All orders are dispatched within 1-4 business days from the time of ordering. Please note, our warehouse does not ship on non-business days or Australian public holidays.  

Once your item(s) have been dispatched the sending location will send you a dispatch email which details your carrier (who is delivering your package) and tracking details to follow up with them. 

Once the order has been dispatched it may take up to 24 hours for your carrier (Australian customers use Australia Post) to update tracking information 

Here’s what you can do to check where your order is: 

1. Check your tracking details 

Use your dispatch email – which has your carrier and tracking details on it to view your parcel’s current location and status with Australia Post. 

2. Confirm Delivery Times 

Please allow the estimated delivery time. Delays can occasionally occur due to peak periods or carrier issues. Please reach out to our Customer Care team if the delivery time has lapsed. 

3. Contact Us 

If your parcel is now outside the estimated shipping timeframe, please lodge an enquiry with Australia Post.

All orders are dispatched within 1-4 business days from the time of ordering. Please note, our warehouse does not ship on non-business days or Australian public holidays.  

Once your item(s) have been dispatched the sending location will send you a dispatch email which details your carrier (who is delivering your package) and tracking details to follow up with them. 

Once the order has been dispatched it may take up to 24 hours for your carrier (Australian customers use Australia Post) to update tracking information.  

AUS Standard Shipping  

Orders are dispatched in 1-4 business days from ordering and delivered in 3-5 business days from dispatch. 

AUS Express Shipping 

If placed prior to 1pm, orders are dispatched same day and delivery in 2-4 business days from dispatch.  

AUS Same Day Shipping 

If placed prior to 1pm, eligible orders (not including PO Boxes) will be delivered same day. 

AUS Click & Collect 

If placed prior to 1pm, can be collected the same day, within 2 hours. Stores will hold Click & Collect orders for 7 business days only. Please note, this service may not be available during sales events. 

NZ Express Shipping 

If placed prior to 1pm, orders are dispatched same day and delivery in 8-10 business days from dispatch. 

International Customers  

All international orders outside of Australia will be sent via DHL Express and are estimated to arrive 2-4 business days from dispatch. 

Please note, that we cannot deliver to PO Box addresses, and you'll need to make sure someone is available to receive the order. 

If you are outside of Australia/New Zealand, to place an order, please visit us at https://jomercershoes.com/.

Jo Mercer often applies their promotion directly to your cart at checkout but from time to time, you may receive a special promotional code. 

When you are ready to checkout, simply add the promotional code into the box in the checkout. If the code is valid, the relevant discount will be applied to your order.  

Please note, if you are receiving an error, check the dates of the promotion or the products that it is to be applied to, and the conditions. As our promo codes vary, so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items, and most codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code, whether it be through an email or on our website. 

Here’s what you can do to check where your order is: 

1. Check your tracking details 

Use your dispatch email – which has your carrier and tracking details on it to view your parcel’s current location and status with Australia Post. 

2. Confirm Delivery Times 

Please allow the estimated delivery time. Delays can occasionally occur due to peak periods or carrier issues. Please reach out to our Customer Care team if the delivery time has lapsed. 

3. Contact Us 

If your parcel is now outside the estimated shipping timeframe, please lodge an enquiry with Australia Post.

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. 

If you’re looking to change your delivery address, please contact the carrier directly to see what redirection options are available. 

Click here to view Australia Post’s delivery options. 

Return Policy 

Please review our Return Policy HERE before making any purchase and before lodging a return. If your item/purchase does not meet the terms and conditions on the policy, it will result in the lodgement not being able to proceed. If you have paid for your own return and your items do not meet the terms and conditions of the return policy, we may not be able to return the item to you.  

Lodging your return 

Click HERE to lodge your Australian return. 

Click HERE to lodge your NZ return. 

All International orders must be returned using

Packing your return 

Please make sure all the items you’ve selected to return fit in one parcel. If they don’t, you'll need to create a separate return for the second parcel with the items in it – it’ll have its own code and tracking number. 

Your items will need to be in their original box with original packaging inside the box to protect the items on their journey. 

Please make sure that your parcel is under 22 kg and doesn't exceed 105 cm in length - otherwise Australia Post may not be able to accept it. 

Dropping off your return 

Find the nearest drop-off location for your return carrier below: 

Australia Post – enter your Suburb, City or Postcode, select your location type and search to see where you can drop off your return parcel. 

If you choose to return through another method, it’s your responsibility to pay for your return. Don’t forget to keep your proof of postage! 

Waiting for your exchange/refund 

The processing of the return in our warehouse can take up to 7 business days from the time we receive it. 

Returns can take up to 21 business days to reach our warehouse and be processed. 

Returns for our Australian customers are tracked, and you are notified of your item’s journey at each step.  

NZ customers will need to track their items with the carrier of their choice.  

International customers will receive a tracking number from us to follow their item’s journey back to us. 

After processing, it may take up to 10 business days for your refund to reach your account, depending on your bank/card issuer. If your refund is a gift voucher, we will notify you via email and the code will be ready to use that day. 

Please note that the return handling fee of $10 will be deducted from your refund. 

What if my item is faulty? 

If your item has a fault, please email us at hello@jomercer.com.au along with supporting images so our Product experts can assist you. 

Worn your favourite item one too many times? Please bear in mind that all items are inspected thoroughly for manufacturing faults, and those with wear and tear, rather than a fault, may not be refunded or returned. 

What should I do if my item is incorrect? 

If you received a wrong item, please email us at hello@jomercer.com.au and our Customer Care team will be in touch with a resolution. 

Please note: if you receive the correct size to what you have ordered, but the item doesn’t fit as expected, this is not deemed a fault and may not be returned or refunded. 

If you’ve only received part of your order, it may be due to one or more of the following reasons: 

1. Shipped from multiple locations

When we can’t fulfill the items all from one location, we allocate them to be fulfilled by one or more locations. In this instance, your purchase(s) will be split into multiple parcels. You will receive separate shipping emails from the delivery carrier(s) with separate tracking numbers for each parcel. 

2. Out of stock

During promotions and peak trade seasons, we may sell out of items and be unable to fulfil them in your order. In this instance, we will be in contact with options for replacement or refund. 

3. Pre-order items  

If you have placed an order for multiple items where one is a pre-order , the items in stock will be split out and sent while we await the arrival and shipping of the pre-order item. Please check your confirmation email to confirm if you’ve purchased a pre-order item and it’s estimated shipping date.  

In the event of a split parcels, you will not incur any additional shipping charges. 

If you still believe you are missing an item, please email us at hello@jomercer.com.au and our Customer Care team will be in touch to assist you. 

Placing a Click & Collect

We offer Click & Collect in our stores. If placed prior to 1pm, can be collected the same day, within 2 hours. Stores will hold Click & Collect orders for 7 business days only. Please note that this service may not be available during sales events. 

1. Add your product to your cart and click through to checkout. Enter your contact details and address. 
2. Proceed to Pickup/Shipping and select "Pickup in Store" as your shipping method. 
3. Choose your closest store and proceed to payment. 
4. Fill out your payment details and wait for your order confirmation.  

Once your order is ready to collect, you will receive a “Ready To Collect” email. Please check your junk/spam folder before contacting the Collect store. 

Is my Click & Collect ready?

Please refer to your “Ready to Collect” email – this is your notification that your order is packed and ready for you in-store.  

If you haven’t got the email anymore, please refer to your purchase invoice and call the nominated Collection store directly.  

You can nominate another person to collect your order, but you will need to provide the name of that person to the store, so they can ID check them on collection.  

Access our Store Location details HERE. 

We want to make sure you have the most seamless experience finding the perfect fit uniquely for you. 

All sizing currently listed on our footwear is Italian European, so refer the conversion table below to find your equivalent size. It is important to note that sizing and fit may differ from styles, so follow any fit notes listed for the specific style under "fit notes".  

Please visit our SIZE GUIDE HERE. 

You can find out a product’s stock availability through the product page. Click on the product you are after, select the colorway and size and then select “FIND STORE”. From there, you can find your local store by entering your postcode or searching our store listing.

You can find out a product’s stock availability through the product page. Click on the product you are after, select the colorway and size and then select “NOTIFY ME”. This will mean once we are back in stock, you will be the first to know.

As an omnichannel business, our prices change in response to trends, stock, promotions and demand from customers. This does mean an item can change in price after you've purchased it. 

Sadly, we're not able to adjust prices or offer a refund or credit for the difference in price.