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.

Orders

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.

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

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.

Gift cards are delivered by email and contain instructions to redeem them at checkout. There are no additional processing or transaction fees. ioMerino gift cards have no expiry date. Cannot be replaced or redeemed for cash. Only valid on iomerino.com
For more information click here.
To buy a gift card, click here.

Buying Guide

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
XS	cm	75-82.5	60-66	83.5-90
S	inches	32.5–35.5	26–29	35.5–38.5
S	cm	82.5-90	66-73.5	90-97.5
M	inches	35.5–38	29–31.5	38.5–41
M	cm	90-96.5	73.5-80	97.5-104
L	inches	38–41	31.5–34.5	41–44
L	cm	96.5-104	80-87.5	104 -111.5
XL	inches	41–44.5	34.5–38.5	44–47
XL	cm	104-113	87.5-94.5	111.5-119.5
XXL	inches	44.5–48.5	38.5–42.5	47–50
XXL	cm	113-123	97.5-108	119-127

Socks

S	5.5 - 6.5
M	7 - 9
L	10 - 12
XL	13+

What to wear - a quick guide

Need a quick, easy guide to working out which layer and size is best for you, where you’re going and what you’re doing? Look no further.

Unlike some companies, we don’t bombard you with 5,000 different styles to choose from, but rather keep our range simple, with different options for different things. Keep in mind, none of this is gospel – if you want to wear an Ultra top when you’re snowboarding, go your hardest. All our layers can be worn for everything. We’re just giving you guidance on what they were designed for, and what we consider them best for.

The Vital Range

These are classic ‘second skin’ under layers. You could wear them on their own, but you probably wouldn’t. Ultralight and ultra soft, they can basically be worn underneath anything – from your snow gear to your bike kit. Or even every day for an extra layer of warmth when it’s cold. Because they’re so light with a ‘second skin’ fit, they won’t add any extra bulk, just extra warmth. Click here to shop the Vital Range.

The Altitude Range

This ‘base layer’ range was originally designed for snow sports and on-mountain. The super soft fabric feels amazing next to your skin, and extra length with drop back hem, means plenty of extra tuck – which makes it great for taller people and bike riding where you’re bending over and you don’t want a cold patch at the small of your back. This range is still classified as ‘contact fit’ so won’t bunch up under other layers, and although it was designed for the snow, more and more people are hiking and running trails in these. If you’d prefer a slightly more forgiving fit the Ultra range may be more your thing. Click here to shop the Altitude Range.

The Ultra Range

Our newest range was developed with Ultra Runners in mind. Extra comfort. Extra durability. The sporty fit is still streamlined, but not ‘contact fit’ like the Vital and Altitude range. So for those of us who may want something a little less clingy, this is the one. This one’s also regular length (so no extra tuck) and a true fit – so if you’re usually a medium, you’ll be a medium in this. No need to size up. Being Merino purists, most of our range is pure Merino, but this one features our first ever Merino blend fabric with 12% Nylon to make it more hard wearing. Still Merino-rich, and still perfect for adventure racing and what in Australia, we like to call ‘bush bashing’. Click here to shop the Ultra Range.

The Keystone and Universal Ranges

This one’s easy: all the amazing properties of our MicroMerino® fabrics, but in an easy, casual fit. So if you want a little extra room to move, this one’s for you. Still true to size, so if you’re usually a medium you’ll be a medium in this, it’s just that where the Altitude is tight, and the Ultra is sporty, this one’s a regular fit. The easy fit means it will sit nicely over another layer, but it’s super soft to wear on its own as well. Works for any activity, from high-intensity stuff like running and riding, right through to camping, hiking and beyond. Particularly good for travel too – whether that’s a long flight or a road trip.

The Keystone Range we refer to as our Summerino range because the easy fit and lightweight 100% Merino fabric make it the perfect choice for warmer weather. Click here to shop the Keystone range.

The new Universal Range is the exact same cut as the Keystone but made with the same fabric as the Ultra. Casual Keystone fit. Ultra fabric. Make sense? So packed with the high performance of our Ultra range, just in a comfortable, easy cut. Perfect for travelling, exploring, hiking, running, riding… or just wearing every day. Click here to shop our new Universal Range.

Remember, we’re so confident you’ll love what you end up with, we’ll give you your money back if you don’t love it as much as we say you will. And as always, if you need any help choosing the best layer for you, feel free to contact us any time!

Washing and Drying

ioMerino may be naturally stick-resistant, but you’re still going to want to wash it every now and then, so here are a few tips on how best to keep it in tip-top condition.

Wash similar colours together
Wash products with prints inside out
Zip up any zippers
Use warm or cool machine wash only – do not hot wash.
Machine delicate to normal wash
Use regular washing powder or liquid detergent
Do not bleach
ioMerino is the most comfortable Merino on earth, so you don’t need to use fabric softener
Do not iron prints or labels
Line dry your ioMerino in the shade
Cool to warm steam iron inside out to re-shape, or use a specific wool setting.

For best results, hand wash your ioMerino Beanies. Do not hot machine wash.

Storage

Make sure your garments are clean before storing.
Store garments in a dry place, sealed tub or plastic bag.
Garments should be folded rather than hung and kept out of the sun.

Pilling

Pilling is a natural process that can occur when shorter fibres come to the surface of the fabric. To help avoid pilling, wash your new garment within three wears, turn garment inside when washing, avoid abrasive surfaces and rubbing and use a more gentle wash cycle.

What not to do

We’ve all heard about how amazing Merino is and in particular ioMerino, (let’s be honest, we tell you that all the time!), but want the inside scoop on what you should absolutely not do with your Merino? We reveal the top 7 things you should avoid at all costs. Find out here.

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.