Frequently Asked Questions

Checkout

1. Can I check out as a guest?

Yes, you can check out as a guest on the Merino & Co website. On the bottom of the checkout page, click on the “Guest” option to checkout as a guest. 

2. Can I change the delivery address after placing my order?

We have a small window before your order is shipped out where we can attempt to update the delivery address for your order. 

Please contact us on (03) 9786 1113 and simply let us know your order number and the updated address and we will do our best to fix this up for you.

Shipment

1. When will my order arrive?

Standard Delivery:

For Standard Delivery, the carrier will aim to deliver between 3-5 business days after your order has been placed. 

Express Delivery:

For Express Delivery, the carrier will aim to deliver within 1-2 business days after your order has been placed. 

While we endeavour to deliver goods to your nominated address within the time frames indicated, we cannot guarantee delivery times particularly during busy promotional and sale periods where some order dispatches may be delayed due to the additional volume. Orders may take a little longer if you live in a rural area or Western Australia. 

2. Do you offer express shipping?

Yes, we offer express shipping. Express delivery is a $14.95 flat rate for all orders to Australia and New Zealand. 

3. How long will my order take to ship?

We always aim to post your order as quickly as possible. We ship orders Monday – Friday during office hours only and we don’t operate on public holidays or weekends. 

Once your order is placed, normally it takes 1-2 business days for your order to physically be invoiced and shipped out of our warehouse. 

4. How can I track my current order?

Once your order has been dispatched, you will receive an email from SHIPPIT with tracking details and an estimated date of delivery. You will receive another notification when the parcel is on-board for delivery.

5. Why is my order late and what can I do?

We’re so sorry to hear that your order has been delayed. We work really hard with our delivery partners and unfortunately sometimes during this process, things can happen outside of ours and our delivery partners control which can cause delays in getting your order to you. 

Please reach out to our customer service team at info@merinoandco.com.au or call (03) 9786 1113 and we can investigate for you.

Orders

1. I am missing an item from my order, what do I do?

We are sorry to hear that you are missing an item from your order and would like to make it right for you! Please check your invoice as your item may have been shipped in a separate package. You can also log-in to your account and view your Online Order History to review order details.

If you see that the item you are missing is on your invoice please contact us right away via info@merinoandco.com.au or (03) 9786 1113.

2. I received an item that does not match my order, what do I do?

We sincerely apologies for this mix-up, and will make this right for you as soon as possible.
If you have received an item that doesn’t match what you have ordered, please contact us right away via info@merinoandco.com.au or (03) 9786 1113 and we will aim to resolve this as soon as possible.

3. How can I cancel my order?

As we pack all orders soon after they are placed, please contact our Customer Service team as soon as possible via phone on (03) 9786 1113.

4. Can I change my online order after it’s been placed?

We have a small window before your order is shipped out where we can attempt to update your order. 

The best and fastest way to contact us about via phone on (03) 9786 1113. Simply let us know your order number and what you would like changed and we will do our best to fix this up for you.

 

Returns

1. How do I return my items? What is your return policy?

To return an item, contact us via info@merinoandco.com.au or (03) 9786 1113 and our customer service team will happy to assist you further with returning your item. Please see our returns policy for more information on our returns.

2. How do I exchange my items?

We will always try to accommodate any reasonable request for exchange. Please contact us by email within 30 days of receiving your order and we will do our best to assist.

3. How long does the return process take?

Depending on your method of delivery, it can take up to 10 working days for your returned goods to arrive at the Merino & Co warehouse.

Once the goods have been received, we will evaluate to see if they are eligible for a refund, this process can take 3-5 business days. Once approved, depending on your banking institution, your refund will appear in your account approximately 1-7 business days after it has been processed.

We may decline to offer a refund if the products are marked, damaged, show signs of wear or do not have their original and undamaged packaging. For more information regarding refunds, please see our Returns Policy.

4. Can I return/exchange items in-store?

Yes, you can return/exchange items to our Factory Outlet that is in line with the terms and conditions of our returns and exchange policy. Please note that if an item is returned in-store that the refund will be made via our online payment gateway separately, and not provided in-store via EFTPOS or cash refund. 

Factory Outlet Store

1. Can I put an item on hold in store?

Depending on stock availability, yes you can put an item on hold for 2 business days in our factory outlet. 

2. What are the store’s location and opening times?

Find our store at 140 Colemans Road, Carrum Downs, Victoria 3201.

We are closed on Sundays and open from 10.00am - 4.00pm Monday to Thursday, 10.00am - 4.00pm Friday and 10.00-1.00pm on Saturday.

Please see our store locator for more information.

Payment

1. Which payment methods do you accept online?

We accept Visa, Mastercard, American Express and buy now, pay later options in AfterPay and ZipPay. 

2. I have a voucher code. How do I apply it?

You can apply your voucher code at the cart page or the checkout. Simply enter the code into the 'Discount Codes' box and click 'Apply Coupon'. 

3.  What is PayPal?

PayPal is a payment method for online purchases enabling buyers and purchasers to send and receive money online. One advantage of using PayPal is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card information to the merchant. For more information, please visit the PayPal website.

 4. What is AfterPay?

AfterPay is a payment method that allows you to pay in quarterly installments every 2 weeks and receive your goods at the same time as if you had paid in full! For more information, please visit the AfterPay website.

General

1. Where can I find a size guide?

Please click here for our size guide details.

2. How do I care for my clothing?

Please click here for our full clothing care details.

3. What is merino wool?

Merino Wool is a type of material that comes from the Merino Sheep and is renowned for its exceptional properties. We have put together a list detailing why we love Australian Merino wool and by the time you're finished reading, we think you will love it just as much as we do! Please click here to read more. 

4. How can I find what materials items are made from?

The product materials for each garment sold on the Merino & Co website are listed on each product page, under the ‘Product Content’ tab. 

5. How do I unsubscribe from your mailing list?

On the bottom of every newsletter, we send there is an "Unsubscribe" link. Simply click "Unsubscribe" and it's as easy as that. We'll be sorry to see you go. You can always re-subscribe at any time so you can be the first to know about sales and subscriber-only promotions.

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