Order Issue

We're incredibly sorry to hear about this! If you've received the incorrect item, please follow the below steps:

1. Contact our Merrell Experts below
2. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received)
3. Hit submit. Our Merrell Experts will review your claim
4. If approved, you'll be sent a follow-up email with further details.

Depending on your spam filters, it is possible that your confirmation email has been forwarded to your junk folder - we would recommend double-checking your junk folder.

If you still have not received your order confirmation after 24 hours, please get in contact with our Merrell Experts and they will happily assist you.

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia.

How does it work?

If your order has been split into two parts and one item is dispatched first, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's being fulfilled from separate warehouses which means different dispatch times. Due to this, your items will be delivered separately.

Only received part of your order?

We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia.

How does it work?

If your order has been split you'll receive your first tracking order once the first half of the order has been dispatched, and you'll receive the second tracking number once the second half of the order has been dispatched. 

Your items will likely arrive at different times due to the different dispatch times.

Click here for ways to track your order.

Our courier partners will not leave the parcel unattended at your delivery address. They will drop it off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

If you have any further enquiries, please get in touch with the Merrell Experts below and we’ll be able to assist you.