• Eligible for a refund, exchange, or credit note within 30 days from purchase.
• Items must be unworn, in original condition, and with packaging and the original shoe box.
• A receipt or other valid proof of purchase is required for all returns.

• Eligible for an exchange or credit note only, unless deemed faulty, within 30 days from purchase.
• Items must be unworn, in original condition, and with packaging and the original shoe box.
• A receipt or other valid proof of purchase is required for all returns.

• When returning an item purchased in a promotion based on multiple items (e.g. 70% off second pair), the item you keep will revert to full price.
• When returning an item purchased in a promotion based on multiple items (50% off second pair), the item you keep will revert to full price. We will exchange for size/colour. Style changes will forfeit the promotional % offer, and the price difference will need to be paid upon exchange. Promotional discounts cannot be retrospectively applied to items returned for exchange or store credit.
• Items must be unworn, in original condition, and with packaging and the original shoe box.
• A receipt or other valid proof of purchase is required for all returns.
• International returns postage is the responsibility of the customer.

For hygiene reasons, we cannot accept returns on shoe care or hosiery unless the item is deemed faulty.

Refunds will be processed to the original payment method. Please allow up to 5-7 business days for your refund to be processed once the item has been received and assessed by our Customer Care team.

When lodging a return through the Loop Portal, please note that the exchange request is not always guaranteed. If the requested item becomes ‘out of stock’ at the time of processing, our Customer Care team will be in contact via the email used to initiate the exchange and organise alternative arrangements.

Jo Mercer covers the initial return shipping cost for change-of-mind returns. Any additional exchanges must still be within 30 days of the original purchase date and return shipping will be the customer’s responsibility.

Please note that a return label cost will be deducted from your refund or credit note. For exchanges, you will need to pay for the shipping label via the portal.

Once you’re ready to proceed with your return, head to our RETURNS portal HERE to book your return.

Please contact our Customer Care team or visit your nearest store if you believe your item is faulty. You can lodge your faulty return HERE. Please ensure you submit a photo.

If your item is deemed faulty or damaged, we will offer a replacement, repair, or refund in line with Australian Consumer Law. A product may be considered faulty if it meets the following conditions:

• There is a manufacturing defect.
• It is not fit for purpose.

Signs of wear and tear that are not considered a manufacturing fault:

• Worn or marked finishes (leather, hair on leather, patent leather)
• Scuffed soles
• Stretched straps and leather
• Torn straps
• Scuffed heels

To minimise landfill and the environmental impacts, our team will prioritise repairing your product to your satisfaction wherever possible.

We will accept returns on faulty items within a reasonable time frame after assessment in-store or by one of our Customer Care team.

In-Store
Bring your item and proof of purchase to your nearest Jo Mercer store for assistance.

Online Purchases
Items purchased online can be returned via mail or in-store. Please note that a return label cost will be deducted from your refund or credit note. For exchanges, you will need to pay for the shipping label via the returns portal link below:

HERE

How to return by post:
1. Review our Returns Policy and proceed to lodge your return HERE.
2. Complete the returns form included in your delivery.
3. Send your item back to us at the address provided (return postage costs are the
responsibility of the customer unless the item is faulty).