followed by your pin (can be found on the back of your card).
Click “View Balance”. Your remaining balance will be displayed on the screen!
Click “Add Gift Card” to apply it to your order!
Please note: Any vouchers issued before 05/11/2018 do not require a pin. All other Gift Cards or Vouchers will require a pin.
My gift card has just expired. Can I extend it?
All of our gift cards have an expiry date on the back of the card/voucher. Please carefully check the date as we are not obligated to extend the balance after the expiry date, except under certain circumstances where we may choose to.
If you would like to discuss, please get in contact with the Customer Experience team below.READ FULL ARTICLE
Why isn’t my payment going through?
We’re sorry to hear that you’re having difficulties on our website.
First, we recommend clearing your cookies or switching to another browser.
If the problem still exists, then we recommend trying a different payment method.
Still having issues? Get in touch with the Customer Experience team below and we’ll help you out.READ FULL ARTICLE
International Credit Cards
Unfortunately, we are currently unable to accept overseas cards as payment. However, we do offer PayPal and Afterpay for customers wishing to purchase their items from our Australian site to be delivered to an Australian address.READ FULL ARTICLE
I can't checkout?
If you are experiencing any difficulty placing an order online, we recommend trying to place the order on a different internet browser or device, as this will often get past any occurrences of pages not loading or payments not finalising.READ FULL ARTICLE
What is an oversell?
While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfill them all.
If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfill your entire order or part of your order.
Our Terms & Conditions do also cover our oversell policy under section 7. Pricing & Availability - Merrell reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.
When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account.READ FULL ARTICLE