How do I book a return?
Please view our Online Return Policy before submitting a return.
Top tip: We recommend trying your new shoes on inside to ensure they meet our return requirements on the off chance you need to return them.
Online Return Instructions
- Ensure your return meets our Returns Policy requirements
- Log in to My Account to book your return. Or head to our Returns Portal if you checked out as a guest. Enter your order number & its associated email address
Note: If your order was split into two parts, then you would have received two order numbers ( ending with _1 & _2). They must be returned separately in the portal as they're recognised as unique order numbers
- Select the item(s) you would like to return by checking the relevant boxes. Confirm the return reason for each item
- Ensure your details are correct before clicking ‘next'
- Pay for your return postage via credit card
- Click 'pay now' and your prepaid return postage label will be emailed to you
- Print off your label and attach it to the package (Do not attach this label directly to the shoebox. The shoebox must be protected in a satchel or packaging).
- Don’t have a printer? No worries. Click here to find your closest Post Office that offers printing services
- Drop off your parcel at your nearest Post Office.
Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.
If your order was split and you need to return more than one item, please get in contact with our Merrell Experts. We'll advise the next steps.
Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
Shoes must be returned in their original, undamaged shoebox.
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.
Cost of Returns
Returns shipping is a flat rate of $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.
Please allow time for your return to reach our warehouse. This time may vary depending on your location.
Click here for more information on how to track the status of your return.
If approved, refunds are 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.
I've received a faulty item
We're incredibly sorry to hear about this! If you've received the incorrect item, please follow the below steps:
- Contact our Merrell Experts below
- Provide a brief description of the fault and upload three photos (tops, soles and the fault)
- Hit submit. Our Merrell Experts will review your claim
- 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.READ FULL ARTICLE
I'm having trouble with the Returns Portal?
Need help returning your item(s)?
There may be a few reasons as to why it's not working.
- Have you double-checked our Returns Policy? Some item(s) may be excluded
- Has your purchase exceeded the 30 day returns period? Our Returns Portal is only able to accept returns within the returns period.
- 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.READ FULL ARTICLE
Do I need to pay for return postage?
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.READ FULL ARTICLE
Can I return a PayPal order in-store?
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.READ FULL ARTICLE
Did you know? PayPal refunds return shipping fees! You can check out this link for more information.
Can I exchange my items?
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.
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.
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.
How can I track my return?
Once you have paid for your return, you will receive an email with further instructions.
Lodge your return at your nearest Post Office and refer to your tracking number displayed at the bottom of the email.
Clicking on that link will also direct you to the Couriers website where you can track the status of your return:
READ FULL ARTICLE
Please note: It can take anywhere between 24-48 hours for the tracking to show on the Courier's website.
Click here for more information on our Return timeframes.
How will I receive my refund?
You will be refunded according to your original payment method within 2-5 business days* of your return being processed:
Debit or credit card
Your refund will reflect in your account within 2-5 business days of your return being processed.
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. You'll be able to transfer the funds from PayPal into your account.
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. Please see our article on Afterpay refunds for more information.
Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.READ FULL ARTICLE
How do I package my return?
It’s important to take care when packaging your return to ensure that the shoebox is undamaged. To meet the conditions in our Returns Policy, returns cannot be sent with the shoebox taped up, written on or exposed.
We suggest turning the original packaging or a reusable shopping bag inside out to package your return in and protect it during transit.
Alternatively, you can purchase a satchel from the post office to return your order in.READ FULL ARTICLE
Can I return my item to your warehouse in-person?
Unfortunately, customers cannot attend our warehouse or office to return items due to OH&S restrictions.
If you attempt to return your item in person, your item will not be accepted for return.
Please follow our approved return procedures to ensure your return is processed correctly.
If you wish to avoid return postage fees, you are welcome to return your item in-store if you paid via Afterpay or credit card. Paypal orders must be returned online.READ FULL ARTICLE
Can I return an item if I didn't buy it from a Merrell store?
We want you to be completely satisfied with our products and we're sorry to hear about your experience with our items.
Important to note: If your item was purchased from a stockist and not directly from us (in-store or online), you will need to return to the retailer and have it assessed by them. Unfortunately, our Merrell Experts are unable to facilitate exchanges or refunds from our end for other retailer purchases as we don't have access to the original transaction.
Once the place of purchase has assessed your item(s) they will be able to advise the next steps for you.READ FULL ARTICLE
Can I return Merrell gear I 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. We do not accept incorrect sizing exchanges or change-of-mind returns for overseas purchases.READ FULL ARTICLE