Returns & Exchanges 🔄

For any questions or assistance regarding returns and exchanges, please contact our Customer Care team:

Email: contact@merra-official.com

To be eligible for a return, items must meet the following conditions:

• Timeline: Items must be returned within 30 days of receiving your order. Returns initiated after this period will not be accepted.
• Condition: Items must be returned in their original condition: unworn, unaltered, unwashed, and with all original tags attached.
• Cleanliness: We cannot accept items that show any signs of wear, including marks, stains, hairs, makeup residue, odors, or the scent of perfume. Please take care when trying on garments.
• Packaging: Items should be returned in their original packaging where possible.
• Quality Review: All returned items undergo a thorough quality inspection upon receipt. Items that do not meet our return standards will be refused and returned to you at your expense.

Important: Any garments that appear to have been worn, washed, altered, or damaged will be refused and returned to you. A return shipping fee will apply if items are rejected.

• Final Sale Items: Items marked as "Final Sale" during promotional periods cannot be returned or exchanged under any circumstances.
• Sample Items: Sample items are sold as-is and cannot be returned or exchanged.
• Gift Cards: Gift cards and store credit vouchers are non-refundable and cannot be redeemed for cash.

NOTE: If Final Sale or Sample items are returned despite this policy, they will be sent back to you at an additional charge.

The type of refund you receive depends on how your item was purchased:

Full-Price Items (No Discount Applied):

• Eligible for a full refund to your original payment method, minus shipping costs, return shipping fees, and a 10% restocking fee.

Items Purchased with Discount Codes or During Sales:

• Full-price items purchased with a discount code applied can be returned for store credit only.
• Items purchased at a reduced/sale price can be returned for store credit only.
• Store credit is issued as a digital voucher code sent to your email.

Final Sale Items:

• No returns or exchanges accepted.

Store credit vouchers are valid for 12 months from the date of issue and can be used toward future purchases at Merra.

Please be aware of the following fees that apply to returns:

• Restocking Fee: A 10% restocking fee applies to all approved returns (excluding faulty or incorrect items sent by Merra).
• Return Shipping: Return shipping costs are the responsibility of the customer and are non-refundable.
• Original Shipping Costs: The original shipping cost paid at checkout is non-refundable.
• Return Processing Fee: A €5 return processing and handling fee applies to all returns.
• International Customs & Duties: Any customs duties, taxes, or import fees paid by the customer upon delivery are non-refundable and are not covered by Merra.

These fees will be automatically deducted from your final refund amount.

Due to the limited and exclusive nature of our pieces, we do not offer direct exchanges.

If you would like a different size or alternative item, we recommend:

1. Place a new order for your desired item on our website
2. Initiate a return for your original item following the returns process outlined below

This ensures you receive your preferred item as quickly as possible without waiting for the return to be processed first.

To start your return, please contact our Customer Care team at contact@merra-official.com with the following information:

• Your order number
• Item(s) you wish to return
• Reason for return
• Your preferred refund method (original payment method or store credit, where applicable)

Once your return request is approved, we will provide you with:

• A return authorization
• Our return shipping address
• Recommended shipping options for your region
• Instructions for completing your return

You may choose your preferred shipping method for returns. Below are our recommended options by region:

Europe:

• Recommended tracked shipping: €10
• This cost will be deducted from your final refund

United States:

• Recommended tracked shipping: $20 USD
• This cost will be deducted from your final refund
• Delivery to Merra can take up to 6 weeks

Canada:

• Recommended tracked shipping: $20 CAD
• This cost will be deducted from your final refund
• Delivery to Merra can take up to 6 weeks

Australia:

• Recommended tracked shipping: $20 AUD
• This cost will be deducted from your final refund
• Delivery to Merra can take up to 6 weeks

International (Other Regions):

• We recommend using tracked standard shipping via your local postal service

Important: These shipping methods are suggestions only. You may use any carrier of your choice, but we strongly recommend using a tracked and insured service. Merra cannot issue refunds for items that are lost in transit or not received. Keep your proof of postage and tracking information until your return is processed.

Please note the following regarding return shipping:

• The goods remain your responsibility until they are received by Merra.
• Merra will not issue a refund for items that are not received or are lost in transit.
• We strongly recommend using tracked and insured shipping methods for all returns.
• Please retain your proof of postage and tracking number until your return has been processed and your refund issued.
• Return shipping costs are non-refundable, even if the return is due to a change of mind.

We sincerely apologize for any inconvenience caused by receiving an incorrect or faulty item. If you receive a wrong or defective product, please contact our Customer Care team immediately.

To report a faulty or incorrect item:

• Contact us at contact@merra-official.com within 7 days of receiving your order
• Provide your order number
• Include clear photographs of the item and the defect or error
• Describe the issue in detail

For approved faulty or incorrect items:

• We will provide a full refund including original shipping costs
• Return shipping will be covered by Merra
• No restocking or processing fees will apply
• Alternatively, we can send you a replacement item at no additional cost

Important: All items will be assessed upon return and must be deemed faulty by Merra. Manufacturing defects do not include normal wear and tear or damage caused after use. Faulty items must be reported within 7 days of delivery and must not have been worn beyond initial try-on.

Merra is committed to providing fair and transparent return policies for all customers. However, we reserve the right to protect our business from abuse.

If we identify unreasonable patterns of returns, excessive purchase and return behavior, or use of our garments for content creation (personal or professional) followed by returns, we may:

• Restrict or refuse future orders
• Suspend or terminate your account
• Decline returns that do not comply with our policy
• Take appropriate legal action if fraud is suspected

We appreciate the understanding and cooperation of our genuine customers in maintaining fair practices for everyone.

Once your return is received by Merra, please allow the following timeline:

• Quality Review: Up to 3 business days from receipt of your return parcel
• Refund Processing: 1-2 business days after approval
• Refund Appearance: 5-10 business days depending on your bank or payment provider

You will receive an email notification once your return has been received, inspected, and approved. Refunds will be issued to your original payment method or as store credit, depending on your purchase type.

If you do not receive confirmation within 10 business days of your return being delivered to Merra, please contact us at contact@merra-official.com.

Refunds will be issued based on your original payment method:

• Credit/Debit Card: Refunded to the original card used for purchase
• PayPal: Refunded to your PayPal account
• ShopPay: Refunded to your Shop account
• Bancontact: Refunded to your original payment method
• Apple Pay / Google Pay: Refunded to your linked payment method
• Gift Card / Store Credit: Refunded as a new gift card or store credit voucher code

Please ensure your payment details remain active and accessible. If there is an issue with your original payment method, you must notify our Customer Care team before returning your item to ensure a smooth refund process.

If you have changed banks, closed your account, or your payment method is no longer valid, please contact us at contact@merra-official.com prior to initiating your return.

Merra is not accountable for any issues, delays, or complications that may arise with refunds to expired, closed, or invalid payment methods once your refund has been processed by us.

If you purchased items as part of a bundle or special offer, all items in the bundle must be returned together to be eligible for a refund. Partial returns of bundled items are not accepted.

Gift cards and store credit vouchers issued by Merra are subject to the following terms:

• Valid for 12 months from the date of issue
• Not redeemable for cash
• Non-refundable and non-transferable
• Can be used toward any purchase on merra-official.com
• Cannot be replaced if lost or stolen

If you have any questions about our return policy, need assistance with a return, or require clarification on any aspect of this policy, please don't hesitate to contact our Customer Care team:

Email: contact@merra-official.com

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