To our valued customers, we sincerely apologise if the shipment of your orders are delayed due to the tragic on going bushfire activity in Australia.
We have been advised that Australia Post operations have been impacted in a number of locations, therefore there may be a delay in reaching some areas.
We appreciate your understanding in this matter and express our concerns to those affected.
From the Jo Mercer team.
Once your online order is dispatched you will receive an email to your nominated email address with your delivery details, tracking number and a link that will allow you to track the status of your delivery. Should this be missing, please check your junk/spam folder in your email.
All prices on our website are in Australian dollars.
Please note, all international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.
All New Zealand online orders are dispatched with Australia Post Express Couriers with a flat rate $18 delivery fee.
To place an order outside of Australia and New Zealand please contact us at firstname.lastname@example.org
|India/Indonesia/ Korea/Malaysia/ Singapore/Taiwan/ Thailand/Vietnam
|Fiji/New Caledonia/ Papue New Guinea/ Philippines
If you are not completely satisfied with your purchase, please see below for our returns and exchanges policy.
Once you have placed an order we are unable to amend it. However, if you wish to cancel your order, please contact us before 9am AEST the following business day at email@example.com.
After this time, we are unable to cancel your order.
For any Jo Mercer product purchased outside of a Jo Mercer store (for example, purchases from The Iconic), the exchange or refund must be processed at the original place of purchase.
Please also note that in-store Lay-bys cannot be refunded or exchanged.
For peace of mind, if your order is placed between the 28th of November 2018 and the 24th of December 2018 you automatically have access to our extended Christmas return policy and can return/exchange your item(s) up until the 6th of January 2019. This is subject to our standard refund and exchange conditions, found below.
We offer exchanges on all merchandise, subject to the conditions below:
Should your exchange item be of greater value, our customer service team will be in contact to arrange payment for the difference.
Should you wish to exchange a Sale/Markdown item for a lower priced item, please note that we do not refund the remaining spend and do not offer credit notes.
We offer refunds on all Full Priced merchandise, subject to the conditions below:
Postage costs will not be refunded.
If you purchase two items during the 50% off 2nd Pair Promotion and choose to return one item, the item you do keep will revert to full price, and this will be reflected in your refund.
Once your refund has been processed you will receive a confirmation email from eWAY or Paypal. Whilst our Customer Service team endeavours to process refunds within 24 hours of receiving your parcel, please allow 5 - 7 business days for your bank to clear the funds.
In accordance with relevant legislation, we will provide refunds on manufacturing faults. We do reserve the right to repair or replace after our qualified assessment of the item/s.
1. At your nearest store.
Visit any Jo Mercer store with your Jo Mercer tax invoice (attached to your order confirmation email) and our friendly store team will assist.
2. Via post to Jo Mercer Head Office.
Please download our Exchange and Refunds slip here, complete the form and ensure this accompanies your parcel.
92a Toorak Road
South Yarra VIC 3141
Customers are responsible for all return postage costs.
Ensure your return parcel is securely packaged and both sender's address and Jo Mercer’s return address are clearly displayed on the outside of the parcel. We recommend sending your return parcel back by registered post as Jo Mercer will not be liable for any return parcels lost in transit.