Frequently Asked Questions

Order & Tracking

How do I track my order? Once your order has been dispatched, you will receive a confirmation email containing a unique tracking number and a link to our carrier's portal.

  • Please Note: Tracking information typically updates within 24 hours after the parcel is scanned by the carrier (e.g., Australia Post).
  • If you have a Mershine account, you can also view your order status by logging in and visiting the 'My Orders' section.

I only received part of my order. Where is the rest? To ensure you receive your items as quickly as possible, we may dispatch products from different warehouse locations. This means your order might arrive in multiple packages at slightly different times. You will receive separate email notifications for each shipment.

Returns & Refunds

What is your return policy? We want you to shop with confidence at Mershine. In addition to your rights under Australian Consumer Law (ACL), we offer a 30-day Change of Mind return policy.

  • Items must be in their original, unused condition with all packaging and tags intact.
  • For "Change of Mind" returns, the customer is responsible for the return shipping costs.
  • Excluded Items: For hygiene and safety reasons, certain items (such as personal wearable electronics or customized goods) may be excluded from Change of Mind returns unless faulty.

How do I return an item? To start a return, please contact our Customer Service team with your order number. For standard domestic returns, we recommend using Australia Post’s trackable service to ensure your item reaches us safely.

What if my item is faulty? Mershine complies with all statutory consumer guarantees. If a product is faulty, damaged, or significantly different from the description, you are entitled to a replacement, repair, or refund. Please contact us immediately so we can resolve the issue for you.

Shipping & Delivery

How much does shipping cost? We offer a flat-rate shipping fee for most metropolitan areas across Australia. However, additional freight charges may apply in the following circumstances:

  1. Regional & Remote Areas: Deliveries to NT, WA, TAS, or remote regional zones may incur a postage surcharge.
  2. Bulky & Oversized Items: Orders exceeding 20kg or significantly large dimensions may require a custom shipping quote. We will contact you before processing the order if additional fees are required.

How long will delivery take? Standard delivery typically takes 3–7 business days for metro areas. Regional deliveries may take slightly longer. Please refer to your tracking link for the most accurate Estimated Date of Arrival (ETA).

Payment & Security

Is it safe to shop on Mershine? Absolutely. Our website uses industry-standard SSL encryption to protect your personal and payment information. We support a variety of secure payment methods, including major credit cards and digital wallets, to ensure a seamless checkout experience.