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. 

Try it, wear it and don’t love it? We offer returns, exchanges and credit notes on all FULL PRICED ITEMS within 60 days of purchasing. 

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.

SALE

Sale items are final and cannot be returned or exchanged for any reason*, so please choose carefully.

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 or exchanged, so please choose carefully. We do not accept returns for a refund on all sale items due to incorrect choice, fit or change of mind.

All prices are as marked. The offer is valid on selected styles and colours listed, while stock lasts.  

Discount codes cannot be used in conjunction with any other offer. Exclusions apply, including special event merchandise, unless specified otherwise. 

*In the unlikely event that your sale item is deemed to be faulty (as determined by ioMerino), we’ll endeavour to replace it, pending stock availability. If we don’t have a replacement item in stock we’ll issue a refund or store credit. 

Special Promotion

Orders placed during a unique/ special promotion are only eligible for exchange of size for the same style purchased.

Discount codes are not valid in conjunction with sale, other offers or promotional vouchers. For example, code 'EXAMPLE' will not apply if 'Buy X Items, Get X Free' has automatically applied to product in the cart. Please remove items related to an automatic discount offer in order to redeem a discount code and reach out to us at hello@io-merino.com if you need some help!

Special event merchandise is excluded from all offers.

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/ full priced garments. The items must be returned within 60 days of purchase, with a clear indication of your order number or proof of purchase.

Exchanges are subject to product availability.

Original proof of purchase is required for any refund, exchange or store credit. 

We cannot process your return or exchange until we have received your goods via post.

Returning something to us?

Sale items are final and cannot be returned or exchanged so please choose carefully.

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

When returning your product, please clearly state the name used on the order and order number. If you do not include this paperwork, we may be unable to identify and process your return. 

After notifying us, Australian customers have 30 days and International customers have 40 days to return their product in its original condition. ioMerino will only accept items that have not been damaged or soiled.

Return shipping must be prepaid and traceable to ensure a safe and documented delivery. ioMerino are not liable for the loss of an item being returned and we strongly recommend that you return it using registered mail.

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

All returns for change of size or change of mind are at the expense of the customer and must be returned via post only. All exchanges are shipped from our offsite warehouse and cannot be picked up at the ioMerino head office. We do not hold any stock at our head office.  

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.

Refunds

Sale items are final and cannot be refunded so please choose carefully. 

Refunds are available on any full priced items returned within 60 days of purchase. 

Refunds are given on value of the product but do not include 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.

We cannot process your refund until we receive your goods via post only. 

Faulty or damaged goods?

We happily offer an exchange, refund or store credit for any stock you receive that we have deemed faulty or damaged, provided the fault is not due to wear and tear or misuse. 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 (not including general wear and tear) please email our friendly team here. 

Any faults or defects that occur from misuse or 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.

ioMerino.com

We only accept returns, refunds and exchanges on items purchased through ioMerino.com. If you have purchased from an ioMerino stockist, please contact the store in which you purchased the item(s) from for further assistance. ioMerino cannot be held accountable, or provide refunds or exchanges for purchases made outside of ioMerino.com.

Shipping Information and Additional Shipping Charges

For more information, read the full Ordering and Shipping Policy here.

For further questions or enquiries please contact one of our customer service team here.