Merries Online FAQ

Frequently Asked Questions

Getting started and ordering

Do I need to register before purchasing?

You do not need to register first and can check out as a guest, and we would not create an account for you. By registering an account, you will enjoy speedier check out and exclusive promotions.

How do I place an order online?

1. Locate the nappy type and size you would like to buy by either browsing through our nappy type categories, or searching on the product range page

2. Select your choice of nappy or nappy pants and click on it

3. Enter your delivery post code (this ensures we can deliver to you)

4. Enter the quantity of your purchase

5. Add the products to your cart by clicking on the ‘Add to cart’ button. Click Continue shopping or Checkout Basket (top right hand corner) to proceed

7. Apply Promo code (if relevant), check your summary details on the right hand column

8. Proceed to Check Out

9. Enter your details when checking out as Guest, otherwise log in

10. Enter your payment method and click ‘Place Order’ to complete your purchase.

11. We will send you an email confirming the details of your order.

12. A final email will be sent once your order is dispatched from warehouse together with a copy of your invoice order track and trace details.

Can I change or cancel an order?

Unfortunately, you cannot cancel an order once it has been placed, as orders are closed to ensure efficient processing and delivery across our national warehouses and logistics providers.

What happens when I order an item that is out of stock

While an out of stock nappy should rarely be the case, if it happens, you would not be able to ADD to cart. Please return to re order again.

Can you deliver to a parcel locker or PO Box?

We cannot deliver to a parcel locker or PO Box address.


Why are there limits to the quantity I can order?

As your baby grows, having the correct size nappy is very important.  The wrong size can result in poor fitting, leakages and baby discomfort. 

Merries pack and carton quantities accurately matches baby’s growth momentum without having to purchase more than recommended requirements. This also eliminates wastage as you will not be left with excess nappies in the wrong size

Paying for your order

What form of payments do you accept online?

When shopping online with us, you can pay by credit card (Visa or Mastercard), PayPal and WeChat Pay

How safe are my credit card details?

Our payment providers utilize the latest electronic security measures and devices to protect your credit card information from unauthorized access.

Our Delivery

Do you deliver to my area?

Please note that our carrier companies’ Delivery Policies or zone restrictions may apply to selected areas and we may not be able to deliver to such nominated postcodes.
We encourage you to type in your postcode to activate online shopping prior to adding items to your cart. We will immediately confirm our ability to deliver online.

How much does delivery cost, and how long does it take?

Australia Standard Delivery - FREE with full carton orders

1 - 3 business days for delivery to: MELBOURNE, SYDNEY, BRISBANE, ADELAIDE, PERTH AND CANBERRA metropolitan postcode deliveries.

4 - 7 business days for delivery to: NT, TAS and all VIC, NSW, QLD, SA and WA non metropolitan postcode deliveries.

Do you deliver overseas?

Orders are for Australia only and we do not provide international order shipments.

How can I track my delivery?

We will provide on email your track and trace details once your order is dispatched from the warehouse.

How is my order delivered?

We use several different courier companies to deliver the best service to your nominated delivery address and our courier provider may change from time to time even with repeated orders.

Orders will be dispatched by national courier (we will email tracking reference and courier tracking link) and your permission to leave unattended in a safe place is required BEFORE each delivery.

What happens if I am not home to accept my delivery?

When our courier provider is not able to complete delivery and/or collect your signature on delivery, your order will be placed in a safe place (usually be left at the front door of your delivery address).

In the event that you should miss your scheduled delivery and front door access or a safe place for parcel is not available and an alternative visible placement location can be found, our courier company will use their discretion and leave your order unattended in this location.

Where the delivery address is an office address, shared house or apartment, the courier representative will make reasonable attempts to contact you and complete delivery. However, you agree that we may deliver to an individual/at reception of the delivery address and will be able to rely on that individual instruction’s as if they were your own.

Returns & Refunds

Where can I find information on your Return Policy?

You can find this information on Our Delivery & Returns Policy

Why we do not accept Returns for Exchange and Change of Mind

Due to the hygiene nature of Nappies, we cannot accept returns for exchange and refunds for change of mind

How long does it take to process a refund

Refunds will be in the same form tender and could take 7-10 business days depending on your financial institution

What if the item received is not what I ordered?

While Wallara logistics has efficient processes in place to ensure your order is processed quickly and accurately, the occasional mistake can happen. If you have received a wrong item, please contact Wallara at email: merries@wallara.com.au with your invoice details soonest possible.

Wallara logistics will organize for the wrong product to be collected and returned at our cost. Your correct order will then be re-shipped to you with new tracking details (no additional charge to you)

What if the item delivered is faulty?

Where goods are believed to be faulty, please notify Wallara Logistics via our email merries@wallara.com.au within 14 days from the date of invoice.

All goods believed to be faulty will be required for Quality Review. Please note that it may be necessary to provide photographic evidence of the faulty goods or in more severe cases, we may choose to collect the faulty product(s) from you for Quality Review investigation.

If a collection is necessary, Wallara Logistics will make arrangements to collect the goods from you directly, and the cost of freight will be covered by us.

We will not accept any faulty returns unless it has been organized for Quality Review investigation.

Once this item(s) have been received, a Quality Review Investigation will take approximately 7-10 working days to complete. Correspondence will be made directly with the customer post Quality Review Investigations.

What if I have other questions

Should you experience any other issues with your order, please contact our Customer Service team on merries@wallara.com.au

WALLARA AUSTRALIA LTD (ABN 16 007 039 536) All rights reserved. Merries is a trademark of Kao Japan.