FAQ

ORDERS

How can I keep track of the status of my order?

Once you’ve received your shipping confirmation email you will receive a tracking number which will allow you to see the status of your delivery. You can always email us at hello@merlettenyc.com to check on your package and we will be in touch with you.

How much duties and taxes will I have to pay?

Prices on the site do not include taxes or duties. If you are shipping within the USA, sales tax will only be charged at checkout on orders shipped to New York.

If you are shipping internationally, we currently ship all items Delivery Duty Unpaid (DDU). Once your order is shipped, the carrier will bill you to pay all import duties, customs and local sales taxes levied by the country you are shipping to.

What if I need to change or cancel my order?

Please email us at hello@merlettenyc.com and we will be in touch with you quickly.


What if something I ordered arrived damaged?

Contact us at hello@merlettenyc.com as soon as you receive your package. We will cover the cost of returning your item to us so it can be repaired, replaced, or refunded.


PRE-ORDERS

How do pre-orders work?

Merlette offers the chance to pre-order items that are not available yet. To purchase an item on pre-order, select your item and add it to the cart just like a regular order. 

When will payment be processed?

Please note your payment will be processed at the time check out. 

How will I know when my item is shipping?

The delivery dates are stated in the item description.

If you have placed a pre-order together with a regular order you may be liable additional shipping costs depending on your choice of shipping.

Can I cancel or change a pre-order if I change my mind?

You may not cancel or change your pre-order after the order has been placed. We do not accept returns on pre-orders as they have been produced specifically for you. 


If the item arrives later than the dates stated, you will be eligible for a store credit.

If you have any additional questions about pre-orders, please email us at hello@merlettenyc.com 

Do you accept returns on pre-orders?

We do not accept returns on pre-orders as they have been produced specifically for you.

 

SIZING & FIT

How do I know my size in Merlette?

Merlette is intentionally designed according to standard XS-S-M-L sizing, to be as easy as possible for you. Our shapes are loose and rarely fitted to the body. If you have any other questions on fit or sizing, refer to our size chart underneath any of our products in the E-shop, or email us at hello@merlettenyc.com and we would be happy to help you!

Why do some items not have a size XS or XL?

Items that are sized S-M-L are usually adjustable with elastic or drawstrings, or especially voluminous so the need for a more specific fit is eliminated. If you are a size XS you can take a size S, and if you are an XL you can take a size L.

SHIPPING

How much do you charge for shipping in the US?

Merlette offers free ground shipping in the US. 

Domestic (US)
Ground shipping (3-8 business days) - FREE
3 Day Select - (3-5 business days) - $15
Next Day Air / Overnight  - (1 business day ) $35

Orders received after 3PM EST will be processed the following business day. Orders received on Friday after 3pm EST, will be shipped on Monday. 

Can I order online for same day shipping?

Yes, we happily provide same day shipping in Manhattan, New York with UberRUSH messenger service. The cost is calculated at checkout according to your location.

Orders must be received by 1pm EST for same day delivery, and someone must be available to sign for them. Customer service will send you a text message so that you can track the messenger.

How much do you charge for shipping Internationally?

Merlette offers a flat rate of $35 for the following countries: Canada, UK, Europe, Australia, Hong Kong, China, Japan, South Korea, & the UAE. 

International

Flat rate (3-8 business days) - $35

Orders received after 3PM EST will be processed the following business day. Orders received on Friday after 3pm EST, will be shipped on Monday. 

RETURNS

How do I return an item?

To return an item:

1.  Email us at hello@merlettenyc.com stating the reason for the return.
2. You will receive an RMA number and instructions on where to return the item.

Merlette accepts returns via UPS or Fedex only. We will endeavor to respond to all returns requests within 24 hours. 

Domestic (US)

For customers in the US our returns policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.


To ensue your return is covered by our returns policy, please return it from the same country it was delivered to. Items sent back from a different country may incur additional fees and customs delays.

To be eligible for a return, your item must be unused and in the same condition that you received it with hangtag in tact. It must also be in the original packaging. 

International

Our returns policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

For International returns, please note that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs as well as taxes and duties are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

To ensure your return is covered by our returns policy, please return it from the same country it was delivered to. Items sent back from a different country may incur additional fees and customs delays.

To be eligible for a return, your item must be unused and in the same condition that you received it with hangtag in tact. It must also be in the original packaging. 

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Domestic and International shipping fees are non-refundable.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@merlettenyc.com

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@merlettenyc.com, you will be issued an RMA number and instructions on where to and send your item.