Frequently Asked Questions & Answers


You can contact us via email, phone or mail
for general enquiries:

for sales related enquiries:

Phone         +(61) 422 836 866

Mail            MS Merchandising

PO Box 36
French Forest , NSW,
1640 Australia

Customer Service: +(61)422 836 866

Monday to Friday: 9:00am -  5:00 pm AEST

Saturday and Sunday:   10:00
am-  5:00 pm AEST

We are currently operating one Retail Store in Castle Towers and relocating our Warringah Mall Store to Chatswood Westfield.

Store Locations and Hours of Operation:

Castle Towers Shop 028

(Near Event Cinemas) 

6-14 Castle Street

Castle Hill NSW 2154
Mon- Fri     9:00am – 5:30 pm
Thursday   9:00am – 9:00 pm
Saturday     9:00am– 5:00 pm
Sunday      10:00am – 5:00 pm

We appreciate your feedback. Please forward it to:

Please follow the link to our Privacy Policy

Please follow the link to our Terms & Condition


Yes, we can transfer products between stores at customers request.

Depending on the item, we can place a pre- order for a
product which is Out Of Stock, please contact us.

We are constantly updating the products available on our website. However, we have an extensive range of product available in stores, which may not be available online yet.
Some products will be only available instore.

No, we do not match prices as some
businesses advertise counterfeit products with product pictures of licensed merchandise. This unlawful practice might also explain the substantial difference in price.

Please refer to our size guide for detailed information. If you still need more specific information on sizing feel free to contact our customer service team.

We work with over 70 license holders and manufacturers who have their own size guide. Hence you might experience a slight difference between garments. If you need the exact size feel free to contact us.


Once you have placed your order, we are unable to change the order including combine multiple orders into one delivery.

Your order number for your purchase will be included
in the confirmation email we send to you.

We will process your order on the same or the next business day after receiving your order. All our shipments are sent via Australia Post. Depending on your location, domestic shipping might vary between 2 to 10 business days. International orders might take up to 21 days.
For more specific shipping information follow the link: Shipping Policy

Once your order has been shipped we will send you an email with your tracking details. You can then follow its journey.

Yes, we can send an item from our store to you. You can organise payment in store, online or over the phone.

You don’t need to be home for the delivery. If possible, the item will be placed in a safe location or a delivery card for pick up at your local post office will be left. You also have the option to leave delivery instructions before finalising your order.

You will be able to track your order online. We will provide you with the tracking details once your order is on its way.

Yes, we offer Click & Collect. You will find this option during your check out.

We can change the address details until the order has been processed. Please call us on +61 422 836 866 as soon as possible and we will try our best to help. Once the order has been processed we won’t be able to make any changes including delivery address. However, you may be able to redirect the order to a new address through the tracking options for Australia

Please check your junk or spam folder in your email account. If your are still unable to locate the email, please Contact Us

We surely understand how frustrating this can be. Firstly, please check that your parcel hasn’t been hidden somewhere at your premises like behind your bins or in your front yard. If you still cannot find your item, please contact Australia Post and quote your tracking number. They will be able to advise where your item has been left.

Other reasons could be the address label was incorrect, damaged in transit or information like business name were missing. Please check your tracking for further details and contact our customer service for help.

Yes, we do ship internationally. You will find detailed information about international shipping here: Shipping Policy

International orders might be subject to duties and taxes when the shipment arrives at your address. MS Merchandising does not have any control over custom or duty related charges. Please contact your local authorities for further information.

If you would like to cancel your order, please call us ASAP on +61 422 836 866. We will be able to advise about the status of your order and if it has not been processed yet, you will be able to cancel your order.

We are sorry to hear about a missing item. Before
contacting our Customer Service Team, we recommend checking the following:

If the item is missing from the shipping email confirmation, this means that this item will not be shipped and will be refunded. Any refunded items are marked on your dispatch note inside your parcel.

The item/s you ordered may have been out of stock. It is worth checking your emails to see if we have sent you an email about this.
If your item has become out of stock at the time of packing your order, we would email you to inform you that your order has been partially fulfilled and you will receive a refund.

In the rare occurrence that you have received any incorrect item(s) please contact our customer service team with your order details and any images of the item you have received. We will be happy to help.

If you are having trouble locating your order confirmation email, we suggest checking your spam or junk folder first before contacting our customer service.

We are sorry to hear that you are having trouble placing your order. If you are experiencing any difficulties with our website, try the following: 

1. Clear your browser history (delete cookies and cache) 

2. If you are using different devices to access our website (eg. laptop, mobile and tablet) this may cause problems. So please try placing your new order using only one device. 

3. Alternatively, try accessing the website using different Web browsers e.g. Internet Explorer, Mozilla Firefox, Google Chrome.


You can exchange or return any item which is in original/ sellable condition including tags and packaging and has not been used, worn or washed.

You can exchange or return an item within 30 days of purchase or delivery as long as the product is in its original sellable
condition (including tags) and has not been used, worn or washed.

You can exchange or return your product in person at any of our retail stores at Castle Towers, Hornsby and Warringah Mall during business hours.

For online orders and return via mail only decide whether you prefer

a) 100 % refund via your original method of payment or
b) 105% store credit
You can exchange or return an item purchased online within 30 days at one of our 3 stores or send it back to us. Here is how it works:

Step 1: Please call us on +61 422 836 866 or fill out our attached return/ exchange form.

Step 2: Send the merchandise in its original conditionincluding packaging and tags to:

MS Merchandising
PO Box 36
Frenchs Forest
Keep a copy of you tracking number in case you need to track the item.

Step 3: Once we have received the merchandise, we will check it and process the exchange or refund the purchasing amount to your original form of payment.

For more detailed information follow the link to our Return Policy

We always double-check every purchase before it leaves our premises to ensure you are satisfied with your purchase. However, if you still receive the wrong item or a faulty product we are happy to exchange or refund it. Please follow the steps on Q: HOW DO I EXCHANGE OR RETURN AN ONLINE PURCHASE? / Return Policy

If you like to exchange an item for a lower priced product, we will refund the difference to your original form of payment.

If you exchange for a higher value item, we will advise the difference so you can organise payment before we send the product out to

If the item is sold out, we will advise you whether it can be ordered in or arrange refund to your original form of payment.

Unfortunately, you cannot send products which were originally purchased at our store to our mailing address. You can only exchange or return instore purchases in person at one of our retail stores.

If you have lost your invoice of an instore purchase, please visit our stores or contact us via phone as soon as possible and we will try our best to reprint your invoice. Other proof of purchase e.g. Credit card statement might help to identify your original purchase.

Please be aware that due to a large number of transactions we might not be able to help after a certain period of time.

For future purchases we advise to leave your contact details during your next purchasewhich will enable us to access your invoices any time.

You cannot get refund on a PayPal order in store.
However, you will be able to exchange for a same priced item or higher priced item instore. For higher priced items you will be able to pay the difference at the store using cash, credit card, gift card or Afterpay. Otherwise, PayPal returns can only be processed via mail.
Please follow the steps of


Unfortunately, you are unable to exchange, return or refund Gift Cards as they are treated like cash.

Gift Cards cannot be used to purchase more Gift Cards.

The GiftCard issuer is MS Merchandising. A lost, stolen or altered gift card will not be replaced, refunded or redeemed. Once activated the gift card is redeemable for merchandise at MS Merchandising stores and online in the country of issue but not redeemable for cash. Gift Cards are partially redeemable but are not able to be reloaded.

Gift Cards can be used for online purchases from outside Australia.

You can check your gift card balance at any MS Merchandising store or call +61 422 836 866.

We might offer specials for instore or online purchases. Please visit site for updates.


We offer a wide range of secure payment options. You will be able to choose from the following:

Credit & Debit Cards: Visa, MasterCard, American Express
Other: Afterpay, PayPal, MS Merchandising Gift Voucher

Afterpay offers an interest-free payment option for your purchases online. Buy what you want today and pay it off in four fortnightly instalments.

The process is as simple as any other forms of payment:
1. Add items to your shopping cart and check out.
2. Select Afterpay as your payment methode and you will be redirected to the Afterpay website
3. Register or login to your Afterpay account and confirm payment

Please see Afterpay's full terms and conditions in store and online.

Our prices online are the same as instore. However, from time to time we might run special promotions instore or online only.


If you are having trouble logging into your account, we suggest trying the following:
• Ensure you are trying to login using the email address you signed up with
• Go to the ‘Sign In‘ link in the menu on your mobile device or in the top right corner of the website on desktop and then select 'Forgot Password?'.
• Enter the email address linked to your account and we will send you an email with details on how
to reset your new password
• Clear your browser history & cookies in your Internet browser and try again

If you are receiving a message that your account has been locked, our Customer Service team will need to unlock your account and reset your password. Have your account details ready and contact us.

If you don’t know or have forgotten your password? Don't worry, we all do it. Simply select the ‘Sign In’ link in the menu on your mobile device or in the top right of the website on a desktop and then select 'Forgot Password?'. Enter the email address linked to your account and we will send you an email with details on how to reset your new password.

To change your account password, sign in and go to 'My Account'. Then select 'Change Password', enter a new password and verify it. Your password must be at least 5 characters long.

You can unsubscribe from receiving newsletter and marketing e-mails from MS Merchandising using the following options:
• Use the 'Unsubscribe' link located at the bottom of the email or
• Sign into your account, select 'Subscriptions' to opt in or out of receiving emails from MSMerchandising.

We are sorry, you do not want to hear about our latest products and offers, but we understand. If you would much prefer to unsubscribe from our marketing communications, you can do so any time by:

• Updating your preferences in your Account setting online or
• Clicking the ‘unsubscribe’ link at the footer of any MS Merchandising promotional email you have received.

If you wish to have your MS Merchandising online account deleted, including any orders you have placed, please send us a confirmation of this in writing to
and our customer service team will be happy to help.


We are always looking for amazing people to join our team and share our vision. If you would
like to apply for a position, simply drop your application into any of our stores or email it to

Yes, we always looking for amazing people with the right attitude especially as:

• Experienced Customer Service Superhero for our retail stores in. You will need to have a vast knowledge about music and pop-culture, a real passion to help fellow humans and at least one year of experience or equivalent in a non-food related retail outlet.

• Social Media Guru with strong graphic design skills, a love for music and pop culture and a burning desire to communicate with our fanbase. If you are this highly creative creature who can think outside of the box and have at least one year independent social media marketing management experience we want to hear from you.