Frequently Asked Questions

 
  1. What methods of payment do you accept?
  2. Can I change or cancel my order?
  3. How do I write a product review?
  4. Can I buy a single shoe?
  5. How do I clean my footwear?
  6. The style I want is out of stock, when will you get more?
  7. How can I be removed from your mailing list?
  8. Do you sell replacement shoelaces?
  9. What styles are available in a wide width?
  10. How do I know what size to wear if the footwear isn’t available in half sizes?
  11. Do you sell replacement insoles?
  12. Do you offer a military discount?
  13. How do I print a return label?
  14. How do I return a package?
  15. When will I receive a refund?
  16. How do I return a defective item?



What methods of payment do you accept?

We currently accept the following methods of payment: Visa, MasterCard, American Express, Discover and PayPal.

We do not accept Cash, CODs, checks, credit card gift cards (unless bank issued), or money orders.

Due to our US credit card verification service, we are unable to accept credit cards with international billing addresses.

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Can I change or cancel my order?

We are committed to getting your order to you as quickly as possible. Therefore, once your order is placed it generally goes immediately into the fulfillment process and may not be cancelled or changed. If you realize you've made a mistake after placing your order, please contact us immediately.

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How do I write a product review?

You can write a review of any style on our product pages. Click "Write a Review" on the product page to begin and you will be able to title your review, give a "star" rating and write your comments.

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Can I buy a single shoe?

Sorry, we cannot accommodate single shoe orders at this time. Our footwear is not only sold, but also manufactured in pairs.

If you require two different size shoes, we would recommend contacting the National Odd Shoe Exchange (oddshoe.org) where they can try to match you up with someone to exchange for the correct sizes needed.

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How do I clean my footwear?

In general, we recommend the following guidelines for cleaning footwear:

Cleaning: On a regular basis, brush away any surface dirt with a soft brush.  After extended, rugged use, wash with mild soap and warm water.  Be sure to rinse off all soap residue to avoid attracting more dirt.

Drying: Open footwear fully, remove the insole and laces and dry at room temperature.  Do not expose footwear to heat, as doing so can compromise any adhesives or materials used in constructing your footwear.

Conditioning: Recommended treatment depends on construction and materials of the footwear (some treatments can alter color and appearance).

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The style I want is out of stock, when will you get more?

We are very sorry that the item you need is out of stock. When you try to select the size you need, if the item is out of stock, the "add to cart" button will turn grey and above it you will see a link to "Notify me when available".

This will bring you to our sign-in page where you can sign-in or create an account. As soon as we get more inventory of the item, we will email to let you know!

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How can I be removed from your mailing list?

Simply click on unsubscribe at the bottom of any email that is sent to you.

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Do you sell replacement shoelaces?

Yes!  These can also be found in our top menu options under Accessories.  Click here to see our current selection of laces.  

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What styles are available in a wide width?

Please click here to view all of our current wide width footwear and insoles.

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How do I know what size to wear if the footwear isn’t available in a half size?

Typically, we recommend sizing up to the next whole size for our sandals. However, personal preference does come into play here.  If you purchase a product and are not happy with the fit, we do offer free exchanges and easy returns.

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Do you sell replacement insoles?

Yes!  These can also be found in our top menu options under Accessories.  Click here to see our current selection of insoles.  

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Do you offer a military discount?

Yes – we are proud to support the members of the US Armed Forces, veterans and their families by offering a 10% discount on every order. Verify your military status (active duty, veteran, or spouse) through our partner service, ID.Me, at checkout.  

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How do I print a return label?

Go to our Returns Page, and fill in your Order Number, last name or email address, and your zip code and click “submit”.

You will be taken to a new page with your order details. Scroll down to where it shows the product you want to return. Where it says “I would like to”, click the tab to change it to say “Return this item”. A new tab will then appear for you to choose why you would like to return your item.

Once you have chosen your reason, click the button below that says “Submit Return/Exchange”. Please note, you may need to wait up to 45 seconds for it to process.

You will then be taken to a new page where you can download your return form. Download the form, and you can then print it using a printer at home, or at a local printing services establishment. Please include the summary sheet in the return package and adhere the shipping label to the outside package. BOTH documents must be included in the return to be processed.

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How do I return a package?

Please visit our Returns Page.

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When will I receive a refund?

Returns will be refunded to the original card used to purchase the item(s). Please note: A return shipping charge of $5.00 will be deducted from your refund. Please allow two weeks for your return to be processed. You will receive an email to confirm a successful return. A credit should appear on your credit card, or original method of payment, within two billing cycles.

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How do I return a defective item?

We are sorry you are experiencing an issue with your product! To help expedite your concern, please see the general guidelines below to help determine if your product will be considered defective by our review team.

Definition of a defective product:

  • A Defective Product is an imperfection in a product that has a manufacturing or design defect

Examples of what is not considered defective:

  • Worn stitching, worn soles or frayed webbing due to normal wear
  • Damage that is a result from misuse, normal wear and tear or damage occurred during storage
  • Broken or damaged laces, lace retention devices and worn soles
  • Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers and salesman samples
  • Improper fit. Fit is the responsibility of the owner and should be assured within return window
  • Comfort issues

If you feel your product is defective as a result of a manufacturing or design defect, please call us (800) 288-3124.

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Contact us

Chat

Weekdays: 9am to 9pm (EST)
Weekends: 9am to 5pm (EST)

Phone

(800) 288-3124
Monday-Friday 8am-9pm ET
Saturday-Sunday 9am-6pm ET

Location

Merrell.com Customer Service
1400 Industries Road
Richmond, IN 47374