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Help and FAQ's

Need some advice? Check out some of our most commonly asked questions below as your questions will most likely be answered. However, if you need to contact us for something more complex, feel free to contact our friendly team here.

Please be patient with us over the holiday periods as we’ll most likely be out having some awesome adventures of our own!

Note: 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. For more info, click here.

Order issues

If you’re trying to purchase sale items, your discount code will not work as we don’t allow further discounts during a sale, unless stated otherwise. Discount codes cannot be used in conjunction with any other codes, discounts or offers. Exclusions apply including special event merchandise. 

If you’re having troubles checking out in your shopping cart, read through the following troubleshooting tips:

An item might disappear from your shopping bag for one of the following reasons: the item is out of stock, the item is no longer available or the item is a promotional product which is no longer available.

If your cart is clearing every time you try to place an order, we’d suggest trying on another web browser and another device (i.e. your smartphone, a laptop, a different computer etc). It might also be worth clearing your cookies and cache.

If you’re unable to log in to your ioMerino account, you can check out as a guest. 

If all else fails, get in contact with our Customer Service team and let them know the issues you’re having and we’ll do our best to help you. 

We have recent updated our website and to be compliant with new privacy requirements all ioMerino.com online account, made before September 2018 will need to be updated with a new password. Simply create a new account next time you checkout or by clicking here

Regrettably, it is very difficult for us to change your order once it has been placed - including sizing, colours, adding or remove products or discount codes and/or changing shipping address . We aim to ship all orders as fast as possible so our warehouse is processing them within a couple of hours of receiving them. If a change is necessary, let us know and we’ll do our best to help.

All discount codes must be used at the checkout at the time of the sale and cannot be applied once the sale is finalised.

Returns and Exchanges

We love sale time here at ioMerino, but please keep in mind sale items are final and cannot be refunded, so please choose carefully.

For all other stock, we offer a 60 day Absolute Love Guarantee, so if you’re not happy with your purchase for whatever reason, you can send it back to us within 60 days for an exchange or refund.

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

For more info on our Returns Policy, click here.

Here at ioMerino, we’re dedicated to making gear that’s warm, comfortable AND great quality, so while faulty garments are rare, we’re the first to admit they can happen. We hold a one year warranty on our products with anything after that being considering wear and tear.

If you believe you’ve received a faulty garment, send us a couple of pictures of the defect (smartphone quality is fine) and we’ll evaluate the fault with our Production Team. Once we’ve deemed it’s a manufacturing fault and not wear and tear, we’ll do our best to replace the garment for you. In circumstances where the garment is no longer available, we’ll offer you a refund or store credit.

The fact Merino is a natural fibre is, on one hand, the exact reason it’s so sought after. But on the other hand, it’s naturally not as durable as manmade synthetics, so it’s not hugely uncommon to notice small holes in your Merino from time to time.

Depending on how big the hole is of course, it shouldn’t actually affect the warmth or performance of the garment. In fact, we put together an article that highlights why this is the exact feature that makes it more than, not less than. We’d suggest having a read through it here prior to contacting us about holes.

Product and Stock

We don’t usually hold any additional stock other than what’s on the website, so if your size isn’t available online then it is most likely sold out. Generally, if it’s a sale item, we won’t be restocking at this stage, but if it’s a full priced item then let our team know and while we can’t guarantee anything, we’ll do our best to get your size back in stock.

ioMerino Size Guide

Click here to learn more about our different fits and how to choose the size that's right for you.

We strive to make all our products true to size. The sizing chart below is not garment specific, but hopefully, it will give you some guidance when choosing your size. In instances where you’re perhaps in between two sizes try choosing the smaller size.

For further assistance with sizing, contact us here.

If for some reason you are not 100% satisfied with the size you chose, we’ll happily offer an exchange, refund or store credit on any non-sale garments. For more about our refunds and exchange policy, click here. 

 

Men's size chart

 

 

S

M

L

XL

XXL

Waist

Inch

28-30

32-34

36-38

40-42

44-46+

 

cm

71-76 

81-86

91-96

101-108

111-116+

Chest

Inch

34-36

38-40

42-44

46-48

50+

 

cm

86-91

96-101

106-111

116-121

127+

Women's size chart

 

XS

S

M

L

XL

Australian

6-8

8-10

10-12

12-14

14-16

US

2-4

4-6

6-8

8-10

10-12

European

34-36

36-38

38- 40

40-42

42-44

 

 

 

BUST

WAIST

HIPS 

XS

inches

29.5–32.5

23.5–26

33–35.5

cm

75-82.5

60-66

83.5-90

S

inches

32.5–35.5

26–29

35.5–38.5

cm

82.5-90

66-73.5

90-97.5

M

inches

35.5–38

29–31.5

38.5–41

cm

90-96.5

73.5-80

97.5-104

L

inches

38–41

31.5–34.5

41–44

cm

96.5-104

80-87.5

104 -111.5

XL

inches

41–44.5

34.5–38.5

44–47

cm

104-113

87.5-94.5

111.5-119.5

XXL

inches

44.5–48.5

38.5–42.5

47–50

cm

113-123

97.5-108

119-127

As far as production goes, it’s a slightly involved answer, but we’re extremely passionate about doing the right thing by the environment and the people (and creatures!) who help us make our clothes each step of the way, from ‘sheep to shelf’. Our wool is sourced here in Australia, it’s washed and combed in Thailand, knitted into fabric in Australia, then cut and sewn to our Australian design specifications in Fiji where we use a fully unionized and ethical manufacturing company.

For the past couple of years, we’ve been involved with the Fashion Revolution’s ‘Who Made My Clothes’ initiative which encourages people to be curious and ask clothing brands: who made my clothes? You can check out our version here, which goes into a little more detail about our supply chain. From time to time we also make some of our accessories in places like Sri Lanka, but always only with places that continue to meet the same sort of ethical standards.

ioMerino may be naturally stink-resistant, but you’re still going to want to wash it every now and then, so click here for a few tips on how keep it in tip top condition. Learn more about wash, drying, storing and potential Merino wool pilling.

ioMerino is predominantly sold online at ioMerino.com with the exception of a selected group of boutique, independent retail outlets who love adventure and the outdoors as much as we do. View our Store Locator to check out our current locations.

If you’d like to see ioMerino in a store near you, feel free to get in contact with us and let us know the name of your local store and we’ll do our best to get some gear in there soon.

Delivery

We ship domestically and internationally from our warehouse here in South Australia using DHL, Toll, Star Track and Fast Way.

All orders are processed in Australian Dollars. While the content of your cart is displayed in your nominated currency, you will check out in AUD with the most up to date exchange rate.

Australia - Flat delivery rate is $10, or free for all order over $100.

USA and Asia- Flat delivery rate is $15 AUD, or free for all order over $200 AUD.

Canada/ Europe/ UK - Flat delivery rate is $25 AUD, or free for all order over $250 AUD.

(Please note, if you’re in Europe, the UK or Canada, customs/importing/handling fees will most likely apply, so please look into such fees prior to ordering with us as ioMerino is not liable for such charges.)

Due to customs requirements, we cannot deliver to PO boxes outside of Australia and require either a business or personal street address.

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, although this may be longer over the Christmas and New Year period due to the public holidays.

Delivery 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. For more information on our Shipping Policy, click here.

Christmas deliveries: As Christmas approaches, the holiday season will be in full swing and what this means is the chaos of Christmas mail.  We would like to advise that all orders intended for Christmas and New Year should be placed before Wednesday 13th December.

While customs/importing/handling fees are entirely out of our control and we’ve done our best to give you the heads up that they may apply in certain countries, we’ll endeavour to do what we can to help you in this situation, so please contact us if necessary. However, ioMerino is not liable for any additional fees. We use a third party shipping company who are obliged to declare your order value in AUD on your package as a customs requirement.

Contact

ioMerino is predominantly sold online at ioMerino.com with the exception of a selected group of boutique, independent retail outlets who love adventure and the outdoors as much as we do. View our Store Locator to check out our current locations.

If you’d like to see ioMerino in a store near you, feel free to get in contact with usand let us know the name of your local store and we’ll do our best to get some gear in there soon.

ioMerino HQ, located in South Australia is our head office only. We do not hold any stock and cannot make sales from our office. All orders are processed in an offsite warehouse.

If you’d like to see ioMerino in the flesh, check out some of the stores we’re stocked at here.

Further assistance, please email our friendly team .

For further assistance, feel free to contact us below.

Email our friendly team here.

or

PH: Australia: +61 8 8209 4198 | United States: 866 459 2775. We will  be out of office between December 22nd – January 3rd so if it is urgent please email our friendly team here, or leave a message and we’ll get back to you as soon as possible.

Please note our Head Office is located in Adelaide, South Australia, so are in the Australian Central Daylight Time Zone (ACDT).

Please be patient with us over holiday period as we’ll most likely be out having some awesome adventures of our own!

Scroll all the way down to the bottom of your ioMerino newsletter and look for the link to ‘unsubscribe’.

Click the link to unsubscribe to no longer receive any future information and updates from ioMerino.

You will be redirected to a confirmation screen which will show that you have been unsuccessfully unsubscribed.

Read more about becoming an ioMerino ambassador here.

Or share your adventure stories with us for the chance to win a $50 ioMerino Voucher.  Find out about our ‘Share Your Adventure’ program here. 

For anything else please contact our team directly.

JOIN THE CLUB

Fabric Guide

While Merino is an amazing natural fibre, not all Merino fabrics are created equal. At ioMerino, we make our own fabrics, using only the best quality fibres, and to very specific specifications that make the most of the natural benefits of Merino. All of them are 'Merino rich’. No cheap blends passed off as Merino. No cheaper scratchy fibres or synthetic substitutes to save money. No unethical production. And each fabric is made for a specific purpose. So if you see something with a small amount of elastase or nylon added, you can be sure it absolutely needs to be there to enhance the natural stretch and durability. 

It took every bit of our 140 years of experience in the wool industry to perfect our fabrics, but we think you’ll agree the end result was more than worth the effort.

Ethically Made. Ethically Sourced. Perfectly Natural. 

 

Altitude / Zodiac

Lightweight 170gsm 96% Australian Merino Wool with 4% elastane for extra stretch and comfort. A MicroMerino® Fabric. 

 

Ultra / Universal

Lightweight 160gsm 83% Australian Merino Wool blended with 12% nylon blended for extra durability and 5% Elastane for stretch and comfort.

 

Chaser

Midweight 265gsm 96% Australian Merino Wool with 4% elastane for extra stretch and comfort. A MicroMerino® Fabric. 

 

Summerino - Keystone 

Ultra Lightweight 150gsm 100% Australian Merino Wool. A MicroMerino® Fabric. 

 

Merino Compression

Midweight 280gsm 76% Australian Merino Wool, 15% Elastane and 9% Nylon for extra stretch and compression properties.

 

Vital

Ultra lightweight ribbed 155gsm 100% Australian Merino Wool. A MicroMerino®  Fabric. 

 

Summit

Outer Weight 280gsm Fleece 100% Australian Merino Wool. MicroMerino®  Fabric. 

 

Pinnacle

Midweight 260gsm 100% Australian Merino Wool. A MicroMerino®  Fabric. 

 

Elemental 

Midweight 260gsm waffle texture 100% Australian Merino Wool. A MicroMerino®  Fabric. 

 

Stride / Glacier / Velocity

Midweight 255gsm French Terry 100% Australian Merino Wool. A MicroMerino®  Fabric. 

 

Natural Merino Wool benefits: