Returns & Exchanges
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I ordered the wrong size - can I exchange?
We're sorry to hear your new shoes aren't quite right!
Unfortunately, we are unable to facilitate exchanges online. If your shoes meet our Returns Policy, we recommend returning your shoes online and repurchasing the correct size.
If you would like assistance determining which size you should purchase, our Merrell Experts are available to help. Give them a call on 1300 131 766 and press 1.
Alternatively, you can head into a store to exchange your shoes there. Be sure to have your proof of purchase or confirmation email with you. See our Store Locator for your nearest store
Please note that if you purchased via PayPal you can only exchange in store for the exact style and product. PayPal purchases cannot be returned in-store.
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I want to return or exchange my item but I didn't purchase 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.
If your item was purchased from a third-party retailer and not directly from us (in-store or online), you will need to return to the retailer and have it assessed by them. Unfortunately, we are unable to facilitate exchanges or refunds from our end for other retailer purchases.
Once the place of purchase has assessed your item(s) they will be able to advise the next steps!
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Can I return or exchange my items?
We want you to be 100% happy with your items, so if you change your mind we'll happily accept a return within 60 days of purchase. Double-check that your items meet our Returns Policy.
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
3 main requirements:
- returned within 60 days of purchase (with proof of purchase available if requested)
- unworn, unwashed and undamaged with original tags attached and
- in the original packaging and condition. Items cannot be sent back with their packaging exposed, taped up or otherwise damaged.
Please follow the instructions here on how to organise your return.
I purchased my item more than 60 days ago - can I still return or exchange?
Unfortunately, Merrell can only accept change of mind returns and exchanges within 60 days of purchasing. If your item falls outside of this time frame we will not be able to facilitate a change of mind return or exchange.
I purchased an item from a Merrell store - how do I return or exchange?
If you made a purchase in a store, you must return your item to a store location. We are unable to accept in-store returns to our online warehouse.
We will be happy to provide you with an exchange, store credit or refund provided that the items are in their original condition, with tags attached, in their original packaging and proof of purchase.
I purchased from the online store - can I return in-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.
The items need to be in original condition, unworn with the shoebox and a copy of the order confirmation.
I want to exchange or return an item, however, I purchased it from somewhere else?
We want you to be completely satisfied with our products and we're sorry to hear that your purchase doesn't meet your needs.
If your item was purchased from a third-party retailer and not directly from us (in-store or online), you will need to return to the retailer and have it assessed by them. Unfortunately, we are unable to facilitate exchanges or refunds from our end for purchases made with other retailers.
Once the place of purchase has assessed your item(s) they will be able to advise the next steps!
Can I return a Merrell shoe 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.
Having difficulties? Get in touch with the Customer Experience team below and we’ll be able to assist you.
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How do I book a return?
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.
Cost of returns
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.
Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
1. Ensure you meet our simple conditions for successful returns. You can check out our Returns Policy.
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 shoebox 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 to pay for return shipping.
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What's next?Please allow time for your return to reach our warehouse. This time may vary depending on your location.
If approved, refunds are processed by our returns warehouse within 2-5 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.
HOW DO I RETURN WHEN I PURCHASED WITH PAYPAL?
If you made a purchase via PayPal, please note that we cannot accept returns to any of our stores.
You are welcome to post your back to our online store and we will refund your order in accordance with your original payment method.
PayPal will be in touch once they have finalised your refund and you will need then need to transfer the funds into your bank account if you wish.
For instructions on how to return your item, please see our Returns Policy.
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.
You can also get your money back on your return shipping fee. Click here for more information.
HOW DO I RETURN WHEN I PURCHASED WITH AFTERPAY?
If you paid for your order via AfterPay, you are welcome to head to your nearest store and return the item in person OR you can post your item back to our online store. Take a look at our Returns Policy to find out more information.
When your refund is processed, AfterPay will send you an email and make the necessary adjustments to your payment schedule.
For example, if you've made two repayments you will be refunded for those two payments and all further payments will be cancelled.
Unfortunately, we are unable to facilitate exchanges, but you are welcome to repurchase on a new barcode. If you have any further enquiries regarding Afterpay, head to their website for more information.
Got questions? Reach out to our Customer Experience team below and they'll help you out
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I’ve returned my item(s). When will I receive my refund?
Once you have dropped your parcel off at the Post Office, please allow some time for your item to reach our warehouse. Please hold onto your Australia Post return tracking number so you can track your order and see when it reaches us.
When your return arrives, it will be processed by our returns warehouse within 2-5business days*. Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.*
Any questions? Please get in touch with our Customer Experience team below.
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