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.

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 – 2 business days.

Orders placed before 2:00 pm AEST Monday – Friday will be dispatched the same day.

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?

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 an Australian 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.

Please also read through our Product Care Page.

I'd like to return, what next?

Returns and exchanges can be made in any Jo Mercer Australian store or online subject to our Returns Policy.

Please see our full Returns Policy here.

Do you have Express Shipping?

Yes, we do! Please select 'Express Delivery' in check-out.

 

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

 

Size Chart
AUS
EU
US
4.5
35
4.5
5
35.5
5
5.5
36
5.5
6
36.5
6
6.5
37
6.5
7
37.5
7
7.5
38
7.5
8
38.5
8
8.5
39
8.5
9
39.5
9
9.5
40
9.5
10
40.5
10
10.5
41
10.5
11
41.5
11
11.5
42
11.5