ONLINE ORDERS
● Can I change or cancel my order once it has been placed?
Unfortunately, due to the nature of our live web system and our commitment to dispatching orders seven days a week, we are not able to accommodate any cancellation or amendment requests. While we will make every effort to assist where possible, we cannot guarantee any changes can be made to your order after it has been processed. However, customers may have the option to change their delivery address via the DHL app once tracking has been assigned.
● I haven’t received all the items I ordered.
We may fulfill 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 tracking numbers for each parcel.
In the event of split parcels, please be assured you will not incur any additional shipping charges.
● I haven’t received my order confirmation email.
Your order confirmation 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 inbox.
If you cannot locate your invoice, please contact our
Customer Service team.
● I have an issue with my shoes, what do I do?
● I received an incorrect item.
We’re sorry that you received an incorrect item. Please contact our
Customer Service team and we will assist you.
Couldn’t find the answer you’re looking for? Try these pages:
DELIVERY
● What is my tracking number?
Once your order has been dispatched you will receive an email from Australia Post. This will include your delivery details,
tracking number and link. Should this be missing please check you junk/spam folder.
● When can I expect my order?
All online orders are dispatched within 1-4 business days.
Please refer to our
Delivery Page for delivery methods and timeframes. You can also check the status of your delivery by
tracking your order.
● Do you ship internationally?
Yes, we ship internationally. Please refer to our
Delivery Page for cost, timeframes and regions we deliver to.
Couldn’t find the answer you’re looking for? Try these pages:
RETURNS
● I’d like to return, what’s next?
All returns can be made in store or via our returns portal, subject to our Returns Policy.
See full policy
here.
● 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 (e.g. The Iconic, eBay,
Catch, OzSale), the item must be processed at the original place of purchase.
● Why haven’t I received my refund?
Once your refund has been processed you will receive a confirmation email. Please allow 5-7 business days for your bank
to clear the funds.
Couldn’t find the answer you’re looking for? Try these pages:
STORE LOCATOR
FAQS
hello@jomercer.com.au