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SHOP ACCESSORIES

Returns

We want you to be completely satisfied with your recent Jo Mercer purchase. So, if something isn't quite right, we have provided some flexible options for both our Australian and international customer so you find your perfect fit.

Before lodging a return, please make sure your return complies with our returns policy.

AUSTRALIAN CUSTOMERS

All customers are eligible for returns made within 30 days of purchase.

NZ & INTERNATIONAL CUSTOMERS

All customers are eligible for returns made within 45 days of purchase.

Return Information

- All items except final sale eligible for store credit.

- Products must be returned in a saleable condition, i.e. clean, unworn in its original box and undamaged sole. Any products that do not comply with these conditions will not be accepted. We ask that customers kindly try our shoes on carpet or clean floors to retain the condition of the product.

- If customers purchase pre-order items, the return period is subject to the date processed at the warehouse.

AUSTRALIA.

- All customers that purchased via our Australian website are eligible to return their items within 30 days of purchase.

NZ & INTERNATIONAL.

- All customers that purchased items sent outside of Australia are eligible to return their items within 45 days of purchase.

- International returns postage is the responsibility of the customer.

- We offer a refund on all full priced styles. This includes full Price styles purchased with a promotional discount, such as 20% off Storewide.

- Refunds must be processed onto the original payment method.

- Postage costs will not be refunded.

- Note that refunds or returns are not eligible for tights/stockings or shoe care.

- We do not offer refunds on sale items.

- Please note, discounts cannot be retrospectively applied to items returned for exchange or store credit.

- We do not offer refunds for change of mind on sale items.

- All items marked with FINAL SALE cannot be returned for refund or size exchange.

- It is important to note that sale items will only be returned for a refund if the product is deemed faulty. If you believe your item is faulty, please contact customer service at hello@jomercer.com.au.

- When returning an item purchased in a promotion based on multiple items (50% off second pair), the item that you do keep will revert to full price.

- Items purchased during a promotional sale where a discount has been applied to a full price item at checkout (manually or automatically), can only be returned for a refund, online store credit (valid for 12 months) or exchange. The total amount credited will be minus original shipping charges.

- Shipping costs of returning an item is the responsibility of the customer.

- When returning an item purchased in a promotion based on multiple items (50% off second pair), the item that you do keep will revert to full price.

% OFF SECCOND ITEM T&Cs.

Promotion available on FULL PRICE and MARKDOWN
styles, excluding JM styles/samples.


The discount is applied automatically at check-out.


Not available in conjunction with any other promotion.


When returning one item, the item you do keep will revert to full price. This will be reflected in your refund.


When exchanging a product purchased with the 50/70% off second pair promotion the discount


will be honoured for a change of size or colour. If a customer wishes to purchase another
style, the customer will be required to pay the difference at time of exchange.
Excludes shoe care & gift cards.

If you have a faulty item, please contact hello@jomercer.com.au or call 1300 855 045.
In accordance with relevant legislation, we will provide refunds on manufacturing faults.
We reserve the right to repair or replace after qualified item assessment.

- We offer exchanges on all styles except final sale items.

- When exchanging a sale product for a lower priced item, the remaining spend will not be refunded.

- Unfortunately exchange requests completed via our returns portal are not always possible due to processing times.

We offer online returns and exchanges to be completed at any of our stores.

Prior to visiting a store, please note we require 3 forms of identification to initiate an in-store return. This is non-negotiable and must be compiled in order to successful complete your return.

This includes: 

  • A valid ID (drivers license, passport)
  • Proof of purchase (on your mobile device, or printed)
  • Credit Card (name on card must match name on order and ID)

To complete an in- store return, please follow the steps:

1. Ensure your return meets the conditions of our policy. 

2. Visit any Jo Mercer store with your Jo Mercer confirmation email and our friendly store team will assist.

FIND YOUR NEAREST STORE

STILL HAVE A QUESTION ABOUT RETURNS?

Email us at hello@jomercer.com.au or call 1300 855 045
Customer Care is available from Monday - Friday, 9am - 5pm AEST

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