SHIPPING & RETURNS
At this time please allow for online orders to take longer to dispatch and to be delivered. We will always endeavor to ship your items as soon as possible. We have recently implemented new policies and procedures in our distribution centres for the health and safety of our team and our customers, resulting in some delays. We apologise for any inconvenience caused. Our full response to the COVID-19 situation can be found, here
Edward Meller offers free shipping on all AUSTRALIAN orders over $300, for all other orders a flat rate of $10 will apply to cover shipping and handling. Should you need to return your purchase for any reason, please note that this postal cost is non-refundable.
All orders are sent by Australia Post.It is the customer’s responsibility to track their order once it has been dispatched. However, Edward Meller is more than happy to provide assistance.
You can request an authority to leave for your order however, in doing so this voids all liability of Edward Meller and we will not be held accountable if your order is not delivered. As this is not a registered service and no signature is required upon delivery we do not recommend requesting authority to leave.
Please allow 5 - 7 working days for your order to be dispatched and a maximum of 5 working days for delivery from the dispatch date.
Unfortunately we are unable to dispatch or deliver orders on Victorian public holidays, which may result in delays.
Please note that we will be unable to change address or product during busy sale periods. Please also allow up to 14 working days for dispatch during this time.
NEW ZEALAND ORDERS
All orders to New Zealand will be shipped via Australia Post. There is a flat rate delivery fee on $30.00AUD for all NZ deliveries per transaction and can take up to 7 working days for delivery after dispatch.
Hermanns does not accept responsibility for duty taxes that may be incurred for mail order deliveries to any international destination. Parcels are distributed by the local postal services upon arrival in the destination country. Occasionally customs inspections may also delay your delivery by a few days.
If your order has not been delivered within a reasonable time please contact Hermanns via email firstname.lastname@example.org to obtain your postal reference number. You will need to quote your order number located in your order confirmation email to ensure prompt service.
OTHER INTERNATIONAL ORDERS
All international orders are shipped via Australia Post. There is a flat rate delivery fee on $60.00AUD for all international deliveries per transaction. A signature is required upon delivery so we recommend having your order sent to a suitable daytime address. For more information on shipping please visit the Australia Post website, http://auspost.com.au
We have extended our Online Returns Policy in response to the current COVID-19 situation so there is plenty of time for you to change your mind with extended returns. Our return period has extended to 60 days. Our full response to the COVID-19 situation can be found, here
We pride ourselves on our outstanding customer service and we proudly stand by our product. All purchases made online, including sale items, can be returned for a full refund or exchange as long as they remain unworn and in original condition within 10 days of receiving your delivery.
All 'return' postage costs will be at the customers expense with the exception of a return that has been deemed faulty. Please include proof of any postages costs to be reimbursed for faulty items.
You can return your item(s) in the following ways:
RETURN OR EXCHANGE INSTORE
If you wish to return/exchange your item(s) to a store to save postage costs, this is possible, however, stores are not able to process refunds/exchanges on behalf of the Webstore. Please make sure your invoice and attached receipt are with the item(s) being returned. Stores will forward your return/exchange to the Webstore and your request will be processed when the item(s) are in the Webstore’s possession.
RETURN OR EXCHANGE BY MAIL
You may return the item(s) by mail to our Webstore. To return your item(s) by mail, please complete the Return/Exchange Form on the back of your invoice and enclose the attached Proof of Purchase receipt. We recommend you use a tracked postage service. Please post to the address below:
Hermanns Imports - Webstore
3/38-42 White Street
Refunds will be processed to the original payment method used at time of purchase as soon as possible. You will be notified via email to the address listed on your account when this transaction has taken place. Your banking institution may require additional days to process and post this transaction to your account.
Warranty on products is subject to a warranty evaluation. All products must be returned to head office to receive a warranty evaluation. Returns can be sent by post to Hermanns Imports - Webstore, 3/38-42 White Street, South Melbourne VIC 3205 or returned in store. Please note that a warranty evaluation will not occur in store.
A successful evaluation will occur given that the product is deemed to have defects in its materials and/or workmanship.
Warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear or the natural breakdown of colours and materials over extended time and use.
As part of our service we try to keep our customers informed of the stock level of all our shoes, and keep these levels accurate. There are cases when despite our efforts these stock levels are not up-to-date , in which case if you have placed an order for a sold out item we will immediately provide a refund and apologise for any inconveniences caused.