Please read our Return Policy for Australian customers before proceeding to lodge a return.
All online orders can be returned in store or via post subject to our Returns Policy.
In-store purchases can only be returned or exchanged in-store.
All Australian online returns are processed through our Returns Portal, which is easy and convenient to use. You will need your email and order number to complete the process.
We offer returns for change of mind on full-price and sale items under the following conditions:
AUSTRALIA
Full-Price Items
- Eligible for a refund, exchange, or credit note within 30 days from purchase.
- Items must be unworn, in original condition, and with packaging and original shoe box.
- A receipt or other valid proof of purchase is required for all returns.
Sale Items
- Eligible for an exchange or credit note only, unless deemed faulty, within 30 days from purchase.
- Items must be unworn, in original condition, and with packaging and the original shoe box.
- A receipt or other valid proof of purchase is required for all returns.
Promotion applied Item
- When returning an item purchased in a promotion based on multiple items (e.g. 50% off second pair), the item you keep will revert to full price.
- The items purchased on promotion will be eligible to exchange for size/colour. Style changes will forfeit the promotional % offer, and the price difference will need to be paid upon exchange. Promotional discounts cannot be retrospectively applied to items returned for exchange or store credit.
- Items must be unworn, in original condition, and with packaging and original shoe box.
- A receipt or other valid proof of purchase is required for all returns.
Non-Returnable Items
For hygiene reasons, we cannot accept returns on shoe care or hosiery unless the item is deemed faulty.
Refund Process
Refunds will be processed to the original payment method. Please allow up to 5-7 business days for your refund to be processed once the item has been received and assessed by our Customer Care team.
Exchange Process
When lodging a return through Loop Portal, please note that the exchange request is not always guaranteed. If the requested item becomes ‘out of stock’ at the time of processing, our Customer Care team will be in contact via the email used to initiate the exchange and organise alternative arrangements.
Jo Mercer covers the initial return shipping cost for change-of-mind returns. Any additional exchanges must still be within 30 days of the original purchase date and return shipping will be the customer’s responsibility.
Please note that a return label cost will be deducted from your refund or credit note. For exchanges, you will need to pay for the shipping label via the portal.
Please lodge your return here https://www.jomercer.com.au/pages/new-return