Frequently Asked Questions

1300 131 766
Monday - Friday 9 a.m. to 5 p.m.
QUESTIONS?
Please see our FAQ below
Shipping, Warranties, Returns & Exchanges
Do Merrell shoes come with a warranty?

At Merrell, we stand behind our products; Merrell shoes each come with a 12 month warranty and sandals with a 6 month warranty against any faults with materials or workmanship.  Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully regarding Merrell warranties:

Faulty Goods:

Merrell will accept product returns for 12 months from purchase on shoes and 6 months on sandals, and provide you with an exchange or refund where:

• The product is faulty or is not of acceptable quality, or
• The product is not fit for its intended purpose, or
• The product does not match the sample or our description; and
• You can present your receipt or other adequate proof of purchase

Merrell does not accept returns for problems as a result of regular wear and tear, or for problems caused by improper use.

Do you offer express delivery?

Yes, we offer express delivery via Australia Post (within Australia only).  Note that next day delivery is dependent on the suburb you live in.  To check that your suburb qualifies for next day delivery please visit the Australia Post website and refer to the "Express Post - National Network" section, https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/ 

If your suburb falls outside the normal network, delivery is not guaranteed in 1-2 working days.

PO Box delivery is not available for express shipping.

Do you ship internationally?

This site ships to Australia only. Use the drop-down menu at the top of your screen (click on the flag) to select your country and find out your local shopping options.

How do I return my order?

Each order is entitled to one free return; any subsequent returns to be covered by the customer. Merrell will re-charge your original method of payment if extra payment is required, if you require a partial or full refund, Merrell will refund your original method of payment. Merrell does not take responsibility for a return parcel until it is delivered, it is suggested that you register your parcel from $2.60. Registering your parcel can be used as a form of tracking your parcel delivery to Merrell. Return period is 30 days from the date of dispatch of your order.

1. Call our friendly customer service team on: 1300 131 766 with your order number ready.

2. The customer service team will provide you with a return reference number.

3. Pack up your unworn shoes or items into their original shoe box or packaging.

4. Place the original shoe box or packaging into another carton or satchel.

5. Place this completed return form inside the parcel.

6. Clearly label the parcel with your return reference number and the following address (within 30 days for your free return):

Reply Paid 85813
*RETURN REFERENCE NUMBER
Merrell
5 Helles Ave
Moorebank, NSW 2170


7. Drop the parcel off at your nearest post office for collection.

8. Once received by Merrell your return or exchange will be processed within 3 working days.

General Product Questions
Do you offer Afterpay & how does it work?

Yes! Merrell Australia online now offers a new, simple and flexible payment option for our shoppers - Afterpay. Buy what you want today, pay for it over 4 equal fortnightly instalments, interest-free! Use your debit or credit card, get approved instantly. For more information click here.

How do I clean my footwear?

We generally recommend the following guidelines for cleaning footwear:

• Cleaning: On a regular basis, brush away any surface dirt with a soft brush. After extended, rugged use, wash with mild soap and warm water. Be sure to rinse all soap off as it is hydrophilic. (Do not soak the shoes, or get any leather parts wet for too long.)

• Drying: Open the shoes fully, remove the insoles and laces and let them dry at room temperature. (Never expose them to heat!)

• Conditioning: Recommended treatment depends on the construction and material of the footwear. Many treatments do slightly alter the colour and appearance of the shoes.

How do I know which size I should be wearing?

All sizes listed on the Merrell Australia website are in US sizes.

Please click here for our Sizing Guide.

My new shoes are squeaking. How can I fix this?

New shoes can sometimes squeak as the material rubs together, or they might contain a small air pocket which has formed during manufacturing. Click here for a quick guide on how to stop the squeak. 

What are the best shoes for walking-hiking?

Since different shoes are more suited to different people, we recommend visiting a store and speaking to a footwear specialist, or contacting customer service to ensure you get the right shoes for you:

 

What waterproof shoes do you have in the range?

Click on these links to view our range of waterproof shoes for Men and Women.

Which size should I wear if the shoe isn't available in a half-size?

We normally recommend sizing up to the next whole size for our sandals. However, every person does fit differently into our products.  If you need to return them for a different size, we do offer free exchanges*.

*with proof of purchase and within the specified warranty period.


M-Rewards Loyalty Program
Can I use my voucher at any time, on any product?

Merrell loyalty vouchers are valid for 3 months from the issue date. The expiry date is specified on each voucher.

Vouchers can only be redeemed on transactions of $50 or more. The $50 need to be spent in the one transaction.

Can I use several vouchers in one transactions?

No, only one (1) voucher can be used per transaction. 

How can I change my contact details?

In store by providing your new contact details to our staff to update in the point of sale system, OR Online by logging into your account https://www.merrellaustralia.com.au/customer/account/login/

How can I sign up to the Merrell loyalty program?

In store by providing your contact details, OR Online by creating an account: https://www.merrellaustralia.com.au/customer/account/create/

Once you have created an account, all your future transactions (in store and online) will count towards your next loyalty voucher.

I am sure I have spent over $300, but I have not received a voucher yet.

This could be because we do not hold an email address for you or the email address we have is invalid.

This is not a problem; the staff in store will be able to find your voucher by looking up your account.

We recommend that you contact one of our stores or the customer service line (1300 131 766) to confirm you do have a voucher in our system.

I have lost my loyalty voucher and I wanted to use it online.

Please contact the customer service line (1300 131 766) and ask for your voucher number. They will give it to you over the phone.

Is my loyalty voucher transferable?

Yes. You can pass your voucher to friends or family for them to use in a Merrell store or online.

What if I no longer want to receive newsletters from Merrell?

You have 2 ways to opt-out of all email marketing communications:

1. Click the ‘unsubscribe’ link at the bottom of a Merrell newsletter that was sent to you, OR

2. Log into your account online and change your newsletter preferences https://www.merrellaustralia.com.au/customer/account/login/

What is the difference between a M-Rewards loyalty voucher and a store gift voucher?

M-Rewards loyalty vouchers are sent by email and are redeemable in store and online. However a store gift voucher is distributed and redeemable only in store. If you are not sure which one you have, please check the voucher, if it has an M-Rewards logo on it, it is definitely a loyalty voucher!

What rewards do I get for shopping at Merrell?

- Receive a $30 voucher when you reach a total of $300 spend (in one or several transactions). Then, for every subsequent $300 spent, you will be sent another $30 voucher.

- Exclusive invitations to VIP sale events.

- Notification of new product arrivals.

- Access to competitions.

When will I receive my loyalty voucher?

Vouchers are emailed to customers once a week. It means that it may take up to 1 week before you receive your loyalty voucher.

Where & how can I redeem my Merrell loyalty voucher?

In store: either print the voucher you have received by email OR just show the email on your phone to the staff. Alternatively, store staff can find your voucher in the point of sale system.

Online: enter your loyalty voucher number later in the checkout prior to payment.