Can I change or cancel my order after I place the order?
Once you have placed your order we are unable to amend it.
However, if you wish to cancel your order, please contact us before 9 am AEST the following business day at hello@jomercer.com.au. After this time, we are unable to cancel your order.
I didn’t receive my invoice?
Your invoice will be sent via email to your nominated email address within 24 hours of ordering.
Should this be missing, please check your junk/spam folder in your email, or contact us at hello@jomercer.com.au
I haven’t received all the items I’ve ordered?
We may fulfil your order from multiple locations. In this instance, your purchase will be delivered in multiple parcels.
This does not incur any additional delivery charges.
After 7 business days please contact us at hello@jomercer.com.au or call us on 1300 855 045
with your order details such as order number or email address.
I have received an incorrect item.
Please email our Customer Service Team and advise the incorrect item/s you have received.
We can organise for you to collect the correct items from your nearest store or alternatively,
we can email you an Australia Post returns label which you can use to post the goods back to us at our expense.
Please advise in your email which option you would prefer.
What payment methods does Jo Mercer accept?
We accept American Express, MasterCard, PayPal, UnionPay, ZipPay and VISA. All payments are processed through eWAY.
DELIVERY
When can I expect my order?
Online orders are processed and dispatched within 1 - 5 business days.
Please refer to your tracking email for specific date of delivery.
What is my tracking number?
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.
What happens if I am not home when my order is delivered?
Should no one be present to accept your delivery, a card will be left detailing the next steps of collection.
I need my order on a certain day, can I choose express shipping?
Unfortunately, we do not offer express shipping on our online orders.
RETURNS
How can I return my items?
Returns and exchanges can be made in any Jo Mercer store or online subject to our Returns & Exchanges Policy.
Please see full Returns & Exchanges Policy here.
What is Jo Mercer’s online returns policy?
If you are not completely satisfied with your purchase;
Full Price items, and Full Price items bought with a promotional discount, such as 25% off Storewide, may be refunded or exchanged within 21 days.
Sale / Markdown items may be exchanged within 21 days.
What is Jo Mercer’s in-store return policy?
If you are not completely satisfied with your purchase;
Full Price items, and Full Price items bought with a promotional discount, such as 25% off Storewide, may be refunded or exchanged within 14 days.
Sale / Markdown items may be exchanged within 14 days.
I have an issue with my shoe, what can I do?
If convenient, please take your items to any Jo Mercer store and our qualified staff will be able to assist you.
Please accompany your items with your Jo Mercer Tax Invoice.
If you are unable to visit a Jo Mercer store please contact us at hello@jomercer.com.au or
call us on 1300 855 045 with your order details such as order number or email address.
