Returns & Exchanges
Easy free exchange. No restocking fee on returns.
The Merino Wool Knitwear online store is happy to offer customers a return or an exchange for items purchased online. The item(s) must be unworn, unwashed, unused, in original condition with all labels / tags attached and returned within 14 days of receiving your product. Please note: we only accept items purchased online. Proof of online purchase/order number must be filled out on the returns form.
Important: Returns will not be accepted without a completed Returns Form. Please DO NOT provide any other documents aside from the returns form.
Returns are only accepted via post and not in person.
Returning via Post
The Merino Wool Knitwear online store is not liable for the loss of item being returned using this service. Please refer to the Australia Post website for Terms and Conditions. We recommend retaining your parcel lodgement receipt as this contains your tracking number.
Refunds are only available on full priced items and will be processed using the original tender type that the original purchase was made with. Please do not provide credit card details on the returns form. Once you have been refunded, please allow up to 48 business hours for the funds to clear in your account. Shipping costs are not refunded.
Sale items: Sale items,_promotional items, online credits and gift cards are non-refundable. You will automatically be issued with an online credit.
Faulty items: Should you receive a faulty or damaged item, please contact our customer service team on firstname.lastname@example.org and they will instruct you on how to return the item.
If you require an exchange, please note that exchanges are subject to online availability. If your item is not available at the time of processing you will receive a refund or online credit, dependent on whether the returned item was full price or sale.
Value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the online listed price at the time your exchange is processed. We cannot apply discounts from past sales/promotions.
Shipping and extra charges
You must tick the boxes on the returns form to allow us to charge shipping and exchange fees to your credit card, or instruct us to send a PayPal money request. Your exchange will only be submitted once the extra charges have been paid. PayPal money requests will be cancelled after 3 days of pending, if not accepted, and an online credit will be created.
The Merino Wool Knitwear online store will not credit customs and duties paid on your order; this must be pursued by customers within their own jurisdiction. International buyers are responsible for return shipping costs.
As the Merino Wool Knitwear online store is not liable for the loss of the item being returned, we recommend sending your parcel with a traceable service.