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FAQs

Frequently Asked Questions

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

Please contact us on (08) 9302 2659 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 3-6 business days after your order has been placed. Due to the unprecedented volume of orders that Australia Post is processing, please allow extra time to receive your order. Unfortunately, this means your parcel delivery may be delayed, but rest assured we are doing everything we can to minimize delays. We understand timely delivery of your orders is crucial, and we are processing all orders as quickly as possible in our distribution centre to ensure you receive your order as quickly as possible.

Express Delivery:
For Express Delivery, the carrier will aim to deliver within 2-4 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 don’t operate on public holidays or weekends. We will endeavour to dispatch your order as soon as possible.
Once your order is placed, it normally takes 1-2 business days for your order to 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 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, but unfortunately, things can happen outside of our and our delivery partners' control, which can cause delays.
Please reach out to our customer service team at support@merinoandco.com.au or call (08) 9302 2659, 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 (08) 9302 2659.

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

We sincerely apologize 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 ordered, please contact us right away via info@merinoandco.com.au or (08) 9302 2659, 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 (08) 9302 2659.

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

The best and fastest way to contact us is via phone on (08) 9302 2659. 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 Support@merinoandco.com.au or (08) 9302 2659, and our customer service team will be 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 whether they are eligible for a refund. This process can take 3-6 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 WA office in line with the terms and conditions of our returns and exchange policy. Please note that if an item is returned in-store, the refund will be made via our online payment gateway separately and not provided in-store via EFTPOS or cash refund.


Payment

1. Which payment methods do you accept online?

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

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

You can apply your voucher code on the cart page or at 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 to send and receive money online. One advantage of using PayPal is that it offers faster, safer, and easier checkouts and protects customers from revealing their credit card information to merchants. For more information, please visit the PayPal website.

4. What is AfterPay?

AfterPay is a payment method that allows you to pay in equal 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 are 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?

At the bottom of every newsletter, 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.