• You have 30 days from the original purchase date to lodge your return or exchange online. Alternatively you may return or exchange your items at your nearest store. 
• All returned items must be in original condition, unused, unworn, and with the original packaging. This includes shoe boxes, bag fillers and protective materials.
• First-time customers receive free returns. All exchanges are free.
• For refunds, the return label cost will be deducted from the final amount.
• Refunds will be processed to the original payment method. Please allow up to 5-7 business days for your refund to be processed.
• Refunds and exchanges are processed via the Loop Portal.
• If the requested exchange item becomes out of stock at the time of processing, our Customer Care team will contact you to arrange an alternative option.
• Full-priced items purchased online are eligible to be returned for a refund, credit note or exchange. 
• Full-priced items purchased at a discounted price during a promotional event are eligible for a refund, exchange or credit note. 
• Items purchased with Jo Mercer loyalty discounts (welcome code, abandoned cart, and rewards discounts) are eligible for a refund, credit note or exchange.
•  If you return an item purchased as part of a multi-item promotion (e.g. 50% or 70% off the second pair), the promotional offer will be forfeited and the item you keep will revert to full price. Exchanges are permitted for size or colour only, subject to availability. Exchanges for a different style will forfeit the promotional discount, and any price difference must be paid. Promotional discounts cannot be reapplied to items returned for exchange or credit note.
• Sale items are eligible for an exchange or credit note only.
• Item/s marked as "FINAL SALE" cannot be returned for an exchange or refund unless deemed faulty. If final sale items are returned despite this policy, items will be sent back to you at an additional charge.
• We cannot accept returns on shoe care or hosiery.

When you’re ready to proceed, visit our RETURNS PORTAL HERE to lodge your return or exchange.

• You have 30 days from the original purchase date to lodge your return or exchange. 
• All returned items must be in original condition, unused, unworn, and with the original packaging. This includes shoe boxes, bag fillers and protective materials.
• First-time customers receive free returns. All exchanges are free.
• For refunds, the return label cost will be deducted from the final amount.
• Refunds will be processed to the original payment method. Please allow up to 5-7 business days for your refund to be processed.
• Refunds and exchanges are processed via the Loop Portal.
• If the requested exchange item becomes out of stock at the time of processing, our Customer Care team will contact you to arrange an alternative option.
• Full-priced items purchased online are eligible to be returned for a refund, credit note or exchange. 
• Full-priced items purchased at a discounted price during a promotional event are eligible for a refund, exchange or credit note. 
• Items purchased with Jo Mercer loyalty discounts (welcome code, abandoned cart, and rewards discounts) are eligible for a refund, credit note or exchange.
•  If you return an item purchased as part of a multi-item promotion (e.g. 50% or 70% off the second pair), the promotional offer will be forfeited and the item you keep will revert to full price. Exchanges are permitted for size or colour only, subject to availability. Exchanges for a different style will forfeit the promotional discount, and any price difference must be paid. Promotional discounts cannot be reapplied to items returned for exchange or credit note.
• Sale items are eligible for an exchange or credit note only.
• Item/s marked as "FINAL SALE" cannot be returned for an exchange or refund unless deemed faulty. If final sale items are returned despite this policy, items will be sent back to you at an additional charge.
• We cannot accept returns on shoe care or hosiery.

When you’re ready to proceed, visit our RETURNS PORTAL HERE to lodge your return or exchange.

• You have 30 days from the original purchase date to lodge your return or exchange. 
• All returned items must be in original condition, unused, unworn, and with the original packaging. This includes shoe boxes, bag fillers and protective materials.
• For all returns, the return label cost will be deducted from the final amount.
• Refunds will be processed to the original payment method. Please allow up to 5-7 business days for your refund to be processed.
• Refunds and exchanges are processed via the Loop Portal.
• If the requested exchange item becomes out of stock at the time of processing, our Customer Care team will contact you to arrange an alternative option.
• Full-priced items purchased online are eligible to be returned for a refund, credit note or exchange. 
• Full-priced items purchased at a discounted price during a promotional event are eligible for a refund, exchange or credit note. 
• Items purchased with Jo Mercer loyalty discounts (welcome code, abandoned cart, and rewards discounts) are eligible for a refund, credit note or exchange.
•  If you return an item purchased as part of a multi-item promotion (e.g. 50% or 70% off the second pair), the promotional offer will be forfeited and the item you keep will revert to full price. Exchanges are permitted for size or colour only, subject to availability. Exchanges for a different style will forfeit the promotional discount, and any price difference must be paid. Promotional discounts cannot be reapplied to items returned for exchange or credit note.
• Sale items are eligible for an exchange or credit note only.
• Item/s marked as "FINAL SALE" cannot be returned for an exchange or refund unless deemed faulty. If final sale items are returned despite this policy, items will be sent back to you at an additional charge.
• We cannot accept returns on shoe care or hosiery.

Please contact our Customer Care team or visit your nearest store if you believe your item is faulty. You can lodge your faulty return HERE. Please ensure you submit a photo.

If your item is deemed faulty or damaged, we will offer a replacement, repair, or refund in line with Australian Consumer Law. A product may be considered faulty if it meets the following conditions:

• There is a manufacturing defect.
• It is not fit for purpose.

Signs of wear and tear that are not considered a manufacturing fault:

• Worn or marked finishes (leather, hair on leather, patent leather)
• Scuffed soles
• Stretched straps and leather
• Torn straps
• Scuffed heels

We reserve the right to repair for minor issues, as per ACCC guidelines. We will accept returns on faulty items within a reasonable time frame after assessment in-store or by one of our Customer Care team members.