Returns & Exchanges

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.

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

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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.

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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.

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How do I book a return?

Please view our Online Return Policy before submitting a return.

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
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.

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.

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.

What's next?

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.

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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.

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 will be refunded and your new item processed on a new barcode.

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.

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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:

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.

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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.

PayPal

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

Afterpay

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.

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How do I return an Afterpay purchase?

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.

If you return your order in full and receive a full refund, any paid payments will be refunded back onto the card you paid on, and any upcoming payments will be cancelled.

If you return part of your order and receive a part refund, any previous payments will be adjusted and any difference refunded back onto your card. Upcoming payments will be adjusted or cancelled depending on your situation.

For a comprehensive breakdown of refunds with Afterpay, please see here.

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.

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