✆ 0415 805 170 │ Free shipping on orders over $149

Frequently Asked Questions

General Questions

How do I place an order?

Simply view the item you wish to purchase, select an appropriate size (if applicable) and click the ADD TO BAG button. Follow the instructions and choose to checkout as a guest or register an account. Please note that in order to purchase from us you will need to pay by credit/debit card or PayPal.

Can I contact you by phone?

Contacting us via email at merchandise@melbourneutd.com.au enables us to respond to your queries more quickly and efficiently; however, if you would like to speak to someone directly then you can contact us by phone on +61 415 805 170.

How can I change my registered email address and/or password?

When you log in to your account there is the option to edit your account information, including your email address and password.

Do you have a catalogue

Unfortunately, at this time Melbourne United Merchandise does not print a catalogue. All products held in stock are available through our website, please email us if you can not find the item you are after at merchandise@melbourneutd.com.au. To keep informed about our latest collections and product releases join our mailing list.

Do you offer wholesale

Yes we do. All wholesale enquiries should be made to info@iathletic.com.au who are the official Merchandise provider of Melbourne United.

Do your prices include GST

All product prices shown on our website include GST at the current rate.

Are your products manufactured ethically?

We are by no means a corporate company but we recognise that there are certain responsibilities that any business should uphold. We ensure that all of our suppliers are fully certified and never use sweatshops or any form of child labour.

Delivery Questions

When will my order be dispatched?

Our warehouse dispatches all orders placed before 1pm on the same working day. Any orders placed after 1pm will dispatched on the next working day. Orders placed after 1pm on a Friday and during the weekend will be dispatched on the following Monday, excluding Public Holidays.

How long will it take for my order to be delivered?

The expected delivery time for a standard order being shipped to an Australian address is 2 - 5 working days. The shipping time for orders outside of Australia will vary depending on the location.

What will happen if I’m not in when you deliver my parcel?

The carrier will leave a card informing you that the delivery has been attempted. On this card will be instructions as to how to obtain your parcel.

Can I pick up my order directly from your office or warehouse?

We do not keep any stock at our office and orders are dispatched from our warehouse. Unfortunately it is not possible to pick up your purchase directly.

Can you leave the delivery at an agreed hiding place?

Unfortunately, the delivery can only be made to the address that was supplied when the order was made and requires a signature on receipt.

Can someone else sign for my delivery?

Yes, anyone at the specified address can sign for the goods.

As a non Australian resident, do I have pay import charges?

Any customs or import duties are levied once the package reaches its destination country. Customs charges vary widely from country to country and we have no control over them and cannot estimate how much they will be. The charges must be paid by the recipient and we recommend that you contact your local customs office if you require further information.

Do you deliver to P.O. Box addresses?

No, we do not delivery to any form of Post Office Box.

Order Questions

Which forms of payment do you accept?

We accept all major debit and credit cards, through our PayPal payment system.

How can I change the delivery address of my order?

When you log onto your account there is the option to edit your existing address details or add a new address. If you have already placed your order then please call us on +61 415 805 170 and, if the order has not yet been dispatched, we can amend the delivery address.

How do I return an item for an exchange or refund?

Please refer to our returns page.

How long with it take to process my exchange or refund?

We endeavour to process all exchanges and refunds within 48 hours of receipt. Please note that in some instances this can take up to 7 days depending on the nature and timing of the request.

What do I have to do if I have been refunded the wrong amount?

Regrettably mistakes can happen so if you think you have been refunded the wrong amount then please contact us on merchandise@melbourneutd.com.au enables with your order number and the required refund amount.

Do I have to pay for return postage?

We do not cover the cost of items that are returned for an exchange or refund. Please note that the item being returned is your responsibility until it reaches us and we recommend that you send the parcel using a tracked delivery service that insures you for the value of your goods.

When is my payment processed?

After your order has been submitted our systems immediately contact your bank or card issuer for authorisation to take payment from your account. If authorised, you will receive an email within a few minutes confirming your order and payment will be taken shortly after. If there is an issue with your order then we will contact you by email. In the event that we are unable to resolve the issue and dispatch your order we will issue a full refund. Please note that some banks may still reserve your funds for a given period of time.

Do you refund the delivery charge for returned items?

We will only refund the delivery charge for returned items where the item has a defect or where the incorrect item was sent. In all other instances the delivery charge is non-refundable.

Why haven’t you replied to my query?

Our policy is to respond to all customers enquiries within one working day. If you have not received a reply it could be due to your email client having filtered it as spam or, if your mailbox is full, rejecting it. If you have not received a reply within 2 working days then please contact us, providing your name, email address, order number (if applicable) and original query, on +61 415 805 170.