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Returns

We want you to be completely satisfied with your recent Jo Mercer purchase. So, if something isn't quite right, we have provided some flexible options for both our Australian and international customer so you find your perfect fit.

Before lodging a return, please make sure your return complies with our returns policy.

All customers are eligible for returns made within 45 days of purchase.

Return Information

- All items except final sale eligible for store credit.

- Products must be returned in a saleable condition, i.e. clean, unworn in its original box and undamaged sole. Any products that do not comply with these conditions will not be accepted. We ask that customers kindly try our shoes on carpet or clean floors to retain the condition of the product.

- If customers purchase pre-order items, the return period is subject to the date processed at the warehouse.

- All customers that purchased items sent outside of Australia are eligible to return their items within 45 days of purchase and postage is the responsibility of the customer.

A return label will not be provided by Jo Mercer. Returns do not incur an additional handling fee.

Please ship your return to the below address using a traceable carrier service of your own choice at your own expense.

Jo Mercer
53 Myrtle Street,

South Yarra, 3141

Victoria, Australia
hello@jomercer.com.au | 1300 855 045

Please note, it is important that you choose a registered, traceable postage service with a reputable postage provider. Jo Mercer is unable to provide a refund or credit for any packages that do not arrive safely to our warehouse.

Please allow up to 10 business days from the date of delivery back to our warehouse for your your return to be processed.

If you request an exchange, please note that exchange requests are not always guaranteed and are subject to stock availability.

- We offer a refund on all full priced styles. This includes full Price styles purchased with a promotional discount, such as 20% off Storewide.

- Refunds must be processed onto the original payment method.

- Postage costs will not be refunded.

- Note that refunds or returns are not eligible for tights/stockings or shoe care.

- Please note, discounts cannot be retrospectively applied to items returned for exchange or store credit.

- We do not offer refunds for change of mind on sale items.

- All items marked with FINAL SALE cannot be returned for refund or size exchange.

- It is important to note that sale items will only be returned for a refund if the product is deemed faulty. If you believe your item is faulty, please contact customer service at hello@jomercer.com.au.

- Items purchased during a promotional sale where a discount has been applied to a full price item at checkout (manually or automatically), can only be returned for a refund, online store credit (valid for 12 months) or exchange. The total amount credited will be minus original shipping charges.

- Shipping costs of returning an item is the responsibility of the customer.

- When returning an item purchased in a promotion based on multiple items (50% off second pair), the item that you do keep will revert to full price.

If you have a faulty item, please contact hello@jomercer.com.au.

In accordance with relevant legislation, we will provide refunds on manufacturing faults.
We reserve the right to repair or replace after qualified item assessment.

- We offer exchanges on all styles except final sale items.

- When exchanging a sale product for a lower priced item, the remaining spend will not be refunded.

- Unfortunately exchange requests completed via our returns portal are not always possible due to processing times.

STILL HAVE A QUESTION ABOUT RETURNS?

Email us at hello@jomercer.com.au

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