Frequently Asked Questions
Product and Product Care
I’m not sure what size shoe I should purchase?
How do I clean my shoes?
In general, we recommend the following for cleaning your footwear:
Cleaning: Regularly use a soft cloth or brush to wipe away dirt and debris. After extended, rugged use, wash with mild soap and warm water. Be sure to rinse off all soap residue to avoid attracting more dirt.
We advise against washing your shoes in the washing machine (unless your shoes state they are machine washable), as this can potentially cause damage which can void the warranty.
Drying: Open footwear fully, remove the insole and laces and dry at room temperature. Do not expose footwear to direct heat sources (e.g a fireplace, heater or direct sunlight) as doing so can compromise adhesives and materials used in your footwear's construction.
Protect and condition: Use a protective spray designed for your shoe material to repel stains and liquids. Make sure to find a treatment that matches with the materials and construction of your footwear.
Storing: Find a cool, dry place to store your shoes, away from direct sunlight. Avoid stacking your footwear to prevent any damage.
My footwear squeaks, what should I do?
Squeaking footwear is generally a sign of moisture trapped between the insole and base of the shoe or friction/rubbing of the insole. This can often be resolved by removing the insole and dusting talcum powder inside the shoe and over the insole. If the insole can't be removed, you can still try adding talcum powder in the shoes, as the powder can still move around and absorb moisture.
What are the signs my footwear are no longer suitable for use?
Modern hiking and running shoes are most often reaching the end of the recommended lifespan at around 500 km to 700 km.
Most people wait until their shoes are in a very bad state before replacing them. By that time a lot of the materials have broken down and your shoes are unable to provide the support required.
Signs your shoes need replacing:
· The sole tread pattern is worn down to a smooth surface. Some footwear are designed with a different colour under the tread to show when the sole is completely worn.
· Midsoles can lose cushioning and support over time due to repeated compression from activities like walking or running. The foam material may flatten, reducing its impact-absorbing ability.
· The heel is worn down more on one side, sometimes to the point that the shoe is leaning to one side.
· There are creases on the sides and/or bottom of the midsole from breakdown of the support and cushioning.
· The upper materials are broken down around the ankle.
· Extensive crease marks along the bend of your foot causing a breakdown of materials.
· Where shoelaces have been pulled too tight causing eyelets to tear from the shoe.
How to change a size on an order I have placed?
If you need to make changes to your order, please contact our friendly staff at 0800 637 735 as soon as possible or, if out of hours, email us on email@example.com. If your order hasn't been dispatched yet, we'll be happy to assist you in changing the size to your preference. Don't hesitate to reach out to us – we're here to help!
Once an order is placed can I add to it?
Unfortunately, our system doesn't allow adding items to an already placed order. Please create a new order for any additional items you'd like to purchase.
Can I call and have Customer Service place an order on my behalf?
Absolutely, please feel free to call 0800 637 735 and our Customer Service team can place the order on your behalf.
Can I have an item dispatched from a store?
Yes, our stores are equipped to take orders over the phone as long as they have stock in their store. Alternatively, you can call 0800 637 735 and our Customer Service team can check all of our stores and arrange delivery for you.
How to check stock availability for a store?
Please call our Customer Service team on 0800 637 735 and we will be able to look into this for you.
When your order leaves our warehouse we pass on your parcel management to our freight manager Zend.
You can contact Zend directly for any shipping enquiries on: 0800 771 747 or firstname.lastname@example.org.
How long will my order take to be delivered?
We aim to dispatch all orders within 3 business days. The estimated delivery time, including processing, is 7-10 working days (rural deliveries may take a bit longer). Thank you for your patience as we strive to ensure a prompt and efficient delivery of your order.
Where can I find my tracking information?
You should have received an email with your tracking information directly from our freight distribution company, Zend (it can sometimes land up in your spam/junk folder). If for some reason you have not received notification of your tracking, please feel free to contact our Customer Service team on 0800 637 735 and we will locate this for you.
My tracking states my order has been delivered but I haven’t received it?
If you experience any issues or have questions about the status of your delivery, please feel free to contact our freight manager Zend on: 0800 771 747 or email@example.com.
Can you deliver to a PO Box address?
Our courier service does not allow orders to be sent to PO Box addresses. We can only accept physical addresses.
Returns, Exchanges & Warranties
How do I return a web order for an exchange or refund?
If your order doesn't fit or meet your expectations, you can return it hassle-free for a size exchange or a refund. Just make sure the item is in new condition with all the original packaging intact, and don't forget to complete the Returns Form. To learn more about our returns policy, click here.
When do I have to send my return back for an exchange or refund?
All items must be returned within 30 days of the purchase with a completed Returns Form. If this may be an issue for you, please contact our customer service team.
How is the refund processed?
The refund process begins when the item is returned to our Head Office in accordance with the Returns Policy. Once approved Our Customer Service will process the refund and have the amount credited back to the Credit Card used to place the original order. This process may take between 7-10 working days to complete. Freight expenses are not refundable and couriered items back to Merrell are at the customer’s expense.
If the purchase was made using Afterpay/Layby the returns process is still the same, however Afterpay/Layby will deposit the refund.
Can I exchange my order for an item of different value?
Unfortunately, our system does not support exchanging items of different values. To proceed, we kindly ask you to return the item for a refund and place a new order for the desired item. Our Customer Service team is available to assist you with the return process and any further inquiries.
Can I return a web order to a Merrell store for and exchange or refund?
Yes you are welcome to return an item to one of our Merrell stores. If the store stocks the item you would like to exchange for you are welcome to proceed with an exchange in store. If the store does not have the style/size, the store will contact Head Office and if available Head Office will arrange the exchange to be sent to you.
You are welcome to return a web order to store and request a refund, however the stores are unable to process the refund. The store will contact Merrell Head Office the refund will be processed through our Head Office which can take 7-10 working days.
If I purchase Merrell products from a non-Merrell store and have a warranty issue, what should I do?
You must contact the store you originally made the purchase from. Each retailer has their own warranty process they are required to follow. We recommend you contact the store as soon as you notice a possible fault.
I purchased Merrell overseas and need to return them, what should I do?
We recommend you contact Merrell from the country you originally purchased your items from via phone or email– they will recommend how they would like you to proceed.
I think a product I purchased has an issue that is covered by warranty
If your original purchase was from a physical store or retailer it is best to return to your purchase location for any warranty issues. If you have purchased online or need any further assistance please contact our custimer support team at firstname.lastname@example.org. To help us action your warranty as quickly as possible please include:
Photos:Clear images of the upper and soles, as well as the issue(s)/damage/fault.
Proof of purchase: Sales Docket/Receipt or Bank statement entry is suitable (must include purchase date, purchase amount and purchase location)
Purchase location: If unclear on docket or bank statement
Deal of the Day Terms and Conditions
The Deal of the Day promotion offered by Merrell NZ will be available from approximately 12pm (midday) to 12pm (midday) the next day, and on weekends, at our discretion. Please note that prices may be displayed for up to one hour before or after this specified time frame. The Deal of the Day promotion is exclusive to the designated period and applies solely to the featured product.
After the designated Deal of the Day period ends, the price of the product will revert to its original price. Please be aware that the Deal of the Day promotion has limited stock and sizes available, so availability cannot be guaranteed. No refunds will be issued for Deal of the Day purchases and exchanges will be processed based on stock availability.
We strive to provide our customers with the best possible experience, and we appreciate your understanding and cooperation regarding these terms. If you have any questions or require further information, please feel free to contact our customer service team.
By participating in the Deal of the Day promotion, you agree to these terms and conditions.