Can I change or cancel my order once it has been placed?
Unfortunately, due to the nature of our live web system and our commitment to dispatching orders seven days a week, we may not be able to accommodate any cancellation or amendment requests. While we will make every effort to assist where possible, we cannot guarantee any changes can be made to your order after it has been processed.

Can I change my delivery address once I’ve placed my order?
No. Unfortunately, we are unable to change any details on an order once it has been placed.
Click here to view Australia Post’s delivery options.
 
I haven’t received all the items I ordered.
We may fulfill your order from multiple locations, in this instance, your purchase will be split into multiple parcels.
You will receive separate emails from Australia Post with tracking numbers for each parcel.

 In the event of split parcels, please be assured you will not incur any additional shipping charges. 
 
I haven’t received my order confirmation email.

Your order confirmation will be sent via email to your nominated email address within 24 hours of ordering.
Should this be missing, please check your junk/spam folder in your inbox.
If you cannot locate your invoice, please contact our Customer Service team.
 

I have an issue with my shoes, what do I do?
 Please read our Product Care page and contact our Customer Service team.
 
I received an incorrect item.
We’re sorry that you received an incorrect item. Please contact our Customer Service team and we will assist you.

●  What is my tracking number?

    Once your order has been dispatched you will receive an email from Australia Post. This will include your delivery details,
    tracking number and link. Should this be missing please check you junk/spam folder.

 

● When can I expect my order?

    All online orders are dispatched within 1-4 business days.
    Please refer to our Delivery Page for delivery methods and timeframes. You can also check the status of your delivery by
    tracking your order.

 

● Do you ship internationally?

   Yes, we ship internationally. Please refer to our Delivery Page for cost, timeframes and regions we deliver to.

 

● I’d like to return, what’s next?

   All returns can be made in store or via our returns portal, subject to our Returns Policy.

See full policy here.

 

● I purchased off The Iconic. Can I still return my purchase to your stores?

   For any Jo Mercer product purchased outside of our Australian stores or on www.jomercer.com.au (e.g. The Iconic, eBay,
   Catch, OzSale), the item must be processed at the original place of purchase.

 

● Why haven’t I received my refund?

   Once your refund has been processed you will receive a confirmation email. Please allow 5-7 business days for your bank
   to clear the funds.