Need some advice? Check out some of our most commonly asked questions below, or if your question hasn’t been answered, feel free to contact our friendly Customer Service team.
As always, the ioTeam are pretty helpful when it comes to answering questions, but please be patient with us over the holiday season as we’ll most likely be out having some awesome adventures of our own!
Find out more:
Where is ioMerino based?
Our head office is located in Adelaide, South Australia. (For our international friends, that’s down the bottom, in the middle!).
Please note: We ship all domestic and international orders from our warehouse here in South Australia. While we have no control over it, we understand some of our international customers (particularly those in the UK, Europe and Canada) can be subject to importing/customs fees. For more info, please click here and talk to your local customs or postal offices.
How do I get in touch with ioMerino?
Ph: Australia +61 8 8209 4198 / United States 866 459 2775
ioMerino Head Office
The Barley Kiln,
183 Melbourne Street,
North Adelaide, SA, 5006
Do you have a retail store?
ioMerino is predominantly sold online at www.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 find a store near you.
And if you’d like to see ioMerino in a store near you, feel free to get in contact with us at CustomerService@io-merino.com. Just let us know the name of your local store and we’ll do our best to get some gear in there soon.
What is the ioMerino warranty?
We offer a full one year warranty on all our products. We may be awesome, but we’re not always perfect, so in the unlikely event you notice a manufacturing fault or defect, we’ll give you a full refund or offer you replacement. You can find full details here.
If you didn’t purchase your item from our online website ioMerino.com, please contact the place you originally purchased the item. If you’re unable to do that, feel free to contact our Customer Service team and we’ll see if there’s anything we can do as we’re committed to standing by our products.
How do I make a return/exchange?
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.
If you’re not 100% happy with the product or didn’t end up with the right size, you can return or exchange your product within 60 days (Note: Does not apply to sale stock). Find full details of our Absolute Love Guarantee here along with details of how to go about returning your product. Although the basics are, you need to email us to let us know what you’re returning and then send it back to:
Returns @ ioMerino
The Barley Kiln
183 Melbourne Street
4283 Express Lane
Read our full policy description here.
What are your shipping rates and delivery times?
We ship domestically and internationally from our warehouse here in South Australia using the best couriers in the world including DHL, Toll, Star Trak and Fast Way. Delivery globally is $9.50 AUD/USD and 9.50 Euro, or free for all orders over $100 AUD/USD/EURO. 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. This 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.
How do I determine my size in ioMerino gear?
All ioGear is generally true to size and has been separated into three distinct categories – base layer, mid layer, outer layer. Our sizing chart is not garment specific so it’s always best to use the body measurement chart which will help you determine your size.
Although we do our best to keep our sizing as true to size as possible, it helps if you measure your body and check which size suits you best. Simply follow these measurement tips and you should be fine. And remember, if you’re not happy with the fit when it arrives you can always send it back and swap it for another size.
1. Chest: Place the measuring tape around the fullest part of your chest.
2. Waist: Place the measuring tape at your natural waist, the narrowest point on your torso.
3. Hip: Place the measuring tape around the fullest point on your hips.
Please note, in instances when your body measurements are midway between two sizes, choose the smaller size for a base layer fit or the larger size for a looser fit/outer layer fit.
If you’re still not sure what size is right for you and want to get a real person to give you some advice, just email our customer service team at firstname.lastname@example.org and we’ll be more than happy to help you out.
Base layer – our base layer garments (Altitude and Vital ranges) are designed to be next to skin. They will be tight, this is how they are meant to be! If you would like a slightly looser fit in these pieces we recommend going up a size to accommodate.
Mid layer – these pieces are once again generally true to size, however we find if you wish to layer a few other bits of gear underneath you will probably want to go up a size again.
Outer layer – the outer layer pieces, like our Summit Hoodie, run true to size, but again, with lots of layering underneath they can get tight, so jump up a size if you plan on layering like a pro.
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 like colours 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
Can I come to ioMerino HQ?
ioMerino HQ in North Adelaide is our head office only, so while you’re always welcome to pop in, we aren’t set up for sales and don’t hold any stock. Please keep in mind there will most likely be no one at ioHQ over the holiday period from December 24th 2016 and back January 16th 2017.
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.
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!