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SHIPPING & DELIVERY

Merino & Co use the shipping platform SHIPPIT for all online orders. This allows us to choose the most efficient shipping method available and provides full visibility & tracking notification via email.

COVID FAQ

Delivery Timeframes
Please note due to COVID-19 we are currently experiencing a significant increase in the volume of online orders. Due to the unprecedented volume of orders that Australia Post, 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 minimise delays. We understand timely delivery of your orders is crucial and we are processing all order as quickly as possible in our distribution centre to ensure you receive your order as quickly as possible.

Contactless Delivery
To minimise the risk of contracting or spreading COVID-19, our delivery partner Australia Post have enabled contactless delivery. This means signatures are no longer required for all parcels, whether you’re collecting from a Post Office or at home.For home delivery of parcels normally requiring a signature, if you’re at home, the delivery driver will record your name and confirm delivery on their handheld device, then leave the parcel at your door. If you’re not at home, a card will be left, with instructions on where to pick up your parcel.For Post Office collection, our staff will confirm your name and record your collection on their device, then leave the parcel on the counter for you to pick up. In all cases, whether a driver or postie delivers to the door or a customer goes in to their local Post Office to collect a parcel, an Australia Post staff member will ask and record your name and delivery on the handheld device.

Contactless Click & Collect
Contactless Click & Collect is currently available on our website. This is our way of keeping our customers and staff safe during the COVID-19 outbreak in Victoria. This option allows you to order your shopping online and collect it from our Factory Outlet without having to come into close contact with others. Steps for this are:

1. Choose "Click & Collect" as your Shipping Method on Checkout.

2. When your order is ready for collection, you will receive an email notification. Please bring a copy of your order confirmation (either digital or printed) and a valid photo ID.

3. When you arrive at the Factory Outlet, please go to the "OUTWARDS" warehouse and ring the bell. Once available, a staff member will place your order at the front door for you to pick up at a social distance of 1.5 metres.

DELIVERY DETAILS

When you spend over $100 we will ship via standard delivery service FREE!

What is the shipping/delivery cost?

For all orders over $100, standard delivery is FREE. 

For orders under $100, standard delivery is a $9.95 flate rate within Australia and New Zealand.

Express delivery is a $14.95 flat rate for all orders to Australia and New Zealand. 

When can I expect my parcel?

Standard Delivery:

For Standard Delivery, the carrier will aim to deliver between 3-5 business days after your order has been placed. This may take a little longer if you live in a rural area or Western Australia or during peak trading times.

Express Delivery:

For Express Delivery, the carrier will aim to deliver within 1-2 business days after your order has been placed. This may take a little longer if you live in a rural area or Western Australia or during peak trading times.

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. Dispatch of orders may also be delayed where payment or address information requires verification or correction prior to dispatch.

I want my order by a certain time, can this be arranged?
In most cases we can arrange delivery to meet your requested time. Please contact us to confirm.

How do I track my 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.

Do you ship internationally?

Yes. We offer international shipping to all countries outside of Australia. All international orders are shipped from Australia with DHL.

For all international orders over $200, standard delivery is FREE. 

For orders under $200, standard international delivery is a $30 flat rate.

International delivery costs do not include any taxes or duties, which may be applied by customs at the destination country, and any duties or taxes incurred are the responsibility of the delivery recipient. We can not predict what these charges may be, we recommend contacting your local customs office to find out the exact details.

We strongly suggest selecting a business address that is occupied between the hours of 9am - 5pm Monday to Friday as your nominated delivery address. Merino & Co holds no responsibility for orders placed with Authority to leave, so please ensure your delivery address is safe to do so

Do you deliver to a PO Box?
Yes, Merino & Co delivers to PO Box addresses. Just enter your PO Box number into address line 1 when filling out your order details.

Do you offer split shipping when something is in stock and something is out of stock?
Currently if you backorder an out of stock item we will contact you to let you know that your order will be delayed until all products are available to send. If you have any questions please contact us.

Can I send my order as a gift?
Yes you can. Just write in the 'Comments' section of your order that the order is a gift and how you would like us to deal with this.

Do I need to be home for my delivery?
If no one is available to sign for the parcel, an 'attempted delivery' card will be left at the address with further instructions including which post office or depot you can pick up your parcel from.

Can you include a card with my gift order?
We can include a note if you leave one in the 'Comments' section of your order but we currently do not offer special cards.

Can my shipping address and billing address be different?
Yes. Make sure to select or enter different addresses on the 'Checkout' page.

Can I leave delivery instructions?
Yes. Your instructions will be detailed to the delivery service selected.  However, we cannot guarantee the actions of the delivery service.  

What happens if my order gets lost in the post?
Please contact the appropriate post office in your area to resolve the issue. We provide tracking on all our orders.  

What if my parcel gets damaged?
A level of insurance is included in the cost of postage. Any claim should be made with your local post office.

GST & TAXES

How are taxes (GST) handled?
GST (10%) is applicable to all products purchased for delivery within Australia.