Returns Policy

We take pride in our ioMerino clothing and reputation for quality and ethical production. So we want you to be 100% happy with your purchase. We feel confident you’ll love your ioMerino but if you’re not satisfied for any reason please contact our very friendly and helpful customer service team

Now for the ‘official’ stuff…

Please read through ioMerino Terms and Conditions before shopping with us so you don’t miss out on any important information.

PLEASE NOTE: TERMS AND CONDITIONS VARY ON SALE ITEMS. PLEASE REFER TO SALE CONDITIONS BELOW.

 

Changed your mind?

Try it, wear it and don’t love it? If for some reason you are not 100% satisfied with your gear, we’ll happily offer an exchange, refund or store credit on any non-sale garments.
The items must be returned within 60 days of purchase, with clear indication of your order number or proof of purchase.
Exchanges are subject to product availability.

 

Returning something to us?

If you would like to return your purchase please email our friendly team here, stating your name, order number and reason for return, for a return authorisation. We will get back to you with instruction on returning the product. 

For your convenience we have an international and an Australian return address.

Return shipping must be prepaid and traceable to ensure safe and documented delivery. We’re not responsible for any missing or lost items.

All returns for change of size or change of mind are at the expense of the customer and must be returned via post only.

We cannot process your return until we receive your goods via post. 

Alternatively, if you bought the wrong size and are in a hurry we recommend you jump online, purchase a new item and simply post the original garment back to us within 60 days. Once your return has arrived safely at our headquarters we will refund your purchase.

Sale items are final and cannot be refunded so please choose carefully. All orders ship from Australia. For orders outside of Australia, please know any customs/import/handling fees in your country are your responsibility.

 

Refunds

Original proof of purchase is required for any refund, exchange or store credit.
We will only arrange a refund for the value of the product and not shipping costs or any other additional charges such as VAT, importing or handling fees.
Refunds will only be issued to the Credit Card or PayPal account used to purchase the original item.
We endeavour to process the refund within 7 business days.

 

Faulty or damaged goods?

We happily offer an exchange, refund or store credit for any stock you receive that is faulty or damaged. We have high quality standards in our manufacturing process but accept responsibility for any original defect in the product, whether it’s fabric, stitching or labelling.
We offer a one year warranty on products purchased solely from our online store, www.iomerino.com. If a manufacturing fault occurs under normal use (no including general wear and tear) please email our friendly team here
Any faults or defects that occur after one year are considered general wear and tear which is not covered by the guarantee.
If you purchased an ioMerino product outside of our website iomerino.com, we’re unable to process a refund/ exchange or credit note. If your item is damaged/ faulty please contact the place of purchase directly.

 

We love sale time at ioMerino, but please keep in mind our returns policy will differ during a sale

Sale items are final and cannot be refunded so please choose carefully. All orders ship from Australia. For orders outside of Australia, please know any customs/import/handling fees in your country are your responsibility.

Discount codes cannot be used in conjunction with any other offer, unless specified otherwise.
In the unlikely event that your sale item is damaged or faulty we’ll endeavour to replace this depending on stock availability. If we don’t have a replacement item in stock we’ll issue a refund.

 

Shipping Information

All orders are shipped from our warehouse in South Australia using express couriers with leading delivery companies (DHL, Star Track, Toll Ipec and Express Post).
Your signature may be requested upon delivery.
Australian orders are expected to be delivered within 1-4 business days, if placed before midday Monday – Friday.
International orders are expected to be delivered within 2-6 business days. This can be subject to custom delays and events beyond our control.
Any delivery date or time specified by ioMerino is an estimate only and we’re not liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery.
Due to customs requirements, we can’t deliver to PO boxes outside of Australia and require either a business or personal street address.


Additional Shipping Charges

Any items sent outside of Australia may be subjected to taxes such as customs duties, VAT, custom processing fees and related administration fees within your country.
ioMerino is not liable for payment of these charges. It’s the purchaser’s responsibility to understand any possible additional charges before purchase.
We’ve considered additional charges when pricing our clothing for international sale, so even with importing fees your purchase should still represent excellent value for money.
Customs authorities require that we state the value of your order directly on your package.
For more information on possible additional shipping charges, please contact your local customs or postal authorities prior to your purchase for clarification on any importation costs.


For further questions or enquiries please contact one of our customer service team at www.customerservice@io-merino.com.