Frequently Asked Questions
Product and Product Care
I’m not sure what size shoe I should purchase?
How do I clean my shoes?
My footwear squeaks, what should I do?
What are the signs my footwear are no longer suitable for use?
Orders
How to change a size on an order I have placed?
Once an order is placed can I add to it?
Can I call and have Customer Service place an order on my behalf?
Can I have an item dispatched from a store?
How to check stock availability for a store?
Shipping
When your order leaves our warehouse we pass on your parcel management to our freight manager Zend.
You can contact Zend directly for any shipping enquiries on: 0800 771 747 or solutions@zend.co.nz.
How long will my order take to be delivered?
Where can I find my tracking information?
My tracking states my order has been delivered but I haven’t received it?
Can you deliver to a PO Box address?
Returns, Exchanges & Warranties
How do I return a web order for an exchange or refund?
When do I have to send my return back for an exchange or refund?
How is the refund processed?
Can I exchange my order for an item of different value?
Can I return a web order to a Merrell store for and exchange or refund?
If I purchase Merrell products from a non-Merrell store and have a warranty issue, what should I do?
I purchased Merrell overseas and need to return them, what should I do?
I think a product I purchased has an issue that is covered by warranty
Deal of the Day Terms and Conditions