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.
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.
Why is my discount code not working?
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 are also not to be used in conjunction with any other codes, discounts or offers.
Why can’t I check out?
If you’re having troubles checking out in your shopping cart, read through the following troubleshooting tips:
- 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) as sometimes our website is sensitive to certain browsers and devices. 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. The only difference this will make is that the details from your last order (i.e. delivery address, contact number) won’t automatically be populated.
- If all else fails, get in contact with our Customer Service team and let them know the issues you’re having (wherever possible, screenshots are a big help!) and we’ll do our best to help you. If you’re in Australia, send us an email with the products you’re trying to purchase including the color and sizes, your delivery address and best contact number and we can give you a call at a suitable time for payment details. Note: We unfortunately cannot do this for our international customers unless you wish to pay in Australian Dollars.
Can I change my order once it’s gone through?
Regrettably, it’s very difficult for us to change your order including sizing, colors, adding or removing products, changing shipping address etc once it has been placed. We aim to ship all orders as fast as possible so our warehouse is processing them within a couple of hours of receiving them, which means if we don’t ‘catch’ your order before it’s been dispatched, we can’t make any changes. If a change is necessary, let us know and we’ll do our best to help.
What if my size isn’t available?
We don’t 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.
What is the returns policy?
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 at either of the addresses below within 60 days for an exchange or refund. Please make sure your name and order number is clearly stated in your return package. For more info on our Returns Policy, click here.
Returns @ ioMerino
What is the ioMerino Warranty?
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 fiber is, on one hand, the exact reason it’s so sought after. But on the other hand, it’s naturally not as durable as man made 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.
How do I choose a size?
Our range is generally true to size, so if you’ve tried brands like Nike before, then you should be around the same size in our garments. Our sizing chart 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, choose the smaller size for a contact fit or the larger size for a looser, everyday fit.
What are your shipping rates and delivery times?
We ship domestically and internationally from our warehouse here in South Australia using DHL, Toll, Star Track and Fast Way. Delivery globally is $9.50 AUD/USD and 9.50 Euro, or free for all orders over $100 AUD/USD/EURO. (Please note, if you’re in Europe, the UK or Canada, customs/importing/handling fees will most likely apply, so please look into such fees prior to ordering with us as ioMerino is not liable for such charges.) Due to customs requirements, we cannot deliver to PO boxes outside of Australia and require either a business or personal street address.
Australian orders are expected to be delivered within 1-4 business days, if placed before midday Monday – Friday. International orders are expected to be delivered within 2 – 6 business days, although this may be longer over the Christmas and New Year period due to the public holidays.
Delivery can be subject to custom delays and events beyond our control. Any delivery date or time specified by ioMerino is an estimate only and we’re not liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery. For more information on our Shipping Policy, click here.
What do I do if I’ve received an invoice from DHL?
While customs/importing/handling fees are entirely out of our control and we’ve done our best to give you the heads up that they may apply in certain countries, we’ll endeavor to do what we can to help you in this situation, so please contact us if necessary. However in saying that, we will not liable for any additional fees. We use a third party shipping company who are obliged to declare your order value in AUD on your package as a customs requirement.
Do you have a retail store?
ioMerino is predominantly sold online at ioMerino.com with the exception of a selected group of boutique, independent retail outlets who love adventure and the outdoors as much as we do. View our Store Locator to check out our current locations.
Can I come to ioMerino HQ?
How can I contact ioMerino?
For further assistance, feel free to contact us below.
Email our friendly team here.
PH: Australia: +61 8 8209 4198 | United States: 866 459 2775.
Please note, we are located in Adelaide, South Australia, so are in the Australian Central Daylight Time Zone (ACDT). We won’t be at the office from December 24th 2016 to January 16th 2017, so you won’t be able to reach us via phone. Please contact us directly through email.
ioMerino Head Office
‘The Barley Kiln’
183 Melbourne Street
North Adelaide, SA, 5006
Where do you make your clothes?
As far as production goes, it’s a slightly involved answer, but we’re extremely passionate about doing the right thing by the environment and the people (and creatures!) who help us make our clothes each step of the way, from ‘sheep to shelf’. Our wool is sourced here in Australia, it’s washed and combed in Thailand, knitted into fabric in Australia, then cut and sewn to our Australian design specifications in Fiji where we use a fully unionized and ethical manufacturing company.
For the past couple of years, we’ve been involved with the Fashion Revolution’s ‘Who Made My Clothes’ initiative which encourages people to be curious and ask clothing brands: who made my clothes? You can check out our version here, which goes into a little more detail about our supply chain.
How do I unsubscribe from the ioMerino Newsletter?
- Scroll all the way down to the bottom of your ioMerino newsletter and look for the link to ‘unsubscribe’.
- Click the link to unsubscribe to no longer receive any future information and updates from ioMerino.
- You will be redirected to a confirmation screen which will show that you have been unsuccessfully unsubscribed.
How do I become an ioMerino ambassador?
The only real opportunities we have at the moment that might suit are through our ‘Share Your Adventure’ program.
As much as we love publicity and people spreading the word, we prefer to keep things authentic with actual existing customers contributing because they love what we do. If you’d like to discuss further, please contact our Customer Service team directly and we’ll do our best to get back to you as soon as we can.
How do I care for my ioMerino?
ioMerino may be naturally stink-resistant, but you’re still going to want to wash it every now and then, so here’s a few tips on how best to keep it in tip top condition.
- Wash similar colors together
- Wash products with prints inside out
- Zip up any zippers
- Use warm or cool machine wash only – not hot.
- ioMerino is the most comfortable Merino on earth, so you don’t need to use fabric softener
- Do not iron prints or labels
If we haven’t answered your question in this section or you’d just like to speak to a real life person, feel free to get in contact with us here, however please be patient with us over the holiday season as we’ll be out and about having some awesome adventures of our own! 😉