FAQ

Can I change or cancel my order after I place the order?

Once you have placed your order, we are unable to amend or cancel it.

Can I change my delivery address after I place the order?

Unfortunately we are unable to change any details on an order once placed. You can visit the below link from Australia Post to find out what options are available to you. Delivery Options.

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 split into multiple parcels. You will receive separate emails from Australia Post with separate tracking numbers for each parcel.

In the event of a split parcels please be assured that you will not incur any additional shipping charges.

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.

If you are unable to locate your invoice please contact us at hello@jomercer.com.au or call us on 1300 855 045 and we will assist you.

I received an incorrect item.

We are sorry you’ve received an incorrect item, please contact us at hello@jomercer.com.au or call us on 1300 855 045 and we will assist you.

What is my tracking number?

Once your online order is dispatched you will receive an email from Australia Post to your nominated email address. This will include 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.

When can I expect my order?

All online orders dispatched within 1 – 4 business days.

Please refer to our Delivery Page for details on delivery methods and timeframes.

You can also check the status of your delivery by tracking your order.

All deliveries are made by registered courier and will require signature. Should no one be present to accept the delivery, a card will be left detailing the next steps of collection.

I have an issue with my shoes? What should I do?

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.

Please also read through our Product Care Page.

I purchased off the Iconic can I still return my purchase to your stores?

For any Jo Mercer product purchased outside of our Australian stores or on www.jomercer.com.au (For example purchases from The Iconic, eBay, Catch and Cremm), the return must be processed at the original place of purchase.

I'd like to return, what next?

All returns can be made in store or via post subject to our Returns Policy.

Please see our full Returns Policy here.

I live in Metropolitan Melbourne how do I return my shoes?

All Victorian returns can be returned via post to our Melbourne location at 

92a Toorak Road

South Yarra VIC 3141

Australia

Or you are still welcome to return your items to our Geelong store. *We are extending our returns period for Victorians to 45 days, effective for all orders placed from the 22nd of June 2020.

Do you have Express Shipping?

Unfortunately our express shipping option is currently unavailable due to the current circumstances we, Australia, are facing.

 

Australia Standard Delivery $9.95 (FREE over $99.95) Australia Express $15  New Zealand Standard Delivery $18 (FREE over $200) Rest of the World Standard Delivery $45 (FREE over $500)

 

Please refer to our Delivery Page for further details on delivery methods and timeframes.

I can't log in to my account, what do I do?

We recommend resetting your Password.
If you are still unable to log in, please contact us at hello@jomercer.com.au or call us on 1300 855 045 and we will assist you.

I'm having trouble checking out on the website.

We are sorry you are experiencing issues with our website.

We recommend trying these easy tips to assist you with checking out easily:

  1. Change your browser
  2. Change your device
  3. Check out as a guest

If you are still unable to check-out, please contact us at hello@jomercer.com.au or call us on 1300 855 045.

Please also send through any screenshots of any error messages you receive.

Do you have International Delivery available online?

Yes! We have International Delivery available!

Please refer to our Delivery Page for further details on delivery methods, timeframes and the countries/regions we deliver to..

 

New Zealand Standard Delivery $18 (FREE over $200) Rest of the world Standard Delivery $45 (FREE over $500)

 

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Size Chart
AUS/US
EU
5
5.5
36
6
6.5
37
7
7.5
38
8
8.5
39
9
9.5
40
10
10.5
41
11
42
x