Need help?

What happens when I place an order with you?

At mercha.com.au, we take our goal of being the fastest, easiest way to order custom promotional merch(a) seriously!

1. Simply mockup your design on site and add as many items as you wish to your shopping cart. 
2. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for your merch(a). Note, if you have PO process, you can opt for manual payment. Payment must be received in full, however, before your order goes into production.
3. Upon placing your order, you’ll immediately receive an email confirmation from us with your order number. If you're a new customer, we'll ring you just to say g'day and welcome to Mercha! (we'll also help you out here if your art work needs any work) 
4. Within 2-3 business days of your welcome call, you will receive a production art work mockup based on what you created on our site. There you’ll have the opportunity to approve it, or make suggestions for changes and improvements. 
5. Once you’ve approved the production art work mockup (and your order is paid in full), your order will go into production. Every order is reviewed by our team and nothing goes into production without your approval!
6. Production times average 10-15 business days from art work signoff and the approximate production times for every product are indicated on the product page.
7. Shipping times vary by location and are currently subject to delays due to COVID 19 but orders are dispatched within one business day of production completing.

Need a hand? Our friendly (awesome) Customer Care team are here to help!

How long will it take for me to receive my order?

Shipping destinations:

We ship all across Australia.

Shipping times:

On each product page, there is an indicative production time. This is the time from when your order is placed and fully paid for until production is completed.

Once production is completed, your order will generally be shipped within 1-2 business days. You will receive tracking information via email when your order ships.

Note, to reduce the amount of packaging in the world, we ask our partners to reuse boxes and packaging where possible.
Shipping time might vary depending on location, shipment method and other factors.

Shipping cost:
Orders will be charged using carrier calculated shipping based on the weight and destination of your order. The full price will be displayed at checkout. 

How do I make payment for my cool new promotional merch(a)?

You can select your preferred payment method at checkout.

• We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal. 

• We also accept offline payments via BSB direct bank transfer for Australian banks only. To make payment, please payment to:
  
  Beyond Bank
  Acct Name: MERCHA GROUP
  BSB: 325 185
  Acct: 038 482 38
  
  

• Importantly, please include your order number as reference so we may reconcile your payment against your order. Orders will not go into production until payment is received in full.

What if I'm not 100% satisfied with my custom merch?

Your 100% satisfaction is important for us. We mean that! 

We work hard to produce the best quality custom merch(a) available to delight you and your customers. If you're unhappy with the quality of the product, printing or anything else with your order, we'll make it right.

Email us at hello (at) mercha.com.au and we will take care of it.