SHIPPING & RETURNS

SHIPPING

FREE SHIPPING within Australia for all online orders.

There will be delayed dispatch on orders placed between Thursday 17 April & Monday 21 April.

We aim to deliver all online orders within 2 business days however if an item needs to be sourced from a store delivery may take up to 4 business days.

If an order is placed on the weekend it will be dispatched on the next business day.

For online orders we use the courier company StarTrack. Once your order has been dispatched you will receive an email from Startrack with your consignment number and a link to the website where you can track your order.

Delivery company StarTrack will endeavour to fulfil special delivery instructions however in the event they cannot and no one is home to accept the goods, a card will be left in the mailbox detailing next steps of collection/redelivery.

To ensure you receive your parcel on time we recommend you select a delivery address where someone will be available to sign for it from 9am to 5pm.

If delivering to a business address please include the business name.

Unfortunately we do not deliver to PO Boxes or Parcel Lockers.

If no one is available to sign for the parcel at your specified delivery address, StarTrack will leave a card detailing re-delivery information.

If you have any questions regarding your delivery please email info@joannemercer.com.au or phone our Customer Service team on 1300 855 045.

ONLINE RETURNS & EXCHANGES

We understand how tricky it can be purchasing shoes online which is why we offer a no-fuss returns policy.

REFUNDS or EXCHANGES are available for FULL PRICE MERCHANDISE within 21 days of the order date.

EXCHANGES are available for SALE MERCHANDISE within 21 days of the order date. Unfortunatley we DO NOT accept REFUNDS for SALE MERCHANDISE

In order for an item to be refunded or exchanged it needs to be unworn, in its original packaging and in saleable condition.

You can REFUND/EXCHANGE an item 2 ways:

1. At your nearest store

  • Items must be in their original packaging (this includes the shoebox)
  • Items accompanied with original invoice

2. Via post to Head Office

  • Items must be in their original packaging (this includes the shoebox)
  • Items must be accompanied with completed Returns Slip noting if it is for a return or exchange
  • Items must be accompanied with original invoice
  • Deliver to:
    92a Toorak Road
    South Yarra VIC 3141

Customers are responsible for all return postage costs however if the item is for an exchange we will happily post your new item FREE of charge.

Refunds will be processed in the same tender as the original payment excluding postage.

If you purchase two items during the 50% off 2nd Pair Promotion and choose to return one item, the item you do keep will revert to full price, and this will be reflected in your refund.

Once we have received your item and your refund has been processed we will email you advising you of this.

While our Customer Service team endeavours to process refunds within 24 hours of receiving the goods please allow up to 5 business days for your bank to clear the funds.

For further information please contact our Customer Service team on 1300 855 045 or email info@joannemercer.com.au

IN STORE RETURNS & EXCHANGE POLICY

We want to be sure you are happy with your purchase. If you are not completely satisfied you can REFUND or EXCHANGE FULL PRICE MERCHANDISE within 14 days of purchase.

If you purchase two items during the 50% off 2nd Pair Promotion and choose to return one item, the item you do keep will revert to full price, and this will be reflected in your refund.

All items must be unworn, in their original packaging (this includes the shoebox), in saleable condition and accompanied with proof of purchase.

Unfortunately there is NO REFUND or EXCHANGE on SALE & LAY-BY MERCHANDISE unless faulty or damaged.